CIO Montreal Summit | February 12, 2019 | Montreal, QC, Canada



Hockey & ITSM: 6 Parallels & Recommendations for Service Desk Success

Executive Boardroom - 11:15 am - 11:40 am

The Stanley Cup playoffs will be in full swing during the itSMF Professional Development Days and there are multiple similarities between successful hockey clubs and successful service desk teams. In this session we will begin with "where is the puck going" or what is coming in service management. We will discuss the challenges of not letting the club or service desk tool grow too old. The session will talk about speed, the need to go faster, and the impacts of lean, agile, and DevOps on ITSM and ITIL. Thinking of a goalie butterfly, we will consider the flexibility needed to meet the challenges identified above. We will then examine how Wayne Gretzky's "ninety percent of hockey is mental and the other half is physical" quote could apply to service management, and we will conclude with heart and culture. In each of these areas, we will provide corresponding recommendations for insuring the future success of your service desk.

Sponsored by:

Cherwell Software View details