Building a great IT Helpdesk

by | Nov 10, 2022

Agile ways of working have revolutionized the way IT support businesses operate, leading to increased efficiency, flexibility, and customer satisfaction.

Traditionally, IT support was often provided using a Waterfall approach, which involved a linear, step-by-step process with strict hierarchies and rigid roles. This approach could be slow and inflexible, and it often resulted in long delays between identifying a problem and implementing a solution.

In contrast, Agile ways of working involve a more flexible, collaborative approach, with an emphasis on rapid iteration and the delivery of working software. Agile teams are self-organizing and cross-functional, with a focus on delivering value to customers and stakeholders.

One of the key benefits of Agile ways of working for IT support businesses is the ability to respond quickly to changing needs and priorities. Rather than following a rigid, predetermined plan, Agile teams are able to adapt and pivot as needed to address new challenges and opportunities. This allows IT support businesses to be more responsive to their customers, which can lead to increased satisfaction and loyalty.

In addition, Agile ways of working can help IT support businesses improve efficiency and reduce costs. By focusing on delivering small increments of working software, teams can identify and fix issues more quickly, reducing the overall time and resources needed to resolve problems.

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Overall, Agile ways of working are a powerful tool for IT support businesses, enabling them to be more flexible, responsive, and efficient, ultimately leading to increased customer satisfaction and business success.

So, is Agile ways of working better for development or for Infrastructure support?

Agile ways of working, which are characterized by flexibility, collaboration, and a focus on delivering working software quickly, can be beneficial for both development and infrastructure support.

In development, Agile methodologies can help teams deliver new features and functionality to users more rapidly, while still allowing for flexibility and the ability to adapt to changing requirements. Agile approaches can also help development teams focus on delivering value to users and stakeholders, rather than getting bogged down in lengthy planning and documentation processes.

In infrastructure support, Agile approaches can be used more quickly and efficiently to resolve issues and implement changes. For example, if a team is using an Agile methodology, they may be able to quickly identify and fix a problem that is causing an outage, rather than having to follow a rigid, time-consuming process. Agile approaches can also help infrastructure support teams be more responsive to changing needs and priorities.

Overall, #Agile ways of working can be beneficial for both development and infrastructure support, as they allow teams to be more flexible, responsive, and focused on delivering value to users and stakeholders.

#agilecoaching #itsupport #itinfrastructure #itoursourcing #process #scrum #scrummasters #agilecoaching #kanban #productowner #lean

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