Gartner Research

Adapt the IT Service Desk for a Bimodal Environment

Published: 25 January 2016

ID: G00295608

Analyst(s): Ed Holub , Katherine Lord


While many IT organizations are exploring agile and/or bimodal approaches, without substantial operational changes they will not be successful. IT service desk leaders must understand how existing ITSD support channels, processes and practices must change to be successful in a bimodal environment.

Table Of Contents
  • Key Challenges



  • The ITSD Must Interface and Interact With Agile Teams
    • Recommendations
  • The ITSD Must Work With Agile and Release Personnel to Transition Support Knowledge
    • Recommendations
  • The ITSD Must Adopt a Proactive Support Model for Early Support of Releases
    • Recommendations

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