In today’s digital-service economy, IT organizations need not only the ability to change but to change in the right direction. That is, they need to be able to sense and respond to feedback in order to continuously recognize and measure gaps in their understanding of the customer’s view of their fitness for purpose.

Though the standard agile feedback loops -- product demo, team retrospective and automated tests — provide valuable awareness of health and fitness, many teams and their stakeholders struggle to find a reliable way to understand an important area of feedback, including their level of agility: the fitness of their service delivery. This session introduces the service-delivery review as the forum for this feedback. Participants will learn the basics of how to conduct a service-delivery review and the benefits, as well as typical fitness metrics. The context will be for software-delivery teams but the lessons will be applicable for any team, group or department that provides a service.