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SupportWorld Live Schedule 2024

HDI's SupportWorld Live provides inspirational sessions that matter to you, with high-quality speakers and more practitioner-led case studies than ever, this conference is sure to educate and inspire you.

You can find specific sessions by checking the conference tracks and/or conference pass types on the left hand side below. Check back frequently, information is added weekly! Click on session titles for full session descriptions. All times noted are in MST.

$1,000 Prize Giveaway - YOU MUST BE PRESENT TO WIN

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Expo Hall Only Pass, Standard Conference Pass, VIP Access Conference Pass

Session Type: Keynote

Bookstore

Session Type: Event Experience

Bookstore

Session Type: Event Experience

Bookstore

Session Type: Event Experience

Bookstore

Session Type: Event Experience

Build Bikes for Kids in Need

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Expo Hall Only Pass, Standard Conference Pass, VIP Access Conference Pass

Session Type: Event Experience

Expo Hall Open!

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Expo Hall Only Pass, Standard Conference Pass, VIP Access Conference Pass

Session Type: Expo Hall

Expo Hall Open!

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Expo Hall Only Pass, Standard Conference Pass, VIP Access Conference Pass

Session Type: Expo Hall

Expo Hall Open!

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Expo Hall Only Pass, Standard Conference Pass, VIP Access Conference Pass

Session Type: Expo Hall

HDI Awards Ceremony (Concurrent to Keynote)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Expo Hall Only Pass, Standard Conference Pass, VIP Access Conference Pass

Session Type: Event Experience

HDI Craft Brew Crawl and Expo Hall Open!

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Expo Hall Only Pass, Standard Conference Pass, VIP Access Conference Pass

Session Type: Expo Hall

HDIs 70s Dance Party

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass

Session Type: Event Experience

KEYNOTE: Creating Human Connection and Community in the Era of Hybrid, AI, and Overwhelm

Speaker: Adam Smiley Poswolsky

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Expo Hall Only Pass, Standard Conference Pass, VIP Access Conference Pass

Session Type: Keynote

KEYNOTE: DRIVE: Using Technology and Data to Get to Victory

Speaker: Julia Landauer  (NASCAR)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Expo Hall Only Pass, Standard Conference Pass, VIP Access Conference Pass

Session Type: Keynote

KEYNOTE: BECOMING AN IDEA FACTORY: How to Turn Yourself (and Your Organization) Into an Innovation Machine

Speaker: Kyle Scheele

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Expo Hall Only Pass, Standard Conference Pass, VIP Access Conference Pass

Session Type: Keynote

KEYNOTE: How to Overcome Challenges and be the UNSTOPPABLE You!

Speaker: Alex Weber

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Expo Hall Only Pass, Standard Conference Pass, VIP Access Conference Pass

Session Type: Keynote

KEYNOTE: Reaching Your Next Summit: 7 Vertical Lessons to Lead in the Unknown

Speaker: Manley Feinberg

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Expo Hall Only Pass, Standard Conference Pass, VIP Access Conference Pass

Session Type: Keynote

KEYNOTE: The Halo Way: Capitalising on a Futuristic Workplace

Speaker: Gianmarco Rubino  (HaloITSM)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Expo Hall Only Pass, Standard Conference Pass, VIP Access Conference Pass

Session Type: Keynote

Lunch and Learn: ITOM + ITSM = A Perfect Match

Speaker: Michael Clark  (SolarWinds)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Expo Hall Only Pass, Standard Conference Pass, VIP Access Conference Pass

Session Type: Lunch and Learn

Lunch and Learn: Navigating the Gen AI Journey in Service Management and Moving Beyond the Basics

Speaker: Kenneth Gonzalez  (Freshworks)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Expo Hall Only Pass, Standard Conference Pass, VIP Access Conference Pass

Session Type: Lunch and Learn

Lunch and Learn: Supercharge IT Service with Automation and AI

Speaker: Andrew Graf  (TeamDynamix)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Expo Hall Only Pass, Standard Conference Pass, VIP Access Conference Pass

Session Type: Lunch and Learn

Lunch and Learn: The ITSM Leader's Guide: Key Focus Areas for Building a Security-First Service Management Framework

Speaker: Kumaravel Ramakrishnan  (Manage Engine)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass

Session Type: Lunch and Learn

Networking Break

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass

Session Type: Event Experience

Networking Break

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Expo Hall Only Pass, Standard Conference Pass, VIP Access Conference Pass

Session Type: Event Experience

Networking Break

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Expo Hall Only Pass, Standard Conference Pass, VIP Access Conference Pass

Session Type: Event Experience

Networking Break

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Expo Hall Only Pass, Standard Conference Pass, VIP Access Conference Pass

Session Type: Event Experience

Networking Break

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Expo Hall Only Pass, Standard Conference Pass, VIP Access Conference Pass

Session Type: Event Experience

Networking Breakfast

Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only

Session Type: Event Experience

Networking Breakfast

Pass Type: 2-day Training + Standard Conference Pass, 2-day Training Only, 3-day Training + Standard Conference Pass, 3-day Training Only

Session Type: Event Experience

Networking Breakfast

Pass Type: 2-day Training + Standard Conference Pass, 2-day Training Only, 3-day Training + Standard Conference Pass, 3-day Training Only, VIP Access Conference Pass

Session Type: Event Experience

Networking Breakfast

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Expo Hall Only Pass, Standard Conference Pass, VIP Access Conference Pass

Session Type: Event Experience

Networking Breakfast

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass

Session Type: Event Experience

Networking Breakfast

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass

Session Type: Event Experience

Networking Lunch

Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only

Session Type: Event Experience

Networking Lunch

Pass Type: 2-day Training + Standard Conference Pass, 2-day Training Only, 3-day Training + Standard Conference Pass, 3-day Training Only

Session Type: Event Experience

Networking Lunch

Pass Type: 2-day Training + Standard Conference Pass, 2-day Training Only, 3-day Training + Standard Conference Pass, 3-day Training Only, VIP Access Conference Pass

Session Type: Event Experience

Networking Lunch

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass

Session Type: Event Experience

Networking Lunch

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass

Session Type: Event Experience

Passport to Prizes

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Expo Hall Only Pass, Standard Conference Pass, VIP Access Conference Pass

Session Type: Event Experience

Pre-10: Innovating the Service Portal

Speaker: Phyllis Drucker  (EZ2BGR8 Service Management)

Pass Type: VIP Access Conference Pass

Track : Evolving the Customer and Employee Experience, Achieving Service Excellence

Session Type: Workshop

Pre-11: Aligning to Your North Star: Leadership in Today's Modern Work Environment

Speaker: Donna Gregorio  (The MITRE Corporation)

Pass Type: VIP Access Conference Pass

Track : Leading World-Class Teams

Session Type: Workshop

Pre-12: Rough to Polished: Refining ITSM with the Double Diamond Model

Speaker: Katrina Macdermid  (HIT Global)

Pass Type: VIP Access Conference Pass

Track : Modernizing Service Management, Achieving Service Excellence

Session Type: Workshop

Pre-1: HDI Support Center Director

Speaker: Randy Celaya  (TASC Training and Development)

Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only

Session Type: Training

Pre-1: HDI Support Center Director

Speaker: Randy Celaya  (TASC Training and Development)

Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only

Session Type: Training

Pre-1: HDI Support Center Director

Speaker: Randy Celaya  (TASC Training and Development)

Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only

Session Type: Training

Pre-2: HDI Support Center Manager

Speaker: Doug Tedder  (Tedder Consulting LLC)

Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only

Session Type: Training

Pre-2: HDI Support Center Manager

Speaker: Doug Tedder  (Tedder Consulting LLC)

Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only

Session Type: Training

Pre-2: HDI Support Center Manager

Speaker: Doug Tedder  (Tedder Consulting LLC)

Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only

Session Type: Training

Pre-3: HDI Desktop Support Manager

Speaker: Deborah Monroe  (Ignite Achievements Int'l)

Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only

Session Type: Training

Pre-3: HDI Desktop Support Manager

Speaker: Deborah Monroe  (Ignite Achievements Int'l)

Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only

Session Type: Training

Pre-3: HDI Desktop Support Manager

Speaker: Deborah Monroe  (Ignite Achievements Int'l)

Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only

Session Type: Training

Pre-4: KCS Principles

Speaker: Darrell Bond  (RADAR Solutions Group)

Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only

Session Type: Training

Pre-4: KCS Principles

Speaker: Darrell Bond  (RADAR Solutions Group)

Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only

Session Type: Training

Pre-4: KCS Principles

Speaker: Darrell Bond  (RADAR Solutions Group)

Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only

Session Type: Training

Pre-5: ITIL4 Foundation

Speaker: Greg Sanker

Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only

Session Type: Training

Pre-5: ITIL4 Foundation

Speaker: Greg Sanker

Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only

Session Type: Training

Pre-5: ITIL4 Foundation

Speaker: Greg Sanker

Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only

Session Type: Training

Pre-6 Experience Foundation

Speaker: Rae Ann Bruno  (President, Business Solutions Training (and Consulting))

Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only

Session Type: Training

Pre-6 Experience Foundation

Speaker: Rae Ann Bruno  (President, Business Solutions Training (and Consulting))

Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only

Session Type: Training

Pre-6 Experience Foundation

Speaker: Rae Ann Bruno  (President, Business Solutions Training (and Consulting))

Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only

Session Type: Training

Pre-7: Foundations in Service and Support Metrics

Speaker: Jeff Jensen  (I Train IT Leaders LLC)

Pass Type: 2-day Training + Standard Conference Pass, 2-day Training Only

Session Type: Training

Pre-7: Foundations in Service and Support Metrics

Speaker: Jeff Jensen  (I Train IT Leaders LLC)

Pass Type: 2-day Training + Standard Conference Pass, 2-day Training Only

Session Type: Training

Pre-8: AI in the Support Organization

Speaker: Josh Streets  (Scoreboard Group)

Pass Type: 2-day Training + Standard Conference Pass, 2-day Training Only

Session Type: Training

Pre-8: AI in the Support Organization

Speaker: Josh Streets  (Scoreboard Group)

Pass Type: 2-day Training + Standard Conference Pass, 2-day Training Only

Session Type: Training

Red Rocks Guided Hiking Tour

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass

Session Type: Event Experience

Registration (Open to All Attendees)

Pass Type: 2-day Training + Standard Conference Pass, 2-day Training Only, 3-day Training + Standard Conference Pass, 3-day Training Only, Expo Hall Only Pass, Standard Conference Pass, VIP Access Conference Pass

Session Type: Registration

Registration (Open to All Attendees)

Pass Type: 2-day Training + Standard Conference Pass, 2-day Training Only, 3-day Training + Standard Conference Pass, 3-day Training Only, Expo Hall Only Pass, Standard Conference Pass, VIP Access Conference Pass

Session Type: Session

Registration (Open to all attendees)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Expo Hall Only Pass, Standard Conference Pass, VIP Access Conference Pass

Session Type: Session

Registration (Open to all attendees)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Expo Hall Only Pass, Standard Conference Pass, VIP Access Conference Pass

Session Type: Session

Registration (VIP Conference, Speaker Registration and Exhibitors) *Standard Pass Registrants Register between 1pm-7pm

Pass Type: Expo Hall Only Pass, Standard Conference Pass, VIP Access Conference Pass

Session Type: Registration

Session 101: The Infinite Service Desk: How to Stay Engaged in the Ever-Changing World of Technology

Speakers: Adam Hohbein  (Ameritas), Chris Eder  (IGS Energy)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass

Track : Optimizing the Support Organization, Modernizing Service Management

Session Type: Case Study

Session 103: Revolutionizing the Customer Experience: Duquesne University's Journey from ITSM to ESM

Speakers: Melissa Jackman  (Duquesne University), Mark Katsouros  (Duquesne University), Beth Barela  (WWC, Ltd.)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass

Track : Modernizing Service Management, Evolving the Customer and Employee Experience

Session Type: Case Study

Session 104: Beyond Output: Transforming a Mindset to Drive Business Outcomes

Speaker: Rocky McGuire  (Unisys)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass

Track : Leading World-Class Teams, Evolving the Customer and Employee Experience

Session Type: Case Study

Session 105: The Transformative Impact of AI in the IT Industry

Speaker: Alain Alvarez Legra  (United Data Technologies)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass

Track : Optimizing the Support Organization

Session Type: Session

Session 106: The League of Legends: Crafting Your Superhero Dream Squad

Speaker: Jessica Clarkson  (Chippewa Valley Technical College)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass

Track : Evolving the Customer and Employee Experience, Achieving Service Excellence

Session Type: Session

Session 107: From Chaos to World Class: The Process Maturity Model

Speaker: Joel Koh  (Chick-fil-A)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass

Track : Optimizing the Support Organization, Leading World-Class Teams

Session Type: Session

Session 201: The Forgotten Experience

Speaker: Rae Ann Bruno  (Business Solutions Training, Inc.)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass

Track : Evolving the Customer and Employee Experience, Modernizing Service Management

Session Type: Session

Session 202: Generative AI, Beyond the Hype: Planning Now for the Future

Speakers: Stephen Paskel  (CMIT Solutions of Biltmore), Geanie Asante  (Wells Fargo Bank), Quinn Karley  (Rochester Institute of Technology)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass

Track : Optimizing the Support Organization

Session Type: Case Study

Session 203: Past, Present, and Future: The Digital Transformation of the Boeing Enterprise Help Desk

Speakers: Angie Tobin  (Boeing), Emma Kuntz  (Boeing)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass

Track : Achieving Service Excellence, Evolving the Customer and Employee Experience

Session Type: Case Study

Session 204: Thriving in a KCS-Driven Environment

Speaker: Vickie Runyon  (Compeer Financial)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass

Track : Modernizing Service Management, Optimizing the Support Organization

Session Type: Case Study

Session 205: Strategic Thinking: Keep Your Eye on the Ball, but Swing for the Fences

Speaker: Steve Fullerton  (Clemson University)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass

Track : Leading World-Class Teams

Session Type: Case Study

Session 206: From Chaos to Calm: Mastering Disaster Recovery and Business Continuity

Speaker: Michael Hanson  (PSCU)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass

Track : Optimizing the Support Organization, Modernizing Service Management

Session Type: Case Study

Session 207: An Improvement Roadmap to Service Excellence

Speaker: Jeff Jensen  (I Train IT Leaders LLC)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass

Track : Modernizing Service Management, Optimizing the Support Organization

Session Type: Session

Session 301: What XLAs Are Not

Speaker: Doug Rabold  (Bold Ray Consulting)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass

Track : Evolving the Customer and Employee Experience, Modernizing Service Management

Session Type: Session

Session 302: Why Your Support Organization Should Use a Human-plus-ChatGPT Approach to Writing Customer Responses

Speaker: Leslie OFlahavan  (E-WRITE)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass

Track : Optimizing the Support Organization, Achieving Service Excellence

Session Type: Session

Session 303: The Zero Touch Service Desk: Myth or Reality?

Speaker: Jeff Rumburg  (MetricNet, LLC)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass

Track : Achieving Service Excellence, Optimizing the Support Organization

Session Type: Session

Session 304: CSI: Continual Improvement

Speaker: Vicki Rogers  (Georgia Institute of Technology)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass

Track : Modernizing Service Management, Optimizing the Support Organization

Session Type: Case Study

Session 305: The Secrets of IT Support Success, Revealed!

Speakers: Jill Weber  (Northwestern Mutual), Jeremy Lipusch  (TEKsystems)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass

Track : Leading World-Class Teams

Session Type: Panel Discussion

Session 401: First Class or Economy?: Not All Experiences Need to Be Great

Speaker: Katrina Macdermid  (HIT Global)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass

Track : Optimizing the Support Organization, Evolving the Customer and Employee Experience

Session Type: Session

Session 402: The Secret of Experience, Engagement and Evolution: XLAs and Beyond

Speakers: PATRYCJA SOBERA  (Unisys), Davoud Pourhossein  (unisys)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass

Track : Achieving Service Excellence

Session Type: Case Study

Session 403: Unlearning IT: How Service Management Is Letting Your Business and Department Down

Speaker: Matt Beran  (InvGate)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass

Track : Modernizing Service Management, Evolving the Customer and Employee Experience

Session Type: Session

Session 404: Intentional Onboarding to Boost Your Culture

Speaker: Gina Montague  (Infinite Campus)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass

Track : Leading World-Class Teams, Optimizing the Support Organization

Session Type: Case Study

Session 405: From Help Desk to Boardroom: Climbing the Career Ladder with Effective Communication and Savvy Leadership

Speaker: Allen Darrah  (Spencer Fane LLP)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass

Track : Leading World-Class Teams

Session Type: Case Study

Session 406: Master Class in Support Excellence: Wisdom from Prominent HDI Business Associates

Speakers: Deborah Monroe  (Ignite Achievements Int'l), Rae Ann Bruno  (President, Business Solutions Training (and Consulting)), Randy Celaya  (TASC Training and Development), Ric Mims  (SDI Presence, LLC)

Facilitator: Tony North  (King County)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass

Track : Optimizing the Support Organization

Session Type: Session

Session 407: The Heart of Knowledge: Sustainable Success

Speakers: Janice Smith  (Farm Credit Mid-America), Evan Ricucci  (Farm Credit Mid-America)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass

Track : Evolving the Customer and Employee Experience

Session Type: Session

Session 501: Total Experience Management: Unleashing Exceptional Connections

Speakers: Jason Wischer  (1WISCH), Kristi Lawrence  (Tyler Technologies)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass

Track : Evolving the Customer and Employee Experience, Achieving Service Excellence

Session Type: Case Study

Session 502: CASE: Contact Anyway, Service Everyway

Speaker: Tom McMahon  (Ulta Beauty)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass

Track : Optimizing the Support Organization, Evolving the Customer and Employee Experience

Session Type: Case Study

Session 503: Chasing Zero: How WCU Optimized ITSM to Maximize Team Performance

Speakers: Michael Thomas  (West Chester University), Paul Gargiulo  (West Chester University), JT Singh  (West Chester University)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass

Track : Achieving Service Excellence, Modernizing Service Management

Session Type: Case Study

Session 504: The Heart and Science of Support: Balancing People and Processes

Speakers: Doug Tedder  (Tedder Consulting LLC), Randy Celaya  (TASC Training)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass

Track : Modernizing Service Management, Optimizing the Support Organization

Session Type: Session

Session 505: Finding Your Mentor: When Swiping Right Goes Wrong

Speaker: Darryl Jacoby  (Johns Hopkins University Applied Physics Lab)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass

Track : Leading World-Class Teams, Evolving the Customer and Employee Experience

Session Type: Case Study

Session 506: The (ITSM) World is not enough!

Speaker: Alex Cosma  (Square-Enix)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass

Track : Evolving the Customer and Employee Experience

Session Type: Case Study

Session 601: SBAR: A Simple, Concise Approach to Incident Documentation

Speaker: Michael Eaton  (Tideworks Technology)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass

Track : Optimizing the Support Organization

Session Type: Case Study

Session 602: Drafting a Roadmap to Universal Service Management

Speakers: Wade Javorsky  (Butler University), Julie Hoffmann  (Butler University)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass

Track : Achieving Service Excellence, Modernizing Service Management

Session Type: Case Study

Session 603: The Keys to the Successful Adoption of ITSM

Speaker: Anthony Orr  (SDI Presence)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass

Track : Modernizing Service Management

Session Type: Session

Session 604: Managing Culture in Hybrid Workplaces, Across Time Zones and Around the World

Speaker: Tony North  (King County)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass

Track : Leading World-Class Teams

Session Type: Case Study

Session 605: Mastering the Art of Networking: Building Connections for Success

Speaker: Liz Bunger  (HDI Local Chapters)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass

Track : Leading World-Class Teams

Session Type: Session

Session 702: Major Incidents and Outages: What to Do at 3 AM?

Speaker: Arif Gheewala  (UCLA Health IT)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass

Track : Achieving Service Excellence, Optimizing the Support Organization

Session Type: Case Study

Session 703: Crafting a Lean CMDB Strategy: Evaluate, Iterate, Repeat

Speaker: Glen Hoffmann  (Computer Design & Integration)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass

Track : Modernizing Service Management

Session Type: Session

Session 704: Mastering Asset Management: From Chaos to Control

Speaker: Jean Clark  (Gainesville Regional Utilities)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass

Track : Modernizing Service Management, Evolving the Customer and Employee Experience

Session Type: Session

Session 801: If You Want Something Done Right, Do It Yourself: The Hard Lesson of Delegation

Speaker: Deborah Monroe  (Ignite Achievements Int'l)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass

Track : Leading World-Class Teams

Session Type: Session

Session 802: Implementation Support Practitioner: Using Data Driving Decisions and Processes

Speaker: Quinn Karley  (Rochester Institute of Technology)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass

Track : Achieving Service Excellence, Evolving the Customer and Employee Experience

Session Type: Case Study

Session 803: Service Desk Transformation: Four Case Studies

Speakers: Kristi Lawrence  (Tyler Technologies), Jason Wischer  (Kanini), Teresa Pelley  (PSCU), Laurie Lukken  (NFM), Donald Chew  (Mayo Clinic)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass

Track : Optimizing the Support Organization, Evolving the Customer and Employee Experience

Session Type: Session

Solution Spotlight: AI Beyond the Hype

Speaker: Matthew Beran  (InvGate)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Expo Hall Only Pass, Standard Conference Pass, VIP Access Conference Pass

Session Type: Solution Spotlight

Solution Spotlight: Managing Enterprise Technology Sucks

Speaker: Vince Vasquez  (Oomnitza)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Expo Hall Only Pass, Standard Conference Pass, VIP Access Conference Pass

Session Type: Solution Spotlight

Solution Spotlight: Secure Your Service Desk Today

Speaker: George Pradel  (BeyondTrust)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Expo Hall Only Pass, Standard Conference Pass, VIP Access Conference Pass

Session Type: Solution Spotlight

Solution Spotlight: ServiceOps: Transforming Business Efficiency Through Unified IT Management

Speaker: Payal Patel  (Freshworks)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Expo Hall Only Pass, Standard Conference Pass, VIP Access Conference Pass

Session Type: Solution Spotlight

Solution Spotlight: SolarWinds Service Desk AI and Smart Suggestions and Generative AI, Oh My!

Speaker: Michael Clark  (SolarWinds)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Expo Hall Only Pass, Standard Conference Pass, VIP Access Conference Pass

Session Type: Solution Spotlight

Solution Spotlight: Supercharge IT Service with Automation and AI

Speakers: Kaleigh Belda  (TeamDynamix), Andrew Graf  (TeamDynamix)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Expo Hall Only Pass, Standard Conference Pass, VIP Access Conference Pass

Session Type: Solution Spotlight

Solution Spotlight: Threading Your Enterprise Together with New-Age Onboarding Workflows

Speaker: Zephaniah Bharathi  (ManageEngine)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Expo Hall Only Pass, Standard Conference Pass, VIP Access Conference Pass

Session Type: Solution Spotlight

Solution Spotlight: Unleash Employee Productivity with Copilot

Speakers: Mark Sichel  (SymphonyAI), Tim Lawes  (SymphonyAI)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Expo Hall Only Pass, Standard Conference Pass, VIP Access Conference Pass

Session Type: Solution Spotlight

Welcome Reception and Expo Hall Open!

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Expo Hall Only Pass, Standard Conference Pass, VIP Access Conference Pass

Session Type: Expo Hall