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
Session Type: Event Experience
Session Type: Event Experience
Session Type: Event Experience
Session Type: Event Experience
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
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
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
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
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
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
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
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
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
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
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
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
Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only
Session Type: Event Experience
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
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
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
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
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
Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only
Session Type: Event Experience
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
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
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
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
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
Speaker: Darrell Bond (RADAR Solutions Group)
Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only
Session Type: Training
Speaker: Darrell Bond (RADAR Solutions Group)
Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only
Session Type: Training
Speaker: Darrell Bond (RADAR Solutions Group)
Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only
Session Type: Training
Speaker: Greg Sanker
Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only
Session Type: Training
Speaker: Greg Sanker
Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only
Session Type: Training
Speaker: Greg Sanker
Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only
Session Type: Training
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
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
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
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 (Pre-Conference Training)
Session Type: Session
Registration (Pre-Conference Training)
Session Type: Session
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
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
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
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