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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.

Apr 27 Saturday | 7:30 am

Networking Breakfast

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

Session Type: Event Experience

Apr 27 Saturday | 8:30 am

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-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-5: ITIL4 Foundation

Speaker: Greg Sanker

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

Session Type: Training

Pre-6 XLA 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

Apr 27 Saturday | 12:30 pm

Networking Lunch

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

Session Type: Event Experience

Apr 28 Sunday | 7:30 am

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

Apr 28 Sunday | 8:30 am

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-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-5: ITIL4 Foundation

Speaker: Greg Sanker

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

Session Type: Training

Pre-6 XLA 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-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: Session

Apr 28 Sunday | 12:30 pm

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

Apr 29 Monday | 7:30 am

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

Apr 29 Monday | 8:30 am

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-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-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-6 XLA 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-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: Session

Pre-9: The Essentials of an Exceptional Employee Experience

Speaker: Thomas Wilk  (Wilk Consulting Group)

Pass Type: VIP Access Conference Pass

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

Session Type: Workshop

Apr 29 Monday | 12:30 pm

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

Apr 29 Monday | 3:45 pm

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

Apr 29 Monday | 5:00 pm

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: Event Experience

Apr 30 Tuesday | 7:30 am

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

Apr 30 Tuesday | 8:30 am

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

Apr 30 Tuesday | 10:15 am

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: Panel Discussion

Session 102: Survivor: The Service Desk

Speaker: Joseph Munoz  (Pepperdine 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, Optimizing the Support Organization

Session Type: Session

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: Session

Session 104: What the "F" Leaders Should Want: Transforming a Mindset to Drive Business Outcome

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: Session

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

Apr 30 Tuesday | 11:30 am

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

Speaker: Stephen Paskel  (CMIT Solutions of Biltmore)

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 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: Session

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: Session

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: Session

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: Session

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

Apr 30 Tuesday | 12:30 pm

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

Apr 30 Tuesday | 1:00 pm

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: Event Experience

Apr 30 Tuesday | 3:45 pm

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: Session

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

Sesson 306: 4 Steps to Team Member Ownership

Speaker: NJ Robinson  (N.J Robinson)

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

Track : Evolving the Customer and Employee Experience

Session Type: Session

Apr 30 Tuesday | 5:00 pm

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

Apr 30 Tuesday | 6:00 pm

Networking 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: Event Experience

May 01 Wednesday | 7:30 am

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

May 01 Wednesday | 8:30 am

HDI Awards Ceremony

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

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, Standard Conference Pass, VIP Access Conference Pass

Session Type: Keynote

May 01 Wednesday | 10:15 am

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: Session

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: Session

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: Session

Session 406: Masterclass in Support Excellence: Wisdom from HDI Lifetime Achievement Winners

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

May 01 Wednesday | 11:30 am

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: Session

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: Session

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: Session

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: Session

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: Session

May 01 Wednesday | 12:30 pm

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

May 01 Wednesday | 1:00 pm

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: Session

May 01 Wednesday | 4:15 pm

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: Session

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: Session

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: Session

May 01 Wednesday | 7:00 pm

Conference 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

May 02 Thursday | 8:00 am

Networking Breakfast

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

Session Type: Event Experience

May 02 Thursday | 9:00 am

Session 701: Activating Your Decoder Ring: Translating Tech Jargon into Meaningful Business Communications

Speaker: Nancy Robinson  (Health First, Inc.)

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 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: Session

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

May 02 Thursday | 10:15 am

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: Session

May 02 Thursday | 11:30 am

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, Digital Standard Conference Pass, Expo Hall Only Pass, Standard Conference Pass

Session Type: Keynote