Covering the full spectrum of topics impacting the service and support industry and its people, SupportWorld Live gives you a week's worth of content - surrounded by a vibrant, welcoming community - to solely focus on delivering smarter service and better business outcomes.
Pass Type: 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, 3-day Training Only
Session Type: Event Experience
Pass Type: 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, 3-day Training Only
Session Type: Registration
Pre-1: HDI Support Center Director
Speaker: Randy Celaya (The Coaching Bridge)
Pass Type: 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections 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, 3-day Training + Standard Executive Connections 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, 3-day Training + Standard Executive Connections Conference Pass, 3-day Training Only
Session Type: Training
Speaker: Darrell Bond (RADAR Solutions Group)
Pass Type: 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, 3-day Training Only
Session Type: Training
Speaker: Greg Sanker (ITSMTransition)
Pass Type: 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, 3-day Training Only
Session Type: Training
Speaker: Rae Ann Bruno (Business Solutions Training, INc.)
Pass Type: 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, 3-day Training Only
Session Type: Training
Pass Type: 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, 3-day Training Only
Session Type: Event Experience
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 2-day Training Only, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, 3-day Training Only
Session Type: Event Experience
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 2-day Training Only, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, 3-day Training Only, Booth Staff Pass, Exhibitor Conference Pass
Session Type: Registration
Pre-1: HDI Support Center Director
Speaker: Randy Celaya (The Coaching Bridge)
Pass Type: 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections 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, 3-day Training + Standard Executive Connections 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, 3-day Training + Standard Executive Connections Conference Pass, 3-day Training Only
Session Type: Training
Speaker: Darrell Bond (RADAR Solutions Group)
Pass Type: 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, 3-day Training Only
Session Type: Training
Speaker: Greg Sanker (ITSMTransition)
Pass Type: 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, 3-day Training Only
Session Type: Training
Speaker: Rae Ann Bruno (Business Solutions Training, INc.)
Pass Type: 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, 3-day Training Only
Session Type: Training
Pre-7: Foundations in Service and Support Metrics
Speaker: Justin Robbins (Metric Sherpa)
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 2-day Training Only
Session Type: Training
Pre-8: Artificial Intelligence in the Support Organization
Speaker: Josh Streets (Scoreboard Group)
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 2-day Training Only
Session Type: Training
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 2-day Training Only, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, 3-day Training Only
Session Type: Event Experience
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 2-day Training Only, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, 3-day Training Only, Premium Conference Pass, Premium Executive Connections Conference Pass
Session Type: Event Experience
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 2-day Training Only, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, 3-day Training Only, Booth Staff Pass, Exhibitor Conference Pass, Expo Hall Only Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Session Type: Registration
Pre-11: The Keys to Transformational Leadership
Speaker: NJ Robinson (Hi-Tech Leadership)
Pass Type: Premium Conference Pass
Track : Evolving the Customer and Employee Experience, Leading World-Class Teams
Session Type: Workshop
Pre-12: Humanizing IT: A Bootcamp for Service and Support Leaders
Speaker: Katrina Macdermid (KayJayEm Services)
Pass Type: Premium Conference Pass
Track : Modernizing Service Management
Session Type: Workshop
Pass Type: Premium Executive Connections Conference Pass
Session Type: Workshop
Pre-1: HDI Support Center Director
Speaker: Randy Celaya (The Coaching Bridge)
Pass Type: 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections 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, 3-day Training + Standard Executive Connections 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, 3-day Training + Standard Executive Connections Conference Pass, 3-day Training Only
Session Type: Training
Speaker: Darrell Bond (RADAR Solutions Group)
Pass Type: 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, 3-day Training Only
Session Type: Training
Speaker: Greg Sanker (ITSMTransition)
Pass Type: 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, 3-day Training Only
Session Type: Training
Speaker: Rae Ann Bruno (Business Solutions Training, INc.)
Pass Type: 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, 3-day Training Only
Session Type: Training
Pre-7: Foundations in Service and Support Metrics
Speaker: Justin Robbins (Metric Sherpa)
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 2-day Training Only
Session Type: Training
Pre-8: Artificial Intelligence in the Support Organization
Speaker: Josh Streets (Scoreboard Group)
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 2-day Training Only
Session Type: Training
Pre-9: The Essentials of an Exceptional Employee Experience
Speaker: Tom Wilk (Wilk Consulting Group)
Pass Type: Premium Conference Pass
Track : Evolving the Customer and Employee Experience, Leading World-Class Teams
Session Type: Workshop
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 2-day Training Only, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, 3-day Training Only, Premium Conference Pass, Premium Executive Connections Conference Pass
Session Type: Event Experience
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Session Type: General Session
Welcome Reception in the Expo Hall
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Booth Staff Pass, Exhibitor Conference Pass, Expo Hall Only Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Session Type: Event Experience
Networking Breakfast: Executive Connections
Pass Type: Premium Executive Connections Conference Pass, Standard Executive Connections Conference Pass
Session Type: Event Experience
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Exhibitor Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Event Experience
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Booth Staff Pass, Exhibitor Conference Pass, Expo Hall Only Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Session Type: Registration
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Session Type: General Session
Session 101: Onboarding: The Journey Begins Before It Starts
Speaker: Adam Hohbein (Ameritas)
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Exhibitor Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Track : Evolving the Customer and Employee Experience, Modernizing Service Management
Session Type: Panel Discussion
Session 102: Restoring Trust After a Service Failure
Speaker: Jeff Toister (Toister Performance Solutions, Inc.)
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Exhibitor Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Track : Evolving the Customer and Employee Experience, Pursuing Service Excellence
Session Type: Session
Session 103: 5 Tips for Fixing the Service Portal Experience Gap
Speaker: Phyllis Drucker (EZ2BGR8 Service Management)
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Exhibitor Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Track : Optimizing the Support Organization, Evolving the Customer and Employee Experience
Session Type: Session
Session 105: Experience Management: Maximizing Data to Impact Business Initiatives and Deliver Value
Speakers: Patrycja Sobera (Unisys), Weston Morris (Unisys)
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Exhibitor Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Track : Modernizing Service Management, Evolving the Customer and Employee Experience
Session Type: Case Study
Session 106: Real, Not Retro: Leadership for a Digital Age
Speaker: Patti Blackstaffe (Strategic Sense Inc. / GlobalSway)
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Exhibitor Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Track : Leading World-Class Teams, Evolving the Customer and Employee Experience
Session Type: Session
Session 107: Sharing the Keys to the Kingdom: Training Your Service Desk
Speaker: Angee Phong (SS&C Technologies)
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Exhibitor Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Track : Optimizing the Support Organization, Leading World-Class Teams
Session Type: Session
Session 201: 7 Behaviors of Hi-Tech Leaders
Speaker: NJ Robinson (Hi-Tech Leadership)
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Exhibitor Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Track : Evolving the Customer and Employee Experience, Leading World-Class Teams
Session Type: Session
Session 203: Forming, Storming, Norming, and Performing ... in an Age of Social Distancing
Speaker: Rhonda Brande (P.F. Chang's China Bistro)
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Exhibitor Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Track : Optimizing the Support Organization, Pursuing Service Excellence
Session Type: Case Study
Session 205: Lessons Learned from Real World KCS Implementations
Speaker: Keelyn VanderWeide (Upland Software)
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Exhibitor Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Track : Modernizing Service Management, Optimizing the Support Organization
Session Type: Case Study
Session 206: Plan for the Future and Future-Proof the Plan: Creating a Culture of Improvement
Speaker: Steve Evans (Energy North Group)
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Exhibitor Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Track : Leading World-Class Teams, Optimizing the Support Organization
Session Type: Session
Session 207: You CAN Build a People-First Support Culture!
Speakers: Tammy Ward (ATB Financial), Niko Miller (ATB Financial)
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Exhibitor Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Track : Leading World-Class Teams, Evolving the Customer and Employee Experience
Session Type: Case Study
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Exhibitor Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Event Experience
Networking Lunch: Executive Connections
Pass Type: 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Executive Connections Conference Pass, Premium Executive Connections Conference Pass, Standard Executive Connections Conference Pass
Session Type: Event Experience
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Booth Staff Pass, Exhibitor Conference Pass, Expo Hall Only Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Session Type: Event Experience
Session 301: Somehow I Manage: Lessons in Neurodiversity from "The Office"
Speaker: Doug Rabold (Bold Ray Consulting)
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Exhibitor Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Track : Evolving the Customer and Employee Experience, Leading World-Class Teams
Session Type: Session
Speaker: Roy Atkinson (Clifton Butterield, LLC)
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Exhibitor Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Track : Evolving the Customer and Employee Experience, Pursuing Service Excellence
Session Type: Session
Session 303: Tech Support Engineers in an AI World: Fast-Changing Requirements
Speaker: Jeff Rumburg (MetricNet, LLC)
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Exhibitor Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Track : Optimizing the Support Organization, Evolving the Customer and Employee Experience
Session Type: Session
Session 305: AITSM? The "A" Should Stand for "Advanced," Not "AI"
Speaker: Stephen Mann (ITSM.tools)
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Exhibitor Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Track : Modernizing Service Management, Optimizing the Support Organization
Session Type: Session
Speaker: Gregg Gregory (TeamsRock, LLC)
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Exhibitor Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Track : Leading World-Class Teams, Evolving the Customer and Employee Experience
Session Type: Session
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Session Type: General Session
Networking Reception in the Expo Hall
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Booth Staff Pass, Exhibitor Conference Pass, Expo Hall Only Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Session Type: Event Experience
Networking Breakfast: Executive Connections
Pass Type: Premium Executive Connections Conference Pass, Standard Executive Connections Conference Pass
Session Type: Event Experience
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Exhibitor Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Event Experience
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Booth Staff Pass, Exhibitor Conference Pass, Expo Hall Only Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Session Type: Registration
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Session Type: General Session
Session 401: Grandpa's Pool Game: Everything You Need to Know About the Outcome of Conflict
Speaker: Deborah Monroe (Ignite Achievements Int'l)
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Exhibitor Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Track : Evolving the Customer and Employee Experience, Leading World-Class Teams
Session Type: Session
Session 402: How to Build a Better Template for Knowledge Base Articles
Speaker: Leslie OFlahavan (E-WRITE)
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Exhibitor Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Track : Optimizing the Support Organization, Evolving the Customer and Employee Experience
Session Type: Session
Session 403: Shift Right! What to Do When Self-Service Costs More Than In-Person Support
Speaker: Dan Sisto (Atlantic Health System)
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Exhibitor Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Track : Optimizing the Support Organization, Pursuing Service Excellence
Session Type: Case Study
Session 405: Taking Change Control from Zero to Sixty
Speaker: Mitch Bryant (Norton Healthcare)
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Exhibitor Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Track : Modernizing Service Management, Pursuing Service Excellence
Session Type: Case Study
Session 406: Building High-Performance Teams Depends On...
Speakers: David Moskowitz (DVMS Institute LLC), Patti Blackstaffe (Global Sway), David Nichols (itSM Solutions), Greg Sanker (ITSMTransition), Roy Atkinson (Clifton Butterfield LLC)
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Exhibitor Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Track : Leading World-Class Teams, Evolving the Customer and Employee Experience
Session Type: Panel Discussion
Session 407: Visualizing work: streams, journeys, maps and more
Speaker: Matt Beran (InvGate)
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Exhibitor Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Track : Modernizing Service Management, Evolving the Customer and Employee Experience
Session Type: Session
Session 501: Cultivating a Culture of Engagement in the Hybrid Workplace
Speaker: Rae Ann Bruno (Business Solutions Training, INc.)
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Exhibitor Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Track : Evolving the Customer and Employee Experience, Leading World-Class Teams
Session Type: Session
Session 502: From High School to High Performer: The Path to Success
Speaker: DeAndrea Norris (Johns Hopkins University Applied Physics Laboratory)
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Exhibitor Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Track : Evolving the Customer and Employee Experience, Optimizing the Support Organization
Session Type: Case Study
Session 503: The Value of Support: It's the Question That Always Comes Up...
Speaker: Doug Tedder (Tedder Consulting LLC)
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Exhibitor Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Track : Optimizing the Support Organization, Pursuing Service Excellence
Session Type: Session
Session 505: Build Your ITSM Core Strength for Customer Experience Success
Speaker: Greg Sanker (ITSMTransition)
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Exhibitor Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Track : Modernizing Service Management, Evolving the Customer and Employee Experience
Session Type: Session
Session 506: How to Prioritize All Your Priorities
Speaker: Brian Miller (Dixon Valve)
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Exhibitor Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Track : Leading World-Class Teams, Optimizing the Support Organization
Session Type: Case Study
Speaker: Rocky McGuire (Unisys)
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Exhibitor Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Track : Leading World-Class Teams, Evolving the Customer and Employee Experience
Session Type: Session
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Exhibitor Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Event Experience
Networking Lunch: Executive Connections
Pass Type: 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Executive Connections Conference Pass, Premium Executive Connections Conference Pass, Standard Executive Connections Conference Pass
Session Type: Event Experience
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Booth Staff Pass, Exhibitor Conference Pass, Expo Hall Only Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Session Type: Event Experience
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Exhibitor Conference Pass, Expo Hall Only Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Session Type: Event Experience
Speakers: Jason Wischer (1WISCH), Kristi Lawrence (Tyler Technologies)
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Exhibitor Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Track : Evolving the Customer and Employee Experience, Modernizing Service Management
Session Type: Panel Discussion
Session 602: How to Establish a Culture of Exceptional Customer Experience
Speaker: Mart Rovers (INTERPROM)
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Exhibitor Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Track : Evolving the Customer and Employee Experience, Leading World-Class Teams
Session Type: Session
Session 603: Aligning Service with Business Through Innovation-Focused Metrics
Speaker: Bill Guinn (Serviceaide)
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Exhibitor Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Track : Optimizing the Support Organization, Modernizing Service Management
Session Type: Session
Session 605: ITSM the Occam's Razor Way: Sometimes Simple Is Best
Speaker: Vicki Rogers (Georgia Institute of Technology)
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Exhibitor Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Track : Modernizing Service Management, Pursuing Service Excellence
Session Type: Case Study
Session 606: Dugger Wilkin: People Person Paper People
Speakers: Thomas Wilk (Wilk Consulting Group), Doug Rabold (Bold Ray Consulting)
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Exhibitor Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Track : Leading World-Class Teams, Evolving the Customer and Employee Experience
Session Type: Session
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Booth Staff Pass, Exhibitor Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Session Type: Event Experience
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Exhibitor Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Event Experience
Networking Breakfast: Executive Connections
Pass Type: Premium Executive Connections Conference Pass, Standard Executive Connections Conference Pass
Session Type: Event Experience
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Booth Staff Pass, Exhibitor Conference Pass, Expo Hall Only Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Session Type: Registration
Session 701: IT Interns: The Future of Smarter Service
Speaker: Adam Hohbein (Ameritas)
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Exhibitor Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Track : Evolving the Customer and Employee Experience, Leading World-Class Teams
Session Type: Case Study
Session 702: Keeping Your Team Engaged in a Virtual World
Speaker: Sandy Confer (Pennsylvania State University)
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Exhibitor Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Track : Evolving the Customer and Employee Experience
Session Type: Case Study
Session 703: Putting "The Way We've Always Done It" in the Rear View: A Service Improvement Roadmap
Speakers: Michael Hanson (PSCU), Teresa Pelley (PSCU)
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Exhibitor Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Track : Optimizing the Support Organization, Pursuing Service Excellence
Session Type: Case Study
Session 801: Hiring Your Way to Organizational Success
Speaker: Joe Sciulli (Software Engineering Institute | Carnegie Mellon University)
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Exhibitor Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Track : Evolving the Customer and Employee Experience, Leading World-Class Teams
Session Type: Session
Session 802: Optimizing Your Support Model: Federated vs. Centralized Service Desks
Speaker: Ryan Turcotte (Boston University)
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Exhibitor Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Track : Optimizing the Support Organization, Evolving the Customer and Employee Experience
Session Type: Case Study
Session 803: Lessons in Scaling IT Support from Veterans United Home Loans
Speakers: David Leon (Veterans United Home Loans), Johanna Cox (Veterans United Home Loans)
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Exhibitor Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Track : Optimizing the Support Organization
Session Type: Case Study
Session 805: The Perfect Recipe: ITIL with Agile to Propel Support Capability
Speaker: Robert Woods (Scrum Inc)
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Exhibitor Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Track : Modernizing Service Management, Optimizing the Support Organization
Session Type: Session
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Session Type: General Session