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SupportWorld Live

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.

Apr 30 Sunday | 7:30 am

Networking Breakfast

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

Session Type: Event Experience

Registration and Information

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

Session Type: Registration

Apr 30 Sunday | 8:30 am

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

Pre-4: KCS Principles

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

Pre-5: ITIL4 Foundation

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

Pre-6: XLA Foundations

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

Apr 30 Sunday | 12:00 pm

Networking Lunch

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

Session Type: Event Experience

May 01 Monday | 7:30 am

Networking Breakfast

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

Registration and Information

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

May 01 Monday | 8:30 am

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

Pre-4: KCS Principles

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

Pre-5: ITIL4 Foundation

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

Pre-6: XLA Foundations

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

May 01 Monday | 12:00 pm

Networking Lunch

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

May 02 Tuesday | 7:30 am

Networking Breakfast

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

Registration and Information

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

May 02 Tuesday | 8:30 am

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

Pre-13: Diversity Summit

Pass Type: Premium Conference Pass

Session Type: Workshop

Pre-14: Executive Summit

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

Pre-4: KCS Principles

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

Pre-5: ITIL4 Foundation

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

Pre-6: XLA Foundations

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

May 02 Tuesday | 12:00 pm

Networking Lunch

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

May 02 Tuesday | 3:45 pm

Opening General 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

May 02 Tuesday | 5:00 pm

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

May 03 Wednesday | 7:00 am

Networking Breakfast: Executive Connections

Pass Type: Premium Executive Connections Conference Pass, Standard Executive Connections Conference Pass

Session Type: Event Experience

May 03 Wednesday | 7:30 am

Networking Breakfast

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

Registration and Information

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

May 03 Wednesday | 8:30 am

Morning General 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

May 03 Wednesday | 10:15 am

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

May 03 Wednesday | 11:30 am

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

May 03 Wednesday | 12:30 pm

Networking Lunch

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

May 03 Wednesday | 1:30 pm

Explore 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

May 03 Wednesday | 3:45 pm

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

Session 302: Transformation and Experience: How Support Organizations Contribute to Organizational Improvement

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

Session 306: Managing Your Flight Deck: Essential Skills for Leading Multiple Teams While Staying on Course

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

May 03 Wednesday | 5:00 pm

Afternoon General 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

May 03 Wednesday | 6:00 pm

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

May 04 Thursday | 7:00 am

Networking Breakfast: Executive Connections

Pass Type: Premium Executive Connections Conference Pass, Standard Executive Connections Conference Pass

Session Type: Event Experience

May 04 Thursday | 7:30 am

Networking Breakfast

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

Registration and Information

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

May 04 Thursday | 8:30 am

Morning General 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

May 04 Thursday | 10:15 am

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

May 04 Thursday | 11:30 am

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

Session 507: The Heart in the Art of Leadership: How to Help a Surviving Team Thrive Through Servant Leadership

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

May 04 Thursday | 12:30 pm

Networking Lunch

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

May 04 Thursday | 1:30 pm

Explore 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

May 04 Thursday | 3:45 pm

Passport to Prizes Giveaway

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

May 04 Thursday | 4:15 pm

Session 601: Navigating the Total Experience Ecosystem to Delight Your Customers, Employees, and Stakeholders

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

May 04 Thursday | 7:00 pm

Conference Party

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

May 05 Friday | 8:00 am

Networking Breakfast

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

Registration and Information

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

May 05 Friday | 9:00 am

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

May 05 Friday | 10:15 am

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

May 05 Friday | 11:30 am

Closing General 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