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SupportWorld Live - Schedule Viewer

Covering critical topics across the entire service and support industry and serving the full range of professional needs (from senior management through to the frontline), SupportWorld Live gives you several days in a welcoming, energetic community to focus solely on delivering smarter service and better business outcomes.

Click on session titles for full session descriptions. All times noted are in PT.

Enterprise Service Management Is a Strategy, Not a Tool: A Success Guide for IT and Beyond

Tim McElgunn  (Principal Analyst, HDI)

Roy Atkinson  (CEO, Clifton Butterfield, LLC)

David Cannon  (EVP, Nfiniti3)

Marni Casanova  (Director, End User Support, T-Mobile US, Inc.)

Location: Grand Ballroom

Date: Wednesday, May 18

Time: 5:00 pm - 6:00 pm

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass - Get your pass now!

Session Type: Keynote

Vault Recording: TBD

Audience Level: All

Join HDI Strategic Advisory Board members for insights and advice on extending the benefits of service management across all organizational units and departments in your enterprise. Our panel will open your eyes to why, even with the best tools in place, success will remain elusive until you understand enterprise service management (ESM) as a strategic mindset. Their deep experience and pragmatic perspectives will help you approach ESM as a critical enabler of an overarching organizational mission, rather than a collection of tools or a one-and-done initiative.

You’ll leave ready to recognize the real-word questions that ESM raises for IT and across the entire enterprise, and you’ll be much better equipped to identify the people and processes that will be critical to starting – or continuing – a successful ESM journey.
In a wide-ranging discussion, David Cannon, Roy Atkinson, and Marni Casanova will share the hard-won insights they’ve gained while helping extend the service management mindset to every member of IT support organizations and supporting departments outside IT as they work to adapt service management frameworks to their own critical value streams.