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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.

Session 304: CSI: Continual Improvement

Vicki Rogers  (Director of Service Management, Georgia Institute of Technology)

Location: Room 105

Date: Tuesday, April 30

Time: 3:45 pm - 4:45 pm

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

Track : Modernizing Service Management, Optimizing the Support Organization

Session Type: Case Study

Vault Recording: TBD

Audience Level: All

Continual improvement is the cornerstone of great service management; as Axelos once put it, it's the "beating heart" of service management. But what happens when the heart stops beating? Is your continual improvement process a bit of a crime scene? It's okay -- you can be honest. If it is, this session is for you. Discover how to navigate the crime scene of your improvement journey. Learn how to gather clues, identify suspects, and crack the case using ITIL guiding principles and the continual improvement model. Walk away with the sleuthing skills and improvement techniques to tackle challenges in your own environments and with an actionable plan to breathe new life into your continual improvement process.


• ITIL Guiding Principles
• Continual Improvement Model
• How to Jump Start Continual Improvement
• How to be a true crime detective
• Suggestions for true crime podcasts
• Ideas for how to have fun at a conference and at work