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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 401: First Class or Economy?: Not All Experiences Need to Be Great

Katrina Macdermid  (Co-founder & Director, HIT Global)

Location: Room 201

Date: Wednesday, May 1

Time: 10:15 am - 11:15 am

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 : Optimizing the Support Organization, Evolving the Customer and Employee Experience

Session Type: Session

Vault Recording: TBD

Audience Level: All

We often hear about creating exceptional experiences, but we often settle for merely satisfactory experiences. It's not unlike aspiring to fly first class but opting to fly economy. Why? Because it aligns with what we can afford and are willing to pay for. Similarly, in the realm of ITSM, we must ask ourselves what the business is willing to pay for in terms of the service management experience? This session explores the idea that not all experiences need to be great; it's about creating the right experience based on constraints, perceived value, and realistic expectations. By focusing on what's feasible and aligning with business objectives, we can enhance service delivery in a way that benefits both the organization and its stakeholders.


Human-Centered Design: Techniques of human-centered design are introduced as a critical tool for identifying the right IT service management experience. By placing the human element at the center, organizations can better understand the needs and preferences of both customers and employees.

Differentiating Great from Right: The speech emphasizes the importance of distinguishing between creating a great experience and the right experience. Not all experiences need to be exceptional; sometimes, what's right for the organization is what truly matters.

Balancing Resources and Value: The speech underscores the importance of balancing available resources with the value delivered. IT service management should aim to provide value within the constraints of the organization's budget and capabilities.