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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 504: The Heart and Science of Support: Balancing People and Processes

Doug Tedder  (Principal Consultant, Tedder Consulting LLC)

Randy Celaya  (President, TASC Training)

Location: Room 111

Date: Wednesday, May 1

Time: 11:30 am - 12:30 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: Session

Vault Recording: TBD

Audience Level: All

While often perceived as a framework of charts and workflows, ITSM is truly all about the people. People with the skills and savvy to ensure the seamless operation of processes, the efficient resolution of incidents, and the smooth management of changes, all while meeting the expectations of both IT and business stakeholders. But it's the processes embedded in the framework that empower your people to work cohesively, efficiently, and effectively. In this session, Doug Tedder and Randy Celaya will delve into why processes coupled with the human element are so important for successful ITSM. From skilled problem solvers to change managers, support teams, and financial experts, it's the collaboration of individuals that ensures IT services align seamlessly with your organization's goals and ambitions. Attend the session to uncover how people breathe life into processes and how processes empower people to success in the ever-changing world of technology.