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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.

May 15 Sunday | 8:30 am

Pre-1: HDI Support Center Director

Speaker: Randy Celaya  (The Coaching Bridge)

Pass Type: 3-day Training + Standard 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 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 Pass, 3-day Training Only

Session Type: Training

Pre-4: KCS Principles

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

Session Type: Training

Pre-5: ITIL4 Foundation

Speaker: Greg Sanker  (ITSM Transition)

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

Session Type: Session

May 15 Sunday | 12:00 pm

Lunch

Pass Type: 2-day Training + Standard Conference Pass, 2-day Training Only, 3-day Training + Standard Conference Pass, 3-day Training Only

Session Type: Session

May 15 Sunday | 3:45 pm

Session 308: Diversity, Equity, and Inclusion: IT Matters!

Speakers: Marie DiRuzza  (Mount Holyoke College), Christopher Chagnon  (Worcester Polytechnic Institute)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track : Leading World-Class Teams, Revolutionizing the Customer Experience

Session Type: Session

May 16 Monday | 8:30 am

Pre-1: HDI Support Center Director

Speaker: Randy Celaya  (The Coaching Bridge)

Pass Type: 3-day Training + Standard 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 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 Pass, 3-day Training Only

Session Type: Training

Pre-4: KCS Principles

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

Session Type: Training

Pre-5: ITIL4 Foundation

Speaker: Greg Sanker  (ITSM Transition)

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

Session Type: Session

Pre-6: HDI Support Center Team Lead

Pass Type: 2-day Training + Standard Conference Pass, 2-day Training Only

Session Type: Training

Pre-7: Succeeding with Metrics

Pass Type: 2-day Training + Standard Conference Pass, 2-day Training Only

Session Type: Training

May 16 Monday | 12:00 pm

Lunch

Pass Type: 2-day Training + Standard Conference Pass, 2-day Training Only, 3-day Training + Standard Conference Pass, 3-day Training Only

Session Type: Session

May 17 Tuesday | 8:30 am

Pre-10: Core Motive: Your Superpower for Decoding Human Potential

Speaker: Glynis Devine  (Glynis E. Devine)

Pass Type: Premium Conference Pass

Track : Maximizing People, Culture, and Performance

Session Type: Workshop

Pre-12: Great Expectations: The Foundations of a High-Performing Team

Speakers: Patti Blackstaffe  (GlobalSway), Kathy Veldboom  (Self Employed)

Pass Type: Premium Conference Pass

Track : Leading World-Class Teams, Maximizing People, Culture, and Performance

Session Type: Workshop

Pre-13: Rubber Ducks and Dump Trucks: Giving It All Away

Speaker: Kirk Weisler  (TEAM DYNAMICS LLD)

Pass Type: Premium Conference Pass

Track : Maximizing People, Culture, and Performance, Leading World-Class Teams

Session Type: Workshop

Pre-14: Continuous Improvement: Where Do I Begin?

Speaker: Ric Mims  (SDI Presence)

Pass Type: Premium Conference Pass

Track : Modernizing Service Management

Session Type: Workshop

Pre-15: Leadership Gold

Speaker: N.J. Robinson  (Hi-Tech Leadership)

Pass Type: Premium Conference Pass

Track : Leading World-Class Teams, Maximizing People, Culture, and Performance

Session Type: Workshop

Pre-16: At Your Service!: Defining Customer-Focused Services

Speakers: Marie DiRuzza  (Mount Holyoke College), Christopher Chagnon  (Worcester Polytechnic Institute)

Pass Type: Premium Conference Pass

Track : Modernizing Service Management

Session Type: Workshop

Pre-1: HDI Support Center Director

Speaker: Randy Celaya  (The Coaching Bridge)

Pass Type: 3-day Training + Standard 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 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 Pass, 3-day Training Only

Session Type: Training

Pre-4: KCS Principles

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

Session Type: Training

Pre-5: ITIL4 Foundation

Speaker: Greg Sanker  (ITSM Transition)

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

Session Type: Session

Pre-6: HDI Support Center Team Lead

Pass Type: 2-day Training + Standard Conference Pass, 2-day Training Only

Session Type: Training

Pre-7: Succeeding with Metrics

Pass Type: 2-day Training + Standard Conference Pass, 2-day Training Only

Session Type: Training

May 17 Tuesday | 12:00 pm

Lunch

Pass Type: 2-day Training + Standard Conference Pass, 2-day Training Only, 3-day Training + Standard Conference Pass, 3-day Training Only, Premium Conference Pass

Session Type: Session

May 17 Tuesday | 3:45 pm

The Great Programmable Subconscious: Using Hypnosis to Set Your GPS for Success

Speaker: Wayne Lee  (Wayne Lee Enterprises Inc.)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Session Type: Keynote

May 17 Tuesday | 5:00 pm

Networking Reception

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Expo Hall Only Pass, Premium Conference Pass, Standard Conference Pass

Session Type: Networking

May 18 Wednesday | 10:15 am

Session 101: Coming Soon!

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track : Leading World-Class Teams, Maximizing People, Culture, and Performance

Session Type: Panel Discussion

Session 102: Incident, Problem, and Change, Oh My!: Our Yellow Brick Road of Process

Speaker: Vicki Rogers  (Georgia Institute of Technology)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track : Modernizing Service Management

Session Type: Case Study

Session 103: Coming Soon!

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track : Optimizing the Support Organization, Pursuing Service Excellence

Session Type: Session

Session 104: Going Beyond the Numbers to Improve the Employee Experience

Speaker: Rae Ann Bruno  (Business Solutions Training, Inc.)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track : Maximizing People, Culture, and Performance, Leading World-Class Teams

Session Type: Session

Session 105: In Harmony: Blending ITIL Best Practices and ITSM Tools

Speakers: Donna Knapp  (ITSM Academy), Mike Cardinal  (Thirdera)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track : Modernizing Service Management

Session Type: Session

Session 106: The Path to Maturity: Action and Transformation at Thomas Jefferson University and Jefferson Health

Speakers: Nick D'Amico  (Jefferson), Joe O'Hanlon  (Jefferson)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track : Pursuing Service Excellence, Optimizing the Support Organization

Session Type: Case Study

Session 107: Transformation Beyond IT: Interdepartmental Collaboration and System Change

Speaker: Patti Blackstaffe  (GlobalSway)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track : Optimizing the Support Organization, Modernizing Service Management

Session Type: Session

Session 108: Customer Success Secrets That Transform the IT Experience

Speaker: Maddie Blumenthal  (QSTAC)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track : Revolutionizing the Customer Experience

Session Type: Session

Session 109: Meaning-Centered Leadership and the Value of Engagement, Empowerment, and Expertise

Speaker: Dr. Barbara Bartels  (Meaning-Centered Leadership)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track : Leading World-Class Teams, Maximizing People, Culture, and Performance

Session Type: Session

May 18 Wednesday | 11:35 am

Session 201: The State of the Industry in 2022

Speaker: Tim McElgunn  (HDI)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track : Pursuing Service Excellence, Optimizing the Support Organization

Session Type: Session

Session 202: 3 Employees Every IT Leader Leader Will Encounter

Speaker: N.J. Robinson  (Hi-Tech Leadership)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track : Leading World-Class Teams, Maximizing People, Culture, and Performance

Session Type: Session

Session 203: Robotics and AI in the ITSM World

Speaker: Dr. Mauricio Corona  (BP Gurus)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track : Modernizing Service Management

Session Type: Session

Session 204: The Good, the Bad, and the Ugly: The Four Levels of Gamification in Training

Speaker: Dr. Jonathan Peters  (Sententia, Inc)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track : Maximizing People, Culture, and Performance

Session Type: Case Study

Session 205: Coming Soon!

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track : Revolutionizing the Customer Experience, Modernizing Service Management

Session Type: Session

Session 206: The Three Dimensions of Cyber-Security and Service Operations

Speaker: David Moskowitz  (Creative Disruptions LLC)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track : Optimizing the Support Organization, Modernizing Service Management

Session Type: Session

Session 207: Coming Soon!

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track : Modernizing Service Management, Optimizing the Support Organization

Session Type: Session

Session 208: Take 5: What You Should Address Next

Speaker: Phyllis Drucker  (EZ2BGR8 Service Management)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track : Pursuing Service Excellence, Optimizing the Support Organization

Session Type: Session

Session 209: Coming Soon!

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track : Optimizing the Support Organization

Session Type: Session

May 18 Wednesday | 12:30 pm

Lunch

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Session Type: General Event

May 18 Wednesday | 1:00 pm

Explore the Expo Hall

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Expo Hall Only Pass, Premium Conference Pass, Standard Conference Pass

Session Type: Networking

May 18 Wednesday | 3:45 pm

Session 302: ITIL Hacks That Work!: Fast-Track Your Way to ITIL Maturity

Speaker: Jeff Rumburg  (MetricNet, LLC)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track : Modernizing Service Management, Pursuing Service Excellence

Session Type: Case Study

Session 303: Customer Experience and Customer Service: What's the Difference?

Speaker: Doug Rabold  (Bold Ray Consulting)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track : Revolutionizing the Customer Experience

Session Type: Session

Session 304: The Art of the Business Case: 5 Minutes to Glory

Speaker: Stephen  (CMIT Solutions of Biltmore)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track : Pursuing Service Excellence

Session Type: Session

Session 305: Supplier Management: Partnering for Success

Speakers: Angie Tobin  (Boeing), Roger Knop  (Dell), Aaron Lyon  (Dell)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track : Optimizing the Support Organization, Pursuing Service Excellence

Session Type: Case Study

Session 306: Bots, AI, and Intelligent Process Automation in Service Management

Speaker: Drew Jaehnig  (Bizagi)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track : Modernizing Service Management, Optimizing the Support Organization

Session Type: Session

Session 307: Onboarding a Distributed Global Support Team: Same or Different?

Speaker: Andrea Silas  (DreamHost)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track : Maximizing People, Culture, and Performance, Pursuing Service Excellence

Session Type: Case Study

May 18 Wednesday | 6:00 pm

Networking Reception

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Expo Hall Only Pass, Premium Conference Pass, Standard Conference Pass

Session Type: Networking

May 19 Thursday | 9:15 am

Expectation and the Predetermined Outcome: A View Through the Blue

Speaker: Randall Jaynes  (Blue Man Group)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Session Type: Keynote

May 19 Thursday | 10:15 am

Session 401: Coming Soon!

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track : Optimizing the Support Organization

Session Type: Panel Discussion

Session 403: Optimizing Success: The Performance Office

Speaker: Paul Fordiani  (Acuity, Inc)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track : Optimizing the Support Organization, Modernizing Service Management

Session Type: Case Study

Session 404: 5 Writing Skills Tech Support Pros Never Thought They'd Need, but They Do

Speaker: Leslie O'Flahavan  (E-WRITE)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track : Maximizing People, Culture, and Performance, Optimizing the Support Organization

Session Type: Session

Session 405: The Journey to Bring on a New ITSM Solution

Speaker: Mitch Bryant  (Norton Healthcare)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track : Modernizing Service Management, Pursuing Service Excellence

Session Type: Case Study

Session 406: Coming Soon!

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track : Leading World-Class Teams, Maximizing People, Culture, and Performance

Session Type: Session

Session 407: Managing the Flow of Feedback

Speaker: Donna Knapp  (ITSM Academy)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track : Revolutionizing the Customer Experience, Modernizing Service Management

Session Type: Session

Session 408: The 5 Elements to Maximize Value

Speaker: Kenneth E Wendle  (Edify ITSM)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track : Pursuing Service Excellence, Optimizing the Support Organization

Session Type: Session

May 19 Thursday | 11:35 am

Session 501: Enterprise Service Management: What Does It Mean for Your Organization?

Speaker: John Custy  (JPC GROUP)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track : Modernizing Service Management

Session Type: Panel Discussion

Session 502: Do Touch the Red Button

Speaker: Kirk Weisler  (Team Dynamics)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track : Leading World-Class Teams, Maximizing People, Culture, and Performance

Session Type: Session

Session 504: Inspiration Through Aspiration: Engage High-Performing Teams and Rock Customer Communication

Speaker: Sabrina Eigner  (Greentube)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track : Maximizing People, Culture, and Performance, Leading World-Class Teams

Session Type: Case Study

Session 505: Lessons Learned from Building a Self-Service Content Architecture

Speaker: Kathy Clemens  (BlackLine)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track : Optimizing the Support Organization, Pursuing Service Excellence

Session Type: Case Study

Session 506: Just Push Play: Building Relationships with MSP Clients

Speaker: LeRoy Bray  (Medicus IT)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track : Pursuing Service Excellence, Modernizing Service Management

Session Type: Case Study

Session 507: Level Up: How Streamers and Gaming Can Change ITSM

Speaker: Chris Chagnon  (Worcester Polytechnic Institute (WPI))

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track : Modernizing Service Management

Session Type: Session

Session 508: Making Cents: How We Elevated the Service Desk at the World's Largest Credit Union

Speaker: Don Varela  (Navy Federal Credit Union)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track : Pursuing Service Excellence

Session Type: Case Study

May 19 Thursday | 12:30 pm

Lunch

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Session Type: General Event

May 19 Thursday | 12:45 pm

LNL 10: OMG! It's True!: How to Achieve Radical Incident Reduction In Less Than 3 Months

Speaker: Randy Steinberg  (Concurrency Inc)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track : Pursuing Service Excellence, Optimizing the Support Organization

Session Type: Lunch and Learn

LNL 11: ITIL4: The New Frontier

Speaker: Jeffrey Tefertiller  (Service Management Leadership)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track : Modernizing Service Management

Session Type: Lunch and Learn

LNL 12: The Challenges of Providing White-Glove Service to a Growing Company

Speaker: Chris Eder  (IGS Energy)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track : Revolutionizing the Customer Experience, Pursuing Service Excellence

Session Type: Lunch and Learn

LNL 13: Organizational Change Management: From Planning in the Huddle to Executing on the Field

Speaker: Jason Wischer  (1WISCH)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track : Pursuing Service Excellence, Modernizing Service Management

Session Type: Lunch and Learn

LNL 14: How to Coach the Underperformer

Speaker: Glenn Cruz  (UC Berkeley)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track : Maximizing People, Culture, and Performance

Session Type: Lunch and Learn

LNL 9: Measuring Success: A Metrics Primer

Speaker: Edward Gray  (Grayematter Consulting)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track : Optimizing the Support Organization

Session Type: Lunch and Learn

May 19 Thursday | 1:00 pm

Explore the Expo Hall

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Expo Hall Only Pass, Premium Conference Pass, Standard Conference Pass

Session Type: Networking

May 19 Thursday | 4:15 pm

Session 601: Coming Soon!

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track : Revolutionizing the Customer Experience

Session Type: Panel Discussion

Session 602: Tapping the Potential of Self-Service: Success Factors from the Overachievers!

Speaker: Jeff Rumburg  (MetricNet, LLC)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track : Modernizing Service Management, Optimizing the Support Organization

Session Type: Case Study

Session 603: Coming Soon!

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track : Leading World-Class Teams, Maximizing People, Culture, and Performance

Session Type: Session

Session 604: Service Desk Agility: Is That a Thing?

Speaker: Ric Mims  (SupportCenter Global)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track : Pursuing Service Excellence, Modernizing Service Management

Session Type: Session

Session 605: Swarming 2.0: Converging to Solve Complex Problems

Speaker: Phil Verghis  (Klever Insight)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track : Optimizing the Support Organization, Modernizing Service Management

Session Type: Session

Session 606: Adapting to the Ever-Changing Workplace

Speaker: Patti Blackstaffe  (GlobalSway)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track : Maximizing People, Culture, and Performance, Leading World-Class Teams

Session Type: Session

May 19 Thursday | 7:30 pm

Conference Party at Hakkasan

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Session Type: Networking

May 20 Friday | 12:00 am

Session 704: A Fresh Look at SLAs

Speaker: Jeffrey Tefertiller  (Service Management Leadership)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track : Pursuing Service Excellence, Optimizing the Support Organization

Session Type: Session

May 20 Friday | 9:00 am

Session 701: Coming Soon!

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track : Optimizing the Support Organization, Modernizing Service Management

Session Type: Session

Session 702: Coming Soon!

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track : Revolutionizing the Customer Experience

Session Type: Session

Session 703: The Path to Service Desk Maturity

Speakers: Michael Hanson  (PSCU), Angee Phong  (SS&C Technologies)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track : Modernizing Service Management, Optimizing the Support Organization

Session Type: Session

Session 705: When It Comes to Support Analysts, "Empowerment" Is a Meaningless Term

Speaker: Leslie O'Flahavan  (E-WRITE)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track : Maximizing People, Culture, and Performance, Leading World-Class Teams

Session Type: Session

Session 706: Leadership with E's

Speaker: Doug Rabold  (Bold Ray Consulting)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track : Leading World-Class Teams, Maximizing People, Culture, and Performance

Session Type: Session

Session 707: Demystifying User Research: Getting Answers from Your Surveys and Feedback

Speaker: Matt Beran  (InvGate)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track : Revolutionizing the Customer Experience, Optimizing the Support Organization

Session Type: Session

May 20 Friday | 10:20 am

Session 801: Boosting Employee Wellness

Speaker: Amber Jenson, MA, SPHR, SHRM-SCP  (ilYOUmination Coaching and Wellness, LLC)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track : Maximizing People, Culture, and Performance

Session Type: Session

Session 802: CX in Digital World: Juggling Productivity and Happiness

Speaker: Dr. Ariana Bucio  (BP Gurus)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track : Revolutionizing the Customer Experience, Maximizing People, Culture, and Performance

Session Type: Session

Session 803: Coming Soon!

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track : Pursuing Service Excellence, Optimizing the Support Organization

Session Type: Session

Session 804: CMDB Governance: It Doesn't Have to Be Rocket Science

Speaker: Glen Hoffmann  (Computer Design & Integration)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track : Modernizing Service Management

Session Type: Session

Session 805: A Transformation Tale: How One Company Reinvented Its Support Culture

Speakers: Tammy Ward  (ATB Financial), Niko Miller  (ATB Financial)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track : Leading World-Class Teams, Pursuing Service Excellence

Session Type: Case Study

Session 806: Tier 1: The Frontline of Cyber-Defense

Speaker: Nick Powers  (UNCOMN, LLC)

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track : Optimizing the Support Organization

Session Type: Session