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.
Location: Meeting Room Foyers
Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only
Session Type: Networking
Location: Conference Center Foyer
Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only
Session Type: General Event
Pre-1: HDI Support Center Director
Speaker: Randy Celaya (The Coaching Bridge)
Location: Grand Ballroom 106
Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only
Session Type: Pre-Conference Training
Pre-2: HDI Support Center Manager
Speaker: Doug Tedder (Tedder Consulting LLC)
Location: Grand Ballroom 107
Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only
Session Type: Pre-Conference Training
Pre-3: HDI Desktop Support Manager
Speaker: Ric Mims (SDI Presence)
Location: Grand Ballroom 108
Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only
Session Type: Pre-Conference Training
Speaker: Darrell Bond (RADAR Solutions Group)
Location: Grand Ballroom 109
Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only
Session Type: Pre-Conference Training
Speaker: Greg Sanker (ITSM Transition)
Location: Grand Ballroom 110
Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only
Session Type: Pre-Conference Training
Speaker: Rae Ann Bruno (Business Solutions Training, Inc.)
Location: Vista Ballroom 201
Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only
Session Type: Pre-Conference Training
Location: Meeting Room Foyers
Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only
Session Type: Networking
Location: Meeting Room Foyers
Pass Type: 2-day Training + Standard Conference Pass, 2-day Training Only, 3-day Training + Standard Conference Pass, 3-day Training Only
Session Type: Networking
Location: Conference Center Foyer
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: General Event
Pre-1: HDI Support Center Director
Speaker: Randy Celaya (The Coaching Bridge)
Location: Grand Ballroom 106
Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only
Session Type: Pre-Conference Training
Pre-2: HDI Support Center Manager
Speaker: Doug Tedder (Tedder Consulting LLC)
Location: Grand Ballroom 107
Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only
Session Type: Pre-Conference Training
Pre-3: HDI Desktop Support Manager
Speaker: Ric Mims (SDI Presence)
Location: Grand Ballroom 108
Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only
Session Type: Pre-Conference Training
Speaker: Darrell Bond (RADAR Solutions Group)
Location: Grand Ballroom 109
Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only
Session Type: Pre-Conference Training
Speaker: Greg Sanker (ITSM Transition)
Location: Grand Ballroom 110
Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only
Session Type: Pre-Conference Training
Pre-6: HDI Support Center Team Lead
Speaker: Rebecca Gibson (Gibson Learning and Performance)
Location: Vista Ballroom 202
Pass Type: 2-day Training + Standard Conference Pass, 2-day Training Only
Session Type: Pre-Conference Training
Pre-7: Succeeding with Metrics
Speaker: Jeff Rumburg (MetricNet, LLC)
Location: Vista Ballroom 203
Pass Type: 2-day Training + Standard Conference Pass, 2-day Training Only
Session Type: Pre-Conference Training
Speaker: Rae Ann Bruno (Business Solutions Training, Inc.)
Location: Vista Ballroom 201
Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only
Session Type: Pre-Conference Training
Location: Meeting Room Foyers
Pass Type: 2-day Training + Standard Conference Pass, 2-day Training Only, 3-day Training + Standard Conference Pass, 3-day Training Only
Session Type: Networking
Location: Terrace Ballroom
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: Networking
Location: Conference Center Foyer
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: General Event
Pre-10: Core Motive: Your Superpower for Decoding Human Potential
Speaker: Glynis Devine (Glynis E. Devine)
Location: Grand Ballroom 113
Pass Type: Premium Conference Pass
Track : Maximizing People, Culture, and Performance
Session Type: Workshop
Pre-11: The Essence of Experience
Speaker: Alan Nance (XLACollab)
Location: Vista Ballroom 204
Pass Type: Premium Conference Pass
Track : Revolutionizing the Customer Experience, Modernizing Service Management
Session Type: Workshop
Pre-12: Great Expectations: The Foundations of a High-Performing Team
Speakers: Patti Blackstaffe (GlobalSway), Kathy Veldboom (Self Employed)
Location: Grand Ballroom 112
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)
Location: Grand Ballroom 114
Pass Type: Premium Conference Pass
Track : Maximizing People, Culture, and Performance, Leading World-Class Teams
Session Type: Workshop
Speaker: NJ Robinson (Hi-Tech Leadership)
Location: Vista Ballroom 205
Pass Type: Premium Conference Pass
Track : Leading World-Class Teams, Maximizing People, Culture, and Performance
Session Type: Workshop
Pre-1: HDI Support Center Director
Speaker: Randy Celaya (The Coaching Bridge)
Location: Grand Ballroom 106
Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only
Session Type: Pre-Conference Training
Pre-2: HDI Support Center Manager
Speaker: Doug Tedder (Tedder Consulting LLC)
Location: Grand Ballroom 107
Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only
Session Type: Pre-Conference Training
Pre-3: HDI Desktop Support Manager
Speaker: Ric Mims (SDI Presence)
Location: Grand Ballroom 108
Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only
Session Type: Pre-Conference Training
Speaker: Darrell Bond (RADAR Solutions Group)
Location: Grand Ballroom 109
Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only
Session Type: Pre-Conference Training
Speaker: Greg Sanker (ITSM Transition)
Location: Grand Ballroom 110
Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only
Session Type: Pre-Conference Training
Pre-6: HDI Support Center Team Lead
Speaker: Rebecca Gibson (Gibson Learning and Performance)
Location: Vista Ballroom 202
Pass Type: 2-day Training + Standard Conference Pass, 2-day Training Only
Session Type: Pre-Conference Training
Pre-7: Succeeding with Metrics
Speaker: Jeff Rumburg (MetricNet, LLC)
Location: Vista Ballroom 203
Pass Type: 2-day Training + Standard Conference Pass, 2-day Training Only
Session Type: Pre-Conference Training
Speaker: Rae Ann Bruno (Business Solutions Training, Inc.)
Location: Vista Ballroom 201
Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only
Session Type: Pre-Conference Training
Pre-9: At Your Service!: Defining Customer-Focused Services
Speakers: Marie DiRuzza (Mount Holyoke College), Christopher Chagnon (Worcester Polytechnic Institute)
Location: Grand Ballroom 111
Pass Type: Premium Conference Pass
Track : Modernizing Service Management
Session Type: Workshop
Location: Terrace Ballroom
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: Networking
The Great Programmable Subconscious: Using Hypnosis to Set Your GPS for Success
Speaker: Wayne Lee (Wayne Lee Enterprises Inc.)
Location: Grand Ballroom
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Keynote
Location: Marquee Ballroom
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
Location: Terrace Ballroom
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Networking
Location: Conference Center Foyer
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: General Event
Global Service and Support Awards Ceremony
Speaker: Kirk Weisler (TEAM DYNAMICS LLD)
Location: Grand Ballroom
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Keynote
Future-Proof the Enterprise Through Automation While Empowering Employees
Speaker: Keith O'Kelly (IFS Assyst)
Location: Grand Ballroom
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Keynote
Beyond Happiness: Why Purpose Is the Secret to Team Performance
Speaker: Jenn Lim (Delivering Happiness)
Location: Grand Ballroom
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Keynote
Session 101: The Importance of Being a Servant Leader
Speakers: Pete McGarahan (First American Financial), Doug Tedder (Tedder Consulting LLC), Anthony Orr (SDI Presence), Monica Morrison (Marriott International), Ric Mims (SDI Presence)
Location: Grand 111
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)
Location: Grand Ballroom 121
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: The Challenges of Providing White-Glove Support to a Growing Company
Speaker: Chris Eder (IGS Energy)
Location: Grand Ballroom 112
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: Session
Session 104: Going Beyond the Numbers to Improve the Employee Experience
Speaker: Rae Ann Bruno (Business Solutions Training, Inc.)
Location: Grand Ballroom 114
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)
Location: Grand Ballroom 122
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: Find Your North Star: How a Strong Organizational Culture Makes Anything Possible!
Speakers: Paul Honsey (University of Minnesota), Phoebe Johnson (University of Minnesota), Kathy Breitenbach (University of Minnesota), Larry Storey (University of Minnesota)
Location: Grand Ballroom 113
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 107: Transformation Beyond IT: Interdepartmental Collaboration and System Change
Speaker: Patti Blackstaffe (GlobalSway)
Location: Grand Ballroom 106/107
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)
Location: Grand Ballroom 109/110
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: Take 5: What You Should Address Next
Speaker: Phyllis Drucker (EZ2BGR8 Service Management)
Location: Grand Ballroom 123
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 201: The State of the Industry in 2022
Speaker: Tim McElgunn (HDI)
Location: Grand Ballroom 112
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: Stars, Role Players, and Benchwarmers: 3 Players Every Leader Will Lead
Speaker: N.J. Robinson (Hi-Tech Leadership)
Location: Grand Ballroom 106/107
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: Mauricio Corona (BP Gurus)
Location: Grand Ballroom 121
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
Speaker: Sabrina Eigner (Greentube)
Location: Grand Ballroom 113
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 205: Experience Management, Vol. 2: Still Rocking Your Support World
Speaker: Alan Nance (XLACollab)
Location: Grand Ballroom 111
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 (DVMS Institute)
Location: Grand Ballroom 109/110
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: Getting Change Management Right. Again.
Speaker: Greg Sanker (ITSM Transition)
Location: Grand Ballroom 122
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: Are Your Metrics Telling the Right Story?
Speaker: Doug Tedder (Tedder Consulting LLC)
Location: Grand Ballroom 123
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
Location: Terrace Ballroom
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Networking
How AI Drives Better Employee Experiences and Business Outcomes
Speaker: Daren Goesen (Ivanti)
Location: Grand Ballroom 121
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Sponsored Session
Infrastructure Forensics? Yes, PLEASE!
Speakers: Ken Adamson (Matrix42), Andrei Tchouvelev (Matrix42)
Location: Grand Ballroom 122
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Sponsored Session
Location: Marquee Ballroom
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
Transform Employee Experience with SysAid's AI Service Desk
Speaker: Erik Snider (SysAid)
Location: Marquee Ballroom, Solution Spotlight Stage
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: Sponsored Session
The End of "I'll Get Back to You": How You Can Proactively Improve the Digital Employee Experience
Speaker: Daren Goeson (Ivanti)
Location: Marquee Ballroom, Solution Spotlight Stage
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: Sponsored Session
Essentials to Keeping People Happy
Speakers: Ken Adamson (Matrix42), Andrei Tchouvelev (Matrix42)
Location: Marquee Ballroom, Solution Spotlight Stage
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: Sponsored Session
Session 301: Succeeding in the Hybrid Workplace
Speakers: Rae Ann Bruno (Business Solutions Training, Inc.), Alan Nance (XLACollab), Angee Phong (SS&C Technologies), Gina Montague (Infinite Campus), Weston Morris (Unisys)
Location: Grand Ballroom 111
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: Panel Discussion
Session 302: ITIL Hacks That Work!: Fast-Track Your Way to ITIL Maturity
Speaker: Jeff Rumburg (MetricNet, LLC)
Location: Grand Ballroom 114
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: When Great SLAs Don't Work…and What to Do About It
Speaker: David Cannon (Nfiniti3)
Location: Grand Ballroom 123
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 304: The Art of the Business Case: 5 Minutes to Glory
Speaker: Stephen Paskel (CMIT Solutions of Biltmore)
Location: Grand Ballroom 106/107
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)
Location: Grand Ballroom 112
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: OMG! It's True!: How to Achieve Radical Incident Reduction In Less Than 3 Months
Speaker: Randy Steinberg (Concurrency Inc)
Location: Grand Ballroom 113
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 307: Diversity, Equity, and Inclusion: IT Matters!
Speakers: Marie DiRuzza (Mount Holyoke College), Christopher Chagnon (Worcester Polytechnic Institute)
Location: Grand Ballroom 121
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
Session 308: Boosting Employee Wellness
Speaker: Amber Jenson, MA, SPHR, SHRM-SCP (ilYOUmination Coaching and Wellness, LLC)
Location: Grand Ballroom 109/110
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
Enterprise Service Management Is a Strategy, Not a Tool: A Success Guide for IT and Beyond
Speakers: Tim McElgunn (HDI), Roy Atkinson (Clifton Butterfield, LLC), David Cannon (Nfiniti3), Marni Casanova (T-Mobile US, Inc.)
Location: Grand Ballroom
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Keynote
Location: Marquee Ballroom
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
ITSM - The Secret Behind Every Great IT Pro
Speaker: Sean Sebring (SolarWinds)
Location: Marquee Ballroom, Solution Spotlight Stage
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: Sponsored Session
Endpoint Management: Quicker Response to End User Needs with Automation
Speaker: Alfredo Contreras (Baramundi)
Location: Marquee Ballroom, Solution Spotlight Stage
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: Sponsored Session
Location: Terrace Ballroom
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Networking
Location: Conference Center Foyer
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: General Event
[VIRTUAL] The Great Programmable Subconscious: Using Hypnosis to Set Your GPS for Success
Speaker: Wayne Lee (Wayne Lee Enterprises Inc.)
Location: Session page in app
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass, Standard Digital Pass
Session Type: Keynote
Expectation and the Predetermined Outcome: A View Through the Blue
Speaker: Randall Jaynes (Blue Man Group)
Location: Grand Ballroom
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Keynote
[VIRTUAL] Incident, Problem, and Change, Oh My!: Our Yellow Brick Road of Process
Speaker: Vicki Rogers (Georgia Institute of Technology)
Location: Session page in app
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass, Standard Digital Pass
Track : Modernizing Service Management
Session Type: Case Study
[VIRTUAL] Transformation Beyond IT: Interdepartmental Collaboration and System Change
Speaker: Patti Blackstaffe (GlobalSway)
Location: Session page in app
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass, Standard Digital Pass
Track : Optimizing the Support Organization, Modernizing Service Management
Session Type: Session
Session 401: Optimize Before You Automate: Why and How
Speakers: Roy Atkinson (Clifton Butterfield, LLC), Rae Ann Bruno (Business Solutions Training, Inc.), Doug Tedder (Tedder Consulting LLC), Greg Sanker (ITSM Transition), Vicki Rogers (Georgia Institute of Technology)
Location: Grand Ballroom 111
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 402: Desktop Support in a Hybrid Workforce Environment
Speaker: Anna McBride (CDW)
Location: Grand Ballroom 109/110
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track : Pursuing Service Excellence, Maximizing People, Culture, and Performance
Session Type: Case Study
Session 403: Optimizing Success: The Performance Office
Speaker: Paul Fordiani (Acuity, Inc)
Location: Grand Ballroom 106/107
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)
Location: Grand Ballroom 113
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)
Location: Grand Ballroom 112
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: The Death Star Wasn't Built in a Day: Leadership Lessons from "Star Wars"
Speaker: Tom Wilk (84 Lumber)
Location: Grand Ballroom 121
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)
Location: Grand Ballroom 123
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)
Location: Grand Ballroom 122
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
[VIRTUAL] Robotics and AI in the ITSM World
Speaker: Mauricio Corona (BP Gurus)
Location: Session page in app
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass, Standard Digital Pass
Track : Modernizing Service Management
Session Type: Session
[VIRTUAL] Stars, Role Players, and Benchwarmers: 3 Players Every Leader Will Lead
Speaker: NJ Robinson (Hi-Tech Leadership)
Location: Session page in app
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass, Standard Digital Pass
Track : Leading World-Class Teams, Maximizing People, Culture, and Performance
Session Type: Session
Session 501: ITIL4: The New Frontier
Speaker: Jeffrey Tefertiller (Service Management Leadership)
Location: Grand Ballroom 111
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 502: Do Touch the Red Button
Speaker: Kirk Weisler (Team Dynamics)
Location: Grand Ballroom 123
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 503: Customer Experience and Customer Service: What's the Difference?
Speaker: Doug Rabold (Bold Ray Consulting)
Location: Grand Ballroom 106/107
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 504: How to Coach the Underperformer
Speaker: Glenn Cruz (UC Berkeley)
Location: Grand Ballroom 113
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 505: Lessons Learned from Building a Self-Service Content Architecture
Speaker: Kathy Clemens (BlackLine)
Location: Grand Ballroom 112
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)
Location: Grand Ballroom 121
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: Christopher Chagnon (Worcester Polytechnic Institute (WPI))
Location: Grand Ballroom 122
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: Measuring Success: A Metrics Primer
Speaker: Edward Gray (Grayematter Consulting)
Location: Grand Ballroom 109/110
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
Location: Terrace Ballroom
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Networking
[VIRTUAL] Diversity, Equity, and Inclusion: IT Matters!
Speakers: Marie DiRuzza (Mount Holyoke College), Christopher Chagnon (Worcester Polytechnic Institute)
Location: Session page in app
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass, Standard Digital Pass
Track : Leading World-Class Teams, Revolutionizing the Customer Experience
Session Type: Session
[VIRTUAL] The Art of the Business Case: 5 Minutes to Glory
Speaker: Stephen Paskel (CMIT Solutions of Biltmore)
Location: Session page in app
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass, Standard Digital Pass
Track : Pursuing Service Excellence
Session Type: Session
Location: Marquee Ballroom
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
Crafting an Exceptional Employee Onboarding Experience Across Work Models
Speaker: Jendra John (Manage Engine)
Location: Marquee Ballroom, Solution Spotlight Stage
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: Sponsored Session
[VIRTUAL] Global Service and Support Awards Ceremony
Location: Session page in app
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass, Standard Digital Pass
Session Type: Session
Harnessing AI and Service Automation to Streamline Your Service Desk Processes
Speaker: Jason Yeary (Symphony SummitAI)
Location: Marquee Ballroom, Solution Spotlight Stage
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: Sponsored Session
[VIRTUAL] Enterprise Service Management Is a Strategy, Not a Tool: A Success Guide for IT and Beyond
Speakers: Tim McElgunn (HDI), Roy Atkinson (Clifton Butterfield, LLC), David Cannon (Nfiniti3), Marni Casanova (T-Mobile US, Inc.)
Location: Session page in app
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass, Standard Digital Pass
Session Type: Keynote
3 Steps to Never Lose a Customer Again
Speaker: Pete Khanna (TeamSupport)
Location: Marquee Ballroom, Solution Spotlight Stage
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: Sponsored Session
Beyond Tier 1: How to Automate Your Tier 2 and Tier 3 Support for Maximum ROI
Speaker: Nelson Veiga (Espressive)
Location: Marquee Ballroom, Solution Spotlight Stage
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: Sponsored Session
Meeting Compliance for Today's Remote Workforce
Speaker: Jeremy Russeau (Avatier Corporation)
Location: Marquee Ballroom, Solution Spotlight Stage
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: Sponsored Session
Location: Marquee Ballroom, Solution Spotlight Stage
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: General Event
Session 601: The CX Dating Game
Speaker: Nate Brown (Arise Virtual Solutions)
Location: Grand Ballroom 121
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)
Location: Grand Ballroom 114
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: Strategic Service Leadership: Creating Business-Relevant Services, Culture, and Value
Speaker: Pete McGarahan (First American Financial)
Location: Grand Ballroom 123
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: Session
Session 604: Service Desk Agility: Is That a Thing?
Speaker: Ric Mims (SDI Presence)
Location: Grand Ballroom 122
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: Using KIT Principles to Solve Complex Problems
Speaker: Phil Verghis (Klever Insight)
Location: Grand Ballroom 112
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)
Location: Grand Ballroom 113
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 607: Organizational Change Management: From Planning in the Huddle to Executing on the Field
Speaker: Jason Wischer (1WISCH)
Location: Grand Ballroom 111
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
Location: Club Hakkasan
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Networking
Location: Terrace Ballroom
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Networking
Location: Conference Center Foyer
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: General Event
Session 701: Powering Up Your Organization with 21st-Century Knowledge Management
Speaker: Roy Atkinson (Clifton Butterfield, LLC)
Location: Grand Ballroom 121
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: The Customer Experience Cram Session
Speaker: Nate Brown (Arise Virtual Solutions)
Location: Grand Ballroom 123
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)
Location: Grand Ballroom 113
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 704: A Fresh Look at SLAs
Speaker: Jeffrey Tefertiller (Service Management Leadership)
Location: Grand Ballroom 106/107
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 705: When It Comes to Support Analysts, "Empowerment" Is a Meaningless Term
Speaker: Leslie O'Flahavan (E-WRITE)
Location: Grand Ballroom 122
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: Leading by Letting Go
Speaker: Doug Rabold (Bold Ray Consulting)
Location: Grand Ballroom 112
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: Surveys That Actually Work
Speaker: Matt Beran (InvGate)
Location: Grand Ballroom 109/110
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
[VIRTUAL] Beyond Happiness: Why Purpose Is the Secret to Team Performance
Speaker: Jenn Lim (Delivering Happiness)
Location: Session page in app
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass, Standard Digital Pass
Session Type: Keynote
[VIRTUAL] Managing the Flow of Feedback
Speaker: Donna Knapp (ITSM Academy)
Location: Session page in app
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass, Standard Digital Pass
Track : Revolutionizing the Customer Experience, Modernizing Service Management
Session Type: Session
[VIRTUAL] The Death Star Wasn't Built in a Day: Leadership Lessons from Star Wars
Speaker: Tom Wilk (84 Lumber)
Location: Session page in app
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass, Standard Digital Pass
Track : Leading World-Class Teams, Maximizing People, Culture, and Performance
Session Type: Session
Session 802: CX in Digital World: Juggling Productivity and Happiness
Speaker: Dr. Ariana Bucio (BP Gurus)
Location: Grand Ballroom 121
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: Can't Stop the Signal: Noise Cancellation and the Support Center at SRS Distribution
Speaker: Collin Pennington (SRS Distribution Inc.)
Location: Grand Ballroom 113
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 804: CMDB Governance: It Doesn't Have to Be Rocket Science
Speaker: Glen Hoffmann (Computer Design & Integration)
Location: Grand Ballroom 112
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)
Location: Grand Ballroom 123
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)
Location: Grand Ballroom 106/107
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
[VIRTUAL] Do Touch the Red Button
Speaker: Kirk Weisler (Team Dynamics)
Location: Session page in app
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass, Standard Digital Pass
Track : Leading World-Class Teams, Maximizing People, Culture, and Performance
Session Type: Session
[VIRTUAL] Just Push Play: Building Relationships with MSP Clients
Speaker: LeRoy Bray (Medicus IT)
Location: Session page in app
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass, Standard Digital Pass
Track : Pursuing Service Excellence, Modernizing Service Management
Session Type: Case Study
[VIRTUAL] Strategic Service Leadership: Creating Business-Relevant Services, Culture, and Value
Speaker: Pete McGarahan (First American Financial)
Location: Session page in app
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass, Standard Digital Pass
Track : Leading World-Class Teams, Pursuing Service Excellence
Session Type: Session
Speaker: Nate Brown (Arise Virtual Solutions)
Location: Session page in app
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass, Standard Digital Pass
Track : Revolutionizing the Customer Experience
Session Type: Session
[VIRTUAL] Expectation and the Predetermined Outcome: A View Through the Blue
Speaker: Randall Jaynes (Blue Man Group)
Location: Session page in app
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass, Standard Digital Pass
Session Type: Keynote