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.
Ric Mims has more than 28 years of experience in service desk management, ITSM, consulting and operations. Ric has held various positions throughout his career, from team leader to help desk manager to ITSM consultant. He's also served in many capacities for HDI, including as a member of the HDI Faculty, a frequent speaker at HDI conferences, and a former local chapter president. Ric's most recent work encompassed project leadership for planning, design, and implementation of ITSM initiatives for Occidental Petroleum, Charles Schwab, and Cepheid BioTech, to name a few. Currently, he is the ServiceNow Solutions Director for SDI Presence, based in Chicago.