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Browse, filter, and select your list of sessions and activities. You can plan your schedule in advance and access it before and during the show via export or the conference app. This tool is provided for your convenience and does not guarantee admission to the sessions you select. Adding a session to your schedule does not register you for any preconference training or workshops.

Saturday | 7:00 am

Pre-Conference Training Breakfast

Pass Type: Pre-Conference Workshop

Track: General Event

Registration and Information

Pass Type: Pre-Conference Workshop

Track: General Event

Saturday | 8:30 am

Pre-1: Three-day Training: Support Center Director

Speaker: Randy Celaya (The Coaching Bridge)

Pass Type: Pre-Conference Workshop

Track: Pre-Conference Training

Pre-2: Three-day Training: KCS Principles

Speaker: Julie Mohr (JulieLMohr.com)

Pass Type: Pre-Conference Workshop

Track: Pre-Conference Training

Pre-3: Three-day Training: ITIL4 Foundation

Speaker: John Custy (JPC Group)

Pass Type: Pre-Conference Workshop

Track: Pre-Conference Training

Sunday | 7:00 am

Pre-Conference Training Breakfast

Pass Type: Pre-Conference Workshop

Track: General Event

Registration and Information

Pass Type: Conference & Expo Package, Pre-Conference Workshop

Track: General Event

Sunday | 8:30 am

Pre-1: Three-day Training: Support Center Director

Speaker: Randy Celaya (The Coaching Bridge)

Pass Type: Pre-Conference Workshop

Track: Pre-Conference Training

Pre-2: Three-day Training: KCS Principles

Speaker: Julie Mohr (JulieLMohr.com)

Pass Type: Pre-Conference Workshop

Track: Pre-Conference Training

Pre-3: Three-day Training: ITIL4 Foundation

Speaker: John Custy (JPC Group)

Pass Type: Pre-Conference Workshop

Track: Pre-Conference Training

Pre-4: Two-day Training: Incident Management

Speaker: Doug Tedder (Tedder Consulting LLC)

Pass Type: Pre-Conference Workshop

Track: Pre-Conference Training

Pre-5: Two-day Training: Problem Management Professional

Speaker: Darrell Bond (HDI)

Pass Type: Pre-Conference Workshop

Track: Pre-Conference Training

Pre-6: Two-day Training: Service Management Optimization

Pass Type: Pre-Conference Workshop

Track: Pre-Conference Training

Pre-7: Two-day Training: Customer Experience Accelerator Bootcamp

Speaker: Rae Ann Bruno (Business Solutions Training)

Pass Type: Pre-Conference Workshop

Track: Pre-Conference Training

Monday | 7:00 am

Registration and Information

Pass Type: Conference & Expo Package, Pre-Conference Workshop, Expo Only Pass, Executive Connections

Track: General Event

Monday | 8:00 am

Golf Outing

Pass Type: Conference & Expo Package, Pre-Conference Workshop

Track: One Day Pre-Conference Training

Pre-Conference Breakfast

Pass Type: Pre-Conference Workshop

Track: General Event

Monday | 8:30 am

Pre-1: Three-day Training: Support Center Director

Speaker: Randy Celaya (The Coaching Bridge)

Pass Type: Pre-Conference Workshop

Track: Pre-Conference Training

Pre-2: Three-day Training: KCS Principles

Speaker: Julie Mohr (JulieLMohr.com)

Pass Type: Pre-Conference Workshop

Track: Pre-Conference Training

Pre-3: Three-day Training: ITIL4 Foundation

Speaker: John Custy (JPC Group)

Pass Type: Pre-Conference Workshop

Track: Pre-Conference Training

Pre-4: Two-day Training: Incident Management

Speaker: Doug Tedder (Tedder Consulting LLC)

Pass Type: Pre-Conference Workshop

Track: Pre-Conference Training

Pre-5: Two-day Training: Problem Management Professional

Speaker: Darrell Bond (HDI)

Pass Type: Pre-Conference Workshop

Track: Pre-Conference Training

Pre-6: Two-day Training: Service Management Optimization

Pass Type: Pre-Conference Workshop

Track: Pre-Conference Training

Pre-7: Two-day Training: Customer Experience Accelerator Bootcamp

Speaker: Rae Ann Bruno (Business Solutions Training)

Pass Type: Pre-Conference Workshop

Track: Pre-Conference Training

Monday | 9:00 am

Pre-10: One-day Workshop: Digital Skills Management: Skills Framework for the Information Age (SFIA)

Speaker: Matthew Burrows (BSM impact Inc)

Pass Type: Pre-Conference Workshop

Track: One Day Pre-Conference Training

Pre-11: One-day Workshop: The Essence of eXperience: Making eXperience Level Agreements (XLAs) Work

Speakers: Alan Nance (CitrusCollab LLP), Lisa Schwartz (ITSM Academy)

Pass Type: Pre-Conference Workshop

Track: One Day Pre-Conference Training

Pre-12: One-day Workshop: SM + Design Thinking = Solved Business Problems – A Forrester Workshop

Speakers: Rudy Seber (Forrester), Chris Gallacher (Forrester)

Pass Type: Pre-Conference Workshop

Track: One Day Pre-Conference Training

Pre-8: One-day Workshop: MarsLander®: Making Your ITSM More Agile and Lean

Speaker: Suresh GP (TaUB Solutions Pte Ltd)

Pass Type: Pre-Conference Workshop

Track: One Day Pre-Conference Training

Pre-9: One-day Workshop: At Your Service! Defining Customer-Focused IT Services

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

Pass Type: Pre-Conference Workshop

Track: One Day Pre-Conference Training, Service Optimization

Monday | 4:00 pm

Opening General Session: Future Forces: How Digital Transformation Is Shaping the New World of Work

Speaker: Seth Mattison

Pass Type: Conference & Expo Package, Executive Connections

Track: Keynote

Monday | 5:00 pm

Welcome Reception in the Expo Hall

Pass Type: Conference & Expo Package, Expo Only Pass, Executive Connections

Track: General Event

Tuesday | 7:00 am

Registration and Information

Pass Type: Conference & Expo Package, Expo Only Pass, Executive Connections

Track: General Event

Tuesday | 7:30 am

Birds of a Feather Breakfast

Pass Type: Conference & Expo Package, Pre-Conference Workshop

Track: General Event

Tuesday | 8:30 am

General Session: Establishing a Trusted Partnership between IT and the Business

Speaker: Jim Dulle (First American)

Pass Type: Conference & Expo Package, Executive Connections

Track: Keynote

Tuesday | 9:45 am

AM Beverage Break

Pass Type: Conference & Expo Package, Executive Connections

Track: General Event

Tuesday | 10:00 am

Session 101: How ITIL, DevOps, and Lean Drive Today's Digital and Agile Organizations

Speaker: Erika Flora (BEYOND20)

Pass Type: Conference & Expo Package

Track: Connecting the Dots

Format: Session

Session 102: Fishing for GREAT Service Delivery? Hook VeriSM's Management Mesh!

Speaker: Suzanne Van Hove (SED-IT)

Pass Type: Conference & Expo Package

Track: Connecting the Dots

Format: Session

Session 103: Enterprise Service Management : Understanding and Delivering Customer Value

Speakers: Tony Denford (Info-Tech Research), Valence Howden (Infotech Research Group)

Pass Type: Conference & Expo Package

Track: Expanding Service Management Beyond IT

Format: Session

Session 104: Teaching an Old Yellow Jacket New Tricks: Adopting Change Management

Speaker: Vicki Rogers (Georgia Institute of Technology)

Pass Type: Conference & Expo Package

Track: Implementing and Optimizing Services

Format: Case Study

Session 105: What's Your Value Proposition?: An ROI Workshop

Speaker: Jeff Rumburg (MetricNet, LLC)

Pass Type: Conference & Expo Package, Executive Connections

Track: Driving Strategic Decision-Making

Format: Session

Session 106: Our Digital Service Management Journey

Speaker: Chris Gardner (Cargill)

Pass Type: Conference & Expo Package, Executive Connections

Track: Putting IT to Work

Format: Case Study

Session 107: Operationalizing A Business-Focused Service Strategy

Speaker: Pete McGarahan (First American)

Pass Type: Conference & Expo Package, Executive Connections

Track: Innovating and Disrupting at First American

Format: Case Study

Tuesday | 11:15 am

Session 201: IT4IT Is IT4CIOs

Speaker: Diana Tullio (DLT Consulting, LLC)

Pass Type: Conference & Expo Package

Track: Connecting the Dots

Format: Session

Session 202: Taming the CMDB Beast

Speaker: Robert Cheyne (Texas A&M University)

Pass Type: Conference & Expo Package, Executive Connections

Track: Implementing and Optimizing Services

Format: Case Study

Session 203: The Konmari Approach to Improving Service Delivery

Speaker: Rae Ann Bruno (Business Solutions Training)

Pass Type: Conference & Expo Package, Executive Connections

Track: Driving Strategic Decision-Making

Format: Session

Session 204: Asset, Governance, and Security Walk into a Bar: Defining and Refining an Asset Management Strategy

Speakers: Sean McClean (ServiceNow), Ben Forrest (ServiceNow)

Pass Type: Conference & Expo Package, Executive Connections

Track: Putting IT to Work

Format: Session

Session 205: A New Service Management Partnership: Humanity and AI

Speaker: Kevin Smith (IVANTI)

Pass Type: Conference & Expo Package, Executive Connections

Track: Optimizing Culture and Leadership

Format: Session

Session 206: Creating an Intuitive User Support Experience

Speakers: Sarah Sanchez (SAIC), Brendan Monahan (SAIC)

Pass Type: Conference & Expo Package, Executive Connections

Track: Driving Strategic Decision-Making

Format: Case Study

Session 207: Using Data, Knowledge, and Analytics to Make Better Business Decisions

Speakers: Pete McGarahan (First American), Brandon Caudle (First American Corp)

Pass Type: Conference & Expo Package, Executive Connections

Track: Innovating and Disrupting at First American

Tuesday | 12:15 pm

Expo Hall Open

Pass Type: Conference & Expo Package, Expo Only Pass, Executive Connections

Track: General Event

Lunch

Pass Type: Conference & Expo Package

Track: General Event

Tuesday | 2:15 pm

Session 301: Standards-Based, Process-Driven Service Improvement

Speaker: Paul Fordiani (Acuity, Inc)

Pass Type: Conference & Expo Package, Executive Connections

Track: Connecting the Dots

Format: Session

Session 302: Real-Life and Applied Enterprise Service Management

Speaker: Scott Standen (European Central Bank)

Pass Type: Conference & Expo Package, Executive Connections

Track: Expanding Service Management Beyond IT

Format: Case Study

Session 303: The Recipe for Implementing a Great Change Management Process

Speaker: Carla Smith (Emory Healthcare)

Pass Type: Conference & Expo Package, Executive Connections

Track: Implementing and Optimizing Services

Format: Case Study

Session 304: Living in the Disruption Economy: Our Customers Are Screaming for Change and We're Still Not Listening

Speaker: Julie Mohr (JulieLMohr.com)

Pass Type: Conference & Expo Package, Executive Connections

Track: Driving Strategic Decision-Making

Format: Session

Session 305: Strategy: Plain and Simple

Speaker: David Cannon (Nfiniti3)

Pass Type: Conference & Expo Package, Executive Connections

Track: Driving Strategic Decision-Making

Format: Session

Session 306: The Common Denominator Is The Differentiator: Lead Your Culture

Speaker: Michael Kublin (PeopleTek Coaching)

Pass Type: Conference & Expo Package, Executive Connections

Track: Optimizing Culture and Leadership

Format: Session

Session 307: The Importance of the Daily Operational Regimen on Performance

Speakers: Brandon Caudle (First American Corp), Brad Biagi (First American)

Pass Type: Conference & Expo Package, Executive Connections

Track: Innovating and Disrupting at First American

Format: Session

Tuesday | 3:15 pm

PM Beverage Break

Pass Type: Conference & Expo Package, Executive Connections

Track: General Event

Tuesday | 3:30 pm

Session 401: ITIL4: What's the Fuss All About?

Speaker: John P Custy, Jr. (JPC Group)

Pass Type: Conference & Expo Package, Executive Connections

Track: Connecting the Dots

Format: Panel

Session 402: The Power of Operating Models Across the Enterprise

Speaker: Phyllis Drucker (Linium)

Pass Type: Conference & Expo Package, Executive Connections

Track: Expanding Service Management Beyond IT

Format: Session

Session 403: Service Management Journey at IKO Industries: Lessons from the First Year

Speaker: Pierre Bernard (IKO Industries Ltd.)

Pass Type: Conference & Expo Package, Executive Connections

Track: Implementing and Optimizing Services

Format: Case Study

Session 404: Leggo My Lego!: An Exciting Way to Learn and Apply Lean Management

Speakers: Jamie Stannard (KaVo Kerr), Matt Siefker (KaVo Kerr)

Pass Type: Conference & Expo Package, Executive Connections

Track: Driving Strategic Decision-Making

Format: Session

Session 405: Don't Sabotage Your ITSM Automation Project!

Speaker: Linda Lenox (CURO Financial Technolgoies)

Pass Type: Conference & Expo Package, Executive Connections

Track: Putting IT to Work

Format: Session

Session 406: The Culture Imperative: Discover the Cost of Getting It Wrong and Learn How You Can Get It Right

Speaker: Manuel Palachuk (Manuel Palachuk International)

Pass Type: Conference & Expo Package, Executive Connections

Track: Optimizing Culture and Leadership

Format: Session

Session 407: If it Weren't for These Freaking People: A Deep Dive into the Pool of Relationships

Speaker: Deborah Monroe (Ignite Achievements Int'l)

Pass Type: Conference & Expo Package, Executive Connections

Track: Optimizing Culture and Leadership

Format: Session

Tuesday | 4:30 pm

Flow Chart Booth Crawl

Pass Type: Conference & Expo Package, Executive Connections

Track: General Event

Tuesday | 6:00 pm

Networking Reception

Pass Type: Conference & Expo Package, Expo Only Pass, Executive Connections

Track: General Event

Wednesday | 7:00 am

Registration and Information

Pass Type: Conference & Expo Package, Expo Only Pass, Executive Connections

Track: General Event

Wednesday | 7:30 am

Breakfast

Pass Type: Conference & Expo Package

Track: General Event

Breakfast Briefing 1: Knowledge-Centered Success!: An Interactive KCS Implementation Guide

Speaker: Keelyn VanderWeide (Varian Medical Systems)

Pass Type: Conference & Expo Package, Executive Connections

Track: Breakfast Briefing

Format: Breakfast Briefing

Breakfast Briefing 2: ITSM: You're Doing It Wrong!

Speakers: Brian Fox (Sitel), Dan Wilson (Hertz)

Pass Type: Conference & Expo Package, Executive Connections

Track: Breakfast Briefing

Format: Session

Breakfast Briefing 3: AI and Automation Are Changing the ITSM Game

Speakers: Akhil Sahai (Symphony Summit), John Thompson (Greater Toronto Airports Authority)

Pass Type: Conference & Expo Package, Executive Connections

Track: Breakfast Briefing

Format: Breakfast Briefing

Breakfast Briefing 4: The Data-Driven Design Thinking Process

Speaker: Ryan LaMarche (Research Lab)

Pass Type: Conference & Expo Package, Executive Connections

Track: Breakfast Briefing

Format: Breakfast Briefing

Breakfast Briefing 5: Emergency, 911!: Dealing with Emergency Changes

Speaker: Doug Rabold (Bold Ray Consulting)

Pass Type: Conference & Expo Package, Executive Connections

Track: Breakfast Briefing

Format: Case Study

Wednesday | 8:30 am

General Session/Awards: Supercreativity™: Augmenting Human Creativity in the Age of Artificial Intelligence

Speaker: James Taylor

Pass Type: Conference & Expo Package, Executive Connections

Track: Keynote

Wednesday | 9:45 am

AM Beverage Break

Pass Type: Conference & Expo Package, Executive Connections

Track: General Event

Wednesday | 10:45 am

End User Power Hours in the Expo Hall

Pass Type: Conference & Expo Package, Executive Connections

Track: General Event

Expo Hall Open

Pass Type: Conference & Expo Package

Track: General Event

Wednesday | 12:45 pm

Lunch

Pass Type: Conference & Expo Package, Executive Connections

Track: General Event

Wednesday | 2:00 pm

Session 501: Using SIAM When Adoping DevOps Practices

Speaker: Reni Friis (Valcon)

Pass Type: Conference & Expo Package, Executive Connections

Track: Connecting the Dots

Format: Session

Session 502: Shift-Left: An Underestimated Strategy for Service Management

Speaker: Ruben van der Graaf (Kramp Group BV)

Pass Type: Conference & Expo Package, Executive Connections

Track: Expanding Service Management Beyond IT

Format: Case Study

Session 503: Don't Just Report on Your Data—Act on It!

Speaker: Kevin M Griggs (KPMG US, LLP.)

Pass Type: Conference & Expo Package, Executive Connections

Track: Implementing and Optimizing Services

Format: Case Study

Session 504: XLAs: The Vital Anchor of Service Management

Speakers: Alan Nance (CitrusCollab LLP), Lisa Schwartz (ITSM Academy)

Pass Type: Conference & Expo Package, Executive Connections

Track: Driving Strategic Decision-Making

Format: Session

Session 505: System Thinking: The Keystone to CMDB Success

Speaker: Carlos Casanova (Casanova Advisory Services)

Pass Type: Conference & Expo Package, Executive Connections

Track: Putting IT to Work

Format: Session

Session 506: The Missing Drip: Identifying Skill Gaps with Paint

Speaker: Sean Davis (Equifax)

Pass Type: Conference & Expo Package, Executive Connections

Track: Optimizing Culture and Leadership

Format: Session

Session 507: Big Data or Big Brother? Optimize Service with Predictive Analytics

Speaker: Phyllis Drucker (Linium)

Pass Type: Conference & Expo Package, Executive Connections

Track: Driving Strategic Decision-Making

Format: Session

Wednesday | 3:15 pm

Session 601: Anatomy of a Value Stream

Speaker: Donna Knapp (ITSM Academy)

Pass Type: Conference & Expo Package, Executive Connections

Track: Connecting the Dots

Format: Session

Session 602: Practical and Political Challenges to Enterprise Service Management

Speaker: Lou Hunnebeck (DXC Technology)

Pass Type: Conference & Expo Package, Executive Connections

Track: Expanding Service Management Beyond IT

Format: Session

Session 603: Innovative ITSM in Healthcare: From Reactive to Proactive

Speaker: Chi-Cheng Chu (North York General Hospital)

Pass Type: Conference & Expo Package, Executive Connections

Track: Implementing and Optimizing Services

Format: Session

Session 604: Measure Twice, Cut Once, Make it Fit?: Measurement and Metrics Lessons Learned

Speaker: Michael Cardinal (TEKsystems)

Pass Type: Conference & Expo Package, Executive Connections

Track: Driving Strategic Decision-Making

Format: Case Study

Session 605: The V*A*L*U*E Formula: 5 Elements to Maximize Value

Speaker: Ken (Edify ITSM, Inc.)

Pass Type: Conference & Expo Package, Executive Connections

Track: Driving Strategic Decision-Making

Format: Session

Session 606: Knowledge Is the Key to Implementing a Successful Bot Strategy

Speaker: Julie Mohr (JulieLMohr.com)

Pass Type: Conference & Expo Package, Executive Connections

Track: Putting IT to Work

Format: Session

Session 607: ITSM: A Cultural Conversion to Process

Speaker: Andrew Vollaro (Webster bank)

Pass Type: Conference & Expo Package, Executive Connections

Track: Optimizing Culture and Leadership

Format: Session

Wednesday | 4:15 pm

PM Beverage Break

Pass Type: Conference & Expo Package, Executive Connections

Wednesday | 4:30 pm

Closing General Session: Leadership: The Power of Profitable Conversations

Speaker: Amy Hutchens

Pass Type: Conference & Expo Package, Executive Connections

Track: Keynote