Schedule

Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass

Session Type: Event Experience

Nov 17 Sunday | 12:00 pm

Sunday, November 17 | 12:00pm - 1:00pm

Location: Cayman Court

Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass

Session Type: Event Experience

Nov 17 Sunday | 2:45 pm

Sunday, November 17 | 2:45pm - 3:15pm

Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass

Session Type: Event Experience

Nov 18 Monday | 7:00 am

Monday, November 18 | 7:00am - 8:00am

Registration (Pre-Conference Training Only)

Location: Cayman Court

Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass

Session Type: Event Experience

Monday, November 18 | 7:00am - 5:00pm

Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass

Session Type: Registration

Nov 18 Monday | 8:00 am

Monday, November 18 | 8:00am - 5:00pm

Pre-01: Support Center Director

Speaker: Randy Celaya (The Coaching Bridge)

Location: St. Croix 1

Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass

Session Type: Training

Monday, November 18 | 8:00am - 5:00pm

Pre-02: Support Center Manager

Speaker: Doug Tedder (Tedder Consulting LLC)

Location: St. Croix 2

Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass

Session Type: Training

Monday, November 18 | 8:00am - 5:00pm

Pre-03: KCS Principles

Speaker: Darrell Bond (RADAR Solutions Group)

Location: St. Croix 3

Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass

Session Type: Training

Monday, November 18 | 8:00am - 5:00pm

Pre-04: ITIL Foundation

Speaker: Greg Sanker (ITSMTransition)

Location: Grand Caribbean 4

Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass

Session Type: Training

Monday, November 18 | 8:00am - 5:00pm

Pre-05: Experience Foundation

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

Location: Grand Caribbean 5

Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass

Session Type: Training

Monday, November 18 | 8:00am - 5:00pm

Pre-06: Artificial Intelligence in the Support Organization

Speaker: Josh Streets (Scoreboard Group)

Location: Grand Caribbean 8

Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass

Session Type: Training

Nov 18 Monday | 9:45 am

Monday, November 18 | 9:45am - 10:15am

Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass

Session Type: Event Experience

Nov 18 Monday | 12:00 pm

Monday, November 18 | 12:00pm - 1:00pm

Location: Cayman Court

Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass

Session Type: Event Experience

Nov 18 Monday | 2:45 pm

Monday, November 18 | 2:45pm - 3:15pm

Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass

Session Type: Event Experience

Nov 19 Tuesday | 7:00 am

Tuesday, November 19 | 7:00am - 8:00am

Pre-01: Support Center Director

Location: Cayman Court

Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass, Premium Conference Pass

Session Type: Event Experience

Tuesday, November 19 | 7:00am - 7:00pm

Registration

Pass Type: Expo Hall Only Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Standard Conference Pass

Session Type: Registration

Nov 19 Tuesday | 8:00 am

Tuesday, November 19 | 8:00am - 3:45pm

Speaker: Randy Celaya (The Coaching Bridge)

Location: St. Croix 1

Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass

Session Type: Training

Tuesday, November 19 | 8:00am - 3:45pm

Pre-02: Support Center Manager

Speaker: Doug Tedder (Tedder Consulting LLC)

Location: St. Croix 2

Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass

Session Type: Training

Tuesday, November 19 | 8:00am - 3:45pm

Pre-03: KCS Principles

Speaker: Darrell Bond (RADAR Solutions Group)

Location: St. Croix 3

Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass

Session Type: Training

Tuesday, November 19 | 8:00am - 3:45pm

Pre-04: ITIL Foundation

Speaker: Greg Sanker (ITSMTransition)

Location: Grand Caribbean 4

Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass

Session Type: Training

Tuesday, November 19 | 8:00am - 3:45pm

Pre-05: Experience Foundation

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

Location: Grand Caribbean 5

Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass

Session Type: Training

Tuesday, November 19 | 8:00am - 3:45pm

Pre-06: Artificial Intelligence in the Support Organization

Speaker: Josh Streets (Scoreboard Group)

Location: Grand Caribbean 8

Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass

Session Type: Training

Tuesday, November 19 | 8:00am - 3:45pm

Pre-07: Re-Imagine(ering) Service Management

Speaker: Doug Rabold (Bold Ray Consulting)

Location: Grand Caribbean 10

Pass Type: Premium Conference Pass

Track: Connecting the Dots: Frameworks and Methodologies, Optimizing Culture and Leadership

Session Type: Workshop

Tuesday, November 19 | 8:00am - 3:45pm

Pre-08: Surviving the Apocalypse: Recovering from a Disaster

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

Location: Grand Caribbean 11

Pass Type: Premium Conference Pass

Track: Connecting the Dots: Frameworks and Methodologies, Modernizing Service Management

Session Type: Workshop

Tuesday, November 19 | 8:00am - 3:45pm

Pre-09: ITSM Unplugged: From FUNdamentals to Trends Driving the Industry Forward

Speakers: Marie DiRuzza (Mount Holyoke College), Christopher Chagnon (MathWorks)

Location: Grand Caribbean 12

Pass Type: Premium Conference Pass

Track: Modernizing Service Management, Connecting the Dots: Frameworks and Methodologies

Session Type: Workshop

Tuesday, November 19 | 8:00am - 3:45pm

Pre-10: Experience Essentials

Speaker: Deborah Monroe (Ignite Achievements Int'l)

Location: Grand Caribbean 9

Pass Type: Premium Conference Pass

Session Type: Workshop

Nov 19 Tuesday | 9:45 am

Tuesday, November 19 | 9:45am - 10:15am

Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass

Session Type: Event Experience

Nov 19 Tuesday | 12:00 pm

Tuesday, November 19 | 12:00pm - 1:00pm

Solution Spotlight by: e-Core

Location: Cayman Court

Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass, Premium Conference Pass

Session Type: Event Experience

Nov 19 Tuesday | 1:50 pm

Tuesday, November 19 | 1:50pm - 2:10pm

Location: Expo Hall - Theater

Pass Type: Expo Hall Only Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Session Type: Solution Spotlight

Nov 19 Tuesday | 3:30 pm

Tuesday, November 19 | 3:30pm - 4:00pm

KEYNOTE: Mastermind Industry Panel: Service Management 2025

Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass

Session Type: Event Experience

Nov 19 Tuesday | 4:00 pm

Tuesday, November 19 | 4:00pm - 5:00pm

Speakers: Tony North (King County), Ric Mims (ServiceNow), Peter McGarahan (American Financial), Randy Celaya (The Coaching Bridge)

Location: Grand Caribbean Ballroom 7

Pass Type: Expo Hall Only Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass, Premium Conference Pass, Standard Conference Pass

Session Type: Keynote

Nov 19 Tuesday | 5:00 pm

Tuesday, November 19 | 5:00pm - 7:00pm

Welcome Reception and Expo Hall Open!

Pass Type: Expo Hall Only Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Session Type: Expo Hall

Nov 19 Tuesday | 5:50 pm

Tuesday, November 19 | 5:50pm - 6:10pm

Solution Spotlight by: ManageEngine

Location: Expo Hall - Theater

Pass Type: Expo Hall Only Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Session Type: Solution Spotlight

Nov 19 Tuesday | 6:20 pm

Tuesday, November 19 | 6:20pm - 6:40pm

Solution Spotlight by: HCLSoftware

Location: Expo Hall - Theater

Pass Type: Expo Hall Only Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Session Type: Solution Spotlight

Nov 20 Wednesday | 7:30 am

Wednesday, November 20 | 7:30am - 8:30am

KEYNOTE: AI in Service Management: New Data Separates Hype vs Reality

Location: Kingston Hall

Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Session Type: Event Experience

Wednesday, November 20 | 7:30am - 6:00pm

Registration

Pass Type: Expo Hall Only Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Session Type: Registration

Nov 20 Wednesday | 8:30 am

Wednesday, November 20 | 8:30am - 10:00am

Location: Grand Caribbean Ballroom 7

Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Session Type: Keynote

Wednesday, November 20 | 8:30am - 10:00am

KEYNOTE: How Generative AI Will Affect the Future of Work

Speaker: Crystal Washington

Location: Grand Caribbean Ballroom 7

Session Type: Keynote

Wednesday, November 20 | 8:30am - 10:00am

KEYNOTE: Software As A Service: A Double-Edged Sword?

Speaker: Gianmarco Rubino (HaloITSM)

Location: Grand Caribbean Ballroom 7

Session Type: Keynote

Nov 20 Wednesday | 10:00 am

Wednesday, November 20 | 10:00am - 10:15am

Session 101: Quality Results – Adding the Positive to Quality Control and Removing the Metrics

Location: Pre-Function East

Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Session Type: Event Experience

Nov 20 Wednesday | 10:15 am

Wednesday, November 20 | 10:15am - 11:15am

Speaker: Calen Sifferman (Costco)

Location: Grand Caribbean 4/5

Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track: Driving Strategic Decision-Making

Session Type: Case Study

Wednesday, November 20 | 10:15am - 11:15am

Session 103: How the Service Desk Fight Fraud, Improve Performance, and Promote Engagement at the World's Largest Credit Union

Speaker: Don Varela (Navy Federal Credit Union)

Location: Grand Caribbean 11

Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track: Modernizing Service Management

Session Type: Case Study

Wednesday, November 20 | 10:15am - 11:15am

Session 104: Agile Framework with Lean Methodologies

Speaker: Tony North (King County)

Location: Grand Caribbean 8/9

Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track: Connecting the Dots: Frameworks and Methodologies

Session Type: Session

Wednesday, November 20 | 10:15am - 11:15am

Session 105: Making Your Business Case: How to Influence Your Organization to Act

Speaker: Lou Hunnebeck (ServiceNow, Inc.)

Location: Grand Caribbean 12

Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track: Driving Strategic Decision-Making, Optimizing Culture and Leadership

Session Type: Session

Wednesday, November 20 | 10:15am - 11:15am

Session 106: Meet, Greet and Repeat: Service Management Speed Networking

Speaker: Erica Marois (ICMI, HDI)

Location: Grand Caribbean 10

Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track: Optimizing Culture and Leadership

Session Type: Session

Nov 20 Wednesday | 11:30 am

Wednesday, November 20 | 11:30am - 12:30pm

Session 201: K-12 Education Doesn't Have to Suffer - Case Study

Speakers: Alyse Hill (Jeffco Public Schools), Anthony Bateson (Jeffco Public Schools), Erik Carlson (Jeffco Public Schools), David Pietrs (Jeffco Public Schools)

Location: Grand Caribbean 4/5

Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track: Modernizing Service Management, Optimizing Culture and Leadership

Session Type: Case Study

Wednesday, November 20 | 11:30am - 12:30pm

Session 202: The Anatomy Of a Coaching Session: Develop High Impact Performance

Speaker: Deborah Monroe (Ignite Achievements Int'l)

Location: Turks 3

Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track: Optimizing Culture and Leadership, Connecting the Dots: Frameworks and Methodologies

Session Type: Session

Wednesday, November 20 | 11:30am - 12:30pm

Session 203: Service Management Myth Busters

Speakers: Doug Tedder (Tedder Consulting LLC), Rae Ann Bruno (Business Solutions Training), Matt Beran (InvGate), Angee Phong (SS&C Technologies)

Location: Grand Caribbean 8/9

Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track: Connecting the Dots: Frameworks and Methodologies, Modernizing Service Management

Session Type: Session

Wednesday, November 20 | 11:30am - 12:30pm

Session 205: Building an Experience-Centered Service Culture in IT

Speaker: Joseph Fugere (University of Alaska)

Location: Grand Caribbean 11

Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track: Modernizing Service Management, Connecting the Dots: Frameworks and Methodologies

Session Type: Case Study

Wednesday, November 20 | 11:30am - 12:30pm

Session 206: Building a Service Management AI Strategy

Speaker: Josh Streets (Scoreboard Group)

Location: Grand Caribbean 12

Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track: Modernizing Service Management

Session Type: Session

Nov 20 Wednesday | 12:30 pm

Wednesday, November 20 | 12:30pm - 1:30pm

Lunch and Learn: Xurrent

Location: St. Croix 3

Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Session Type: Sponsored Session

Wednesday, November 20 | 12:30pm - 1:30pm

Solution Spotlight: by Freshworks

Location: Kingston Hall

Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Session Type: Event Experience

Nov 20 Wednesday | 1:00 pm

Wednesday, November 20 | 1:00pm - 6:00pm

Expo Hall Open!

Location: Expo Hall Floor

Pass Type: Expo Hall Only Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Session Type: Expo Hall

Nov 20 Wednesday | 2:20 pm

Wednesday, November 20 | 2:20pm - 2:40pm

Location: Expo Hall - Theater

Pass Type: Expo Hall Only Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Session Type: Solution Spotlight

Nov 20 Wednesday | 2:50 pm

Wednesday, November 20 | 2:50pm - 3:10pm

Solution Spotlight by: SymphonyAI

Location: Expo Hall - Theater

Pass Type: Expo Hall Only Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Session Type: Solution Spotlight

Nov 20 Wednesday | 3:00 pm

Wednesday, November 20 | 3:00pm - 3:30pm

Solution Spotlight by: Mumo Software

Location: Expo Hall Floor

Pass Type: Expo Hall Only Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Session Type: Event Experience

Nov 20 Wednesday | 3:20 pm

Wednesday, November 20 | 3:20pm - 3:40pm

Location: Expo Hall - Theater

Pass Type: Expo Hall Only Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Session Type: Solution Spotlight

Nov 20 Wednesday | 3:45 pm

Wednesday, November 20 | 3:45pm - 4:45pm

Session 301: An Evolutionary Approach to Revolutionizing Experience Management

Speaker: Neil Keating (Experience Collab)

Location: Grand Caribbean 4/5

Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track: Connecting the Dots: Frameworks and Methodologies, Modernizing Service Management

Session Type: Session

Wednesday, November 20 | 3:45pm - 4:45pm

Session 302: Is Governance a Naughty Word?

Speaker: Greg Sanker (ITSMTransition)

Location: Grand Caribbean 8/9

Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track: Driving Strategic Decision-Making, Optimizing Culture and Leadership

Session Type: Session

Wednesday, November 20 | 3:45pm - 4:45pm

Session 303: The Heart of Knowledge: Strategies to Build Trust and Improve Efficiency

Speakers: Janice Smith (Farm Credit Mid-America), Rebecca Mark (Farm Credit Mid-America)

Location: Grand Caribbean 10

Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track: Modernizing Service Management

Session Type: Case Study

Wednesday, November 20 | 3:45pm - 4:45pm

Session 304: AI and ITIL: How AI is Supercharging ITIL Maturity

Speaker: Jeff Rumburg (MetricNet, LLC)

Location: Grand Caribbean 11

Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track: Connecting the Dots: Frameworks and Methodologies, Modernizing Service Management

Session Type: Case Study

Wednesday, November 20 | 3:45pm - 4:45pm

Session 305: The Unfair Expectations of ITSM

Location: Turks 3

Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track: Connecting the Dots: Frameworks and Methodologies

Session Type: Session

Wednesday, November 20 | 3:45pm - 4:45pm

Session 306: The Experience Approach to Transforming IT's Impact on Employee Happiness and Productivity

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

Location: Grand Caribbean 12

Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track: Optimizing Culture and Leadership, Modernizing Service Management

Session Type: Session

Nov 20 Wednesday | 4:45 pm

Wednesday, November 20 | 4:45pm - 6:00pm

Networking Reception

Location: Expo Hall Floor

Pass Type: Expo Hall Only Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Session Type: Event Experience

Nov 20 Wednesday | 7:00 pm

Wednesday, November 20 | 7:00pm - 9:30pm

Conference Party

Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Session Type: Event Experience

Nov 21 Thursday | 7:30 am

Thursday, November 21 | 7:30am - 8:30am

KEYNOTE: Culture is the Way: How Leaders at Every Level Build an Organization for Speed, Impact and Excellence

Location: Kingston Hall

Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Session Type: Event Experience

Thursday, November 21 | 7:30am - 4:00pm

Registration

Pass Type: Expo Hall Only Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Session Type: Registration

Nov 21 Thursday | 8:30 am

Thursday, November 21 | 8:30am - 10:00am

Speaker: Matt Mayberry

Location: Grand Caribbean Ballroom 7

Pass Type: Expo Hall Only Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Session Type: Keynote

Nov 21 Thursday | 10:00 am

Thursday, November 21 | 10:00am - 10:15am

Session 401: Revolutionizing the Customer Experience: Duquesne University's Journey from ITSM to ESM

Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Session Type: Event Experience

Nov 21 Thursday | 10:15 am

Thursday, November 21 | 10:15am - 11:15am

Speakers: Melissa Jackman (Duquesne University), Mark Katsouros (Duquesne University)

Location: Grand Caribbean 4/5

Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track: Modernizing Service Management

Session Type: Case Study

Thursday, November 21 | 10:15am - 11:15am

Session 402: What Will "XLA 3.0" Look Like and Why Should I Care?

Speaker: Weston Morris (Unisys)

Location: Grand Caribbean 8/9

Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track: Connecting the Dots: Frameworks and Methodologies, Modernizing Service Management

Session Type: Session

Thursday, November 21 | 10:15am - 11:15am

Session 404: Service Desk Transformation - Four Case Studies

Speakers: Teresa Pelley (PSCU), Donald Chew (Mayo Clinic), Kristi Lawrence (Tyler Technology), Laurie Lukken (NFM), Jason Wischer (SHI)

Location: Grand Caribbean 11

Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track: Modernizing Service Management

Session Type: Case Study

Thursday, November 21 | 10:15am - 11:15am

Session 405: Elevating Onboarding with XLAs: A Facilitated Exercise to Build an Onboarding XLA

Speakers: Rae Ann Bruno (Business Solutions Training, INc.), Neil Keating (Experience Colla)

Location: Grand Caribbean 12

Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track: Connecting the Dots: Frameworks and Methodologies, Optimizing Culture and Leadership

Session Type: Session

Thursday, November 21 | 10:15am - 11:15am

Session 406: Visualizing Value: How Adding Visualizing Work Improves Everything!

Speaker: Matt Beran (InvGate)

Location: Turks 3

Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track: Modernizing Service Management

Session Type: Session

Nov 21 Thursday | 11:30 am

Thursday, November 21 | 11:30am - 12:30pm

Session 501: Structure, Skill, Service: The ITSM Success Trifecta

Speaker: Nat McLaren (Davies Ward Phillips & Vineberg LLP)

Location: Grand Caribbean 4/5

Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track: Connecting the Dots: Frameworks and Methodologies, Modernizing Service Management

Session Type: Case Study

Thursday, November 21 | 11:30am - 12:30pm

Session 502: The Business of Business Is the Business of IT

Speaker: Roy Atkinson (Clifton Butterield, LLC)

Location: Grand Caribbean 8/9

Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track: Driving Strategic Decision-Making, Modernizing Service Management

Session Type: Session

Thursday, November 21 | 11:30am - 12:30pm

Session 503: Getting Started with an Innovative Service Portal

Speaker: Phyllis Drucker (EZ2BGR8)

Location: Grand Caribbean 10

Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track: Modernizing Service Management

Session Type: Session

Thursday, November 21 | 11:30am - 12:30pm

Session 504: Data Analytics: Equipping the Organization to See More Than Just Flashy Charts

Speaker: Rachel Mulry (SMU)

Location: Grand Caribbean 11

Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track: Driving Strategic Decision-Making, Modernizing Service Management

Session Type: Case Study

Nov 21 Thursday | 12:30 pm

Thursday, November 21 | 12:30pm - 1:30pm

Lunch and Learn: Freshworks

Location: St. Croix 3

Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Session Type: Sponsored Session

Thursday, November 21 | 12:30pm - 1:30pm

Solution Spotlight by: HappySignals

Location: Kingston Hall

Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Session Type: Event Experience

Nov 21 Thursday | 1:00 pm

Thursday, November 21 | 1:00pm - 4:00pm

Expo Hall Open!

Location: Expo Hall Floor

Pass Type: Expo Hall Only Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Session Type: Expo Hall

Nov 21 Thursday | 1:50 pm

Thursday, November 21 | 1:50pm - 2:10pm

Location: Expo Hall - Theater

Pass Type: Expo Hall Only Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Session Type: Solution Spotlight

Nov 21 Thursday | 2:20 pm

Thursday, November 21 | 2:20pm - 2:40pm

Solution Spotlight by: PeopleCert

Location: Expo Hall - Theater

Pass Type: Expo Hall Only Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Session Type: Solution Spotlight

Nov 21 Thursday | 2:50 pm

Thursday, November 21 | 2:50pm - 3:10pm

Solution Spotlight by: InvGate

Location: Expo Hall - Theater

Pass Type: Expo Hall Only Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Session Type: Solution Spotlight

Nov 21 Thursday | 3:00 pm

Thursday, November 21 | 3:00pm - 3:30pm