2024 Schedule
Designed to meet the unique needs of service management and technical support leaders, Service Management World 2024 explored the strategic and tactical elements of managing and deploying an optimal service management strategy.
Location: Cayman Court
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass
Session Type: Event Experience
Registration (Pre-Conference Training Only)
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass
Session Type: Registration
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
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
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
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
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
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass
Session Type: Event Experience
Location: Cayman Court
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass
Session Type: Event Experience
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass
Session Type: Event Experience
Location: Cayman Court
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass
Session Type: Event Experience
Registration (Pre-Conference Training Only)
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass
Session Type: Registration
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
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
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
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
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
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
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass
Session Type: Event Experience
Location: Cayman Court
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass
Session Type: Event Experience
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass
Session Type: Event Experience
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
Pass Type: Expo Hall Only Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Registration
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
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
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
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
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
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
Pre-07: Re-Imagine(ering) Service Management
Speaker: Doug Rabold (Bold Ray Consulting)
Location: Grand Caribbean 10
Pass Type: Premium Conference Pass
Session Type: Workshop
Pre-08: Optimize Your Business Continuity Strategy - and Be Prepared for Anything
Speakers: Michael Hanson (PSCU), Angee Phong (Fanatics Betting & Gaming)
Location: Grand Caribbean 9
Pass Type: Premium Conference Pass
Session Type: Workshop
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
Session Type: Workshop
Speaker: Deborah Monroe (Ignite Achievements Int'l)
Location: Grand Caribbean 11
Pass Type: Premium Conference Pass
Session Type: Workshop
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass, Premium Conference Pass
Session Type: Event Experience
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
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass, Premium Conference Pass
Session Type: Event Experience
KEYNOTE: Mastermind Industry Panel: Service Management 2025
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
Welcome Reception and Expo Hall Open!
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: Expo Hall
Solution Spotlight: Leverage AI to Deliver Operational and Service Excellence With ServiceDesk Plus
Speaker: Jendra John Xavier (ManageEngine)
Location: Expo Hall - Theater
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: Solution Spotlight
Solution Spotlight: Don't Get Left Behind: Future-Proof Your Service Management Strategy
Speaker: Varun Nagpal (HCLSoftware)
Location: Expo Hall - Theater
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: Solution Spotlight
Location: Kingston Hall
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Event Experience
Pass Type: Expo Hall Only Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Registration
KEYNOTE: How Generative AI Will Affect the Future of Work
Speaker: Crystal Washington
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
KEYNOTE: Software As A Service: A Double-Edged Sword?
Speaker: Gianmarco Rubino (HaloITSM)
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
Location: Pre-Function East
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Event Experience
Session 101: Quality Results – Adding the Positive to Quality Control and Removing the Metrics
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
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
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
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
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
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
Session 202: The Anatomy Of a Coaching Session: Develop High Impact Performance
Speaker: Deborah Monroe (Ignite Achievements Int'l)
Location: St. Croix 2
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
Session 203: Service Management Myth Busters
Speakers: Doug Tedder (Tedder Consulting LLC), Rae Ann Bruno (Business Solutions Training), Matt Beran (InvGate), Angee Phong (Fanatics Betting & Gaming)
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
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
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
Lunch and Learn: Service Management: The Secret Weapon to Unlocking Enterprise AI
Speaker: Jim Hirschauer (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
Location: Kingston Hall
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Event Experience
Location: Expo Hall Floor
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: Expo Hall
Speakers: Vando Goncalves (e-Core), Gaspar Aguilar Vega (Atlassian)
Location: Expo Hall - Theater
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: Solution Spotlight
Solution Spotlight: How to make AI worth your investment dollars.
Speaker: David Gladstein (Freshworks)
Location: Expo Hall - Theater
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: Solution Spotlight
Solution Spotlight: Harnessing AI and Workflow Automation to Transform Service Management
Speakers: Charles Araujo (SymphonyAI), Tim Lawes (SymphonyAI)
Location: Expo Hall - Theater
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: Solution Spotlight
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
Solution Spotlight: Streamline procurement in Jira Service Management
Speaker: Vincent Mutambuki (Mumo Systems)
Location: Expo Hall - Theater
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: Solution Spotlight
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
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
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
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
Session 305: The Unfair Expectations of ITSM
Speaker: Wesley Eugene (HIT Global)
Location: St. Croix 2
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
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
Location: Expo Hall Floor
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: Event Experience
Location: Cayman Court
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Event Experience
Location: Kingston Hall
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Event Experience
Pass Type: Expo Hall Only Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Registration
KEYNOTE: AI in Service Management: New Data Separates Hype vs Reality
Speaker: Eugene Polgar (Atlassian)
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
Speaker: Matt Mayberry
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
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: Event Experience
Session 401: Revolutionizing the Customer Experience: Duquesne University's Journey from ITSM to ESM
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
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
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
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
Session 406: Visualizing Value: How Adding Visualizing Work Improves Everything!
Speaker: Matt Beran (InvGate)
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
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
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
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
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
Session 505: Unpacking "The Sticky Stuff" and Magnifying Your Impact
Speaker: Kirk Weisler (The Initiative Institute, Inc.)
Location: Grand Caribbean 12
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Session
Lunch and Learn: How Did Freshworks Operationalize AI Using Freshservice
Speaker: David Gladstein (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
Location: Kingston Hall
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Event Experience
Location: Expo Hall Floor
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: Expo Hall
Solution Spotlight: Better IT Decision-Making with Experience Data
Speaker: Sami Kallio (HappySignals)
Location: Expo Hall - Theater
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: Solution Spotlight
Solution Spotlight: ITIL - Stronger and Better
Speaker: David Cannon (PeopleCert)
Location: Expo Hall - Theater
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: Solution Spotlight
Solution Spotlight: Ticket Volume LIVE From Service Management World
Speaker: Matt Beran (InvGate)
Location: Expo Hall - Theater
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: Solution Spotlight
Location: Expo Hall Floor
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: Event Experience
Location: Expo Hall - Theater
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: Expo Hall
Session 601: Break it Down to Build it Up: Strategies for Unlocking Your Team's Full Potential
Speaker: Beth R. Woods (University of Georgia)
Location: Grand Caribbean 8/9
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track: Optimizing Culture and Leadership
Session Type: Case Study
Session 603: Escape Service Degradation - An Interactive Major Incident Experience
Speakers: Jessica Szalla (Giant Eagle), Caitlin Price (Giant Eagle)
Location: Grand Caribbean 10
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
Session 604: Two Ways that Gen AI Is Already Impacting the Support Process
Speaker: Weston Morris (Unisys)
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