Schedule
Designed to meet the unique needs of service management and technical support leaders, Service Management World will explore 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 and Information: Pre-Conference Training Only
Location: Pre-Function North
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass
Session Type: Registration
Pre-1: HDI 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-2: HDI 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: Turks 1
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass
Session Type: Training
Location: Cayman Court
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 and Information: Pre-Conference Training Only (Premium Conference After 1:00pm)
Location: Pre-Function North
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass, Premium Conference Pass
Session Type: Registration
Pre-1: HDI 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-2: HDI 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: Turks 1
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: Turks 6
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass
Session Type: Training
Pre-6: Artificial Intelligence in the Support Organization
Speaker: Josh Streets (The Scoreboard Group)
Location: Grand Caribbean 4
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass
Session Type: Training
Location: Cayman Court
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass
Session Type: Event Experience
Location: Kingston Hall
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass, Premium Conference Pass
Session Type: Event Experience
Registration and Information: Premium Conference Only (Standard Registration After 1:30pm)
Location: Pre-Function North
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: Registration
Pre-1: HDI 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-2: HDI 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: Turks 1
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: Turks 6
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass
Session Type: Training
Pre-6: Artificial Intelligence in the Support Organization
Speaker: Josh Streets (The Scoreboard Group)
Location: Grand Caribbean 4
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass
Session Type: Training
Speaker: Deborah Monroe (Ignite Achievements Int'l)
Location: Grand Caribbean 10
Pass Type: Premium Conference Pass
Track: Connecting the Dots: Frameworks and Methodologies, Optimizing Culture and Leadership
Session Type: Workshop
Pre-8: ITSM Unplugged: From Fundamentals to Trends Driving the Industry Forward
Speakers: Marie DiRuzza (Mount Holyoke College), Christopher Chagnon (ITSM)
Location: Grand Caribbean 11
Pass Type: Premium Conference Pass
Track: Connecting the Dots: Frameworks and Methodologies, Driving Strategic Decision-Making
Session Type: Workshop
Pre-9: Innovating the Service Portal
Speaker: Phyllis Drucker (EZ2BGR8)
Location: Grand Caribbean 12
Pass Type: Premium Conference Pass
Track: Modernizing Service Management, Driving Strategic Decision-Making
Session Type: Workshop
Location: Kingston Hall
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass, Premium Conference Pass
Session Type: Event Experience
Keynote: Everest-Level Resilience: Overcoming Adversity and Reaching High Goals
Speaker: Jim Davidson
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
Book Signing Featuring Jim Davidson
Speaker: Jim Davidson
Location: Pre-Function North
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
Welcome Reception in the Expo Hall
Location: Grand Caribbean Ballroom
Pass Type: Expo Hall Only Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Event Experience
Revolutionizing Services with Gen-AI: Paving Way for Exceptional Employee Experience
Speaker: Ken Gonzalez (FreshWorks)
Location: Solution Spotlight Stage, Expo Hall
Pass Type: Expo Hall Only Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Solution Spotlight
The Unbeatable Power of Service Operations (ITSM + ITOM)
Speaker: Bruce Randall (ServiceNow)
Location: Solution Spotlight Stage, Expo Hall
Pass Type: Expo Hall Only Pass, Pre-Conference Training/Certification Course + Standard Conference 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
Location: Pre-Function North
Pass Type: Expo Hall Only Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Registration
Keynote: Innovation & Convergence in the 21st Century
Speaker: Kian Gohar
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: Navigating the ITSM Landscape: Finding the Right Fit for Your Organization
Speaker: Michael Fuson (Excalibur Data Systems Inc)
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
Book Signing Featuring Kian Gohar
Speaker: Kian Gohar
Location: Pre-Function North
Pass Type: Expo Hall Only Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Event Experience
Session 101: Unveiling AI's Heart and Brain: An ITSM and AI Journey Inspired by "The Wizard of Oz"
Speakers: Katrina Macdermid (HIT Global), Wesley Eugene (IDEO)
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
Session 102: KCS Is Better the Second Time Around
Speakers: Joseph Kieltyka (Sandia National Laboratories), Goldie Mitchell (Sandia National Laboratories), Shelby Jones (Sandia National Laboratories)
Location: Grand Caribbean 8
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 103: The State of Experience in the Workplace
Speakers: Rae Ann Bruno (Business Solutions Training, INc.), Neal Keating (Experience Collab), Weston Morris (Unisys Corporation), Kym Bowen (T-Mobile), Joe Fugere (University of Alaska Anchorage)
Location: Grand Caribbean 4
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: Session
Session 104: Cultural Transformation: A Focus on Organizational Change Management and ITSM
Speaker: Michael Fuson (Excalibur Data Systems Inc)
Location: Grand Caribbean 11
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
Session 105: Going from Zero to 100 in ITSM
Speaker: Ahmed Issawi (LAFCU)
Location: Turks 6
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: Session
Session 106: Magical Thinking and Other Service Management Project Killers
Speaker: Glen Hoffmann (Computer Design & Integration)
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
Session Type: Session
Session 201: Transformation Consternation
Speaker: Roy Atkinson (Clifton Butterfield, LLC)
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, Modernizing Service Management
Session Type: Session
Session 202: The Perfect Recipe: ITIL with Agile to Propel Modern ITSM Capability
Speaker: Robert Woods (Scrum Inc)
Location: Grand Caribbean 8
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 203: Are You Looking For Perspiration or Inspiration in Your IT Operating Model?
Speaker: David Clifford (West Monroe)
Location: Grand Caribbean 4
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: Session
Session 204: From Here to There: Moving Forward by Changing Leadership Lenses
Speaker: Steve Fullerton (Clemson University)
Location: Grand Caribbean 11
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 205: Modernizing the Service Portal: Let the Humans Be Heard!
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 206: Creating a Service Framework: Building SLAs, OLAs, and UCs
Speaker: Michael Hanson (PSCU)
Location: Turks 6
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track: Connecting the Dots: Frameworks and Methodologies, Driving Strategic Decision-Making
Session Type: Session
Location: Kingston Hall
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Event Experience
Transforming Employee Experience with Generative AI
Speaker: David Flesh (Freshworks)
Location: St. Croix 2
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Lunch & Learn
Location: Grand Caribbean Ballroom
Pass Type: Expo Hall Only Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Event Experience
Secure by Default: Evolving Security Expectations
Speaker: Jason Kikta (AutoMox)
Location: Solution Spotlight Stage, Expo Hall
Pass Type: Expo Hall Only Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Solution Spotlight
Leveraging Cultural Intelligence in Phishing Attempts
Speaker: Arianna Theofan (TopDesk)
Location: Solution Spotlight Stage, Expo Hall
Pass Type: Expo Hall Only Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Solution Spotlight
Uncovering the Total Impact of your Support Tools
Speaker: Chris Savio (GoTo)
Location: Solution Spotlight Stage, Expo Hall
Pass Type: Expo Hall Only Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Solution Spotlight
Session 301: See the Whole, Not a Hole
Speakers: David Moskowitz (DVMS Institute LLC), David Nichols (DVMS Institute)
Location: Grand Caribbean 8
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 302: Putting the Pieces Together: Better Service Delivery Through Practice Addition
Speaker: Valence Howden (Infotech Research Group)
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, Modernizing Service Management
Session Type: Session
Session 303: A Chatbot Wrote This Presentation
Speaker: Chris Chagnon (MathWorks)
Location: Grand Caribbean 4
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track: Modernizing Service Management, Driving Strategic Decision-Making
Session Type: Session
Session 304: From What the... to World Class: You Can Do M.A.G.I.C.
Speakers: Josh Nelson (Power Design, Inc.), Jose Pujol (Power Design)
Location: Grand Caribbean 11
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
Session 305: Are SLAs Dead?: Understanding How XLAs Can Help Your Business
Speaker: Neil Keating (Experience Collab)
Location: Grand Caribbean 10
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: Session
Session 306: I Caught a Fish and It Was THIS BIG!: Storytelling Using Your Metrics and Data
Speaker: Deborah Monroe (Ignite Achievements Int'l)
Location: Turks 6
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
Networking Reception in the Expo Hall
Location: Grand Caribbean Ballroom
Pass Type: Expo Hall Only Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Event Experience
Light Up the Night Conference Party!
Location: Cayman Court
Pass Type: Pre-Conference Training/Certification Course + Standard Conference 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
Location: Pre-Function North
Pass Type: Expo Hall Only Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Registration
Speaker: Sara Frasca (POINT Northeast)
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
Session 401: Building a Strong Case for Change: Insights from IT Leaders
Speakers: Michael Hanson (PSCU), Lorraine Williams (Manatee County Sheriff), Josh Nelson (Power Design, Inc.), Nicholas Pollock (Tampa International Airport)
Location: Grand Caribbean 8
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track: Driving Strategic Decision-Making, Connecting the Dots: Frameworks and Methodologies
Session Type: Session
Session 402: Moving Beyond Service Management: Introducing the DVMS
Speaker: Patrick von Schlag (Deep Creek Center Inc.)
Location: Grand Caribbean 4
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track: Connecting the Dots: Frameworks and Methodologies, Driving Strategic Decision-Making
Session Type: Session
Session 403: Continual Improvement and True Crime
Speaker: Vicki Rogers (Georgia Institute of Technology)
Location: Grand Caribbean 12
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: Session
Session 404: Changing the World One Taco at a Time
Speaker: Nancy Robinson (Health First, Inc.)
Location: Grand Caribbean 11
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 405: The Next Generation of Service and Experience Management
Speaker: Alan Nance (ExperienceCollab)
Location: Turks 6
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: Session
Session 406: Experience + Service Management: A Winning Combination
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: Connecting the Dots: Frameworks and Methodologies, Modernizing Service Management
Session Type: Session
[VIRTUAL] Keynote: Everest-Level Resilience: Overcoming Adversity and Reaching High Goals
Speaker: Jim Davidson
Location: On-Demand
Pass Type: Digital Standard Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Virtual Session
Session 501: In Harmony: Blending Enterprise IT Service Management with IT Portfolio Work Planning
Speaker: Donna Gregorio (The MITRE Corporation)
Location: Grand Caribbean 8
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 502: Organizational Change Management: Thriving Through Transformation
Speakers: Jessica Szalla (Giant Eagle), Caitlin Price (Giant Eagle, Inc.)
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
Speakers: Valence Howden (Infotech Research Group), Greg Sanker (ITSMTransition), Phyllis Drucker (EZ2BGR8), Doug Tedder (Tedder Consulting LLC)
Location: Grand Caribbean 4
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: Driving Positive Experiences Through the Use of Guiding Principles
Speakers: Jeff Jensen (I Train IT Leaders LLC), Rae Ann Bruno (Business Solutions Training)
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, Modernizing Service Management
Session Type: Session
Session 505: What XLAs Are Not
Speaker: Doug Rabold (Bold Ray Consuting)
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: Session
Speaker: Duffy Miller (Wesco International)
Location: Turks 6
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track: Driving Strategic Decision-Making, Connecting the Dots: Frameworks and Methodologies
Session Type: Session
Location: On-Demand
Pass Type: Digital Standard Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Virtual Session
Speakers: Katrina Macdermid (HIT Global), Wesley Eugene (IDEO)
Location: On-Demand
Pass Type: Digital Standard Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track: Modernizing Service Management
Session Type: Virtual Session
[VIRTUAL] Session 106: Magical Thinking and Other Service Management Project Killers
Speaker: Glen Hoffmann (Computer Design & Integration)
Location: On-Demand
Pass Type: Digital Standard Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track: Driving Strategic Decision-Making
Session Type: Virtual Session
Location: Kingston Hall
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Event Experience
Lunch & Learn: High Velocity ITSM: Practices and Solutions for High-Performing Teams
Speaker: Vish Ankolekar (Atlassian)
Location: St. Croix 2
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Lunch & Learn
Location: Grand Caribbean Ballroom
Pass Type: Expo Hall Only Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Event Experience
Location: On-Demand
Pass Type: Digital Standard Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Virtual Session
[VIRTUAL] Session 201: Transformation Consternation
Speaker: Roy Atkinson (Clifton Butterfield, LLC)
Location: On-Demand
Pass Type: Digital Standard Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track: Driving Strategic Decision-Making, Modernizing Service Management
Session Type: Virtual Session
[VIRTUAL] Session 205: Modernizing the Service Portal: Let the Humans Be Heard!
Speaker: Phyllis Drucker (EZ2BGR8)
Location: On-Demand
Pass Type: Digital Standard Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track: Modernizing Service Management
Session Type: Virtual Session
Reimagining Employee Onboarding with Single-Touch Workflow Automation in ServiceDesk Plus
Speaker: Kumaravel Ramakrishnan (ManageEngine)
Location: Solution Spotlight Stage, Expo Hall
Pass Type: Expo Hall Only Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Solution Spotlight
Location: On-Demand
Pass Type: Digital Standard Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Virtual Session
Embracing Agile ITSM with Jira Service Management
Speaker: Vish Ankolekar (Atlassian)
Location: Solution Spotlight Stage, Expo Hall
Pass Type: Expo Hall Only Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Solution Spotlight
Speaker: Valence Howden (Infotech Research Group)
Location: On-Demand
Pass Type: Digital Standard Pass, 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: Virtual Session
[VIRTUAL] Session 305: Are SLAs Dead?: Understanding How XLAs Can Help Your Business
Speaker: Neal Keating (Experience Collab)
Location: On-Demand
Pass Type: Digital Standard Pass, 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: Virtual Session
Location: Grand Caribbean Ballroom, Solution Spotlight Stage
Pass Type: Expo Hall Only Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Event Experience
Location: On-Demand
Pass Type: Digital Standard Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Virtual Session
Session 601: Co-Managed IT: Partnering with a Managed Service Provider
Speaker: Stephen Buyze (Advanced Global MSP Coaching)
Location: Grand Caribbean 8
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track: Driving Strategic Decision-Making, Connecting the Dots: Frameworks and Methodologies
Session Type: Session
Session 603: Radically Change the Way You Work with Service Management
Speaker: Sandi Conrad (Info-Tech Research 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
Session 604: The Transformative Impact of AI in the IT Industry
Speaker: Alain Alvarez Legra (United Data Technologies)
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
Session Type: Session
Session 605: The Practical WHO-HOW-WHAT Approach to Organizational Change Management
Speaker: Thorsten Manthey (TCS)
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 606: The Powerful Workflows of Enterprise Service Management
Speaker: Anthony Orr (CDW)
Location: Turks 6
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track: Modernizing Service Management, Driving Strategic Decision-Making
Session Type: Session
[VIRTUAL] Keynote: Innovation & Convergence in the 21st Century
Speaker: Kian Gohar
Location: On-Demand
Pass Type: Digital Standard Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Virtual Session
Speaker: Sara Frasca (POINT Northeast)
Location: On-Demand
Pass Type: Digital Standard Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Virtual Session
Location: On-Demand
Pass Type: Digital Standard Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Virtual Session
[VIRTUAL] Session 403: Continual Improvement and True Crime
Speaker: Vicki Rogers (Georgia Institute of Technology)
Location: On-Demand
Pass Type: Digital Standard Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track: Modernizing Service Management, Optimizing Culture and Leadership
Session Type: Virtual Session
[VIRTUAL] Session 406: Experience + Service Management: A Winning Combination
Speaker: Matt Beran (InvGate)
Location: On-Demand
Pass Type: Digital Standard Pass, 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: Virtual Session
Location: On-Demand
Pass Type: Digital Standard Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Virtual Session
[VIRTUAL] Session 502: Organizational Change Management: Thriving through Transformation
Speakers: Jessica Szalla (Giant Eagle), Caitlin Price (Giant Eagle, Inc.)
Location: On-Demand
Pass Type: Digital Standard Pass, 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: Virtual Session
[VIRTUAL] Session 504: Driving Positive Experiences through the use of Guiding Principles
Speakers: Jeff Jensen (I Train IT Leaders LLC), Rae Ann Bruno (Business Solutions Training, INc.)
Location: On-Demand
Pass Type: Digital Standard Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track: Optimizing Culture and Leadership
Session Type: Virtual Session
Location: On-Demand
Pass Type: Digital Standard Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Virtual Session
[VIRTUAL] Session 603: Radically Change the Way You Work with Service Management
Speaker: Sandi Conrad (Info-Tech Research Group)
Location: On-Demand
Pass Type: Digital Standard Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track: Modernizing Service Management
Session Type: Virtual Session
[VIRTUAL] Session 605: The Practical WHO-HOW-WHAT Approach to Organizational Change Management
Speaker: Thorsten Manthey (TCS)
Location: On-Demand
Pass Type: Digital Standard Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track: Optimizing Culture and Leadership
Session Type: Virtual Session