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Nov 11 Saturday | 7:30 am

Networking Breakfast

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

Nov 11 Saturday | 8:30 am

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

Pre-3: 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

Nov 11 Saturday | 12:00 pm

Networking Lunch

Location: Cayman Court

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

Session Type: Event Experience

Nov 12 Sunday | 7:30 am

Networking Breakfast

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

Nov 12 Sunday | 8:30 am

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

Pre-3: 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

Pre-5: XLA Practitioner

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

Nov 12 Sunday | 12:00 pm

Networking Lunch

Location: Cayman Court

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

Session Type: Event Experience

Nov 13 Monday | 7:30 am

Networking Breakfast

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

Nov 13 Monday | 8:30 am

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

Pre-3: 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

Pre-5: XLA Practitioner

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

Pre-7: Experience Essentials

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

Nov 13 Monday | 12:00 pm

Networking Lunch

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

Nov 13 Monday | 4:00 pm

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

Nov 13 Monday | 5:00 pm

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

Nov 13 Monday | 5:20 pm

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

Nov 13 Monday | 5:50 pm

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

Nov 14 Tuesday | 7:30 am

Networking Breakfast

Location: Kingston Hall

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

Session Type: Event Experience

Registration and Information

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

Nov 14 Tuesday | 8:30 am

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

Nov 14 Tuesday | 10:00 am

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

Nov 14 Tuesday | 10:15 am

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

Nov 14 Tuesday | 11:30 am

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 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

Nov 14 Tuesday | 12:30 pm

Networking Lunch

Location: Kingston Hall

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

Session Type: Event Experience

Nov 14 Tuesday | 12:45 pm

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

Nov 14 Tuesday | 1:00 pm

Explore 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

Nov 14 Tuesday | 2:10 pm

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

Nov 14 Tuesday | 2:40 pm

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

Nov 14 Tuesday | 3:10 pm

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

Nov 14 Tuesday | 3:45 pm

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

Nov 14 Tuesday | 4:45 pm

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

Nov 14 Tuesday | 7:00 pm

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

Nov 15 Wednesday | 7:30 am

Networking Breakfast

Location: Kingston Hall

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

Session Type: Event Experience

Registration and Information

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

Nov 15 Wednesday | 8:30 am

Keynote: The Journey of Innovation: 5 Tracks for Your Playlist to Drive Growth, Creativity, and Transformation

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

Nov 15 Wednesday | 10:15 am

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

Nov 15 Wednesday | 11:00 am

[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

Nov 15 Wednesday | 11:30 am

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

Session 503: Improving Service Management in the Digital Age: Gaining the Leadership Commitment Required for Success

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

Session 506: The Importance of Insight: Mapping and Collecting Feedback from Along the Customer Journey

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

Nov 15 Wednesday | 12:00 pm

[VIRTUAL] Brain Break

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

Nov 15 Wednesday | 12:15 pm

[VIRTUAL] 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: 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

Nov 15 Wednesday | 12:30 pm

Networking Lunch

Location: Kingston Hall

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

Session Type: Event Experience

Nov 15 Wednesday | 12:45 pm

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

Nov 15 Wednesday | 1:00 pm

Explore 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

Nov 15 Wednesday | 1:15 pm

[VIRTUAL] Brain Break

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

Nov 15 Wednesday | 1:30 pm

[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

Nov 15 Wednesday | 2:10 pm

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

Nov 15 Wednesday | 2:30 pm

[VIRTUAL] Brain Break

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

Nov 15 Wednesday | 2:40 pm

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

Nov 15 Wednesday | 2:45 pm

[VIRTUAL] Session 302: Putting the Pieces Together: Better Service Delivery Through Practice Addition

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

Nov 15 Wednesday | 3:30 pm

Passport to Prizes Giveaway

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

Nov 15 Wednesday | 3:45 pm

[VIRTUAL] Brain Break

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

Nov 15 Wednesday | 4:00 pm

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

Nov 16 Thursday | 11:00 am

[VIRTUAL] Keynote: The Journey of Innovation: 5 Tracks for Your Playlist to Drive Growth, Creativity, and Transformation

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

Nov 16 Thursday | 12:00 pm

[VIRTUAL] Brain Break

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

Nov 16 Thursday | 12:15 pm

[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

Nov 16 Thursday | 1:15 pm

[VIRTUAL] Brain Break

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

Nov 16 Thursday | 1:30 pm

[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

Nov 16 Thursday | 2:30 pm

[VIRTUAL] Brain Break

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

Nov 16 Thursday | 2:45 pm

[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