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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.
Nov 17 Sunday | 7:00 am

Networking Breakfast

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

Session Type: Event Experience

Nov 17 Sunday | 8:00 am

Pre-01: Support Center Director

Speaker: Randy Celaya  (The Coaching Bridge)

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)

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

Session Type: Training

Pre-03: KCS Principles

Speaker: Darrell Bond  (RADAR Solutions Group)

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

Session Type: Session

Pre-04: ITIL Foundation

Speaker: Greg Sanker  (ITSMTransition)

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

Session Type: Training

Pre-05: Experience Foundation

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

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

Session Type: Training

Nov 17 Sunday | 12:00 pm

Networking Lunch

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

Session Type: Event Experience

Nov 18 Monday | 7:00 am

Networking Breakfast

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

Session Type: Event Experience

Nov 18 Monday | 8:00 am

Pre-01: Support Center Director

Speaker: Randy Celaya  (The Coaching Bridge)

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)

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

Session Type: Training

Pre-03: KCS Principles

Speaker: Darrell Bond  (RADAR Solutions Group)

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

Session Type: Session

Pre-04: ITIL Foundation

Speaker: Greg Sanker  (ITSMTransition)

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

Session Type: Training

Pre-05: Experience Foundation

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

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)

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

Session Type: Training

Nov 18 Monday | 12:00 pm

Networking Lunch

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

Session Type: Event Experience

Nov 19 Tuesday | 7:00 am

Networking Breakfast

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

Session Type: Event Experience

Nov 19 Tuesday | 8:00 am

Pre-01: Support Center Director

Speaker: Randy Celaya  (The Coaching Bridge)

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)

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

Session Type: Training

Pre-03: KCS Principles

Speaker: Darrell Bond  (RADAR Solutions Group)

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

Session Type: Session

Pre-04: ITIL Foundation

Speaker: Greg Sanker  (ITSMTransition)

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

Session Type: Training

Pre-05: Experience Foundation

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

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)

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)

Pass Type: Premium Conference Pass

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

Session Type: Workshop

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

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

Pass Type: Premium Conference Pass

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

Session Type: Workshop

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

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

Pass Type: Premium Conference Pass

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

Session Type: Workshop

Pre-10: Experience Essentials

Speaker: Deborah Monroe  (Ignite Achievements Int'l)

Pass Type: Premium Conference Pass

Session Type: Workshop

Nov 19 Tuesday | 12:00 pm

Networking Lunch

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

Session Type: Event Experience

Nov 19 Tuesday | 4:00 pm

KEYNOTE: Opening 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: Keynote

Nov 19 Tuesday | 5:00 pm

Welcome Reception and Expo Hall Open!

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

Session Type: Expo Hall

Nov 20 Wednesday | 7:30 am

Networking Breakfast

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

Session Type: Event Experience

Nov 20 Wednesday | 8:30 am

KEYNOTE: How Generative AI Will Affect the Future of Work

Speaker: Crystal Washington

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 20 Wednesday | 10:15 am

Session 101: How to Focus on the Positive and Avoid Mixing in Metrics

Speaker: Calen Sifferman  (Costco)

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

Session 102: Leading an Organizational AI Adoption

Speaker: Glenn Setliff  (Duke University School of Nursing)

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

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

Speaker: Don Varela  (Navy Federal Credit Union)

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)

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 Case: How to Influence Your Organization to Act

Speaker: Lou Hunnebeck  (ServiceNow, Inc.)

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 20 Wednesday | 11:30 am

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)

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)

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)

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

Speaker: Rachel Mulry  (SMU)

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 205: Building an Experience-Centered Service Culture in IT

Speaker: Joseph Fugere  (University of Alaska)

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)

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

Track: Modernizing Service Management

Session Type: Session

Nov 20 Wednesday | 12:30 pm

Networking Lunch

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

Session Type: Event Experience

Nov 20 Wednesday | 1:00 pm

Expo Hall Open!

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

Session Type: Expo Hall

Nov 20 Wednesday | 3:45 pm

Session 301: An Evolutionary Approach to Revolutionizing Experience Management

Speaker: Neil Keating  (Experience Collab)

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)

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), Fred Gordon  (Farm Credit Mid-America)

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)

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: Katrina Macdermid  (HIT Global)

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

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

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

Track: Optimizing Culture and Leadership, Modernizing Service Management

Session Type: Session

Nov 20 Wednesday | 7:00 pm

Conference Party

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

Session Type: Event Experience

Nov 21 Thursday | 7:30 am

Networking Breakfast

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

Session Type: Event Experience

Nov 21 Thursday | 8:30 am

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

Speaker: Matt Mayberry

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

Session Type: Keynote

Nov 21 Thursday | 10:15 am

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

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

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)

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 403: Key Characteristics of a Transformative Digital Leader

Speaker: Jeff Jensen  (I Train IT Leaders LLC)

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 404: Service Desk Transformation - Four Case Studies

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

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)

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

Nov 21 Thursday | 11:30 am

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

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

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)

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)

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: Unlocking Potential: 12 Essential Digital Leader Characteristics

Speaker: Patti Blackstaffe  (GlobalSway)

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

Track: Optimizing Culture and Leadership, Modernizing Service Management

Session Type: Session

Nov 21 Thursday | 12:30 pm

Networking Lunch

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

Session Type: Event Experience

Nov 21 Thursday | 1:00 pm

Expo Hall Open!

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

Session Type: Expo Hall

Nov 21 Thursday | 3:30 pm

Passport to Prizes

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

Session Type: Expo Hall

Nov 21 Thursday | 4:00 pm

Session 601: Break it Down to Build it Up: Strategies for Unlocking Your Team's Full Potential

Speaker: Beth R. Woods  (University of Georgia)

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 602: Empowering Organization for Service Oriented Knowledge Management

Speaker: Anthony Orr  (CDW)

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 603: Escape Service Degradation - An Interactive Major Incident Experience

Speakers: Jessica Szalla  (Giant Eagle), Caitlin Price  (Giant Eagle)

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