Location: Cayman Court
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass
Session Type: Event Experience
Registration (Pre-Conference Training Only)
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass
Session Type: Registration
Pre-01: Support Center Director
Speaker: Randy Celaya (The Coaching Bridge)
Location: St. Croix 1
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass
Session Type: Training
Pre-02: Support Center Manager
Speaker: Doug Tedder (Tedder Consulting LLC)
Location: St. Croix 2
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass
Session Type: Training
Speaker: Darrell Bond (RADAR Solutions Group)
Location: St. Croix 3
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass
Session Type: Training
Speaker: Greg Sanker (ITSMTransition)
Location: Grand Caribbean 4
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass
Session Type: Training
Speaker: Rae Ann Bruno (Business Solutions Training, Inc.)
Location: Grand Caribbean 5
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass
Session Type: Training
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass
Session Type: Event Experience
Location: Cayman Court
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass
Session Type: Event Experience
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass
Session Type: Event Experience
Location: Cayman Court
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass
Session Type: Event Experience
Registration (Pre-Conference Training Only)
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass
Session Type: Registration
Pre-01: Support Center Director
Speaker: Randy Celaya (The Coaching Bridge)
Location: St. Croix 1
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass
Session Type: Training
Pre-02: Support Center Manager
Speaker: Doug Tedder (Tedder Consulting LLC)
Location: St. Croix 2
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass
Session Type: Training
Speaker: Darrell Bond (RADAR Solutions Group)
Location: St. Croix 3
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass
Session Type: Training
Speaker: Greg Sanker (ITSMTransition)
Location: Grand Caribbean 4
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass
Session Type: Training
Speaker: Rae Ann Bruno (Business Solutions Training, Inc.)
Location: Grand Caribbean 5
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass
Session Type: Training
Pre-06: Artificial Intelligence in the Support Organization
Speaker: Josh Streets (Scoreboard Group)
Location: Grand Caribbean 8
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass
Session Type: Training
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass
Session Type: Event Experience
Location: Cayman Court
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass
Session Type: Event Experience
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass
Session Type: Event Experience
Location: Cayman Court
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass, Premium Conference Pass
Session Type: Event Experience
Pass Type: Expo Hall Only Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Standard Conference Pass
Session Type: Registration
Pre-01: Support Center Director
Speaker: Randy Celaya (The Coaching Bridge)
Location: St. Croix 1
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass
Session Type: Training
Pre-02: Support Center Manager
Speaker: Doug Tedder (Tedder Consulting LLC)
Location: St. Croix 2
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass
Session Type: Training
Speaker: Darrell Bond (RADAR Solutions Group)
Location: St. Croix 3
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass
Session Type: Training
Speaker: Greg Sanker (ITSMTransition)
Location: Grand Caribbean 4
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass
Session Type: Training
Speaker: Rae Ann Bruno (Business Solutions Training, Inc.)
Location: Grand Caribbean 5
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass
Session Type: Training
Pre-06: Artificial Intelligence in the Support Organization
Speaker: Josh Streets (Scoreboard Group)
Location: Grand Caribbean 8
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass
Session Type: Training
Pre-07: Re-Imagine(ering) Service Management
Speaker: Doug Rabold (Bold Ray Consulting)
Location: Grand Caribbean 10
Pass Type: Premium Conference Pass
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)
Location: Grand Caribbean 11
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)
Location: Grand Caribbean 12
Pass Type: Premium Conference Pass
Track: Modernizing Service Management, Connecting the Dots: Frameworks and Methodologies
Session Type: Workshop
Speaker: Deborah Monroe (Ignite Achievements Int'l)
Location: Grand Caribbean 9
Pass Type: Premium Conference Pass
Session Type: Workshop
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass
Session Type: Event Experience
Location: Cayman Court
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass, Premium Conference Pass
Session Type: Event Experience
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass
Session Type: Event Experience
KEYNOTE: Mastermind Industry Panel: Service Management 2025
Speakers: Tony North (King County), Ric Mims (ServiceNow), Peter McGarahan (American Financial), Randy Celaya (The Coaching Bridge)
Location: Grand Caribbean Ballroom 7
Pass Type: Expo Hall Only Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Keynote
Welcome Reception and Expo Hall Open!
Pass Type: Expo Hall Only Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Expo Hall
Location: Kingston Hall
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Event Experience
Pass Type: Expo Hall Only Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Registration
KEYNOTE: How Generative AI Will Affect the Future of Work
Speaker: Crystal Washington
Location: Grand Caribbean Ballroom 7
Pass Type: Expo Hall Only Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Keynote
KEYNOTE: Software As A Service: A Double-Edged Sword?
Speaker: Gianmarco Rubino (HaloITSM)
Location: Grand Caribbean Ballroom 7
Pass Type: Expo Hall Only Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Keynote
Location: Pre-Function East
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Event Experience
Session 101: Quality Results – Adding the Positive to Quality Control and Removing the Metrics
Speaker: Calen Sifferman (Costco)
Location: Grand Caribbean 4/5
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track: Driving Strategic Decision-Making
Session Type: Case Study
Session 102: Leading an Organizational AI Adoption
Speaker: Glenn Setliff (Duke University School of Nursing)
Location: Grand Caribbean 8/9
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track: Driving Strategic Decision-Making
Session Type: Case Study
Speaker: Don Varela (Navy Federal Credit Union)
Location: Grand Caribbean 10
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track: Modernizing Service Management
Session Type: Case Study
Session 104: Agile Framework with Lean Methodologies
Speaker: Tony North (King County)
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 105: Making Your Business Case: How to Influence Your Organization to Act
Speaker: Lou Hunnebeck (ServiceNow, Inc.)
Location: Grand Caribbean 12
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track: Driving Strategic Decision-Making, Optimizing Culture and Leadership
Session Type: Session
Session 106: Meet, Greet and Repeat: Service Management Speed Networking
Speaker: Erica Marois (ICMI, HDI)
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track: Optimizing Culture and Leadership
Session Type: Session
Session 201: K-12 Education Doesn't Have to Suffer - Case Study
Speakers: Alyse Hill (Jeffco Public Schools), Anthony Bateson (Jeffco Public Schools), Erik Carlson (Jeffco Public Schools), David Pietrs (Jeffco Public Schools)
Location: Grand Caribbean 4/5
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track: Modernizing Service Management, Optimizing Culture and Leadership
Session Type: Case Study
Session 202: The Anatomy Of a Coaching Session: Develop High Impact Performance
Speaker: Deborah Monroe (Ignite Achievements Int'l)
Location: Turks 3
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track: Optimizing Culture and Leadership, Connecting the Dots: Frameworks and Methodologies
Session Type: Session
Session 203: Service Management Myth Busters
Speakers: Doug Tedder (Tedder Consulting LLC), Rae Ann Bruno (Business Solutions Training), Matt Beran (InvGate), Angee Phong (SS&C Technologies)
Location: Grand Caribbean 8/9
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track: Connecting the Dots: Frameworks and Methodologies, Modernizing Service Management
Session Type: Session
Session 205: Building an Experience-Centered Service Culture in IT
Speaker: Joseph Fugere (University of Alaska)
Location: Grand Caribbean 11
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track: Modernizing Service Management, Connecting the Dots: Frameworks and Methodologies
Session Type: Case Study
Session 206: Building a Service Management AI Strategy
Speaker: Josh Streets (Scoreboard Group)
Location: Grand Caribbean 12
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track: Modernizing Service Management
Session Type: Session
Location: Kingston Hall
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Event Experience
Location: Expo Hall Floor
Pass Type: Expo Hall Only Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Expo Hall
Location: Expo Hall Floor
Pass Type: Expo Hall Only Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Event Experience
Session 301: An Evolutionary Approach to Revolutionizing Experience Management
Speaker: Neil Keating (Experience Collab)
Location: Grand Caribbean 4/5
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track: Connecting the Dots: Frameworks and Methodologies, Modernizing Service Management
Session Type: Session
Session 302: Is Governance a Naughty Word?
Speaker: Greg Sanker (ITSMTransition)
Location: Grand Caribbean 8/9
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track: Driving Strategic Decision-Making, Optimizing Culture and Leadership
Session Type: Session
Session 303: The Heart of Knowledge: Strategies to Build Trust and Improve Efficiency
Speakers: Janice Smith (Farm Credit Mid-America), Rebecca Mark (Farm Credit Mid-America)
Location: Grand Caribbean 10
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track: Modernizing Service Management
Session Type: Case Study
Session 304: AI and ITIL: How AI is Supercharging ITIL Maturity
Speaker: Jeff Rumburg (MetricNet, LLC)
Location: Grand Caribbean 11
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track: Connecting the Dots: Frameworks and Methodologies, Modernizing Service Management
Session Type: Case Study
Session 305: The Unfair Expectations of ITSM
Location: Turks 3
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track: Connecting the Dots: Frameworks and Methodologies
Session Type: Session
Speaker: Rae Ann Bruno (Business Solutions Training, INc.)
Location: Grand Caribbean 12
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track: Optimizing Culture and Leadership, Modernizing Service Management
Session Type: Session
Location: Expo Hall Floor
Pass Type: Expo Hall Only Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Event Experience
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
Pass Type: Expo Hall Only Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Registration
Speaker: Matt Mayberry
Location: Grand Caribbean Ballroom 7
Pass Type: Expo Hall Only Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Keynote
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Event Experience
Session 401: Revolutionizing the Customer Experience: Duquesne University's Journey from ITSM to ESM
Speakers: Melissa Jackman (Duquesne University), Mark Katsouros (Duquesne University)
Location: Grand Caribbean 4/5
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track: Modernizing Service Management
Session Type: Case Study
Session 402: What Will "XLA 3.0" Look Like and Why Should I Care?
Speaker: Weston Morris (Unisys)
Location: Grand Caribbean 8/9
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track: Connecting the Dots: Frameworks and Methodologies, Modernizing Service Management
Session Type: Session
Session 403: Key Characteristics of a Transformative Digital Leader
Speaker: Jeff Jensen (I Train IT Leaders LLC)
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, 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 (SHI)
Location: Grand Caribbean 11
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track: Modernizing Service Management
Session Type: Case Study
Session 405: Elevating Onboarding with XLAs: A Facilitated Exercise to Build an Onboarding XLA
Speakers: Rae Ann Bruno (Business Solutions Training, INc.), Neil Keating (Experience Colla)
Location: Grand Caribbean 12
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track: Connecting the Dots: Frameworks and Methodologies, Optimizing Culture and Leadership
Session Type: Session
Session 406: Visualizing Value: How Adding Visualizing Work Improves Everything!
Speaker: Matt Beran (InvGate)
Location: Turks 3
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track: Modernizing Service Management
Session Type: Session
Session 501: Structure, Skill, Service: The ITSM Success Trifecta
Speaker: Nat McLaren (Davies Ward Phillips & Vineberg LLP)
Location: Grand Caribbean 4/5
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track: Connecting the Dots: Frameworks and Methodologies, Modernizing Service Management
Session Type: Case Study
Session 502: The Business of Business Is the Business of IT
Speaker: Roy Atkinson (Clifton Butterield, LLC)
Location: Grand Caribbean 8/9
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track: Driving Strategic Decision-Making, Modernizing Service Management
Session Type: Session
Session 503: Getting Started with an Innovative Service Portal
Speaker: Phyllis Drucker (EZ2BGR8)
Location: Grand Caribbean 10
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track: Modernizing Service Management
Session Type: Session
Session 504: Data Analytics: Equipping the Organization to See More Than Just Flashy Charts
Speaker: Rachel Mulry (SMU)
Location: Grand Caribbean 11
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track: Driving Strategic Decision-Making, Modernizing Service Management
Session Type: Case Study
Location: Kingston Hall
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Event Experience
Location: Expo Hall Floor
Pass Type: Expo Hall Only Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Expo Hall
Location: Expo Hall Floor
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Event Experience
Location: Expo Hall Floor
Pass Type: Expo Hall Only Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Expo Hall
Session 601: Break it Down to Build it Up: Strategies for Unlocking Your Team's Full Potential
Speaker: Beth R. Woods (University of Georgia)
Location: Grand Caribbean 8/9
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track: Optimizing Culture and Leadership
Session Type: Case Study
Session 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)
Location: Grand Caribbean 10
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track: Driving Strategic Decision-Making, Modernizing Service Management
Session Type: Case Study