November 9-13, 2019
Omni Resort at ChampionsGate
Orlando, FL
Orlando, FL
SCHEDULE BUILDER
Browse, filter, and select your list of sessions and activities. You can plan your schedule in advance and access it before and during the show via export or the conference app. This tool is provided for your convenience and does not guarantee admission to the sessions you select. Adding a session to your schedule does not register you for any preconference training or workshops.
Pre-Conference Training Breakfast
Location: Meeting Room Foyers
Pass Type: Pre-Conference Workshop
Track: General Event
Location: Royal Meeting Room Foyer
Pass Type: Pre-Conference Workshop
Track: General Event
Pre-1: Three-day Training: Support Center Director
Speaker: Randy Celaya (The Coaching Bridge)
Location: Royal Dublin A
Pass Type: Pre-Conference Workshop
Track: Pre-Conference Training
Pre-2: Three-day Training: KCS Principles
Speaker: Julie Mohr (JulieLMohr.com)
Location: Royal Melbourne A
Pass Type: Pre-Conference Workshop
Track: Pre-Conference Training
Pre-3: Three-day Training: ITIL4 Foundation
Speaker: John Custy (JPC Group)
Location: Royal Dublin B
Pass Type: Pre-Conference Workshop
Track: Pre-Conference Training
Pre-Conference Training Breakfast
Location: Meeting Room Foyers
Pass Type: Pre-Conference Workshop
Track: General Event
Location: Rotunda
Pass Type: Conference & Expo Package, Pre-Conference Workshop
Track: General Event
Pre-1: Three-day Training: Support Center Director
Speaker: Randy Celaya (The Coaching Bridge)
Location: Royal Dublin A
Pass Type: Pre-Conference Workshop
Track: Pre-Conference Training
Pre-2: Three-day Training: KCS Principles
Speaker: Julie Mohr (JulieLMohr.com)
Location: Royal Melbourne A
Pass Type: Pre-Conference Workshop
Track: Pre-Conference Training
Pre-3: Three-day Training: ITIL4 Foundation
Speaker: John Custy (JPC Group)
Location: Royal Dublin B
Pass Type: Pre-Conference Workshop
Track: Pre-Conference Training
Pre-4: Two-day Training: Incident Management
Speaker: Keplyn Robinson
Location: Olympic A
Pass Type: Pre-Conference Workshop
Track: Pre-Conference Training
Pre-5: Two-day Training: Problem Management Professional
Speaker: Darrell Bond (HDI)
Location: Olympic B
Pass Type: Pre-Conference Workshop
Track: Pre-Conference Training
Pre-6: Two-day Training: Service Management Optimization
Speaker: Doug Tedder (Tedder Consulting LLC)
Location: Colonial A
Pass Type: Pre-Conference Workshop
Track: Pre-Conference Training
Pre-7: Two-day Training: Customer Experience Accelerator Bootcamp
Speaker: Rae Ann Bruno (Business Solutions Training)
Location: Colonial B
Pass Type: Pre-Conference Workshop
Track: Pre-Conference Training
Location: Rotunda
Pass Type: Conference & Expo Package, Pre-Conference Workshop, Expo Only Pass
Track: General Event
Location: International Ballroom I
Pass Type: Pre-Conference Workshop
Track: General Event
Pass Type: Conference & Expo Package, Pre-Conference Workshop
Track: One Day Pre-Conference Training
Pre-1: Three-day Training: Support Center Director
Speaker: Randy Celaya (The Coaching Bridge)
Location: Royal Dublin A
Pass Type: Pre-Conference Workshop
Track: Pre-Conference Training
Pre-2: Three-day Training: KCS Principles
Speaker: Julie Mohr (JulieLMohr.com)
Location: Royal Melbourne A
Pass Type: Pre-Conference Workshop
Track: Pre-Conference Training
Pre-3: Three-day Training: ITIL4 Foundation
Speaker: John Custy (JPC Group)
Location: Royal Dublin B
Pass Type: Pre-Conference Workshop
Track: Pre-Conference Training
Pre-4: Two-day Training: Incident Management
Speaker: Keplyn Robinson
Location: Olympic A
Pass Type: Pre-Conference Workshop
Track: Pre-Conference Training
Pre-5: Two-day Training: Problem Management Professional
Speaker: Darrell Bond (HDI)
Location: Olympic B
Pass Type: Pre-Conference Workshop
Track: Pre-Conference Training
Pre-6: Two-day Training: Service Management Optimization
Speaker: Doug Tedder (Tedder Consulting LLC)
Location: Colonial A
Pass Type: Pre-Conference Workshop
Track: Pre-Conference Training
Pre-7: Two-day Training: Customer Experience Accelerator Bootcamp
Speaker: Rae Ann Bruno (Business Solutions Training)
Location: Colonial B
Pass Type: Pre-Conference Workshop
Track: Pre-Conference Training
Pre-10: One-day Workshop: Digital Skills Management: Skills Framework for the Information Age (SFIA)
Speaker: Matthew Burrows (BSM impact Inc)
Location: Royal Melbourne B
Pass Type: Pre-Conference Workshop
Track: One Day Pre-Conference Training
Pre-11: One-day Workshop: The Essence of eXperience: Making eXperience Level Agreements (XLAs) Work
Speakers: Lisa Schwartz (ITSM Academy), Alan Nance (CitrusCollab LLP)
Location: Augusta B
Pass Type: Pre-Conference Workshop
Track: One Day Pre-Conference Training
Pre-12: One-day Workshop: SM + Design Thinking = Solved Business Problems – A Forrester Workshop
Speakers: Rudy Seber (Forrester), Chris Gallacher (Forrester)
Location: Augusta A
Pass Type: Pre-Conference Workshop
Track: One Day Pre-Conference Training
Pre-8: One Day Workshop: MarsLander®: Making Your ITSM More Agile and Lean
Speaker: Jenine Wech (RightStar)
Location: Congressional B
Pass Type: Pre-Conference Workshop
Track: One Day Pre-Conference Training
Pre-8: One-day Workshop: MarsLander®: Making Your ITSM More Agile and Lean
Speaker: Suresh GP (TaUB Solutions Pte Ltd)
Location: Congressional A
Pass Type: Pre-Conference Workshop
Track: One Day Pre-Conference Training
Pre-9: One-day Workshop: At Your Service! Defining Customer-Focused IT Services
Speakers: Marie DiRuzza (Mount Holyoke College), Chris Chagnon (Worcester Polytechnic Institute)
Location: ChampionsGate
Pass Type: Pre-Conference Workshop
Track: One Day Pre-Conference Training, Service Optimization
Opening General Session: Future Forces: How Digital Transformation Is Shaping the New World of Work
Speaker: Seth Mattison
Location: International Ballroom
Pass Type: Conference & Expo Package
Track: Keynote
Welcome Reception in the Expo Hall
Location: National Ballroom
Pass Type: Conference & Expo Package, Expo Only Pass
Track: General Event
Solution Spotlight: How to Optimize Your Service Management
Speakers: John Custy (JPC Group), Fancy Mills (HDI)
Pass Type: Conference & Expo Package, Expo Only Pass
Track: Solution Spotlight Session
Solution Spotlight: Differentiate Your Service Desk with MAX, the Smart Virtual Agent
Speaker: Dean Clayton (Micro Focus)
Pass Type: Conference & Expo Package, Expo Only Pass
Track: Solution Spotlight Session
Location: Omni Champions Gate Hotel Fountain
Pass Type: Conference & Expo Package
Track: General Event
Location: Rotunda
Pass Type: Conference & Expo Package, Expo Only Pass
Track: General Event
Location: International Ballroom I
Pass Type: Conference & Expo Package, Pre-Conference Workshop
Track: General Event
General Session and Awards: Establishing a Trusted Partnership between IT and the Business
Speaker: Jim Dulle (First American)
Location: International Ballroom
Pass Type: Conference & Expo Package
Track: Keynote
Location: International Foyer
Pass Type: Conference & Expo Package
Track: General Event
Session 101: How ITIL, DevOps, and Lean Drive Today's Digital and Agile Organizations
Speaker: Erika Flora (BEYOND20)
Location: Colonial A/B
Pass Type: Conference & Expo Package
Track: Connecting the Dots
Format: Session
Session 102: Fishing for GREAT Service Delivery? Hook VeriSM's Management Mesh!
Speaker: Suzanne Van Hove (SED-IT)
Location: Olympic
Pass Type: Conference & Expo Package
Track: Connecting the Dots
Format: Session
Session 103: Enterprise Service Management : Understanding and Delivering Customer Value
Speakers: Tony Denford (Info-Tech Research), Valence Howden (Infotech Research Group)
Location: Augusta
Pass Type: Conference & Expo Package
Track: Expanding Service Management Beyond IT
Format: Session
Session 104: Teaching an Old Yellow Jacket New Tricks: Adopting Change Management
Speaker: Vicki Rogers (Georgia Institute of Technology)
Location: Congressional A/B
Pass Type: Conference & Expo Package
Track: Implementing and Optimizing Services
Format: Case Study
Session 105: What's Your Value Proposition?: An ROI Workshop
Speaker: Jeff Rumburg (MetricNet, LLC)
Location: Royal Melbourne
Pass Type: Conference & Expo Package
Track: Driving Strategic Decision-Making
Format: Session
Session 106: State of the ESM market, 2019
Speaker: Charles Betz (Forrester)
Location: ChampionsGate
Pass Type: Conference & Expo Package
Track: Expanding Service Management Beyond IT
Format: Session
Session 107: Operationalizing A Business-Focused Service Strategy
Speaker: Pete McGarahan (First American)
Location: Royal Dublin
Pass Type: Conference & Expo Package
Track: Innovating and Disrupting at First American
Format: Case Study
Session 201: IT4IT Is IT 4 CIOs
Speaker: Diana Tullio (HBR Consulting)
Location: Royal Melbourne
Pass Type: Conference & Expo Package
Track: Connecting the Dots
Format: Session
Session 202: Taming the CMDB Beast
Speaker: Robert Cheyne (Texas A&M University)
Location: Augusta
Pass Type: Conference & Expo Package
Track: Implementing and Optimizing Services
Format: Case Study
Session 203: The Konmari Approach to Improving Service Delivery
Speaker: Rae Ann Bruno (Business Solutions Training)
Location: Royal Dublin
Pass Type: Conference & Expo Package
Track: Driving Strategic Decision-Making
Format: Session
Speakers: Sean McClean (ServiceNow), Ben Forrest (ServiceNow)
Location: Congressional A/B
Pass Type: Conference & Expo Package
Track: Putting IT to Work
Format: Session
Session 205: A New Service Management Partnership: Humanity and AI
Speaker: Kevin Smith (IVANTI)
Location: Olympic
Pass Type: Conference & Expo Package
Track: Optimizing Culture and Leadership
Format: Session
Session 206: Creating an Intuitive User Support Experience
Speakers: Sarah Sanchez (SAIC), Brendan Monahan (SAIC)
Location: ChampionsGate
Pass Type: Conference & Expo Package
Track: Driving Strategic Decision-Making
Format: Case Study
Speakers: Pete McGarahan (First American), Brandon Caudle (First American Corp)
Location: Colonial A/B
Pass Type: Conference & Expo Package
Track: Innovating and Disrupting at First American
Format: Case Study
Location: National Ballroom
Pass Type: Conference & Expo Package, Expo Only Pass
Track: General Event
Solutions Spotlight: Overcome Your Tier 1 Support Challenges
Speaker: David Martinez (Ivanti)
Location: Solution Spotlight Stage
Pass Type: Conference & Expo Package
Track: Solution Spotlight Session
Solutions Spotlight: ServiceNow Mobile - Make Work Life as Great as Real Life
Speaker: Gerald Beaulieu (ServiceNow)
Pass Type: Conference & Expo Package
Track: Solution Spotlight Session
6 Ways to Make Your ITSM Wholesome
Speaker: Kumaravel Ramakrishnan (ManageEngine)
Pass Type: Conference & Expo Package, Expo Only Pass
Track: Solution Spotlight Session
Session 301: Standards-Based, Process-Driven Service Improvement
Speaker: Paul Fordiani (Acuity, Inc)
Location: ChampionsGate
Pass Type: Conference & Expo Package
Track: Connecting the Dots
Format: Session
Session 302: Real-Life and Applied Enterprise Service Management
Speaker: Scott Standen (European Central Bank)
Location: Royal Dublin
Pass Type: Conference & Expo Package
Track: Expanding Service Management Beyond IT
Format: Case Study
Session 303: The Recipe for Implementing a Great Change Management Process
Speaker: Carla Smith (Emory Healthcare)
Location: Colonial A/B
Pass Type: Conference & Expo Package
Track: Implementing and Optimizing Services
Format: Case Study
Speaker: Julie Mohr (JulieLMohr.com)
Location: Congressional A/B
Pass Type: Conference & Expo Package
Track: Driving Strategic Decision-Making
Format: Session
Session 305: Strategy: Plain and Simple
Speaker: David Cannon (Nfiniti3)
Location: Royal Melbourne
Pass Type: Conference & Expo Package
Track: Driving Strategic Decision-Making
Format: Session
Session 306: The Common Denominator Is The Differentiator: Lead Your Culture
Speaker: Michael Kublin (PeopleTek Coaching)
Location: Augusta
Pass Type: Conference & Expo Package
Track: Optimizing Culture and Leadership
Format: Session
Session 307: The Importance of the Daily Operational Regimen on Performance
Speakers: Brad Biagi (First American), Brandon Caudle (First American Corp)
Location: Olympic
Pass Type: Conference & Expo Package
Track: Innovating and Disrupting at First American
Format: Case Study
Location: Meeting Room Foyers
Pass Type: Conference & Expo Package
Track: General Event
Session 401: ITIL4: What's the Fuss All About?
Speaker: John P Custy, Jr. (JPC Group)
Location: ChampionsGate
Pass Type: Conference & Expo Package
Track: Connecting the Dots
Format: Panel
Session 402: The Power of Operating Models Across the Enterprise
Speaker: Phyllis Drucker (Linium)
Location: Royal Dublin
Pass Type: Conference & Expo Package
Track: Expanding Service Management Beyond IT
Format: Session
Session 403: Service Management Journey at IKO Industries: Lessons from the First Year
Speaker: Pierre Bernard (IKO Industries Ltd.)
Location: Olympic
Pass Type: Conference & Expo Package
Track: Implementing and Optimizing Services
Format: Case Study
Session 404: Leggo My Lego!: An Exciting Way to Learn and Apply Lean Management
Speakers: Jamie Stannard (KaVo Kerr), Matt Siefker (KaVo Kerr)
Location: Congressional A/B
Pass Type: Conference & Expo Package
Track: Driving Strategic Decision-Making
Format: Session
Session 405: Don't Sabotage Your ITSM Automation Project!
Speaker: Linda Lenox (CURO Financial Technolgoies)
Location: Colonial A/B
Pass Type: Conference & Expo Package
Track: Putting IT to Work
Format: Session
Speaker: Manuel Palachuk (Manuel Palachuk International)
Location: Royal Melbourne
Pass Type: Conference & Expo Package
Track: Optimizing Culture and Leadership
Format: Session
Session 407: If it Weren't for These Freaking People: A Deep Dive into the Pool of Relationships
Speaker: Deborah Monroe (Ignite Achievements Int'l)
Location: Augusta
Pass Type: Conference & Expo Package
Track: Optimizing Culture and Leadership
Format: Session
Location: National Ballroom
Pass Type: Conference & Expo Package
Track: General Event
Location: Ballroom Commons
Pass Type: Conference & Expo Package, Expo Only Pass
Track: General Event
Location: Rotunda
Pass Type: Conference & Expo Package, Pre-Conference Workshop, Expo Only Pass
Track: General Event
Location: International Ballroom I
Pass Type: Conference & Expo Package
Track: General Event
Breakfast Briefing 1: Knowledge-Centered Success!: An Interactive KCS Implementation Guide
Speaker: Keelyn VanderWeide (Varian Medical Systems)
Location: Augusta
Pass Type: Conference & Expo Package
Track: Breakfast Briefing
Format: Breakfast Briefing
Breakfast Briefing 2: ITSM: You're Doing It Wrong!
Speaker: Brian Fox (Sitel)
Location: ChampionsGate
Pass Type: Conference & Expo Package
Track: Breakfast Briefing
Format: Session
Breakfast Briefing 3: AI and Automation Are Changing the ITSM Game
Speakers: Akhil Sahai (Symphony Summit), John Thompson (Greater Toronto Airports Authority)
Location: Colonial A/B
Pass Type: Conference & Expo Package
Track: Breakfast Briefing
Format: Breakfast Briefing
Breakfast Briefing 4: The Data-Driven Design Thinking Process
Speaker: Ryan LaMarche (Research Lab)
Location: Congressional A/B
Pass Type: Conference & Expo Package
Track: Breakfast Briefing
Format: Breakfast Briefing
Breakfast Briefing 5: Emergency, 911!: Dealing with Emergency Changes
Speaker: Doug Rabold (Bold Ray Consulting)
Location: Royal Dublin
Pass Type: Conference & Expo Package
Track: Breakfast Briefing
Format: Case Study
Breakfast Briefing 6: Human, Not Digital, Transformation: The Rise of the Humans
Speaker: Barclay Rae (Barclay Rae Consulting)
Location: Royal Melbourne
Pass Type: Conference & Expo Package
Track: Breakfast Briefing
General Session: Supercreativity™: Augmenting Human Creativity in the Age of Artificial Intelligence
Speaker: James Taylor
Location: International Ballroom
Pass Type: Conference & Expo Package
Track: Keynote
AI and Employee Support: A Match Long Over Due, Learning from Johnson & Johnson's AI Deployment
Speakers: Chris Savio (Bold360 by LogMeIn), Anthony Pacitti (Johnson & Johnson)
Location: ChampionsGate
Pass Type: Conference & Expo Package, Expo Only Pass
Track: Putting IT to Work: Tech Talks
Format: Case Study
Agile ITSM: New Ways of Working for High Velocity Teams
Speaker: Colin Saunders (Atlassian)
Pass Type: Conference & Expo Package, Expo Only Pass
Track: Putting IT to Work: Tech Talks
Building a Successful IT Self Service System
Speaker: Jane Leahy (Cherwell)
Location: Augusta
Pass Type: Conference & Expo Package, Expo Only Pass
Track: Putting IT to Work: Tech Talks
Modern Incident Management: IT's Time To (Re)gain Control On Your Performance
Speaker: Vincent Geffray (Everbridge)
Location: Congressional A/B
Pass Type: Conference & Expo Package, Expo Only Pass
Track: Putting IT to Work: Tech Talks
Real World Successes with Shift-Left Strategy
Speaker: Evan Carlson (EasyVista)
Location: Colonial A/B
Pass Type: Conference & Expo Package, Expo Only Pass
Track: Putting IT to Work: Tech Talks
Location: National Ballroom
Pass Type: Conference & Expo Package
Track: General Event
Solution Spotlight: The Future of Service is Cognitive
Speaker: David Schmidt (BMC)
Location: Solution Spotlight Stage
Pass Type: Conference & Expo Package, Expo Only Pass
Track: Solution Spotlight Session
Solution Spotlight: How to Achieve True Off-Boarding Ease
Speakers: Ruben Franzen (TOPdesk), Pamela Macmillan (TOPdesk)
Location: Solution Spotlight Stage
Pass Type: Conference & Expo Package, Expo Only Pass
Track: Solution Spotlight Session
Solution Spotlight: How Service Desk Automations Power a Modern Employee Experience
Speaker: Liz Beavers (SolarWinds)
Location: Solution Spotlight Stage
Pass Type: Conference & Expo Package
Track: Solution Spotlight Session
Session 501: Using SIAM When Adoping DevOps Practices
Speaker: Reni Friis (Valcon)
Location: Royal Melbourne
Pass Type: Conference & Expo Package
Track: Connecting the Dots
Format: Session
Session 502: Shift-Left: An Underestimated Strategy for Service Management
Speaker: Ruben van der Graaf (Kramp Group BV)
Location: ChampionsGate
Pass Type: Conference & Expo Package
Track: Expanding Service Management Beyond IT
Format: Case Study
Session 503: Don't Just Report on Your Data—Act on It!
Speaker: Kevin M Griggs (KPMG US, LLP.)
Location: Augusta
Pass Type: Conference & Expo Package
Track: Implementing and Optimizing Services
Format: Case Study
Session 504: XLAs: The Vital Anchor of Service Management
Speakers: Alan Nance (CitrusCollab LLP), Lisa Schwartz (ITSM Academy)
Location: Congressional A/B
Pass Type: Conference & Expo Package
Track: Driving Strategic Decision-Making
Format: Session
Session 505: System Thinking: The Keystone to CMDB Success
Speaker: Carlos Casanova (Casanova Advisory Services)
Location: Colonial A/B
Pass Type: Conference & Expo Package
Track: Putting IT to Work
Format: Session
Session 506: The Missing Drip: Identifying Skill Gaps with Paint
Speaker: Sean Davis (Equifax)
Location: Royal Dublin
Pass Type: Conference & Expo Package
Track: Optimizing Culture and Leadership
Format: Session
Session 507: Big Data or Big Brother? Optimize Service with Predictive Analytics
Speaker: Phyllis Drucker (Linium)
Location: Olympic
Pass Type: Conference & Expo Package
Track: Driving Strategic Decision-Making
Format: Session
Session 601: Anatomy of a Value Stream
Speaker: Donna Knapp (ITSM Academy)
Location: Royal Melbourne
Pass Type: Conference & Expo Package
Track: Connecting the Dots
Format: Session
Session 602: Practical and Political Challenges to Enterprise Service Management
Speaker: Lou Hunnebeck (DXC Technology)
Location: Congressional A/B
Pass Type: Conference & Expo Package
Track: Expanding Service Management Beyond IT
Format: Session
Session 603: Innovative Service Management: From Reactive to Proactive
Speaker: Chi-Cheng Chu (North York General Hospital)
Location: Olympic
Pass Type: Conference & Expo Package
Track: Implementing and Optimizing Services
Format: Case Study
Session 604: Measure Twice, Cut Once, Make it Fit?: Measurement and Metrics Lessons Learned
Speaker: Michael Cardinal (TEKsystems)
Location: ChampionsGate
Pass Type: Conference & Expo Package
Track: Driving Strategic Decision-Making
Format: Case Study
Session 605: The V*A*L*U*E Formula: 5 Elements to Maximize Value
Speaker: Ken Wendle (Edify ITSM, Inc.)
Location: Royal Dublin
Pass Type: Conference & Expo Package
Track: Driving Strategic Decision-Making
Format: Session
Session 606: Knowledge Is the Key to Implementing a Successful Bot Strategy
Speaker: Julie Mohr (JulieLMohr.com)
Location: Augusta
Pass Type: Conference & Expo Package
Track: Putting IT to Work
Format: Session
Session 607: ITSM: A Cultural Conversion to Process
Speaker: Andrew Vollaro (Webster bank)
Location: Colonial A/B
Pass Type: Conference & Expo Package
Track: Optimizing Culture and Leadership
Format: Session
Closing General Session: Leadership: The Power of Profitable Conversations
Speaker: Amy Hutchens
Location: International Ballroom
Pass Type: Conference & Expo Package
Track: Keynote