Schedule
Designed to meet the unique needs of service management and technical support leaders, Service Management World will explore the strategic and tactical elements of managing and deploying an optimal service management strategy.
Location: Kingston Hall
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass
Session Type: Event Experience
Registration and Information: Pre-Conference Training Only
Location: Pre-Function North
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass
Session Type: Registration
Pre-1: HDI Support Center Director
Speaker: Randy Celaya (The Coaching Bridge)
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)
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)
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass
Session Type: Training
Speaker: Greg Sanker (ITSMTransition)
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass
Session Type: Training
Location: Kingston Hall
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass
Session Type: Event Experience
Location: Kingston Hall
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass
Session Type: Event Experience
Registration and Information: Pre-Conference Training Only (Premium Conference After 1:00pm)
Location: Pre-Function North
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass, Premium Conference Pass
Session Type: Registration
Pre-1: HDI Support Center Director
Speaker: Randy Celaya (The Coaching Bridge)
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)
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)
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass
Session Type: Training
Speaker: Greg Sanker (ITSMTransition)
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.)
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)
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass
Session Type: Training
Location: Kingston Hall
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass
Session Type: Event Experience
Location: Kingston Hall
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass, Premium Conference Pass
Session Type: Event Experience
Registration and Information: Premium Conference Only (Open Registration After 1:30pm)
Location: Pre-Function North
Pass Type: Expo Hall Only Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Registration
Pre-10: The Fundamentals of Digital Risk Awareness
Speaker: David Moskowitz (DVMS Institute LLC)
Pass Type: Premium Conference Pass
Track: Driving Strategic Decision-Making, Modernizing Service Management
Session Type: Workshop
Pre-11: Improve Your CritSit Handling Capability
Speaker: David Pultorak (Acceleres Corporation)
Pass Type: Premium Conference Pass
Track: Connecting the Dots: Frameworks and Methodologies, Driving Strategic Decision-Making
Session Type: Workshop
Pre-1: HDI 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-2: HDI 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
Speaker: Darrell Bond (RADAR Solutions Group)
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass
Session Type: Training
Speaker: Greg Sanker (ITSMTransition)
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.)
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)
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass
Session Type: Training
Speaker: Deborah Monroe (Ignite Achievements Int'l)
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)
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)
Pass Type: Premium Conference Pass
Track: Modernizing Service Management, Driving Strategic Decision-Making
Session Type: Workshop
Location: Kingston Hall
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass, Premium Conference Pass
Session Type: Event Experience
Everest-Level Resilience: Overcoming Adversity and Reaching High Goals
Speaker: Jim Davidson
Location: Grand Caribbean Ballroom
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Keynote
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
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
Location: Kingston Hall
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Event Experience
Location: Pre-Function North
Pass Type: Expo Hall Only Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Registration
Innovation & Convergence in the 21st Century
Speaker: Kian Gohar
Location: Grand Caribbean Ballroom
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Keynote
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)
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)
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), Nicole Baron (Takeda), Weston Morris (Unisys Corporation), Kym Bowen (T-Mobile)
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)
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)
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)
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track: Driving Strategic Decision-Making
Session Type: Session
Session 201: Transformation Consternation
Speaker: Roy Atkinson (Clifton Butterfield, LLC)
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track: Driving Strategic Decision-Making, Modernizing Service Management
Session Type: Session
Session 202: The Perfect Recipe: ITIL with Agile to Propel Modern ITSM Capability
Speaker: Robert Woods (Scrum Inc)
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: From Here to There: Moving Forward by Changing Leadership Lenses
Speaker: Steve Fullerton (Clemson University)
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)
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)
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 406: Experience + Service Management: A Winning Combination
Speaker: 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
Location: Kingston Hall
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Event Experience
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
Session 301: See the Whole, Not a Hole
Speaker: David Moskowitz (DVMS Institute 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 302: Putting the Pieces Together: Better Service Delivery Through Practice Addition
Speaker: Valence Howden (Infotech Research Group)
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 (ITSM)
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)
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)
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)
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track: Driving Strategic Decision-Making, Optimizing Culture and Leadership
Session Type: Session
Networking Reception in the Expo Hall
Location: Grand Caribbean Ballroom
Pass Type: Expo Hall Only Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Event Experience
Light Up the Night Conference Party!
Location: Cayman Court
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Event Experience
Location: Kingston Hall
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Event Experience
Location: Pre-Function North
Pass Type: Expo Hall Only Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Registration
Speaker: Sara Frasca (POINT Northeast)
Location: Grand Caribbean Ballroom
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Keynote
Session 401: Building a Strong Case for Change: Insights from IT Leaders
Speakers: Michael Hanson (PSCU), Angee Phong , Lorraine Williams (Manatee County Sheriff), Josh Nelson (Power Design, Inc.), Nicholas Pollock
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.)
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)
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.)
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 (EY)
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 501: In Harmony: Blending Enterprise IT Service Management with IT Portfolio Work Planning
Speaker: Donna Gregorio (The MITRE Corporation)
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.)
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track: Connecting the Dots: Frameworks and Methodologies, Optimizing Culture and Leadership
Session Type: Session
Speakers: Valence Howden (Infotech Research Group), Greg Sanker (ITSMTransition), Phyllis Drucker (EZ2BGR8), Tim McElgunn (ICMI), Doug Tedder (Tedder Consulting LLC)
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)
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)
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track: Modernizing Service Management, Connecting the Dots: Frameworks and Methodologies
Session Type: Session
Speaker: Duffy Miller (Wesco International)
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track: Driving Strategic Decision-Making, Connecting the Dots: Frameworks and Methodologies
Session Type: Session
Location: Kingston Hall
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Event Experience
Location: Grand Caribbean Ballroom
Pass Type: Expo Hall Only Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Event Experience
Location: 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
Session 601: Co-Managed IT: Partnering with a Managed Service Provider
Speaker: Stephen Buyze (Advanced Global MSP Coaching)
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)
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)
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)
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 (SDI Presence)
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 203: Optimizing Your It Operating Model in a Multi-Sourced Environment
Speaker: David Clifford (West Monroe)
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