Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass
Session Type: Event Experience
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
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
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
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
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-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
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, Premium Conference Pass
Session Type: Event Experience
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
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-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
Speaker: Deborah Monroe (Ignite Achievements Int'l)
Pass Type: Premium Conference Pass
Session Type: Workshop
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, 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
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Event Experience
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
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
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 Business 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
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
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: Expo Hall
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
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
Pass Type: 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
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
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
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
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: Expo Hall
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)
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