7:00 am – 9:00 am

Registration and Information

7:00 am – 8:30 am

Pre-Conference Training Breakfast

8:30 am – 5:00 pm

3-Day Pre-Conference Workshops

Pre-1: Three-day Training: Support Center Director

Pre-2: Three-day Training: KCS Principles

Pre-3: Three-day Training: ITIL4 Foundation

7:00 am – 9:00 am

Registration and Information

7:00 am – 8:30 am

Pre-Conference Training Breakfast

8:30 am – 5:00 pm

3-Day Pre-Conference Workshops

Pre-1: Three-day Training: Support Center Director

Pre-2: Three-day Training: KCS Principles

Pre-3: Three-day Training: ITIL4 Foundation

Pre-5: Two-day Training: Problem Management Professional

Pre-6: Two-day Training: Service Management Optimization

Pre-7: Two-day Training: Customer Experience Accelerator Bootcamp

7:00 am – 5:00 pm

Registration and Information

7:30 am – 9:00 am

Pre-Conference Breakfast

8:00 am – 3:00 pm

Golf Outing

8:30 am – 5:00 pm

3-Day Pre-Conference Workshops

Pre-1: Three-day Training: Support Center Director

Pre-2: Three-day Training: KCS Principles

Pre-3: Three-day Training: ITIL4 Foundation

Pre-4: Two-day Training: Incident Management

Pre-5: Two-day Training: Problem Management Professional

Pre-6: Two-day Training: Service Management Optimization

Pre-7: Two-day Training: Customer Experience Accelerator Bootcamp

9:00 am – 3:45 pm

1-Day Pre-Conference Workshops

Pre-8: One-day Workshop: MarsLander®: Making Your ITSM More Agile and Lean

Pre-9: One-day Workshop: At Your Service! Defining Customer-Focused IT Services

Pre-10: One-day Workshop: Digital Skills Management: Skills Framework for the Information Age (SFIA)

Pre-11: One-day Workshop: The Essense of eXperience: Making eXperience Level Agreements (XLAs) Work

Pre-12: One-day Workshop: SM + Design Thinking = Solved Business Problems – A Forrester Workshop

4:00 pm – 5:00 pm

General Session | Keynote Speaker

Opening General Session: Future Forces: How Digital Transformation Is Shaping the New World of Work

5:00 pm – 6:30 pm

Welcome Reception in the Expo Hall

7:00 am – 6:00 pm

Registration and Information

7:30 am – 8:30 am

Birds of a Feather Breakfast

8:30 am – 9:45 am

General Session | Keynote Speaker

General Session: Establishing a Trusted Partnership between IT and the Business

10:00 am – 11:00 am

Session Block 1

Session 101: How ITIL, DevOps, and Lean Drive Today's Digital and Agile Organizations

Session 102: Fishing for GREAT Service Delivery? Hook VeriSM's Management Mesh!

Session 103: Enterprise Service Management : Understanding and Delivering Customer Value

Session 104: Teaching an Old Bee New Tricks: Adopting Change Management

Session 105: What's Your Value Proposition?: An ROI Workshop

Session 106: Our Digital Service Management Journey

Session 107: Operationalizing A Business-Focused Service Strategy

11:15 am – 12:15 pm

Session Block 2

Session 201: IT4IT Is IT4CIOs

Session 202: Taming the CMDB Beast

Session 203: The Konmari Approach to Improving Service Delivery

Session 204: Asset, Governance, and Security Walk into a Bar: Defining and Refining an Asset Management Strategy

Session 205: A New Service Management Partnership: Humanity and AI

Session 206: Creating an Intuitive User Support Experience

Session 207: Using Data, Knowledge, and Analytics to Make Better Business Decisions: The First American Corp. Experience

12:15 pm – 2:15 pm

Lunch

12:15 pm – 2:15 pm

Expo Hall Open

2:15 pm – 3:15 pm

Session Block 3

Session 301: Standards-Based, Process-Driven Service Improvement

Session 302: Real-Life and Applied Enterprise Service Management

Session 303: The Recipe for Implementing a Great Change Management Process

Session 304: Living in the Disruption Economy: Our Customers Are Screaming for Change and We're Still Not Listening

Session 305: Strategy: Plain and Simple

Session 306: The Common Denominator Is The Differentiator: Lead Your Culture

Session 307: The Importance of the Daily Operational Regimen on Performance

3:30 pm – 4:30 pm

Session Block 4

Session 401: ITIL4: What's the Fuss All About?

Session 402: The Power of Operating Models Across the Enterprise

Session 403:Service Management Journey at IKO Industries: Lessons from the First Year

Session 404: Leggo My Lego!: An Exciting Way to Learn and Apply Lean Management

Session 405: Don't Sabotage Your ITSM Automation Project!

Session 406: The Culture Imperative: Discover the Cost of Getting It Wrong and Learn How You Can Get It Right

Session 407: If it Weren't for These Freaking People: A Deep Dive into the Pool of Relationships

4:30 pm – 6:00 pm

Flow Chart Booth Crawl

6:00 pm – 7:30 pm

Networking Reception

7:00 am – 5:00 pm

Registration and Information

7:30 am – 8:30 am

Breakfast

7:30 am – 8:15 am

Breakfast Briefing 1: Knowledge-Centered Success!: An Interactive KCS Implementation Guide

Breakfast Briefing 2: ITSM: You're Doing It Wrong!

Breakfast Briefing 3: AI and Automation Are Changing the ITSM Game

Breakfast Briefing 4: The Data-Driven Design Thinking Process

Breakfast Briefing 5: Emergency, 911!: Dealing with Emergency Changes

8:30 am – 9:45 am

General Session | Keynote Speaker

General Session/Awards: Supercreativity™: Augmenting Human Creativity in the Age of Artificial Intelligence

10:45 am – 12:45 pm

12:45 pm – 2:00 pm

Lunch

2:00 pm – 3:00 pm

Session Block 5

Session 501: Using SIAM When Adoping DevOps Practices

Session 502: How to Make (Digital) Service Departments Embrace Shift-Left

Session 503: Don't Just Report on Your Data—Act on It!

Session 504: XLAs: The Vital Anchor of Service Management

Session 505: System Thinking: The Keystone to CMDB Success

Session 506: The Missing Drip: Identifying Skill Gaps with Paint

Session 507: Big Data or Big Brother? Optimize Service with Predictive Analytics

3:15 pm – 4:15 pm

Session Block 6

Session 601: Anatomy of a Value Stream

Session 602: Practical and Political Challenges to Enterprise Service Management

Session 603: Innovated Hospital IT Service Management - Reactive to Proactive

Session 604: Measure Twice, Cut Once, Make it Fit?: Measurement and Metrics Lessons Learned

Session 605: The V*A*L*U*E Formula: 5 Elements to Maximize Value

Session 606: Knowledge Is the Key to Implementing a Successful Bot Strategy

Session 607: ITSM: A Cultural Conversion to Process

4:00 pm – 5:00 pm

General Session | Keynote Speaker

Closing General Session: Leadership: The Power of Profitable Conversations