Conference Schedule

7:00 am – 8:00 am

Registration and Information

7:00 am – 8:00 am

Pre-Conference Workshop Breakfast

8:30 am – 5:00 pm

3-Day Pre-Conference Workshops (Separate registration required)

Pre-1: Support Center Director

Pre-2: KCS Principles

7:00 am – 8:00 am

Registration and Information

7:00 am – 8:00 am

Pre-Conference Workshop Breakfast

8:30 am – 5:00 pm

3-Day Pre-Conference Workshops (Separate registration required) (Continued)

Pre-1: Support Center Director

Pre-2: KCS Principles

8:30 am – 5:00 pm

2-Day Pre-Conference Workshops (Separate registration required)

Pre-3: HDI Problem Management Professional

Pre-4: Succeeding With Metrics! Leveraging Kpis For Continuous Service Improvement

Pre-5: VeriSM Certification

Pre-6: DevOps Foundation Certification Course

7:00 am – 6:00 pm

Registration and Information

7:00 am – 9:00 am

Pre-Conference Workshop Breakfast

8:30 am – 3:45 pm

3-Day Pre-Conference Workshops (Separate registration required) (Continued)

Pre-1: Support Center Director

Pre-2: KCS Principles

8:30 am – 3:45 pm

2-Day Pre-Conference Workshops (Separate registration required) (Continued)

Pre-3: HDI Problem Management Professional

Pre-4: Succeeding With Metrics! Leveraging Kpis For Continuous Service Improvement

Pre-5: VeriSM Certification

Pre-6: DevOps Foundation Certification Course

9:00 am – 3:45 pm

Day 1 Workshops (3-day Pass required)

Pre-7: At Your Service! Defining Customer-Focused IT Services

Pre-8: Changing Change Management: An Agile, Experiential (R)Evolution

Pre-9: Implementing Knowledge-Centered Service

Pre-10: Enterprise Service Management: The Vital Third Part of Digital Transformation

1:00 pm – 3:30 pm

HDI Leadership Forum Sneak Peek

5:00 pm – 7:30 pm

Expo Hall Open

5:00 pm – 7:30 pm

Welcome Reception in the Expo Hall

8:00 am – 6:00 pm

Registration and Information

7:30 am – 8:30 am

Breakfast

10:00 am – 11:00 am

Session Block 1

Session 101: The Hive:World-Class Service Management…Without Any

Session 102: Accelerating Service Management

Session 103: An Epic Adventure of Global Service Management Platform Consolidation: The Tale of Tronox

Session 104: Stranger in a Strange Land: The World Beyond ITIL

Session 106: Zero Strategy: Disruption Through Reduction

11:15 am – 12:15 pm

Session Block 2

Session 201: Enterprise Service Management: The State Of The Industry

Session 202: How Financial Management Made IT Valuable Again: Dollars and Sense at the University of Texas at Dallas

Session 203: Up Your AI Game: ITSM and Complex Adaptive Systems

Session 204: Using Data, Knowledge, and Analytics to Make Better Business Decisions: The First American Corp. Experience

Session 205: DevOps as a Super-Framework: Bridging ITSM, Agile, Continuous Delivery, and Beyond

Session 206: All Aboard the Service Management Bus: The Education of Gwinnett County Public Schools

12:15 pm – 3:15 pm

Expo Hall Open

12:15 pm – 2:15 pm

Lunch

3:15 pm – 4:16 pm

Session Block 3

Session 301: Making Sense of the Latest Approaches and Methodologies

Session 303: Omnichannel Support: Service Delivery Everywhere

Session 304: It's Not Rocket Surgery: Top CX Tips from a UX Pro

Session 305: Building a Center of Excellence: The Emory Healthcare Success Journey!

Session 306: From Project to Product: The Next IT Transformation

4:30 pm – 5:30 pm

Session Block 4

Session 401: The Internal IT Startup - A Guide to Building/Rebuilding IT Services

Session 402: The Power of Active Listening

Session 403: Digital Transformation Means Losing Control: Can You Handle It?

Session 405: Digital Leadership for Humans

5:30 pm – 7:00 pm

Networking Reception

7:00 am – 5:00 pm

Registration and Information

7:30 am – 8:30 am

Breakfast

8:30 am – 9:45 am

10:00 am – 12:00 pm

Session Block 5

Session 501: Connecting All Your Dots: Creating Your Service Management Operating Model

Session 502: SM + Design Thinking = Solved Business Problems – A Forrester Workshop

Session 504: The Digital Skills Landscape in 2018

Session 505: Bringing the Digital Experience to the Service Portal

12:00 pm – 2:30 pm

Lunch

12:00 pm – 2:30 pm

Expo Hall Open

10:00 am – 3:45 pm

Session Block 6

Session 602: Questionable Value: The Penn State OAR V-A-L-U-E Transformation

Session 603: Reinvigorating CX Through AI

Session 605: Service Management, Disrupted: From ITSM to ESM

Session 606: Move Your Customer Experiences in the Right Direction by Shifting Left

4:00 pm – 5:00 pm