7:00 am – 8:00 am

Registration and Information

7:00 am – 8:00 am

Pre-Conference Training 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 Training 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

Pre-11: Service Management Optimization

7:00 am – 6:00 pm

Registration and Information

7:00 am – 9:00 am

Pre-Conference Workshop Breakfast

7:00 am – 3:45 pm

Golf Outing (3-day Pass)

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

Pre-11: Service Management Optimization

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

5:00 pm – 7:30 pm

Expo Hall Open

5:00 pm – 7:30 pm

Welcome Reception in the Expo Hall

7:00 am – 6:00 pm

Registration and Information

7:30 am – 8:30 am

Breakfast

8:30 am – 9:45 am

General Session | Keynote Speaker

The Value of Modernizing Service Management

10:00 am – 11:00 am

Session Block 1

Session 101: The Hive:World-Class Service Management…Without Any (Case Study)

Session 102: Accelerating Service Management

Session 103: An Epic Adventure of Global ServiceManagement Platform Consolidation: The Tale of Tronox (Case Study)

Session 104: Stranger in a Strange Land: The World Beyond ITIL (Case Study)

Session 106: Zero Strategy: Disruption Through Reduction

Session 107: From Service to Product Management on theAgile/DevOps Freeway (Case Study)

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 ValuableAgain: Dollars and Sense at the University of Texas at Dallas (Case Study)

Session 203: Up Your ITSM Game: Organizational Strategy and Complex Adaptive Systems

Session 204: Using Data, Knowledge, and Analytics to MakeBetter Business Decisions: The First American Corp.Experience (Case Study)

Session 205: Couples Therapy for DevOps and ITIL

Session 206: All Aboard the Service Management Bus: TheEducation of Gwinnett County Public Schools (Case Study)

Session 207: How Target Reimagined Service Management (Case Study)

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 302: Making Quality Metrics Actionable for Bottom-Line Impact

Session 303: Omnichannel Support: Service DeliveryEverywhere (Case Study)

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

Session 305: Building a Center of Excellence: The EmoryHealthcare Success Journey! (Case Study)

Session 306: From Project to Product: The Next ITTransformation (Case Study)

Session 307: Championing the Collaborative Spirit at Target (Case Study)

4:30 pm – 5:30 pm

Session Block 4

Session 401: The Internal IT Startup - A Guide to Building/Rebuilding IT Services (Case Study)

Session 402: The Power of Interactive Listening in Business Success

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

Session 404: Creating a One-Stop-Shop for Service andSupport at Chick-fil-A (Case Study)

Session 405: Digital Leadership for Humans

Session 406: Adding Value Across the Enterprise: ShipshapeService Management at Newport News Shipbuilding (Case Study)

Session 407: The Target Journey: Lessons Learned for Your World (Case Study)

5:30 pm – 7:30 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 503: Objects in the Mirror May Be Closer Than They Appear: A Road Trip on the AI Highway

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

2:45 pm – 3:45 pm

Session Block 6

Session 601: Understanding and Influencing People for Organizational Change Management

Session 602: Of Questionable Value: The Penn State OAR V*A*L*U*E Transformation (Case Study)

Session 603: Reinvigorating CX Through AI

Session 604: Implementing GDPR at Scale: Best Practicesand Lessons Learned from Microsoft's Journey (Case Study)

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

Session 606: Stop Being Unproductive: Embrace the Support Revolution

4:00 pm – 5:00 pm