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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.

Nov 11 Saturday | 7:30 am

Networking Breakfast

Location: Cayman Court

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

Nov 11 Saturday | 8:30 am

Pre-1: HDI Support Center Director

Speaker: Randy Celaya  (The Coaching Bridge)

Location: St. Croix 1

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)

Location: St. Croix 2

Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass

Session Type: Training

Pre-3: KCS Principles

Speaker: Darrell Bond  (RADAR Solutions Group)

Location: St. Croix 3

Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass

Session Type: Training

Nov 11 Saturday | 12:00 pm

Networking Lunch

Location: Cayman Court

Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass

Session Type: Event Experience

Nov 12 Sunday | 7:30 am

Networking Breakfast

Location: Cayman Court

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

Nov 12 Sunday | 8:30 am

Pre-1: HDI Support Center Director

Speaker: Randy Celaya  (The Coaching Bridge)

Location: St. Croix 1

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)

Location: St. Croix 2

Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass

Session Type: Training

Pre-3: KCS Principles

Speaker: Darrell Bond  (RADAR Solutions Group)

Location: St. Croix 3

Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass

Session Type: Training

Pre-5: XLA Practitioner

Speaker: Rae Ann Bruno  (Business Solutions Training, INc.)

Location: Turks 6

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)

Location: Grand Caribbean 4

Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass

Session Type: Training

Nov 12 Sunday | 12:00 pm

Networking Lunch

Location: Cayman Court

Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass

Session Type: Event Experience

Nov 13 Monday | 7:30 am

Networking Breakfast

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 (Standard 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

Nov 13 Monday | 8:30 am

Pre-1: HDI Support Center Director

Speaker: Randy Celaya  (The Coaching Bridge)

Location: St. Croix 1

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)

Location: St. Croix 2

Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass

Session Type: Training

Pre-3: KCS Principles

Speaker: Darrell Bond  (RADAR Solutions Group)

Location: St. Croix 3

Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass

Session Type: Training

Pre-5: XLA Practitioner

Speaker: Rae Ann Bruno  (Business Solutions Training, INc.)

Location: Turks 6

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)

Location: Grand Caribbean 4

Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass

Session Type: Training

Pre-7: Experience Essentials

Speaker: Deborah Monroe  (Ignite Achievements Int'l)

Location: Grand Caribbean 10

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)

Location: Grand Caribbean 11

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)

Location: Grand Caribbean 12

Pass Type: Premium Conference Pass

Track: Modernizing Service Management, Driving Strategic Decision-Making

Session Type: Workshop

Nov 13 Monday | 12:00 pm

Networking Lunch

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

Nov 13 Monday | 4:00 pm

Keynote: Everest-Level Resilience: Overcoming Adversity and Reaching High Goals

Speaker: Jim Davidson

Location: Grand Caribbean Ballroom 7

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

Nov 13 Monday | 5:00 pm

Book Signing Featuring Jim Davidson

Speaker: Jim Davidson

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: 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

Nov 13 Monday | 5:20 pm

Revolutionizing Services with Gen-AI: Paving Way for Exceptional Employee Experience

Speaker: Ken Gonzalez  (FreshWorks)

Location: Solution Spotlight Stage, Expo Hall

Pass Type: Expo Hall Only Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Session Type: Solution Spotlight

Nov 13 Monday | 5:50 pm

The Unbeatable Power of Service Operations (ITSM + ITOM)

Speaker: Bruce Randall  (ServiceNow)

Location: Solution Spotlight Stage, Expo Hall

Pass Type: Expo Hall Only Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Session Type: Solution Spotlight

Nov 14 Tuesday | 7:30 am

Networking Breakfast

Location: Kingston Hall

Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Session Type: Event Experience

Registration and Information

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

Nov 14 Tuesday | 8:30 am

Keynote: Innovation & Convergence in the 21st Century

Speaker: Kian Gohar

Location: Grand Caribbean Ballroom 7

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

Keynote: Navigating the ITSM Landscape: Finding the Right Fit for Your Organization

Speaker: Michael Fuson  (Excalibur Data Systems Inc)

Location: Grand Caribbean Ballroom 7

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

Nov 14 Tuesday | 10:00 am

Book Signing Featuring Kian Gohar

Speaker: Kian Gohar

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: Event Experience

Nov 14 Tuesday | 10:15 am

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)

Location: Grand Caribbean 12

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)

Location: Grand Caribbean 8

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), Weston Morris  (Unisys Corporation), Kym Bowen  (T-Mobile), Joe Fugere  (University of Alaska Anchorage)

Location: Grand Caribbean 4

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)

Location: Grand Caribbean 11

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)

Location: Turks 6

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)

Location: Grand Caribbean 10

Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track: Driving Strategic Decision-Making

Session Type: Session

Nov 14 Tuesday | 11:30 am

Session 201: Transformation Consternation

Speaker: Roy Atkinson  (Clifton Butterfield, LLC)

Location: Grand Caribbean 12

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 203: Are You Looking For Perspiration or Inspiration in Your IT Operating Model?

Speaker: David Clifford  (West Monroe)

Location: Grand Caribbean 4

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 204: From Here to There: Moving Forward by Changing Leadership Lenses

Speaker: Steve Fullerton  (Clemson University)

Location: Grand Caribbean 11

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)

Location: Grand Caribbean 10

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)

Location: Turks 6

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

Nov 14 Tuesday | 12:30 pm

Networking Lunch

Location: Kingston Hall

Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Session Type: Event Experience

Nov 14 Tuesday | 12:45 pm

Transforming Employee Experience with Generative AI

Speaker: David Flesh  (Freshworks)

Location: St. Croix 2

Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Session Type: Lunch & Learn

Nov 14 Tuesday | 1:00 pm

Explore 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

Nov 14 Tuesday | 2:10 pm

Secure by Default: Evolving Security Expectations

Speaker: Jason Kikta  (AutoMox)

Location: Solution Spotlight Stage, Expo Hall

Pass Type: Expo Hall Only Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Session Type: Solution Spotlight

Nov 14 Tuesday | 2:40 pm

Leveraging Cultural Intelligence in Phishing Attempts

Speaker: Arianna Theofan  (TopDesk)

Location: Solution Spotlight Stage, Expo Hall

Pass Type: Expo Hall Only Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Session Type: Solution Spotlight

Nov 14 Tuesday | 3:10 pm

Uncovering the Total Impact of your Support Tools

Speaker: Chris Savio  (GoTo)

Location: Solution Spotlight Stage, Expo Hall

Pass Type: Expo Hall Only Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Session Type: Solution Spotlight

Nov 14 Tuesday | 3:45 pm

Session 301: See the Whole, Not a Hole

Speakers: David Moskowitz  (DVMS Institute LLC), David Nichols  (DVMS Institute)

Location: Grand Caribbean 8

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)

Location: Grand Caribbean 12

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  (MathWorks)

Location: Grand Caribbean 4

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)

Location: Grand Caribbean 11

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)

Location: Grand Caribbean 10

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)

Location: Turks 6

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

Nov 14 Tuesday | 4:45 pm

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

Nov 14 Tuesday | 7:00 pm

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

Nov 15 Wednesday | 7:30 am

Networking Breakfast

Location: Kingston Hall

Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Session Type: Event Experience

Registration and Information

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

Nov 15 Wednesday | 8:30 am

Keynote: The Journey of Innovation: 5 Tracks for Your Playlist to Drive Growth, Creativity, and Transformation

Speaker: Sara Frasca  (POINT Northeast)

Location: Grand Caribbean Ballroom 7

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

Nov 15 Wednesday | 10:15 am

Session 401: Building a Strong Case for Change: Insights from IT Leaders

Speakers: Michael Hanson  (PSCU), Lorraine Williams  (Manatee County Sheriff), Josh Nelson  (Power Design, Inc.), Nicholas Pollock  (Tampa International Airport)

Location: Grand Caribbean 8

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.)

Location: Grand Caribbean 4

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)

Location: Grand Caribbean 12

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.)

Location: Grand Caribbean 11

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  (ExperienceCollab)

Location: Turks 6

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 406: Experience + Service Management: A Winning Combination

Speaker: Matt Beran  (InvGate)

Location: Grand Caribbean 10

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

Nov 15 Wednesday | 11:00 am

[VIRTUAL] Keynote: Everest-Level Resilience: Overcoming Adversity and Reaching High Goals

Speaker: Jim Davidson

Location: On-Demand

Pass Type: Digital Standard Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Session Type: Virtual Session

Nov 15 Wednesday | 11:30 am

Session 501: In Harmony: Blending Enterprise IT Service Management with IT Portfolio Work Planning

Speaker: Donna Gregorio  (The MITRE Corporation)

Location: Grand Caribbean 8

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.)

Location: Grand Caribbean 12

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 503: Improving Service Management in the Digital Age: Gaining the Leadership Commitment Required for Success

Speakers: Valence Howden  (Infotech Research Group), Greg Sanker  (ITSMTransition), Phyllis Drucker  (EZ2BGR8), Doug Tedder  (Tedder Consulting LLC)

Location: Grand Caribbean 4

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)

Location: Grand Caribbean 10

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)

Location: Grand Caribbean 11

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 506: The Importance of Insight: Mapping and Collecting Feedback from Along the Customer Journey

Speaker: Duffy Miller  (Wesco International)

Location: Turks 6

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

Nov 15 Wednesday | 12:00 pm

[VIRTUAL] Brain Break

Location: On-Demand

Pass Type: Digital Standard Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Session Type: Virtual Session

Nov 15 Wednesday | 12:15 pm

[VIRTUAL] 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)

Location: On-Demand

Pass Type: Digital Standard Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track: Modernizing Service Management

Session Type: Virtual Session

[VIRTUAL] Session 106: Magical Thinking and Other Service Management Project Killers

Speaker: Glen Hoffmann  (Computer Design & Integration)

Location: On-Demand

Pass Type: Digital Standard Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track: Driving Strategic Decision-Making

Session Type: Virtual Session

Nov 15 Wednesday | 12:30 pm

Networking Lunch

Location: Kingston Hall

Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Session Type: Event Experience

Nov 15 Wednesday | 12:45 pm

Lunch & Learn: High Velocity ITSM: Practices and Solutions for High-Performing Teams

Speaker: Vish Ankolekar  (Atlassian)

Location: St. Croix 2

Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Session Type: Lunch & Learn

Nov 15 Wednesday | 1:00 pm

Explore 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

Nov 15 Wednesday | 1:15 pm

[VIRTUAL] Brain Break

Location: On-Demand

Pass Type: Digital Standard Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Session Type: Virtual Session

Nov 15 Wednesday | 1:30 pm

[VIRTUAL] Session 201: Transformation Consternation

Speaker: Roy Atkinson  (Clifton Butterfield, LLC)

Location: On-Demand

Pass Type: Digital Standard Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track: Driving Strategic Decision-Making, Modernizing Service Management

Session Type: Virtual Session

[VIRTUAL] Session 205: Modernizing the Service Portal: Let the Humans Be Heard!

Speaker: Phyllis Drucker  (EZ2BGR8)

Location: On-Demand

Pass Type: Digital Standard Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track: Modernizing Service Management

Session Type: Virtual Session

Nov 15 Wednesday | 2:10 pm

Reimagining Employee Onboarding with Single-Touch Workflow Automation in ServiceDesk Plus

Speaker: Kumaravel Ramakrishnan  (ManageEngine)

Location: Solution Spotlight Stage, Expo Hall

Pass Type: Expo Hall Only Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Session Type: Solution Spotlight

Nov 15 Wednesday | 2:30 pm

[VIRTUAL] Brain Break

Location: On-Demand

Pass Type: Digital Standard Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Session Type: Virtual Session

Nov 15 Wednesday | 2:40 pm

Embracing Agile ITSM with Jira Service Management

Speaker: Vish Ankolekar  (Atlassian)

Location: Solution Spotlight Stage, Expo Hall

Pass Type: Expo Hall Only Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Session Type: Solution Spotlight

Nov 15 Wednesday | 2:45 pm

[VIRTUAL] Session 302: Putting the Pieces Together: Better Service Delivery Through Practice Addition

Speaker: Valence Howden  (Infotech Research Group)

Location: On-Demand

Pass Type: Digital Standard Pass, 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: Virtual Session

[VIRTUAL] Session 305: Are SLAs Dead?: Understanding How XLAs Can Help Your Business

Speaker: Neal Keating  (Experience Collab)

Location: On-Demand

Pass Type: Digital Standard Pass, 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: Virtual Session

Nov 15 Wednesday | 3:30 pm

Passport to Prizes Giveaway

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

Nov 15 Wednesday | 3:45 pm

[VIRTUAL] Brain Break

Location: On-Demand

Pass Type: Digital Standard Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Session Type: Virtual Session

Nov 15 Wednesday | 4:00 pm

Session 601: Co-Managed IT: Partnering with a Managed Service Provider

Speaker: Stephen Buyze  (Advanced Global MSP Coaching)

Location: Grand Caribbean 8

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)

Location: Grand Caribbean 12

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)

Location: Grand Caribbean 11

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)

Location: Grand Caribbean 10

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  (CDW)

Location: Turks 6

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

[VIRTUAL] Keynote: Innovation & Convergence in the 21st Century

Speaker: Kian Gohar

Location: On-Demand

Pass Type: Digital Standard Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Session Type: Virtual Session

Nov 16 Thursday | 11:00 am

[VIRTUAL] Keynote: The Journey of Innovation: 5 Tracks for Your Playlist to Drive Growth, Creativity, and Transformation

Speaker: Sara Frasca  (POINT Northeast)

Location: On-Demand

Pass Type: Digital Standard Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Session Type: Virtual Session

Nov 16 Thursday | 12:00 pm

[VIRTUAL] Brain Break

Location: On-Demand

Pass Type: Digital Standard Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Session Type: Virtual Session

Nov 16 Thursday | 12:15 pm

[VIRTUAL] Session 403: Continual Improvement and True Crime

Speaker: Vicki Rogers  (Georgia Institute of Technology)

Location: On-Demand

Pass Type: Digital Standard Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track: Modernizing Service Management, Optimizing Culture and Leadership

Session Type: Virtual Session

[VIRTUAL] Session 406: Experience + Service Management: A Winning Combination

Speaker: Matt Beran  (InvGate)

Location: On-Demand

Pass Type: Digital Standard Pass, 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: Virtual Session

Nov 16 Thursday | 1:15 pm

[VIRTUAL] Brain Break

Location: On-Demand

Pass Type: Digital Standard Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Session Type: Virtual Session

Nov 16 Thursday | 1:30 pm

[VIRTUAL] Session 502: Organizational Change Management: Thriving through Transformation

Speakers: Jessica Szalla  (Giant Eagle), Caitlin Price  (Giant Eagle, Inc.)

Location: On-Demand

Pass Type: Digital Standard Pass, 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: Virtual Session

[VIRTUAL] 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, INc.)

Location: On-Demand

Pass Type: Digital Standard Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track: Optimizing Culture and Leadership

Session Type: Virtual Session

Nov 16 Thursday | 2:30 pm

[VIRTUAL] Brain Break

Location: On-Demand

Pass Type: Digital Standard Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Session Type: Virtual Session

Nov 16 Thursday | 2:45 pm

[VIRTUAL] Session 603: Radically Change the Way You Work with Service Management

Speaker: Sandi Conrad  (Info-Tech Research Group)

Location: On-Demand

Pass Type: Digital Standard Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track: Modernizing Service Management

Session Type: Virtual Session

[VIRTUAL] Session 605: The Practical WHO-HOW-WHAT Approach to Organizational Change Management

Speaker: Thorsten Manthey  (TCS)

Location: On-Demand

Pass Type: Digital Standard Pass, Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track: Optimizing Culture and Leadership

Session Type: Virtual Session