HDI 2018 Schedule Builder

View, browse and filter the list of sessions by pass type, track,customer volume and experience level. With this Scheduler Builder, you can plan your schedule in advance and access it before and during the show via export or with the HDI 2018 conference app, once live. Using this tool is for your convenience and does not commit you to the selected sessions.

Sunday | 7:00 am

Pre-Conference Workshop Breakfast

Pass Type: Conference Workshop

Track: General Events

Registration and Information

Pass Type: Conference Workshop, Conference and Expo Package, Executive Connections

Track: General Events

Sunday | 8:00 am

Pre 1: HDI Support Center Director

John Custy (JPC Group)

Pass Type: Conference Workshop

Track: Three Day Workshop

Pre 2: HDI Support Center Manager

Virginia Scuderi (Competitive Advantage)

Pass Type: Conference Workshop

Track: Three Day Workshop

Pre 3: KCS Principles

Julie Mohr

Pass Type: Conference Workshop

Track: Three Day Workshop

Pre 4: HDI Desktop Support Manager

Rae Ann Bruno (Business Solutions Training, Inc)

Pass Type: Conference Workshop

Track: Three Day Workshop

Sunday | 9:00 am

Forum Pre-Con: Desktop Support Forum

Track: Two Day Workshop

Forum Pre-Con: Executive Forum

Track: Two Day Workshop

Forum Pre-Con: Healthcare Providers Forum

Track: Two Day Workshop

Forum Pre-Con: Higher Education Forum

Track: Two Day Workshop

Forum Pre-Con: Retail Forum

Track: Two Day Workshop

Forum Pre-Con: Support Center Leadership

Track: Two Day Workshop

Forum Pre-Con: Women in IT Leadership Forum

Track: Two Day Workshop

Monday | 7:00 am

Pre-Conference Workshop Breakfast

Pass Type: Conference Workshop

Track: General Events

Registration and Information

Track: General Events

Monday | 8:00 am

Pre 5: HDI Support Center Team Lead

Deborah Monroe (Ignite Achievements Int’l)

Pass Type: Conference Workshop

Track: Two Day Workshop

Pre 6: HDI Problem Management Professional

James Bolton (ProPoint Solutions)

Pass Type: Conference Workshop

Track: Two Day Workshop

Pre 7: Coaching Skills for Quality Support

Beth Haggett, LCSW, PhD (HDI)

Pass Type: Conference Workshop

Track: Two Day Workshop

Pre 8: Succeeding With Metrics! Leveraging Kpis For Continuous Service Improvement

Jeff Rumburg (MetricNet LLC)

Track: Two Day Workshop

Tuesday | 7:00 am

Pre-Conference Workshop Breakfast

Pass Type: Conference Workshop

Track: General Events

Registration and Information

Pass Type: Conference Workshop, Conference and Expo Package, Executive Connections

Track: General Events

Tuesday | 9:00 am

Pre 10: 360° Communication: Influence Up, Down, and All Around

Skip Weisman (Weisman Success Resources, Inc.)

Pass Type: Conference Workshop

Track: One Day Workshop

Pre 11: The Creative Storm: Igniting Creative Leadership in Your Organization

Nelson Cabral (CABRAL Creative Leadership International, Inc.)

Pass Type: Conference Workshop

Track: One Day Workshop

Pre 12: Creating a Service Catalog That Just Works

Andy Rivers (Beyond20)

Pass Type: Conference Workshop

Track: One Day Workshop

Pre 13: Reaching Your Next Summit: 9 Vertical Lessons to Lead with Impact

Manley Feinberg (Vertical Lessons)

Pass Type: Conference Workshop

Track: One Day Workshop

Pre 14: MasterMinds: Problem-Solving Through Peer Collaboration

Gregg Gregory (Teams Rock), Roy Atkinson (HDI)

Pass Type: Conference Workshop

Track: One Day Workshop

Pre 9: The Fundamentals of Troubleshooting: A Simulation in 4 Steps

Stefan Brahmer (Sim4People)

Pass Type: Conference Workshop

Track: One Day Workshop

Tuesday | 11:00 am

HDI Local Chapter Officers' Meeting

Pass Type: Conference Workshop, Conference and Expo Package, Executive Connections

Track: General Events

Tuesday | 1:00 pm

HDI Leadership Forum Sneak Peek

Pass Type: Conference Workshop, Conference and Expo Package, Executive Connections

Track: General Events

Tuesday | 4:00 pm

Opening General Session: The 10 N's of Networking: How to Optimize Your Networking Style to Create Lasting Opportunities (Kaplan Mobray)

Pass Type: Conference Workshop, Conference and Expo Package, Executive Connections

Track: Keynote

Tuesday | 5:00 pm

Welcome Reception in the Expo Hall

Pass Type: Conference Workshop, Conference and Expo Package, Executive Connections, Expo Only Pass

Track: General Events

Wednesday | 7:00 am

Registration and Information

Pass Type: Conference Workshop, Conference and Expo Package, Executive Connections, Expo Only Pass

Track: General Events

Wednesday | 7:30 am

Breakfast

Pass Type: Conference Workshop, Conference and Expo Package, Executive Connections

Track: General Events

Breakfast Briefing 1: Business Focused Support: Reducing Unplanned Work & Increasing Customer Value

Troy DuMoulin (Pink Elephant)

Pass Type: Conference and Expo Package, Executive Connections

Track: Breakfast Briefing

Breakfast Briefing 2:Case Study: Texas A&M University's Sprint Towards Continual Service Improvement

Matt Lacy (Texas A&M University), Jon Griffey (Texas A&M University)

Pass Type: Conference and Expo Package, Executive Connections

Track: Breakfast Briefing

Breakfast Briefing 3: Be the Boss You WANT to Work For!

William Ross (Johns Hopkins University)

Pass Type: Conference and Expo Package, Executive Connections

Track: Breakfast Briefing

Breakfast Briefing 4: What Great Sports Dynasties Can Teach Technical Support Leaders About Creating Championship Performance

Skip Weisman (Weisman Success Resources, Inc.)

Pass Type: Conference and Expo Package, Executive Connections

Track: Breakfast Briefing

Breakfast Briefing 5: Becoming a Tech Support Concierge

Adam Hohbein (Ameritas – GTS)

Pass Type: Conference and Expo Package, Executive Connections

Track: Breakfast Briefing

Breakfast Briefing 6: Go Local: Reap the Benefits of Your HDI Local Chapter

Jo Ann Ream (Chapter Advisor)

Pass Type: Conference and Expo Package, Executive Connections

Track: Breakfast Briefing

Breakfast Briefing 7: From Chaos to Clarity: The 4 Zones of Peak Performance

Manley Feinberg (Vertical Lessons)

Pass Type: Conference and Expo Package, Executive Connections

Track: Breakfast Briefing

Executive Connections Breakfast

Pass Type: Executive Connections

Track: General Events

Wednesday | 8:30 am

Keynote: Overcoming Challenges with Determination and Attitude (Herschel Walker); Featured Awards: HDI Hall of Fame, HDI Lifetime Achievement, HDI Local Chapter Officer of the Year

Pass Type: Conference Workshop, Conference and Expo Package, Executive Connections

Track: Keynote

Wednesday | 10:15 am

Session 101: Crowdsourcing: A Collaboration of Desktop Support Questions and Answers (Two Hour Session)

Rae Ann Bruno (Business Solutions Training, Inc)

Pass Type: Conference and Expo Package, Executive Connections

Track: Evolving Desktop Support

Experience Level: Intermediate

Organization Maturity: Evolving/Proactive

Session 102: Dashboards 101

Phyllis Drucker (Linium)

Pass Type: Conference and Expo Package, Executive Connections

Track: Putting Metrics To Work

Experience Level: Fundamental/Intermediate

Organization Maturity: Evolving/Proactive

Session 103: 3 Tips to Take Your Service Desk to the Next Level

Ryan Ogilvie (Inter Pipeline)

Pass Type: Conference and Expo Package, Executive Connections

Track: Service Desk Foundations

Experience Level: Fundamental/Intermediate

Organization Maturity: Evolving/Proactive, Immature/Reactive

Session 104: Flow, Feedback, and the Service Desk

Donna Knapp (The ITSM Academy)

Pass Type: Conference and Expo Package, Executive Connections

Track: Service Desk Masters

Experience Level: Intermediate

Session 105: 5 Ways Automation Will Help You—If You’re Prepared

Roy Atkinson (HDI)

Pass Type: Conference and Expo Package, Executive Connections

Track: Process Optimization and Automation

Experience Level: Intermediate

Organization Maturity: Evolving/Proactive

Session 106: Managing an Exceptional Multigenerational Team

Melissa Jackman (Duquesne University)

Pass Type: Conference and Expo Package, Executive Connections

Track: Team Performance and Transformation

Session 107: Service Leadership’s 9 Guiding Principles: Modeling Success

Lou Hunnebeck (DXC Fruition), Stuart Rance (Optimal Service Management Ltd.)

Pass Type: Conference and Expo Package, Executive Connections

Track: The Executive Stakeholder Perspective

Experience Level: All

Session 108: How to Think Like a Customer

Greg Sanker (Oregon Department of Administrative Services)

Pass Type: Conference and Expo Package, Executive Connections

Track: Reinventing The Customer Experience

Experience Level: Intermediate

Organization Maturity: Evolving/Proactive

Session 109: Quick Fixes for Analyst Performance Challenges

Jeff Toister (Toister Performance Solutions)

Pass Type: Conference and Expo Package, Executive Connections

Track: Service Desk Foundations

Experience Level: Fundamental/Intermediate

Organization Maturity: Mature/Business Focus, Evolving/Proactive

Session 110: The Service Desk’s Role in the Cyber Security Kill Chain

James Stanger (CompTIA)

Pass Type: Conference and Expo Package, Executive Connections

Track: Service Desk Masters

Experience Level: Intermediate/Advanced

Organization Maturity: Mature/Business Focus, Evolving/Proactive

Wednesday | 11:30 am

Session 201: Crowdsourcing: A Collaboration of Desktop Support Questions and Answers (Two Hour Session)

Rae Ann Bruno (Business Solutions Training, Inc)

Pass Type: Conference Workshop, Conference and Expo Package, Executive Connections

Track: Evolving Desktop Support

Experience Level: Intermediate

Organization Maturity: Evolving/Proactive

Session 202: Using Customer Service Data for Continuous Improvement

Gina Montague (Infinite Campus)

Pass Type: Conference and Expo Package, Executive Connections

Track: Putting Metrics To Work

Experience Level: Intermediate/Advanced

Organization Maturity: Mature/Business Focus, Evolving/Proactive

Session 203: Overcoming Volume Spikes with Analysis, Preparation, and Execution

Geoffrey Ruonavaara (Michigan State University)

Pass Type: Conference and Expo Package, Executive Connections

Track: Service Desk Foundations

Experience Level: Fundamental/Intermediate

Organization Maturity: Evolving/Proactive, Immature/Reactive

Session 204: Service & Support in the era of Digital Transformation

John Clark (Microsoft)

Pass Type: Conference and Expo Package, Executive Connections

Track: Service Desk Masters

Experience Level: Intermediate/Advanced

Organization Maturity: Mature/Business Focus, Evolving/Proactive

Session 205: ITSM Deep Dive: Classification, Prioritization, Escalation, and Alerting

Troy DuMoulin (Pink Elephant)

Pass Type: Conference and Expo Package, Executive Connections

Track: Process Optimization and Automation

Experience Level: Intermediate/Advanced

Organization Maturity: Mature/Business Focus, Evolving/Proactive

Session 206: 5 Steps to Effective, Engaging, and Authentic Leadership

Julie Mohr

Pass Type: Conference and Expo Package, Executive Connections

Track: Team Performance and Transformation

Experience Level: Intermediate

Organization Maturity: Evolving/Proactive, Immature/Reactive

Session 207: The Creative Storm: Blowing Away the Barriers to Team Performance in the Modern Support Organization

Nelson Cabral (CABRAL Creative Leadership International, Inc.)

Pass Type: Conference and Expo Package, Executive Connections

Track: The Executive Stakeholder Perspective

Experience Level: Intermediate/Advanced

Organization Maturity: Mature/Business Focus, Evolving/Proactive

Session 208: Rise of the Machines: How AI is Transforming IT and the Self-Service Experience

Ian Aitchison (Ivanti)

Pass Type: Conference and Expo Package, Executive Connections

Track: Reinventing The Customer Experience

Experience Level: All

Organization Maturity: Mature/Business Focus

Session 209: Metrics 101

Krista Ciccozzi (ExamWorks)

Pass Type: Conference and Expo Package, Executive Connections

Track: Putting Metrics To Work

Experience Level: All

Session 210: Surveying the Customer Experience

Pete McGarahan (First American Corp.)

Pass Type: Conference and Expo Package, Executive Connections

Track: Reinventing The Customer Experience

Experience Level: Fundamental/Intermediate

Organization Maturity: Evolving/Proactive

Wednesday | 12:30 pm

Executive Connections Lunch

Pass Type: Executive Connections

Track: General Events

Expo Hall Open

Pass Type: Conference Workshop, Conference and Expo Package, Executive Connections, Expo Only Pass

Track: General Events

Lunch

Pass Type: Conference Workshop, Conference and Expo Package, Executive Connections

Track: General Events

Wednesday | 12:45 pm

Solution Spotlight Sessions

Pass Type: Conference Workshop, Conference and Expo Package, Executive Connections, Expo Only Pass

Track: Solution Spotlight

Wednesday | 3:00 pm

Session 301: Beyond Desktop Support: A Journey from the Deskside to Comprehensive Service

Mike Hanson (Optum, Inc.)

Pass Type: Conference and Expo Package, Executive Connections

Track: Evolving Desktop Support

Experience Level: Intermediate

Organization Maturity: Evolving/Proactive

Session 302: How Southwest Airlines Used Metrics to Reach a Higher Plane (Case Study)

Jeff Rumburg (MetricNet LLC)

Pass Type: Conference and Expo Package, Executive Connections

Track: Putting Metrics To Work

Experience Level: Intermediate/Advanced

Organization Maturity: Mature/Business Focus, Evolving/Proactive

Session 303: Building the Service Desk Analyst Scorecard

Rae Ann Bruno (Business Solutions Training, Inc)

Pass Type: Conference and Expo Package, Executive Connections

Track: Service Desk Foundations

Experience Level: Fundamental

Organization Maturity: Evolving/Proactive, Immature/Reactive

Session 304: Ask the Workforce Management Wizard

Todd Gladden, CWPP (PlanMen Consultancy, LLC)

Pass Type: Conference and Expo Package, Executive Connections

Track: Service Desk Masters

Experience Level: Intermediate/Advanced

Organization Maturity: Mature/Business Focus, Evolving/Proactive

Session 305: Transformation, Transparency, and Accountability: A Case Study on Changing the Way We Deliver IT Services (Case Study)

Eddie Vidal (EJV Corp.), Ana Agostini (Memorial Healthcare System)

Pass Type: Conference and Expo Package, Executive Connections

Track: Process Optimization and Automation

Experience Level: Intermediate

Organization Maturity: Immature/Reactive

Session 306: 5 Behaviors of a Cohesive Team

Gregg Gregory (Teams Rock)

Pass Type: Conference and Expo Package, Executive Connections

Track: Team Performance and Transformation

Experience Level: Fundamental/Intermediate

Organization Maturity: Evolving/Proactive, Immature/Reactive

Session 307: The CIO Panel

Pete McGarahan (First American Corp.)

Pass Type: Conference and Expo Package, Executive Connections

Track: The Executive Stakeholder Perspective

Experience Level: Intermediate/Advanced

Organization Maturity: Mature/Business Focus, Evolving/Proactive

Session 308: Develop a Data-Driven Strategy to Mind-Blowing IT Support

Ben Brennan (Oath)

Pass Type: Conference and Expo Package, Executive Connections

Track: Reinventing The Customer Experience

Organization Maturity: Mature/Business Focus, Evolving/Proactive

Session 309: Seeing the Diamond in the Rough: Hiring and Coaching for Success

Melissa Jackman (Duquesne University)

Pass Type: Conference and Expo Package, Executive Connections

Track: Service Desk Foundations

Experience Level: Fundamental/Intermediate

Organization Maturity: Mature/Business Focus, Evolving/Proactive

Session 310: Bad Bots Panel

Jeff Toister (Toister Performance Solutions)

Pass Type: Conference and Expo Package, Executive Connections

Track: Reinventing The Customer Experience

Experience Level: Intermediate/Advanced

Organization Maturity: Evolving/Proactive

Wednesday | 4:15 pm

Keynote: Experience as the North Star: Don't Lose Your Way with Your Customers (Warren Tomlin); Featured Awards: HDI Team Excellence, CSAT Elite 50

Pass Type: Conference Workshop, Conference and Expo Package, Executive Connections

Track: Keynote

Wednesday | 5:30 pm

HDI 2018 Networking Reception

Pass Type: Conference Workshop, Conference and Expo Package, Executive Connections, Expo Only Pass

Track: General Events

Thursday | 7:00 am

Registration and Information

Pass Type: Conference Workshop, Conference and Expo Package, Executive Connections

Track: General Events

Thursday | 7:30 am

Breakfast

Track: General Events

Executive Connections Breakfast

Pass Type: Executive Connections

Track: General Events

Thursday | 8:30 am

Keynote: Harnessing the Rhythm of Teams (Mark Schulman); Featured Awards: HDI Manager of the Year, HDI Analyst of the Year, HDI Desktop Support Technician of the Year

Pass Type: Conference Workshop, Conference and Expo Package, Executive Connections

Track: Keynote

Thursday | 10:15 am

Session 401: The Future of Desktop Support

James Stanger (CompTIA)

Pass Type: Conference and Expo Package, Executive Connections

Track: Evolving Desktop Support

Experience Level: Intermediate/Advanced

Organization Maturity: Mature/Business Focus, Evolving/Proactive

Session 402: Outcome-Based Reporting for Processes and Projects: Remembering the Why

Lou Hunnebeck (DXC Fruition)

Pass Type: Conference and Expo Package, Executive Connections

Track: Putting Metrics To Work

Experience Level: Intermediate/Advanced

Organization Maturity: Evolving/Proactive, Immature/Reactive

Session 403: Service Desk Lessons Learned

Krista Ciccozzi (ExamWorks)

Pass Type: Conference and Expo Package, Executive Connections

Track: Service Desk Foundations

Experience Level: Fundamental

Session 404: Why KCS? A Western Kentucky University Success Story

Kaliegh Averdick

Pass Type: Conference and Expo Package, Executive Connections

Track: Service Desk Masters

Experience Level: Fundamental/Intermediate

Organization Maturity: Mature/Business Focus, Evolving/Proactive

Session 405: A Crash Course in Change Management

Greg Sanker (Oregon Department of Administrative Services)

Pass Type: Conference and Expo Package, Executive Connections

Track: Process Optimization and Automation

Experience Level: Fundamental

Organization Maturity: Mature/Business Focus

Session 406: If It Weren’t for These Freakin’ People!: A Deep Dive into the Pool of Relationships

Deborah Monroe (Ignite Achievements Int’l)

Pass Type: Conference and Expo Package, Executive Connections

Track: Team Performance and Transformation

Experience Level: Intermediate

Organization Maturity: Evolving/Proactive

Session 407: Managing and Sourcing Strategic Vendor Relationships Roundtable (Two-Hour Session)

Dan Wilson (Hertz), Allyson Rollins (HDI)

Pass Type: Conference and Expo Package, Executive Connections

Track: The Executive Stakeholder Perspective

Experience Level: Intermediate/Advanced

Organization Maturity: Mature/Business Focus, Evolving/Proactive

Session 408: Support Everywhere: Adapting Technical Support for Social Customer Care

Andrea Silas (DreamHost)

Pass Type: Conference and Expo Package, Executive Connections

Track: Reinventing The Customer Experience

Experience Level: All

Organization Maturity: Mature/Business Focus, Evolving/Proactive

Session 409: DevOps 101: What the Service Desk Needs to Know

David Moskowitz

Pass Type: Conference and Expo Package, Executive Connections

Track: Service Desk Masters

Experience Level: All

Organization Maturity: Evolving/Proactive

Session 410: What Is DX and Why Should I Care?

Phyllis Drucker (Linium)

Pass Type: Conference and Expo Package, Executive Connections

Track: Reinventing The Customer Experience

Experience Level: All

Organization Maturity: Evolving/Proactive

Thursday | 11:30 am

Session 501: How Walk-Up Support Can Transform the Customer Experience

Justin Menapace (Freddie Mac)

Pass Type: Conference and Expo Package, Executive Connections

Track: Evolving Desktop Support

Experience Level: Fundamental

Organization Maturity: Evolving/Proactive

Session 502: Improving Service with Right Sized Metrics

Ryan Ogilvie (Inter Pipeline)

Pass Type: Conference and Expo Package, Executive Connections

Track: Putting Metrics To Work

Experience Level: Fundamental/Intermediate

Organization Maturity: Evolving/Proactive, Immature/Reactive

Session 503: 10 Golden Rules of Service Desk Ticketing

Manuel Palachuk (Manuel Palachuk International)

Pass Type: Conference and Expo Package, Executive Connections

Track: Service Desk Foundations

Experience Level: Fundamental

Organization Maturity: Evolving/Proactive, Immature/Reactive

Session 504: The New Incident Management

Charles Betz (Forrester)

Pass Type: Conference and Expo Package, Executive Connections

Track: Service Desk Masters

Experience Level: Intermediate/Advanced

Organization Maturity: Mature/Business Focus, Evolving/Proactive

Session 505: Chat for Technical Support: A Discovery Journey to Best Practices

Mary Cruse (First American Corp.)

Pass Type: Conference and Expo Package, Executive Connections

Track: Process Optimization and Automation

Experience Level: Intermediate/Advanced

Organization Maturity: Mature/Business Focus, Evolving/Proactive

Session 506: The Language of Listening: Drive Results and Employee Engagement

Jason Wischer

Pass Type: Conference and Expo Package, Executive Connections

Track: Team Performance and Transformation

Experience Level: Intermediate

Organization Maturity: Mature/Business Focus, Evolving/Proactive

Session 507: Managing and Sourcing Strategic Vendor Relationships Roundtable (Two-Hour Session)

Dan Wilson (Hertz), Allyson Rollins (HDI)

Pass Type: Conference and Expo Package, Executive Connections

Track: The Executive Stakeholder Perspective

Experience Level: Intermediate/Advanced

Organization Maturity: Mature/Business Focus

Session 508: Customer Journey Mapping: Put the Customer at the Center of Support

Miranda Reshaw (Coca-Cola)

Pass Type: Conference and Expo Package, Executive Connections

Track: Reinventing The Customer Experience

Experience Level: Intermediate/Advanced

Organization Maturity: Evolving/Proactive

Session 509: Engaging Women in IT

Vicki Rogers (Vicki Rogers)

Pass Type: Conference and Expo Package, Executive Connections

Track: Team Performance and Transformation

Experience Level: Intermediate/Advanced

Organization Maturity: Mature/Business Focus, Evolving/Proactive

Session 510: Leaders Are Readers, Readers Are Leaders

Kirk Weisler (Team Dynamics, Inc.)

Pass Type: Conference and Expo Package, Executive Connections

Track: The Executive Stakeholder Perspective

Experience Level: Intermediate/Advanced

Organization Maturity: Mature/Business Focus, Evolving/Proactive

Thursday | 12:30 pm

Executive Lunch

Pass Type: Executive Connections

Track: General Events

Expo Hall Open

Pass Type: Conference Workshop, Conference and Expo Package, Executive Connections, Expo Only Pass

Track: General Events

Lunch

Pass Type: Conference and Expo Package, Executive Connections

Track: General Events

Solution Spotlight Sessions

Pass Type: Conference and Expo Package, Executive Connections, Expo Only Pass

Track: Solution Spotlight

Thursday | 3:30 pm

Expo Prize Giveaway

Pass Type: Conference and Expo Package, Executive Connections

Track: General Events

Thursday | 4:00 pm

Session 601: KCS Swarming: Ways to Gain Efficiencies for Desktop Support

Per-Kristian Broch-Mathisen (ComAround)

Pass Type: Conference and Expo Package, Executive Connections

Track: Evolving Desktop Support

Organization Maturity: Mature/Business Focus, Evolving/Proactive

Session 602: Working and Tracking Time in Real-Time

Manuel Palachuk (Manuel Palachuk International)

Pass Type: Conference and Expo Package, Executive Connections

Track: Putting Metrics To Work

Experience Level: All

Organization Maturity: Mature/Business Focus, Evolving/Proactive

Session 603: Starting from Scratch: How to Create a Brand-New Team (Case Study)

Vicki Rogers (Vicki Rogers)

Pass Type: Conference and Expo Package, Executive Connections

Track: Service Desk Foundations

Experience Level: Intermediate/Advanced

Organization Maturity: Evolving/Proactive, Immature/Reactive

Session 604: The Enterprise Service Desk: The Greatest Opportunity in a Generation!

Jeff Rumburg (MetricNet LLC)

Pass Type: Conference and Expo Package, Executive Connections

Track: Service Desk Masters

Experience Level: Advanced

Organization Maturity: Mature/Business Focus

Session 605: Mapping the Incident Management Process: Blueprint for Success

Julie Mohr

Pass Type: Conference Workshop, Conference and Expo Package

Track: Process Optimization and Automation

Experience Level: Intermediate

Organization Maturity: Evolving/Proactive

Session 606: The Secrets to Successful Support: HDI Award Finalists’ Panel Discussion

Dian Survance (Advocate Health Care), Jill Weber (Derse Inc.)

Pass Type: Conference and Expo Package, Executive Connections

Track: Team Performance and Transformation

Experience Level: Fundamental/Intermediate

Organization Maturity: Mature/Business Focus, Evolving/Proactive

Session 607: Creating Your Service Strategy

Jeremy Hart (First American Corp.)

Pass Type: Conference and Expo Package, Executive Connections

Track: The Executive Stakeholder Perspective

Session 608: The Secrets to Analyst Engagement

Jeff Toister (Toister Performance Solutions)

Pass Type: Conference and Expo Package, Executive Connections

Track: Reinventing The Customer Experience

Session 609: Relevant and Real Security Stories That Threaten Your Company

Jeff Wilkinson (Lewan Technology), Judy Schnurr (Lewan Technology)

Pass Type: Conference and Expo Package, Executive Connections

Track: The Executive Stakeholder Perspective

Session 610: Measuring the Quality of Desktop Support

Deborah Monroe (Ignite Achievements Int’l)

Pass Type: Conference and Expo Package, Executive Connections

Track: Evolving Desktop Support

Organization Maturity: Evolving/Proactive

Thursday | 7:00 pm

HDI 2018 Conference Party at Club Hakkasan

Track: General Events

Friday | 8:00 am

Breakfast

Pass Type: Conference and Expo Package, Executive Connections

Track: General Events

Friday | 9:00 am

Session 701: TECHTalk with Rae Ann and Rumburg

Jeff Rumburg (MetricNet LLC), Rae Ann Bruno (Business Solutions Training, Inc)

Pass Type: Conference and Expo Package, Executive Connections

Track: Evolving Desktop Support

Experience Level: Intermediate

Session 702: Service Desk Metrics Go DevOps

Eric Krueger (StrataCom)

Pass Type: Conference and Expo Package, Executive Connections

Track: Putting Metrics To Work

Experience Level: Intermediate

Organization Maturity: Mature/Business Focus, Evolving/Proactive

Session 703: Outsourcing for Success: A Best Practices Blueprint

Richa Batra (Blackboard), Michael Zastudil (Blackboard)

Pass Type: Conference and Expo Package, Executive Connections

Track: Service Desk Foundations

Experience Level: Advanced

Organization Maturity: Evolving/Proactive, Immature/Reactive

Session 704: Robot Army or Automated Helper: Is Your Support Organization Ready to Use Bots to Communicate with Customers?

Leslie O'Flahavan

Pass Type: Conference and Expo Package, Executive Connections

Track: Service Desk Masters

Experience Level: Intermediate/Advanced

Organization Maturity: Evolving/Proactive, Immature/Reactive

Session 705: Leggo My Lego!: Learn and Apply Lean Management Like Never Before

Jamie Stannard (KaVo Kerr)

Pass Type: Conference and Expo Package, Executive Connections

Track: Process Optimization and Automation

Experience Level: Intermediate/Advanced

Organization Maturity: Mature/Business Focus, Evolving/Proactive

Session 706: The Tallest Tower: Building Teams, Towers, and Trust (Two-Hour Session)

Kirk Weisler (Team Dynamics, Inc.)

Pass Type: Conference and Expo Package, Executive Connections

Track: Team Performance and Transformation

Experience Level: Intermediate

Session 707: Taking Problem Management Seriously: You Can’t Afford Not to Support It!

James Bolton (ProPoint Solutions)

Pass Type: Conference and Expo Package, Executive Connections

Track: The Executive Stakeholder Perspective

Experience Level: All

Organization Maturity: Evolving/Proactive, Immature/Reactive

Session 708: The Path to Service Excellence

Nancy Van Elsacker Louisnord (TOPdesk USA)

Pass Type: Conference and Expo Package, Executive Connections

Track: Reinventing The Customer Experience

Experience Level: Intermediate/Advanced

Organization Maturity: Mature/Business Focus, Evolving/Proactive

Session 709: Automation: The Next Big Service Desk Initiative

Willette Glenn (PepsiCo)

Pass Type: Conference and Expo Package, Executive Connections

Track: Process Optimization and Automation

Experience Level: Intermediate/Advanced

Organization Maturity: Mature/Business Focus, Evolving/Proactive

Session 710: Support Culture: 50 Tips in 50 Minutes

Gina Montague (Infinite Campus)

Pass Type: Conference and Expo Package, Executive Connections

Track: Team Performance and Transformation

Experience Level: Fundamental/Intermediate

Organization Maturity: Evolving/Proactive

Friday | 10:15 am

Session 801: Moving Desktop to Proactive Using Self-Help and the Service Catalog

Cay Robertson (Tampa Electric)

Pass Type: Conference and Expo Package, Executive Connections

Track: Evolving Desktop Support

Experience Level: Fundamental/Intermediate

Organization Maturity: Mature/Business Focus

Session 802: The Calm After the Storm: Taking a Disciplined Approach to Growth and Change

Andrea Silas (DreamHost)

Pass Type: Conference and Expo Package, Executive Connections

Track: Putting Metrics To Work

Experience Level: All

Organization Maturity: Mature/Business Focus, Evolving/Proactive

Session 803: Successful Global Communication with Your Team and Customers

Jan Dietz (Stefanini)

Pass Type: Conference and Expo Package, Executive Connections

Track: Service Desk Foundations

Experience Level: Fundamental/Intermediate

Organization Maturity: Mature/Business Focus, Evolving/Proactive

Session 804: Stayin’ Alive: Creating and Keeping a Strong KCS Culture

Liz Bunger (Paychex, Inc.)

Pass Type: Conference and Expo Package, Executive Connections

Track: Service Desk Masters

Experience Level: All

Organization Maturity: Mature/Business Focus, Evolving/Proactive

Session 805: Turbocharge Service Management Through Lean and Agile Thinking (Case Study)

Jonathan Hinkle (First Fidelity Bank)

Pass Type: Conference and Expo Package, Executive Connections

Track: Process Optimization and Automation

Experience Level: Intermediate

Organization Maturity: Evolving/Proactive

Session 806: The Tallest Tower: Building Teams, Towers, and Trust (Two-Hour Session)

Kirk Weisler (Team Dynamics, Inc.)

Pass Type: Conference Workshop, Conference and Expo Package, Executive Connections

Track: Team Performance and Transformation

Experience Level: Intermediate

Session 807: The Future of ITSM

Stuart Rance (Optimal Service Management Ltd.)

Pass Type: Conference and Expo Package, Executive Connections

Track: The Executive Stakeholder Perspective

Session 808: Bridging the Generation Gap of Business Expectations for IT

Matt Hooper (Ivanti), Kristin Bathe (Diversified Communications Media Corp)

Pass Type: Conference and Expo Package, Executive Connections

Track: The Executive Stakeholder Perspective

Experience Level: Intermediate

Organization Maturity: Mature/Business Focus, Evolving/Proactive

Session 809: The Power of Play: The Missing Ingredient in Your Company

Kai Dickens (PLAYOLOGY)

Pass Type: Conference and Expo Package, Executive Connections

Track: Team Performance and Transformation

Experience Level: Intermediate

Organization Maturity: Evolving/Proactive, Immature/Reactive

Session 810: Driving Collaboration, Teamwork, and Employee Satisfaction with Innovative Workflow (Case Study)

Bruce Nelson (Ricoh)

Pass Type: Conference and Expo Package, Executive Connections

Track: Process Optimization and Automation

Experience Level: All

Organization Maturity: Mature/Business Focus, Evolving/Proactive

Friday | 11:30 am

Keynote: Improving Happiness - and the Bottom Line (Nataly Kogan)

Pass Type: Conference and Expo Package

Track: Keynote