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

Location: Meeting Room Foyers

Pass Type: Conference Workshop

Track: General Events

Registration and Information

Location: Grand Pre-Function Foyer (Level 1)

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)

Location: Room 114

Pass Type: Conference Workshop

Track: Three Day Workshop

Pre 2a: HDI Support Center Manager

Virginia Scuderi (Competitive Advantage)

Location: Room 111

Pass Type: Conference Workshop

Track: Three Day Workshop

Pre 2b: HDI Support Center Manager

Location: Room 304/305

Pass Type: Conference Workshop

Track: Three Day Workshop

Pre 3: KCS Principles

Julie Mohr

Location: Room 113

Pass Type: Conference Workshop

Track: Three Day Workshop

Pre 4: HDI Desktop Support Manager

Rae Ann Bruno (Business Solutions Training, Inc)

Location: Room 112

Pass Type: Conference Workshop

Track: Three Day Workshop

Sunday | 9:00 am

Forum Pre-Con: Executive Forum

Location: Room 302

Track: Two Day Workshop

Forum Pre-Con: Healthcare Providers Forum

Location: Room 303

Track: Two Day Workshop

Forum Pre-Con: Support Center Leadership

Location: Room 306

Track: Two Day Workshop

Forum Pre-Con: Women in IT Leadership Forum

Location: Room 307

Track: Two Day Workshop

Monday | 7:00 am

Pre-Conference Workshop Breakfast

Location: Meeting Room Foyers

Pass Type: Conference Workshop

Track: General Events

Registration and Information

Location: Grand Pre-Function Foyer (Level 1)

Track: General Events

Monday | 8:00 am

Pre 5: HDI Support Center Team Lead

Deborah Monroe (Ignite Achievements Int’l)

Location: Room 109

Pass Type: Conference Workshop

Track: Two Day Workshop

Pre 6: HDI Problem Management Professional

James Bolton (ProPoint Solutions)

Location: Room 107

Pass Type: Conference Workshop

Track: Two Day Workshop

Pre 7: Coaching Skills for Quality Support

Beth Haggett, LCSW, PhD (HDI)

Location: Room 106

Pass Type: Conference Workshop

Track: Two Day Workshop

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

Jeff Rumburg (MetricNet LLC)

Location: Room 110

Track: Two Day Workshop

Tuesday | 7:00 am

Pre-Conference Workshop Breakfast

Location: Meeting Room Foyers

Pass Type: Conference Workshop

Track: General Events

Registration and Information

Location: Grand Pre-Function Foyer (Level 1)

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.)

Location: Room 310

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.)

Location: Room 309

Pass Type: Conference Workshop

Track: One Day Workshop

Pre 12: Creating a Service Catalog That Just Works

Andy Rivers (Beyond20)

Location: Room 319

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)

Location: Room 311

Pass Type: Conference Workshop

Track: One Day Workshop

Pre 14: MasterMinds: Problem-Solving Through Peer Collaboration

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

Location: Room 320

Pass Type: Conference Workshop

Track: One Day Workshop

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

Cynthia Christie (Kepner-Tregoe)

Location: Room 318

Pass Type: Conference Workshop

Track: One Day Workshop

Tuesday | 11:00 am

HDI Local Chapter Officers' Meeting

Location: Room 317

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

Track: General Events

Tuesday | 1:00 pm

HDI Leadership Forum Sneak Peek

Location: Room 306

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)

Location: Grand Ballroom

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

Track: Keynote

Tuesday | 5:00 pm

Welcome Reception in the Expo Hall

Location: Marquee Ballroom

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

Track: General Events

Wednesday | 7:00 am

Executive Connections Breakfast & Meeting

Location: Vista Ballroom

Pass Type: Executive Connections

Track: General Events

Registration and Information

Location: Grand Pre-Function Foyer (Level 1)

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

Track: General Events

Wednesday | 7:30 am

Breakfast

Location: Grand Ballroom

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)

Location: Room 315

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)

Location: Room 317

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)

Location: Room 319

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.)

Location: Room 311

Pass Type: Conference and Expo Package, Executive Connections

Track: Breakfast Briefing

Breakfast Briefing 5: Becoming a Tech Support Concierge

Adam Hohbein (Ameritas – GTS)

Location: Room 309

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)

Location: Room 306/307

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)

Location: Room 318

Pass Type: Conference and Expo Package, Executive Connections

Track: Breakfast Briefing

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

Location: Grand Ballroom

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)

Location: Room 320

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)

Location: Room 310

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)

Location: Room 316

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)

Location: Room 318

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)

Location: Room 319

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)

Location: Room 309

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.)

Location: Room 315

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)

Location: Room 311

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)

Location: Room 317

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)

Location: Room 306/307

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)

Location: Room 320

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)

Location: Room 317

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)

Location: Room 309

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)

Location: Room 311

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)

Location: Room 319

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

Location: Room 316

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.)

Location: Room 306/307

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)

Location: Room 310

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)

Location: Room 315

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.)

Location: Room 318

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

Location: Marquee Ballroom

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

Track: General Events

Lunch

Location: Marquee Ballroom

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

Track: General Events

Wednesday | 12:45 pm

Solution Spotlight Sessions

Location: Solution Spotlight Stage - Marquee Ballroom

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

Track: Solution Spotlight

Wednesday | 1:00 pm

Solutions Spotlight: 5 Key Mistakes to Avoid with ITIL (Ivanti)

Location: Solutions Spotlight Stage

Pass Type: Conference and Expo Package

Track: Solution Spotlight

Wednesday | 1:30 pm

Solutions Spotlight: Back to the Future: Using the Past to Guide the Future (Cherwell)

Location: Solutions Spotlight Stage

Pass Type: Conference and Expo Package

Track: Solution Spotlight

Wednesday | 2:00 pm

Solutions Spotlight: How To Secure Service Desk Credentials (Bomgar)

Location: Solutions Spotlight Stage

Pass Type: Conference and Expo Package

Track: Solution Spotlight

Wednesday | 2:30 pm

Solutions Spotlight: Identity-as-a-Container (IDaaC) Platform (Avatier)

Location: Solutions Spotlight Stage

Pass Type: Conference and Expo Package

Track: Solution Spotlight

Wednesday | 3:00 pm

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

Mike Hanson (Optum, Inc.)

Location: Room 315

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)

Location: Room 319

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)

Location: Room 310

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)

Location: Room 306/307

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)

Location: Room 309

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)

Location: Room 316

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.)

Location: Room 318

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)

Location: Room 320

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)

Location: Room 317

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)

Location: Room 311

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

Location: Grand Ballroom

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

Track: Keynote

Wednesday | 5:30 pm

HDI 2018 Networking Reception

Location: Marquee Ballroom

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

Track: General Events

Wednesday | 6:00 pm

Solutions Spotlight: Benchmarking  and Assessment Best Practices (HDI)

Location: Solutions Spotlight Stage

Pass Type: Conference and Expo Package

Track: Solution Spotlight

Thursday | 7:00 am

Executive Connections Breakfast & Meeting

Location: Vista Ballroom

Pass Type: Executive Connections

Track: General Events

Registration and Information

Location: Grand Pre-Function Foyer (Level 1)

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

Track: General Events

Thursday | 7:30 am

Breakfast

Location: Grand Ballroom

Track: General Events

Breakfast Briefing 10: It Shouldn't be This Hard! Providing Better Support With Less Resources

Pete Zeinoun (LogMeIn)

Location: Room 319

Pass Type: Conference and Expo Package

Track: Breakfast Briefing

Breakfast Briefing 11: Shape the Future of Customer Service with Artificial Intelligence

Bobby Amezaga (Salesforce)

Location: Room 311

Pass Type: Conference and Expo Package

Track: Breakfast Briefing

Breakfast Briefing 12: Building a Virtuous Cycle: Six Principles for a World Class Team

Alex Brown (Zendesk)

Pass Type: Conference and Expo Package, Executive Connections

Track: Breakfast Briefing

Breakfast Briefing 13: Eliminate Service Outages by Modernizing IT Services & IT Operations

Gerald Beaulieu (ServiceNow)

Location: Room 309

Pass Type: Conference and Expo Package

Track: Breakfast Briefing

Breakfast Briefing 14: Experience the Smart Service Desk, Powered by Machine Learning

Roy Ritthaler (Micro Focus)

Location: Room 318

Pass Type: Conference and Expo Package

Track: Breakfast Briefing

Breakfast Briefing 8: Live Case Study: The Journey to the “Cloud” – More than just a Destination

Joshua Smith (Axios Systems), Jeremy York (Turner Construction)

Location: Room 315

Pass Type: Conference and Expo Package

Track: Breakfast Briefing

Breakfast Briefing 9: Using Knowledge Effectively to Accelerate Self-Service ROI

Justin Roux (EasyVista)

Location: Room 317

Pass Type: Conference and Expo Package

Track: Breakfast Briefing

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

Location: Grand Ballroom

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)

Location: Room 316

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)

Location: Room 311

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)

Location: Room 319

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

Location: Room 309

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)

Location: Room 317

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)

Location: Room 310

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)

Location: Room 320

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)

Location: Room 318

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

Location: Room 315

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)

Location: Room 306/307

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)

Location: Room 310

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)

Location: Room 319

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)

Location: Room 316

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)

Location: Room 317

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.)

Location: Room 315

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

Location: Room 311

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)

Location: Room 320

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)

Location: Room 309

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)

Location: Room 306/307

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.)

Location: Room 318

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

Location: Vista Ballroom

Pass Type: Executive Connections

Track: General Events

Expo Hall Open

Location: Marquee Ballroom

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

Track: General Events

Lunch

Location: Marquee Ballroom

Pass Type: Conference and Expo Package, Executive Connections

Track: General Events

Solution Spotlight Sessions

Location: Solution Spotlight Stage - Marquee Ballroom

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

Track: Solution Spotlight

Thursday | 1:00 pm

Solutions Spotlight: Selfless Service - A Service Management Mindset to Improve User Experience (Freshservice)

Location: Solutions Spotlight Stage

Pass Type: Conference and Expo Package

Track: Solution Spotlight

Thursday | 1:30 pm

Solutions Spotlight:The Two Boundaries that your Service Management Needs to Cross, Today! (ManageEngine)

Location: Solutions Spotlight Stage

Pass Type: Conference and Expo Package

Track: Solution Spotlight

Thursday | 2:00 pm

Solutions Spotlight: AI, Bots and Humans – The Future of Technical Support Journeys (Genesys)

Location: Solutions Spotlight Stage

Pass Type: Conference and Expo Package

Track: Solution Spotlight

Thursday | 2:30 pm

Solutions Spotlight: Treat Your Employees Like Your Best Customers (Samanage)

Location: Solutions Spotlight Stage

Pass Type: Conference and Expo Package

Track: Solution Spotlight

Thursday | 3:00 pm

Solutions Spotlight: Open Teams: The Future of Service (Atlassian)

Location: Solutions Spotlight Stage

Pass Type: Conference and Expo Package

Track: Solution Spotlight

Thursday | 3:30 pm

Expo Prize Giveaway

Location: Marquee Ballroom

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)

Location: Room 310

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)

Location: Room 320

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)

Location: Room 306/307

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)

Location: Room 315

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

Location: Room 319

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 (Northwestern Mutual)

Location: Room 318

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.)

Location: Room 317

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)

Location: Room 311

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)

Location: Room 309

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)

Location: Room 316

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

Location: Club Hakkasan (located in the MGM)

Track: General Events

Friday | 7:30 am

Executive Connections Breakfast & Meeting

Location: Vista Ballroom

Pass Type: Executive Connections

Track: General Events

Friday | 8:00 am

Breakfast

Location: Grand Ballroom

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)

Location: Room 317

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)

Location: Room 311

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)

Location: Room 306/307

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

Location: Room 318

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)

Location: Room 310

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.)

Location: Room 320

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)

Location: Room 315

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)

Location: Room 309

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)

Location: Room 319

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)

Location: Room 316

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

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

Bruce Nelson (Ricoh)

Location: Room 319

Pass Type: Conference and Expo Package, Executive Connections

Track: Process Optimization and Automation

Experience Level: All

Organization Maturity: Mature/Business Focus, Evolving/Proactive

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

Cay Robertson (Tampa Electric)

Location: Room 316

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)

Location: Room 315

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)

Location: Room 311

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.)

Location: Room 317

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)

Location: Room 318

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.)

Location: Room 320

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.)

Location: Room 309

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)

Location: Room 306/307

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)

Location: Room 310

Pass Type: Conference and Expo Package, Executive Connections

Track: Team Performance and Transformation

Experience Level: Intermediate

Organization Maturity: Evolving/Proactive, Immature/Reactive

Friday | 11:30 am

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

Location: Grand Ballroom

Pass Type: Conference and Expo Package

Track: Keynote