2026 Schedule

Session Description

Beyond the Fire Drill: Proactive Planning in Service & Support

Too often, service and support teams and leaders find themselves in constant "firefighting mode," reacting to outages, scrambling for fixes, and celebrating recovery rather than prevention. This breakout session challenges that cycle by introducing a proactive blueprint for resilient operations. Drawing on decades of experience in both firefighting and IT service management, David Sharp demonstrates how organizations can evolve from reactive chaos to structured calm.

Through real-world stories, interactive exercises, and a practical framework, attendees will learn how to:
- Identify their most common firefighting headaches
- Apply proactive planning to service workflows
- Strengthen resilience through smarter operations and cultural change
- Leave with one clear, actionable commitment to implement immediately

This session blends technical rigor with human-centered storytelling, equipping participants to optimize service and support operations while building a culture of preparedness.

Abstract
"We've all been there, the 2 AM outage that feels like a five‑alarm fire. I've lived it both as a firefighter and in IT, and I know how draining it is to keep scrambling. In this session, I'll share the lessons that helped me move teams from chaos to calm, and how proactive planning beats constant firefighting every time. You'll hear real stories, try out a few interactive exercises, and walk through a simple blueprint that shows how smarter operations and cultural shifts can stop the cycle. Whether you're leading a team or just trying to keep the lights on, you'll leave with practical tools and one clear action you can put into practice before you walk out the door."

Takeaway

Key Takeaways

1. Recognize the Firefighting Trap
- Understand why reactive heroics feel rewarding but drain teams and prevent long‑term success.

2. Shift from Chaos to Calm
- Learn a simple blueprint (Detection → Prevention → Resilience) that transforms service operations into proactive planning.

3. Engage in Practical Exercises
- Participate in polls, scenario mapping, and checklist building to identify your own "firefighting headaches."

4. Optimize Service & Support Operations
- Discover how smarter workflows, playbooks, and cultural shifts reduce outages and improve resilience.

5. Leave with One Clear Action
- Commit to a single proactive step you can implement immediately in your team or organization.