2026 Schedule

A panel discussion of the journey Power Design Inc took to go from an uncertifiable IT Service desk to a world-class team and what's next on the road ahead to ensure the team doesn't rest on its laurels and continues to push the boundaries of what's possible.

Takeaway

1. Culture Change Precedes Technical Change
Moving from "uncertifiable" to world-class requires addressing mindset and culture first. This involves shifting from reactive firefighting to proactive service delivery, establishing accountability frameworks, and building a customer-service oriented mentality within the team.
2. Measurement Drives Improvement
The journey involved implementing key performance metrics (KPIs) and experience level agreemens (XLAs). You can't improve what you don't measure—establishing baseline metrics and tracking progress was essential to the transformation.
3. Continuous Learning and Certification
Achieving "world-class" status typically requires formal certifications (ITIL, HDI, SDI, etc.) and ongoing training programs. The panel will highlight specific frameworks adopted and how they institutionalized continuous learning to prevent backsliding.
4. Technology Enablement Without Over-Automation
Implementing modern ticketing systems, knowledge bases, and self-service portals while maintaining the human element. The key lesson: technology should enhance service delivery, not replace thoughtful human interaction.
5. Future-Proofing Through Innovation Culture
To avoid resting on laurels, the panel will discuss specific initiatives planned to maintain momentum and push boundaries.