2022 SUPPORT WORLD LIVE FULL CONFERENCE AUDIO DOWNLOAD

$150.00

Description

Sessions recorded LIVE at the MGM Conference Center • May 17 – 20, 2022 • Las Vegas, Nevada USA

GENERAL SESSIONS
• General Session: The Great Programmable Subconscious: Using Hypnosis to Set Your GPS for Success (Wayne Lee) © 2022 All Rights Reserved
• General Session: Beyond Happiness: Why Purpose Is the Secret to Team Performance (Jenn Lim) © 2022 All Rights Reserved
• General Session: Enterprise Service Management Is a Strategy, Not a Tool: A Success Guide for IT and Beyond (Roy Atkinson, Marni Casanova, David Cannon & Tim McElgunn) © 2022 All Rights Reserved
• General Session: Expectation and the Predetermined Outcome: A View Through the Blue (Randall Jaynes) © 2022 All Rights Reserved

CONCURRENT SESSIONS

• Session 101: The Importance of Being a Servant Leader Pete McGarahan, Rick Mims, Monica Morrison, Anthony Orr & Doug Tedder
• Session 102: Incident, Problem, and Change, Oh My!: Our Yellow Brick Road of Process Vicki Rogers
• Session 103: The Challenges of Providing White-Glove Support to a Growing Company Chris Eder
• Session 104: Going Beyond the Numbers to Improve the Employee Experience Rae Ann Bruno
• Session 105: In Harmony: Blending ITIL Best Practices and ITSM Tools Mike Cardinal & Donna Knapp
• Session 106: Find Your North Star: How a Strong Organizational Culture Makes Anything Possible! Kathy Breitenbach, Paul Honsey, Phoebe Johnson & Larry Storey
• Session 107: Transformation Beyond IT: Interdepartmental Collaboration and System Change Patti Blackstaffe
• Session 108: Customer Success Secrets That Transform the IT Experience Maddie Blumenthal
• Session 109: Take 5: What You Should Address Next Phyllis Drucker

• Session 201: The State of the Industry in 2022 Tim McElgunn
• Session 202: Stars, Role Players, and Benchwarmers: 3 Players Every Leader Will Lead NJ Robinson
• Session 203: Robotics and AI in the ITSM World Mauricio Corona
• Session 204: Inspiration Through Aspiration: Engage High-Performing Teams and Rock Customer Communication Sabrina Eigner
• Session 205: Experience Management, Vol. 2: Still Rocking Your Support World Alan Nance
• Session 206: The Three Dimensions of Cyber-Security and Service Operations David Moskowitz
• Session 207: Getting Change Management Right. Again. Greg Sanker
• Session 208: Are Your Metrics Telling the Right Story? Doug Tedder

• Session 301: Succeeding in the Hybrid Workplace Rae Ann Bruno, Gina Montague, Weston Morris, Alan Nance & Angee Phong
• Session 302: ITIL Hacks That Work!: Fast-Track Your Way to ITIL Maturity Jeff Rumburg
• Session 303: When Great SLAs Don’t Work…and What to Do About It David Cannon
• Session 304: The Art of the Business Case: 5 Minutes to Glory Stephen Paskel
• Session 305: Supplier Management: Partnering for Success Roger Knop & Angie Tobin
• Session 306: OMG! It’s True!: How to Achieve Radical Incident Reduction In Less Than 3 Months Randy Steinberg
• Session 307: Diversity, Equity, and Inclusion: IT Matters! Christopher Chagnon & Marie DiRuzza
• Session 308: Boosting Employee Wellness Amber Jenson

• Session 401: Optimize Before You Automate: Why and How Roy Atkinson, Rae Ann Bruno, Vicki Rogers, Greg Sanker & Doug Tedder
• Session 402: Desktop Support in a Hybrid Workforce Environment Anna McBride
• Session 403: Optimizing Success: The Performance Office Paul Fordiani
• Session 404: 5 Writing Skills Tech Support Pros Never Thought They’d Need, but They Do Leslie O’Flahavan
• Session 405: The Journey to Bring on a New ITSM Solution Mitch Bryant
• Session 406: The Death Star Wasn’t Built in a Day: Leadership Lessons from “Star Wars” Tom Wilk
• Session 407: Managing the Flow of Feedback Donna Knapp
• Session 408: The 5 Elements to Maximize Value Kenneth Wendle

• Session 501: ITIL4: The New Frontier Jeffrey Tefertiller
• Session 502: Do Touch the Red Button Kirk Weisler
• Session 503: Customer Experience and Customer Service: What’s the Difference? Doug Rabold
• Session 504: How to Coach the Underperformer Glenn Cruz
• Session 505: Lessons Learned from Building a Self-Service Content Architecture Kathy Clemens
• Session 506: Just Push Play: Building Relationships with MSP Clients LeRoy Bray
• Session 507: Level Up: How Streamers and Gaming Can Change ITSM Christopher Chagnon
• Session 508: Measuring Success: A Metrics Primer Edward Gray

• Session 601: The CX Dating Game Nate Brown
• Session 602: Tapping the Potential of Self-Service: Success Factors from the Overachievers! Jeff Rumburg
• Session 603: Strategic Service Leadership: Creating Business-Relevant Services, Culture, and Value Pete McGarahan
• Session 604: Service Desk Agility: Is That a Thing? Ric Mims
• Session 605: Swarming 2.0: Using KIT Principles to Solve Complex Problems Phil Verghis
• Session 606: Adapting to the Ever-Changing Workplace Patti Blackstaffe
• Session 607: Organizational Change Management: From Planning in the Huddle to Executing on the Field Jason Wischer

• Session 701: Powering Up Your Organization with 21st-Century Knowledge Management Roy Atkinson
• Session 702: The Customer Experience Cram Session Nate Brown
• Session 703: The Path to Service Desk Maturity Michael Hanson & Angee Phong
• Session 704: A Fresh Look at SLAs Jeffrey Tefertiller
• Session 705: When It Comes to Support Analysts, “Empowerment” Is a Meaningless Term Leslie O’Flahavan
• Session 706: Leadership With E’s: Leading by Letting Go Doug Rabold
• Session 707: Surveys That Actually Work Matt Beran

• Session 802: CX in Digital World: Juggling Productivity and Happiness Ariana Bucio
• Session 803: Can’t Stop the Signal: Noise Cancellation and the Support Center at SRS Distribution Collin Pennington
• Session 804: CMDB Governance: It Doesn’t Have to Be Rocket Science Glen Hoffmann
• Session 805: A Transformation Tale: How One Company Reinvented Its Support Culture Niko Miller & Tammy Ward