Description
Sessions recorded LIVE at The Loews Sapphire Falls Resorts • November 14-15, 2023 • Orlando, Florida USA
KEYNOTES
• Keynote Speaker: Everest-Level Resilience: Overcoming Adversity and Reaching High Goals (Jim Davidson) © 2023 All Rights Reserved
• Keynote Speaker: Innovation & Convergence in the 21st Century (Kian Gohar) © 2023 All Rights Reserved
• Keynote Speaker: The Journey of Innovation: 5 Tracks for Your Playlist to Drive Growth, Creativity, and Transformation (Sara Frasca) © 2023 All Rights Reserved
CONCURRENT SESSIONS
• Session 101: Unveiling AI’s Heart and Brain: An ITSM and AI Journey Inspired by “The Wizard of Oz” (Wesley Eugene & Katrina Macdermid)
• Session 102: KCS Is Better the Second Time Around (Shelby Jones, Joseph Kieltyka, & Goldie Mitchell)
• Session 103: The State of Experience in the Workplace (Rae Ann Bruno, Kym Bowen, Neal Keating, Weston Morris, & Joe Fugere)
• Session 104: Cultural Transformation: A Focus on Organizational Change Management and ITSM (Michael Fuson)
• Session 105: Going from Zero to 100 in ITSM (Ahmed Issawi)
• Session 106: Magical Thinking and Other Service Management Project Killers (Glen Hoffmann)
• Session 201: Transformation Consternation (Roy Atkinson)
• Session 202: The Perfect Recipe: ITIL with Agile to Propel Modern ITSM Capability (Robert Woods)
• Session 203: Are You Looking For Perspiration, or Inspiration in Your It Operating Model? (David Clifford)
• Session 204: From Here to There: Moving Forward by Changing Leadership Lenses (Steve Fullerton)
• Session 205: Modernizing the Service Portal: Let the Humans Be Heard! (Phyllis Drucker)
• Session 206: Creating a Service Framework: Building SLAs, OLAs, and UCs (Michael Hanson)
• Session 301: See the Whole, Not a Hole (David Moskowitz)
• Session 302: Putting the Pieces Together: Better Service Delivery Through Practice Addition (Valence Howden)
• Session 303: A Chatbot Wrote This Presentation (Chris Chagon)
• Session 304: From What the… to World Class: You Can Do M.A.G.I.C. (Josh Nelson)
• Session 305: Are SLAs Dead?: Understanding How XLAs Can Help Your Business (Neil Keating)
• Session 306: I Caught a Fish and It Was THIS BIG!: Storytelling Using Your Metrics and Data (Deborah Monroe)
• Session 401: Building a Strong Case for Change: Insights from IT Leaders (Michael Hanson, Josh Nelson, Angee Phong, Nicholas Pollock, & Lorraine Williams)
• Session 402: Moving Beyond Service Management: Introducing the DVMS (Patrick von Schlag)
• Session 403: Continual Improvement and True Crime (Vicki Rogers)
• Session 404: Changing the World One Taco at a Time (Nancy Robinson)
• Session 405: The Next Generation of Service and Experience Management (Alan Nance)
• Session 406: Experience + Service Management: A Winning Combination (Matt Beran)
• Session 501: In Harmony: Blending Enterprise IT Service Management with IT Portfolio Work Planning (Donna Gregorio)
• Session 502: Organizational Change Management: Thriving through Transformation (Caitlin Price)
• Session 503: Improving Service Management in the Digital Age: Gaining the Leadership Commitment Required for Success (Phyllis Drucker, Valence Howden Tim McElgunn, Greg Sanker & Doug Tedder)
• Session 504: Driving Positive Experiences through the use of Guiding Principles (Rae Ann Bruno & Jeff Jensen )
• Session 505: What XLAs Are Not (Doug Rabold)
• Session 506: The Importance of Insight: Mapping and Collecting Feedback from Along the Customer Journey (Duffy Miller)
• Session 601: Co-Managed IT: Partnering with a Managed Service Provider (Stephen Buyze)
• Session 602: Move from Managing Changes to Managing Change (Greg Sanker)
• Session 603: Radically Change the Way You Work with Service Management (Sandi Conrad)
• Session 604: The Transformative Impact of AI in the IT Industry (Alain Alvarez Legra)
• Session 605: The Practical WHO-HOW-WHAT Approach to Organizational Change Management (Thorsten Manthey)
• Session 606: The Powerful Workflows of Enterprise Service Management (Anthony Orr)
