Description
Sessions recorded LIVE at The Loews Sapphire Falls Resorts • November 19-21, 2024 • Orlando, Florida USA
KEYNOTES
• Keynote Speaker: Mastermind Industry Panel: Service Management 2025 (Randy Celaya, Peter McGarahan, Ric Mims, & Tony North) © 2024 All Rights Reserved
• Keynote Speaker: How Generative AI Will Affect the Future of Work (Crystal Washington & Gianmarco Rubino) © 2024 All Rights Reserved
• Keynote Speaker: Culture is the Way: How Leaders at Every Level Build an Organization for Speed, Impact and Excellence (Matt Mayberry) © 2024 All Rights Reserved
• Keynote Speaker: AI in Service Management: New Data Separates Hype vs Reality (Eugene Polar) © 2024 All Rights Reserved
CONCURRENT SESSIONS
• Session 101: Quality Results – Adding the Positive to Quality Control and Removing the Metrics (Calen Sifferman)
• Session 103: How the Service Desk Fight Fraud, Improve Performance, and Promote Engagement at the World’s Largest Credit Union (Don Varela)
• Session 104: Agile Framework with Lean Methodologies (Tony North)
• Session 105: Making Your Business Case: How to Influence Your Organization to Act (Lou Hunnebeck)
• Session 106: Meet, Greet and Repeat: Service Management Speed Networking (Erica Marois)
• Session 201: K-12 Education Doesn’t Have to Suffer – Case Study (Anthony Bateson, Erik Carlson, Alyse Hill, & David Pietrs)
• Session 202: The Anatomy Of a Coaching Session: Develop High Impact Performance (Deborah Monroe)
• Session 203: Service Management Myth Busters (Matt Beran, Rae Ann Bruno, Angee Phong, & Doug Tedder)
• Session 205: Building an Experience-Centered Service Culture in IT (Joseph Fugere)
• Session 206: Building a Service Management AI Strategy (Josh Streets)
• Session 301: An Evolutionary Approach to Revolutionizing Experience Management (Neil Keating)
• Session 302: Is Governance a Naughty Word? (Greg Sanker)
• Session 303: The Heart of Knowledge: Strategies to Build Trust and Improve Efficiency (Rebecca Mark & Janice Smith)
• Session 304: AI and ITIL: How AI is Supercharging ITIL Maturity (Jeff Rumburg)
• Session 305: The Unfair Expectations of ITSM (Wesley Eugene)
• Session 306: The Experience Approach to Transforming IT’s Impact on Employee Happiness and Productivity (Rae Ann Bruno)
• Session 401: Revolutionizing the Customer Experience: Duquesne University’s Journey from ITSM to ESM (Melissa Jackman & Mark Katsouros)
• Session 402: What Will “XLA 3.0” Look Like and Why Should I Care? (Patrick von Schlag)
• Session 404: Service Desk Transformation – Four Case Studies (Donald Chew, Kristi Lawrence, Laurie Lukken, Teresa Pelley & Jason Wischer)
• Session 405: Elevating Onboarding with XLAs: A Facilitated Exercise to Build an Onboarding XLA (Rae Ann Bruno & Neil Keating)
• Session 406: Visualizing Value: How Adding Visualizing Work Improves Everything! (Matt Beran)
• Session 501: Structure, Skill, Service: The ITSM Success Trifecta (Nat McLaren)
• Session 502: The Business of Business Is the Business of IT (Roy Atkinson)
• Session 503: Getting Started with an Innovative Service Portal (Phyllis Drucker)
• Session 504: Data Analytics: Equipping the Organization to See More Than Just Flashy Charts (Rachel Mulry)
• Session 505: Unpacking “The Sticky Stuff” and Magnifying Your Impact (Kirk Weisler)
• Session 601: Break it Down to Build it Up: Strategies for Unlocking Your Team’s Full Potential (Beth Woods)
• Session 603: Escape Service Degradation – An Interactive Major Incident Experience (Caitlin Price & Jessica Szalla)
• Session 604: Two Ways that Gen AI Is Already Impacting the Support Process (Weston Morris)
