Description
Sessions recorded LIVE at the Colorado Convention Center • April 29 – May 2, 2024 • Denver, Colorado USA
GENERAL SESSIONS
• Keynote: Reaching Your Next Summit: 7 Vertical Lessons to Lead in the Unknown (Manly Feinberg) © 2024 All Rights Reserved
• Keynote: BECOMING AN IDEA FACTORY: How to Turn Yourself (and Your Organization) Into an Innovation Machine (Kyle Scheele) © 2024 All Rights Reserved
• Keynote: DRIVE: Using Technology and Data to Get to Victory (Julia Landauer) © 2024 All Rights Reserved
• Keynote: Creating Human Connection and Community in the Era of Hybrid, AI, and Overwhelm (Adam Smiley Poswolsky) © 2024 All Rights Reserved
• Keynote: How to Overcome Challenges and be the UNSTOPPABLE You! (Alex Weber) © 2024 All Rights
CONCURRENT SESSIONS
• Session 101: The Infinite Service Desk: How to Stay Engaged in the Ever-Changing World of Technology (Chris Eder & Adam Hohbein)
• Session 103: Revolutionizing the Customer Experience: Duquesne University’s Journey from ITSM to ESM (Melissa Jackman, Mark Katsouros & Beth Barela)
• Session 104: Beyond Output: Transforming a Mindset to Drive Business Outcomes (Rocky McGuire)
• Session 105: The Transformative Impact of AI in the IT Industry (Alain Alvarez Legra)
• Session 106: The League of Legends: Crafting Your Superhero Dream Squad (Jessica Clarkson)
• Session 107: From Chaos to World Class: The Process Maturity Model (Joel Koh)
• Session 201: The Forgotten Experience (Rae Ann Bruno)
• Session 202: Generative AI, Beyond the Hype: Planning Now for the Future (Stephen Paskel, Geanie Asante, & Quinn Karley)
• Session 203: Past, Present, and Future: The Digital Transformation of the Boeing Enterprise Help Desk (Angie Tobin & Emma Kuntz)
• Session 204: Thriving in a KCS-Driven Environment (Vickie Runyon)
• Session 205: Strategic Thinking: Keep Your Eye on the Ball, but Swing for the Fences (Steve Fullerton)
• Session 206: From Chaos to Calm: Mastering Disaster Recovery and Business Continuity (Michael Hanson)
• Session 207: An Improvement Roadmap to Service Excellence (Jeff Jensen)
• Session 301: What XLAs Are Not (Doug Rabold)
• Session 302: Why Your Support Organization Should Use a Human-plus-ChatGPT Approach to Writing Customer Responses (Leslie OFlahavan)
• Session 303: The Zero Touch Service Desk: Myth or Reality? (Jeff Rumburg)
• Session 304: CSI: Continual Improvement (Vicki Rogers)
• Session 305: The Secrets of IT Support Success, Revealed! (Jill Webber & Jeremy Lipusch)
• Session 401: First Class or Economy?: Not All Experiences Need to Be Great (Katrina Macdermid)
• Session 402: The Secret of Experience, Engagement and Evolution: XLAs and Beyond (PATRYCJA SOBERA & Davoud Pourhossein)
• Session 403: Unlearning IT: How Service Management Is Letting Your Business and Department Down (Matt Beran)
• Session 404: Intentional Onboarding to Boost Your Culture (Gina Montague)
• Session 405: From Help Desk to Boardroom: Climbing the Career Ladder with Effective Communication and Savvy Leadership (Allen Darrah)
• Session 406: Master Class in Support Excellence: Wisdom from Prominent HDI Business Associates (Deborah Monroe, Rae Ann Bruno, Randy Celaya, & Ric Mims)
• Session 407: The Heart of Knowledge: Sustainable Success (Janice Smith & Janice Smith)
• Session 501: Total Experience Management: Unleashing Exceptional Connections (Jason Wischer & Kristi Lawrence)
• Session 502: CASE: Contact Anyway, Service Everyway (Tom McMahon)
• Session 503: Chasing Zero: How WCU Optimized ITSM to Maximize Team Performance (Michael Thomas, Paul Gargiulo, & JT Singh)
• Session 504: The Heart and Science of Support: Balancing People and Processes (Doug Tedder & Randy Celaya)
• Session 505: Finding Your Mentor: When Swiping Right Goes Wrong (Darryl Jacoby)
• Session 506: The (ITSM) World is not enough! (Alex Cosma)
• Session 601: SBAR: A Simple, Concise Approach to Incident Documentation (Michael Eaton)
• Session 602: Drafting a Roadmap to Universal Service Management (Wade Javorsky & Wade Javorsky)
• Session 603: The Keys to the Successful Adoption of ITSM (Anthony Orr)
• Session 604: Managing Culture in Hybrid Workplaces, Across Time Zones and Around the World (Tony North)
• Session 605: Mastering the Art of Networking: Building Connections for Success (Liz Bunger)
• Session 701: Activating Your Decoder Ring: Translating Tech Jargon into Meaningful Business Communications (Nancy Robinson)
• Session 702: Major Incidents and Outages: What to Do at 3 AM? (Arif Gheewala)
• Session 703: Crafting a Lean CMDB Strategy: Evaluate, Iterate, Repeat (Glen Hoffmann)
• Session 704: Mastering Asset Management: From Chaos to Control (Jean Clark)
• Session 801: If You Want Something Done Right, Do It Yourself: The Hard Lesson of Delegation (Deborah Monroe)
• Session 802: Implementation Support Practitioner: Using Data Driving Decisions and Processes (Quinn Karley)
• Session 803: Service Desk Transformation: Four Case Studies (Kristi Lawrence, Jason Wischer, Teresa Pelley, Laurie Lukken & Donald Chew)
