Sessions recorded LIVE at the MGM Conference Center \u2022 May 17 – 20, 2022 \u2022 Las Vegas, Nevada USA<\/p>\n
GENERAL SESSIONS
\n\u2022 General Session: The Great Programmable Subconscious: Using Hypnosis to Set Your GPS for Success (Wayne Lee) \u00a9 2022 All Rights Reserved
\n\u2022 General Session: Beyond Happiness: Why Purpose Is the Secret to Team Performance (Jenn Lim) \u00a9 2022 All Rights Reserved
\n\u2022 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) \u00a9 2022 All Rights Reserved
\n\u2022 General Session: Expectation and the Predetermined Outcome: A View Through the Blue (Randall Jaynes) \u00a9 2022 All Rights Reserved<\/p>\n
CONCURRENT SESSIONS<\/p>\n
\u2022 Session 101: The Importance of Being a Servant Leader Pete McGarahan, Rick Mims, Monica Morrison, Anthony Orr & Doug Tedder
\n\u2022 Session 102: Incident, Problem, and Change, Oh My!: Our Yellow Brick Road of Process Vicki Rogers
\n\u2022 Session 103: The Challenges of Providing White-Glove Support to a Growing Company Chris Eder
\n\u2022 Session 104: Going Beyond the Numbers to Improve the Employee Experience Rae Ann Bruno
\n\u2022 Session 105: In Harmony: Blending ITIL Best Practices and ITSM Tools Mike Cardinal & Donna Knapp
\n\u2022 Session 106: Find Your North Star: How a Strong Organizational Culture Makes Anything Possible! Kathy Breitenbach, Paul Honsey, Phoebe Johnson & Larry Storey
\n\u2022 Session 107: Transformation Beyond IT: Interdepartmental Collaboration and System Change Patti Blackstaffe
\n\u2022 Session 108: Customer Success Secrets That Transform the IT Experience Maddie Blumenthal
\n\u2022 Session 109: Take 5: What You Should Address Next Phyllis Drucker<\/p>\n
\u2022 Session 201: The State of the Industry in 2022 Tim McElgunn
\n\u2022 Session 202: Stars, Role Players, and Benchwarmers: 3 Players Every Leader Will Lead NJ Robinson
\n\u2022 Session 203: Robotics and AI in the ITSM World Mauricio Corona
\n\u2022 Session 204: Inspiration Through Aspiration: Engage High-Performing Teams and Rock Customer Communication Sabrina Eigner
\n\u2022 Session 205: Experience Management, Vol. 2: Still Rocking Your Support World Alan Nance
\n\u2022 Session 206: The Three Dimensions of Cyber-Security and Service Operations David Moskowitz
\n\u2022 Session 207: Getting Change Management Right. Again. Greg Sanker
\n\u2022 Session 208: Are Your Metrics Telling the Right Story? Doug Tedder\t<\/p>\n
\u2022 Session 301: Succeeding in the Hybrid Workplace Rae Ann Bruno, Gina Montague, Weston Morris, Alan Nance & Angee Phong
\n\u2022 Session 302: ITIL Hacks That Work!: Fast-Track Your Way to ITIL Maturity Jeff Rumburg
\n\u2022 Session 303: When Great SLAs Don’t Work\u2026and What to Do About It David Cannon
\n\u2022 Session 304: The Art of the Business Case: 5 Minutes to Glory Stephen Paskel
\n\u2022 Session 305: Supplier Management: Partnering for Success Roger Knop & Angie Tobin
\n\u2022 Session 306: OMG! It’s True!: How to Achieve Radical Incident Reduction In Less Than 3 Months Randy Steinberg
\n\u2022 Session 307: Diversity, Equity, and Inclusion: IT Matters! Christopher Chagnon & Marie DiRuzza
\n\u2022 Session 308: Boosting Employee Wellness Amber Jenson<\/p>\n
\u2022 Session 401: Optimize Before You Automate: Why and How Roy Atkinson, Rae Ann Bruno, Vicki Rogers, Greg Sanker & Doug Tedder
\n\u2022 Session 402: Desktop Support in a Hybrid Workforce Environment Anna McBride
\n\u2022 Session 403: Optimizing Success: The Performance Office Paul Fordiani
\n\u2022 Session 404: 5 Writing Skills Tech Support Pros Never Thought They’d Need, but They Do Leslie O’Flahavan
\n\u2022 Session 405: The Journey to Bring on a New ITSM Solution Mitch Bryant
\n\u2022 Session 406: The Death Star Wasn’t Built in a Day: Leadership Lessons from “Star Wars” Tom Wilk
\n\u2022 Session 407: Managing the Flow of Feedback Donna Knapp
\n\u2022 Session 408: The 5 Elements to Maximize Value Kenneth Wendle\t\t<\/p>\n
\u2022 Session 501: ITIL4: The New Frontier Jeffrey Tefertiller
\n\u2022 Session 502: Do Touch the Red Button Kirk Weisler
\n\u2022 Session 503: Customer Experience and Customer Service: What’s the Difference? Doug Rabold
\n\u2022 Session 504: How to Coach the Underperformer Glenn Cruz
\n\u2022 Session 505: Lessons Learned from Building a Self-Service Content Architecture Kathy Clemens
\n\u2022 Session 506: Just Push Play: Building Relationships with MSP Clients LeRoy Bray
\n\u2022 Session 507: Level Up: How Streamers and Gaming Can Change ITSM Christopher Chagnon
\n\u2022 Session 508: Measuring Success: A Metrics Primer Edward Gray\t<\/p>\n
\u2022 Session 601: The CX Dating Game Nate Brown
\n\u2022 Session 602: Tapping the Potential of Self-Service: Success Factors from the Overachievers! Jeff Rumburg
\n\u2022 Session 603: Strategic Service Leadership: Creating Business-Relevant Services, Culture, and Value Pete McGarahan
\n\u2022 Session 604: Service Desk Agility: Is That a Thing? Ric Mims
\n\u2022 Session 605: Swarming 2.0: Using KIT Principles to Solve Complex Problems Phil Verghis
\n\u2022 Session 606: Adapting to the Ever-Changing Workplace Patti Blackstaffe
\n\u2022 Session 607: Organizational Change Management: From Planning in the Huddle to Executing on the Field Jason Wischer<\/p>\n
\u2022 Session 701: Powering Up Your Organization with 21st-Century Knowledge Management Roy Atkinson
\n\u2022 Session 702: The Customer Experience Cram Session Nate Brown
\n\u2022 Session 703: The Path to Service Desk Maturity Michael Hanson & Angee Phong
\n\u2022 Session 704: A Fresh Look at SLAs Jeffrey Tefertiller
\n\u2022 Session 705: When It Comes to Support Analysts, “Empowerment” Is a Meaningless Term Leslie O’Flahavan
\n\u2022 Session 706: Leadership With E’s: Leading by Letting Go Doug Rabold
\n\u2022 Session 707: Surveys That Actually Work Matt Beran<\/p>\n
\u2022 Session 802: CX in Digital World: Juggling Productivity and Happiness Ariana Bucio
\n\u2022 Session 803: Can’t Stop the Signal: Noise Cancellation and the Support Center at SRS Distribution Collin Pennington
\n\u2022 Session 804: CMDB Governance: It Doesn’t Have to Be Rocket Science Glen Hoffmann
\n\u2022 Session 805: A Transformation Tale: How One Company Reinvented Its Support Culture Niko Miller & Tammy Ward<\/p>\n","protected":false},"excerpt":{"rendered":"
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