Sessions recorded LIVE at the Colorado Convention Center \u2022 April 29 \u2013 May 2, 2024 \u2022 Denver, Colorado USA<\/p>\n
GENERAL SESSIONS<\/p>\n
\u2022 Keynote: Reaching Your Next Summit: 7 Vertical Lessons to Lead in the Unknown (Manly Feinberg) \u00a9 2024 All Rights Reserved
\n\u2022 Keynote: BECOMING AN IDEA FACTORY: How to Turn Yourself (and Your Organization) Into an Innovation Machine (Kyle Scheele) \u00a9 2024 All Rights Reserved
\n\u2022 Keynote: DRIVE: Using Technology and Data to Get to Victory (Julia Landauer) \u00a9 2024 All Rights Reserved
\n\u2022 Keynote: Creating Human Connection and Community in the Era of Hybrid, AI, and Overwhelm (Adam Smiley Poswolsky) \u00a9 2024 All Rights Reserved
\n\u2022 Keynote: How to Overcome Challenges and be the UNSTOPPABLE You! (Alex Weber) \u00a9 2024 All Rights <\/p>\n
CONCURRENT SESSIONS<\/p>\n
\u2022 Session 101: The Infinite Service Desk: How to Stay Engaged in the Ever-Changing World of Technology (Chris Eder & Adam Hohbein)
\n\u2022 Session 103: Revolutionizing the Customer Experience: Duquesne University’s Journey from ITSM to ESM (Melissa Jackman, Mark Katsouros & Beth Barela)
\n\u2022 Session 104: Beyond Output: Transforming a Mindset to Drive Business Outcomes (Rocky McGuire)
\n\u2022 Session 105: The Transformative Impact of AI in the IT Industry (Alain Alvarez Legra)
\n\u2022 Session 106: The League of Legends: Crafting Your Superhero Dream Squad (Jessica Clarkson)
\n\u2022 Session 107: From Chaos to World Class: The Process Maturity Model (Joel Koh)<\/p>\n
\u2022 Session 201: The Forgotten Experience (Rae Ann Bruno)
\n\u2022 Session 202: Generative AI, Beyond the Hype: Planning Now for the Future (Stephen Paskel, Geanie Asante, & Quinn Karley)
\n\u2022 Session 203: Past, Present, and Future: The Digital Transformation of the Boeing Enterprise Help Desk (Angie Tobin & Emma Kuntz)
\n\u2022 Session 204: Thriving in a KCS-Driven Environment (Vickie Runyon)
\n\u2022 Session 205: Strategic Thinking: Keep Your Eye on the Ball, but Swing for the Fences (Steve Fullerton)
\n\u2022 Session 206: From Chaos to Calm: Mastering Disaster Recovery and Business Continuity (Michael Hanson)
\n\u2022 Session 207: An Improvement Roadmap to Service Excellence (Jeff Jensen)<\/p>\n
\u2022 Session 301: What XLAs Are Not (Doug Rabold)
\n\u2022 Session 302: Why Your Support Organization Should Use a Human-plus-ChatGPT Approach to Writing Customer Responses (Leslie OFlahavan)
\n\u2022 Session 303: The Zero Touch Service Desk: Myth or Reality? (Jeff Rumburg)
\n\u2022 Session 304: CSI: Continual Improvement (Vicki Rogers)
\n\u2022 Session 305: The Secrets of IT Support Success, Revealed! (Jill Webber & Jeremy Lipusch)\t<\/p>\n
\u2022 Session 401: First Class or Economy?: Not All Experiences Need to Be Great (Katrina Macdermid)
\n\u2022 Session 402: The Secret of Experience, Engagement and Evolution: XLAs and Beyond (PATRYCJA SOBERA & Davoud Pourhossein)
\n\u2022 Session 403: Unlearning IT: How Service Management Is Letting Your Business and Department Down (Matt Beran)
\n\u2022 Session 404: Intentional Onboarding to Boost Your Culture (Gina Montague)
\n\u2022 Session 405: From Help Desk to Boardroom: Climbing the Career Ladder with Effective Communication and Savvy Leadership (Allen Darrah)
\n\u2022 Session 406: Master Class in Support Excellence: Wisdom from Prominent HDI Business Associates (Deborah Monroe, Rae Ann Bruno, Randy Celaya, & Ric Mims)
\n\u2022 Session 407: The Heart of Knowledge: Sustainable Success (Janice Smith & Janice Smith)\t\t<\/p>\n
\u2022 Session 501: Total Experience Management: Unleashing Exceptional Connections (Jason Wischer & Kristi Lawrence)
\n\u2022 Session 502: CASE: Contact Anyway, Service Everyway (Tom McMahon)
\n\u2022 Session 503: Chasing Zero: How WCU Optimized ITSM to Maximize Team Performance (Michael Thomas, Paul Gargiulo, & JT Singh)
\n\u2022 Session 504: The Heart and Science of Support: Balancing People and Processes (Doug Tedder & Randy Celaya)
\n\u2022 Session 505: Finding Your Mentor: When Swiping Right Goes Wrong (Darryl Jacoby)
\n\u2022 Session 506: The (ITSM) World is not enough! (Alex Cosma)\t\t<\/p>\n
\u2022 Session 601: SBAR: A Simple, Concise Approach to Incident Documentation (Michael Eaton)
\n\u2022 Session 602: Drafting a Roadmap to Universal Service Management (Wade Javorsky & Wade Javorsky)
\n\u2022 Session 603: The Keys to the Successful Adoption of ITSM (Anthony Orr)
\n\u2022 Session 604: Managing Culture in Hybrid Workplaces, Across Time Zones and Around the World (Tony North)
\n\u2022 Session 605: Mastering the Art of Networking: Building Connections for Success (Liz Bunger)<\/p>\n
\u2022 Session 701: Activating Your Decoder Ring: Translating Tech Jargon into Meaningful Business Communications (Nancy Robinson)
\n\u2022 Session 702: Major Incidents and Outages: What to Do at 3 AM? (Arif Gheewala)
\n\u2022 Session 703: Crafting a Lean CMDB Strategy: Evaluate, Iterate, Repeat (Glen Hoffmann)
\n\u2022 Session 704: Mastering Asset Management: From Chaos to Control (Jean Clark)<\/p>\n
\u2022 Session 801: If You Want Something Done Right, Do It Yourself: The Hard Lesson of Delegation (Deborah Monroe)
\n\u2022 Session 802: Implementation Support Practitioner: Using Data Driving Decisions and Processes (Quinn Karley)
\n\u2022 Session 803: Service Desk Transformation: Four Case Studies (Kristi Lawrence, Jason Wischer, Teresa Pelley, Laurie Lukken & Donald Chew)<\/p>\n","protected":false},"excerpt":{"rendered":"
Sessions recorded LIVE at the Colorado Convention Center \u2022 April 29 \u2013 May 2, 2024 \u2022 Denver, Colorado USA GENERAL SESSIONS \u2022 Keynote: Reaching Your Next Summit: 7 Vertical Lessons to Lead in the Unknown (Manly Feinberg) \u00a9 2024 All Rights Reserved \u2022 Keynote: BECOMING AN IDEA FACTORY: How to Turn Yourself (and Your Organization) […]<\/p>\n","protected":false},"featured_media":1098,"comment_status":"closed","ping_status":"closed","template":"","meta":[],"_links":{"self":[{"href":"https:\/\/www.professionalprograms.net\/bookstore\/wp-json\/wp\/v2\/product\/1165"}],"collection":[{"href":"https:\/\/www.professionalprograms.net\/bookstore\/wp-json\/wp\/v2\/product"}],"about":[{"href":"https:\/\/www.professionalprograms.net\/bookstore\/wp-json\/wp\/v2\/types\/product"}],"replies":[{"embeddable":true,"href":"https:\/\/www.professionalprograms.net\/bookstore\/wp-json\/wp\/v2\/comments?post=1165"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.professionalprograms.net\/bookstore\/wp-json\/wp\/v2\/media\/1098"}],"wp:attachment":[{"href":"https:\/\/www.professionalprograms.net\/bookstore\/wp-json\/wp\/v2\/media?parent=1165"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}