Sessions recorded LIVE at The Loews Sapphire Falls Resorts \u2022 November 19-21, 2024 \u2022 Orlando, Florida USA<\/p>\n
KEYNOTES<\/p>\n
\u2022 Keynote Speaker: Mastermind Industry Panel: Service Management 2025 (Randy\tCelaya, Peter McGarahan, Ric Mims, & Tony North) \u00a9 2024 All Rights Reserved
\n\u2022 Keynote Speaker: How Generative AI Will Affect the Future of Work (Crystal Washington & Gianmarco Rubino) \u00a9 2024 All Rights Reserved
\n\u2022 Keynote Speaker: Culture is the Way: How Leaders at Every Level Build an Organization for Speed, Impact and Excellence (Matt Mayberry) \u00a9 2024 All Rights Reserved
\n\u2022 Keynote Speaker: AI in Service Management: New Data Separates Hype vs Reality (Eugene Polar) \u00a9 2024 All Rights Reserved<\/p>\n
CONCURRENT SESSIONS<\/p>\n
\u2022 Session 101: Quality Results \u2013 Adding the Positive to Quality Control and Removing the Metrics (Calen Sifferman)
\n\u2022 Session 103: How the Service Desk Fight Fraud, Improve Performance, and Promote Engagement at the World’s Largest Credit Union (Don Varela)
\n\u2022 Session 104: Agile Framework with Lean Methodologies (Tony North)
\n\u2022 Session 105: Making Your Business Case: How to Influence Your Organization to Act (Lou Hunnebeck)
\n\u2022 Session 106: Meet, Greet and Repeat: Service Management Speed Networking (Erica Marois)<\/p>\n
\u2022 Session 201: K-12 Education Doesn’t Have to Suffer – Case Study (Anthony Bateson, Erik Carlson, Alyse Hill, & David Pietrs)
\n\u2022 Session 202: The Anatomy Of a Coaching Session: Develop High Impact Performance (Deborah Monroe)
\n\u2022 Session 203: Service Management Myth Busters (Matt Beran, Rae Ann Bruno, Angee Phong, & Doug Tedder)
\n\u2022 Session 205: Building an Experience-Centered Service Culture in IT (Joseph Fugere)
\n\u2022 Session 206: Building a Service Management AI Strategy (Josh Streets)<\/p>\n
\u2022 Session 301: An Evolutionary Approach to Revolutionizing Experience Management (Neil Keating)
\n\u2022 Session 302: Is Governance a Naughty Word? (Greg Sanker)
\n\u2022 Session 303: The Heart of Knowledge: Strategies to Build Trust and Improve Efficiency (Rebecca Mark & Janice Smith)
\n\u2022 Session 304: AI and ITIL: How AI is Supercharging ITIL Maturity (Jeff\tRumburg)
\n\u2022 Session 305: The Unfair Expectations of ITSM (Wesley Eugene)
\n\u2022 Session 306: The Experience Approach to Transforming IT’s Impact on Employee Happiness and Productivity (Rae Ann Bruno)\t<\/p>\n
\u2022 Session 401: Revolutionizing the Customer Experience: Duquesne University’s Journey from ITSM to ESM (Melissa Jackman & Mark Katsouros)
\n\u2022 Session 402: What Will “XLA 3.0” Look Like and Why Should I Care? (Patrick von Schlag)
\n\u2022 Session 404: Service Desk Transformation – Four Case Studies (Donald Chew, Kristi Lawrence, Laurie Lukken, Teresa Pelley & Jason Wischer)
\n\u2022 Session 405: Elevating Onboarding with XLAs: A Facilitated Exercise to Build an Onboarding XLA (Rae Ann Bruno & Neil Keating)
\n\u2022 Session 406: Visualizing Value: How Adding Visualizing Work Improves Everything! (Matt Beran)\t<\/p>\n
\u2022 Session 501: Structure, Skill, Service: The ITSM Success Trifecta (Nat McLaren)
\n\u2022 Session 502: The Business of Business Is the Business of IT (Roy Atkinson)
\n\u2022 Session 503: Getting Started with an Innovative Service Portal (Phyllis Drucker)
\n\u2022 Session 504: Data Analytics: Equipping the Organization to See More Than Just Flashy Charts (Rachel Mulry)
\n\u2022 Session 505: Unpacking “The Sticky Stuff” and Magnifying Your Impact (Kirk Weisler)<\/p>\n
\u2022 Session 601: Break it Down to Build it Up: Strategies for Unlocking Your Team’s Full Potential (Beth Woods)
\n\u2022 Session 603: Escape Service Degradation – An Interactive Major Incident Experience (Caitlin Price & Jessica Szalla)
\n\u2022 Session 604: Two Ways that Gen AI Is Already Impacting the Support Process (Weston Morris)<\/p>\n","protected":false},"excerpt":{"rendered":"
Sessions recorded LIVE at The Loews Sapphire Falls Resorts \u2022 November 19-21, 2024 \u2022 Orlando, Florida USA KEYNOTES \u2022 Keynote Speaker: Mastermind Industry Panel: Service Management 2025 (Randy Celaya, Peter McGarahan, Ric Mims, & Tony North) \u00a9 2024 All Rights Reserved \u2022 Keynote Speaker: How Generative AI Will Affect the Future of Work (Crystal Washington […]<\/p>\n","protected":false},"featured_media":1140,"comment_status":"closed","ping_status":"closed","template":"","meta":[],"_links":{"self":[{"href":"https:\/\/www.professionalprograms.net\/bookstore\/wp-json\/wp\/v2\/product\/1178"}],"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=1178"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.professionalprograms.net\/bookstore\/wp-json\/wp\/v2\/media\/1140"}],"wp:attachment":[{"href":"https:\/\/www.professionalprograms.net\/bookstore\/wp-json\/wp\/v2\/media?parent=1178"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}