Sessions recorded LIVE at The Mandalay Bay Resort \u2022 March 25-27, 2015 \u2022 Las Vegas, Nevada USA<\/p>\n
GENERAL SESSIONS<\/p>\n
Keynote 2: Turning Wine to Water (Doc Hendley) \u00a9 2015 All Rights Reserved
\nKeynote 4: Engagement 2.0 (Scott Stratten) \u00a9 2015 All Rights Reserved<\/p>\n
CONCURRENT SESSIONS<\/p>\n
Session 101 Senior Leadership: The View from Session 30,000 Feet, Gregg Gregory
\nSession 102 Leading Change: Kotter\u2019s 8-Step Model, Gary Case
\nSession 103 Problem Solving: Are You Asking the Right Questions?, Fancy Mills
\nSession 104 You Don’t Need a TV Show to Be an Undercover Boss, James Walker
\nSession 105 Multidimensional Metrics: Measuring Efficiency, Quality, and Value, Rae Ann Bruno
\nSession 106 Self-Service and Other Customer Support Myths, Brandon Caudle
\nSession 107 Benchmark Session 2014: Global Results for Desktop Support, Jeff Rumburg
\nSession 108 Control Shift: How Cloud Computing Is Changing Everything, Hank Marquis
\nSession 109 Reinforce Your Company\u2019s Brand: Brand Your Customer Service, Martha Brooke
\nSession 110 I Love This Place!, Stacey Morales
\nSession 201 Introducing Level 1.5, Jeff Ridge
\nSession 202 ITSM for Multinationals, Frederieke Winkler Prins
\nSession 203 Put the Quality into Your Quality Monitoring Scorecard, Fancy Mills
\nSession 204 Coaching Is Job One, Mary Cruse
\nSession 205 Tying Service Desk KPIs to Business Outcomes, Donna Knapp
\nSession 206 Leaving a Legacy: Transforming the Customer Experience, Manley Feinberg
\nSession 207 Performance Metrics for Desktop Support, Mike Hanson
\nSession 208 Combining Science and KCS to Change Behavior, Phil Verghis
\nSession 209 Implementing Remote Work in Your Support Organization, Joe Arechederra
\nSession 210 Where Is “Single-Job Bob”?, Michael McGaughey
\nSession 301 Making IT a Strong Strategic Business Partner, Troy DuMoulin
\nSession 302 The New Basics, Ivor Macfarlane
\nSession 303 Secrets of a Scrum Master: Agile Practices for the Service Desk, Donna Knapp
\nSession 304 Building a Dynamic Global Team, Jeanette Nabozny, Taffany Van Rossen
\nSession 305 Is That Fact or Opinion? Using Metrics for Continual Improvement, Michael Cardinal
\nSession 306 Team-Based Service: Providing a More Effective Experience, Gregg Gregory
\nSession 307 Does IT Have a Crystal Ball? A Case Study on Student Technology Use, Jill Beckman, Mike Javorsky
\nSession 308 Service Desk and Big Data: What’s Expected From You, Judy Benda-Schnurr, Robin Bell
\nSession 309 LinkedIn: How to Build Brand YOU, Brandon Caudle
\nSession 310 High Speed: Rolling Out a New Service Desk in Record Time, Sarah Flint , Mike Tessier<\/p>\n
Session 401 The Role of IT Leadership in Service and Support, Jeff Rumburg
\nSession 402 Changing the Game: Failure Is Not an Option, Julie Mohr
\nSession 403 Our Road Trip Down the Self-Service Highway, Kelly Doherty
\nSession 404 Becoming a Leader That Others Will Follow, Lea Brovedani
\nSession 405 Mastering the Mystery of IT Support Metrics, John Custy
\nSession 406 Starting from Scratch: The Path to Success, Aran McFarland
\nSession 407 The Best of the Best in Desktop Support, Mark Fitzgerald
\nSession 408 The Future of Work, Patrick Bolger
\nSession 409 How Do I Tell the Story?, Phyllis Drucker
\nSession 410 Improving the Customer Experience Through Desktop Support, Rae Ann Bruno
\nSession 501 CULTURE LEADER \u2013 CULTURE WARRIOR \u2013 CULTURE YOU, Kirk Weisler
\nSession 502 Banishing the Heroes from Your IT Kingdom, Kristie Magowan
\nSession 503 KCS Is the Gold Standard, but My Organization Has a Tin Cup, John Coles
\nSession 504 Big Impact, Low Cost: Show Me the Love!, Beth Jacobsen
\nSession 505 By the Dashboard Light, Mike Hanson
\nSession 506 Customer Experience and the Cloud: Managing the Experience, Risks, and Challenges, Julie Mohr
\nSession 507 Desktop Support and Data Breaches: The Unknown Dangers, Bryan Hood
\nSession 508 Services Made Clear, from Start to Service Catalog, Steve Smith
\nSession 509 Service Management Is a Competitive Advantage\u2026If You Do It Right, David Moskowitz
\nSession 510 Halliburton Achieves 98% Self-Service User Adoption Eliminating Help Desk Requests, O\u2019Shola Anjous, Bruce Lebitz
\nSession 601 What You Don’t Know Can Hurt You, John Reed, Mary Cruse
\nSession 602 From Cost Center to Investment Center, John Custy
\nSession 603 An Agile Approach to Creating Your Request Catalog, Phyllis Drucker
\nSession 604 Visualize, Energize, Mobilize: Building a Successful Team, Adrienne Du Brul
\nSession 605 Managing Cloud Service KPIs, Hank Marquis
\nSession 606 How to Have High-Quality Chats with Customers, Leslie O’Flahavan
\nSession 607 Mobility Changes Everything, Mark Fitzgerald
\nSession 608 Foresight Is Session 20Session 20: The State of the Technical Service and Support Industry, Craig Baxter
\nSession 609 Delivering the Ultimate User Experience, Judy Benda-Schnurr
\nSession 610 SPOC: The Key to Service Desk Success, Bren Boddy
\nSession 701 Should the Service Desk Report to the Business Manager?, Malcolm Fry
\nSession 702 Radical Incident Reduction: The Session 40-40-40 Program, Randy Steinberg
\nSession 703 Intelligent Swarming: Collaboration on Steroids, Greg Oxton
\nSession 704 The Culture Crux: Increasing Engagement, Innovation, and Accountability, Manley Feinberg
\nSession 705 Past and Present: 25 Years of Service Desk KPIs, Jeff Rumburg
\nSession 706 STEEL Pancakes, Lollipops, and Raving Fans: Creating the Ultimate Customer Experience, Kirk Weisler
\nSession 707 Operation Transformation: Delivering Efficient and Effective Concierge Services at Emory Healthcare, Mary Kay O’Brien, Lionel Clark
\nSession 708 Service Desk Mobility: Who Needs a “Desk”?, Dewayne Dillard
\nSession 709 Service Management Beyond ITIL, Mart Rovers
\nSession 710 Who Is Your Team?, Jacque Rowden
\nSession 801 The Future Business Model\u2026Does IT Support Exist, Matt Hooper
\nSession 802 We\u2019re Not in Kansas Anymore: ITIL and ITSM in the Age of the Cloud, Lou Hunnebeck
\nSession 803 At the Service Desk, Good Enough Isn’t Nearly Enough. Julie Lemke
\nSession 804 Live with Randy and Fancy: Exposing the Workforce Management Process, Fancy Mills, Randy Celaya
\nSession 805 Metrics: Change Agents in IT Service and Support, Roy Atkinson
\nSession 806 Humanizing IT Support, Mark Fitzgerald
\nSession 807 How to Reduce Costs While Maintaining Client Satisfaction, Stacy Gianoulis, Jill Beckman
\nSession 808 KCS: Beyond IT and into the Business Environment, Stephanie Gloden, Steve McMillan
\nSession 809 The \u201cO\u201d Word: Why Outsourcing May Be Viable, Skip Goodwillie
\nSession 810 The Power of Positive Influence, George Diorio<\/p>\n","protected":false},"excerpt":{"rendered":"
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