|
Track Title |
Building a
Master Plan for Unparalleled Leaders |
High Touch Focus on People |
Technology &
Trends |
Achieving
Excellence Through ITIL Best Practices |
|
Track Chair |
Brad Worthley
Brad Worthley Intl. |
Dru Phelps
Benchmarkportal.com |
Ernie Hayden
Port of Seattle |
Brenda Iniguez
Pink Elephant |
|
Wednesday,
October 26th |
|
7:30 - 8:30 AM |
Registration
& Continental Breakfast / Orientation for New Managers /
Attendees |
|
8:30 - 9:00 AM |
Welcome &
Introduction with the Conference Chair, Ivy Meadors |
|
9:00 -10:00 AM |
FEATURED
KEYNOTE ADDRESS: Eric Chester |
|
10:00 -10:20 AM |
Networking
Break, Meet featured speaker & book autographing |
|
10:30 - 11:45 AM |
Seeds of
Innovation for the Support Industry
Patrick Bultema |
The Best Service is No
Service
Bill Price |
Peregrine Case Study
Martyn Birchall |
Improving Services By
Implementing Service Level Management Char LaBounty |
|
11:45 -1:00 PM |
NETWORKING
LUNCHEON |
|
1:00 -1:50 PM |
KEYNOTE
ADDRESS: Ivy Meadors "10 Seconds to Hello" |
|
2:00-2:50 PM |
Starbucks Case Study: Bridging the
Communication Gap between Level 1 and Advanced Support
Groups
Mary Lou Blakely |
Case Study: The Delta Dental
Support Center - Successes and Challenges
Brandon Caudle and Robin Beland |
ITIL Workshop
Knowledge
Management: ITIL's Missing Link?
George Spalding and Rick Joslin |
|
3:00-3:50 PM |
Radical Leadership
Solutions - "Rapid Fire" Mary Kay Wegner & Pete McGarahan |
Building a Business Case for
Selling ITIL within your organization
Malcolm Fry |
Phishing, Pharming
& Worms; Security Issues Faced
by Today’s Help Desk Professional
Ernie Hayden |
|
4:00 - 6:00 PM |
COCKTAIL RECEPTION AND PRODUCT
SHOWCASE PREMIER |
|
Thursday,
October 27th |
|
8:00 - 8:50 AM |
Mastermind
Sessions & Continental Breakfast |
|
9:00 - 9:50 AM |
Keynote
Address: Blueprint for Success: Creating a Superior Customer
Experience
Brad Worthley, Brad Worthley International |
|
10:00 -11:15 AM |
Achieving Strategic Leadership
Thinking Pete McGarahan |
User Provisioning and Identity
Management
Bridget Callahan |
Interactive Intelligence
Case Study |
How To Get An ITIL Initiative
Started Harpreet Virdee |
|
11:30 - 2:30 PM |
LUNCHEON AND PRODUCT SHOWCASE
ROUNDTABLE NETWORKING DISCUSSIONS ON SHOW FLOOR |
|
2:30 - 3:45 PM |
Leadership Workshop
Outstanding Leadership in a
Service Culture
Brad Worthley |
Utilizing ITSM technology
across the organization to improve employee satisfaction
Melinda Uhland |
Assuring Quality in the Help
Desk's only Product: Knowledge Management
Rick Joslin |
Immediate Wins For ITIL
Implementation George Spalding |
|
4:00 - 5:15 PM |
Don't
Just Manage...Be a Player at the Big Table
Brenda
Iniguez |
Use of Technology for Advanced
Support Options
Dan Rickwalder |
ITIL Case Study:
The ROI of
Service Management
Pemco
Jed Woodward |
|
6:00 - 9:30 PM |
Exclusive:
Bonus Networking Event Night Prowl at the San Diego Zoo
Only $45 per person (family members welcome!)
See flyer for more details
Night
Prowl is sold out. |
|
Friday, October
28th |
|
8:00 - 8:50 AM |
Mastermind
Sessions & Continental Breakfast |
|
9:00 - 10:15 AM |
SLA / OLA
Workshop
Develop an
actual outline to build your own service agreement
Eric Rabinowtiz |
Panel: Best of Breed Government
Help Desks
Moderator: Mary Kay Wegner |
The
Technology Behind the Business
Ivy Meadors
|
ITIL Case Study
IT Leadership Best
Practices At Lockheed-Martin
Richard
Hanke |
|
10:30 - 11:45 AM |
Hiring, Firing, Inspiring
Zoe Stamolis |
How to Audit Your Own Help Desk
Practice
Donna Holt |
ITIL Case Study:
Incident and Problem Management: The Internal Conflict
Autodesk
Brandon Bell and Todd Fong |
|
12:00 - 12:50 PM |
CLOSING KEYNOTE ADDRESS: The
Joy of Plumbing: How the Infrastructure of our Home Governs
the Network,
George Spalding |
|
1:00 - 1:30 PM |
Closing Remarks - Ivy Meadors
and Mary Kay Wegner |
