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Sunday,  March 6, 2005

8:00am - 5:00pm

 2 Day Pre-Conference Workshops
 
Pre 1
Help Desk Analyst Boot Camp (HDA)
Virginia Scuderi,
Competitive Advantage, Inc.
 
 
Pre 2
Help Desk Manager (HDM)
John Custy,
JPC Group, Ric Mims,
Global Help Desk Services, Inc., Kristin Robertson,
KR Consulting, Inc.
 
 
Pre 3
Support Center Director 101 (SCD)
Judy Benda,
PCHowTo, Keith Gibson,
 
 
Pre 4
HDI Knowledge Management Foundations Workshop: KCS Practices
Rick Joslin,
IHS Support Solutions
 
 
Pre 10
ITIL IT Service Management Essentials
 

Monday, March 7, 2005
8:00am - 3:00pm 2 Day Pre-Conference Workshops Continued
   
8:00am - 3:00pm 1 Day Pre-Conference Workshops
 
Pre 5
The Help Desk Audit: Blueprint for Success
Julie L. Mohr,
Pomeroy IT Solutions
 
 
Pre 6
Culture Vision! Looking at Team Culture and Team Building in a Whole New WAY!!
Kirk Weisler,
Help Desk Institute
 
 
Pre 7
Leadership: The "No Excuse!" Approach
Jay Rifenbary,
Rifenbary Training & Development Center
 
 
Pre 8
Engineering Service Delivery for Your Environment
Joel Ramseyer,
Diagonal Group, LLC, Jennifer Streitwieser,
Diagonal Group, LLC
 
 
Pre 9
Maximizing Process Impact Through Automation
George Spalding,
Pink Elephant
 
   
12:00pm - 3:30pm HDI Local Chapter Officers Meeting
   
3:10pm - 3:45pm Conference Optimizer and Novice Networking with Mark Rosenberger
   
4:00pm - 5:30pm Opening General Session
Keynote: The Dilbert Factor, Scott Adams
   
5:30pm - 8:00pm “The Discovery Zone” Expo Open and Conference Welcome Reception

Tuesday, March 8, 2005
7:00am - 8:00am Continental Breakfast and Daybreak Discussions
8:15am - 9:30am General Session
Keynote: The Five Most Important Technologies of the Next Decade, Leo Laporte
9:45am - 11:00am Session Block 1
 
101
Change to Win: Viewing IT through a Business Lens
Brian Bell,
BMC Software
 
 
102
Consolidating Multiple Service Lines
Brian Martin,
Intel Corporation
 
 
103
The Strategic Power Triangle: The Next Generation Service Desk
Brenda Iniguez,
Pink Elephant
 
 
104
The Knowledge Management Maturity Model
Rick Joslin,
IHS Support Solutions
 
 
105
And Now for Something Completely Different
Doug Whittle,
The Diagonal Group, LLC
 
 
106
Vertical Visions: Government Customer Support
Richard Riggs,
The Titan Corporation
 
 
107
Building Today's Help Desk
Katherine Spencer Lee,
Robert Half Technology
 
 
108
A New Age of Passion from an Old School of Thought
Art Coombs,
KomBea Corp.
 
 
109
Tools Maximization: A Foundation for Success
Judy Benda,
PCHowTo
 
 
110
Cost Control AND High Customer Satisfaction: The Possible
Ken Wells,
Siebel Systems
 
 
111
Real HD: Mapping Out Help Desk Processes
Julie L. Mohr,
Pomeroy IT Solutions
 
 
112
Discoveries in Depth: SLM-The Cornerstone of Process Maturity, Part 1
Char LaBounty,
LaBounty & Associates, Inc
 
 
113
Knowledge-Centered Support (KCS): Best Practices for Knowledge Management
David Kay,
DB Kay & Associates, Mark Angel,
Kanisa, Inc.
 
11:15am - 12:30pm Session Block 2
 
201
Don’t Gamble with Your Future
Greg Oxton,
Consortium for Service Innovation
 
 
202
Blindsided!
Jim Harris,
Strategic Advantage
 
 
203
Support Behind the Club
Marty Woodford,
TaylorMade adidas Golf Company
 
 
204
Maintaining Data Integrity at the Help Desk
Jeff Battaglino,
Commerce Bancorp.
 
 
205
Sustaining Change in a Change Resistant Environment
Mark Rosenberger, CSP,
WOW! Performance Coaching, Inc.
 
 
206
Vertical Visions: The Future of Software Support
John Custy,
JPC Group
 
 
207
Go Ahead. Don’t Train Your People!
Tim Nelson,
Brown Bag Training
 
 
208
"No Excuse!" Teaming: Implementing Self-responsible Work Teams
Jay Rifenbary,
Rifenbary Training & Development Center
 
 
209
Maximizing the Support Tools Infrastructure
Michael Devaney,
 
 
210
Project Genesis: Optimizing Customer Service Across All Channels
Kenny Bunnell,
Novell
 
 
211
Developing an Effective Support Structure
Kristin Robertson,
KR Consulting, Inc.
 
 
212
Discoveries in Depth: Implementing SLM in a High Tech Company, Part 2
Peggy Gerace-Roosa,
Earthlink, Inc., Willa Fabian,
Earthlink, Inc.
 
 
213
How to Get Your Customers to Use Self-service
Kam Akrami,
UniPress Software
 
12:00pm - 6:30pm “The Discovery Zone” Exhibit Hall Open
12:30pm - 2:30pm "Discoverer's" Luncheon and Executive Networking
   
12:30pm - 2:30pm Lunch
2:30pm - 3:45pm The Visionaries Sessions
 
V1
Thinking in Future Tense
Jennifer James,
Jennifer James, Inc.
 
 
V2
Avoiding the Nine Biggest Presentation Mistakes
Terri Sjodin,
Sjodin Communications
 
 
V3
Maintaining a Winning Spirit
Ed Foreman,
Executive Development Systems, Inc.
 
4:00pm - 5:15pm Afternoon of Discovery
 
D-1
"The Discoverers" Executive Networking
Doug Whittle,
The Diagonal Group, LLC
 
 
D-2
HDI Local Chapter Discovery Zone
Mary Cruse,
Cardinal Health Automation and Information Services
 
 
D-3
Global Support: Top Five Issues and Solutions
Philip Verghis,
The Verghis Group, Inc.
 
 
D-4
Outsourcing Unplugged
Kristin Robertson,
KR Consulting, Inc.
 
 
D-5
Knowledge Management Unplugged
Rick Joslin,
IHS Support Solutions
 
 
D-6
Tools and Tips to Enhance Team Performance
Mark Rosenberger, CSP,
WOW! Performance Coaching, Inc., Greg Cortopassi,
Launch Your Dreams
 
 
D-7
Certifying Your Support Center: An Inside Look
Carrie Higday-Kalmanowitz,
HDI
 
 
D-8
Whose Management Line Is It Anyway
Art Coombs,
KomBea Corp., Kirk Weisler,
Help Desk Institute
 
 
D-9
A Six Sigma Workshop: Applied Concepts
Dr. Fred Van Bennekom,
Great Brook Consulting
 
 
D10
SQL Workshop for Help Desk Managers
Jeff Davis,
TheJeffDavis.com
 
 
D11
Assembling Key Performance Statistics From Support Magic
Tony Krasinski,
Erie Insurance Group
 
 
D12
What You Don’t Know CAN Hurt You! The Importance of Information in Service Management
Martyn Birchall,
Peregrine Systems
 
 
D13
Viewing, Managing & Securing Your Help Desk's Remote Control Usage More Efficiently, From One GUI
Duncan Temple,
Funk Software, Inc.
 

Wednesday,  March 9,  2005
7:00am - 8:00am Continental Breakfast and Daybreak Discussions
8:15am - 9:30am General Session
Keynote: The Likeability Factor Tim Sanders
9:45am - 11:00am Session Block 3
 
301
Transforming into a Global IT Service Organization
Christof Recknagel,
Boston Consulting Group
 
 
302
Making Support the Competitive Differentiator
Claire Gribbin,
Primus Knowledge Solutions, Inc., Lala Mamedov,
VeriSign Payment Services
 
 
303
We are Aware and We Care: Implementing Customer Care at Blue Cross Blue Shield
Anna Guy,
Blue Cross and Blue Shield of Florida, Inc.
 
 
304
Disaster Recovery Planning for the Support Center
Jeff Davis,
TheJeffDavis.com
 
 
305
Quality-based Performance: Changing the Culture
Dawn Roussey,
FedEx Express, Jeni McCreary,
FedEx Express
 
 
306
Vertical Visions: Technology Support in Higher Education
Mark Fitzgerald,
Brigham Young University
 
 
307
Can You Hear Me Now?
Joel Ramseyer,
Diagonal Group, LLC
 
 
308
Discovering Your Heart, Mind and Soul of EXTREME Leadership
Dave Timmons,
EXTREME Leadership Solutions
 
 
309
Getting on the IT Service Management Bandwagon Isn't as Scary as You Think
Robert Stroud,
Unicenter Service Management, Computer Associates Int., Don McGinnis,
itSMF USA
 
 
310
Self Service Effectiveness: It’s All About the Users
David Kay,
DB Kay & Associates
 
 
311
Tool Selection 101
Jennifer Streitwieser,
Diagonal Group, LLC
 
 
312
Discoveries in Depth: Building a Grassroots Continual Improvement Program, Part 1
Dave Northcutt,
IBM Global Services
 
 
313
Off-Shore Sourcing: A Problem for the Economy or Election-year Hype?
Gary Griffiths,
Everdream
 
11:15am - 12:30pm Session Block 4
 
401
Understanding the Business-within-the-Business
Dean Meyer,
N. Dean Meyer and Associates, Inc.
 
 
402
Does ITIL Make the Service Desk More Important?
Malcolm Fry,
Remedy, A BMC Software Company
 
 
403
Making Co-sourcing Work at Ford Motor Company
Kevin Blackmore,
Ford Global Help Desk, Tami Schultz,
TechTeam
 
 
404
Leveraging Virtual Call Center Teams to Improve Service Delivery
Georgeann Beville,
BMC Software
 
 
405
Vertical Visions: Banking & Financial Services - Building a World-class Back Office
Bob Barnes,
JP Morgan Chase and Company
 
 
406
How to Market the Value of Support
Paul Dooley,
Optimal Connections, LLC
 
 
407
Workforce Morale in a Global Service Environment
Darin Vandecar,
Intel Corporation
 
 
408
Intentional Service
Greg Cortopassi,
Launch Your Dreams
 
 
409
Networking 101 for Non-Technical Professionals
Todd Lammle,
GlobalNet Training, Inc.
 
 
410
Knowledge-powered Support
Beth-Anne Dancause,
Northeastern University, Scott Schwartzman,
ServiceWare Technologies, Inc.
 
 
411
Troubleshooting 101: Effective Information Gathering Techniques
Martha Lundgren,
Texas Association of School Boards
 
 
412
Discoveries in Depth: Continual Improvement Techniques for Customer Service Professionals, Part 2
Dave Northcutt,
IBM Global Services
 
 
413
Parature Case Study: Enhancing the Customer’s Experience to Improve Support Metrics
Ling Richardson,
Webroot
 
12:00pm - 2:30pm "The Discovery Zone" Expo Hall Open
   
12:30pm - 2:30pm Lunch
   
1:45pm - 2:15pm "The Discovery Zone" Expo Hall Giveaway
   
2:30pm - 3:45pm The Visionaries Sessions
 
V4
Industry Perspectives and HDI Update
Ron Muns,
HDI
 
 
V5
TOUCH-nology: Best Practices for World's Most Successful Virtual Leaders
Jaclyn Kostner, Ph.D.,
Bridge the Distance, Inc.
 
 
V6
Happily Ever After: Giving Your People a Story to Tell
Kirk Weisler,
Help Desk Institute
 
4:00pm - 5:15pm Session Block 5
 
501
Help Desk TCO: Revealing Best Practices
Steve Cain,
Gartner, Inc. , Chris Farver,
Pomeroy IT Solutions
 
 
502
Outsourcing IT Infrastructure Support with Virtual Teams
Theresa Tolkinen,
ING US Financial Services, David Fletcher,
IBM Global Services
 
 
503
Security Issues and the Service Desk
George Spalding,
Pink Elephant
 
 
504
In the Customer's Eye: Measuring Service Effectiveness
Dr. Fred Van Bennekom,
Great Brook Consulting
 
 
505
Project Management for Help Desk Professionals
Ric Mims,
Global Help Desk Services, Inc.
 
 
506
Seven Rules for Mission-critical Support
Arun Shukla,
Kepner-Tregoe, Inc.
 
 
507
Successfully Managing a Multigenerational Workforce
Dianne Durkin,
Loyalty Factor, LLC
 
 
508
The Sound of Quality: Keys to Effective Call Monitoring
Mary Cruse,
Cardinal Health Automation and Information Services
 
 
509
Measuring Support Automation Success in Real-time
William Mahan,
Marriott International, Michael Lehane, Ph.D.,
SupportSoft, Inc
 
 
510
E-support Tools: Maximizing Impact
Thomas Smetana,
Spherion
 
 
511
Service Desk Metrics: Garbage In—Garbage Out
Gary Case,
Pink Elephant
 
 
512
Irresistible Marketing Tactics for Your Support Center
Heather Donnelly,
Computer Sciences Corporation
 
 
513
Performance Metrics, Early Warning Systems and Building a Service Management Showcase: A How-to Guide
Christopher Dean,
PureShare, Inc.
 
7:00pm - 10:00pm Conference Party

Thursday,  March 10, 2005
7:00am - 8:00am Continental Breakfast and Daybreak Discussions
8:15am - 9:30pm Session Block 6
 
601
IT Governance Unraveled
Troy DuMoulin,
Pink Elephant
 
 
602
The Four Eyes to Nurturing Your Customers
Eric Rabinowitz,
Dema Education
 
 
603
Journey from Ordinary to Best-in-Class: Saudi Aramco Support
Fawzi Al-Matar,
EXPEC Computer Center, Saudi Aramco, Hamad A. Al-Ghuwainim,
Saudi Aramco
 
 
604
Secrets to Successful Web Self-Service
James Irion,
Dell, Inc.
 
 
605
Next Generation Global Business: Getting High Performance Virtually
Jaclyn Kostner, Ph.D.,
Bridge the Distance, Inc.
 
 
606
Vertical Visions: The Open Door
 
 
607
Shaken, Not Stirred: Mixing Correct Data to Determine Staffing
Jeanette McGillicuddy,
Pomeroy IT Solutions
 
 
608
Leading the Seven Dwarves: It’s Harder Than You Thought!
Joanne Smikle,
Smikle Training Services
 
 
609
Developing a Ubiquitous Support Environment with FAQs
Kaneto Kanemoto,
OKWeb, Inc., Tatsumi Yamashita,
HDI-Japan
 
 
610
The Next Phase in Identity Management: Extended Provisioning
Kurt Johnson,
Courion Corporation
 
 
611
Calming the Chaos of a Reactive Help Desk
Stephen Sellaro,
J.B. Hunt Transport Inc.
 
 
612
Discoveries in Depth: Technology Deployment in the Mobile and Wireless World, Part 1
Todd Lammle,
GlobalNet Training, Inc.
 
 
613
Move Your Support Desk to ITIL and Beyond
Kevin Smith,
FrontRange Solutions
 
9:45am - 11:00am Session Block 7
 
701
Getting Started with Peer Support Communities