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3-Day Pre-Conference Certification Workshops
Pre-Con 1
Help Desk Manager (HDM)
Certification Course
John Custy,
JPC Group
2-Day Pre-Conference Certification Workshops
Pre-Con 2
Help Desk Analyst Boot Camp (HDA)
Certification Course
Virginia Scuderi,
Competitive Advantage, Inc.
Pre-Con 3
Support Center Team Lead (SCTL)
Certification Course
Eric Rabinowitz,
Dema Help Desk
Pre-Con 4
Knowledge Management Foundations: KCS Principles
Rick Joslin,
IHS Support Solutions
Pre-Con 5
ITIL IT Service Management Essentials
Certification Course
George Spalding,
Pink Elephant
1-Day Pre-Conference Workshops
Pre-Con 6
The Help Desk Audit: Blueprint for Success
Julie Mohr,
BlueprintAudits.com
Pre-Con 7
CSI Support Desk: A Culture Scene Investigation
Kirk Weisler,
HDI
Pre-Con 8
Project Management Competencies
Gerald D. Smith,
MJS & Associates, LLC
Pre-Con 9
You Want Me to Build What?: A Support Simulation Workshop
Scott Koon,
Mayo Clinic
Pre-Con 10
Balanced Scorecard Service Model
Mark Ellis,
Kronos Incorporated
Pre-Con 11
What Every Call Center Professional Needs to Know
Lori Bocklund,
Strategic Contact, Inc.
Pre-Con 12
Director’s Guide to Developing a Top-tier Support Team
Marta Scolaro,
JohnsonDiversey, Mary Cruse,
Cardinal Health
Pre-Con 13
Engineering ITIL Service Delivery for Your Environment
Joel Ramseyer,
Diagonal Group, LLC, Jennifer Streitwieser,
The Diagonal Group, LLC
