Friday,  March 17, 2006

7:00am - 8:00am

 Registration and Information

 

  

8:00am - 5:00pm

 Pre-Conference Certification Workshops (3-day classes)
 
Pre-Con 1
Help Desk Manager (HDM) Certification Course
John Custy,
JPC Group
 

Saturday, March 18, 2006
7:00am - 8:00am Registration and Information

 

  
8:00am - 5:00pm Day Two of Three-day Pre-Conference Certification Workshop

 

  

8:00am - 5:00pm

 Pre-Conference Certification Workshops (2-day classes)
 
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
 
   
3:00pm - 6:00pm Registration Desk Reopens

Sunday, March 19, 2006
7:00am - 6:00pm Registration and Information
   
8:00am - 3:30pm Day Three of Three-day Pre-Conference Certification Workshop
   
8:00am - 3:30pm Day Two of Two-day Pre-Conference Certification Workshop
   
8:00am - 3:30pm 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
 
   
12:00pm - 3:30pm HDI Local Chapter Officers Meeting
   
3:30pm - 4:00pm Conference Optimizer
   
4:00pm - 5:30pm Keynote Presentation:  Who Needs Legs When You Have Wings, Chad Hymas
   
6:00pm - 8:00pm “Technology Connections” Expo Open
   
6:00pm - 8:00pm Conference Welcome Reception

Monday, March 20, 2006
7:00am - 6:00pm Registration and Information
7:00am - 8:00am Continental Breakfast & The Chat Room: Chat Tables, The Story Zone and "The Executive Connections" Breakfast
8:00am - 9:30am Keynote Presentation:  Core vs. Context: Turning Vision into Systems, Geoffrey Moore
9:45am - 10:45am Session Block 1
 
101
Enriching the Customer Experience
Brian Brouillette,
Hewlett-Packard Company
 
 
102
Mapping IT Service and Support: Learn-Govern-Improve
Sandra Simpson,
SITA, INC., Brian Johnson,
Computer Associates
 
 
103
ITIL at Warp Speed!
George Spalding,
Pink Elephant
 
 
104
From Customer Rep to Customer Advocate: Changing the Service Desk Mindset
Lou Hunnebeck,
CCN, Inc.
 
 
105
Is Your Glass Half Full or Half Empty?
Nancy Friedman,
 
 
106
Help Desk Hiring Mistakes and How to Avoid Them
Katherine Spencer Lee,
Robert Half Technology
 
 
107
Ethics in the Workplace: The Accountability Factor
Jay Rifenbary,
Rifenbary Training & Development Center
 
 
108
Real HD: Mapping Out Help Desk Processes
Julie Mohr,
BlueprintAudits.com
 
 
109
Real Time, Real Support: Leveraging the Internet
Jack Chawla,
WebEx Communications, Inc.,
 
 
110
Emerging Call Center Technologies
Lori Bocklund,
Strategic Contact, Inc.
 
 
111
Managing the IT Evolution in the Mid-sized Business
JJ Murray,
Vis.align, Inc
 
 
112
Balancing Cost Reduction with Value Generation
Erik Hille,
ATG
 
 
C-1
Customer Support in Government Organizations
Daryl Covey,
NEXRAD Radar Operations Center
 
11:00am - 12:00pm Session Block 2
 
201
The Moose That Roared
Phil Verghis,
The Verghis Group, Inc.
 
 
202
The Value Proposition of the Support Organization
Robert Barnes,
JPMorgan Chase and Company
 
 
203
Reality Check? Making Incident Management Work for You (Part 1)
Joel Ramseyer,
Diagonal Group, LLC
 
 
204
Bringing Knowledge Management to the Dogs: An ASPCA Case Study
Harold L. Trammel Jr. ,
ASPCA Animal Poison Control Center
 
 
205
Desperately Seeking Service
Greg Gray,
Renaissance Unlimited, Inc.
 
 
206
Assessment Day: How to Hire in a Hurry and Select Qualified People at the Same Time
Michael Berger,
Plan B
 
 
207
Secrets to Successful Workforce Management
Jay Minnucci,
ICMI
 
 
208
Developing an Effective Support Structure
Kristin Robertson,
KR Consulting, Inc.
 
 
209
Integrating Assisted-service with Self-service to Deliver World-class Support
Mark Ellis,
Kronos Incorporated
 
 
210
Real-time Customer Satisfaction Measurement: Accenture's Help Desk Services
Paul A. Sutherland,
Accenture
 
 
211
The Service Desk Smorgasbord
Ron Alcorn,
Sr. Business Practice Leader
 
 
C-2
Battle of the Best Practices
Pete McGarahan,
McGarahan & Associates
 
11:30am - 6:00pm “Technology Connections” Exhibit Hall Open
12:00pm - 2:30pm Lunch
12:00pm - 2:30pm Executive Connections: Executive Luncheon and Networking
Up Close and Personal with Geoffrey Moore
 
2:30pm - 3:30pm Session Block 3
 
301
What Is The Effect of ITIL on the Service Desk?
Malcolm Fry,
Remedy, A BMC Software Company
 
 
302
Outsourcing: Leveraging the Power of Partnership
Chris Farver,
Pomeroy IT Solutions, Heather Brizzi,
Bristol West Insurance Group
 
 
303
Reality Check? Making Problem Management Work for You (Part 2)
Joel Ramseyer,
Diagonal Group, LLC
 
 
304
Analyzing and Reporting Call Center Performance
Lori Bocklund,
Strategic Contact, Inc.
 
 
305
The Road to Knowledge Ownership: A Peregrine Customer Support Case Study
Rick Joslin,
IHS Support Solutions, Curtis Hawks,
HP/Peregrine
 
 
306
Help Desk Training: A Success Model
Edward Russ,
Yum! Brands, Inc., Bill Carlisle,
Yum! Brands Inc
 
 
307
Humor and Creativity: Sweet Companions
T. Marni Vos,
Laughter’s Echo
 
 
308
A Guide to Developing Your Service Delivery Model
Ric Mims,
SupportCenter Global Technologies, Inc.
 
 
309
The Future of Support Communications: A Technology-enabled Paradigm Shift
JR Sloan,
Syntellect
 
 
310
Integrating Three Key Technologies for Experience-based KM Systems
Michel Manago, PhD,
Kaidara Software, Inc.
 
 
311
Technology for the Dispersed Workforce: How Hosted Supplements CPE
Kevin Childs,
UCN, Inc.
 
 
C-3
Global Support Unplugged
Phil Verghis,
The Verghis Group, Inc.
 
3:45pm - 5:00pm Keynote Presentation: The State of the Industry, Ron Muns,
Special Feature: “Let’s Play Jeopardy” with Ken Jennings
   
6:30pm - 9:00pm Dine Around Group Networking

Tuesday,  March 21,  2006
7:00am - 5:00pm Registration and Information
7:00am - 8:00am Continental Breakfast & The Chat Room: Chat Tables, The Story Zone and “The Executive Connections” Breakfast
8:00am - 9:15am Keynote Presentation:  The One Thing You Need to Know, Marcus Buckingham
9:30am - 10:30am Session Block 4
 
401
Achieving Governance using COBIT and ITIL
Robert Stroud,
IT Service Management, Computer Associates
 
 
402
Root Cause Failure Analysis: A Lean Enterprise Project
Hayyal Ighneim,
Rockwell Automation IT Solutions Center
 
 
403
No Surprises! The Support Center’s Role in Change and Release Management
Donna Knapp,
Knapp Associates, Inc.
 
 
404
CRM: The Way Forward for Saudi Aramco
Hamad A. Al-Ghuwainim,
Saudi Aramco, Ian G. Wilson,
Saudi Aramco
 
 
405
Intentional Service
Greg Cortopassi,
Launch Your Dreams
 
 
406
Coaching for Peak Performance
Joanne Smikle,
Smikle Training Services
 
 
407
Power Talking: Say What You Mean and Get What You Want
George Walther,
Speaking From Experience, Inc.
 
 
408
Metrics 101
John Custy,
JPC Group
 
 
409
The Secret of First Call Resolution: Bridging the Customer Service and Support Divide
Tim Ludwar,
SaskTel, Mark Angel,
Knova Software, Inc.
 
 
410
Best Practices in Managing Change: Role of the CMDB
Andrej Vlahcevic,
BMC Software
 
 
411
Balancing the Teeter-Totter: Integrating Help Desk Processes to Improve Support Performance
Joan Dudek Sussman,
RouteOne, LLC, Keith Conklin,
TechTeam Global, Inc.
 
 
412
Improving Customer Service with Real-Time Remote Support
Joel Bomgaars,
NetworkStreaming
 
 
C-4
Technical Help Desks in Higher Education
Rich Hand,
HDI
 
10:45am - 11:45pm Session Block 5
 
501
IT Business Management: Technology-enabled Performance
Graham Ridgway,
Touchpaper
 
 
502
Assuring Quality in the Support Desk's Only Product: Knowledge
Rick Joslin,
IHS Support Solutions
 
 
503
HDI Support Center Certification: Roadmap to Success
Amy Dotson,
HDI
 
 
504
Just Fix My %#$@ Problem
Jeffrey Brooks,
FormScape, Inc.
 
 
505
How to Identify and Capture Your Most Profitable Customer Opportunities
George Walther,
Speaking From Experience, Inc.
 
 
506
Keys to Building a Successful Performance Management Process
Kitty Chaney Reed,
Radiant Systems
 
 
507
Retaining Your Top Employees: Reversing the Turnover Trend
Johann Stoessel,
Sonic, America’s Drive-In
 
 
508
Troubleshooting 101: Effective Information Gathering Techniques
Martha Lundgren,
Texas Association of School Boards
 
 
509
Expanding Automated Help Desk Services for User and Access Administration
Jeffrey Heck,
Hospira, Idan Shoham,
M-Tech Information Technology
 
 
510
Building a Champagne Help Desk on a Beer Budget
Chris Sinnett,
IS Technology Support Services, Oregon State University
 
 
511
Shifting from Fire-Fighting to Process Improvement with Early-Warning Metrics
Ron Layne,
Time Warner Cable
 
 
C-5
Outsourcing Unplugged
Ric Mims,
SupportCenter Global Technologies, Inc.
 
11:30am - 3:00pm "Technology Connections” Exhibit Hall Open
   
11:45am - 2:30pm Lunch
   
11:45am - 2:30pm Executive Connections: Executive Luncheon and Networking
Up Close and Personal with Marcus Buckingham
   
1:45pm - 2:15pm “Technology Connections” Expo Hall Prize Giveaway
   
   
2:30pm - 3:30pm Session Block 6
 
601
The Journey to Exceptional Multi-channel Customer Service
Paul Farnsworth,
SafeHarbor Technology Corporation
 
 
602
Managing Issues That Stretch Beyond Help Desk Expertise
Arun Shukla,
Kepner-Tregoe, Inc.
 
 
603
Service Improvement Programs: Choose and Implement the Right One
Patti Magers,
Fox IT, Monte Whitbeck,
Microsoft IT
 
 
604
Bad Hair Day or Bad Attitude: Dealing with Challenging Customers
Barry Leinbach,
Barry Leinbach and Associates
 
 
605
Developing Meaningful Customer Satisfaction Indices
Ron Muns,
HDI
 
 
606
The Sound of Quality: Keys to Effective Call Monitoring
Mary Cruse,
Cardinal Health
 
 
607
Re-V-ITIL-ize Your Culture!
Kirk Weisler,
HDI
 
 
608
Managing Up: Getting Support for Your Initiatives
Scott Koon,
Mayo Clinic
 
 
609
Improving Customer Support with an On-demand Solution
Kathy Gray,
XACT TeleSolutions
 
 
610
The Service Desk of the Future: Where the Help Desk and Customer Support Unite
Doug Mueller,
BMC Software Service Management Business Unit
 
 
611
Internal Support - Not So Internal Anymore
Sean Ellis,
3am Labs
 
 
C-6
The KM Dating Game
Rick Joslin,
IHS Support Solutions, Julie Mohr,
BlueprintAudits.com
 
3:45pm - 5:00pm Keynote Presentation: Nobody Moved Your Cheese, Ross Shafer
 
7:00pm - 10:00pm Conference Party

Wednesday,  March 22, 2006
7:30am - 12:30pm Registration and Information
7:30am - 8:30am Continental Breakfast & The Chat Room: Chat Tables, The Story Zone and “The Executive Connections” Breakfast
8:45am - 9:45am Session Block 7
 
701
The Knowledge Taxonomy
Laurie Gloge,
Suncor Energy Inc. , Paula Howell,
Ernst & Young
 
 
702
The Flexible Service Desk
Meg Frantz,
CompuCom
 
 
703
The Service Catalog
Char LaBounty,
LaBounty and Associates, Shane Carlson,
EIG Information Technology
 
 
704
Keeping a Customer Focus: Managing Conflicting Inter-departmental Priorities
Kellie Jeffers,
FrontRange Solutions
 
 
705
Writing Customer-focused Email
Leslie O’Flahavan,
E-WRITE
 
 
706
Developing Student Staff to Become Savvy Support Specialists
James Lebo,
Fairleigh Dickinson University, Stacia Zelick,
Montclair State University
 
 
707
The "REAL" Apprentice
Eric Rabinowitz,
Dema Help Desk
 
 
708
Developing an Emotionally Intelligent Support Center
Kristin Robertson,
KR Consulting, Inc.
 
 
709
Extending Service Resolution Management Tools to Field Service
Mark Angel,
Knova Software, Inc.
 
 
710
The Policy Analyst Hour: Tips for Writing Help Desk Security Policies & Procedures
Jeff Davis,
TheJeffDavis.com
 
 
C-7
Pete the Press: Ask the Experts
Pete McGarahan,
McGarahan & Associates
 
10:00am - 11:00pm Session Block 8
 
801
Total Cost of Ownership: Measuring and Lowering Customer Costs
Fred Van Bennekom,
Great Brook Consulting
 
 
802
Service Desk Standardization: Path to IT and Compliance Improvement
Robert Kelle,
Standard Pacific Corporation, Karen Benitez,
NetworkD Corporation
 
 
803
Disaster Recovery for the Help Desk: Business Continuity by Any Other Name
George Reichert,
Parker Hannifin Corporation, Pat Albright,
IT Support Consultants, Inc.
 
 
804
Climbing the OLA Mountain
Stephen Sellaro,
J.B. Hunt Transport Services Inc.
 
 
805
The Seven Habits of Highly Effective Customer Service
Stuart Cohen,
Arbitron Inc.
 
 
806
Everything I Ever Learned About Management I Learned from the Movies
Julie Mohr,
BlueprintAudits.com
 
 
807
The Manager’s Responsibility for Team Career Development
Karen Yuen,
EDS Canada, Mary Cruse,
Cardinal Health
 
 
808
The Contact Center Manager: Challenges for the 21st Century
Ric Mims,
SupportCenter Global Technologies, Inc.
 
 
809
Successfully Implementing ITSM Tools
Mart Rovers,
InterProm USA Corporation
 
 
C-8
Leverage the Experience
Greg Cortopassi,
Launch Your Dreams
 
11:15am - 12:15pm Keynote Presentation: Your Leadership Brillance: The Art of Influencing Excellence, Dave Timmons