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Track Legend: Printable Version
Essentials for New Support Managers
Issues & Answers: External Customer Support
Issues & Answers: IT Technical Support
Keynote HDI 2007
Pre-Con 1 Day Workshops
Pre-Con 2 Day Workshops
Pre-Con 3 Day Workshops
Technology in Action
The Human Factors
The Strategic Focus

Saturday, April 28, 2007

7:00am - 8:00am

 Registration and Information

 

  

8:00am - 5:00pm

 Pre-Conference Certification Workshops (3-day classes)
 
Pre-Con 1
Support Center Manager
John Custy,
JPC Group, Ric Mims,
SupportCenter Global Technologies, Inc.
 
 
Pre-Con 2
Support Center Director
Randy Celaya,
RF Training Corporation
 
 
Pre-Con 3
ITIL® Foundations Certification
Rae Ann Bruno,
Business Solutions Training, Katherine Lord,
K.A. Lord ITSM Consulting
 

Sunday, April 29, 2007
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 4
Support Center Team Lead
Kristin Robertson,
KR Consulting, Inc.
 
 
Pre-Con 5
Support Center Analyst
Virginia Scuderi,
Competitive Advantage, Inc.
 
 
Pre-Con 6
Project Management Competencies
Gerald Smith,
SupportCenter Global Technologies, Inc.
 
   
3:00pm - 6:00pm Registration & Information Desk Reopens

Monday, April 30, 2007
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 7
Cookin' with Fire!
Kirk Weisler,
Team Dynamics, Inc.
 
 
Pre-Con 8
Knowledge Management Foundations
Rick Joslin,
HDI
 
 
Pre-Con 9
Communicate – Don’t Stagnate
George Walther,
Speaking from Experience, Inc.
 
 
Pre-Con 10
Creating a Culture of Service
Jason Young,
LeadSmart, Inc.
 
 
Pre-Con 11
Become the Ultimate Customer Support Executive
Philip Verghis,
The Verghis Group, Inc.
 
 
Pre-Con 12
Collective Intelligence: New Technologies of Collaboration
Jerry Michalski,
Sociate
 
 
Pre-Con 13
ITIL Implementation: Where Do We Start?
Jim Bolton,
Propoint Solutions, Inc.
 
 
Pre-Con 14
Business Essentials for Technical Support Managers
Lyn Wilkinson,
Lucede Systems Group, Inc.
 
   
12:00pm - 3:00pm HDI Local Chapter Officers Meeting
   
4:30pm - 6:00pm Opening General Session: Dennis Miller Live! Special performance by Dennis Miller
   
6:00pm - 8:00pm HDI 2007 Technology Expo Hall Open
   
6:00pm - 8:00pm Conference Welcome Reception in the Expo Hall

Tuesday, May 1, 2007
7:00am - 6:00pm Registration and Information
7:30am - 8:30am Continental Breakfast: Breakfast Roundtables; Breakfast Bites, Daybreak Stories and “The Executive Connections” Breakfast
8:30am - 10:00am Keynote Presentation:  Keynote Presentation: Customer Satisfaction: The Road to ROI, Steve Goodall
10:15am - 11:15am Session Block 1
 
101
ITSM Maturity: The New Price of Admission
Ken Wendle,
HP Education Services
 
 
102
Leveraging Cultural Understanding with Global Customers
Philip Verghis,
The Verghis Group, Inc.
 
 
103
The Poor Man’s Service Desk
Dan Wilson,
PMV Technologies, Phil Gerbyshak,
Robert W. Baird & Co.
 
 
104
Incident - Problem - Change: A Practical View into the Big 3
Andrew Abramczyk,
Erie Insurance Group
 
 
105
Smart Service: Establishing Customer-defined Service Excellence
Jason Young,
LeadSmart, Inc.
 
 
106
Strategic Role of Customer Support in Maximizing Value
Arun Shukla,
Kepner-Tregoe, Inc.
 
 
107
Hiring for F.I.T. – FUNctional, Interpersonal, Tactical
Heather Brizzi,
PerceptIS, LLC
 
 
108
Not Pizza Again!
Barry Leinbach,
Barry Leinbach and Associates
 
 
109
Developing an Effective Support Structure
Kristin Robertson,
KR Consulting, Inc.
 
 
110
Secure and Compliant Remote Control Support
Joel Bomgar,
Bomgar Corporation
 
 
111
Understanding the Implications of Collective Intelligence
Jerry Michalski,
Sociate
 
 
112
What Have You Done for Me Lately?
Rae Ann Bruno,
Business Solutions Training
 
 
113
Universal Imaging: One Windows Image for All Your Hardware Platforms
Adam Murphy,
Big Bang, LLC
 
11:30am - 12:30pm Session Block 2
 
201
Global Support in Today's Global World
Robert Barnes,
JPMorgan Chase and Company
 
 
202
Activity-based Planning
Brian Hinton,
Strategic Contact
 
 
203
Service Restoration: It’s Everybody’s Business
Lou Hunnebeck,
CCN, Inc.
 
 
204
Using Stakeholder Maps to Influence and Engage Support for New Initiatives
Doug Whittle,
Whittle Consulting Group
 
 
205
Transform Your Support Services into a Profitable, High-Margin Product Line
Mark A. Shell,
The FrontRange Group, Inc.
 
 
206
Value-based Leadership
Joanne Smikle,
Smikle Training Services
 
 
207
Linking Recruiting, Training & Coaching with Performance
Marc Van Baar,
Blackbaud
 
 
208
What Are We Waiting For?
George Walther,
Speaking from Experience, Inc.
 
 
209
Unpuzzling Service Level Management
Char LaBounty,
LaBounty & Associates, Inc.
 
 
210
Implementing an Enterprise Help Desk Infrastructure
Herb Schmoll,
Jarden Consumer Solutions
 
 
211
Step-by-step Guide to Building a CMDB
Malcolm Fry,
Author and Industry Expert
 
 
212
Industry Frameworks Updates
Ron Muns,
HDI
 
 
213
Help Desk in the Real World
Melinda Uhland,
Oracle Corporation
 
11:30am - 6:00pm HDI 2007 Technology Expo Hall Open
12:30pm - 2:00pm Lunch
12:30pm - 2:30pm Executive Connections: Executive Luncheon & Networking – Up Close and Personal with TBD
 
3:00pm - 4:00pm Session Block 3
 
301
SLM: What IT Executives Should Know
Char LaBounty,
LaBounty & Associates, Inc.
 
 
302
Transforming the Distributed Infrastructure Support Organization
Michael Yudkin,
Design Strategy Corporation
 
 
303
What’s the Problem?
Nick Schneider,
Pepperweed Consulting, LLC
 
 
304
Continuous Quality Improvement on the Fly
Jose Viera,
Kaiser Permanente , Russell Burns,
EDS - Federal Reserve Bank Account
 
 
305
CEM Meets ITSM: Managing the Customer Experience
Julie Mohr,
BlueprintAudits.com
 
 
306
Effective Problem and Release Management
James Whitney,
FrontRange Solutions
 
 
307
Instilling ITSM Principles for the Support Professional
Lou Hunnebeck,
CCN, Inc.
 
 
308
Extreme Teams: The 8 Essential Elements of Human Synergy
Robyn Benincasa,
World Class Teams
 
 
309
Metrics 101
John Custy,
JPC Group
 
 
310
Taking the Next Step in User Satisfaction
Ray Weadock,
Persystent Technologies
 
 
311
How User Provisioning Fits with ITIL and CobiT
Kurt Johnson,
Courion Corporation
 
 
312
Solutions Unplugged: ITIL Enabling Tools
Chris Farver,
BMC Software
 
 
313
Applying Customer Relationship Management Principles to End-User Services
Ron Wormser,
Unisys
 
3:45pm - 5:00pm Keynote Presentation: The State of the Industry, Ron Muns,
Special Feature: TBD game show
4:15pm - 5:30pm Who Wants to be a Millionaire?
   

Wednesday, May 2, 2007
7:00am - 6:00pm Registration and Information
7:30am - 8:30am Continental Breakfast: Breakfast Roundtables; Breakfast Bites, Daybreak Stories and “The Executive Connections” Breakfast
8:30am - 9:45am Keynote Presentation:  Pedal to the Metal: Find and Foster Your Inner Entrepreneur, Christine Comaford-Lynch
10:00am - 11:00am Session Block 4
 
401
IT Financial and Asset Management
Roger Mallett,
Hewlett Packard
 
 
402
Creating Superior Outsourcing Relationships
Mary Jo Kulp,
Primary Matters, Inc.
 
 
403
Implementing an IT Service Catalog
Christof Recknagel,
The Boston Consulting Group
 
 
404
Achieve ROI on Self-service Implementations
Hope Kirschner,
HP Services
 
 
405
Improving the Quality of Support
Elizabeth Matthew,
IBM Software
 
 
406
Getting Things Done in Difficult Situations with Difficult People
Garrison Wynn,
Wynn Solutions, Inc.
 
 
407
Secrets to Accurate Call Center Staffing
Jay Minnucci,
ICMI
 
 
408
Understanding What Needs to be Measured
John Custy,
JPC Group
 
 
409
Service Delivery through Process Excellence
Ric Mims,
SupportCenter Global Technologies, Inc.
 
 
410
Business Service Management: Marrying Services and Performance
Jim Grant,
BMC Software
 
 
411
Understanding and Supporting Wireless Networks
Christopher Boyd,
Midas Networks, Inc.
 
 
412
The Holistic Approach for Managing Change
Sandra Simpson,
SITA
 
 
413
In the Eyes of the Customer: Measuring Service Effectiveness
Fred Van Bennekom,
Great Brook Consulting
 
11:15am - 12:15am Session Block 5
 
501
Organizing for Excellence
Malcolm Fry,
Author and Industry Expert
 
 
502
Rightsourcing: Outsource IT Support Successfully
Bruce T. Link,
Sodexho, USA
 
 
503
Off-shoring and Call Avoidance Strategies: Success at Microsoft Global Support
Jon Browning,
Microsoft, Jeremy Eubanks,
Microsoft
 
 
504
Best Practices for Managing Virtual Support Teams
Julie Mohr,
BlueprintAudits.com
 
 
505
Customer Centricity and the Customer Experience Journey
Colette Yee,
Amdocs
 
 
506
Survey Data Analysis: Putting the Puzzle Together
Fred Van Bennekom,
Great Brook Consulting
 
 
507
The Art of Delivering Feedback in Difficult Situations
Kitty Chaney Reed,
Radiant Systems
 
 
508
What It Takes to Be #1
Vince Lombardi, Jr.,
Lawyer, Politician, and NFL General Manager
 
 
509
Anatomy of a Trouble(d) Ticket
Martha Lundgren,
Texas Association of School Boards
 
 
510
Data Migration Gyration: The Path to KCS
Tanya Craig,
Wyeth Pharmaceuticals, Kathryn Burke-Howe,
Wyeth Pharmaceuticals
 
 
511
Ask the Experts: Help for Small Help Desks
Kristin Robertson,
KR Consulting, Inc.
 
 
512
Solutions Unplugged: Tier 0 Enabling Technology
Pete McGarahan,
McGarahan & Associates
 
11:30am - 3:00pm "HDI 2007 Technology Expo Hall Open
   
12:15am - 2:00pm Lunch
   
12:15pm - 2:00pm Executive Connections: Executive Luncheon and Networking
Up Close and Personal with Vince Lombardy Jr.
   
2:15pm - 2:45pm HDI 2007 Technology Expo Hall Prize Giveaway
   
   
3:00pm - 4:00pm Session Block 6
 
601
Policing the Enterprise: Security Management Best Practices
Armando D’Accordo,
IT Consultant & Service Provider
 
 
602
New Developments for Managing Multiple Locations
Gary Ayres,
Ajilon Consulting, Peter Cannone,
OnForce
 
 
603
You’ve Implemented a Knowledge Base: Now What?
Leslie Leaf,
T-Mobile USA
 
 
604
Using Self-service Portals for Global Support
Neil L. Weitz,
GlaxoSmithKline , Deanna Celotto,
GlaxoSmithKline
 
 
605
95% Customer Satisfaction: Attaining, Maintaining and Growing!
David C. Scott,
CenterBeam, Inc.
 
 
606
Escaping the CRM Black Hole: KPIs that Matter
Mark A. Shell,
The FrontRange Group, Inc.
 
 
607
Applying Strengths-based Management
Kellie Jeffers,
FrontRange Solutions
 
 
608
Bless Your Stress
Mimi Donaldson,
Author and Speaker
 
 
609
Alphabet Soup!
Robert Stroud,
IT Service Management, CA, Inc.
 
 
610
Where's the Post-It with My Password?
Jeff Counts,
Marriott International, Nelson Cicchitto,
Avatier
 
 
611
Ask the Experts: Implementing ITIL
Jim Bolton,
Propoint Solutions, Inc.
 
 
612
Management Development for New Managers
Katherine Spencer Lee,
Robert Half Technology
 
 
613
Metrics to Dollars: Understanding the ROI of Tool Implementation
Rich Hand,
HDI, Rick Joslin,
HDI
 
4:15pm - 5:15pm Keynote Presentation: The Triumph of Tenacity, Alan Hobson
 
7:30pm - 10:30pm Conference Party
 

Thursday, May 3, 2007
7:00am - 12:30pm Registration and Information
8:00am - 9:00am Continental Breakfast: Daybreak Stories and “The Executive Connections” Breakfast
9:00am - 10:00am Session Block 7
 
701
Benchmarking: A Contrarian View
Steven Murtagh,
Tyche Consulting Group
 
 
702
After the Thrill Is Gone: Keeping Them Motivated
Kirk Weisler,
Team Dynamics, Inc.
 
 
703
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