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Track Legend: Printable Version
Customer Service
Essentials for Support Managers
Everything ITIL
Keynote
Strategic Focus
Support Masters
Support Operations Management
Technology in Action
The Human Factors

Friday, March 7, 2008

7:00am - 8:00am

 Conference Registration

 

  

7:00am - 8:00am

 Pre-Conference Workshop Breakfast

 

  

8:00am - 5:00pm

 Pre-Conference Workshops 1 - 4
 
Pre Con 1
HDI® Support Center Manager
Ric Mims,
SupportCenter Global Technologies, Inc., John Custy,
JPC Group
 
 
Pre Con 2
HDI® Support Center Director
Randy Celaya,
RF Training Corporation
 
 
Pre Con 3
Knowledge Management Foundations: KCS Principles
Rick Joslin,
HDI
 
 
Pre Con 4
ITIL v3 Foundations
Katherine Lord,
K.A. Lord ITSM Consulting, Paul Dooley,
Optimal Connections, LLC
 

9:45am - 10:15am

 Morning Beverage Break

 

  

2:45pm - 3:15pm

 Afternoon Beverage Break

 

  

 

  

Saturday, March 8, 2008
7:00am - 8:00am Conference Registration

 

  
7:00am - 8:00am Pre-Conference Workshop Breakfast

 

  

8:00am - 5:00pm

 Pre-Conference Workshops 1 - 6
 
Pre Con 1
HDI® Support Center Manager
Ric Mims,
SupportCenter Global Technologies, Inc., John Custy,
JPC Group
 
 
Pre Con 2
HDI® Support Center Director
Randy Celaya,
RF Training Corporation
 
 
Pre Con 3
Knowledge Management Foundations: KCS Principles
Rick Joslin,
HDI
 
 
Pre Con 4
ITIL v3 Foundations
Katherine Lord,
K.A. Lord ITSM Consulting, Paul Dooley,
Optimal Connections, LLC
 
 
Pre Con 5
HDI® Support Center Team Lead
Rae Ann Bruno,
Business Solutions Training
 
 
Pre Con 6
HDI® Support Center Analyst
Virginia Scuderi,
Competitive Advantage, Inc.
 
   
10:00am - 10:30am Morning Beverage Break

2:00pm - 6:00pm

 Faculty and Media Lounge

 

  

2:45pm - 3:15pm

 Afternoon Beverage Break

 

  

3:00pm - 6:00pm

 Conference Registration

 

  

 

  

Sunday, March 9, 2008
7:00am - 6:00pm Conference Registration
   
7:00am - 6:00pm Faculty and Media Lounge
   
7:00am - 6:00pm Conference Services: Cyber Café & Bookstore
   
7:00am - 8:00am Pre-Conference Workshop Breakfast
   
8:00am - 3:30pm Pre-Conference Workshops 1 - 14
 
Pre Con 1
HDI® Support Center Manager
Ric Mims,
SupportCenter Global Technologies, Inc., John Custy,
JPC Group
 
 
Pre Con 2
HDI® Support Center Director
Randy Celaya,
RF Training Corporation
 
 
Pre Con 3
Knowledge Management Foundations: KCS Principles
Rick Joslin,
HDI
 
 
Pre Con 4
ITIL v3 Foundations
Katherine Lord,
K.A. Lord ITSM Consulting, Paul Dooley,
Optimal Connections, LLC
 
   
 
Pre Con 5
HDI® Support Center Team Lead
Rae Ann Bruno,
Business Solutions Training
 
 
Pre Con 6
HDI® Support Center Analyst
Virginia Scuderi,
Competitive Advantage, Inc.
 
   
 
Pre Con 7
Mapping Out Support Processes: Blueprint for Success
Julie Mohr,
BlueprintAudits.com
 
 
Pre Con 8
Implementing ITIL: Where Do You Begin?
Jim Bolton,
Propoint Solutions, Inc.
 
 
Pre Con 9
The Fun Begins with Remarkable Service
Jason Young,
LeadSmart, Inc.
 
 
Pre Con 10
The Fundamentals of Business Accounting and Finance for IT Support Managers
Pete McGarahan,
McGarahan and Associates
 
 
Pre Con 12
A "More Better" Workplace!
Kirk Weisler,
Team Dynamics, Inc.
 
 
Pre Con 14
Technology Support in Higher Education
Mark Fitzgerald,
Boise State University
 
   
9:45am - 10:15am Morning Beverage Break
   
11:00am - 3:00pm HDI Local Chapter Officers Meeting
   
2:00pm - 2:30pm Afternoon Beverage Break
   
3:45pm - 4:15pm Conference Maximizer
   
4:30pm - 6:00pm Opening General Session: A Championship Vision, Emmitt Smith
   
6:00pm - 8:00pm HDI 2008 Expo
   
6:00pm - 8:00pm Welcome Reception
   
   

Monday, March 10, 2008
7:00am - 6:00pm Conference Registration
7:00am - 6:00pm Faculty and Media Lounge
7:00am - 6:00pm Conference Services: Cyber Café & Bookstore
7:30am - 8:30am Better Books and Breakfast with Kirk Weisler
7:30am - 8:30am Breakfast & Networking
7:30am - 8:30am Executive Connections Breakfast
8:30am - 10:00am Keynote Presentation:  Bringing the Monster Idea to Life, Jeffrey Taylor
10:00am - 10:15am Morning Beverage Break
10:15am - 11:15am Session Block 1
 
101
Managing Global Support: Core Competencies
Christof Recknagel,
The Boston Consulting Group
 
 
102
Support Leadership in the 21st Century: Establishing the Framework
Pete McGarahan,
McGarahan and Associates
 
 
103
Proactive Contact Management Strategies
Chris Farver,
BMC Software
 
 
104
If You Always Do What You've Always Done, You'll Always Get What You've Always Gotten!
Gloria Heck,
Millennium Consulting Partners, Inc.
 
 
105
ITIL v3: Is It Worth All the Fuss?
George Spalding,
Pink Elephant
 
 
106
More Big Fat Lies About the Help Desk
Barry Leinbach,
Barry Leinbach and Associates
 
 
107
Desperately Seeking Service
Greg Gray,
Renaissance Unlimited, Inc.
 
 
108
Culturetopia
Jason Young,
LeadSmart, Inc.
 
 
109
Translating Metrics to Business Benefits
Rae Ann Bruno,
Business Solutions Training
 
 
110
Maximizing the Balanced Scorecard for Agent and Site Improvements
Robert Barnes,
JPMorgan Chase
 
 
111
Wikis and Web 2.0: Impact on Knowledge Management
Simon Yelsky,
RightAnswers, Inc.
 
 
112
Service Desk Maturity Models and Frameworks
Robert Last,
HDI
 
 
113
Be the Voice of the Customer
Phil Verghis,
The Verghis Group, Inc.
 
 
114
Identity Management: Faster Gain, Less Pain
Michael Roberti,
Harris Corporation, Nelson Cicchitto,
Avatier
 
11:30am - 12:30pm Session Block 2
 
201
Establishing a Sourcing Strategy: First Steps First
Armando D'Accordo,
Computer Support Solutions, Inc.
 
 
202
The Ethical Edge: Lie, Cheat, and Steal Your Way to Success?
Bruce Weinstein,
Ethics at Work, Inc.
 
 
203
Hang Up the Phone and Increase Customer Satisfaction
Richard Graves,
CA, Inc.
 
 
204
Working Alone Can Get You in Trouble
Thomas Smetana,
Technisource
 
 
205
ITIL v2 and v3: A Working Comparison
Katherine Lord,
K.A. Lord ITSM Consulting
 
 
206
Developing an Effective Service Delivery Model
Ric Mims,
SupportCenter Global Technologies, Inc.
 
 
207
Customer Experience Management: Engineering and Defining the Support Experience
Julie Mohr,
BlueprintAudits.com
 
 
208
The Practice of Process: Incident Management
Chris Jones,
University of Oklahoma HSC
 
 
209
Pathway to Performance: Five Steps to Improve Service Metrics
Tony Jones,
Hospital Corporation of America
 
 
210
Getting the Right Attitude: 7 Keys to a Customer Service Attitude
Nancy Friedman,
Telephone Doctor Customer Service Training
 
 
212
Beyond KCS: Implications of Mastering the Knowledge Management Challenge
Greg Oxton,
Consortium for Service Innovation
 
 
213
Look Ma, No Wires! Using Mobility to Align IT with Business
Dan Turchin,
Aeroprise, Inc., Mike Carper,
Coldwater Creek, Inc.
 
11:30am - 6:00pm HDI 2008 Expo Open
12:45pm - 5:35pm Launch Pad Sessions
12:30pm - 2:00pm Lunch
12:30pm - 2:30pm Executive Connections Luncheon & Networking
 
3:00pm - 4:00pm Session Block 3
 
301
Choosing and Managing Global Delivery Partners
Steve Nolan ,
Hewlett Packard
 
 
302
ITIL’s Not Just for IT Anymore: Developing the Vision and Strategy
George Spalding,
Pink Elephant
 
 
303
Building a Self-service Portal: Keys to Success
Paul Dooley,
Optimal Connections, LLC
 
 
304
Business Continuity Planning Is Not an Option!
Armando D'Accordo,
Computer Support Solutions, Inc.
 
 
305
Assessing Your ITIL Readiness: v2 or v3 or Somewhere In Between?
Jim Bolton,
Propoint Solutions, Inc.
 
 
306
Documenting Processes, Procedures, and Workflows
Pat Albright,
HDI
 
 
307
Capturing the Heart of Your Customer
Bodine Balasco,
Bodine Knows
 
 
308
Bridging the Gap Between Incident and Problem Management
Tony Krasinski,
Erie Insurance Group
 
 
309
Discovering the Importance of Emotional Intelligence
Deborah Monroe,
DRM Development Group and EQ Essentials
 
 
310
Power Up Performance: Three Keys for Unlocking What Really Turns Employees On
JoAnna Brandi,
JoAnna Brandi & Company
 
 
311
The Browser Challenge: Helping Users Overcome Browser Failures
Richard T. Litofsky,
cyScape, Inc.
 
 
312
Managing Complex Global Support Services
Bill Stockton,
Deutsche Bank
 
 
313
Help Desk: A Career
Jacque Rowden,
Orrick, Herrington & Sutcliffe LLP
 
4:00pm - 4:15pm Afternoon Beverage Break
4:15pm - 5:30pm Keynote Presentation:  Failure is Not an Option, Gene Kranz
6:30pm - 9:30pm Dine Around Activities
   
   

Tuesday, March 11, 2008
7:00am - 6:00pm Conference Registration
7:00am - 6:00pm Faculty and Media Lounge
7:00am - 6:00pm Conference Services: Cyber Café & Bookstore
7:30am - 8:30am Better Books and Breakfast with Kirk Weisler
7:30am - 8:30am Breakfast & Networking
7:30am - 8:30am Executive Connections Breakfast
8:30am - 9:45am Keynote Presentation:  Make It Happen - Faster, Jason Jennings
9:45am - 10:00am Morning Beverage Break
10:00am - 11:00am Session Block 4
 
401
The Latest Compliance Drama: IT Outsourcing
Kristin Lovejoy ,
Tivoli Software, IBM Corporation
 
 
402
Staffing Strategies for the 21st Century
Katherine Spencer Lee,
Robert Half Technology
 
 
403
Classified Information: Unlocking the Service Management Code
Carmen Stark,
Stroma Service Consulting Inc.
 
 
404
Know What We Know: Knowledge Engineering at PepsiCo
Dianna Gibson,
PepsiCo
 
 
405
A Day in the Life of a Service Desk: Event Management
Katherine Lord,
K.A. Lord ITSM Consulting
 
 
406
Understanding the Balanced Scorecard
Jim Bolton,
Propoint Solutions, Inc.
 
 
407
If You Don't Want To Know - Don't Ask!
Gloria Heck,
Millennium Consulting Partners, Inc.
 
 
408
Listen and Learn from Your Agents
Carrie Battaglia ,
EDS
 
 
409
Performance Management: The Good, Bad, and Ugly
Mary Cruse,
Genzyme Corporation
 
 
410
If You Can Dream It, You Can Have It
Francine Ward,
F. Ward & Associates
 
 
411
Managing Data Loss Crises with Confidence
Chris Bross,
DriveSavers Data Recovery, Inc.
 
 
412
Incident Resolution: On-site vs. Remote
Joel Bomgar,
Bomgar Corporation
 
 
413
Teach Them to Fish
Johann Stoessel, MCP,
Sonic, America's Drive In
 
11:15am - 12:15pm Session Block 5
 
501
Current Developments in Security, Privacy and Enterprise Risk Management
Peter Reid ,
EDS
 
 
502
Business Fusion: Building a Business-focused Support Infrastructure
Malcolm Fry,
Executive Consultant to CA
 
 
503
Practical Advice for Outsourcing IT Services
Craig Davis,
MasterCard Worldwide
 
 
504
Keys to Implementing Web Self-service
Jason Holmberg,
FrontRange Solutions
 
 
505
Restoration and Resolution Management Process and Function
John Custy,
JPC Group
 
 
506
Making Sense of Service and Operating Level Agreements
Char LaBounty,
LaBounty and Associates, Inc.
 
 
507
Communicating Technical Information to Non-technical People
Roy Atkinson,
The Jackson Laboratory
 
 
508
3 Keys to Exceeding Customer Expectations Every Time
Marc Lamson,
Aslan Training & Development
 
 
509
Crazy, Busy, Nuts!
Victoria Labalme,
Victoria Labalme Communications, LLC
 
 
510
2011 – A Service Desk Odyssey
Ron Muns,
HDI
 
 
511
Know It's Broke Before Your Customers Do
David Thomas,
Metropolitan Court State of New Mexico
 
 
512
Why Do Werewolves and Vampires Make Good Configuration Managers?
Peter Doherty,
CA, Inc.
 
11:30am - 3:00pm HDI 2008 Expo Open
   
12:00pm - 1:50pm Launch Pad Sessions
   
12:15am - 2:00pm Lunch & Networking
   
12:15pm - 2:00pm Executive Connections Luncheon & Networking
   
2:00pm - 2:30pm HDI 2008 Expo Hall Prize Giveaway
   
2:45pm - 3:45pm Session Block 6
 
601
Easy-to-Use Financial Tools for Effective Decision Making
Paul Dooley,
Optimal Connections, LLC
 
 
602
Industry Megatrends: A Benchmarking Perspective
Jeffrey Rumburg,
MetricNet, LLC
 
 
603
Make Your Marketing Efforts Speak ‘Value’
Rae Ann Bruno,
Business Solutions Training
 
 
604
ITIL v3 and KM Come Together
Rick Joslin,
HDI
 
 
605
The Evolving Service Catalog and Service Management Best Practices
John Custy,
JPC Group
 
 
606
Give Me Some Customer Service Please
Rebecca Blair,
Universal Technical Institute, Inc., Dwight Cloud,
Universal Technical Institute, Inc.
 
 
607
Using Profiles to Understand Customer Departmental Behavior
Malcolm Fry,
Executive Consultant to CA
 
 
608
The Closed Loop of Continuous Service Improvement
Brenda Iniguez,
FrontRange Solutions
 
 
609
Managing High Attrition Rates on Your Help Desk
Christine Parsons,
Wyeth, Pete Graf,
DHL
 
 
610
Positively Contagious Leadership
Kirk Weisler,
Team Dynamics, Inc.
 
 
611
Proactive Communications for Enterprise Service Desks
Alistair Ball,
Skinkers
 
 
612
Arizona Federal: Putting ITSM to Work
Jim Phillips,
Arizona Federal Credit Union
 
4:00pm - 5:30pm Keynote Presentation:  The Art of Possibility, Benjamin Zander
 
3:45pm - 4:00pm Afternoon Beverage Break
 
7:30pm - 10:30pm Doobie Brothers Concert & Pre-event Reception at HDI's Anything But Ordinary Conference Party
   
   

Wednesday, March 12, 2008
7:30am - 12:30pm Conference Registration
7:30am - 12:30pm Faculty and Media Lounge
7:30am - 12:30pm Conference Services: Cyber Café & Bookstore
7:30am - 12:30pm Conference Registration
7:30am - 9:00am Breakfast & Networking
8:00am - 9:00am Better Books and Breakfast with Kirk Weisler
8:00am - 9:00am Executive Connections Breakfast
9:00am - 10:00am Session Block 7
 
701
Uncovering Hidden Support Costs
Julie Mohr,
BlueprintAudits.com
 
 
702
Facilitated Discussions with Track Faculty and Invited Experts - Part 1
Pete McGarahan,
McGarahan and Associates
 
 
703
The 13 Truths of Organizational Change
Donald Lee,
NetworkD Corporation
 
 
704
Proactive Application Checkouts and Managed Deployment
Dave McGuffey,
Northwestern Mutual
 
 
705
Join the ITIL Apprentice Challenge - Part 1
Rae Ann Bruno,
Business Solutions Training, Katherine Lord,
K.A. Lord ITSM Consulting
 
 
706
The Little Engine That Could…But Shouldn’t
Jeffrey Brooks,
Peak 10
 
 
707
What Customers Are Really Saying About IT Support
Rich Hand,
HDI
 
 
708
Support Center Consolidation
Heather Donnelly,
TechTeam Government Solutions, Inc.
 
 
709
Engaging the Disengaged
Heather Brizzi,
PerceptIS, LLC
 
 
710
Building Confident Presentation Skills
Bryan Flanagan,
Flanagan Training Group
 
 
711
You Say You Want An Evolution: Applying Web 2.0
Michael Bragg,
Sprint Nextel - Enterprise Solutions Center - Help Desk
 
 
712
One Windows Image for All Your Hardware Platforms
Adam Murphy,
Big Bang LLC
 
10:00am - 10:15am Morning Beverage Break
10:15am - 11:15am Session Block 8
 
801
Unleashing the Enormous Power of Help Desk KPIs
Jeffrey Rumburg,
MetricNet, LLC
 
 
802
Facilitated Discussions with Track Faculty and Invited Experts - Part 2
Pete McGarahan,
McGarahan and Associates
 
 
803
Elevating Smoothly through Partnerships
Daryl Covey,
NEXRAD Radar Operations Center
 
 
804
The Great C.O.W. Service Drive
Earl Begley,
University of Kentucky HealthCare
 
 
805
Join the ITIL Apprentice Challenge - Part 2
Rae Ann Bruno,
Business Solutions Training, Katherine Lord,
K.A. Lord ITSM Consulting
 
 
806
Martha’s Top 10 List for Successful Service Desk Analysts
Martha Lundgren,
Farmers Insurance Group
 
 
807
True Customer Satisfaction: More Calls
Darien Anne Chimoff,
Alston & Bird., LLP
 
 
808
Seeding and Weeding: Successful Strategies for Growing Leaders
Joanne Smikle,
Smikle Training Services
 
 
809
Keep the Change: Managing Transitions
Krista M. Ciccozzi,
PracticeWorks, Inc.
 
 
810
Dig Before You Call
Lou Eggert,
Universal Solutions Group, Inc.
 
 
811
Caterpillar to Butterfly: Moving to VOIP
Dan Lafever,
Alverno Information Services
 
 
812
Surviving Six Sigma
Robin Clark-Smith,
WFU Baptist Medical Center
 
 
813
Coming of Age Overnight
Peter Dorfman,
Leveraged Technology, Inc., Shane Kobus,
Bain Capital, LLC
 
11:30am - 12:30pm Keynote Presentation: Keynote Presentation: Extreme Performance: Why Winner Win, Robyn Benincasa