Pages:

Sunday Sep 30, 2018

Start Finish Session Session Track / Meeting Participants Where
12:00 PM 6:00 PM

Registration

Grand Coatroom
2:00 PM 3:00 PM

AGM Meeting

TBA
3:30 PM 4:30 PM

Conference Maximizer

Parkview
5:00 PM 7:00 PM

Expo Hall Welcome Reception

Regency Ballroom

Monday Oct 01, 2018

Start Finish Session Session Track / Meeting Participants Where
7:00 AM 8:15 AM

Breakfast

Regency Ballroom Foyer
7:00 AM 8:15 AM

Executive Connections Breakfast & Program

Gateway West
7:00 AM 6:00 PM

Registration

Grand Coatroom
7:30 AM 8:15 AM

CSI is not optional!

Speakers: Ms Kathryn Howard

Advanced Service Management Grand H
7:30 AM 8:15 AM

How do you know if the ITSM tool implementation is a success?

Speakers: Paula Määttänen

Capitalizing on your Service Management investment Mills 6
7:30 AM 8:15 AM

Problem Management Challenges

Speakers: Michelle Hopper,Valerie O'Hara

Capitalizing on your Service Management investment TBA
7:30 AM 8:15 AM

State of ITSM and DevOps 2018

Speakers: Donna Knapp

DevOps and Agile Parkview
7:30 AM 8:15 AM

Ticket Data Analytics – “Where’s my Process Visibility and Control?”

Speakers: Gregory Hill

IT Performance Improvement Grand G
7:30 AM 8:15 AM

You are Not My Customer!

Speakers: Lou Hunnebeck

Advanced Service Management Grand F
8:00 AM 5:00 PM

Bookstore

Grand Ballroom Foyer
8:30 AM 10:00 AM

Influence Redefined: Be the Leader You Were Meant to Be, Monday to Monday

Speakers: Stacey Hanke

Opening General Session Grand Ballroom
10:00 AM 10:15 AM

AM Break

(Please see Description)
10:15 AM 11:15 AM

Avoid framework overload – Leveraging multiple best practices in your governance framework ecosystem.

Speakers: Mark Thomas

Cyber Security and Risk Grand F
10:15 AM 11:15 AM

Beyond the Integration of ITIL and KCS

Speakers: Rick Joslin

Advanced Service Management Mills 6
10:15 AM 11:15 AM

Ignorance is Bliss

Speakers: Alma Miller

Cyber Security and Risk Mills 1
10:15 AM 11:15 AM

OCM and the ITSM Professional

Speakers: Scott Wieder,Kevin Jones

Organizational Change and How to Keep the Lights On Sterling 9
10:15 AM 11:15 AM

Peas in a Pod: How ITIL, Agile, and DevOps Can Work Together to Drive Innovation

Speakers: Andy Rivers,Erika Flora

DevOps and Agile TBA
10:15 AM 11:15 AM

Shift Left: Transform Incident Management with Self-Resolution

Speakers: Phyllis Drucker

Starting your IT Transformation Parkview
10:15 AM 11:15 AM

Shifting Left – How High Performing Organizations Focus On Reducing Unplanned Work

Speakers: Troy DuMoulin

IT Performance Improvement Grand H
10:15 AM 11:15 AM

Unlock the Hidden Value of Your IT Investments

Speakers: David Marts,Dale Landowski

Capitalizing on your Service Management investment Grand G
10:15 AM 11:15 AM

Vendor Management - Shaken Not Stirred

Speakers: Andrea Kis

Emerging and Strategic Technologies Sterling 3
11:30 AM 12:30 PM

A Journey in Successful ITIL Implementation

Speakers: Bob Roark

Capitalizing on your Service Management investment Grand G
11:30 AM 12:30 PM

Bridging the ITSM Information Gap

Speakers: Thorsten Manthey

Advanced Service Management Mills 6
11:30 AM 12:30 PM

Cognitive Service Management - The Next Frontier

Speakers: Peter Adams

Emerging and Strategic Technologies Sterling 3
11:30 AM 12:30 PM

Do Your KB Metrics Tell a Compelling Story?

Speakers: Jennifer Dell-Ernstrom

IT Performance Improvement Grand H
11:30 AM 12:30 PM

IT Asset Management: the forgotten starting point

Speakers: Jeremy Boerger

Starting your IT Transformation Sterling 6
11:30 AM 12:30 PM

Living in the Disruption Economy: Why Our Customers are Screaming for Change and We’re Still Not Listening

Speakers: Julie Mohr

Emerging and Strategic Technologies Parkview
11:30 AM 12:30 PM

The Cultural Impact of ITSM Driving Organizational Value

Speakers: Andy Atencio

Organizational Change and How to Keep the Lights On Sterling 9
12:30 PM 2:00 PM

Executive Connections Lunch & Program

Gateway West
12:30 PM 2:00 PM

Expo Hall Open

Regency Ballroom
12:30 PM 2:00 PM

Lunch

Regency Ballroom Foyer
1:00 PM 2:00 PM

10 Tips to Make Your Service Management Tool Work FOR you

Speakers: Jenn Mendyk

Regency Ballroom
1:30 PM 1:50 PM

The Employee Experience in ITSM - Best Practice and Practical Steps

Speakers: Mr Juha Vakkila

Regency Ballroom
2:30 PM 3:30 PM

Achieving True Situational Awareness with the Service Knowledge Management System

Speakers: Jessica Alfaro

Capitalizing on your Service Management investment Grand G
2:30 PM 3:30 PM

Designing & Building a Cybersecurity Program Based on the NIST Cybersecurity Framework

Speakers: Mr Larry Wilson,Rick Lemieux

Cyber Security and Risk Mills 1
2:30 PM 3:30 PM

DevOps & Agile: One Company’s Journey

Speakers: David Mainville

DevOps and Agile Grand F
2:30 PM 3:30 PM

ITIL or LEAN IT?

Speakers: Chuck Spencer

Starting your IT Transformation Sterling 6
2:30 PM 3:30 PM

Secrets of a DevOps Leader: Transforming the Transformer

Speakers: Jayne Groll

DevOps and Agile Parkview
2:30 PM 3:30 PM

Selfless Service - A Service Management mindset to improve Customer Experience

Speakers: Sanjeev Kumar NC

IT Performance Improvement Grand H
2:30 PM 3:30 PM

Service Design & Transition, Project Management’s Best Friend

Speakers: Lou Hunnebeck

Advanced Service Management Mills 6
2:30 PM 3:30 PM

Service Management For The Digital Age – The VeriSM™ Evolution

Speakers: Randy Steinberg

Emerging and Strategic Technologies Sterling 3
2:30 PM 3:30 PM

Turning the Turtle Over: Empowering and preparing your employees for change

Speakers: Elizabeth Fortunato

Organizational Change and How to Keep the Lights On Sterling 9
3:30 PM 3:45 PM

PM Break

(Please see Description)
3:45 PM 4:45 PM

The Future is Built on ITIL – get ready for ITIL 4

Speakers: Roman Zhuravlev

General Session Grand Ballroom
5:00 PM 7:00 PM

Expo Hall Networking Reception

Regency Ballroom

Tuesday Oct 02, 2018

Start Finish Session Session Track / Meeting Participants Where
7:00 AM 8:15 AM

Breakfast

Regency Ballroom Foyer