Transcript Document

Briefing for Secret Agent 0013:
PRE-CONFERENCE WORKSHOPS
0013,
We’re sending you to Las Vegas
to rendezvous with your contacts
in the technical service and
support space. You’ll find
detailed dossiers in the pages
that follow, along with the
dates that your contacts will be
in position at the Mandalay Bay.
Good luck.
KATHERINE LORD
• Seasoned ITSM consultant and
practitioner
• Has considerable expertise in service
management, knowledge management, strategic
integrated metrics/KPI programs, organizational
structural realignment, and overall organizational
change
• Leads the HDI Support Center Director preconference workshop (Pre-1)
– Workshop focuses on the development and execution of
strategic plans
– Participants discover how to improve and communicate their
value, focus on results, manage customer perceptions, and
identify the processes and procedures that are necessary for
success
When: Sunday—Tuesday, April 14—16
JOHN CUSTY
• Seasoned consultant and practitioner
• Has considerable expertise designing,
developing, and implementing IT service
management strategies and solutions
• DPSM and board member with The priSM Institute
• Leads the HDI Support Center Manager preconference workshop (Pre-2)
– Participants learn how to satisfy operational demands and
build a support center that aligns with the organization,
adds value to the business, and delivers on its commitments
When: Sunday—Tuesday, April 14—16
RAE ANN BRUNO
• ITIL-certified instructor, author, and
consultant
• Has considerable expertise in process
re-engineering, employee development, and
the business alignment of IT services
• Leads the HDI Support Center Manager preconference workshop (Pre-2)
– Participants learn how to satisfy operational demands and
build a support center that aligns with the organization,
adds value to the business, and delivers on its commitments
When: Sunday—Tuesday, April 14—16
RICK JOSLIN
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Certified KCS instructor
Has considerable expertise in
knowledge management and
Knowledge-Centered Support
Has written on knowledge management
and the Knowledge Management Maturity Model
Leads the Knowledge Management Foundations: KCS
Principles pre-conference workshop (Pre-3)
– Workshop focuses on KCS as a tool for improving service levels,
gaining operational efficiencies, and increasing value
– Participants learn how to implement a strategy for adopting KCS
that creates and maintains knowledge as a by-product of the
incident management process
When: Sunday—Tuesday, April 14—16
RANDY CELAYA
• Experienced speaker and instructor
• Has worked with help desks and call
centers around the world to develop
and train professional- to directorlevel positions in customer support,
critical thinking, team building, and problemsolving skills
• Leads the HDI Desktop Support Manager preconference workshop (Pre-4)
– Participants learn how to satisfy operational demands and
build a desktop support group that aligns with the
organization, adds value to the business, and delivers on
its commitments
When: Sunday—Tuesday, April 14—16
RICH PETTI
• Practitioner, coach, consultant, and ITIL Expert
• Has forty years of experience assessing, creating,
implementing, and managing IT best practices,
processes, and projects in IT organizations across
a wide range of sizes and industries
• Leads the ITIL Continual Service Improvement
pre-conference workshop (Pre-5)
– Workshop focuses on the continual service improvement
process and its key principles, methods, and techniques
– Participants learn how to apply the key lessons and
structures of the service improvement process within their
organizations
When: Sunday—Tuesday, April 14—16
JIM McKENNAN
• Experienced ITSM consultant and ITIL Expert
• Is a popular speaker at national, regional, and
local events
• Has written white papers, articles, and focus
books on ITIL, ITSM, and other topics
• Leads the ITIL Service Operation pre-conference
workshop (Pre-6)
– Workshop provides critical knowledge and practical guidance
on the service delivery and support phase of the ITIL
lifecycle
– Participants learn about the processes and support tools
that provide an end-to-end view of service operation and
delivery, which facilitates the detection of any threats or
failures to service quality
When: Sunday—Tuesday, April 14—16
PETE McGARAHAN
• Practitioner and thought leader
• Is passionate about customer service
and the maturity of the technical
service and support industry
• Leads the HDI Support Center Team Lead
pre-conference workshop (Pre-7)
– Participants learn how to deliver exceptional customer
support, promote process improvement, coach for success, and
take charge of a team’s day-to-day operational activities
When: Monday—Tuesday, April 15—16
BOB LEWIS
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Thought leader and consultant at the
forefront of guerilla movement that
rejects orthodoxy of “running IT as a
business”
Writes the “Survival Guide” column for
InfoWorld, has written ten books and more
than 1,000 columns
Leads the Bare Bones Project Management
pre-conference workshop (Pre-9)
– Workshop focuses on actionable steps for building and managing
projects and highlights the “street smarts” of project
management
– Participants learn how to deliver exceptional customer
support, promote process improvement, coach for success, and
take charge of a team’s day-to-day operational activities
When: Tuesday, April 16
GREGG GREGORY
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Team-building mastermind and
professional speaker
Has experience in real estate,
mortgage banking, event production,
and broadcasting; has helped
thousands of businesses, nonprofits,
and government agencies achieve success
Leads the People, Personalities, and the Plague
pre-conference workshop (Pre-10)
– Workshop focuses on the process of designing the teams you
need to produce the results you want
– Participants learn about the relationship between trust and
team culture, the four-step team matriculation process, the
reasons why generations work and communicate so differently, the
importance of the right team chemistry, and the importance of
mutual accountability
When: Tuesday, April 16
MALCOLM FRY
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Industry luminary and thought
leader
Has written many best-selling
books, articles, and papers on ITSM
Won the Ron Muns Lifetime
Achievement Award in 2009
Leads the Balancing Service Desk Performance
and Quality pre-conference workshop (Pre-11)
– Workshop focuses on establishing a proper balance between
performance and quality
– Participants learn about the ways in which the service desk can
manage performance and quality to overcome challenges
When: Tuesday, April 16
JULIE MOHR
• Change agent, author, consultant,
speaker, and teacher
• Is driven to change the world through
thought-provoking dialogue and interaction
• Leads The Balanced Scorecard: Measuring IT’s Value
to the Business pre-conference workshop (Pre-12)
– Workshop focuses on the core IT processes that demonstrate
IT’s value to the business and provide critical information
that helps businesses measure success
– Participants learn about the core IT processes that
demonstrate IT’s value to the business and provide critical
information that will help businesses measure success
When: Tuesday, April 16
JIM BOLTON
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Thought leader, consultant, and
accredited trainer
Leadership and knowledge of industry
best practices have brought IT service
excellence to a number of industries,
from higher education to manufacturing
Leads the Problem Management pre-conference workshop
(Pre-13) with Buff Scott
– Workshop focuses on the design, integration, and implementation
of both reactive and proactive problem management
– Participants learn about reactive problem management, proactive
problem management, how problem management integrates with
event, incident, knowledge, and change management, and much more
When: Tuesday, April 16
BUFF SCOTT
• ITIL Expert, trainer, and consultant
• Has more than thirty years of experience in IT
industry
• Leads the Problem Management pre-conference
workshop (Pre-13) with Jim Bolton
– Workshop focuses on the design, integration, and
implementation of both reactive and proactive problem
management
– Participants learn about reactive problem management,
proactive problem management, how problem management
integrates with event, incident, knowledge, and change
management, and much more
When: Tuesday, April 16
KIRK WEISLER
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Chief Morale Officer
Is an expert at creating outrageously
cool workplace cultures and
high-performance teams
Is passionate about creating
workplace cultures that are rich in
spirit and engagement
Leads the Great Leaders Teach and Great Teachers Lead
pre-conference workshop (Pre-14)
– Workshop focuses on whats, whens, whys, and hows of effective,
high-impact leadership, focusing on awakening and strengthening
the teacher/leader spirit in each participant
– Participants return to their teams prepared to teach, reach,
and inspire in a way that will touch hearts, enlighten minds,
and change lives
When: Tuesday, April 16
MEGAN SELVA
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Senior editor and member of Q
branch, providing HDI with
state-of-the-art words and the
latest weapons in the war against
shoddy grammar and style
Track chair for the HDI 2013
pre-conference workshops
Selected workshops that she hopes will engage attendees,
renew or spark a passion for service management, project
management, metrics, quality, ITIL, etc., and help
attendees make the most of the HDI 2013 experience
If you want to stop by and tell her how your workshop
went, you’ll find her behind the registration desk. Stop
by anytime!