SupportWorld

SupportWorld, Jan/Feb 2013

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Sunday – Tuesday, Three-day Pre-Conference Workshops 8:00 am – 9:00 am 8:00 am – 9:00 am 9:00 am – 5:00 pm Registration and Information Pre-Conference Workshop Breakfast Pre-Conference Workshops Pre-1: HDI Support Center Director, Katherine Lord Pre-2: HDI Support Center Manager, John Custy Pre-3: Knowledge Management Foundations: KCS Principles, Rick Joslin Pre-4: HDI Desktop Support Manager, Rae Ann Bruno Pre-5: ITIL Continual Service Improvement, Rich Petti Pre-6: ITIL Service Operation, Jim McKennan Monday – Tuesday, Two-day Pre-Conference Workshops 8:00 am – 9:00 am 8:00 am – 9:00 am 9:00 am – 5:00 pm Registration and Information Pre-Conference Workshop Breakfast Pre-Conference Workshops Pre-7: HDI Support Center Team Lead, Pete McGarahan Pre-8: Cloud Computing Essentials, Leslie Landry Tuesday, One-day Pre-Conference Workshops 8:00 am – 9:00 am 8:00 am – 9:00 am 9:00 am – 3:30 pm Registration and Information Pre-Conference Workshop Breakfast Pre-Conference Workshops Pre-9: Bare Bones Project Management, Bob Lewis Pre-10: People, Personalities, and the Plague, Gregg Gregory Pre-11: Balancing Service Desk Performance and Quality, Malcolm Fry Pre-12: The Balanced Scorecard: Measuring IT's Value to the Business, Julie Mohr Pre-13: Problem Management, Jim Bolton Pre-14: Great Leaders Teach and Great Teachers Lead, Kirk Weisler Pre-15: The Zappos Tour Experience Tuesday, April 16 8:00 am – 6:00 pm 11:00 am – 3:00 pm 5:00 pm – 7:00 pm Registration and Information HDI Local Chapter Officer's Meeting Welcome Reception in the Expo Hall Wednesday, April 17 7:00 am – 6:00 pm 7:30 am – 8:15 am Registration and Information Breakfast, Executive Connections Breakfast, Breakfast Briefings 8:30 am – 10:00 am General SeSSiOn Steve Wozniak Unplugged, Steve Wozniak 10:15 am – 11:15 am SeSSiOn BlOCk 1 101: The Economic Impact of Support: What's Your Value Proposition?, Jeffrey Rumburg 102: The Hitchhiker's Guide to Universal Service Management, Ian Clayton 103: The Basics of Organizational Change in Support, Katherine Lord 104: Better Service Delivery Through Process Execution, Ric Mims 105: Don't Geek IT, Speak IT! Influence and Lead Your Team, Manley Feinberg 106: Metrics Your Business Won't Ignore, Phyllis Drucker 107: Understanding and Quantifying Downtime: You Can't Manage What You Can't Measure, Niels Loader 108: Recruiting Today's Service Superstars, Mary Cruse 109: Breaking Down the Barriers to Collaboration, Rae Ann Bruno 110: I Want My iPhone and I Want It Now!, Chad Hill, Terri Oropeza 11:30 am – 12:30 pm SeSSiOn BlOCk 2 201: Service Management in 20/20, Vance Brown, Ron Muns 202: Should You Establish a Service Management Office?, Jayne Groll 203: Defining Services: Science, Art, or Voodoo?, Doug Tedder 204: From Shame to Fame in Operational Excellence, Cay Robertson 205: Media Madness, Magazines, and Metaphors, Kirk Weisler 206: Performance Dashboards: The University of Miami Approach, Eddie Vidal 207: Next-Generation Service Support: Engaging Your Customer, Ken Gonzalez 208: Service the Zappos Way, Jonathan Wolske 209: VDI Implementation and Support: A Real-World Example, Jeff Pitts, Jeremy Gruenke 210: Knowledge Management, Self-Service, and the Social Enterprise, Pete McGarahan, Rick Joslin 11:30 am – 6:00 pm 12:30 pm – 2:00 pm Expo Hall Open Lunch 3 Ways to RegisteR: www.HDiConference.com | 800.248.5667 | support@thinkHDi.com

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