Briefing for Secret Agent 0013: PRE-CONFERENCE WORKSHOPS

1. Briefing for Secret Agent 0013:PRE-CONFERENCE WORKSHOPS

2. 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.

3. 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 pre-conference 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

4. 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 pre-conference 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

5. 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 pre-conference 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

6. RICK JOSLIN • Certified KCS instructor • Has considerable expertise inknowledge 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

7. RANDY CELAYA • Experienced speaker and instructor • Has worked with help desks and call centers around the world to develop and train professional- to director-level positions in customer support, critical thinking, team building, and problem-solving skills • Leads the HDI Desktop Support Manager pre-conference 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

8. 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

9. 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

10. 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

11. BOB LEWIS • 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 Managementpre-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

12. GREGG GREGORY • Team-building mastermind andprofessional 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 Plaguepre-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

13. MALCOLM FRY • 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

14. 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

15. JIM BOLTON • 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

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

17. KIRK WEISLER • Chief Morale Officer • Is an expert at creating outrageouslycool 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

18. MEGAN SELVA • 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!