Tracks

This track is for CIOs and senior business executives who are responsible for their organizations' strategic direction, long-term planning, and support vision. The sessions in this track address provocative support perspectives and emerging trends, and are designed to challenge your established thinking, generate new constructs for service excellence, and engage you in stimulating dialogue with industry peers. The Executive View complements the Executive Connections networking package to create a unique conference experience.

This track explores the latest approaches to enhancing the service desk, infrastructure management, and technical support through service management. These sessions will examine real‐world solutions for effective end-to-end services, uncovering the latest techniques and practices for increasing the business value of the support organization and achieving organizational objectives.

This track examines the concepts and best practices that promote process improvement and operational efficiency and effectiveness, all of which are critical to support center optimization. Learn from others' experiences on such topics as implementing new services, facilitating process adoption, and keeping pace with emerging trends with an eye toward quality assurance and continuous service improvement.

This track focuses on key principles and strategies related to leadership, team building, motivation, and effective communication. The sessions in this track will cover best practices for handling key people issues, including staffing, resource maximization, and performance management.

Performance measurement is a critical activity for any effective technical service and support organization. The sessions in this track delve into the metrics and KPIs you should be measuring, as well as how to determine if your data says what you think it says and how to effectively report the most meaningful metrics. This information will help you make the proper decisions and take the appropriate actions for continuous improvement.

This track, combining practical concepts and skills-based sessions, provides valuable insight into creating effective customer communications, connecting with your customers, and empowering your customers with self-service. The sessions in this track explore topics like creating a service culture, customer satisfaction, call center management, and more. They also focus on call center skills and related techniques that managers take back to their offices for in‐service training.

The sessions in this track examine the core processes, technologies, and metrics you need to effectively manage the day‐to‐day functions of a desktop support operation. Learn more about key desktop support processes, workflow management, performance measurement, and collaborating with the service desk to increase the IT organization's overall effectiveness and improve customer satisfaction.

Learn about the latest support tools and technologies for optimizing support center performance, including social tools, remote tools, knowledge tools, virtual support, chat, and other support automation technologies. Discover how other organizations have implemented these technologies to improve efficiencies and control costs. Also, get an inside look at the virtual technologies that will directly impact support services in the near future.