1-Day Workshops

Led by: Chris Gillis & Mike Voss | University of Notre Dame

Best for: IT support professionals and leaders who want to strengthen customer interactions, communication, emotional intelligence, and team resilience.

Great support isn't just about resolving the ticket. It's about what happens between the people on either side of it.

This interactive workshop gives you practical tools for building trust, communicating with empathy, navigating difficult conversations, and staying resilient when support gets stressful. You'll practice real-world techniques you can use yourself—and gain exercises and frameworks you can bring back to your team.

What You'll Learn:

• Strengthen active listening and communication skills

• Apply structured problem-solving techniques to service challenges

• Use the RES Method: Recognize, Empathize, Strategize

• Navigate uncertainty with a collaborative "let's find out" mindset

• Build practical strategies for managing stress and resilience

• Take home a train-the-trainer toolkit for developing these skills across your team

Your Takeaway: Better conversations, stronger customer experiences, and a practical framework you can use to level up your entire support team.

Led by: Katrina Macdermid | BALMAIN, hitglobal.services

Best for: ITSM professionals, automation leaders, product owners, and transformation leaders responsible for implementing or influencing AI-enabled services.

AI is already changing IT service management. The bigger question is: Are we designing it around the people who actually have to use it?

Explore Humanising AI™, an experience-led approach to AI design and deployment that puts people at the center. You'll examine generative and agentic AI, challenge assumptions about automation, and learn how to evaluate AI-enabled services through a human lens. Because "technically correct" isn't much of a victory if everyone hates using it.

What You'll Learn:

• Separate real AI capabilities from "smart automation"

• Identify where AI may already be embedded in ITSM workflows

• Understand why technically effective AI can still create frustrating experiences

• Apply the Humanising AI™ pillars of Human-Centred, Inclusive, and Trustworthy

• Redesign AI-enabled support journeys around empathy and clarity

• Lead more informed conversations about AI across service, operations, and strategy
  
  

Your Takeaway: A practical framework for making smarter AI decisions and creating AI-enabled services that work for humans, not just systems.

Led by: Kirk Weisler | Initiative Institute LLC

Best for: IT leaders, managers, team leads, and professionals who want to build greater ownership, confidence, and initiative across their teams.

What separates the teams that keep moving forward from the ones stuck waiting for someone else to make the first move? Initiative.

This immersive workshop explores what causes initiative to disappear, and how you can bring it roaring back. Through storytelling, hands-on activities, and real-world applications, you'll learn how to replace hesitation with action and create a culture where people feel empowered to step up. This isn't six hours of PowerPoint. Your attention span can thank us later.

What You'll Learn:

• Identify what causes initiative to fade

• Reignite initiative in yourself and others

• Replace hesitation and burnout with action, ownership, and confidence

• Create small moments of initiative that build momentum

• Recognize and reward initiative so it becomes part of your team's culture

Your Takeaway: Practical ways to build a team that takes ownership, acts with confidence, and doesn't wait around for someone else to solve the problem.