The Roaring '20s: What's Ahead for Service and Support?

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The Roaring '20s: What's Ahead for Service and Support?

Wednesday, August 5 at 4:15 PM

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The 2010s were a decade of rapid evolution in IT, technical support, and service management: mobile devices secured their place in the employee and customer ecosystem; new technologies have enabled more effective, efficient remote support; improved knowledge management practices and principles have enabled shift-left strategies, empowering customers and improving employee satisfaction; countless frameworks and methodologies have emerged and evolved in complementary ways, allowing organizations to customize their approaches for best fit; service management practices and principles, borne of IT, have been extended out to the wider enterprise, improving efficiency and increasing the value of support. Many long-predicted and -awaited changes took effect in 2019 alone (ITIL 4, for one).

It was an exciting, sometimes exhausting, decade…but what do the 2020s have in store for technical support and service management? Join us on Wednesday afternoon when our esteemed panel of tech leaders will lay out a roadmap for the near and far future

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Roy Atkinson

Group Principal Analyst


<p>HDI's 2019 Lifetime Achievement Award honoree Roy Atkinson is one of the top influencers in the service and support industry. His blogs, presentations, research reports, white papers, keynotes, and webinars have gained him an international reputation. In his role as Group Principal Analyst, he acts as in-house subject matter expert for HDI and ICMI, bringing his years of experience to the community. He holds a master's certificate in advanced management strategy from Tulane University's Freeman School of Business, and he is a certified HDI Support Center Manager. Follow him on Twitter <a href="" data-mce-href="">@RoyAtkinson</a></p>

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Cindy Leavitt

CIO and VP, Information Technology

Temple University

Cindy Leavitt is the CIO and VP of Information Technology at Temple University. At Temple, she's responsible for planning and implementing technology initiatives and overseeing key IT units, including the help desk, university-wide end-user support services, academic computing, and more. Her thirty years of experience span all aspects of IT, including strategic planning, project management, system design, operations, and application development. Cindy is passionate about creating empowered and innovative teams, and she is committed to being an authentic and positive leader who practices what she preaches and leads by example. Cindy received her MBA from the Ross School of Business at the University of Michigan.

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Greg Sanker

State of Oregon

Greg Sanker is an IT service management author, speaker, and practitioner with decades of global IT experience, ranging from a Fortune 10 tech giant to the public sector. An international speaker known for his practical been-there-done-that advice, Greg frequently blogs about excellence in service management on <a href="" style="outline: none;" data-mce-href="" data-mce-style="outline: none;"></a> and was recently named an Top 25 Thought Leader in Technical Support and Service Management by HDI.

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Patricia Blackstaffe


Strategic Sense Inc.

Patti Blackstaffe doesn't just wrangle resistors into using technology. As CEO of Strategic Sense Inc. and Co-Founder for the leadership development group GlobalSway, she unlocks potential for executives, leaders, and companies preparing for an ever-increasing focus on digital technology. She's obsessed about connecting humans with technology for amplifying wild collaboration, obliterating silos, and inspiring compelling experiences. When she's not leading people experience for digital transformation or advising executive leaders in the technology space, she is an industry advisor for the Business Technology, Management and Analytics Program within the Haskayne School of Business at the University of Calgary, a gallery-showing artist, and she dabbles in spatial computing and augmented reality. You can find Patti's company on FaceBook and Twitter @ strategicsense.

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Michael Pacitti

Change Leader


With over 20 years of experience in global, enterprise IT service and operations management, a self-proclaimed customer service junkie, 'IT whisperer" and "change sage,' Michael is passionate about service. As a change catalyst, he has a track record of conceiving, evangelizing, and heading revolutionary global initiatives in various industries. He is fascinated with the details that allows us to engage with and execute on disruptive ideas. Michael has a knack for infusing user insights to optimize the customer journey while propelling service agility, responsiveness, and transparency. Michael has held various leadership and principal consulting roles at T-Mobile, Activision | Blizzard, BayCare Health Systems, USAA, Rite Aid, Columbia University and CHANEL to name a few. <br><br>