2018 Schedule

7:00 am – 8:00 am

Registration and Information

7:00 am – 8:00 am

Pre-Conference Workshop Breakfast

8:00 am – 5:00 pm

3-Day Pre-Conference Workshops

Pre 1: HDI Support Center Director

Pre 2a: HDI Support Center Manager

Pre 3: KCS Principles

Pre 4: HDI Desktop Support Manager

9:00 am – 5:00 pm

HDI Leadership Forums

Forum Pre-Con: Desktop Support Forum

Forum Pre-Con: Executive Forum

Forum Pre-Con: Healthcare Providers Forum

Forum Pre-Con: Higher Education Forum

Forum Pre-Con: Retail Forum

Forum Pre-Con: Support Center Leadership

Forum Pre-Con: Women in IT Leadership Forum

7:00 am – 8:00 am

Registration and Information

7:00 am – 8:00 am

Pre-Conference Workshop Breakfast

8:00 am – 5:00 pm

3-Day Pre-Conference Workshops (Continued)

Pre 1: HDI Support Center Director

Pre 2a: HDI Support Center Manager

Pre 3: KCS Principles

Pre 4: HDI Desktop Support Manager

8:00 am – 5:00 pm

2-Day Pre-Conference Workshops

Pre 5: HDI Support Center Team Lead

Pre 6: HDI Problem Management Professional

Pre 7: Coaching Skills for Quality Support

Pre 8: Succeeding With Metrics! Leveraging Kpis For Continuous Service Improvement

9:00 am – 5:00 pm

HDI Leadership Forums

Forum Pre-Con: Desktop Support Forum

Forum Pre-Con: Executive Forum

Forum Pre-Con: Healthcare Providers Forum

Forum Pre-Con: Higher Education Forum

Forum Pre-Con: Retail Forum

Forum Pre-Con: Support Center Leadership

Forum Pre-Con: Women in IT Leadership Forum

7:00 am – 6:00 pm

Registration and Information

7:00 am – 9:00 am

Pre-Conference Workshop Breakfast

8:00 am – 3:30 pm

3-Day Pre-Conference Workshops (Continued)

Pre 1: HDI Support Center Director

Pre 2a: HDI Support Center Manager

Pre 3: KCS Principles

Pre 4: HDI Desktop Support Manager

8:00 am – 3:30 pm

2-Day Pre-Conference Workshops (Continued)

Pre 5: HDI Support Center Team Lead

Pre 6: HDI Problem Management Professional

Pre 7: Coaching Skills for Quality Support

Pre 8: Succeeding With Metrics! Leveraging Kpis For Continuous Service Improvement

9:00 am – 3:30 pm

1-Day Pre-Conference Workshops

Pre 9: The Fundamentals of Troubleshooting: A Simulation in 4 Steps

Pre 10: 360° Communication: Influence Up, Down, and All Around

Pre 11: The Creative Storm: Igniting Creative Leadership in Your Organization

Pre 12: Creating a Service Catalog That Just Works

Pre 13: Reaching Your Next Summit: 9 Vertical Lessons to Lead with Impact

Pre 14: MasterMinds: Problem-Solving Through Peer Collaboration

11:00 am – 2:30 pm

HDI Local Chapter Officers' Meeting

1:00 pm – 3:30 pm

HDI Leadership Forum Sneak Peek

4:00 pm – 5:00 pm

Opening General Session: The 10 N's of Networking: How to Optimize Your Networking Style to Create Lasting Opportunities (Kaplan Mobray)

5:00 pm – 7:30 pm

Welcome Reception in the Expo Hall

7:00 am – 6:00 pm

Registration and Information

7:30 am – 8:15 am

Breakfast Briefings

Breakfast Briefing 1: Business Focused Support: Reducing Unplanned Work & Increasing Customer Value

Breakfast Briefing 2:Case Study: Texas A&M University's Sprint Towards Continual Service Improvement

Breakfast Briefing 3: Be the Boss You WANT to Work For!

Breakfast Briefing 4: What Great Sports Dynasties Can Teach Technical Support Leaders About Creating Championship Performance

Breakfast Briefing 5: Becoming a Tech Support Concierge

Breakfast Briefing 6: Go Local: Reap the Benefits of Your HDI Local Chapter

Breakfast Briefing 7: From Chaos to Clarity: The 4 Zones of Peak Performance

7:30 am – 8:30 am

Breakfast

7:00 am – 8:30 am

Executive Connections Breakfast & Meeting

8:30 am – 10:00 am

General Session | Keynote Speaker

Keynote: Overcoming Challenges with Determination and Attitude (Herschel Walker); Featured Awards: HDI Hall of Fame, HDI Lifetime Achievement, HDI Local Chapter Officer of the Year

10:15 am – 11:15 am

Session Block 1

Session 101: Crowdsourcing: A Collaboration of Desktop Support Questions and Answers (Two Hour Session)

Session 102: Dashboards 101

Session 103: 3 Tips to Take Your Service Desk to the Next Level

Session 104: Flow, Feedback, and the Service Desk

Session 105: 5 Ways Automation Will Help You—If You're Prepared

Session 106: Managing an Exceptional Multigenerational Team

Session 107: Service Leadership's 9 Guiding Principles: Modeling Success

Session 108: How to Think Like a Customer

Session 109: Quick Fixes for Analyst Performance Challenges

Session 110: The Service Desk's Role in the Cyber Security Kill Chain

11:30 am – 12:30 pm

Session Block 2

Session 201: Crowdsourcing: A Collaboration of Desktop Support Questions and Answers (Two Hour Session)

Session 202: Using Customer Service Data for Continuous Improvement

Session 203: Overcoming Volume Spikes with Analysis, Preparation, and Execution

Session 204: Service & Support in the era of Digital Transformation

Session 205: ITSM Deep Dive: Classification, Prioritization, Escalation, and Alerting

Session 206: 5 Steps to Effective, Engaging, and Authentic Leadership

Session 207: The Creative Storm: Blowing Away the Barriers to Team Performance in the Modern Support Organization

Session 208: Rise of the Machines: How AI is Transforming IT and the Self-Service Experience

Session 209: Metrics 101

Session 210: Surveying the Customer Experience

12:30 pm – 3:00 pm

Expo Hall Open

12:30 pm – 2:00 pm

Lunch

12:30 pm – 2:00 pm

Executive Connections Lunch

12:45 pm – 2:30 pm

Solution Spotlight Sessions

Solutions Spotlight: 5 Key Mistakes to Avoid with ITIL (Ivanti)

Solutions Spotlight: Back to the Future: Using the Past to Guide the Future (Cherwell)

Solutions Spotlight: How To Secure Service Desk Credentials (Bomgar)

Solutions Spotlight: Identity-as-a-Container (IDaaC) Platform (Avatier)

Solutions Spotlight: Benchmarking  and Assessment Best Practices (HDI)

3:00 pm – 4:00 pm

Session Block 3

Session 301: Beyond Desktop Support: A Journey from the Deskside to Comprehensive Service

Session 302: How Southwest Airlines Used Metrics to Reach a Higher Plane (Case Study)

Session 303: Building the Service Desk Analyst Scorecard

Session 304: Ask the Workforce Management Wizard

Session 305: Transformation, Transparency, and Accountability: A Case Study on Changing the Way We Deliver IT Services (Case Study)

Session 306: 5 Behaviors of a Cohesive Team

Session 307: The CIO Panel

Session 308: Develop a Data-Driven Strategy to Mind-Blowing IT Support

Session 309: Seeing the Diamond in the Rough: Hiring and Coaching for Success

Session 310: Bad Bots Panel

4:15 pm – 5:30 pm

General Session | Keynote Speaker

Keynote: Experience as the North Star: Don't Lose Your Way with Your Customers (Warren Tomlin); Featured Awards: HDI Team Excellence, CSAT Elite 50

5:30 pm – 7:30 pm

HDI 2018 Networking Reception

7:00 am – 5:00 pm

Registration and Information

7:30 am – 8:30 am

Breakfast Briefings

Breakfast Briefing 8: Live Case Study: The Journey to the "Cloud" – More than just a Destination

Breakfast Briefing 9: Using Knowledge Effectively to Accelerate Self-Service ROI

Breakfast Briefing 10: It Shouldn't be This Hard! Providing Better Support With Less Resources

Breakfast Briefing 11: Shape the Future of Customer Service with Artificial Intelligence

Breakfast Briefing 13: Eliminate Service Outages by Modernizing IT Services & IT Operations

Breakfast Briefing 14: Experience the Smart Service Desk, Powered by Machine Learning

7:30 am – 8:30 am

Breakfast

7:00 am – 8:30 am

Executive Connections Breakfast & Meeting

8:30 am – 10:00 am

General Session | Keynote Speaker

Keynote: Harnessing the Rhythm of Teams (Mark Schulman); Featured Awards: HDI Manager of the Year, HDI Analyst of the Year, HDI Desktop Support Technician of the Year

10:15 am – 11:15 am

Session Block 4

Session 401: The Future of Desktop Support

Session 402: Outcome-Based Reporting for Processes and Projects: Remembering the Why

Session 403: Service Desk Lessons Learned

Session 404: Why KCS? A Western Kentucky University Success Story

Session 405: A Crash Course in Change Management

Session 406: If It Weren't for These Freakin' People!: A Deep Dive into the Pool of Relationships

Session 407: Managing and Sourcing Strategic Vendor Relationships Roundtable (Two-Hour Session)

Session 408: Support Everywhere: Adapting Technical Support for Social Customer Care

Session 409: DevOps 101: What the Service Desk Needs to Know

Session 410: What Is DX and Why Should I Care?

11:30 am – 12:30 pm

Session Block 5

Session 501: How Walk-Up Support Can Transform the Customer Experience

Session 502: Improving Service with Right Sized Metrics

Session 503: 10 Golden Rules of Service Desk Ticketing

Session 504: The New Incident Management

Session 505: Chat for Technical Support: A Discovery Journey to Best Practices

Session 506: The Language of Listening: Drive Results and Employee Engagement

Session 507: Managing and Sourcing Strategic Vendor Relationships Roundtable (Two-Hour Session)

Session 508: Customer Journey Mapping: Put the Customer at the Center of Support

Session 509: Engaging Women in IT

Session 510: Leaders Are Readers, Readers Are Leaders

12:30 pm – 4:00 pm

Expo Hall Open

12:30 pm – 2:00 pm

Lunch

12:30 pm – 2:00 pm

Executive Lunch

12:30 pm – 3:00 pm

Solution Spotlight Sessions

Solutions Spotlight: Selfless Service - A Service Management Mindset to Improve User Experience (Freshservice)

Solutions Spotlight:The Two Boundaries that your Service Management Needs to Cross, Today! (ManageEngine)

Solutions Spotlight: AI, Bots and Humans – The Future of Technical Support Journeys (Genesys)

Solutions Spotlight: Treat Your Employees Like Your Best Customers (Samanage)

Solutions Spotlight: Open Teams: The Future of Service (Atlassian)

3:30 pm – 3:50 pm

Expo Prize Giveaway

4:00 pm – 5:00 pm

Session Block 6

Session 601: KCS Swarming: Ways to Gain Efficiencies for Desktop Support

Session 602: Working and Tracking Time in Real-Time

Session 603: Starting from Scratch: How to Create a Brand-New Team (Case Study)

Session 604: The Enterprise Service Desk: The Greatest Opportunity in a Generation!

Session 605: Mapping the Incident Management Process: Blueprint for Success

Session 606: The Secrets to Successful Support: HDI Award Finalists' Panel Discussion

Session 607: Creating Your Service Strategy

Session 608: The Secrets to Analyst Engagement

Session 609: Relevant and Real Security Stories That Threaten Your Company

Session 610: Measuring the Quality of Desktop Support

7:00 pm – 10:00 pm

HDI 2018 Conference Party at Club Hakkasan

8:00 am – 9:00 am

Breakfast

9:00 am – 10:00 am

Session Block 7

Session 701: TECHTalk with Rae Ann and Rumburg

Session 702: Service Desk Metrics Go DevOps

Session 703: Outsourcing for Success: A Best Practices Blueprint

Session 704: Robot Army or Automated Helper: Is Your Support Organization Ready to Use Bots to Communicate with Customers?

Session 705: Leggo My Lego!: Learn and Apply Lean Management Like Never Before

Session 706: The Tallest Tower: Building Teams, Towers, and Trust (Two-Hour Session)

Session 707: Taking Problem Management Seriously: You Can't Afford Not to Support It!

Session 708: The Path to Service Excellence

Session 709: Automation: The Next Big Service Desk Initiative

Session 710: Support Culture: 50 Tips in 50 Minutes

10:15 am – 11:15 am

Session Block 8

Session 801: Moving Desktop to Proactive Using Self-Help and the Service Catalog

Session 802: The Calm After the Storm: Taking a Disciplined Approach to Growth and Change

Session 803: Successful Global Communication with Your Team and Customers

Session 804: Stayin' Alive: Creating and Keeping a Strong KCS Culture

Session 805: Turbocharge Service Management Through Lean and Agile Thinking (Case Study)

Session 806: The Tallest Tower: Building Teams, Towers, and Trust (Two-Hour Session)

Session 807: The Future of ITSM

Session 808: Bridging the Generation Gap of Business Expectations for IT

Session 809: The Power of Play: The Missing Ingredient in Your Company

CANCELLED Session 810: Driving Collaboration, Teamwork, and Employee Satisfaction with Innovative Workflow (Case Study)

11:30 am – 12:45 pm

General Session | Keynote Speaker

Keynote: Improving Happiness - and the Bottom Line (Nataly Kogan)