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Tuesday, April 21, 9:00AM - 3:30PM

Arrive a day early and kick off your conference experience with a full-day workshop. Choose from Masterminds sessions for industry or role-specific sharing and networking, or take a deep dive into key challenges facing IT service and support professionals today.

Mastermind Workshops

Pre-10: MasterMinds: Executive
Pre-11: MasterMinds: Higher Education 
Pre-12: MasterMinds: Support Center Leadership
Pre-13: MasterMinds: Healthcare
Pre-14: MasterMinds: Desktop Support

MasterMind: "Coordination of knowledge and effort, in a spirit of harmony, between two or more people, for the attainment of a definite purpose." – Napoleon Hill

Are you a technical support or service management leader who's looking for a unique opportunity to network, share, and learn from the experience of leaders who share your same pain points and challenges? MasterMinds is a place to bring your unique challenges, collaborate on innovative solutions, and gain long-term benefits from a new group of peers from your industry. MasterMinds unlocks the full value of an industry conference, helping you develop new skills and strategies to bring back to your workplace and put into use. Come to experience an open forum where you'll receive individualized advice, hear diverse perspectives, and build connections, relationships, and skills that will endure.

Topic Based Workshops

Pre-15: Exploring ITIL4 with the MarsLander Simulation

As Agile and DevOps have become mainstream, organizations adopting these new ways of working have grown increasingly frustrated with ITIL, which is seen as too bureaucratic and restrictive. But by aligning with Agile and Lean ways of working, ITIL4 can deliver faster end-to-end value to the business. In this workshop, participants will play the Mission Control team for the MarsLander flight. As the mission unfolds, increasing requests, customer feedback, technical debt, emerging technologies, incidents, events, and problems arise. How can the team apply ITIL 4 concepts to mitigate costs and risks, achieve outcomes, and increase business value? Failure is not an option. Are you good enough to be part of the Space-Y Mission Control team? Can you translate ITIL theory into practice? Can you demonstrate how ITIL adds value to the business and provides a competitive edge? Leave this workshop with pragmatic ITIL 4 takeaways you can apply as soon as you get back to the office!

Pre-16: Core Motive: Your Superpower for Decoding Human Potential!

Never before has communication and leadership effectiveness had such a direct impact on our organization's performance. We live in a world where time is money and results. Imagine if you could figure out why people do what they do—and get them to do more of what you want and need them to do. Wouldn't that take half the stress out of your day?
 
Core Motive is a psychometric that measures “why we do what we do” and is the foundation of emotional intelligence (EQ). Your Core Motive is as intrinsic as the color of your eyes. And you can learn your Core Motive and others' easily. Leaders who understand and apply the strategies of Core Motive:
  • Communicate more effectively
  • Build better quality relationships
  • Provoke better, faster results
  • Reduce conflict
  • Foster autonomy and empowerment
  • Promote increased collaboration
Attend this workshop to learn about your Core Motive and learn how to assess your people's Core Motive to improve communication, collaboration, and performance.

Pre-17: SMART Performance Management

Are you struggling with employee engagement and performance management? Do you need guidance on how to improve your one-on-one meetings, performance evaluations, and performance improvement plans? Are you stumped by SMART goals? When you do everything right, does it still sometimes go wrong? In this workshop, Tom Wilk will share tools, tips, and processes he uses when working with employees to promote good career performance. The focus is on help managers and leaders work with their employees to improve their performance, enhance their careers, and provide career growth.

Learn about our multi-day certification based pre-conference training.

View schedule