Executive Connections VIP Event Pass | SupportWorld Live

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The Shifting Landscape and the Future of Work: An Executive Summit

Tuesday, May 2 to Friday, May 5

The business world has been through a period of intense turbulence over the past few years, with leaps into remote work, supply chain disruptions, shifting demands, and organizational challenges. At the same time technological advancements, such as AI and automation, are transforming our work and creating new opportunities and challenges.

This year's Executive Connections lays out the challenges and opportunities facing organizations in this shifting landscape and explores what they mean for the future. We will traverse the path being carved out by enterprise service management and discover the beauty of the modern workplace, how the future of work addresses more than just technology but also experience and efficiency.

Facilitated discussions will include a journey of what-ifs, with stories of the ways companies are looking to the future. One such story comes from our venue, MGM Resorts International, which recognized the challenges that remote and distributed access created and shifted their landscape to prepare and protect their digital value. We will walk through a case study with Rosalia Hajek and take a deep dive into what it means to prepare for the future as everything around us is shifting.

To find solid ground in a shifting landscape, rapid changes evoke the need for flexible and adaptable approaches from agile and resilient organizations. In Q&A sessions with keynote speakers Matthew Luhn and Sara Ross, we’ll learn how to connect through story and redefine what success looks like.

At the close of the workshop, we will discuss ways to remain grounded and focused while embracing change, experimenting and iterating, and being open to new possibilities and ways of doing things.


Executive Connections includes all relevant Standard Conference Pass benefits plus:

  • Access to the one-day Executive Connections workshop featuring leadership and strategy programming plus a hands-on case study*
  • Exclusive programming designed to deliver maximum value to senior-level professionals
  • Up-close-and-personal interaction with keynote speakers Matthew Luhn and Sara Ross
  • Facilitated networking at exclusive breakfasts and lunches
  • Dedicated lounge and networking space that will be available throughout the week during show hours
  • Invitation to HDI’s VIP reception for speakers, the HDI Strategic Advisory Board, and other senior-level attendees
  • Access to premium, reserved seating at all general sessions

Invest in your growth as an IT leader and access the people and insights driving this industry forward. Must qualify to attend.

* You must register for a Premium Executive Connections Pass to participate in the one-day workshop.



The Shifting Landscape and the Future of Work: An Executive Summit
7:30 - 8:30 am Breakfast and Facilitated Networking: Preparing for the Future of Work
8:30 - 9:00 am Introductions: Setting the Stage
9:00 - 9:45 am

Keynote and Q&A: Ric Mims on The Business of Enterprise Service Management

ITSM is how IT teams manage the end-to-end delivery of IT services to customers; enterprise service management (ESM) is the extension of ITSM that enables better service delivery for business teams. In this keynote, Ric Mims will identify key stops on the roadmap toward accomplishing ESM and successfully standardizing service delivery, improving effectiveness and performance, streamlining workflows, and enabling better measurements to drive business decisions.

9:45 - 10:15 am Morning Break 
10:15 - 11:00 am

Keynote and Q&A: Pete McGarahan on the Importance of the Modern Workforce in Shaping The Future of Work

As the workplace continues to evolve, it’s imperative that we listen to our employees so we can adapt and adopt new ideas, practices, and opportunities that make us all better. In this keynote, Pete McGarahan will share his experience over the last four years, responding to the pandemic at First American by equipping people to work from anywhere and creating a modern workplace to support them in their return-to-office strategy.

11:00 am - 12:00 pm Executive Briefing and Q&A: Rosalia Hajek on MGM Resorts International’s Security Touchpoint Scheme for Access Management 
12:00 - 1:00 pm Exclusive Networking Lunch 
1:00 - 2:30 pm Workshop: MGM Resorts International’s Security Touchpoint Scheme for Access Management 
2:30 - 3:30 pm Wrap-up and Q&A: MGM Resorts International’s Solution and Key Findings 
3:30 - 3:45 pm Afternoon Break
3:45 - 5:00 pm General Session: Keynote featuring Paul Long (Reserved Seating)
5:00 - 7:00 pm Networking Reception in the Expo Hall

* You must register for a Premium Executive Connections Pass to participate in the one-day workshop.


Host and Facilitator

Patti Blackstaffe, CEO, Digital Leader Advisor, Strategic Sense Inc./GlobalSway

Patti Blackstaffe is an impassioned author, speaker, and consultant specializing in leadership, governance, and transformation. She has led transformations for various initiatives in the enterprise tech stack, including ERP, ITSM, CRM, HRM, and cloud-powered platforms. Patti's ability to visualize connections and interdependencies in her early roles in IT outsourcing and systems integration led her to lead teams delivering systems in the MEAA region until she launched her firm in 2008. With a systemic and human-centred approach, she helps companies improve digital leadership and facilitate governance refresh programs for digital environments. Patti is a Fellow of the Institute for Digital Transformation, an HDI Top 25 Thought Leader for 2021/2023, an Industry Advisor for the University of Calgary Business, Technology, Management and Analytics Program and has served on many non-profit boards.



Rosalia Hajek, Business Information Security Officer, MGM Resorts International®

Rosalia Hajek has been providing executive level leadership for Information Technology, Technology Risk and Cyber Security teams for close to 20 years, designing and implementing best-in-class, enterprise-wide, cyber security, risk, and compliance programs at top-tier, global companies, in both public and private sectors. She is a Business-Driven Information Security Protagonist, who is passionate about driving alignment of top technology risks for varied industries like healthcare, insurance, gaming, hospitality and entertainment. Throughout her professional career, she has matured security metrics by more than 35%, and has positively impacted more than 23M collective clients. Currently Ms. Hajek is the leader of the enterprise Business Information Security Office, at the global gaming and entertainment leader - MGM Resorts International, where she leads a center of excellence to drive prioritized focus to scale foundational cyber security, privacy, and compliance controls. Seen as a key strategic partner, her favorite mantra garnered from her passion in improv is: “yes, and…”, in finding dynamic security solutions, that accelerate functional area fiscal goals, and strengthen foundational enterprise shared processes. Ms. Hajek is a Computer Science Engineer and has her M.S. in Computer Science from the University of Southern California, Advanced Executive Education from Anderson School of Business UCLA and numerous certifications such as CISM, CSM, CSPO and PMP. She is a CISO Governing Board Member for the Evanta SCAL CISO and Consero Advisory organization. She is a very active member in CHIEF as well, and has been a speaker at Evanta, ISSA, ISACA, CHIEF, and IANS conferences speaking on varied topics such as cybersecurity, HIT, technology risk, women in technology/cyber security/business, STEM, and leadership.


Ric Mims, Solutions Director, SDI Presence 

Ric Mims has more than 28 years of experience in service desk management, ITSM, consulting and operations. Ric has held various positions throughout his career, from team leader to help desk manager to ITSM consultant. He's also served in many capacities for HDI, including as a member of the HDI Faculty, a frequent speaker at HDI conferences, and a former local chapter president. Ric's most recent work encompassed project leadership for planning, design, and implementation of ITSM initiatives for Occidental Petroleum, Charles Schwab, and Cepheid BioTech, to name a few. Currently, he is a solutions director for SDI Presence, based in Chicago.


Pete McGarahan, Sr. Director, Workplace and Collaboration Services, First American Financial 

Pete McGarahan is the senior director of Workplace & Collaboration Services for First American Financial. Pete is the 2020 HDI Lifetime Achievement Award honoree and an expert and thought leader in the global ITSM and customer experience industries. His thought leadership, energy, mentoring and leadership coaching have influenced the maturity and growth of the service and support industry and his peers. With thirty-two years of experience of IT, Pete built his career at PepsiCo, Taco Bell, Vantive Corporation, STI, and HDI; he also founded McGarahan & Associates, a business, IT, and service leadership consultancy. As a practitioner, product manager and support industry analyst and expert, Pete has left an indelible mark on the support industry and community.