Tuesday, November 19 | 8:00am - 3:45pm
Spend the day in one of our informative 1-Day Workshops, learning with the best in the service management industry. 1-Day Workshops are included in our Premium Passes, and advance registration is required.
Pre-07: Re-Imagine(ering) Service Management
Speaker: Doug Rabold
What began in post-war Kansas City has grown and evolved into an empire with a crown jewel known as "the most magical place on Earth". From humble roots in the Midwest was spawned a global media and entertainment conglomerate the likes of which few people - perhaps only one man - could possibly have dreamed.
There are fifteen principles, seven processes and one approach to storytelling upon which this ubiquitous growth and dominance have been forged. These attributes pervade every level of the organization from top to bottom and bottom to top. They are embedded in the development cycle from initial conception to rope drop. And they are applied to all parts of the organization - regardless of line of business within the vast empire.
More importantly, these principles are not exclusive to the entertainment field. With understanding and some customization, they can be readily applied to any organization in virtually any industry.
Join Doug Rabold for this highly interactive in-depth exploration of the fifteen principles, seven processes and the storytelling approach upon which a global empire was built - and how you can leverage the workshop activities to apply them to your team and to yourself as a leader to establish a foundation of service excellence.
Going to Infinity and Beyond the mere theoretical, in this this workshop we will apply the principles of Imagineering to "solve your problem" for some of the workshop participants!
Pre-08: Surviving the Apocalypse: Recovering from a Disaster
Speakers: Michael Hanson and Angee Phong
Embark on an extraordinary journey into the uncharted territories of Disaster Recovery (DR) and Business Continuity (BC) in our one-day workshop. Guided by creativity and propelled by imagination, this workshop transforms the usual into the exceptional. Prepare to face the unexpected - from a zombie-infested IT world to magical malfunctions and intergalactic network disruptions!
Unleash your problem-solving prowess and team spirit as you navigate various scenarios, making critical decisions in our tabletop exercises. Delve into the latest DR and BC strategies while embracing the fun of fantasy realms and science fiction showdowns. Discover how creativity can empower you to tackle the most challenging IT calamities with a grin.
Join us for a day of play, exploration, and learning, where resilience meets imagination, and disaster recovery takes a whimsical turn. Your quest for DR and BC mastery awaits!
Note: This workshop blends interactive tabletop exercises with creativity to engage participants and deepen their understanding of DR and BC principles in a playful and enjoyable manner.
Pre-09: ITSM Unplugged: From FUNdamentals to Trends Driving the Industry Forward
Speakers: Marie DiRuzza and Christopher Chagnon
Ready for a FUN, interactive, and engaging workshop that covers Service Management (ITSM/ESM) fundamentals AND explores the trends that are driving the industry forward? Join two industry thought leaders who share their experiences. From getting started with Service Design to building an effective service catalog, from business-process automation to AI and machine learning, from Enterprise Service Management to Experience Management, we will cover it all. Through interactive exercises and peer-connections, attendees will learn actionable strategies for improving their Service Management practices. Whether you're new to ITSM or a seasoned practitioner, this workshop will provide valuable insights into the world of service management and equip you with the knowledge and tools you need to succeed in today's fast-paced IT landscape.
Pre-10: Experience Essentials
Speaker: Deborah Monroe
The starting point for all organizations new to employee experience, our essentials course will outline the "what" of experience and spark that lightbulb moment.
Experience Essentials provides learners an excellent introduction into Experience and Experience Management. We cover all the Experience Management Frameworks and how they should be applied and provide the attendee an overview of why they should be considering experience. This is an interactive, practical class giving the attendee a good understanding of Experience principles.
This one-day course is presented in collaboration with Experience Collab and TSO and delivered by instructors accredited by APMG.