Shane Carlson

Cognizant Technology Solutions

Shane Carlson is a dynamic ITIL Certified and Six Sigma trained IT Leader with over a decade of practical IT Service Management experience. Shane is currently a Senior Manager of Consulting with Cognizant Technology Solutions where he is responsible for leading ITSM Process and Organizational transformations for a variety of clients. Shane is an accomplished and experienced presenter and facilitator who is capable of translating a vision for successful alignment of IT products and services to all levels of IT and Business management.

Shane will present the following:

106 - Why One Framework May Not Be Enough
202 – What Do I Do with All of This? Managing the Content from Your Process Initiatives

John Custy

JPC Group

John Custy has more than 20 years of experience in designing, developing, and implementing IT services management solutions, both as a practitioner and as a consultant. He has assisted many organizations in developing their service strategies and translating these strategies into functional business plans, resulting in improved IT services management practices. John is an ITIL-certified service manager, ITIL Expert and is a Distinguished Professional in Service Management.

John will present the following:

Pre-1: HDI Support Center Director
203 - Operational and Service Metrics: Justifying Staffing for Service Levels
306- ISO/IEC 20000 – The ITSM Standard for Organizations

Phyllis Drucker

itSMF USA

With 25 years of on-the-court experience and 10 years of speaking experience for HDI, itSMF and Pink Elephant, Phyllis combines her knowledge and love of this industry in all of her presentations. In her last corporate role she grew from managing the help desk to IT Director of a robust and successful ITIL® implementation centered around the Service Desk. She delivered many of the core processes including the Service Desk, tier II user support, governance and the PMO office. She now serves as the Operations Director of itSMF USA, continuing to expand and share her knowledge of IT Service Management.

Phyllis will present the following:

404 - Critical Success Factor: The ABCs of ITSM
504 - ROI Metrics for ITSM

Diema Elnatour

Elnatour Consulting Group

Deima Elnatour is a “hands on visionary” and strategist with more than 12 years of operational management experience spanning across a variety of industries. As a process expert, she worked with fortune 500 companies in solving critical IT and business problems and creating innovative solutions. Deima is ITIL and IAITAM certified and follows industry best practices and standards such as; ITIL, IAITAM, PMI, and Six Sigma when working with her clients. Her passion for social media drove her to seek a PhD in the field of Information Science and Technology and collaborate with the best in the field to make new and exciting discoveries. She is currently managing the catalog quality operations team for Amazon.com.

Diema will present the following:

501 - Power to the People: Harnessing the Wisdom of Crowds To Succeed and Thrive

Malcolm Fry

Fry Consultants

As a recognized IT industry luminary with over 40 years experience in Information Technology, Malcolm Fry serves as an Independent Executive Advisor, and brings an unparalleled breadth of knowledge and experience in IT business and technical issues. Malcolm is the author of many publications on IT service and support, has had numerous articles and papers published, and is regularly contacted as a source of information by technology journalists. Among his latest publications are 'A Step-by-Step Guide to Building a CMDB’ and the ITIL complementary book 'How to Build a Service Management Department' Malcolm's newest publication is 'ITIL Lite a Road Map to Partial or Full ITIL Implementation'.. Malcolm was also a member of the v3 Advisory Group and a mentor for the 'Service Operations' book. In April 2009 he was awarded the prestigious ‘Ron Muns Lifetime Achievement Award for IT Service and Support.’

Malcolm will present the following:

Keynote 1: The Seven Deadly Sins of IT Support and How to Avoid Them
205 - Road Map to Partial or Full ITIL Implementation

Greg Hines

Hines Consulting Group

Greg Hines is an independent IT service management consultant. He has been active in service management software and process consulting for more than 15 years. Greg holds ISO, ITIL, COBIT, Six Sigma black belt and several software tool certifications. Greg has been delivering IT tool and process training for 25 years. Greg has written several ITIL training courses and has developed a Deming-based ITIL implementation methodology. He works closely with the Collaborative for Enterprise Transformation and Innovation at the Ohio State University and InsightETE, an IT service management software vendor in Columbus, Ohio.

Greg will present the following:

402 - Problem Management Analysis Techniques
506 - Lacing Service Management and Project Management

Rick Joslin

HDI

Rick Joslin is the Executive Director of Certification & Training for HDI. He is responsible for the development, sales, and delivery of HDI’s training and certification offerings. Rick is a certified Knowledge-Centered Support (KCS) instructor and has guided organizations with the implementation of KCS. He is also a certified instructor for the HDI certification courses. Prior to joining HDI, Rick was a Principal Consultant with IHS Support Solutions. Formerly, Rick was the VP of Customer Care for ServiceWare, VP of RightAnswers.com, and VP of Knowledge Engineering. Rick was responsible for the production of the industry’s leading third-party knowledge bases, known as Knowledge-Paks. A winner of the 1999 Service 25 Award, Rick has been widely acknowledged as one of the most influential luminaries in the support industry. Rick is the author of the HDI Focus Book on Knowledge Management, the HDI Focus Book on the Knowledge Management Maturity Model, and a contributed the Knowledge Management chapter in the HDI Service and Support Handbook. Rick is an active member of the Consortium for Service Innovation’ KCS Program Committee and serves on the Strategic Board of Advisors for HDI and the Advisory Council of Indiana University of Pennsylvania's Business College. He was a founding member, chairman, and director-at-large of HDI’s Member Advisory Board, and continues to serve as a chairman emeritus on this board, on the HDI Training Advisory Board, and the HDI International Certification Standards Committee. Rick was a founding advisor for the Help Desk Professionals Association, as well as the president and chapter advisor in the Pittsburgh Chapter of HDI. Rick has served as a judge for the 10 Best Support Websites sponsored by the Association of Support Professionals, as a judge for the HDI Team Excellence Award sponsored by HDI, on the Eservice Standard Advisory Board sponsored by Service & Support Professionals Association (SSPA), and on the HDI Support Center Certification Committee.

Rick will present the following:

Pre-3: Knowledge Management Foundations: KCS Principles
102 - Knowledge Management Best Practices in SM

Glenn LeClair, CMC

LeClair & Associates

Glenn LeClair is an experienced, “hands on” consultant with an active interest in applying the “Lessons from History” to modern challenges. As a Certified Management Consultant (CMC) he has been an active practitioner in a variety of fields for 20 years. For the last 10 years he has been focused on the domains of ITIL and IT Service Management, is a certified instructor and v3.0 Expert. He is a graduate of Trent University and holds an Honours Degree in Policy Studies. He is a former member of the faculty of Humber College, and an author of several ITIL and IT Governance publications. He is currently authoring a new book in the Lessons From History Series on IT Governance. He is currently and independent consultant in the field of Service Management, and is a former Director of Management Consulting with DMR/Fujitsu Consulting and former Senior Consultant with Hewlett-Packard Canada.

Glenn will present the following:

502 - The End of the Rainbow: Achieving Integrated Change / Release / Configuration Management

Katherine Lord

Lord Consulting

Katherine Lord is an ITIL V3.0 expert, seasoned ITSML practitioner with significant ITSM consulting expertise focused on benchmarking, gap assessments, road map development and implementation for Service Management.

Katherine will present the following:

Pre-2: HDI Support Center Manager
204 - Improved Business Alignment Leveraging ITSM Best Practices
401 - The Human Side of ITSM

Hank Marquis

Global Knowledge

Hank Marquis works with IT and HR leaders worldwide to develop IT service improvement solutions that increase customer quality of experience through a focus on the skills and capabilities of IT staff. He has over 30 years of practical hands-on experience designing, managing, organizing, and optimizing IT infrastructures. His research, books and articles deliver practical, pragmatic and solution-oriented advice, his speaking style is both insightful and humorously entertaining. He currently leads the Business Service Management practice area for Global Knowledge, the world-wide leader in IT and business training.

Hank will present the following:

104 - Defining and Valuing IT Services
303 - The Emotions of Service Quality: Quality of Service Isn't Quality of Experience
503 - Determining KPIs from the Outside-In

Kevin McLaughlin

Procter & Gamble

Kevin L. McLaughlin began his career as a Special Agent for the Department of Army. He has had many careers over the years, including being a Police Officer in Kissimmee Florida, an Investigator for Mastercard/Visa, a Middle School teacher, a Director at Kennedy Space Center (where he worked with Fred Hayes, James Lovell, Armstrong, Sheppard, etc.), the President of his own company, and an IT Manager and Senior Information Security manager with the Procter & Gamble (P&G) company. Kevin has also been an adjunct since 1992. Kevin is currently the CISO for the University of Cincinnati.

Kevin will present the following:

304 - Risky Business – from Beginning to End
406 - Eating an Elephant…One Bite at a Time: Security Management using ISO 27001 and 27002

Dean Meyer

N. Dean Meyer and Associates, Inc.

Dean Meyer, president of NDMA Inc., is one of the original proponents of running shared-services organizations within companies as businesses within a business, and has implemented this philosophy in corporate, government, and non-profit organizations through culture, organizational structure, and market-based resource-governance processes. He's the author of eight books, numerous monographs, countless articles, as well as the Full-cost Maturity Model. Meyer is a native of San Francisco. He received a BS from the University of California at Berkeley, and earned an MBA from Stanford.

Dean will present the following:

105 - Service Costing and Resource Governance: There Is No “More with Less”

Julie Mohr

BlueprintAudits.com

Julie L. Mohr is a Principle Research Analyst and Author at BlueprintAudits.com. She is a passionate organizational change agent providing imaginative insight and dynamic leadership to transform organizations into best practice, customer-focused environments. She has empowered over 50 organizations including many Fortune 100 companies through Knowledge Management, ITSM, IT Governance, organization enhancements, process re-engineering and service level management. Julie has developed an IT Governance Framework and audit methodology utilized by thousands of organizations worldwide to identify weaknesses, develop improvement plans and implement IT Governance. Julie is an active contributor to the future development of the industry through speaking engagements at conferences worldwide, researching industry trends and publishing over 160 articles on best practices. Julie is the author of Mapping Support Processes: Blueprint for Success, The Help Desk Audit: Blueprint for Success, The Help Desk Toolkit: Companion CD and The Help Desk Dictionary, and maintains an informative industry portal for practitioners at www.blueprintaudits.com. Julie is a certified Helpdesk Director and certified ITIL® Service Manager/Expert and holds the prestigious GCEIT Certification. She is an expert instructor in multiple industry frameworks including ITSM, KCS and COBIT. She is currently serving as VP of Membership for the itSMF LIG in Sacramento, a faculty member with HDI and participated on the HDI Support Center Certification (SCC) standards committee. She is a member of IEEE Computer Society, National Speakers Association, American Society for Quality, Association for Computing Machinery, ISACA, PMI, HDI, itSMF and the Association of Support Professionals. Julie is a graduate of The Ohio State University with a Bachelor of Science degree in Computer Science and is pursuing her dual Masters Degree in Adult Education and Technology Management from the University of Phoenix

Julie will present the following:

103 - Balanced Scorecards
305 - Process Maturity Assessment Using CoBIT
405 - IT Governance – Manage Risk and Create Value

Deborah Monroe

Ignite Achievements Int'l, Inc.

Deborah Monroe, President of Ignite Achievements Int’l, is one of few Master EQ Practitioners in the world working specifically to change workplace behaviors and patterns. Deborah works with all levels of executive leadership, management and individual contributors while concentrating on integrating humans and processes for a balanced working environment. Her aim is to create understanding and empathy building a positive bottom line through employee and customer engagement and retention. Deborah is an HDI Faculty Member and well-known speaker at conferences delivering certification courses and exciting sessions with great takeaway’s that are easy to implement.

Deborah will present the following:

101 - Managing "E" Factor
201- The Blade of Negotiation – Cutting Through to Success

Dawn Riley

No Company

Popular international motivational speaker and coach, and one of the world’s top sailors, Dawn Riley has extensive and harrowing experience on the water and in the boardroom. She led two Round The World Race Sailing Teams and recently the French America’s Cup team, AREVA, bringing her total to four America’s Cups. She was the first woman, only American, and youngest person to accomplish this feat and is a forerunner in providing community access into the sport.

Dawn will present the following:

Keynote 3: Teambuilding: 70,000 Miles, 20 Years, and 500 Sailors Later

George Spafford

No Company

George is an experienced consultant in business and IT operations. He is a prolific author and speaker, and has consulted and conducted training on strategy, IT management, information security and overall process improvement in the U.S., Canada, Australia, New Zealand and China. His publications include hundreds of articles plus the following books: "The Governance of Green IT", "Greening the Data Center", “Optimizing the Cooling in Your Existing Data Center” and co-authorship of “The Visible Ops Handbook" and “Visible Ops Security”. His current area of research is the use of information technology for competitive advantage.

George holds an MBA from Notre Dame, a BA in Materials and Logistics Management from Michigan State University and an honorary degree from Konan Daigaku in Japan. He is a certified ITIL Expert, TOCICO Jonah and a Certified Information Systems Auditor (CISA). George is a current member of the IIA, ISACA, ITPI, ITSMF, and the TOCICO.

George will present the following:

302 - How to Leverage Event Management
403 - Quality Management and IT

Steve Vaughan

O-I, Inc.

Steve Vaughan is the Manager for the North American (NA) IT Service Desk for Owens Illinois (O-I), based in Perrysburg, Ohio. With over 15 years experience in the industry, Steve is currently accountable for the Service Desk operations supporting the North American business with additional global responsibility to provide 24x7 first level IT Services and Support to the O-I business. He has been involved in O-I's ITIL journey from the start. O-I has adopted Lean Six Sigma framework across the organization, which is driving process improvements and efficiencies for the business. Steve is a certified LSS Green Belt and is also ITIL v2 certified. Steve is an active member in his local HDI chapter.

Steve will present the following:

206 - A Proven Recipe for Success: Service Management, ITIL, and Lean Six Sigma

Jason Young

LeadSmart, Inc.

Jason Young has been called a "rare breed" when it comes to developing leadership and customer service initiatives. As a former Southwest Airlines Leader, Jason learned the value of a successful workplace culture. During his tenure with Southwest, he was a key driver in creating and developing the company's innovative training programs for its successful leadership and customer service culture that have become renowned in the business world today. Driven by the need to extend his unique insight in leadership development to others outside Southwest, Jason separated from the pack in 1998, when he left the airline to launch his own consulting practice to focus on corporate training and development services provider specializing in leadership, customer service and team building. Today, as president of LeadSmart, Inc., Jason shares his vision in developing successful corporate cultures and workplace environments with forward-thinking companies, including Starbucks, Radio Shack, Coca Cola and Tyson Foods, to name just a few. He has even returned to his old turf – Southwest Airlines – to extend his knowledge as a corporate training consultant in leadership development area once again. His newest book, ,Culture Cure, is available now.

Jason will present the following:

Keynote 2: Culturetopia: The Ultimate High-Performance Workplace
301 - Culturetopia – Creating the Ultimate High-Performance Workplace