Conference Keynote Presenters

The Seven Deadly Sins of IT Support and How to Avoid Them

Malcolm Fry
Independent Executive Consultant

Wednesday, October 6, 2010 | 8:00 AM- 9:15 AM

The world of technology has progressed at an amazing rate and as a result the world of IT has changed accordingly, but how have these changes affected us? A clue lies in the seven deadly sins which affect our daily lives, especially those of us who try to avoid committing one of the sins. At first glance you may think there cannot be much of a relationship between the seven deadly sins and IT service and support, but a closer look soon suggests that indeed there is a strong relationship.

Reducing or avoiding the seven deadly ITSM sins will ensure that the benefits to the company are realized even if the complexity of technology could be a stumbling block. Understanding what your customers want and need will underpin your efforts to eliminate the seven deadly sins. The better we control the seven deadly sins, the better levels of support we can provide and thereby ensure that we provide maximum value to the organization. Do you commit any of the seven deadly sins? Find out in this interactive keynote.

Presenter Bio:
As a recognized IT industry luminary with over 40 years experience in information technology, Malcolm Fry brings an unparalleled breadth of knowledge and experience in IT business and technical issues. He is the author of many publications on IT service and support and has had numerous articles and papers published. 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.”

Culturetopia: The Ultimate High-Performance Workplace

Jason Young
President of LeadSmart, Inc.

Thursday, October 7, 2010 | 8:00 AM – 9:15 AM

Come along with Jason Young on an incredible journey into the ultimate high performance workplace, known as Culturetopia. Based on his experience as an insider at famed Southwest Airlines and consultant to dozens of other Fortune 500 companies, Jason Young offers a dramatically different approach to creating and sustaining a high performance workplace. You’ll hear from an expert when it comes to developing a workplace environment where people can do their best work and experience high fulfillment and high productivity.

Jason provides easy and practical understanding to the seven key determinants of a healthy company, department, or team that produce the desired outcomes in productivity, profitability, employee retention, and customer satisfaction. You’ll be treated to a compelling experience that will change the way you view yourself, your customers and your company.

Presenter Bio:
Author, speaker and consultant, Jason Young, has been called a “rare breed” when it comes to developing leaders, teams and customer service initiatives. As a former executive at Southwest Airlines, Jason learned the value of a successful workplace culture. During his 10-years with the airline consistently rated No. 1 in customer service and employee satisfaction, 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.

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

Dawn Riley
Pioneering CEO and Captain of America True

Friday, October 8, 2010 | 8:00 AM – 9:15 AM

Building a team is one thing, but building a team on a 60 foot sailboat, amidst icebergs, 50 foot seas and 60 knot winds is another. Dawn did this with 12 women who had successfully mutinied against the previous skipper.

Building and managing a winning team is a complex task, but a focus on the ultimate goal always helps. For instance: Reach Australia Alive. At the other end of the spectrum, the America’s Cup is an extremely high tech and high stakes game. Winner takes all, including the event. Budgets run an average of $55 million, but the keys to success are simple: spend every dollar as if it was your own, build a team of characters who you believe in, all while maintaining flexibility, and if all else fails, laugh. Listen, enjoy, and absorb stories and lessons learned on the high seas. You may be surprised how relevant this unusual topic is.

Presenter Bio:
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.