Agenda
Courses are $595 standalone and $495 with conference registration
Bill Moore, Director CEM Training, DG Associates
Panel: Matt Porta, IBM
Explore the latest products and services offerings.
Solutions Stage – Join John Ragsdale as he presents the Solutions Heatmap and interviews solutions providers.
Panel: Leo Annab, Corporate Senior Vice President of CA Support, CA
Greg Sebasky, Senior Vice President & CEO, Global Customer Services, Philips Healthcare
William Steenburgh, Senior Vice President, Xerox Services, Xerox
CLOUD AND SERVICES - VMware Professional Services' Journey to the Private Cloud
Andy Knosp, Senior Director, Professional Services, VMware 

INNOVATIVE SERVICE TECHNOLOGY (CO-PRESENTED BY PARTNERS AND THEIR CUSTOMERS) - Improve the Quality in Call Management and Customer Service by Implementing a Knowledge Management System
Greg Kiss, PhD, Chief Marketing Officer, Versatel AGMichelle de Haaff, Chief Marketing Officer, Attensity Group
SERVICE BUSINESS MODEL - From Cost Center to Profits
Michael Olmsted, Vice President, Services & Quality, Satisloh North America
SERVICE BUSINESS MODEL - How to Reduce Support Costs, Help Save Energy and Decrease the Likelihood of Chances for a Data Breach in One Easy Step
Shawn Aebi, General Manager, MicrosoftJon Schmitz, Director, Microsoft
SERVICE DELIVERY - Improving Efficiency in Services Delivery with Remote Services
Joseph Jose, Senior Services Marketing Manager, Hitachi Data SystemsDan Morton, Senior Director, Global Solution Services Development, Hitachi Data Systems
SERVICE ENGINEERING - From Service Requirements to Service Architecture
Tara Cordova, Manager, Services Portfolio, Datatel
SERVICE ENGINEERING - Integrating Customer Feedback with Product Design Requirements: A Strategy for Sustained Supportability
Susan Gillespie, Senior Manager, Global Release Management, Symantec
SERVICE OPERATIONS - Achieving World-Class Service and Support
Sandra Coates, Vice President, Services, SMART Technologies 
SERVICE OPERATIONS - How to Participate & Get Value from the Improved TSIA Benchmark Survey
Michael Israel, Senior Director, Research and Advisory Services, TSIABo Di Muccio, PhD,, Vice President, Research and Advisory, TSIA
Greg Burnett, Senior Director, Operations, TSIA
SERVICE OPERATIONS - Pricing Technology Professional Services
Timothy Matanovich, President, Value and Pricing PartnersBrian Hodges, Senior Vice President, Informatica
SERVICE BUSINESS MODEL - Modeling the Services Business
Al Lee, Principle Consultant, Strategic Services, Motorola 
SERVICE DELIVERY - Building an Effective Resolution Management Strategy
Bill Rose, Vice President, Services Research, TSIA
SERVICE DELIVERY - Soft Skills: The True Lifeblood of the PSO
Randy Mysliviec, CEO, RTM ConsultingPaul Hofstadler, Vice President, Worldwide Consulting, Mentor Graphics
SERVICE ENGINEERING - Service Portfolio Risk Analysis and Business Impact Planning
Alan Randolph, Director, Services Engineering, VMware
SERVICE LEADERSHIP - Preemptive Management for New Business Transitions
Kshitij Joshi, ITO India Service Delivery Excellence Manager - GSD, Hewlett-PackardHarish Bangera, Head: ITO India Service Delivery Excellence, Hewlett-Packard
SERVICE OPERATIONS - A Structured Approach to Improving Call Center Customer Satisfaction
Mark Peek, Director, Global Technical Support and Training Services, Tellabs 

SOCIAL MEDIA AND SERVICES - Social Media in Context: Case Studies in Social Support
Shawn Santos, Director, Programs & Community, TSIA
VALUE ADDED SERVICES - Value-Added Services: Powering Revenue Growth, Service Segmentation, and Customer Satisfaction
David Becker, Director, Enterprise Support Services, SymantecPhil Nanus, Director, Enterprise Support Services, Symantec


EXPO THEATER SOLUTIONS - Automating the Product and Services Delivery Cycle in a Technology Company
Lori Ellsworth, Vice President, Changepoint Solutions, Compuware 

EXPO THEATER SOLUTIONS - Solution Session Presented by KPIT Cummins
Speaker to be Announced, KPIT Cummins

EXPO THEATER SOLUTIONS - Using Innovative Technologies and Support Solutions to Help Technology Companies Stay Ahead of the Complexity Curve
Greg Carnes, Vice President, Sales - Technology Industry, Convergys 

INNOVATIVE SERVICE TECHNOLOGY (CO-PRESENTED BY PARTNERS AND THEIR CUSTOMERS) - Title to be Announced
Speakers to be Announced, Customer & Partner Companies to be Announced 

INNOVATIVE SERVICE TECHNOLOGY (CO-PRESENTED BY PARTNERS AND THEIR CUSTOMERS) - Title to be Announced
Speakers to be Announced, Customer & Partner Companies to be Announced
SERVICE BUSINESS MODEL - Evolving Service Operations to Reduce Operating Costs
Anoop Grover, Director, IT, Symantec
SERVICE DELIVERY - Best Practices for Developing and Implementing a Hybrid Services Delivery Model
Tim Ayers, Director, Professional Services, Tellabs
SERVICE DELIVERY - TSIA 2010 PS Solution Center Survey Results
Bo Di Muccio, PhD, Vice President, Research and Advisory, TSIA
SERVICE ENGINEERING - Best Practices in Productizing Intellectual Property for Differentiated Consulting Services
David Wheable, Director, HP Professional Services Labs, Hewlett-Packard 

SERVICE LEADERSHIP - Mentoring for Professional and Business Development
Moderator: Diane Brundage, Senior Vice President, Membership Development, TSIAPanel: Susan Zwinger, Vice President, Global Technology Service Center, Sun Microsystems
Panel: Jesusita Santillan, Project Manager, Leadership America, The Women's Museum
Panel: Kim Wise, Founder and CEO, Mentor Resources
Panel: Julie Fassberg, Senior Manager, Citrix
Panel: Jesse Finn, Vice President, Education Services, Taleo
Panel: Tina Debrass, Manager, Services Delivery, Dell
SERVICE OPERATIONS - Building a Customer Loyalty Program to Be a Competitive Advantage
Dennis Gershowitz, Principal, DG AssociatesDoug Pavicich, Director, Ericsson
SERVICE OPERATIONS - Driving Support Leadership through Actionable Business Intelligence
Barry McPherson, Executive Vice President, McAfee
SERVICE OPERATIONS - Professional Services Work Out: PS Sales
Paul Hofstadler, Vice President, Worldwide Consulting, Mentor Graphics
SOCIAL MEDIA AND SERVICES - An Efficient and Effective User-Generated Content Moderation
Manish Sinha, Vice President Global Customer Care, Yahoo Meet with products and services partners in the Expo during this dedicated afternoon “Expo Hour.”
Solutions Stage – Join John Ragsdale as he presents the Solutions Heatmap and interviews solutions providers.


INNOVATIVE SERVICE TECHNOLOGY (CO-PRESENTED BY PARTNERS AND THEIR CUSTOMERS) - Title to be Announced
Speakers to be Announced, Customer & Partner Companies to be Announced 

INNOVATIVE SERVICE TECHNOLOGY (CO-PRESENTED BY PARTNERS AND THEIR CUSTOMERS) - Title to be Announced
Speakers to be Announced, Customer & Partner Companies to be Announced
PARTNER MANAGEMENT - Designing and Deploying a Professional Services Delivery Partner Program
Adi Berglez, Services Product Marketing Manager, Blue Coat Systems
SERVICE BUSINESS MODEL - Successfully Colliding Service Operations and Profitability
Tom Stierle, Vice President, Global Customer Services Operations, Teradata
SERVICE DELIVERY - Leveraging Automated Scheduling Technology for SLA Performance and Productivity
Andy Huber, Manager Systems Strategy, Xerox
SERVICE DELIVERY - What Microsoft Learned from Using Scenario-Based Solutions
Bryan Chee, Supportability Program Manager, Microsoft
SERVICE ENGINEERING - Building a Branded Methodology
Douglas Laney, Director, Global Services Marketing, BMC Software
SERVICE ENGINEERING - Moving the Needle toward Solutions
Josh Buckley, Solutions Marketing Manager, Hewlett-Packard 

SERVICE LEADERSHIP - Women in Services: Profiles of Success
Moderator: Diane Brundage, Senior Vice President, Membership Development, TSIAPanel: Amanda Berger , Vice President, Professional Services, Guidance Software
Panel: Catherine Jensen, Vice President of Business Operations, Enterprise Support Services, Symantec
Panel: Michelle Logan, Senior Director, Hitachi Data Systems
Panel: Kelly Truax, Vice President, Global Customer Support Services Operations, Dell
Panel: Denise Rundle, Vice President & General Manager, Customer Service Consumer, Microsoft

SERVICE OPERATIONS - First-Contact Resolution: Best Practices for Utilizing FCR to Drive Performance Improvement
Dave Brown, President, Support Center UniversityBill Rose, Vice President, Services Research, TSIA


SERVICE OPERATIONS - The 2010 TSIA Technology Heatmap: Member Adoption of Service Technology Across 24 Functional Areas
John Ragsdale, Vice President, Technology Research, TSIA
VALUE ADDED SERVICES - Value Added Service at EMC Today and Beyond
Michael Charest, Director, Premuim Services, EMC Explore the latest products and services offerings.
Solutions Stage – Join John Ragsdale as he presents the Solutions Heatmap and interviews solutions providers.
Guest Speaker: April Kelly, Senior Director, LinkedIn (additional fee applicable for dinner)
PARTNER MANAGEMENT - Panel: Support Services Partner Best Practices
Andreas Gast, Director, Partner Management – Enterprise Support Services, SymantecEric Eidson, Senior Manager, Partner Support Programs, Autodesk
Stephanie Dumbrill, Senior Director, Implementation Support Programs, CA

SERVICE BUSINESS MODEL - Support Revenue Models in the Consumer Marketplace
Moderator: Diane Brundage, Senior Vice President, Membership Development, TSIA 

SERVICE DELIVERY - The Role of Ed Services in Closing the Consumption Gap
Moderator: Maria Manning-Chapman, Research Director, Education Services, TSIAPanel: Roslyn Jones, Vice President, Global Education Services, Informatica
Linda Moss, WW Education Services, Juniper Networks
Shelley A. Olson, Vice President, Education Services, Symantec
Wayne McCullough, Vice President, Education Services, HP Software
Sundar Nagarathnam, Vice President, NetApp University, NetApp


SERVICE LEADERSHIP - The Impact of Healthcare Legislation on Service Organizations
Moderator: Michael Israel, Senior Director, Research and Advisory Services, TSIAPanel: Sheryl Moran , Vice President, Client Services, rL Solutions
Beau Woods, Solutions Architect, Consulting Services, SecureWorks
Bobbie Holm, Chief of E-Health, California Office of Health Information and Integrity
Final opportunity to meet with products and services partners in the Expo.
Geoffrey Moore, Author and Managing Director, TCG Advisors
Come see the most innovative ideas in technology services. Cast your vote and decide who will walk away as this year’s winners. This new event will be cool and fun!
Our expanded Awards Lunch is a gala celebration to recognize the many significant achievements of TSIA members.






