While attending TSW, you are welcome and encouraged to attend any session you choose. To help in selecting the sessions you want to attend, we have added service discipline icons to the concurrent breakout sessions. a designates sessions that are relevant to Field Services members, s for Support Services members, and p for Professional Services members. In addition to the full agenda, you can select your own view by track or service discipline relevance.

Field Services =

a

Professional Services =

t

Support Services =

s

 

Full Agenda | Sunday, May 2 | Monday, May 3 | Tuesday, May 4 | Wednesday, May 5

Agenda

Sunday, May 2
3:00 PM — 6:00 PM
Registration and Information Location: SCCC Box Office
Monday, May 3
7:00 AM — 6:00 PM
Registration and Information Location: SCCC Box Office
8:00 AM — 2:00 PM
Pre-Conference Professional Development Program
Courses are $595 standalone and $495 with conference registration
COURSE - Building a Customer Experience Management Strategy to Acquire, Retain, and Grow Your Customer Base Dennis Gershowitz, Principal, DG Associates
Bill Moore, Director CEM Training, DG Associates
Location: 203 (2nd Floor)
COURSE - Grow your Top Line: Designing, Marketing, and Selling Support Packages Francoise Tourniaire, Owner, FT Works
Location: 204 (2nd Floor)
COURSE - Pricing Technology Services Timothy Matanovich, President, Value and Pricing Partners, LLC
Location: 206 (2nd Floor)
COURSE - Social Media Tools: Picking the Right Technology Strategy for Service and Support David Kay, Principal, DB Kay & Associates
Location: 211 (2nd Floor)
COURSE - Value Realization Workshop Marc Lacroix, Managing Partner, RTM Consulting
Location: 212 (2nd Floor)
2:00 PM — 2:30 PM
All About TSIA Location: Grand E
2:30 PM — 2:50 PM
Making the Most of Your TSW Conference Experience Location: Grand E
3:00 PM — 4:00 PM
Keynote - Clouds on the Horizon Thomas Lah, Executive Director, TSIA Location: Mission City Ballroom
4:00 PM — 5:00 PM
Keynote - Executive Panel: Enabling the Shift to Cloud Computing Moderator: Thomas Lah, Executive Director, TSIA
Panel: Matt Porta, Vice President Technology Strategy, IBM
Tim Dilley, Executive Vice President, Worldwide Services and Chief Customer Officer, NetSuite
Watson Wat, Vice President, Technology & CTO Oracle On Demand , Oracle
Tony Kolish, Senior Vice President, Customer Support Services, EMC Location: Mission City Ballroom
5:00 PM — 7:00 PM
Welcome Reception in the Technology Services Expo

Explore the latest products and services offerings.
Solutions Stage – Join John Ragsdale as he presents the Solutions Heatmap and interviews solutions providers.

 Location: Hall A
Tuesday, May 4
7:30 AM — 8:30 AM
Breakfast in the Technology Services Expo Location: Hall A
7:30 AM — 6:00 PM
Registration and Information Location: SCCC Box Office
8:30 AM — 9:30 AM
Keynote - Executive Panel: Being a Successful Change Agent in a Product-Centric Company Moderator: J.B. Wood, President and CEO, TSIA
Panel: Leo Annab, Corporate Senior Vice President, CA Global Support, CA
Stuart Cooper, Vice President, Global Services, Enterprise Business Group, Alcatel-Lucent
William Steenburgh, Senior Vice President, Xerox Services, Xerox
Sanjay Singh, Vice President, Global Services and Support, Akamai
Tara Bunch, Vice President Global Customer Support Operations, HP Imaging & Printers Group (IPG) Location: Mission City Ballroom
9:30 AM — 9:45 AM
Break Location: Grand Ballroom Lobby
9:45 AM — 10:45 AM
Concurrent Breakout Sessions
CLOUD AND SERVICES - Transforming a Software Company from On-Premise to On-Demand / Cloud Computing Renee Bochman, Vice President, Support Services, Axeda
Location: 203 (2nd Floor)
CLOUD AND SERVICES - VMware Professional Services' Journey to the Private Cloud Andy Knosp, Senior Director, Professional Services, VMware
Location: Grand F
INNOVATIVE SERVICE TECHNOLOGY (CO-PRESENTED BY PARTNERS AND THEIR CUSTOMERS) - Global Service In The Age Of The SLA David Mowat, Senior Manager, Services Technology, Cisco Systems
David Stegall, Vice President, Solution Engineering, Servigistics
Location: Grand H
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 AG
Michelle de Haaff, Chief Marketing Officer, Attensity Group
Location: Grand G
SERVICE BUSINESS MODEL - From Cost Center to Profits Michael Olmsted, Vice President, Services & Quality, Satisloh North America
Location: 206 (2nd Floor)
SERVICE DELIVERY - Improving Efficiency in Services Delivery with Remote Services Dan Morton, Senior Director, Global Solution Services Development, Hitachi Data Systems
Location: Grand D
SERVICE ENGINEERING - From Service Requirements to Service Architecture Tara Cordova, Manager, Services Portfolio, Datatel
Location: 207 (2nd Floor)
SERVICE ENGINEERING - Integrating Customer Feedback with Product Design Requirements: A Strategy for Sustained Supportability Susan Gillespie, Senior Manager, Global Release Management, Symantec
Location: Grand C
SERVICE OPERATIONS - Achieving World-Class Service and Support Sandra Coates, Vice President, Services, SMART Technologies
Location: 204 (2nd Floor)
SERVICE OPERATIONS - How to Participate & Get Value from the Improved TSIA Benchmark Survey Michael Israel, Senior Director, Research and Advisory Services, TSIA
Bo Di Muccio, PhD, Vice President, Research and Advisory, TSIA
Greg Burnett, Senior Director, Operations, TSIA
Location: Grand A
SERVICE OPERATIONS - Improving Pricing Effectiveness in TPS Sales Timothy Matanovich, President, Value and Pricing Partners
Richard Busch, Senior PS Operations Manager, Informatica
Location: Grand B
10:45 AM — 11:00 AM
Break Location: Grand Ballroom Lobby
11:00 AM — 12:00 PM
Concurrent Breakout Sessions
CLOUD AND SERVICES - Next Generation Cloud Computing Support: The VCE Joint Support Model! Craig Bernero, Global Senior Director, CMA Technical Support, EMC
Cindy Jarvis, Senior Manager, Partner Technical Support Global Support Services, VMware
Deepak Chawla, Director, Data Center Solutions Technical Services, Cisco
Location: Grand F
INNOVATIVE SERVICE TECHNOLOGY (CO-PRESENTED BY PARTNERS AND THEIR CUSTOMERS) - The Art of Collaboration: Learn How Intel Improved Customer Experience and Delivered Greater Business Value Through Outsourcing Consumer Interactions Michael Connett, Strategic Sourcing Manager – Contact Centres, Intel
Shayne Stacy, Program Manager, Global Outsource Business Operations, Intel
Michael Clarkin, Vice President, Contact Center Services Marketing, Sykes Enterprises
Location: Grand H
INNOVATIVE SERVICE TECHNOLOGY (CO-PRESENTED BY PARTNERS AND THEIR CUSTOMERS) - What’s Hot in Knowledge: InQuira’s 2010 Knowledge Panel Moderator: Santi Pierini, Chief Marketing Officer, InQuira
Panel: Brad Smith, Vice President, Global Support Experience Group, Yahoo!
Francoise Tourniaire, Owner, FT Works
Christopher Hall, Vice President, Marketing, InQuira
Location: Grand G
SERVICE BUSINESS MODEL - Modeling the Services Business Al Lee, Principle Consultant, Strategic Services, Motorola
Location: 206 (2nd Floor)
SERVICE BUSINESS MODEL - Online Support Panel Discussion: The Continued Drive to Push Customers to the Web Moderator: Stephen Smith, Senior Vice President, Operations, TSIA
Panel: Sandra Coates, Vice President, Services, SMART Technologies
Jim Pendergast, Senior Director Customer Success, Yahoo!
Lois Townsend, Global Manager, Social Media Strategy, Hewlett-Packard
Denise Rundle, General Manager, Services, Consumer & Outsourcing, Microsoft
Location: Grand B
SERVICE DELIVERY - A 360-Degree View of First Contact Resolution (FCR) Bill Rose, Vice President, Services Research, TSIA
Malcolm Carlaw, CEO, Impact Learning
Dave Brown, President, Support Center University
Location: Grand D
SERVICE DELIVERY - Soft Skills: The True Lifeblood of the PSO Randy Mysliviec, CEO, RTM Consulting
Paul Hofstadler, Vice President, Worldwide Consulting, Mentor Graphics
Location: 204 (2nd Floor)
SERVICE ENGINEERING - Service Portfolio Risk Analysis and Business Impact Planning Alan Randolph, Director, Services Engineering, VMware
Location: 207 (2nd Floor)
SERVICE LEADERSHIP - Preemptive Management for New Business Transitions Kshitij Joshi, ITO India Service Delivery Excellence Manager - GSD, Hewlett-Packard
Harish Bangera, Head: ITO India Service Delivery Excellence, Hewlett-Packard
Location: Grand E
SERVICE OPERATIONS - How Home Agents Improve Quality & Reduce Costs! Sharon Pettigrew, Principal, Call Center Group
Debra Olmos, Senior Manager Global Technical Assistance Centers, Plantronics
Location: 203 (2nd Floor)
SOCIAL MEDIA AND SERVICES - Don’t Believe the Hype: Social Media & Technology Services Shawn Santos, Director, Programs & Community, TSIA
Location: Grand A
VALUE ADDED SERVICES - Value-Added Services: Powering Revenue Growth, Service Segmentation, and Customer Satisfaction David Becker, Director, Enterprise Support Services, Symantec
Phil Nanus, Director, Enterprise Support Services, Symantec
Location: Grand C
11:00 AM — 12:00 PM
Innovation Tour #1 Location: Meet in Hall A and take the tour with John Ragsdale, Vice President of Technology Research, TSIA
12:00 PM — 2:00 PM
Lunch and Theater Solution Sessions in the Technology Services Expo Location: Hall A
12:20 PM - 1:00 PM EXPO THEATER SOLUTIONS - Automating the Product and Services Delivery Cycle in a Technology Company Lori Ellsworth, Vice President, Changepoint Solutions, Compuware
Location: Expo Theater 1
12:20 PM - 1:00 PM EXPO THEATER SOLUTIONS - L0 = C0: Reducing the Pain & Realizing the Gain from Customer Support for Mid-sized Enterprises & ISV’s Sumit Bhattacharya, Head, Strategic Relationships & Initiatives, KPIT Cummins
Location: Expo Theater 2
1:10 PM - 1:50 PM 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
Location: Expo Theater 1
2:00 PM — 3:00 PM
Concurrent Breakout Sessions
CLOUD AND SERVICES - Delivering Support and Developing New Services in a Cloud Environment Moderator: Stephen Smith, Senior Vice President, Operations, TSIA
Panel: Krista Anderson, Senior Vice President, Global Support and Customer Success, salesforce.com
Renee Bochman, Vice President, Support Services, Axeda
Patrick Saeger, Vice President, Customer Care, SucessFactors
Location: Grand D
INNOVATIVE SERVICE TECHNOLOGY (CO-PRESENTED BY PARTNERS AND THEIR CUSTOMERS) - Building a One-to-One Relationship with 85 Million Customers Otto Imken, Worldwide Customer Support Manager, Snapfish by HP
Bart Tilly, Account Executive, LivePerson
Location: Grand G
SERVICE BUSINESS MODEL - ** CANCELED** Evolving Service Operations to Reduce Operating Costs Anoop Grover, Director, IT, Symantec
Location: Grand F - CANCELED
SERVICE DELIVERY - Best Practices for Developing and Implementing a Hybrid Services Delivery Model Tim Ayers, Director, Professional Services, Tellabs
Location: 206 (2nd Floor)
SERVICE ENGINEERING - Best Practices in Productizing Intellectual Property for Differentiated Consulting Services David Wheable, Director, HP Professional Services Labs, Hewlett-Packard
Location: 207 (2nd Floor)
SERVICE ENGINEERING - Building a Branded Methodology Douglas Laney, Director, Global Services Marketing, BMC Software
Location: Grand A
SERVICE LEADERSHIP - Mentoring for Professional and Business Development Moderator: Diane Brundage, Senior Vice President, Membership Development, TSIA
Panel: Susan Zwinger, Vice President, Global Systems Technology Service Center, Oracle
Cindy Alley, Accounting Manager, The Women's Museum
Kim Wise, Founder and CEO, Mentor Resources
Julie Fassberg, Senior Manager, Citrix
Jesse Finn, Vice President, Education Services, Taleo
Tina DeBrass, Manager, Services Delivery, Dell
Jodi Schilling, Vice President, Americas Consumer Support, Hewlett-Packard
Location: Grand E
SERVICE OPERATIONS - Building a Customer Loyalty Program to Be a Competitive Advantage Dennis Gershowitz, Principal, DG Associates
Doug Pavicich, Senior Director, Services, Ericsson
Location: 204 (2nd Floor)
SERVICE OPERATIONS - Driving Support Leadership through Actionable Business Intelligence Barry McPherson, Executive Vice President, McAfee
Location: Grand C
SERVICE OPERATIONS - Professional Services Work Out: PS Sales Paul Hofstadler, Vice President, Worldwide Consulting, Mentor Graphics
Location: Grand B
SOCIAL MEDIA AND SERVICES - An Efficient and Effective User-Generated Content Moderation Manish Sinha, Vice President Global Customer Care, Yahoo!
Location: 203 (2nd Floor)
2:00 PM — 3:00 PM
Innovation Tour #2 Location: Meet in Hall A and take the tour with John Ragsdale, Vice President of Technology Research, TSIA
3:00 PM — 4:00 PM
Technology Services Expo Hour - Refreshments Served

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.

 Location: Hall A
4:00 PM — 5:00 PM
Concurrent Breakout Sessions
PARTNER MANAGEMENT - Designing and Deploying a Professional Services Delivery Partner Program Adi Berglez, Services Product Marketing Manager, Blue Coat Systems
Location: 203 (2nd Floor)
SERVICE BUSINESS MODEL - Successfully Colliding Service Operations and Profitability Tom Stierle, Vice President, Global Customer Services Operations, Teradata
Location: Grand F
SERVICE DELIVERY - Leveraging Automated Scheduling Technology for SLA Performance and Productivity
View Video

Andy Huber, Manager Systems Strategy, Xerox
Location: 206 (2nd Floor)
SERVICE DELIVERY - TSIA 2010 PS Solution Center Survey Results Bo Di Muccio, PhD, Vice President, Research and Advisory, TSIA
Location: 207 (2nd Floor)
SERVICE DELIVERY - What Microsoft Learned from Using Scenario-Based Solutions Bryan Chee, Supportability Program Manager, Microsoft
Location: Grand A
SERVICE ENGINEERING - Moving the Needle toward Solutions Josh Buckley, Solutions Marketing Manager, Hewlett-Packard
Location: Grand C
SERVICE LEADERSHIP - Women in Services: Profiles of Success Moderator: Diane Brundage, Senior Vice President, Membership Development, TSIA
Panel: Amanda Berger, Vice President, Professional Services, Guidance Software
Catherine Jensen, Vice President, Business Operations, Enterprise Support Services, Symantec
Michelle Logan, Senior Director, Hitachi Data Systems
Kelly Truax, Vice President, Global Customer Support Services Operations, Dell
Denise Rundle, General Manager, Services, Consumer & Outsourcing, Microsoft
Location: Grand E
SERVICE OPERATIONS - First-Contact Resolution: Best Practices for Utilizing FCR to Drive Performance Improvement Dave Brown, President, Support Center University
Bill Rose, Vice President, Services Research, TSIA
Location: Grand B
SERVICE OPERATIONS - The 2010 TSIA Technology Heatmap: Member Adoption of Service Technology Across 24 Functional Areas John Ragsdale, Vice President, Technology Research, TSIA
Location: 204 (2nd Floor)
VALUE ADDED SERVICES - Value Added Service at EMC Today and Beyond Michael Charest, Director, Premium Services, EMC
Location: Grand D
5:00 PM — 7:00 PM
Reception & Prize Drawings in the Technology Services Expo

Explore the latest products and services offerings.
Solutions Stage – Join John Ragsdale as he presents the Solutions Heatmap and interviews solutions providers.

 Location: Hall A
7:00 PM — 9:30 PM
Women in Services Reception and Dinner: Expanding Your Career – Service Engineer to Vice President of Sales and Service

Guest Speaker: Julie A. Hogan, Vice President, Xerox (additional fee applicable for dinner)

 Location: Poolside and Magnolia (Hyatt Regency Santa Clara)
8:00 PM — 10:00 PM
Optional Networking Dinners Location: Meet in hotel lobby at 7:45 PM (transportation on own)
Wednesday, May 5
7:30 AM — 8:30 AM
Breakfast in the Technology Services Expo Location: Hall A
7:30 AM — 2:30 PM
Registration and Information Location: SCCC Box Office
8:30 AM — 9:30 AM
Concurrent Breakout Sessions
CLOUD AND SERVICES - TSIA Cloud / SaaS Community Kickoff Meeting Stephen Smith, Senior Vice President, Operations, TSIA
Location: Grand F
PARTNER MANAGEMENT - Panel: Support Services Partner Best Practices Andreas Gast, Director, Partner Management – Enterprise Support Services, Symantec
Raja Sundaram, Senior Director, Worldwide Services Partners, Cisco Systems
Stephanie Dumbrill, Senior Director, Implementation Support Programs, CA
Eric Eidson, Consultant
Location: Grand E
SERVICE DELIVERY - Professional Services Work Out: PS Delivery Mary Rankovich, Vice President, Professional Services, Xerox
Location: Grand A
SERVICE DELIVERY - The Role of Ed Services in Closing the Consumption Gap Moderator: Maria Manning-Chapman, Research Director, Education Services, TSIA
Linda Moss, WW Education Services, Juniper Networks
Shelley A. Olson, Vice President, Education Services, Symantec
Thom Griffith, Worldwide Curriculum Manager, HP Software
Location: 203 (2nd Floor)
SERVICE ENGINEERING - Managing Portfolio Performance Rich Hogan, Director, Services Research Labs, VMware
Location: Grand C
SERVICE LEADERSHIP - Creating Strategic Alignment Across a Large, Complex Organization David Kay, Principal, DB Kay & Associates
Lala Mamedov, Director, Services and Support, Quicken Health, Intuit
Location: Grand B
SERVICE LEADERSHIP - The Impact of Healthcare Legislation on Service Organizations Moderator: Michael Israel, Senior Director, Research and Advisory Services, TSIA
Moderator: Mark Kasperowicz, Membership Development Director, TSIA
Panel: Beau Woods, Solutions Architect, Consulting Services, SecureWorks
Bobbie Holm, Chief of E-Health, California Office of Health Information and Integrity
Sheryl Moran, Vice President, Client Services, rL Solutions
Thomas Woteki, PhD, Director, Healthcare Solutions, Cisco Systems
Reg Stump, Senior Director, Customer Support Organization, North America, Ventana Medical Systems (Roche Group)
Location: 207 (2nd Floor)
SERVICE OPERATIONS - A Structured Approach to Improving Call Center Customer Satisfaction Mark Peek, Director, Global Technical Support and Training Services, Tellabs
Location: 204 (2nd Floor)
SERVICE OPERATIONS - Internationalization: Winning by Adapting to Local Culture - The CA Story Andrew Papparides, Senior Director, CA Support, CA
Location: Grand D
8:30 AM — 9:30 AM
Technology Services Expo Hour

Final opportunity to meet with products and services partners in the Expo.

 Location: Hall A
9:30 AM — 9:45 AM
Break Location: Mission City Lobby
9:45 AM — 10:45 AM
Keynote - Executive Panel: Getting To “Yes” – Restoring the Concept of Investment in Services Moderator: J.B. Wood, President and CEO, TSIA
Geoffrey Moore, Author and Managing Director, TCG Advisors Location: Mission City Ballroom
10:45 AM — 11:00 AM
Break Location: Mission City Lobby
11:00 AM — 12:30 PM
Service Revolutions

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!

 Location: Mission City Ballroom
12:30 PM — 2:00 PM
Awards Luncheon

Our expanded Awards Lunch is a gala celebration to recognize the many significant achievements of TSIA members and partners.

 Location: Mission City Ballroom
Full Agenda | Sunday, May 2 | Monday, May 3 | Tuesday, May 4 | Wednesday, May 5