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 | Monday, May 3 | Tuesday, May 4 | Wednesday, May 5

Agenda

Monday, May 3
7:00 AM — 6:00 PM
Registration and Information
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
COURSE - Marketing Wise Francoise Tourniaire, Owner, FT Works
COURSE - Pricing Technology Services Timothy Matanovich, President, Value and Pricing Partners, LLC
COURSE - Value Realization Workshop Mark Sloan, COO, RTM Consulting
3:00 PM — 4:00 PM
Keynote - Clouds on the Horizon Thomas Lah, Executive Director, TSIA
4:00 PM — 5:00 PM
Keynote - Executive Panel: Enabling the Shift to Cloud Computing Moderator: Thomas Lah, Executive Director, TSIA
Panel: Matt Porta, IBM
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.
Tuesday, May 4
7:30 AM — 8:30 AM
Breakfast in the Technology Services Expo
7:30 AM — 6:00 PM
Registration and Information
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 of CA Support, CA
Greg Sebasky, Senior Vice President & CEO, Global Customer Services, Philips Healthcare
William Steenburgh, Senior Vice President, Xerox Services, Xerox
9:30 AM — 9:45 AM
Break
9:45 AM — 10:45 AM
Concurrent Breakout Sessions
CLOUD AND SERVICES - VMware Professional Services' Journey to the Private Cloud Andy Knosp, Senior Director, Professional Services, VMware
SERVICE BUSINESS MODEL - From Cost Center to Profits Michael Olmsted, Vice President, Services & Quality, Satisloh North America
SERVICE DELIVERY - Improving Efficiency in Services Delivery with Remote Services Joseph Jose, Senior Services Marketing Manager, Hitachi Data Systems
Dan 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 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, TSIA
Bo 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 Partners
Brian Hodges, Senior Vice President, Informatica
10:45 AM — 11:00 AM
Break
11:00 AM — 12:00 PM
Concurrent Breakout Sessions
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 Consulting
Paul 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-Packard
Harish 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
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
11:00 AM — 12:00 PM
Innovation Tour #1
12:00 PM — 2:00 PM
Lunch and Theater Solution Sessions in the Technology Services Expo
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
12:20 PM - 1:00 PM EXPO THEATER SOLUTIONS - Solution Session Presented by KPIT Cummins Speaker to be Announced, KPIT Cummins
2:00 PM — 3:00 PM
Concurrent Breakout Sessions
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 DELIVERY - TSIA 2010 PS Solution Center Survey Results Bo Di Muccio, PhD, Vice President, Research and Advisory, TSIA
SERVICE LEADERSHIP - Mentoring for Professional and Business Development Moderator: Diane Brundage, Senior Vice President, Membership Development, TSIA
Panel: 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 Associates
Doug Pavicich, Director, Ericsson
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
2:00 PM — 3:00 PM
Innovation Tour #2
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.
4:00 PM — 5:00 PM
Concurrent Breakout Sessions
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 - 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, TSIA
Panel: 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 University
Bill Rose, Vice President, Services Research, TSIA
VALUE ADDED SERVICES - Value Added Service at EMC Today and Beyond Michael Charest, Director, Premuim Services, EMC
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.
7:30 PM — 9:30 PM
Women in Services Dinner: Social Networking, Communities, and Developing Leadership Skills as a Woman in Service

Guest Speaker: April Kelly, Senior Director, LinkedIn (additional fee applicable for dinner)
8:00 PM — 10:00 PM
Optional Networking Dinners
Wednesday, May 5
7:30 AM — 8:30 AM
Breakfast in the Technology Services Expo
7:30 AM — 2:30 PM
Registration and Information
8:30 AM — 9:30 AM
Concurrent Breakout Sessions
PARTNER MANAGEMENT - Panel: Support Services Partner Best Practices Andreas Gast, Director, Partner Management – Enterprise Support Services, Symantec
Eric 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, TSIA
Panel: 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, TSIA
Panel: 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
8:30 AM — 9:30 AM
Technology Services Expo Hour

Final opportunity to meet with products and services partners in the Expo.
9:30 AM — 9:45 AM
Break
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
10:45 AM — 11:00 AM
Break
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!
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.
Full Agenda | Monday, May 3 | Tuesday, May 4 | Wednesday, May 5