FUSION 18 delivers real-world IT Service Management success stories, practitioner case studies, tips and tricks, and user experiences so you can find new insights to achieve even more service success. Impact your company business unit with operational and strategic insights and choose nearly 100 educational sessions sourced from the itSMF USA community.

Track: Advanced Service Management

Service Management 2.0

Maureen Jesuthasan, West Monroe Partners

Bridging the ITSM Information Gap

Thorsten Manthey, TCS

Sourcing your Service Management Program

Douglas Smith, HCSC

Delighting Customers

Michele Hovet, KSM Consulting

Calculating the ROI of User-Centered Design to Improve IT Performance

Mary Michaels, Human Factors International

Beyond the Integration of ITIL and KCS

Rick Joslin, Joslin & Associates

You Are Not My Customer!

Lou Hunnebeck, DXC Fruition

Service Design & Transition, Project Management’s Best Friend

Lou Hunnebeck, DXC Fruition

CSI Is Not Optional!

Kathryn Howard, Visual Explanations

Track: Capitalizing on Your Service Management Investment

Unlock the Hidden Value of Your IT Investments

Dale Landowski, Cask

9-1-1 Emergency… Or Is It?

Doug Rabold, CPS Energy

The Workforce Awakens: 3 Insights That Unleash the Potential of Your Workforce

Nancy Van Elsacker Louisnord, TOPdesk USA

The Bare Necessities

David Wright, Service Desk Institute

ITIL Case Study in Line with the ITIL Update

Clare Cottrell, AXELOS

How do you Know if the ITSM Tool Implementation is a Success?

Paula Määttänen, Cognizant

Achieving True Situational Awareness with the Service Knowledge Management System

Jessica Alfaro, Acuity, Inc.

Change the Gear of Your Business, Make the Right ITSM Tool Selection

Svetlana Sidenko, IT Chapter

Service Portfolio vs Service Catalog; Mind the Difference

Piia Karvonen, Symfoni ESM

Problem Management Challenges

Valerie O’Hara, Mercy

Track: Cyber Security and Risk

Security and Risk – Closing the Missing Links on the Promise of Business Velocity and Quality – aka DecSecOps

Robert Stroud, XebiaLabs

SecOps: The Red Headed Stepchild of ITSM?

Phyllis Drucker, Linium

How Much Does Security Cost? Building an Effective Business Case for Cyber Security

Matt Scott, American Courier

Cyber Resilience – Making Our People Our Cyber Heroes: The Challenges and the Opportunities

Olivier Abecassis, IT Chapter, AXELOS Global Best Practice

Intelligent Disobedience – A Service Dog Idea for Service Management

Ivor Macfarlane, MacfPartners

Ignorance is Bliss

Alma Miller, AC Miller Consulting, LLC

Unlock Your Doors and Throw Away Your Keys

Matt Hooper, Ivanti

Improve your Security Posture Through Software Asset Management

Cade Hoff, G2SF

Strategies for Integrating Your Cyber Security and IT Service Management Process and Systems

John Bilinisk, G2SF

Designing & Building a Cybersecurity Program Based on the NIST Cybersecurity Framework

Larry Wilson, University of Massachusetts

Security in the Agile/DevOps World

George Spalding, Pink Elephant

Track: DevOps and Agile

DevOps & Agile: One Company’s Journey

David Mainville, Navvia

Peas in a Pod: How ITIL, Agile, and DevOps Can Work Together to Drive Innovation

Erika Flora, Beyond20

Realizing More Business Value from DevOps

Mark Smalley, DASA

Applying DevOps Practices to Architect Your Delivery Pipeline for Speed

Carmen DeArdo, Nationwide Insurance

Digital Transformation: Through DevOps and Agile

Kanika Tolver, Brand DMV, Inc.

Secrets of a DevOps Leader: Transforming the Transformer

Jayne Groll, DevOps Institute

Value Stream Mapping for DevOps and Lean IT

Michael Orzen, Mike Orzen & Associates, Inc.

Scaling DevOps Across IT Organizations to Drive Business Outcomes

Ian Buchanan, Atlassian

Improving the Ops in DevOps

James Moore, IBM

The Future of Work: IT Teams in a Brave New World Where ITSM Meets Agile & Lean

Paul Buffington, Atlassian

DevOps Will Fail! …Unless

Paul Wilkinson, GamingWorks

Accelerating ITSM for DevOps: Overcoming Objections

Donna Knapp, ITSM Academy

Track: Emerging and Strategic Technologies

ITSM and the New World of IT: A Fireside Chat

Charles Araujo, International, LLC

Living in the Disruption Economy: Why Our Customers are Screaming for Change and We’re Still Not Listening

Julie Mohr,

Myths and Legends of Enterprise Service Management

Elina Pirjanti, Cognizant Technology Solutions

Why Blockchain Won’t Survive Without ITIL

Manuel Lloyd, Manuel W. Lloyd

The Rise of Artificial Intelligence and What it Means for ITSM

David Wright, Service Desk Institute

Cynefin, Complexity, and Sense-Making in the Digital World

Kaimar Karu, itSMF Estonia

Stop Doing ITSM and Start Playing Video Games: How The Service Desk Has Become a Platform

Christopher Morgan, Stave

ABC of Service Management

Apoorve Aggarwal, Tata Consultancy Services

Cognitive Service Management – The Next Frontier

Peter Adams, BMC Software

Track: IT Performance Improvement

Goal Setting: Path to Team Success

Jack Probst, Pink Elephant

Selfless Service – A Service Management Mindset to Improve Customer Experience

Sanjeev Kumar NC, Freshworks

My First 90 Days – Confessions of a VP of Information Technology

Peter Nowak, Easterseals UCP Nroth Carolina & Virginia

4-Point Selection Process

Alma Miller, AC Miller Consulting, LLC

Making Metrics Matter

James Finister, Tata Consultancy Services

Less Hearing – More Listening; Less Talk, More Discussion

Kirstie Magowan, IT Chronicles

Event Management – Moving Beyond Reactive Monitoring

Marsh Jones, Ameriprise Financial

Hearing & Being Heard: The Role of Listening & Imagination in Business Collaboration

Lou Hunnebeck, DXC Fruition

Data Science for Knowledge Management

Jay Nesselroad, Vantiv now Worldpay

Ticket Data Analytics – “Where’s my Process Visibility and Control?”

Gregory Hill, Acuative

KPI for Analytics – Frequency of “Ah-ha Moments”

Gregory Hill, Acuative

Mind Blown: The Hidden Stories Your Metrics are Screaming at You, and How to Unlock Them

Rebecca Wilson, Inland Revenue

Shifting Left – How High Performing Organizations Focus On Reducing Unplanned Work

Troy DuMoulin, Pink Elephant

Cultivating a Culture of Change

Mark Blanke, OwlPoint & The CIO Initiative

Track: Organizational Change and How to Keep the Lights On

Everything I Learned About Leading Change, I Learned from Gregory Peck

David Ratcliffe, Pink Elephant

Step Up & Stand Out: Put Your Personal Brand on Display

Sanjay Patel, Illinois Power Agency

We Got Something in Common: Business Relationship Management, It’s Part of All Our Jobs

Scott Standen, European Central Bank

Workshop – Create a People Change Management Strategy!

Thorsten Manthey, TCS

The Cultural Impact of ITSM Driving Organizational Value

Andy Atencio, City of Greenwood Village

UC San Diego’s Process Palooza: LEANing Toward Success

Lynn Underwood, UC San Diego, IT Services

Communications Delivered – But Is Your Message Being Understood?

Joe Foster, Sempra Energy

Breakfast Book Club – What We’ve Learned from What We’ve Read

Angelica King, Supervalu

Turning the Turtle Over: Empowering and Preparing Your Employees for Change

Elizabeth Fortunato, Administrative Office of the US Federal Courts

How To “Jazz Up” IT Leadership, Structures & Systems To Accelerate Value

Troy DuMoulin, Pink Elephant

Track: Starting Your IT Transformation

Service Modeling: The Next Generation – Using Value Stream Mapping to Improve Service

Patrick von Schlag, Deep Creek Center


Chuck Spencer, Flycast Partners, Inc.

Shift Left: Transform Incident Management with Self-Resolution

Phyllis Drucker, Linium

Unlock the Hidden Treasure – Justifying Problem Management

Bob Rice, Silver Creek Solutions LLC

A Year in the Life: A Case Study in ITSM Maturation

Doug Rabold, CPS Energy

Effective Change Management in Agile Environments

Scott Dubois, Liberty Mutual

The 80/20 Rule for Service and Support KPI’s: The Metrics of Success!

Jeff Rumburg, MetricNet, LLC

Do Change Thoughtfully

Erma Fritsche, University of Cincinnati