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I was invited to speak at the PacRim conference as an international keynote speaker in Sydney for the third time. The topic of my keynote session was The Future of the Internal Service Provider Key Social and Technology Advancements and How They Impact the Service Providers. I was also part of an interactive delegate-driven panel […]
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I was invited to speak at the Support Services Institute’s Konferens 2009 in Stockholm, Sweden. My trip to Stockholm was terrific. I spent a week in the old city and toured through museums, restaurants, and shops. Before the conference, I taught a class on Knowledge Management Implementation Strategies. Then I gave two keynote talks: Service […]
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On my second trip down under, I joined the PACRIM team in the city of Sydney for the second time. On this trip, I was able to visit the botanical gardens and see parts of the city I wasn’t able to explore on my first visit. This year I facilitated a roundtable discussion on Choosing […]
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Australia is an incredible country, and I was invited to speak at the PacRim conference as an international keynote speaker. The conference was held on the Gold Coast – a lovely oceanfront community known as surfer’s paradise. I was fortunate enough to travel around Sidney before making the trip up to Brisbane for the conference. […]
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Great trip to Dubai where I had the pleasure to teach an ITIL V2 class, an ITIL bridge class from V2 to V3, a break-out session on Customer Experience Management: Engineering and Defining the Support Experience and the closing keynote session on High Impact Leadership. This photo was taken of the ITIL V2 class before the […]
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I was invited to speak at the New Jersey HDI Chapter Annual Event as a Keynote Speaker. The topics were: Problem vs. Incident Management and one of my favorites, Everything I Ever Wanted to Know About Management I Learned from the Movies. The event was held at a Racetrack, and I bet for the first […]
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HDI Japan was my first international invitation to be a keynote speaker. After the long trip to Japan, I was warmly welcomed by the staff at the airport and swept away to a beautiful hotel in a remote neighborhood near Japan. We spent a few days visiting the local village before making the trip to […]
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I was invited to speak at the Delaware Valley HDI Chapter Vendor fair. I had two sessions: one on the topic of Auditing Your Support Organization and the second one titled Everything I Ever Learned About Management I Learned from the Movies. Topic Overview Auditing Your Support Organization – Your Key to Successful Enhancement of […]
