Professional Services Sessions



ES = Education Services
FS = Field Services
PS = Professional Services
R = Service Revenue Generation
SS = Support Services




Monday, May 07, 2012

8:00 AM – 1:00 PM
Session Title
Presenter
Discipline
Track
Location
 
Pre-Conference Professional Development Program ($495)
Profitable Technology Services Pricing
Timothy MatanovichValue and Pricing Partners, LLC
PS
Professional Development Course
TBD
Creating Business Value Changes Customer Perceptions and Wins More Business
Bill HallPretium Partners
PS
Professional Development Course
TBD
2:00 PM – 3:00 PM
Session Title
Presenter
Discipline
Track
Location
 
Powering Up to Lead: Help Manage Your Company's Service Thinking
J.B. WoodTSIA
ES | FS | PS | R | SS
Keynote
TBD
3:00 PM – 4:00 PM
Session Title
Presenter
Discipline
Track
Location
 
Solving the Unsolvable Challenges of Embedded Services
Thomas LahTSIA
ES | FS | PS | R | SS
Keynote
TBD
4:15 PM – 5:15 PM
Session Title
Presenter
Discipline
Track
Location
 
Concurrent Breakout Sessions - TSIA POWER HOUR
Social Support: Battle-Hardened Lessons from Top Practitioners: A Panel Discussion with Leading Social Media Strategists in Tech Services
Shawn SantosTSIALois Marie TownsendHewlett-PackardRadha Penekelapatisalesforce.comToby RichardsMicrosoft
ES | FS | PS | SS
Service Social Media & Online Support
TBD
The State of Technology Professional Services, 2012: Industry Performance and Practices that Improve It
Bo Di Muccio, PhDTSIA
PS
Service Operations
TBD
The 2012 TSIA Technology Heatmap: Service Technology Spending and Adoption Trends
John RagsdaleTSIA
ES | FS | PS | SS
Service Operations
TBD

Tuesday, May 08, 2012

8:30 AM – 9:00 AM
Session Title
Presenter
Discipline
Track
Location
 
Service Transformation
ML KrakauerEMC
ES | FS | PS | R | SS
Keynote
TBD
9:00 AM – 9:30 AM
Session Title
Presenter
Discipline
Track
Location
 
How the C-Suite Thinks About Services
Thomas ArcherPwC
ES | FS | PS | R | SS
Keynote
TBD
9:45 AM – 10:45 AM
Session Title
Presenter
Discipline
Track
Location
 
Concurrent Breakout Sessions
Closing the Consumption Gap with Insights from Value Realization Scorecards
Shlomi ZivNICE SystemsDr. Vasudeva AkulaNICE Systems
PS
Service Operations
TBD
Is the Juice Worth the Squeeze? Best Practices in Services Revenue Generation
Phil NanusSymantec
FS | PS | R | SS
Service Sales & Marketing
TBD
Accelerating Sales with Tools/Techniques from Services Marketing
Lance MillerTeradata
PS
Service Sales & Marketing
TBD
Applying Lean Start-Up Principles to Services Delivery
Rachel OrstonSilverpop
PS
Service Delivery
TBD
Capturing the Cloud with Confidence: Creating Professional Services Programs for the New Cloud Application Era
Mary ElstonVMware
PS
Cloud Services
TBD
Outcome Based Offerings, Industry Vertical Solutions and a Professional Services Content Factory: 3 Unique Ways to Transform your Outdated PS Portfolio and Partner Better with your Product Team
Vijay KumarHewlett-Packard
PS | R
Cloud Services
TBD
11:00 AM – 12:00 PM
Session Title
Presenter
Discipline
Track
Location
 
Concurrent Breakout Sessions - SERVICES TECHNOLOGY ADVANTAGE
Case Study presented by Compuware and their Customer
Compuware
PS
Services Technology Advantage Case Study
TBD
12:00 PM – 2:00 PM
Session Title
Presenter
Discipline
Track
Location
 
Lunch and Theater Solution Sessions in the TSW | EXPO
2:00 PM – 3:15 PM
Session Title
Presenter
Discipline
Track
Location
 
Concurrent Workout Sessions
Managing Global Teams: Best Practices for Leading a Global Workforce
Rod CherkasRingCentral
PS
Service Operations
TBD
Developing Cloud-Based Service Offerings
Bill FerraiuoloEMCBo Di Muccio, PhDTSIAAdditional PS Champions to be Announced
PS
Cloud Services
TBD
Leading and Lagging Practices in Social Media: Interactive Workout Session Explores Peer Insights in Social Support
Shawn SantosTSIA
ES | FS | PS | SS
Service Social Media & Online Support
TBD
Driving Strategic Revenue Growth by Extending the Delivery Model Beyond Traditional Services
Randy MysliviecRTM ConsultingRuth FornellNCR
PS
Service Delivery
TBD
4:00 PM – 5:00 PM
Session Title
Presenter
Discipline
Track
Location
 
Concurrent Breakout Sessions
Building an Effective and Reliable RMO
Mark SloanRTM ConsultingMike DelessioBullhorn
PS
Service Operations
TBD
Benchmarking PS Pricing Using the TSIA Market Rates Study
Timothy MatanovichValue and Pricing Partners, LLCSean DesmondInformatica
PS
Service Sales & Marketing
TBD
Driving Customer Centricity from the Bottom-up
Matthew BrouillardPhilips
PS
Service Operations
TBD

Wednesday, May 09, 2012

9:45 AM – 10:45 AM
Session Title
Presenter
Discipline
Track
Location
 
Concurrent Breakout Sessions
The Science of Identifying High-Performance Salespeople
Kyle AndrewsPretium PartnersGordon DavidsonTeradata
PS | R
Service Sales & Marketing
TBD
Optimize First, Innovate Next with Professional Services Software Tools Development
Steve HoodHitachi Data Systems
PS
Service Delivery
TBD
Getting the Sales Force to Sell Services
James EdgertonMentor Graphics
PS
Service Strategy
TBD
CSAT: If You're Lucky, Your Customers will Complain
Amy DigbyConvergys
PS
Service Operations
TBD
12:30 PM – 2:30 PM
Session Title
Presenter
Discipline
Track
Location
 
Awards Luncheon and Closing Keynote - Lessons Unlearned: 25 Years in Customer Service
John RagsdaleTSIA
ES | FS | PS | R | SS
Keynote
TBD