HDI's Service Management World is fast approaching, and as we countdown to November 17, we are excited to feature some of the leading speakers you’ll have the chance to learn from this year. This week, we are thrilled to spotlight Caitlin Price, Support Analyst Associate at Giant Eagle and HDI Top 25 Thought Leader.
Caitlin will be co-leading Session 603: Escape Service Degradation - An Interactive Major Incident Experience with Jessica Szalla. In this exclusive interview, she shares her best tips for Service Management World newbies, along with a sneak peek of her session and some advice to help service managers navigate incidents.
Expert Incident Insights: An Interview with Caitlin Price
Q: How many HDI events have you attended and what advice do you have for someone attending for the first time?
Price:This will be my third Service Management World, and I’ve attended many local events through our HDI Steel City Chapter here in Pittsburgh. If you’re a newbie, lean in and embrace the experience! I’ve met so many wonderful people at SMW (Service Management World) just simply by striking up a conversation sitting next to them in a session or eating lunch together. Take advantage of the social events to really embrace the networking aspect to meet fellow professionals who will help you be an even better version of you.
Q: Aside from yours, which session(s) are you most excited to attend this year?
Price: I always really look forward to the keynotes. A lot of their messaging transcends technology and can really help motivate you and your team.
Q: Who should attend your session and what can they expect to learn?
Price: This is a great session for anyone who has ever been involved in a major incident of any sort, which I’m assuming is going to be most of the SMW audience. It’s going to be a fun way to navigate through critical thinking and spur-of-the-moment decision making. Even if you aren’t directly involved with managing major incidents at your organization, the skills you’ll develop through various exercises can be applied to so many different areas of your career!
Q: Without giving away too much, can you share a session teaser? What’s one piece of advice you’d give a new support center manager about major incident facilitation?
Price: My session is going to be a fun escape room-style game focused on major incidents! My best piece of advice for new support center managers about major incident facilitation is communication is KEY: Communicate with your teams, your customers, your stakeholders. Transparency is so important when it comes to keeping people in the know on how progress is going and when people can expect resolution. Strong communication can make or break an organization’s reputation!
Join Caitlin this November at Service Management World
Don't miss Caitlin Price and Jessica Szalla’s insightful session! Register now for Service Management World and get the latest updates on all our speakers and sessions.
About Caitlin Price
Caitlin Price is a journalist turned IT professional with more than 15 years of experience. She joined the IT department at Giant Eagle in October 2019 after spending 10 years working in communications, marketing, and meeting planning. She uses her journalism and marketing experiences to drive ITSM organizational change management. While originally brought on as a technical writer for Giant Eagle, she now focuses on branding and UX to assist in IT awareness and educational efforts while continuing to create creating documentation and training materials for various technologies and applications. Caitlin also works closely with the Major Incident Team providing on-call support and collaboration on communications, working closely across the enterprise to share important updates with more than 35,000 Team Members. Caitlin obtained her Bachelor of Science in Journalism from Ohio University’s esteemed Scripps College of Communication and holds ITIL 4 Foundations and ITIL 4 Specialist: Drive Stakeholder Value certifications.