1. May 15, 2012 through May 17, 2012 Attended by Michael Baker and Brian McKittrick

2. Agenda Conference Overview Knowledge Base Software License Management The Next Release Automated Incident Routing Advanced Reporting Collaborative Connections

3. Conference Overview Largest ITSM Gathering – over 2000 attendees 3 Days of more than 120 Breakout Sessions and Labs

4. Knowledge Base Knowledge Submission Workflow Automated Knowledge Articles Keeping Knowledge Articles Fresh

5. Software License Management Panel Discussion Normalizing Data – Nightmare Berlin Release – SCCM Normalization Improvements Private Demo of SLM Berlin Improvements – 5/24

6. The Next Release Berlin Release coming Q3 Data Archiving Email Notifications Live Feed Integration

7. Automated Incident Routing Round-robin routing Follow-the-sun routing

8. Advanced Reporting Metrics Database Views Dashboards

9. Collaborative Connections

10. Questions