CIO Panel - Evolution of Support

When:  Jan 17, 2019 from 11:30 AM to 1:00 PM (MT)
Associated with  Salt Lake City
Join us for the CIO Panel and lunch on January 17th, 2019 at the Joseph Smith Memorial building to discuss the Evolution of Support.

What does the Service Desk look like in the face of changing employee needs? Will Tier 1 support vanish? Will Artificial Intelligence consume that level of support? What is your best strategy to maintain relevancy for the future? What are the implications for end users and QOS? How do remote workers continue to get proper service? What is your future path whether you do client or network support? How do you create a one stop shop?


** Update **

Due to unexpected business travel Niel will no longer be able to attend this event. In his place, Amy Knapp, VP of Information Security and Service Delivery at O.C. Tanner will be moderating. We will miss Niel and thank him for organizing our pannelist but we're excited to have Amy join us!

Amy Knapp - Moderator

Amy Knapp is the Vice President of Information Security and Service Delivery at O.C. Tanner, a $500+ million global recognition and workplace culture company. She has been heavily involved in the IT Service Management and Delivery arena, is a board member of the Women Tech Council, and was awarded the Bronze Stevie Award for Information Technology Executive of the Year in 2018.

Amy has a bachelor’s degree in Information Technology Management, and has over two decades of experience in operational support, innovation, and leadership. She was born in South Australia, has worked in the UK, and is educated in the US and Australia.

Amy Knapp

Vice President of Information Security and Service Delivery

1930 South State Street, Salt Lake City, UT 84115

Niel Nickolaisen


Niel Nickolaisen is the CTO at OC Tanner. He has held technology executive and operations executive positions; typically in turnaround roles. He has a passion for helping others deliver on what he considers to be the three roles of IT leadership: 1) Enable strategy and 2) Achieve operational excellence and 3) Create a culture of trust and ownership.

He holds a MS in Engineering from MIT, a BS in Physics from Utah State University, and an MBA from Utah State University.

He writes an enterprise CIO column for SearchCIO. He is the author of “The Agile Culture” (2014, Addison Wesley) and “Stand Back and Deliver” (Addison Wesley, 2009). Niel was the winner of the 2015 Proph IT award.

Niel Nickolaisen

Chief Information Officer, OC Tanner

1930 South State Street, Salt Lake City, UT 84115

801.483.8333 /

Dave Orn - Panelist


Been in IT since 1996 and have worked in many different industry’s all from Manufacturing, Health care, Mining, Law enforcement, Bleeding edge technology and Construction all around the world.  I enjoy the performing arts and have played the double bass for 25 years. Camping and fishing are sought after times with my family and we are always looking for a new adventure. I am a corky out going nerd who enjoys the unique and creatively of technology and what it can provide for us. I look at every day as a new opportunity to learn and lessen to improve myself on any front.

Ken Knapton - Panelist


Ken Knapton is an accomplished Senior Executive and Board Member with more than 30 years of success across the technology, healthcare, and mortgage industries. He holds 3 U.S patents for his early work architecting and developing enterprise anti-virus solutions. He has served as CTO or CIO for multiple companies in various industries for almost 2 decades. He is a published author and public speaker, frequently presenting on the topic of Cyber Safety. His broad areas of expertise include IT strategy, cyber security, IT transformation, and enterprise technology.

Throughout his executive career, Ken has held the Senior technical leadership position at companies including Merrick Bank, Avalon Health Care Group, ContentWatch, AccessData and W.J. Bradley Mortgage Capital. Ken has specialized in turning around ailing IT teams, which he has accomplished by focusing on customer service and business alignment while elevating the skillset and capabilities of the IT team. He is a respected leader and mentor to those within his teams.

Ken received his Bachelor of Science in Computer Science and Information Systems from Utah Valley University, his Master of Business Administration from Brigham Young University, and is currently a Doctoral Candidate pursuing his Doctorate of Information Technology at Walden University. Ken is also committed to his community and is involved with several non-profits, he has served on the board for Quail Run Primary School and on the advisory board for both Utah Valley University’s Computer Science Department and the Utah Coalition Against Pornography.

Event is sponsored by


Joseph Smith Memorial Building
15 E South Temple
Salt Lake City, UT 84150