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HDI Service & Support World
May 3-7, 2026
Caesars PalaceLas Vegas, NV
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2026 Schedule

HDI's Service & Support World provides inspirational sessions that matter to you, with high-quality keynotes, 1-on-1 time with exhibitors, and multiple ways to connect with the IT support and service management community.

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Click on session titles for full session descriptions. All times noted are in PST.

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Sunday, May 3 | 7:30am
Networking Breakfast
Location: Outside Balcony - Promenade Level
Pass Type: Pre-Conference Training, Premium Learning Pass
Session Type: Event Experience
Sunday, May 3 | 8:30am
Pre-01: HDI Support Center Director
Speaker: Randy Celaya  (TASC Training and Development)
Location: Octavius 2/3
Pass Type: Pre-Conference Training, Premium Learning Pass
Session Type: Training
Pre-02: HDI Support Center Manager
Speaker: Doug Tedder  (Tedder Consulting LLC)
Location: Octavius 4
Pass Type: Pre-Conference Training, Premium Learning Pass
Session Type: Training
Pre-03: ITIL 4 Foundation
Speaker: Greg Sanker  (ITSMTransition)
Location: Octavius 5
Pass Type: Pre-Conference Training, Premium Learning Pass
Session Type: Training
Sunday, May 3 | 12:30pm
Networking Lunch
Location: Outside Balcony - Promenade Level
Pass Type: Pre-Conference Training, Premium Learning Pass
Session Type: Session
Monday, May 4 | 7:30am
Networking Breakfast
Location: Outside Balcony - Promenade Level
Pass Type: Pre-Conference Training, Premium Learning Pass
Session Type: Event Experience
Monday, May 4 | 8:30am
Pre-01: HDI Support Center Director
Speaker: Randy Celaya  (TASC Training and Development)
Location: Octavius 2/3
Pass Type: Pre-Conference Training, Premium Learning Pass
Session Type: Training
Pre-02: HDI Support Center Manager
Speaker: Doug Tedder  (Tedder Consulting LLC)
Location: Octavius 4
Pass Type: Pre-Conference Training, Premium Learning Pass
Session Type: Training
Pre-03: ITIL 4 Foundation
Speaker: Greg Sanker  (ITSMTransition)
Location: Octavius 5
Pass Type: Pre-Conference Training, Premium Learning Pass
Session Type: Training
Pre-05: AI in the Support Organization
Speaker: Josh Streets  (HDI/QX Now)
Location: Octavius 7/8
Pass Type: Pre-Conference Training, Premium Learning Pass
Session Type: Training
Monday, May 4 | 12:30pm
Networking Lunch
Location: Outside Balcony - Promenade Level
Pass Type: Pre-Conference Training, Premium Learning Pass
Session Type: Event Experience
Tuesday, May 5 | 7:30am
Networking Breakfast
Location: Julius Ballroom
Pass Type: Premier Pass, Premium Learning Pass
Session Type: Event Experience
Tuesday, May 5 | 8:30am
Pre-01: HDI Support Center Director
Speaker: Randy Celaya  (TASC Training and Development)
Location: Octavius 2/3
Pass Type: Pre-Conference Training, Premium Learning Pass
Session Type: Training
Pre-02: HDI Support Center Manager
Speaker: Doug Tedder  (Tedder Consulting LLC)
Location: Octavius 4
Pass Type: Pre-Conference Training, Premium Learning Pass
Session Type: Training
Pre-03: ITIL 4 Foundation
Speaker: Greg Sanker  (ITSMTransition)
Location: Octavius 5
Pass Type: Pre-Conference Training, Premium Learning Pass
Session Type: Training
Pre-05: AI in the Support Organization
Speaker: Josh Streets  (HDI/QX Now)
Location: Octavius 7/8
Pass Type: Pre-Conference Training, Premium Learning Pass
Session Type: Training
Pre-09: Customer Service Bootcamp: Building Emotional Intelligence and Resilience in Support Professionals
Speakers: Chris Gillis  (University of Notre Dame), Mike Voss  (University of Notre Dame)
Location: Octavius 9/10
Pass Type: Premier Pass
Track: Leading World Class Service & Support Teams, Optimizing Service & Support Operations
Session Type: Workshop
Pre-10: Humanising AI: This is our Chance - How to Avoid the Mistakes of IT History
Speaker: Katrina Macdermid  (hitglobal.services)
Facilitators: Mark Basham  (hitglobal.services), Wesley Eugene
Location: Octavius 13/14
Pass Type: Premier Pass
Track: Achieving IT Service & Management Excellence, AI in Action
Session Type: Workshop
Pre-11: The Initiative Advantage: Why Action Always Wins
Speaker: Kirk Weisler  (Initiative Institute LLC)
Location: Octavius 15/16
Pass Type: Premier Pass
Session Type: Workshop
Tuesday, May 5 | 12:30pm
Networking Lunch
Location: Julius Ballroom
Pass Type: Pre-Conference Training, Premium Learning Pass
Session Type: Event Experience
Tuesday, May 5 | 4:00pm
KEYNOTE: A New Era of CX: The Great Experience Convergence
Speakers: Nate Brown  (CX Accelerator), Lee Kemp  (PCNA), Phil Verghis  (Verghis Group), Mary Cook  (Slalom)
Location: Octavius Ballroom
Pass Type: Core Pass, Expo Hall Only Pass, Premier Pass, Premium Learning Pass
Session Type: Keynote
Tuesday, May 5 | 5:00pm
Welcome Reception and Expo Hall Open
Location: Julius Ballroom
Pass Type: Core Pass, Expo Hall Only Pass, Pre-Conference Training, Premier Pass, Premium Learning Pass
Session Type: Expo Hall
Tuesday, May 5 | 5:20pm
Solution Spotlight Presented by Serval: AI Agents for IT: How Serval Automates 80% of Tickets in 24 Hours
Speaker: Jake Stauch  (Serval)
Location: Expo Hall - Theater
Pass Type: Core Pass, Expo Hall Only Pass, Premier Pass, Premium Learning Pass
Session Type: Sponsored Session
Serval
Tuesday, May 5 | 5:50pm
Solution Spotlight Presented by Oomnitza: Right Asset, Real Resolution: How Oomnitza IT Asset Management Accelerates IT Service Outcomes
Speaker: Michael Durrant  (Oomnitza)
Location: Expo Hall - Theater
Pass Type: Core Pass, Expo Hall Only Pass, Premier Pass, Premium Learning Pass
Session Type: Sponsored Session
Oomnitza
Tuesday, May 5 | 6:20pm
Solution Spotlight Presented by Invgate: Solving the Chicken-and-Egg Problem of Knowledge with AI in ITSM
Speaker: Matt Beran  (InvGate)
Location: Expo Hall - Theater
Pass Type: Core Pass, Expo Hall Only Pass, Premier Pass, Premium Learning Pass
Session Type: Sponsored Session
InvGate