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.
Check back frequently, information added daily!
Click on session titles for full session descriptions. All times noted are in PST.
May 05 Tuesday | 5:50 pm
Location: Expo Hall - Theater
Pass Type:
Core Pass, Discovery Pass, Expo Hall Only Pass, Pre-Conference Training, Premier Pass
Session Type:
Sponsored Session
May 06 Wednesday | 7:00 am
Location: Julius 15/16
Pass Type:
Core Pass, Discovery Pass, Premier Pass, Premium Learning Pass, VIP Pass, Wednesday Discovery Pass
Session Type:
Sponsored Session
Pass Type:
Core Pass, Premier Pass, Premium Learning Pass, Wednesday Discovery Pass
Session Type:
Event Experience
May 06 Wednesday | 8:00 am
Speaker: Alan Stein Jr.
Pass Type:
Core Pass, Expo Hall Only Pass, Pre-Conference Training, Premier Pass, Premium Learning Pass, Wednesday Discovery Pass
Session Type:
Keynote
May 06 Wednesday | 9:45 am
Speaker: Joel Koh (Chick-fil-A)
Location: Octavius 4
Pass Type:
Core Pass, Premier Pass, Premium Learning Pass, Wednesday Discovery Pass
Track:
Achieving IT Service & Management Excellence, Optimizing Service & Support Operations
Session Type:
Session
Path:
IT Service and Support
Speakers: Chris Gillis (Univeristy of Notre Dame), Mike Voss (Univeristy of Notre Dame), Hannah Elliott
Location: Octavius 5
Pass Type:
Core Pass, Premier Pass, Premium Learning Pass, Wednesday Discovery Pass
Track:
Leading World Class Service & Support Teams, Optimizing Service & Support Operations
Session Type:
Case Study
Path:
IT Service Management
Speaker: Susan Smith (GTS Technology Solutions)
Location: Octavius 7/8
Pass Type:
Core Pass, Premier Pass, Premium Learning Pass, Wednesday Discovery Pass
Track:
Leading World Class Service & Support Teams, Achieving IT Service & Management Excellence
Session Type:
Session
Path:
IT Service and Support
Speaker: Amanda Pritchard (UT Dallas)
Location: Octavius 9/10
Pass Type:
Core Pass, Premier Pass, Premium Learning Pass, Wednesday Discovery Pass
Track:
Optimizing Service & Support Operations, Leading World Class Service & Support Teams
Session Type:
Session
Path:
IT Service and Support
Speaker: Sarah Caminiti (Support Ninja)
Location: Octavius 13/14
Pass Type:
Core Pass, Premier Pass, Premium Learning Pass, Wednesday Discovery Pass
Track:
Evolving Service & Support Experience
Session Type:
Session
Path:
IT Service Management
Location: Octavius 15/16
Pass Type:
Core Pass, Premier Pass, Premium Learning Pass, Wednesday Discovery Pass
Track:
Leading World Class Service & Support Teams, Achieving IT Service & Management Excellence
Session Type:
Session
Path:
IT Service and Support
May 06 Wednesday | 11:00 am
Speaker: Tony North (King County)
Location: Octavius 4
Pass Type:
Core Pass, Premier Pass, Premium Learning Pass, Wednesday Discovery Pass
Track:
AI in Action, Achieving IT Service & Management Excellence
Session Type:
Lightning Talks
Path:
IT Service Management
Speaker: Simon Lara (SPS Pool Care)
Location: Octavius 5
Pass Type:
Core Pass, Premier Pass, Premium Learning Pass, Wednesday Discovery Pass
Track:
Leading World Class Service & Support Teams, Achieving IT Service & Management Excellence
Session Type:
Lightning Talks
Path:
IT Service and Support
Speaker: Matt Beran (InvGate)
Location: Octavius 7/8
Pass Type:
Core Pass, Premier Pass, Premium Learning Pass, Wednesday Discovery Pass
Track:
Optimizing Service & Support Operations, Evolving Service & Support Experience
Session Type:
Lightning Talks
Path:
IT Service Management
Speaker: Chris Ward (PassionIT Group)
Location: Octavius 9/10
Pass Type:
Core Pass, Premier Pass, Premium Learning Pass, Wednesday Discovery Pass
Track:
Achieving IT Service & Management Excellence, Leading World Class Service & Support Teams
Session Type:
Lightning Talks
Path:
IT Service Management
Speaker: Jamie Schroder (ServiceNow)
Location: Octavius 13/14
Pass Type:
Core Pass, Premier Pass, Premium Learning Pass, Wednesday Discovery Pass
Session Type:
Session
Speaker: Ric Mims (Supportcenter Global Technologies, Inc.)
Location: Octavius 15/16
Pass Type:
Core Pass, Premier Pass, Premium Learning Pass, Wednesday Discovery Pass
Track:
Achieving IT Service & Management Excellence
Session Type:
Lightning Talks
May 06 Wednesday | 11:45 am
Speaker: Matthew Pincus (Helpt)
Location: Octavius 4
Pass Type:
Core Pass, Premier Pass, Premium Learning Pass, Wednesday Discovery Pass
Track:
Leading World Class Service & Support Teams, Achieving IT Service & Management Excellence
Session Type:
Lightning Talks
Path:
IT Service and Support
Speaker: Sarah Caminiti (Support Ninja)
Location: Octavius 5
Pass Type:
Core Pass, Premier Pass, Premium Learning Pass, Wednesday Discovery Pass
Track:
Optimizing Service & Support Operations
Session Type:
Lightning Talks
Path:
IT Service and Support
Speaker: David Sharp (Ivyland and Roslyn Fire Company, HDI Philly)
Location: Octavius 7/8
Pass Type:
Core Pass, Premier Pass, Premium Learning Pass, Wednesday Discovery Pass
Track:
Evolving Service & Support Experience, Optimizing Service & Support Operations
Session Type:
Lightning Talks
Path:
IT Service and Support
Speaker: Linda Lenox (Ingleby Lenox, LLC)
Location: Octavius 9/10
Pass Type:
Core Pass, Premier Pass, Premium Learning Pass, Wednesday Discovery Pass
Track:
AI in Action, Evolving Service & Support Experience
Session Type:
Lightning Talks
Path:
IT Service Management
Speaker: Rae Ann Bruno (Business Solutions Training, Inc.)
Location: Octavius 13/14
Pass Type:
Core Pass, Premier Pass, Premium Learning Pass, Wednesday Discovery Pass
Track:
Evolving Service & Support Experience, AI in Action
Session Type:
Lightning Talks
Path:
IT Service Management
Speaker: Micah Armstrong (UT Dallas - Office of Information Technology)
Location: Octavius 15/16
Pass Type:
Core Pass, Premier Pass, Premium Learning Pass, Wednesday Discovery Pass
Track:
Achieving IT Service & Management Excellence
Session Type:
Lightning Talks
Path:
IT Service Management
May 06 Wednesday | 12:15 pm
Location: Julius 17/18
Pass Type:
Core Pass, Discovery Pass, Premier Pass, Wednesday Discovery Pass
Session Type:
Sponsored Session
Location: Julius 15/16
Pass Type:
Core Pass, Discovery Pass, Premier Pass, Thursday Discovery Pass, Wednesday Discovery Pass
Session Type:
Sponsored Session
Pass Type:
Core Pass, Premier Pass, Premium Learning Pass, Wednesday Discovery Pass
Session Type:
Event Experience