2026 Schedule

For decades, IT service organizations have operated as if success were a finite game: close more tickets, reduce more incidents, hit the SLA target, repeat. But today's business landscape doesn't reward short-term wins, but instead it rewards adaptability, resilience, and the ability to create value in conditions that never stop changing. Drawing inspiration from the principles of "The Infinite Mindset" and aligning them with ITIL 4's modern, value-driven approach, this session reframes ITSM leadership for the world we actually live in.
Attendees will explore how to shift from a mindset of outputs to one of outcomes, from compliance to curiosity, and from siloed optimization to co-creation of value. Using real-world stories from IT support and service management environments, this session gives leaders a practical blueprint to elevate their teams, strengthen relationships with the business, and build service organizations that thrive under uncertainty.
This is designed specifically for HDI's community of support center leaders, service managers, and ITSM professionals who want to level up their influence and drive meaningful, lasting transformation.

Takeaway

By the end of this session, participants will be able to:
1. Distinguish between finite and infinite thinking—and identify where finite mindset traps appear in ITSM.
2. Map ITIL 4's guiding principles to leadership behaviors that foster adaptability, resilience, and innovation.
3. Redefine service success using outcome-focused measures that matter to the business.
4. Apply practical techniques to empower teams, strengthen engagement, and reduce change fatigue.
5. Build a personal leadership action plan that introduces "infinite mindset" thinking into their support organization.