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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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May 06 Wednesday | 9:45 am
Session 101: Quick Win Toolkit: Problem-Solving You Can Use Today
Speaker: Joel Koh  (Chick-fil-A)
Location: Octavius 4
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Achieving IT Service & Management Excellence, Optimizing Service & Support Operations
Session Type: Session
Path: IT Service and Support
Session 103: From Good to Great: Where Strong IT Foundations Meet Modern Tools and Experience-Driven Support
Speaker: Susan Smith  (GTS Technology Solutions)
Location: Octavius 7/8
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Leading World Class Service & Support Teams, Achieving IT Service & Management Excellence
Session Type: Session
Path: IT Service and Support
Session 104: From Help Desk to Hashtag: Building Brand Awareness Through Social Media
Speaker: Amanda Pritchard  (UT Dallas)
Location: Octavius 9/10
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Optimizing Service & Support Operations, Leading World Class Service & Support Teams
Session Type: Session
Path: IT Service and Support
Session 106: Stop Fixing, Start Leading: Coaching High-Performing Technology Professionals
Speakers: Douglas Wood  (illuminaiit), Jeff Warren  (Barkley Consulting Group)
Location: Octavius 15/16
Pass Type: Core Pass, Premier Pass, Premium Learning 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
Session 202: Team Chemistry: Stop Managing, Start Coaching and Get The Best Out of Your Team
Speaker: Simon Lara  (SPS Pool Care)
Location: Octavius 5
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Leading World Class Service & Support Teams, Achieving IT Service & Management Excellence
Session Type: Lightning Talks
Path: IT Service and Support
May 06 Wednesday | 11:45 am
Session 301: Why Your Team Should Break The Rules (Sometimes)
Speaker: Matthew Pincus  (Helpt)
Location: Octavius 4
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Leading World Class Service & Support Teams, Achieving IT Service & Management Excellence
Session Type: Lightning Talks
Path: IT Service and Support
Session 302: Efficiency Theater: Why Busy Support Teams Still Fall Behind
Speaker: Sarah Caminiti  (Epochal Operations)
Location: Octavius 5
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Optimizing Service & Support Operations
Session Type: Lightning Talks
Path: IT Service and Support
Session 303: Beyond the Fire Drill: Proactive Planning in Service & Support
Speaker: David Sharp  (Vanguard, Ivyland Fire Company, HDI Philly)
Location: Octavius 7/8
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Evolving Service & Support Experience, Optimizing Service & Support Operations
Session Type: Lightning Talks
Path: IT Service and Support
May 06 Wednesday | 3:45 pm
Session 401: Mastermind Industry Panel
Speakers: Tony North  (King County), Richard Mims  (Supportcenter Global Technologies, Inc.), Randy Celaya  (TASC Training and Development), Pete McGarahan  (McGarahan & Associates, Inc.)
Location: Octavius 4
Pass Type: Premier Pass, Premium Learning Pass
Track: Achieving IT Service & Management Excellence
Session Type: Session
Path: IT Service and Support
Session 402: From Blank Slide to Brilliant: Generative AI as Your Co-Designer
Speakers: Quinn Karley  (Mountain Rise Partners), Jason Wischer  (SHI), Stephen Paskel  (CMIT Solutions of Biltmore)
Location: Octavius 5
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: AI in Action
Session Type: Session
Path: IT Service and Support
Session 403: Built to Last: Creating a Sustainable Knowledge Culture in IT Support
Speakers: Emily Healy  (Kwik Trip Inc.), Ben Smaby  (Kwik Trip Inc.), Layla Lunde  (Kwik Trip)
Location: Octavius 7/8
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Evolving Service & Support Experience, Achieving IT Service & Management Excellence
Session Type: Case Study
Path: IT Service and Support
Session 404: From Uncertifiable to World Class and What's Nex
Speakers: Josh Nelson  (Power Design Inc), Thomas Gartner  (Power Design Inc), Ray Brown  (Power Design), Daves Vargas  (Power Design)
Location: Octavius 9/10
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Leading World Class Service & Support Teams, Evolving Service & Support Experience
Session Type: Case Study
Path: IT Service and Support
May 07 Thursday | 9:45 am
Session 501: How to Use Generative AI to Clean Up Your Knowledge Base
Speaker: Leslie O'Flahavan  (E-WRITE)
Location: Octavius 4
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: AI in Action, Achieving IT Service & Management Excellence
Session Type: Session
Path: IT Service and Support
May 07 Thursday | 11:00 am
Session 601: The Amazing Convergence of ITSM and Customer Service
Speaker: Nate Brown  (Metric Sherpa)
Location: Octavius 4
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Evolving Service & Support Experience, Leading World Class Service & Support Teams
Session Type: Lightning Talks
Path: IT Service and Support
Session 602: Characteristics of a Transformational Digital Leader
Speaker: Jeff Jensen  (I Train IT Leaders LLC)
Location: Octavius 5
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Leading World Class Service & Support Teams, Achieving IT Service & Management Excellence
Session Type: Lightning Talks
Path: IT Service and Support
Session 603: Quality 2.0: Human-Centric, Data-Driven, and Tool-Agnostic—Driving Change With Simple, Adaptable Solutions
Speaker: Jeri Cinnamon  (Vertex Inc.)
Location: Octavius 7/8
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Evolving Service & Support Experience, Optimizing Service & Support Operations
Session Type: Lightning Talks
Path: IT Service and Support
Session 604: From Service Desk Analyst to Leadership: Designing Career Paths That Retain Top Talent
Speaker: Michael Hanson  (Velera)
Location: Octavius 9/10
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Leading World Class Service & Support Teams
Session Type: Lightning Talks
Path: IT Service and Support
May 07 Thursday | 11:45 am
Session 701: IT Matters: Crafting Internal Communications That Connect
Speaker: Adrienne DuBrul  (TFS,Ltd.)
Location: Octavius 4
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Achieving IT Service & Management Excellence, Leading World Class Service & Support Teams
Session Type: Lightning Talks
Path: IT Service and Support
Session 702: From Hidden Feedback to Strategic Superpower: Transforming Organizations Through Authentic Voice of the Customer
Speaker: Lala Mamedov  (Hugspace)
Location: Octavius 5
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Evolving Service & Support Experience
Session Type: Lightning Talks
Path: IT Service and Support
Session 704: Ground-Level Leadership: Scaling Influence Without Titles
Speaker: Jeremy Pratt  (Jamanjiverse)
Location: Octavius 9/10
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Achieving IT Service & Management Excellence, Leading World Class Service & Support Teams
Session Type: Lightning Talks
Path: IT Service and Support
Session 705: From Good to Great: Behaviors That Define Transformational Leadership
Speaker: N.J. Robinson  (Hi-Tech Leadership)
Location: Octavius 13/14
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Leading World Class Service & Support Teams, Achieving IT Service & Management Excellence
Session Type: Lightning Talks
Path: IT Service and Support
May 07 Thursday | 4:00 pm
Session 801: Training the Next Generation of Support
Speakers: Patrick White  (University of Florida), Sadie DePeter  (University of Florida)
Location: Octavius 4
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Optimizing Service & Support Operations, Evolving Service & Support Experience
Session Type: Case Study
Path: IT Service and Support