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 | 8:30 am
Speaker: Katrina Macdermid (hitglobal.services)
Location: Octavius 13/14
Pass Type:
Premier Pass, Premium Learning Pass
Track:
Achieving IT Service & Management Excellence, AI in Action
Session Type:
Workshop
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
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
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: 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: 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: 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 | 3:45 pm
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, Wednesday Discovery Pass
Track:
Achieving IT Service & Management Excellence
Session Type:
Session
Path:
IT Service and Support
Location: Octavius 7/8
Pass Type:
Core Pass, Premier Pass, Premium Learning Pass, Wednesday Discovery Pass
Track:
Evolving Service & Support Experience, Achieving IT Service & Management Excellence
Session Type:
Case Study
Path:
IT Service and Support
Moderator: Todd Piccuillo (InformaTech Target)
Speakers: Darrell Bond (RADAR Solutions Group), Doug Tedder (Tedder Consulting LLC), Zach Swartz (D.A. Davidson Companies), Angela Fawver (BlueCross BlueShield of South Carolina)
Location: Octavius 13/14
Pass Type:
Core Pass, Premier Pass, Premium Learning Pass, Wednesday Discovery Pass
Track:
Achieving IT Service & Management Excellence
Session Type:
Session
Path:
IT Service Management
May 07 Thursday | 9:45 am
Speaker: Leslie O'Flahavan (E-WRITE)
Location: Octavius 4
Pass Type:
Core Pass, Premier Pass, Premium Learning Pass, Thursday Discovery Pass
Track:
AI in Action, Achieving IT Service & Management Excellence
Session Type:
Session
Path:
IT Service and Support
Speaker: Liz Bunger (Vertex, Inc)
Location: Octavius 5
Pass Type:
Core Pass, Premier Pass, Premium Learning Pass, Thursday Discovery Pass
Track:
Achieving IT Service & Management Excellence, Optimizing Service & Support Operations
Session Type:
Case Study
Path:
IT Service Management
Speakers: Rocky McGuire (Corporate One Federal Credit Union), Erica Marois (Informa), Daniel Guinto (CIBC US), Savannah Shumbris (BAYADA Home Heath Care), Sarah Caminiti (Support Ninja)
Location: Octavius 9/10
Pass Type:
Core Pass, Premier Pass, Premium Learning Pass, Thursday Discovery Pass
Track:
Leading World Class Service & Support Teams, Achieving IT Service & Management Excellence
Session Type:
Session
Path:
IT Service Management
Location: Octavius 15/16
Pass Type:
Core Pass, Premier Pass, Premium Learning Pass, Thursday Discovery Pass
Track:
Leading World Class Service & Support Teams, Achieving IT Service & Management Excellence
Session Type:
Session
Path:
IT Service Management
May 07 Thursday | 11:00 am
Speaker: Jeff Jensen (I Train IT Leaders LLC)
Location: Octavius 5
Pass Type:
Core Pass, Premier Pass, Premium Learning Pass, Thursday Discovery Pass
Track:
Leading World Class Service & Support Teams, Achieving IT Service & Management Excellence
Session Type:
Lightning Talks
Path:
IT Service and Support
Speaker: Pete McGarahan (McGarahan & Associates, Inc.)
Location: Octavius 13/14
Pass Type:
Core Pass, Premier Pass, Premium Learning Pass, Thursday Discovery Pass, VIP Pass
Track:
Achieving IT Service & Management Excellence
Session Type:
Lightning Talks
May 07 Thursday | 11:45 am
Speaker: Adrienne DuBrul (TFS,Ltd.)
Location: Octavius 4
Pass Type:
Core Pass, Premier Pass, Premium Learning Pass, Thursday Discovery Pass
Track:
Achieving IT Service & Management Excellence, Leading World Class Service & Support Teams
Session Type:
Lightning Talks
Path:
IT Service and Support
Speaker: Ric Mims (Supportcenter Global Technologies, Inc.)
Location: Octavius 7/8
Pass Type:
Core Pass, Premier Pass, Premium Learning Pass, Thursday Discovery Pass
Track:
Evolving Service & Support Experience, Achieving IT Service & Management Excellence
Session Type:
Lightning Talks
Path:
IT Service Management
Speaker: Jeremy Pratt (Jamanjiverse)
Location: Octavius 9/10
Pass Type:
Core Pass, Premier Pass, Premium Learning Pass, Thursday Discovery Pass
Track:
Achieving IT Service & Management Excellence, Leading World Class Service & Support Teams
Session Type:
Lightning Talks
Path:
IT Service and Support
Speaker: N.J. Robinson (Hi-Tech Leadership)
Location: Octavius 13/14
Pass Type:
Core Pass, Premier Pass, Premium Learning Pass, Thursday Discovery Pass
Track:
Leading World Class Service & Support Teams, Achieving IT Service & Management Excellence
Session Type:
Lightning Talks
Path:
IT Service and Support
Speaker: Rae Ann Bruno (Business Solutions Training, Inc.)
Location: Octavius 13/14
Pass Type:
Core Pass, Premier Pass, Premium Learning Pass, Thursday Discovery Pass
Track:
Achieving IT Service & Management Excellence
Session Type:
Lightning Talks
May 07 Thursday | 4:00 pm
Speaker: Eleonor Harutyunyan (AI Interview Me)
Location: Octavius 9/10
Pass Type:
Core Pass, Discovery Pass, Premier Pass, Premium Learning Pass, Thursday Discovery Pass, VIP Pass
Track:
Achieving IT Service & Management Excellence
Session Type:
Session