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.
Pre-10: Humanising AI: This is our Chance - How to Avoid the Mistakes of IT History
Speaker: Katrina Macdermid (hitglobal.services)
Pass Type: Premier Pass, Premium Learning Pass
Track: Achieving IT Service & Management Excellence, AI in Action
Session Type: Workshop
Session 101: Quick Win Toolkit: Problem-Solving You Can Use Today
Speaker: Joel Koh (Chick-fil-A)
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Achieving IT Service & Management Excellence, Optimizing Service & Support Operations
Session Type: Session
Session 106: AI Ethics and Governance: Building Trustworthy Systems
Speaker: Tony North (King County)
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: AI in Action, Achieving IT Service & Management Excellence
Session Type: Session
Session 201: Built to Last: Creating a Sustainable Knowledge Culture in IT Support
Speakers: Emily Healy (Kwik Trip Inc.), Ben Smaby (Kwik Trip Inc.)
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Evolving Service & Support Experience, Achieving IT Service & Management Excellence
Session Type: Session
Session 202: Why Your Team Should Break The Rules (Sometimes)
Speaker: Matthew Pincus (Helpt)
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Leading World Class Service & Support Teams, Achieving IT Service & Management Excellence
Session Type: Session
Session 205: From Data to Decisions: Creating Impactful Reports for Service Management
Speaker: Micah Armstrong (UT Dallas - Office of Information Technology)
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Achieving IT Service & Management Excellence
Session Type: Session
Session 402: How to Use Generative AI to Clean Up Your Knowledge Base
Speaker: Leslie O'Flahavan (E-WRITE)
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: AI in Action, Achieving IT Service & Management Excellence
Session Type: Session
Session 403: Leveraging HDI Certification to Transform Your Service Organization
Speakers: William Poad (Vertex Inc.), Annie Bartolomeo (Vertex Inc.)
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Achieving IT Service & Management Excellence, Optimizing Service & Support Operations
Session Type: Session
Session 502: IT Matters: Crafting Internal Communications That Connect
Speaker: adrienne dubrul (TFS,Ltd.)
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Achieving IT Service & Management Excellence, Leading World Class Service & Support Teams
Session Type: Session
Session 504: The Climb: Real Stories of Career Growth in IT Service Management
Speakers: Rocky McGuire (Corporate One Federal Credit Union), Erica Marois (Informa), Daniel Guinto (CBIC), Tom Wilk (Giant Eagle, Inc.), Savannah Shumbris (BAYADA Home Heath Care)
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Leading World Class Service & Support Teams, Achieving IT Service & Management Excellence
Session Type: Session