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 20
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
Track:
Achieving IT Service & Management Excellence, Optimizing Service & Support Operations
Session Type:
Session
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
Speaker: Douglas Wood (illuminaiit)
Location: Octavius 15/16
Track:
Leading World Class Service & Support Teams, Achieving IT Service & Management Excellence
Session Type:
Session
May 06 Wednesday | 11:00 am
Speaker: Tony North (King County)
Location: Octavius 4
Pass Type:
Core Pass, Premier Pass, Premium Learning Pass
Track:
AI in Action, Achieving IT Service & Management Excellence
Session Type:
Lightning Talks
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
Speaker: Chris Ward (PassionIT Group)
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
Pass Type:
Core Pass, Premier Pass, Premium Learning 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
Track:
Leading World Class Service & Support Teams, Achieving IT Service & Management Excellence
Session Type:
Lightning Talks
Speaker: Micah Armstrong (UT Dallas - Office of Information Technology)
Location: Octavius 15/16
Pass Type:
Core Pass, Premier Pass, Premium Learning Pass
Track:
Achieving IT Service & Management Excellence
Session Type:
Lightning Talks
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
Track:
Achieving IT Service & Management Excellence
Session Type:
Session
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
Moderator: Todd Piccuillo (InformaTech Target)
Speakers: Darrell Bond (RADAR Solutions Group), Doug Tedder (Tedder Consulting LLC), Zach Swartz (D.A. Davidson Companies)
Location: Octavius 13/14
Pass Type:
Core Pass, Premier Pass, Premium Learning Pass
Track:
Achieving IT Service & Management Excellence
Session Type:
Session
May 07 Thursday | 9:45 am
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
Location: Octavius 5
Pass Type:
Core Pass, Premier Pass, Premium Learning Pass
Track:
Achieving IT Service & Management Excellence, Optimizing Service & Support Operations
Session Type:
Case Study
Speakers: Rocky McGuire (Corporate One Federal Credit Union), Erica Marois (Informa), Daniel Guinto (CBIC), Savannah Shumbris (BAYADA Home Heath Care), Sarah Caminiti (Epochal Operations)
Location: Octavius 9/10
Pass Type:
Core Pass, Premier Pass, Premium Learning Pass
Track:
Leading World Class Service & Support Teams, Achieving IT Service & Management Excellence
Session Type:
Session
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
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
Track:
Leading World Class Service & Support Teams, Achieving IT Service & Management Excellence
Session Type:
Lightning Talks
Pass Type:
Core Pass, Premier Pass, Premium Learning 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
Track:
Achieving IT Service & Management Excellence, Leading World Class Service & Support Teams
Session Type:
Lightning Talks
Speaker: Ric Mims (Supportcenter Global Technologies, Inc.)
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:
Lightning Talks
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
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