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 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 204: From Blank Slide to Brilliant: Generative AI as Your Co-Designer
Speakers: Quinn Karley (Oracle), Jason Wischer (SHI), Stephen Paskel (CMIT)
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: AI in Action
Session Type: Session
Session 303: Agentic AI in Service Management: Why Human Communication is the Hidden Success Factor
Speaker: Linda Lenox (Ingleby Lenox, LLC)
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: AI in Action, Evolving Service & Support Experience
Session Type: Session
Session 305: Transforming Support Experience: AI, XLAs, and the New Value of Tier 1 and Beyond
Speaker: Rae Ann Bruno (Business Solutions Training, Inc.)
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Evolving Service & Support Experience, AI in Action
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