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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 05 Tuesday | 8:30 am
Pre-10: Humanising AI: This is our Chance - How to Avoid the Mistakes of IT History
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 | 11:00 am
Session 201: AI Ethics and Governance: Building Trustworthy Systems
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
May 06 Wednesday | 11:45 am
Session 304: Agentic AI in Service Management: Why Human Communication is the Hidden Success Factor
Speaker: Linda Lenox  (Ingleby Lenox, LLC)
Location: Octavius 9/10
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: AI in Action, Evolving Service & Support Experience
Session Type: Lightning Talks
Session 305: Transforming Support Experience: AI, XLAs, and the New Value of Tier 1 and Beyond
Speaker: Rae Ann Bruno  (Business Solutions Training, Inc.)
Location: Octavius 13/14
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Evolving Service & Support Experience, AI in Action
Session Type: Lightning Talks
May 06 Wednesday | 3:45 pm
Session 402: From Blank Slide to Brilliant: Generative AI as Your Co-Designer
Speakers: Quinn Karley  (Oracle), 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
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
May 07 Thursday | 4:00 pm
Session 802: Integrating AI: Optimizing the Vanderbilt IT Service Desk with Chatbots and AI Agent-Assist Technology
Speakers: Rachel Kurilko  (Vanderbilt University Information Technology), Kathleen Armour Spitzer  (Vanderbilt University Information Technology)
Location: Octavius 5
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: AI in Action
Session Type: Session