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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 06 Wednesday | 9:45 am
Session 105: Belonging Is Built by Design: Creating Space Inside Service Organizations
Speaker: Sarah Caminiti  (Epochal Operations)
Location: Octavius 13/14
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Evolving Service & Support Experience
Session Type: Session
May 06 Wednesday | 11:00 am
Session 203: Breaking the Mold: Inspiration for the Team Looking to Break Out
Speaker: Matt Beran  (InvGate)
Location: Octavius 7/8
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Optimizing Service & Support Operations, Evolving Service & Support Experience
Session Type: Lightning Talks
May 06 Wednesday | 11:45 am
Session 303: Beyond the Fire Drill: Proactive Planning in Service & Support
Speaker: David Sharp  (Vanguard, Ivyland Fire Company, HDI Philly)
Location: Octavius 7/8
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Evolving Service & Support Experience, Optimizing Service & Support Operations
Session Type: Lightning Talks
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 403: Built to Last: Creating a Sustainable Knowledge Culture in IT Support
Speakers: Emily Healy  (Kwik Trip Inc.), Ben Smaby  (Kwik Trip Inc.), Layla Lunde  (Kwik Trip)
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
Session 404: From Uncertifiable to World Class and What's Nex
Speakers: Dr Josh Nelson  (Power Design Inc), Tom Gartner  (Power Design Inc), Kimbelry Johns  (Power Design Inc), Ray Brown  (Power Design), Daves Vargas  (Power Design)
Location: Octavius 9/10
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Leading World Class Service & Support Teams, Evolving Service & Support Experience
Session Type: Case Study
May 07 Thursday | 9:45 am
Session 503: Experience in Motion: Lean, HCD, and Kaizen to Transform the Customer Journey
Speakers: Jamie Stannard  (SVI Alliance), Rae Ann Bruno  (Business Solutions Training, Inc.)
Location: Octavius 7/8
Track: Optimizing Service & Support Operations, Evolving Service & Support Experience
Session Type: Session
Session 505: Breaking Free from Vendor Lock-In: How SIAM Unlocks Agility, Accountability, and Service Quality
Speakers: Steve Radabaugh  (SAIC), Matthew Davis  (SAIC)
Location: Octavius 13/14
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Evolving Service & Support Experience
Session Type: Session
May 07 Thursday | 11:00 am
Session 601: The Amazing Convergence of ITSM and Customer Service
Speaker: Nate Brown  (Metric Sherpa)
Location: Octavius 4
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Evolving Service & Support Experience, Leading World Class Service & Support Teams
Session Type: Lightning Talks
Session 603: Quality 2.0: Human-Centric, Data-Driven, and Tool-Agnostic—Driving Change With Simple, Adaptable Solutions
Speaker: Jeri Cinnamon  (Vertex Inc.)
Location: Octavius 7/8
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Evolving Service & Support Experience, Optimizing Service & Support Operations
Session Type: Lightning Talks
May 07 Thursday | 11:45 am
Session 702: From Hidden Feedback to Strategic Superpower: Transforming Organizations Through Authentic Voice of the Customer
Speaker: Lala Mamedov  (Hugspace)
Location: Octavius 5
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Evolving Service & Support Experience
Session Type: Lightning Talks
Session 703: From Break/Fix to the Boardroom: The 35-Year Evolution of the Service Desk
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
May 07 Thursday | 4:00 pm
Session 801: Training the Next Generation of Support
Speakers: Patrick White  (University of Florida), Sadie DePeter  (University of Florida)
Location: Octavius 4
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Optimizing Service & Support Operations, Evolving Service & Support Experience
Session Type: Case Study