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.
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 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 404: The Amazing Convergence of ITSM and Customer Service
Speaker: Nate Brown (Metric Sherpa)
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Evolving Service & Support Experience, Leading World Class Service & Support Teams
Session Type: Session
Session 405: From Uncertifiable to World Class and What's Next
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)
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Leading World Class Service & Support Teams, Evolving Service & Support Experience
Session Type: Session
Speaker: Lala Mamedov (Hugspace)
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Evolving Service & Support Experience
Session Type: Session
Session 604: Training the Next Generation of Support
Speakers: Patrick White (University of Florida), Sadie DePeter (University of Florida)
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Optimizing Service & Support Operations, Evolving Service & Support Experience
Session Type: Session