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
Location: Octavius 18/19
Pass Type:
Pre-Conference Training, Premium Learning Pass
Track:
Leading World Class Service & Support Teams, Optimizing Service & Support Operations
Session Type:
Workshop
May 06 Wednesday | 9:45 am
Location: Octavius 5
Pass Type:
Core Pass, Premier Pass, Premium Learning Pass
Track:
Leading World Class Service & Support Teams, Optimizing Service & Support Operations
Session Type:
Case Study
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: Amanda Pritchard (UT Dallas)
Location: Octavius 9/10
Pass Type:
Core Pass, Premier Pass, Premium Learning Pass
Track:
Optimizing Service & Support Operations, Leading World Class Service & Support Teams
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: 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
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
May 06 Wednesday | 3:45 pm
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
Speaker: Erica Marois (ICMI, HDI)
Location: Octavius 15/16
Pass Type:
Core Pass, Premier Pass, Premium Learning Pass
Track:
Leading World Class Service & Support Teams
Session Type:
Session
May 07 Thursday | 9:45 am
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: 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
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
Speaker: Michael Hanson (Velera)
Location: Octavius 9/10
Pass Type:
Core Pass, Premier Pass, Premium Learning Pass
Track:
Leading World Class Service & Support Teams
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: 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