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.
Speakers: Chris Gillis (University of Notre Dame), Mike Voss (University of Notre Dame)
Pass Type: Pre-Conference Training, Premium Learning Pass
Track: Leading World Class Service & Support Teams, Optimizing Service & Support Operations
Session Type: Workshop
Session 103: One Team, One Vision: How We Unified Help Desk and Dispatch into a Modern Service Desk
Speakers: Chris Gillis (Univeristy of Notre Dame), Mike Voss (Univeristy of Notre Dame)
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Leading World Class Service & Support Teams, Optimizing Service & Support Operations
Session Type: Session
Session 202: Why Your Team Should Break The Rules (Sometimes)
Speaker: Matthew Pincus (Helpt)
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Leading World Class Service & Support Teams, Achieving IT Service & Management Excellence
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
Session 502: IT Matters: Crafting Internal Communications That Connect
Speaker: adrienne dubrul (TFS,Ltd.)
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Achieving IT Service & Management Excellence, Leading World Class Service & Support Teams
Session Type: Session
Session 504: The Climb: Real Stories of Career Growth in IT Service Management
Speakers: Rocky McGuire (Corporate One Federal Credit Union), Erica Marois (Informa), Daniel Guinto (CBIC), Tom Wilk (Giant Eagle, Inc.), Savannah Shumbris (BAYADA Home Heath Care)
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Leading World Class Service & Support Teams, Achieving IT Service & Management Excellence
Session Type: Session
Session 505: From Help Desk to Hashtag: Building Brand Awareness Through Social Media
Speaker: Amanda Pritchard (UT Dallas)
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Optimizing Service & Support Operations, Leading World Class Service & Support Teams
Session Type: Session