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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-09: Customer Service Bootcamp: Building Emotional Intelligence and Resilience in Support Professionals
Speakers: Chris Gillis  (University of Notre Dame), Mike Voss  (University of Notre Dame)
Location: Octavius 9/10
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
Session 101: Quick Win Toolkit: Problem-Solving You Can Use Today
Speaker: Joel Koh  (Chick-fil-A)
Location: Octavius 4
Pass Type: Core Pass, Premier Pass, Premium Learning Pass, Wednesday Discovery Pass
Track: Achieving IT Service & Management Excellence, Optimizing Service & Support Operations
Session Type: Session
Path: IT Service and Support
Session 102: 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), Hannah Elliott
Location: Octavius 5
Pass Type: Core Pass, Premier Pass, Premium Learning Pass, Wednesday Discovery Pass
Track: Leading World Class Service & Support Teams, Optimizing Service & Support Operations
Session Type: Case Study
Path: IT Service Management
Session 104: From Help Desk to Hashtag: Building Brand Awareness Through Social Media
Speaker: Amanda Pritchard  (UT Dallas)
Location: Octavius 9/10
Pass Type: Core Pass, Premier Pass, Premium Learning Pass, Wednesday Discovery Pass
Track: Optimizing Service & Support Operations, Leading World Class Service & Support Teams
Session Type: Session
Path: IT Service and Support
May 06 Wednesday | 11:00 am
Session 203: How to Lead Modern Transformations
Speaker: Matt Beran  (InvGate)
Location: Octavius 7/8
Pass Type: Core Pass, Premier Pass, Premium Learning Pass, Wednesday Discovery Pass
Track: Optimizing Service & Support Operations, Evolving Service & Support Experience
Session Type: Lightning Talks
Path: IT Service Management
May 06 Wednesday | 11:45 am
Session 302: Efficiency Theater: Why Busy Support Teams Still Fall Behind
Speaker: Sarah Caminiti  (Support Ninja)
Location: Octavius 5
Pass Type: Core Pass, Premier Pass, Premium Learning Pass, Wednesday Discovery Pass
Track: Optimizing Service & Support Operations
Session Type: Lightning Talks
Path: IT Service and Support
Session 303: Beyond the Fire Drill: Proactive Planning in Service & Support
Speaker: David Sharp  (Ivyland and Roslyn Fire Company, HDI Philly)
Location: Octavius 7/8
Pass Type: Core Pass, Premier Pass, Premium Learning Pass, Wednesday Discovery Pass
Track: Evolving Service & Support Experience, Optimizing Service & Support Operations
Session Type: Lightning Talks
Path: IT Service and Support
May 07 Thursday | 9:45 am
Session 502:Leveraging HDI Support Center Certification to Transform Your Service Organization
Speaker: Liz Bunger  (Vertex, Inc)
Location: Octavius 5
Pass Type: Core Pass, Premier Pass, Premium Learning Pass, Thursday Discovery Pass
Track: Achieving IT Service & Management Excellence, Optimizing Service & Support Operations
Session Type: Case Study
Path: IT Service Management
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
Pass Type: Core Pass, Premier Pass, Premium Learning Pass, Thursday Discovery Pass
Track: Optimizing Service & Support Operations, Evolving Service & Support Experience
Session Type: Session
Path: IT Service Management
May 07 Thursday | 11:00 am
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, Thursday Discovery Pass
Track: Evolving Service & Support Experience, Optimizing Service & Support Operations
Session Type: Lightning Talks
Path: IT Service and Support
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, Thursday Discovery Pass
Track: Optimizing Service & Support Operations, Evolving Service & Support Experience
Session Type: Case Study
Path: IT Service and Support
Session 803: Calm in the Storm: Leading Through Major Incidents with Clarity and Confidence
Speaker: Denaye Cunningham  (Giant Eagle)
Location: Octavius 7/8
Pass Type: Core Pass, Premier Pass, Premium Learning Pass, Thursday Discovery Pass
Track: Optimizing Service & Support Operations, Leading World Class Service & Support Teams
Session Type: Session
Path: IT Service Management