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.
Pre-01: HDI Support Center Director
Speaker: Randy Celaya (TASC Training and Development)
Pass Type: Pre-Conference Training, Premium Learning Pass
Session Type: Training
Pre-02: HDI Support Center Manager
Speaker: Doug Tedder (Tedder Consulting LLC)
Pass Type: Pre-Conference Training, Premium Learning Pass
Session Type: Training
Speaker: Greg Sanker (ITSMTransition)
Pass Type: Pre-Conference Training, Premium Learning Pass
Session Type: Training
Pre-04: Experience Management and XLA® Foundation
Speaker: Rae Ann Bruno (Business Solutions Training, Inc.)
Pass Type: Pre-Conference Training, Premium Learning Pass
Session Type: Training
Pre-01: HDI Support Center Director
Speaker: Randy Celaya (TASC Training and Development)
Pass Type: Pre-Conference Training, Premium Learning Pass
Session Type: Training
Pre-02: HDI Support Center Manager
Speaker: Doug Tedder (Tedder Consulting LLC)
Pass Type: Pre-Conference Training, Premium Learning Pass
Session Type: Training
Speaker: Greg Sanker (ITSMTransition)
Pass Type: Pre-Conference Training, Premium Learning Pass
Session Type: Training
Pre-04: Experience Management and XLA® Foundation
Speaker: Rae Ann Bruno (Business Solutions Training, Inc.)
Pass Type: Pre-Conference Training, Premium Learning Pass
Session Type: Training
Pre-05: AI in the Support Organization
Speaker: Josh Streets (HDI/QX Now)
Pass Type: Pre-Conference Training, Premium Learning Pass
Session Type: Training
Pre-06: HDI Support Center Team Lead
Speaker: Nancy Robinsonn (Health First, Inc.)
Pass Type: Pre-Conference Training, Premium Learning Pass
Session Type: Training
Pre-07: Troubleshooting and Problem-Solving Bootcamp
Speaker: Jeff Jensen (I Train IT Leaders LLC)
Pass Type: Pre-Conference Training, Premium Learning Pass
Session Type: Training
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Session Type: Event Experience
Pre-01: HDI Support Center Director
Speaker: Randy Celaya (TASC Training and Development)
Pass Type: Pre-Conference Training, Premium Learning Pass
Session Type: Training
Pre-02: HDI Support Center Manager
Speaker: Doug Tedder (Tedder Consulting LLC)
Pass Type: Pre-Conference Training, Premium Learning Pass
Session Type: Training
Speaker: Greg Sanker (ITSMTransition)
Pass Type: Pre-Conference Training, Premium Learning Pass
Session Type: Training
Pre-04: Experience Management and XLA® Foundation
Speaker: Rae Ann Bruno (Business Solutions Training, Inc.)
Pass Type: Pre-Conference Training, Premium Learning Pass
Session Type: Training
Pre-05: AI in the Support Organization
Speaker: Josh Streets (HDI/QX Now)
Pass Type: Pre-Conference Training, Premium Learning Pass
Session Type: Training
Pre-06: HDI Support Center Team Lead
Speaker: Nancy Robinsonn (Health First, Inc.)
Pass Type: Pre-Conference Training, Premium Learning Pass
Session Type: Training
Pre-07: Troubleshooting and Problem-Solving Bootcamp
Speaker: Jeff Jensen (I Train IT Leaders LLC)
Pass Type: Pre-Conference Training, Premium Learning Pass
Session Type: Training
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
Pre-10: Humanising AI: This is our Chance - How to Avoid the Mistakes of IT History
Speaker: Katrina Macdermid (hitglobal.services)
Pass Type: Premier Pass, Premium Learning Pass
Track: Achieving IT Service & Management Excellence, AI in Action
Session Type: Workshop
Pre-11: The Initiative Advantage: Why Action Always Wins
Speaker: Kirk Weisler (Initiative Institute LLC)
Pass Type: Premier Pass, Premium Learning Pass
Session Type: Workshop
KEYNOTE: A New Era of CX: The Great Experience Convergence
Speaker: Nate Brown (CX Accelerator)
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Session Type: Keynote
Welcome Reception and Expo Hall Open
Pass Type: Core Pass, Expo Hall Only Pass, Premier Pass, Premium Learning Pass
Session Type: Expo Hall
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Session Type: Event Experience
