2025 Schedule
HDI's Service Management World provides inspirational sessions that matter to you, with high-quality speakers and more practitioner-led case studies than ever, this conference is sure to educate and inspire you.
You can find specific sessions by checking the conference tracks and/or conference pass types on the left hand side below. Check back frequently, information is added weekly! Click on session titles for full session descriptions. All times noted are in EST.
Pre-09: Hands-On AI for Service Leaders: Build, Optimize and Transform Your Operations
Speaker: Phil Verghis (Verghis Group)
Pass Type: Premier Pass
Track: Modernizing Service Management, Driving Strategic Decision-Making
Session Type: Workshop
Pre-10: Team Building through Simulated Learning / Gamification
Speaker: Mike Vikdal (Auslyn Group Inc.)
Pass Type: Premier Pass
Track: Optimizing Culture and Leadership, Modernizing Service Management
Session Type: Workshop
Pre-11: Management Toolbox: Practical tools for new and seasoned leaders
Speakers: Jamie Stannard (SVI Alliance), Vicki Rogers (Georgia Institute of Technology)
Pass Type: Premier Pass
Track: Optimizing Culture and Leadership, Connecting the Dots: Frameworks and Methodologies
Session Type: Workshop
Speaker: Jessica Szalla (Giant Eagle)
Pass Type: Premier Pass
Track: Driving Strategic Decision-Making, Optimizing Culture and Leadership
Session Type: Workshop
Welcome Reception on Expo Floor
Pass Type: Core Pass, Expo Only Pass, Premier Pass, Premium Learning Pass, Training Only Pass
Session Type: Session
Session 101: Decoding the Ops Matrix: The Silo Effect and Finding Your Ops Synergy Streams.
Speaker: Greg Sanker (ITSMTransition)
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Connecting the Dots: Frameworks and Methodologies, Modernizing Service Management
Session Type: Session
Session 103: Bridging the Gap: From ITSM to Exceptional Experiences through Human-Centered Design
Speakers: Doug Tedder (Tedder Consulting LLC), Rae Ann Bruno (Business Solutions Training, Inc.)
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Modernizing Service Management, Optimizing Culture and Leadership
Session Type: Session
Session 104: Are You There? It's Me, Your User
Speaker: Caitlin Price (Giant Eagle)
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Optimizing Culture and Leadership
Session Type: Session
Speaker: Reggie Hughes (Grainger)
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Connecting the Dots: Frameworks and Methodologies, Driving Strategic Decision-Making
Session Type: Session
Speaker: Mart Rovers (ITSM Manager)
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Driving Strategic Decision-Making
Session Type: Session
Session 201: The State of Service Management in 2026: Insights from HDI's Survey
Speaker: Daniel Thomas (Informa Tech Target)
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Modernizing Service Management, Optimizing Culture and Leadership
Session Type: Session
Session 202: Culture of Wow: How to Build a Service Team People Will Rave About
Speakers: Ben Brennan (PeopleReign), Maddie Blumenthal (PeopleReign)
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Optimizing Culture and Leadership, Connecting the Dots: Frameworks and Methodologies
Session Type: Case Study
Session 203: Behind the Scenes: A Day in the Life of a Project Manager
Speaker: Donna D Gregorio (Northeastern University)
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Driving Strategic Decision-Making, Optimizing Culture and Leadership
Session Type: Session
Session 204: Leveraging HDI Certification to Modernize Support Services
Speakers: Bill Poad (Vertex, Inc.), Annie Bartolomeo (Vertex Inc.)
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Driving Strategic Decision-Making, Modernizing Service Management
Session Type: Session
Speakers: Martha Seymour (St. Jude Children's reserach hospital), Harpreen Ahuja (St. Jude Children's Research Hospital)
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Modernizing Service Management
Session Type: Case Study
Session 206: Implementing Change in a Rapid-paced, AI-fueled, Uncertain Economy
Speaker: Susan Smith (GTS Technology Solutions)
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Optimizing Culture and Leadership, Modernizing Service Management
Session Type: Case Study
Pass Type: Core Pass, Expo Only Pass, Premier Pass, Premium Learning Pass, Training Only Pass
Session Type: Session
Session 301: Embracing Service Management in Penn State's Operations Center
Speaker: John Williams (Pennsylvania State University)
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Connecting the Dots: Frameworks and Methodologies, Modernizing Service Management
Session Type: Case Study
Speaker: Nikolaus Rotzinger (City of Henderson)
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Driving Strategic Decision-Making, Modernizing Service Management
Session Type: Case Study
Session 303: Experience or Extinction: Why IT Must Redefine Success to Stay Relevant
Speakers: Rae Ann Bruno (Business Solutions Training, Inc.), Wesley Eugene (HIT Global), Andrea Miller (University of Alaska, Anchorage), Jeff Jensen (I Train IT Leaders LLC), Nicole Baron (Takeda)
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Modernizing Service Management, Connecting the Dots: Frameworks and Methodologies
Session Type: Session
Speaker: Chuck Salvo (MagicMakers Group)
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Optimizing Culture and Leadership
Session Type: Session
Session 305: Managing Knowledge Across University of Maryland
Speaker: Ryan Raines (University of Maryland)
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Connecting the Dots: Frameworks and Methodologies, Modernizing Service Management
Session Type: Case Study
Session 306: Meet, Greet and Repeat! Service Management World Networking
Speaker: Erica Marois (ICMI, HDI)
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Optimizing Culture and Leadership
Session Type: Session
Networking Reception in Expo Hall
Pass Type: Core Pass, Expo Only Pass, Premier Pass, Premium Learning Pass, Training Only Pass
Session Type: Session
Pass Type: Core Pass, Premier Pass, Premium Learning Pass, Training Only Pass
Session Type: Session
Speaker: Chris Robertson (SAIC)
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Modernizing Service Management, Driving Strategic Decision-Making
Session Type: Case Study
Session 402: Culture First: How Home Depot's 'Knowledge Cluster' Reimagines Swarming in IT Support
Speakers: Kent Yuen (The Home Depot), Kara Bereman (The Home Depot)
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Optimizing Culture and Leadership
Session Type: Case Study
Session 403: University of Alaska: Shattering Silos: Extending Experience Management Beyond IT
Speakers: Joe Fugere (University of Alaska Anchorage), Andrea Miller (University of Alaska Anchorage)
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Connecting the Dots: Frameworks and Methodologies, Driving Strategic Decision-Making
Session Type: Case Study
Session 404: Mastermind Industry Panel: Service Management World 2026
Speakers: Tony North (King County), Peter McGarahan (First American Title), Richard Mims (SDI Presence LLC), Randy Celaya (TASC Training and Development)
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Driving Strategic Decision-Making
Session Type: Session
Session 405: 5 Critical Steps for making a good AI/ITSM decision
Speaker: Doug Tedder (Tedder Consulting LLC)
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Modernizing Service Management, Driving Strategic Decision-Making
Session Type: Session
Session 406: Move the Conversation: Coaching Transformational Change through Tough Conversations
Speaker: Heather Caudill (Procurement Partners, LLC)
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Optimizing Culture and Leadership, Connecting the Dots: Frameworks and Methodologies
Session Type: Session
Session 501: Experience Management Without the Wait: Start With What You Have
Speaker: Rae Ann Bruno (Business Solutions Training, Inc.)
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Connecting the Dots: Frameworks and Methodologies, Optimizing Culture and Leadership
Session Type: Session
Session 502: Flight Control: Mastering a 9-Week ITSM Transition
Speaker: Tom Wilk (Wilk Consulting Group)
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Driving Strategic Decision-Making, Modernizing Service Management
Session Type: Case Study
Speaker: Chris Bocage (Thumbtack)
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Modernizing Service Management
Session Type: Session
Session 504: Somehow I Manage: Neurodiversity Lessons from 'The Office'
Speaker: Doug Rabold (Bold Ray Consulting)
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Optimizing Culture and Leadership
Session Type: Session
Session 505: From Reactive to Proactive: Risk Management for Service Management
Speaker: Shawn Silva-Cosgrove (S12 Tech Consulting LLC)
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Driving Strategic Decision-Making, Connecting the Dots: Frameworks and Methodologies
Session Type: Session
Speaker: Demetrios Xarhoulakos (DeSimone Consulting Engineers)
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Modernizing Service Management, Connecting the Dots: Frameworks and Methodologies
Session Type: Case Study
Pass Type: Core Pass, Expo Only Pass, Premier Pass, Premium Learning Pass, Training Only Pass
Session Type: Session
Speaker: Tim Whitley (Oklahoma State University)
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Modernizing Service Management, Driving Strategic Decision-Making
Session Type: Session
Session 602: Expanding the influence of IT as a critical business partner
Speaker: Rachel Mulry (SMU)
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Driving Strategic Decision-Making, Modernizing Service Management
Session Type: Session
Session 603: AI Roundtable Panel
Speakers: Matt Beran (InvGat), Quinn Karley (Rochester Institute of Technology), Jason Wischer (SHI International Corporation), Tyler Russell (The MIL Corporation)
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Modernizing Service Management
Session Type: Session