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.
Pass Type: Premium Learning Pass, Training Only Pass
Session Type: Event Experience
Pre-01: Support Center Director
Speaker: Randy Celaya (TASC Training and Development)
Location: Fiesta 1
Pass Type: Premium Learning Pass, Training Only Pass
Session Type: Training
Pre-02: Support Center Manager
Speaker: Doug Tedder (Tedder Consulting LLC)
Location: Fiesta 2
Pass Type: Premium Learning Pass, Training Only Pass
Session Type: Training
Pre-04: ITIL 4 Foundation - Accredited
Speaker: Greg Sanker (ITSMTransition)
Location: Fiesta 4
Pass Type: Premium Learning Pass, Training Only Pass
Session Type: Training
Speaker: Rae Ann Bruno (Business Solutions Training, Inc.)
Location: Fiesta 3
Pass Type: Premium Learning Pass, Training Only Pass
Session Type: Training
Pass Type: Premium Learning Pass, Training Only Pass
Session Type: Event Experience
Pass Type: Premium Learning Pass, Training Only Pass
Session Type: Event Experience
Pre-01: Support Center Director
Speaker: Randy Celaya (TASC Training and Development)
Location: Fiesta 1
Pass Type: Premium Learning Pass, Training Only Pass
Session Type: Training
Pre-02: Support Center Manager
Speaker: Doug Tedder (Tedder Consulting LLC)
Location: Fiesta 2
Pass Type: Premium Learning Pass, Training Only Pass
Session Type: Training
Pre-04: ITIL 4 Foundation - Accredited
Speaker: Greg Sanker (ITSMTransition)
Location: Fiesta 4
Pass Type: Premium Learning Pass, Training Only Pass
Session Type: Training
Speaker: Rae Ann Bruno (Business Solutions Training, Inc.)
Location: Fiesta 3
Pass Type: Premium Learning Pass, Training Only Pass
Session Type: Training
Pre-06: AI in the Support Organization
Speaker: Josh Streets (HDI/QX Now)
Location: Fiesta 7
Pass Type: Premium Learning Pass, Training Only Pass
Session Type: Training
Pass Type: Premium Learning Pass, Training Only Pass
Session Type: Event Experience
Pass Type: Premier Pass, Premium Learning Pass, Training Only Pass
Session Type: Event Experience
Pre-01: Support Center Director
Speaker: Randy Celaya (TASC Training and Development)
Location: Fiesta 1
Pass Type: Premium Learning Pass, Training Only Pass
Session Type: Training
Pre-02: Support Center Manager
Speaker: Doug Tedder (Tedder Consulting LLC)
Location: Fiesta 2
Pass Type: Premium Learning Pass, Training Only Pass
Session Type: Training
Pre-04: ITIL 4 Foundation - Accredited
Speaker: Greg Sanker (ITSMTransition)
Location: Fiesta 4
Pass Type: Premium Learning Pass, Training Only Pass
Session Type: Training
Speaker: Rae Ann Bruno (Business Solutions Training, Inc.)
Location: Fiesta 3
Pass Type: Premium Learning Pass, Training Only Pass
Session Type: Training
Pre-06: AI in the Support Organization
Speaker: Josh Streets (HDI/QX Now)
Location: Fiesta 7
Pass Type: Premium Learning Pass, Training Only Pass
Session Type: Training
Pre-09: Hands-On AI for Service Leaders: Build, Optimize and Transform Your Operations
Speaker: Phil Verghis (Verghis Group)
Location: Monterey 1-3
Pass Type: Premier Pass
Track: Modernizing Service Management, Driving Strategic Decision-Making
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)
Location: Durango 1/2
Pass Type: Premier Pass
Track: Optimizing Culture and Leadership, Connecting the Dots: Frameworks and Methodologies
Session Type: Workshop
Pass Type: Premium Learning Pass, Training Only Pass
Session Type: Event Experience
KEYNOTE: Innovation Leadership: Inspiring People to Think Differently
Speaker: Steve Lerch
Location: Fiesta 5/6
Pass Type: Core Pass, Expo Only Pass, Premier Pass, Premium Learning Pass, Training Only Pass
Session Type: Keynote
Welcome Reception in Expo Hall
Location: Expo Hall
Pass Type: Core Pass, Expo Only Pass, Premier Pass, Premium Learning Pass, Training Only Pass
Session Type: Expo Hall
Location: Expo Hall - Theater
Pass Type: Core Pass, Expo Only Pass, Premier Pass, Premium Learning Pass
Session Type: Sponsored Session