SupportWorld Live Schedule 2024
HDI's SupportWorld Live 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 MST.
Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only
Session Type: Event Experience
Pre-1: HDI Support Center Director
Speaker: Randy Celaya (TASC Training and Development)
Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only
Session Type: Training
Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only
Session Type: Event Experience
Pass Type: 2-day Training + Standard Conference Pass, 2-day Training Only, 3-day Training + Standard Conference Pass, 3-day Training Only
Session Type: Event Experience
Pre-1: HDI Support Center Director
Speaker: Randy Celaya (TASC Training and Development)
Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only
Session Type: Training
Pass Type: 2-day Training + Standard Conference Pass, 2-day Training Only, 3-day Training + Standard Conference Pass, 3-day Training Only
Session Type: Event Experience
Pass Type: 2-day Training + Standard Conference Pass, 2-day Training Only, 3-day Training + Standard Conference Pass, 3-day Training Only, VIP Access Conference Pass
Session Type: Event Experience
Pre-10: Innovating the Service Portal
Speaker: Phyllis Drucker (EZ2BGR8 Service Management)
Pass Type: VIP Access Conference Pass
Track : Evolving the Customer and Employee Experience, Achieving Service Excellence
Session Type: Workshop
Pre-11: Aligning to Your North Star: Leadership in Today's Modern Work Environment
Speaker: Donna Gregorio (The MITRE Corporation)
Pass Type: VIP Access Conference Pass
Track : Leading World-Class Teams
Session Type: Workshop
Pre-12: Rough to Polished: Refining ITSM with the Double Diamond Model
Speaker: Katrina Macdermid (HIT Global)
Pass Type: VIP Access Conference Pass
Track : Modernizing Service Management, Achieving Service Excellence
Session Type: Workshop
Pre-1: HDI Support Center Director
Speaker: Randy Celaya (TASC Training and Development)
Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only
Session Type: Training
Pre-9: The Essentials of an Exceptional Employee Experience
Speaker: Thomas Wilk (Wilk Consulting Group)
Pass Type: VIP Access Conference Pass
Track : Evolving the Customer and Employee Experience, Leading World-Class Teams
Session Type: Workshop
Pass Type: 2-day Training + Standard Conference Pass, 2-day Training Only, 3-day Training + Standard Conference Pass, 3-day Training Only, VIP Access Conference Pass
Session Type: Event Experience
Welcome Reception and Expo Hall Open!
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Expo Hall Only Pass, Standard Conference Pass, VIP Access Conference Pass
Session Type: Event Experience
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass
Session Type: Event Experience
Session 101: The Infinite Service Desk: How to Stay Engaged in the Ever-Changing World of Technology
Speaker: Adam Hohbein (Ameritas)
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass
Track : Optimizing the Support Organization, Modernizing Service Management
Session Type: Session
Session 102: Survivor: The Service Desk Version
Speaker: Joseph Munoz (Pepperdine University)
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass
Track : Achieving Service Excellence, Optimizing the Support Organization
Session Type: Session
Session 103: Duquesne University's Journey from ITSM to ESM: Revolutionizing the Customer Experience
Speakers: Melissa Jackman (Duquesne University), Mark Katsouros (Duquesne University), Beth Barela (Service Made Simple)
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass
Track : Modernizing Service Management, Evolving the Customer and Employee Experience
Session Type: Session
Session 104: What the "F" Leaders Should Want: Transforming a Mindset to Drive Business Outcome
Speaker: Rocky McGuire (Unisys)
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass
Track : Leading World-Class Teams, Evolving the Customer and Employee Experience
Session Type: Session
Speaker: Allen Darrah (Spencer Fane LLP)
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass
Track : Leading World-Class Teams
Session Type: Session
Session 202: Generative AI - Beyond the Hype - Planning Now For The Future
Speaker: Stephen Paskel (CMIT Solutions of Biltmore)
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass
Track : Optimizing the Support Organization
Session Type: Session
Session 203: Digital Transformation of the Boeing Enterprise Help Desk
Speakers: Angie Tobin (Boeing), Emma Kuntz (Boeing)
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass
Track : Achieving Service Excellence, Evolving the Customer and Employee Experience
Session Type: Session
Session 204: Unlearning IT: How Service Management Is Letting Your Business and Department Down
Speaker: Matt Beran (InvGate)
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass
Track : Modernizing Service Management, Evolving the Customer and Employee Experience
Session Type: Session
Session 205: Be Strategic: Keep Your Eye on the Ball, but Swing for the Fences
Speaker: Steve Fullerton (Clemson University)
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass
Track : Leading World-Class Teams
Session Type: Session
Speaker: Leslie OFlahavan (E-WRITE)
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass
Track : Optimizing the Support Organization, Achieving Service Excellence
Session Type: Session
Session 207: An Improvement Roadmap to Service Excellence
Speaker: Jeff Jensen (I Train IT Leaders LLC)
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass
Track : Modernizing Service Management, Optimizing the Support Organization
Session Type: Session
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass
Session Type: Event Experience
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Expo Hall Only Pass, Standard Conference Pass, VIP Access Conference Pass
Session Type: Event Experience
Session 301: What XLAs Are Not
Speaker: Doug Rabold (Bold Ray Consulting)
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass
Track : Evolving the Customer and Employee Experience, Modernizing Service Management
Session Type: Session
Session 302: From Chaos to Calm: Mastering Disaster Recovery and Business Continuity
Speaker: Michael Hanson (PSCU)
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass
Track : Optimizing the Support Organization, Modernizing Service Management
Session Type: Session
Session 303: The Zero Touch Service Desk: Myth or Reality
Speaker: Jeff Rumburg (MetricNet, LLC)
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass
Track : Achieving Service Excellence, Optimizing the Support Organization
Session Type: Session
Session 304: Continual Improvement and True Crime
Speaker: Vicki Rogers (Georgia Institute of Technology)
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass
Track : Modernizing Service Management, Optimizing the Support Organization
Session Type: Session
Session 305: The Secrets of IT Support Success, Revealed
Speakers: Jill Weber (Northwestern Mutual), Jeremy Lipusch (TEKsystems)
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass
Track : Leading World-Class Teams
Session Type: Session
Networking Reception and Expo Hall Open!
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Expo Hall Only Pass, Standard Conference Pass, VIP Access Conference Pass
Session Type: Event Experience
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass
Session Type: Event Experience
Session 401: First Class or Economy: Not All Experiences Need to Be Great
Speaker: Katrina Macdermid (HIT Global)
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass
Track : Optimizing the Support Organization, Evolving the Customer and Employee Experience
Session Type: Session
Session 402: The Secret of Experience, Engagement and Evolution: XLAs and Beyond
Speakers: PATRYCJA SOBERA (Unisys), Davoud Pourhossein (unisys)
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass
Track : Achieving Service Excellence
Session Type: Session
Session 403: Thriving in a KCS-Driven Environment
Speaker: Vickie Runyon (Compeer Financial)
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass
Track : Modernizing Service Management, Optimizing the Support Organization
Session Type: Session
Session 404: Intentional Onboarding to Boost Your Culture
Speaker: Gina Montague (Infinite Campus)
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass
Track : Leading World-Class Teams, Optimizing the Support Organization
Session Type: Session
Session 405: The Transformative Impact of AI in the IT Industry
Speaker: Alain Alvarez Legra (United Data Technologies)
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass
Track : Optimizing the Support Organization
Session Type: Session
Session 501: Total Experience Management
Speakers: Jason Wischer (1WISCH), Kristi Lawrence (Tyler Technologies)
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass
Track : Evolving the Customer and Employee Experience, Achieving Service Excellence
Session Type: Session
Session 502: CASE: Contact Anyway, Service Everyway
Speaker: Tom McMahon (Ulta Beauty)
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass
Track : Optimizing the Support Organization, Evolving the Customer and Employee Experience
Session Type: Session
Session 503: Chasing Zero: How WCU Optimized ITSM to Maximize Team Performance
Speakers: Michael Thomas (West Chester University), Paul Gargiulo (West Chester University), JT Singh (West Chester University)
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass
Track : Achieving Service Excellence, Modernizing Service Management
Session Type: Session
Session 504: The Heart and Science of Support: Balancing People and Processes
Speakers: Doug Tedder (Tedder Consulting LLC), Randy Celaya (TASC Training)
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass
Track : Modernizing Service Management, Optimizing the Support Organization
Session Type: Session
Session 505: Finding Your Mentor: When Swiping Right Goes Wrong
Speaker: Darryl Jacoby (Johns Hopkins University Applied Physics Lab)
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass
Track : Leading World-Class Teams, Evolving the Customer and Employee Experience
Session Type: Session
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass
Session Type: Event Experience
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Expo Hall Only Pass, Standard Conference Pass, VIP Access Conference Pass
Session Type: Session
Session 601: SBAR: A Simple, Concise Approach to Incident Documentation
Speaker: Michael Eaton (Tideworks Technology)
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass
Track : Optimizing the Support Organization
Session Type: Session
Session 602: Roadmap to Universal Service Management
Speakers: Wade Javorsky (Butler University), Julie Hoffmann (Butler University)
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass
Track : Achieving Service Excellence, Modernizing Service Management
Session Type: Session
Session 603: Successful Adoption of ITSM
Speaker: Anthony Orr (SDI Presence)
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass
Track : Modernizing Service Management
Session Type: Session
Session 604: Managing Culture Across Time Zones, Hybrid, and Globally
Speaker: Tony North (King County)
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass
Track : Leading World-Class Teams
Session Type: Session
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass
Session Type: Event Experience
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass
Session Type: Event Experience
Speaker: Nancy Robinson (Health First, Inc.)
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass
Track : Optimizing the Support Organization
Session Type: Session
Session 702: Major Incidents Outage: What to Do at 3 AM?
Speaker: Arif Gheewala (UCLA Health IT)
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass
Track : Achieving Service Excellence, Optimizing the Support Organization
Session Type: Session
Session 703: Lean CMDB: Start Small, Evaluate, Scale, Wash, Rinse, Repeat
Speaker: Glen Hoffmann (Computer Design & Integration)
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass
Track : Modernizing Service Management
Session Type: Session
Session 801: If You Want Something Done Right, Do It Yourself: The Hard Lesson of Delegation
Speaker: Deborah Monroe (Ignite Achievements Int'l)
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass
Track : Leading World-Class Teams
Session Type: Session
Speaker: Quinn Karley (Rochester Institute of Technology)
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass
Track : Achieving Service Excellence, Evolving the Customer and Employee Experience
Session Type: Session