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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.

Phyllis DruckerIndustry Thought LeaderEZ2BGR8 Service Management

Phyllis Drucker, the 2023 HDI Lifetime Achievement Award winner, is a service management and leadership expert with over 20 years of experience in Business/IT Strategy, enterprise service management, governance, customer service, and support. She is an expert in Service Management tool implementation, including the service portal and service request catalog, HR automation, leadership, and team building. Her specialty is looking at innovative approaches to how people work that use today’s digital solutions: taking advantage of technological advances to transform how service and support are delivered. After her career in IT, training, and consulting, she is taking her thought leadership out to the community by focusing on writing, speaking, and training. In addition to her activities as a blogger, and freelance author, her book “Service Management Online: Creating a Successful Service Request Catalog” is available through TSO along with her new 3-day class "Innovating the Service Portal." She offers the class directly to students and is available to work with approved training organizations interested in licensing the program. She's also an experienced international speaker, having delivered keynotes and conference breakout sessions in the US, Canada, Spain, and New Zealand since her first speaking engagement in 1997. You can follow Phyllis on Facebook, Linked In, and Twitter or visit her website,