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HDI Service & Support World
April 25-29, 2027
Caesars PalaceLas Vegas, NV
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Call for Speakers: Suggested Topics

Need Inspiration for Your Conference Session?

Every great presentation starts with an idea.

The topics below highlight the types of sessions we're looking for, but they're just inspiration, not limitations. If you've solved a real-world challenge or discovered a better way to support your organization, we want to hear your story..

What Makes a Great Proposal?

We're looking for sessions that are:

  • Practical and actionable
  • Based on real-world experience
  • Educational rather than promotional
  • Relevant to today's IT challenges
  • Backed by measurable results when possible
  • Honest about lessons learned, including what didn't work

You don't need to be a professional speaker. If your experience can help other IT professionals succeed, it belongs on the HDI Service & Support World stage.

Share Your Session Idea

Leading World-Class Service & Support Teams

Build Teams That People Want to Be Part Of

Great leaders don't just manage work; they inspire people, develop talent, and create cultures where service professionals can do their best work. We're looking for sessions that help leaders navigate change, strengthen teams, and build workplaces where both employees and customers thrive.

Example Session Ideas

  • Coaching and mentoring service desk professionals
  • Building high-performing support teams
  • Hiring, onboarding, and retaining top talent
  • Developing future IT leaders
  • Employee engagement and team culture
  • Managing hybrid or remote teams
  • Preventing burnout and supporting well-being
  • Leading through organizational change
  • Communication and executive influence
  • Performance management and accountability
  • Diversity, inclusion, and belonging
  • Succession planning and career development

We'd Love to See

  • Leadership lessons learned
  • Team transformations with measurable results
  • Real-world management challenges
  • Interactive workshops and peer discussions
  • Practical frameworks attendees can apply immediately

Icon representing leadership, collaboration, and team development for the Leading World-Class Service & Support Teams conference track.

Optimizing Service & Support Operations

Make Great Service Even Better

Operational excellence is where strategy becomes reality. We're looking for sessions that help organizations improve efficiency, streamline processes, measure success, and deliver consistently exceptional service at scale.

Example Session Ideas

  • Service desk optimization

  • Process improvement

  • Workforce management

  • Metrics that drive meaningful action

  • Reporting and dashboard design

  • Capacity planning

  • Automation strategies

  • Operational maturity models

  • Resource planning

  • Continual improvement

  • Incident and request management

  • Knowledge-centered service (KCS)

  • Shift-left strategies

  • Cost optimization

  • Service quality measurement

We'd Love to See

  • Before-and-after operational improvements

  • Lessons from large-scale transformations

  • Data-driven decision making

  • Practical templates and processes

  • Real metrics that demonstrate impact

Icon representing operational efficiency, process improvement, and service optimization for the Optimizing Service & Support Operations conference track.

Achieving IT Service Management Excellence

Turn ITSM Best Practices Into Business Results

IT service management continues to evolve alongside the business it supports. We're looking for sessions that explore frameworks, governance, strategy, and continuous improvement while helping organizations deliver greater value across the enterprise.

Example Session Ideas

  • ITIL implementation and modernization

  • Service management strategy

  • Service catalog development

  • Change enablement

  • Problem management

  • Asset and configuration management

  • Service portfolio management

  • Governance and compliance

  • Risk management

  • Continual improvement practices

  • Business relationship management

  • Service measurement and KPIs

  • Digital transformation

  • Cross-functional service delivery

We'd Love to See

  • ITSM success stories

  • Frameworks adapted to real-world organizations

  • Practical implementation guidance

  • Lessons learned from modernization efforts

  • Business outcomes supported by measurable improvements

Icon representing integrated IT service management practices and continuous improvement for the Achieving IT Service Management Excellence conference track.

Evolving Service & Support Experience

Create Experiences People Remember for the Right Reasons

Exceptional service is about more than solving technical problems. We're looking for sessions that explore the human side of support, helping organizations create outstanding experiences for customers, employees, and stakeholders alike.

Example Session Ideas

  • Customer experience strategy

  • Experience Level Agreements (XLAs)

  • Human-centered service design

  • Customer journey mapping

  • Communication during major incidents

  • Emotional intelligence in IT support

  • Self-service optimization

  • Omnichannel support

  • Accessibility and inclusive support

  • Building trust with customers

  • Voice of the customer programs

  • Employee experience and EX initiatives

  • Personalization in support

  • Measuring customer satisfaction

  • Service culture transformation

We'd Love to See

  • Customer experience transformations

  • Research and data-backed insights

  • Practical communication strategies

  • Stories of culture change

  • Innovative approaches that improved satisfaction and loyalty

Icon representing growth, innovation, and customer-focused service for the Evolving Service & Support Experience conference track.

AI in Action

Separate the AI Hype From Real-World Results

Artificial intelligence is reshaping IT service and support, but the most valuable lessons come from organizations putting it into practice. We're looking for sessions that explore real implementations, measurable outcomes, governance, and the evolving relationship between people and AI.

Example Session Ideas

  • Generative AI in service and support

  • AI agents and digital assistants

  • AI-powered knowledge management

  • Automation and intelligent workflows

  • Prompt engineering for IT teams

  • Responsible AI and governance

  • AI security and risk management

  • Driving AI adoption across the organization

  • Human and AI collaboration

  • Measuring AI ROI

  • AI for service desk operations

  • Predictive analytics

  • Vendor selection and implementation lessons

  • Change management for AI initiatives

  • What didn't work, and what you'd do differently

We'd Love to See

  • Live demonstrations or implementation stories

  • Honest lessons learned, including failures

  • Measurable business outcomes

  • Practical guidance attendees can replicate

  • Realistic discussions about opportunities and limitations

Icon representing artificial intelligence and technology innovation for the AI in Action conference track.

Don't See Your Topic?

That's okay.

These examples are here to spark ideas, not put your creativity in a box.

If you've discovered a better way to solve a problem, led a successful initiative, learned from a difficult project, or have a fresh perspective that will help IT service and support professionals grow, we'd love to hear it.

The best proposals don't always fit neatly into a list, they teach the community something new.

Submit your proposal and help shape the future of IT service and support.

Start Your Submission