Informa helps businesses and professionals in hundreds of ways.

Our international portfolio of live events, world-leading research publications, and innovative digital services provide specialists with the knowledge and connections they need to thrive.

HDI Service & Support World
April 25-29, 2027
Caesars PalaceLas Vegas, NV
Register Now
Menu
Register

Conference Tracks

Attendee smiling while participating in an educational session at HDI Service & Support World, exploring conference topics that match his professional goals.

Choose the Topics That Match Your Goals

Every IT challenge is different. That's why HDI Service & Support World organizes conference sessions into dedicated learning tracks that help you build the skills, strategies, and confidence to solve your biggest service and support challenges.

Whether you're leading a service desk, improving employee experiences, or putting AI to work, you'll find sessions designed to help you deliver smarter service and bigger business impact.

Choose the tracks that match your goals, or mix and match to build the learning experience that's right for you.

VIEW THE FULL CONFERENCE AGENDA

Leading World Class Service & Support Teams

Great service doesn't happen by accident. It happens because strong leaders build strong teams.

This track focuses on leadership, coaching, culture, communication, workforce development, and operational excellence to help you create service organizations that people actually want to be part of.

You'll Learn

  • Coaching and developing high-performing teams
  • Hiring and retaining top talent
  • Building a stronger service culture
  • Leadership strategies that improve performance
  • Managing change with confidence

Topics Include

  • Leadership
  • Employee engagement
  • Workforce development
  • Coaching
  • Team performance
  • Career growth
Icon showing three people grouped together, representing leadership, collaboration, and high-performing service and support teams.
View Sessions in This Track

Achieving IT Service Management Excellence

Exceptional ITSM isn't just about following frameworks, it's about building services that move the business forward.

This track explores service management strategy, governance, process improvement, ITIL, metrics, automation, and continuous improvement to help you modernize your IT organization.

You'll Learn

  • Improving ITSM processes

  • Measuring service performance

  • Aligning IT with business goals

  • Modernizing service delivery

  • Driving continuous improvement

Topics Include

  • ITIL

  • Governance

  • Metrics

  • Process improvement

  • Service management

Icon of four connected puzzle pieces representing integrated IT service management, process alignment, and organizational excellence.
View Sessions in This Track

Evolving Service & Support Experience

Great technology deserves an equally great experience.

This track focuses on creating better experiences for customers, employees, and support teams through smarter service design, communication, knowledge management, and experience management practices.

You'll Learn

  • Improving customer satisfaction

  • Enhancing employee experiences

  • Building stronger knowledge practices

  • Creating seamless support journeys

  • Measuring experience success

Topics Include

  • Experience management

  • XLAs

  • Knowledge management

  • Customer experience

  • Employee experience

Icon of a hand holding a growing plant, representing continuous improvement, customer experience, employee experience, and long-term service growth.
View Sessions in This Track

AI in Action

AI isn't replacing IT professionals. It's giving them superpowers.

This track explores practical ways to use artificial intelligence to automate work, improve support, accelerate knowledge creation, and help service organizations work smarter.

Expect real-world examples, practical guidance, and lessons learned from organizations already putting AI into action.

You'll Learn

  • Responsible AI adoption

  • AI-assisted service delivery

  • Automation strategies

  • Knowledge creation with AI

  • Practical AI implementation

Topics Include

  • Generative AI

  • AI governance

  • AI automation

  • Knowledge management

  • Intelligent service management

Icon of a globe with an exposed gear, representing practical artificial intelligence, automation, and innovation in modern IT service and support.
View Sessions in This Track

Optimizing Service & Support Operations

Better operations mean faster resolutions, stronger performance, and fewer fires to put out. Everybody wins.

This track focuses on the processes, tools, metrics, automation, and workforce strategies that keep service and support operations running at their best. Learn how to eliminate friction, improve efficiency, and deliver consistent results without burning out your team.

You’ll Learn

  • Streamlining service and support workflows

  • Using metrics to improve performance

  • Reducing resolution times and operational bottlenecks

  • Applying automation where it delivers the most value

  • Building scalable, resilient support operations

Topics Include

  • Operational efficiency

  • Service desk metrics and KPIs

  • Workforce management

  • Resource planning

  • Service delivery

Icon of a person with a gear for a head connected to two additional gears, representing operational efficiency, process improvement, and smarter service and support operations.
View Sessions in This Track

Not Sure Which Conference Track Is Right for You?

Choose the track that best matches the challenges you're solving today, or explore sessions across multiple tracks to create a conference experience tailored to your goals.

If you want to...Start with...
Become a stronger people leaderLeading World Class Service & Support Teams
Improve ITSM strategy and processesAchieving IT Service Management Excellence
Deliver better customer and employee experiencesEvolving Service & Support Experience
Learn practical AI skillsAI in Action
View Passes & Pricing