Description
Sessions recorded LIVE at the Ceasar’s Palace • May 3 – May 7, 2026 •
Las Vegas, Nevada USA
GENERAL SESSIONS
Keynote: A New Era of CX: The Great Experience Convergence (Nate Brown, Mary Cook, Lee Kemp, & Phil Verghis) © 2026 All Rights Reserved
Keynote: RAISE THEIR GAME: How to Improve Your Leadership Performance, Impact and Influence (Alan Stien Jr) © 2026 All Rights Reserved
Keynote: The Future of Service: AI, Integration, and the New Role of ITÂ (Rod Mathews) © 2026 All Rights Reserved
Keynote: From Employee Support to Autonomous Operations: The Delegation Shift Reshaping IT (Andrei Serban) © 2026 All Rights Reserved
Keynote: Innovation in a World of AI (Shawn Kango) © 2026 All Rights Reserved
CONCURRENT SESSIONS
Session 101: Quick Win Toolkit: Problem-Solving You Can Use Today (Joel Koh)
Session 102: One Team, One Vision: How We Unified Help Desk and Dispatch into a Modern Service Desk (Hannah Elliot, Chris Gillis, & Mike Voss)
Session 103: From Good to Great: Where Strong IT Foundations Meet Modern Tools and Experience-Driven Support (Susan Smith)
Session 104: From Help Desk to Hashtag: Building Brand Awareness Through Social Media (Amanda Pritchard)
Session 105: Belonging Is Built by Design: Creating Space Inside Service Organizations (Sarah Caminiti)
Session 106: Stop Fixing, Start Leading: Coaching High-Performing Technology Professionals (Jeff Warren & Douglas Wood)
Session 201: AI Ethics and Governance: Building Trustworthy Systems (Tony North)
Session 202: Team Chemistry: Stop Managing, Start Coaching and Get The Best Out of Your Team (Simon Lara)
Session 203: How to Lead Modern Transformations (Matt Beran)
Session 204: The Infinite Service Mindset: What ITIL (Version 5) Teaches Us About Leading in Uncertainty (Chris Ward)
Session 205: Beyond Technical: The Skills That Will Define Careers in the AI Era (Jamie Schoder)
Session 206: Ask Me Anything! (Ric Mims)
Session 301: Why Your Team Should Break The Rules (Sometimes) (Matthew Pincus)
Session 302: Efficiency Theater: Why Busy Support Teams Still Fall Behind (Sarah Caminiti)
Session 303: Beyond the Fire Drill: Proactive Planning in Service & Support (David Sharp)
Session 304: Agentic AI in Service Management: Why Human Communication is the Hidden Success Factor (Linda Lenox)
Session 305: Transforming Support Experience: The New Role of Tier 1 in the Age of AI (Rae Ann Bruno)
Session 306: From Data to Decisions: Creating Impactful Reports for Service Management (Micah Armstrong)
Session 401: Mastermind Industry Panel (Randy Celaya, Pete McGarahan, Richard Mims, & Tony North)
Session 402: From Blank Slide to Brilliant: Generative AI as Your Co-Designer (Quinn Karley, Stephen Paskel, & Jason Wischer)
Session 403: Built to Last: Creating a Sustainable Knowledge Culture in IT Support (Emily Healy, Layla Lunde, & Ben Smaby)
Session 404: From Uncertifiable to World Class and What’s Next (Ray Brown, Thomas Gartner, Josh Nelson, & Daves Vargas)
Session 405: Partnership in Progress: Leveraging HDI to Drive Continual Service Improvement (Darrell Bond, Angela Fawver, Todd Piccuillo, Doug Tedder& Zach Swartz)
Session 406: Meet, Greet and Repeat (Erica Marios)
Session 501: How to Use Generative AI to Clean Up Your Knowledge Base (Leslie O’Flahavan)
Session 502: Leveraging HDI Support Center Certification to Transform Your Service Organization (Liz Bunger)
Session 503: Experience in Motion: Lean, HCD, and Kaizen to Transform the Customer Journey (Rae Ann Bruno & Jamie Stannard)
Session 504: The Climb: Real Stories of Career Growth in IT Service Management (Sarah Caminiti, Daniel Guinto, Erica Marios, Rocky McGuire, & Savannah Shumbr
Session 505: Breaking Free from Vendor Lock-In: How SIAM Unlocks Agility, Accountability, and Service Quality (Matthew Davis & Steve Radabaugh)
Session 506: From Friction to Fuel: Transforming Healthcare IT Service Delivery Through Human-Centered Service Management (Robert Mosquera & Nora Osman)
Session 601: The Amazing Convergence of ITSM and Customer Service (Nate Brown)
Session 602: Characteristics of a Transformational Digital Leader (Jeff Jensen)
Session 603: Quality 2.0: Human-Centric, Data-Driven, and Tool-Agnosticâ ”Driving Change With Simple, Adaptable Solutions (Jerri Cinnamon)
Session 604: From Service Desk Analyst to Leadership: Designing Career Paths That Retain Top Talent (Michael Hanson)
Session 605: AI Roadmap & Maturity Model for ITSM (Josh Streets)
Session 606: Your Story, Your Stage: Inspiring the Next Generation of Speakers (Pete McGarahan)
Session 701: IT Matters: Crafting Internal Communications That Connect (Adrienne DuBrul)
Session 702: Characteristics of a Transformational Digital Leader (Jeff Jensen)
Session 703: From Break/Fix to the Boardroom: The 35-Year Evolution of the Service Desk (Rick Mims)
Session 704: Ground-Level Leadership: Scaling Influence Without Titles (Jeremy Pratt)
Session 705: From Good to Great: Behaviors That Define Transformational Leadership (NJ Robinson)
Session 706: Ask Me Anything! (Rae Ann Bruno)
Session 801: Training the Next Generation of Support (Sadie DePeter & Patrick White)
Session 802: Integrating AI: Optimizing the Vanderbilt IT Service Desk with Chatbots and AI Agent-Assist Technology (Kathleen Armour Spritzer & Rachel Kuriko)
Session 803: Calm in the Storm: Leading Through Major Incidents with Clarity and Confidence (Denaye Cunningham)
Session 804: AI-Driven Decision Support in ITSM: Templates, Predictive Reporting, and the Proactive Decision Cycle (Eleonor Harutyunyan)
