Description
Sessions recorded LIVE at Disney’s Coronado Springs Resort • November 16-20, 2025 • Orlando, Florida USA
KEYNOTES
• Keynote Speaker: Build For Where The World Is Headed: How The Best Leaders Navigate Uncertainty To Shape The Future (Adam Braun) © 2025 All Rights Reserved
• Keynote Speaker: I Can, I Must, I Will: Harnessing Your Own Internal Force to Break Limits (DeeDee Trotter) © 2025 All Rights Reserved
• Keynote Speaker: Agents of Agility: The Real Power of AI and Automation (Rod Matthews) © 2025 All Rights Reserved
• Keynote Speaker: Innovation Leadership: Inspiring People to Think Differently (Steve Lerch) © 2025 All Rights Reserved
CONCURRENT SESSIONS
• Session 101: Decoding the Ops Matrix: The Silo Effect and Finding Your Ops Synergy Streams. (Greg Sanker)
• Session 102: Tech vs. Touch: Navigating the IT Service Conundrum (Ric Mims)
• Session 103: Bridging the Gap: From ITSM to Exceptional Experiences through Human-Centered Design (Rae Ann Bruno & Doug Tedder)
• Session 104: Are You There? It’s Me, Your User (Caitlin Price)
• Session 105: Configuration Management: Discovering the missing link: The 5 pillars of Configuration Management (Reginald Hughes)
• Session 106: Beyond Support: Delivering a Concierge Experience for Internal IT (Nat McLaren)
• Session 201: The State of Service Management in 2026: Insights from HDI’s Survey (Daniel Thomas)
• Session 202: Culture of Wow: How to Build a Service Team People Will Rave About (Maddie Blumenthal & Ben Brennan)
• Session 203: Non-Negotiable for Dummies (Kirk Weisler)
• Session 204: Leveraging HDI Certification to Modernize Support Services (Ann Bartolomeo & Bill Poad)
• Session 205: St. Jude’s Children’s Hospital: From Metrics to Meaning: Transforming Healthcare with SLAs and XLAs (Harpeen Ahuja & Aiswarya Pasupuleti)
• Session 206: Implementing Change in a Rapid-paced, AI-fueled, Uncertain Economy (Susan Smith)
• Session 301: Embracing Service Management in Penn State’s Operations Center (John Williams)
• Session 302: From Infrastructure to Impact: How the City of Henderson Replaced it ITSM Roadblock and Reignited Team Success (Nikolaus Rotzinger)
• Session 303: Kickstarting Experience: Practical Ways IT Teams Are Getting Started (Rae Ann Bruno, Wesley Eugene, Jeff Jensen, Rebecca Mark, & Andrea Miller)
• Session 304: Operational Magic: Building a Culture of Respect, Creativity, and Care to Deliver Service Excellence (Kent Yuen)
• Session 305: Managing Knowledge Across University of Maryland (Ryan Raines)
• Session 306: Meet, Greet and Repeat! Service Management World Networking (Erica Marois)
• Session 401: Kicking and Screaming into the Present: Delivering a Modern Customer Experience When Leadership Won’t Give Up Their Dial Up (Chis Robertson)
• Session 402: Culture First: How Home Depot’s ‘Knowledge Cluster’ Reimagines Swarming in IT Support (Kent Yuen & Dwayne Hodge)
• Session 403: University of Alaska: Shattering Silos: Extending Experience Management Beyond IT (Joseph Fugere & Andrea Miller)
• Session 404: Mastermind Industry Panel: Service Management World 2025 (Randy Celaya, Peter McGarahan, Ric Mims, & Tony North)
• Session 405: 5 Critical Steps for making a good AI/ITSM decision (Doug Tedder)
• Session 406: Move the Conversation: Coaching Transformational Change through Tough Conversations (Hether Caudill)
• Session 501: Experience Management Without the Wait: Start With What You Have (Rae Ann Bruno)
• Session 502: Flight Control: Mastering a 9-Week ITSM Transition (Tom Wilk)
• Session 504: Somehow I Manage: Neurodiversity Lessons from ‘The Office’ Portal (Doug Rabold)
• Session 506: From Family Business to Global Enterprise: Scaling IT Service Management at DeSimone Consulting Engineers (Demetrios Xarhoulakos)
• Session 601: Beyond Break/Fix: How We’re Redesigning Tech Support to Serve the Whole User Environment (Tim Whitley)
• Session 602: Expanding the Influence of IT as a Critical Business Partner (Rachel Mulry)
• Session 603: Inside AI: Panel on IT Services and Artificial Intelligence (Matt Beran, Quinn Karley, Tyler Russell, & Jason Wischer)
• Session 604: HX: Reframing Service Leadership for the Human Era (Nora Osman)
