HDI Delivers the Latest Trends in Support and Service Management at SupportWorld Live 2024

Event Takes Place April 27-May 2 in Denver

SAN FRANCISCO--()--HDI, the leading organization dedicated to elevating technical support and service management across the enterprise, today announces the 2024 SupportWorld Live conference program. With the theme “Achieve New Heights,” SupportWorld Live unites the industry to share best practices and network. The event will take place April 27-May 2 at the Colorado Convention Center in Denver. Register here.

Tara Gibb, Senior Director of HDI, “If you are a technical support and service management professional and you are looking to jump start goals, tackle challenges, and pave the way forward for both you and your team, the 2024 event has a program packed with all of the information and trends you need to tackle your goals. We are excited to bring the industry together to celebrate successes.”

The Conference Program will offer workshops, training, keynote presentations, general sessions, panel discussions, solution spotlights, case studies and pre-event training.

Conference Program tracks include:

  • Leading World-Class Teams
  • Modernizing Service Management
  • Optimizing the Support Organization
  • Achieving Service Excellence
  • Evolving the Customer and the Employee Experience

Keynote Presentations

  • Manley Feinberg, business leadership and peak performance expert and author will present “Reaching Your Next Summit: 7 Vertical Lessons to Lead in the Unknown.” Feinberg, a world traveled mountain climber, will deliver an inspirational talk on how attendees can “Achieve New Heights” in their career and life. Manley has the unique gift of being able to motivate and engage corporate teams in high stakes markets and lead groups climbing the steepest of mountains. Attendees will walk away with a renewed sense of focus, commitment and momentum to realize the next level in life and business.
  • Kyle Scheele, accidental TikToker and champion of crazy ideas will present “BECOMING AN IDEA FACTORY: How to Turn Yourself (and Your Organization) Into an Innovation Machine.” Innovation and new thinking are critical for growing businesses, engaging teams, supporting efficiency, and achieving long term success. Scheele will share how to challenge norms and embrace creativity, which leads to positive change and new summits.
  • Julia Landauer, NASCAR 2-time champion and motivational speaker will present “DRIVE: Using Technology and Data to Get to Victory.” Landauer will discuss how understanding the biology of fear can help individuals approach things that scare them with confidence, and techniques for how to use technology to support innovative practices.
  • Adam Smiley Poswolsky, workplace belonging expert, will present “Creating Human Connection and Community in the Era of Hybrid, AI, and Overwhelm.” In a lonely, nonstop, overwhelmed work environment, workplace connection has withered. Behind every success, there’s a team of people, a mentor, or someone supporting and encouraging individuals to be their best selves. In a remote and hybrid work world, it can be hard for team members to find this support. Smiley Poswolsky will provide practical insights on how to tackle these challenges. Attendees will leave the presentation with a toolkit to reimagine a collaborative, inclusive, people-first culture, and become an industry leader in the future of work.
  • Alex Weber, award-winning entertainer and American Ninja Warrior will present “UNSTOPPABLE.” In the fast-changing world of IT support and service management, everyone faces setbacks, fears, negativity, pressures, and uncertainty. But not everyone knows how to overcome these challenges. In this presentation, Weber will share his battle-tested system to achieve peak leadership and performance.

Case Studies

Case studies will provide attendees with valuable insight from high performing centers on the proven service and support strategies being implemented across education, healthcare, technology and other industries. The organizations presenting the case studies include:

  • Boeing: Past, Present, and Future: The Digital Transformation of the Boeing Enterprise Help Desk
  • Bold Ray Consulting: What XLAs Are Not
  • Butler University: Drafting a Roadmap to Universal Service Management
  • Compeer Financial: Thriving in a KCS-Driven Environment
  • Duquesne University: Revolutionizing the Customer Experience: Duquesne University's Journey from ITSM to ESM
  • Georgia Institute of Technology: CSI: Continual Improvement
  • Infinite Campus: Intentional Onboarding to Boost Your Culture
  • Johns Hopkins University Applied Physics Lab: Finding Your Mentor: When Swiping Right Goes Wrong
  • MetricNet, LLC: The Zero Touch Service Desk: Myth or Reality?
  • Pepperdine University: Survivor: The Service Desk
  • Rochester Institute of Technology: Implementation Support Practitioner: Using Data Driving Decisions and Processes
  • Spencer Fane LLP: From Help Desk to Boardroom: Climbing the Career Ladder with Effective Communication and Savvy Leadership
  • Tideworks Technology: SBAR: A Simple, Concise Approach to Incident Documentation
  • UCLA Health IT: Major Incidents and Outages: What to Do at 3 AM?
  • Ulta Beauty: CASE: Contact Anyway, Service Everyway
  • Unisys: The Secret of Experience, Engagement and Evolution: XLAs and Beyond
  • West Chester University: Chasing Zero: How WCU Optimized ITSM to Maximize Team Performance

Click here to see the agenda.

To learn more about HDI’s SupportWorld Live or to register for the event, click here. Stay up to date on Facebook, X or LinkedIn.

For sponsorship opportunities, contact Ayrien Machiran at ayrien.machiran@informa.com.

Media interested in a media pass, email Meryl Franzman at meryl.franzman@informa.com.

About HDI

For more than thirty years, HDI has partnered with thousands of professionals and their organizations to improve their performance by helping them to: drive change, harness knowledge, transform teams, make connections, and turn challenges into opportunities. HDI empowers the technical support and service management community to advance their strategy, operations and teams through optimized service delivery. From the employee to the enterprise, HDI transforms service and support through its comprehensive lineup of training and certification courses, industry-leading annual conferences, results-driven consulting services, community-based networking opportunities, and insightful research and informational resources. What does HDI stand for? HDI stands for smarter service resulting in better business outcomes. Learn more at https://www.thinkhdi.com. HDI is brought to you by Informa Tech.

About Informa Tech

Informa Tech is a leading provider of market insight and market access to the global business technology community. Through in-depth expertise and an engaged audience community, Informa Tech helps business professionals make better technology decisions and marketers reach the most powerful tech buyers and influencers in the world. Across its portfolio of over 100+ trusted brands, Informa Tech has over 1000 industry experts, including over 400 research analysts and consultants in global research group Omdia, and a monthly audience reach of over 125 million. Informa Tech is a division of FTSE 100 company Informa plc.


Meryl Franzman
HDI’s SupportWorld Live


Meryl Franzman
HDI’s SupportWorld Live