So many awesome sessions, so little time! Service Management World is packed with incredible opportunities to learn, connect, and grow. Honestly, you can't go wrong with ANY of the sessions, but if you're feeling overwhelmed, Kirk Weisler, our high-energy emcee, is here to make it easy. Check out his top picks for the week. These sessions are guaranteed to inspire, energize, and leave you with actionable insights. Let’s dive in!
#1: Any of the Pre-Conference Training Courses
Why settle for just attending when you can leave Orlando with an HDI certification? The pre-conference training courses at Service Management World are your chance to dive deep into industry-leading frameworks, methodologies, and strategies—all taught by expert instructors who have worked with the world’s top service management organizations.
From ITIL® 4 Foundation to Knowledge-Centered Service Principles, these courses are designed to elevate your skills and transform your career. Plus, you’ll enjoy face-to-face learning, networking opportunities, and the chance to optimize your professional development investments. Don’t miss this unique opportunity!
#2: The Opening Keynote: Innovation Leadership: Inspiring People to Think Differently
Kick off Service Management World with a bang! Get ready to ignite your creative spark! In this high-energy and interactive keynote, Steve Lerch, a former Google Executive and Innovation Evangelist, will challenge everything you thought you knew about innovation. Spoiler alert: it’s not about technology, it’s about people. Steve will show you how to empower your team to think differently, embrace unique perspectives, and iterate boldly to drive meaningful change. Through captivating stories, real-world examples, and a touch of humor, you’ll learn how to unlock your organization’s full potential and inspire innovation at every level.
#3: Wednesday Keynote: I Can, I Must, I Will: Harnessing Your Own Internal Force to Break Limits
Midweek motivation at its finest! What does it take to turn life’s challenges into gold-medal victories? DeeDee Trotter, a three-time Olympian and fierce competitor, is here to show you. In this electrifying keynote, DeeDee will share the mindset, discipline, and inner drive that propelled her to Olympic glory even in the face of devastating setbacks.
This isn’t just a motivational talk; it’s a transformational experience. DeeDee will teach you how to harness your own internal force to break through limits, elevate your career, and crush goals that once felt untouchable. Her powerful stories of perseverance and triumph will leave you inspired to turn pressure into power and challenges into opportunities.
#4: Session 103 - Bridging the Gap from ITSM to Exceptional Experiences Through Human-Centered Design
Dynamic duo alert! Doug Tedder and Rae Ann Bruno are teaming up to deliver a session that’s equal parts insightful and transformative. In Session 103, they’ll show you how to move beyond traditional IT service management (ITSM) practices and embrace human-centered design to create exceptional customer and employee experiences.
Through real-world examples and actionable strategies, Doug and Rae Ann will guide you on how to align IT services with the needs of the people they serve. You’ll learn how to bridge the gap between process and experience, ensuring your ITSM efforts drive meaningful outcomes.
#5: Session 201 - The State of Service Management in 2026: Insights from HDI’s Survey
What does the future of service management look like? In Session 201, Daniel Thomas dives into HDI’s latest survey results to uncover emerging trends, challenges, and opportunities shaping the industry in 2026. Packed with data-driven insights and expert analysis, this session is your chance to get ahead of the curve and prepare for what’s next. Kirk says this is a must-attend for anyone looking to future-proof their service management strategy!
#6: Session 306 - Meet, Greet, and Repeat: Service Management World Networking
Get ready to connect, collaborate, and build lasting relationships! Session 306 is your ultimate opportunity to meet fellow service management professionals, exchange ideas, and expand your network in a relaxed and engaging environment.
Whether you’re a first-time attendee or a seasoned SMW veteran, this session is designed to help you break the ice and make meaningful connections. Through structured activities and organic conversations, you’ll have the chance to share your experiences, learn from others, and discover new perspectives that can inspire your work.
Kirk calls this session a “social butterfly’s dream.” Come ready to meet, greet, and repeat!
#7: Thursday Keynote: Build for Where the World Is Headed: How the Best Leaders Navigate Uncertainty to Shape the Future
End the conference on a high note! The future is coming fast. Are you ready? In this riveting keynote, Adam Braun, a world-renowned entrepreneur and leadership expert, will teach you how to anticipate tomorrow’s reality today. Using his proven four-step framework, Adam will show you how to navigate uncertainty, make bold decisions, and inspire your team to take action.
Drawing from two decades of research and firsthand experiences, Adam will share powerful examples of how great leaders and organizations have thrived in times of rapid change. You’ll learn how to remove fear, restore optimism, and define a clear course of action to unlock your next big breakthrough.
#8: Session 404 – Industry Mastermind Panel
Ready to tap into the collective brainpower of the service management community? Session 404 brings together an all-star panel of industry experts for a high-energy, interactive discussion on the biggest challenges and opportunities shaping the future of service management.
Hear diverse perspectives, gain actionable insights, and have the chance to ask your burning questions. From emerging trends to real-world problem-solving, this session is designed to spark new ideas and help you tackle your toughest challenges with confidence.
#9: Session 502: Flight Control – Mastering a 9-Week ITSM Transformation
Tom Wilk is a powerhouse of knowledge, and Session 502 is your chance to learn from the best. Buckle up for a fast-paced journey through ITSM transformation! In Session 502, Tom takes you behind the scenes of a high-stakes, 9-week ITSM transition. Drawing from his own experiences, Tom will share the strategies, tools, and leadership techniques that made this rapid transformation not only possible but successful.
You’ll learn how to navigate tight timelines, manage competing priorities, and keep your team aligned and motivated throughout the process. With practical takeaways and real-world insights, this session is perfect for anyone looking to master the art of ITSM transitions under pressure.
#10: Session 603 - Inside AI: Panel on IT Services and Artificial Intelligence
Did we save the best for last? Signs point to yes! Step into the future of IT services with this thought-provoking panel discussion on artificial intelligence and its transformative impact on the industry. Moderated by Matt Beran, this session brings together leading experts to explore how AI is reshaping IT service management, from automating routine tasks to enhancing decision-making and delivering exceptional user experiences.
The panel will dive into real-world applications, emerging trends, and the challenges of integrating AI into IT services. You’ll gain valuable insights into how to leverage AI to drive efficiency, innovation, and value in your organization.
Kirk Weisler calls this session “a front-row seat to the future.” Don’t miss this opportunity to hear from the brightest minds in the field and walk away with actionable strategies to harness the power of AI in your ITSM journey!
BONUS: The Conference Party!
Let’s get this party started! The Conference Party is your chance to unwind, celebrate, and connect with fellow attendees in a fun, relaxed atmosphere. Kirk promises good vibes, great conversations, and memories to last a lifetime.
See You This November 16-20 in Orlando
With so many incredible sessions to choose from, Service Management World is the ultimate destination for service management professionals. Follow Kirk’s guide, and you’re guaranteed to have an unforgettable experience. See you in Orlando!