Frequently Asked Questions

Service Management World is the definitive event for service management professionals seeking access to knowledge, trends, frameworks, solutions, and connections driving the industry forward. For over 30 years, HDI has empowered IT support and service management professionals and has served as a driving force behind industry innovation.

Service Management World 2025 will be held from November 16-20, 2025, at Disney's Coronado Springs Resort in Orlando, Florida.

The event is organized by HDI, the leading organization dedicated to elevating service and support across the enterprise. HDI is part of the Informa Connect Division of Informa PLC

Service Management World is designed for IT support professionals, service desk managers, ITSM practitioners, IT infrastructure managers, IT asset managers, Service Level managers, Quality managers, IT operations leaders, CIOs, IT directors, and anyone involved in enterprise service and support management, digital and AI transformation, or IT service delivery.

Are you ready to take your IT service management skills to the next level? Service Management World is your opportunity to learn, connect, and grow. By attending, you’ll:

• Network with 800+ industry peers and experts who share your challenges and goals.
• Gain actionable insights on ITIL and ITSM frameworks, DevOps, and digital transformation to drive real change in your organization.
• Discover emerging technologies and solutions that will revolutionize your service management practices.
• Stay ahead of evolving practices, concepts, processes and frameworks to keep your organization competitive.
• Transform your organization's service management approach with strategies that reduce costs and improve efficiency.
• Earn certifications and professional development credits to advance your career.

While the event has strong roots in IT service management, it’s valuable for any professional involved in enterprise service management, customer experience, digital transformation, IT consultants/auditors, IT suppliers/vendors and support services across various departments. Whether you’re optimizing workflows, reducing downtime, or enhancing customer satisfaction, Service Management World has the answers you need.

Service Management World is uniquely focused on the people, components, concepts, processes, practices and frameworks that drive service management success, rather than being centered on a single technology or vendor. Here’s why it stands out:

1. Comprehensive ITSM Focus
   • Unlike technology user conferences that focus on specific tools or platforms, Service Management World covers a wide range of frameworks, methodologies, and best practices, including ITIL, DevOps, Agile, and Knowledge-Centered Service (KCS).
2. Vendor-Neutral Content
   • The event provides unbiased insights and strategies that can be applied across any technology stack, ensuring attendees gain actionable knowledge that isn’t tied to a specific product.
3. Professional Development Opportunities
   • Service Management World offers industry-recognized certifications, hands-on workshops, and leadership training to help attendees advance their careers and improve their organizations.
4. Networking with Industry Leaders
   • Connect with peers, thought leaders, and experts from diverse industries, rather than being limited to users of a specific technology.
5. Focus on Strategic Outcomes
   • Sessions are designed to help attendees align IT services with business goals, improve customer experience, and drive organizational transformation—key areas often overlooked at technology user conferences.
6. Diverse Solutions in the Expo Hall
   • Explore a wide range of service management solutions from multiple vendors, rather than being restricted to a single technology ecosystem.

By attending Service Management World, you’ll gain a holistic understanding of service management that empowers you to make strategic decisions, optimize processes, and deliver exceptional service—regardless of the tools your organization uses.

What types of content will be available at Service Management World 2025?

The conference offers:

• 3 industry keynote sessions designed to inspire and inform.
• 6 breakout tracks with over 45 sessions tailored to your professional needs.
• Pre-conference training and certification courses to deepen your expertise.
• Workshops and hands-on learning opportunities to apply new skills immediately.
• Expo Hall with solution providers showcasing cutting-edge technologies.
• Networking events and receptions to connect with peers and industry leaders.

The conference features four main tracks:

1. Connecting the Dots: Frameworks and Methodologies - Covering ITIL 4, DevOps, and other IT service management frameworks.
2. Optimizing Culture and Leadership - Focusing on team development and leadership skills to drive organizational success.
3. Driving Strategic Decision-Making - Helping you make data-driven decisions that align IT services with business goals.
4. Modernizing Service Management - Exploring emerging technologies and approaches, including AI in support organizations.

What pre-conference training options are available?

Service Management World 2025 offers immersive pre-conference training courses designed to help attendees deepen their expertise and earn valuable certifications. These courses take place on November 16-18, 2025, and include:

1. ITIL® 4 Foundation Certification
   • Learn the fundamentals of ITIL 4, the latest iteration of the ITIL framework, which focuses on aligning IT services with business needs. This course covers key concepts, principles, and practices to improve service delivery and management.
2. Knowledge-Centered Service (KCS) Principles Certification
   • Dive into the KCS methodology, which emphasizes knowledge as a key asset in service management. This course teaches how to create, reuse, and improve knowledge to enhance customer support and operational efficiency.
3. Experience Foundation Certification
   • Explore the Experience Framework, which focuses on delivering exceptional customer and employee experiences. This certification equips attendees with tools to measure and improve experience metrics.
4. Support Center Director
   • Learn how to elevate your organization with actionable strategies. This workshop covers improving value, focusing on results, managing customer perceptions, and streamlining processes for success.
5. Support Center Manager
   • Discover how to align your support center with organizational goals, meet operational demands, and deliver value through effective service delivery, processes, workforce management, and marketing.
6. AI in the Support Organization
   • Learn how to transform your service experience with AI and automation. This course covers core concepts, aligning AI with your support model, building a business case, designing architecture, and delivering measurable results. Gain best practices, real examples, and a clear plan to advance your strategy—whether you're just starting or refining your roadmap.

Core Conference Pass

• Access to all keynote presentations and breakout sessions.
• Entry to the Expo Hall.
• Networking breakfasts and lunches.
• Evening receptions.
• Access to session materials post-event.

Premier Pass: Most Popular

• All benefits of the Core Conference Pass.
• Access to pre-conference 1-day workshops

Premium Learning Pass: Unbeatable Value

• Includes all Core Conference Pass benefits.
• Access to one pre-conference training or certification course of your choice.
• Certification exam fees included.

Pre-Conference Training:

• Includes all Expo Hall Pass Benefits
• 1 Day Pre-Conference Training
• Networking breakfasts and lunches.

Expo Hall Pass

• Entry to the Expo Hall only.
• Access to product demonstrations and vendor interactions.
• Networking opportunities within the Expo Hall.
• Access to keynote presentations.

Yes, several discount options are available:

• Early bird registration discounts.
• Group discounts (Buy 2, Get 1 Free for Premier and Core passes).

• Full refund (less $200 service charge) for cancellations received by August 15, 2025.
• 50% refund (less $200 service charge) for cancellations between August 16 - September 26, 2025.
• No refunds or credits for cancellations after September 26, 2025 or for no-shows.

Service Management World offers numerous networking opportunities:

• Speed networking events to connect with peers quickly.
• Daily breakfast and lunch networking to share ideas and build relationships.
• Evening receptions (Tuesday and Wednesday) to unwind and connect in a relaxed setting.
• Expo Hall interactions with vendors and industry innovators.
• Peer-to-peer discussions during sessions to exchange insights and strategies.

The Expo Hall is more than just a showcase—it’s your chance to interact with cutting-edge technologies and meet the innovators behind them. You’ll find:

• Leading service management solution providers.
• Product demonstrations to explore tools that can transform your operations.
• Interactive experiences to test solutions firsthand.
• Refreshments and networking opportunities.
• Passport to Prizes program for fun and engagement.

Engage in dynamic networking sessions, interactive receptions, and lively discussions designed to build connections and inspire collaboration. From speed networking to relaxed social gatherings, these experiences are tailored to help you expand your professional circle and exchange ideas in a fun and engaging environment. Don't miss events:

• Beach Club Bash Conference Party
• Meet, Greet and Repeat: Service Management Speed Networking
• Solution Spotlight Sessions
• Lunch-and-Learn Sessions

Attending Service Management World provides:

• Actionable strategies to improve service desk efficiency and customer satisfaction.
• Knowledge of best practices in ITSM implementation.
• Insights on cost-effective service delivery.
• Solutions to common IT support challenges.
• Networking with peers facing similar challenges.
• Exposure to innovative technologies that can reduce costs and improve service.

A manager toolkit is available on the website to help you build a business case for attending.

Your organization will benefit through:

• Improved service delivery processes.
• Enhanced customer experience strategies.
• Knowledge of emerging ITSM technologies.
• Better alignment of IT services with business goals.
• Implementation of industry best practices.
• Increased efficiency in incident management and problem resolution.
• Improved change management processes.

The event takes place at Disney's Coronado Springs Resort in Orlando, FL. This is the recommended accommodation for attendees.

For the full experience, plan to arrive by November 16 if attending pre-conference training, or by November 18 at 4:00 for the main conference. The event concludes on November 20 at 5:00pm.

Seats are filling fast! Register now to secure your spot and take advantage of discounts. You can register online or email HDIEventReg@informa.com for assistance with group registrations.