Erica's Top 5 Can't-Miss Sessions at Service Management World

Service Management World is just around the corner, and with so many incredible sessions to choose from, it can be hard to decide where to spend your time. As someone who’s lucky enough to work in the HDI community daily, I’ve handpicked five sessions that are guaranteed to have attendees buzzing (and learning). Whether you’re looking to dive deep into leadership, explore cutting-edge research, or gain actionable insights from industry masterminds, these sessions are guaranteed to deliver value.

1. 2-Day Training: Experience Foundation with Rae Ann Bruno

If you believe that experience is the future of ITSM, then this two-day training is for you. Led by the incomparable Rae Ann Bruno, this immersive session will transform the way you think about IT service delivery. Rae Ann’s passion for creating exceptional experiences is unmatched, and her practical insights will leave you inspired and equipped to make meaningful changes in your organization. Spending two days with Rae Ann is an opportunity you’ll never regret. This is a must-attend for anyone serious about elevating their ITSM game.

2. Pre-11: Practical Tools for New and Seasoned Leaders with Jamie Stannard and Vicki Rogers

Not ready to commit to a full two-day training but still want to sharpen your leadership skills? This pre-conference session is the perfect solution. Jamie Stannard and Vicki Rogers bring a wealth of experience to the table, offering practical tools and strategies for leaders at all levels. Whether you’re new to leadership or a seasoned pro looking for fresh perspectives, this session will help you dive deeper into the art of leading effectively. Don’t miss this chance to set the tone for your conference experience.

3. Session 103: Bridging the Gap: From ITSM to Exceptional Experiences Through Human-Centered Design

What happens when two HDI Lifetime Achievement Award winners come together for one session? Magic. This session is a rare opportunity to hear from two of the most respected voices in the industry as they explore how human-centered design can transform ITSM into exceptional experiences. If you’re looking for actionable strategies to bridge the gap between service management and user satisfaction, this session is a no-brainer. Trust me: you’ll want to be in the room for this one.

4. Session 201: The State of Service Management in 2026: Insights from HDI's Research

Before you can plan for the future, you need to understand the present. In this session, HDI’s Principal Analyst, Daniel Thomas, will share the latest research and insights into the state of service management. This is your chance to arm yourself with the data and trends you need to inform your strategy and make smarter decisions for the years ahead. If you want to stay ahead of the curve, this session is essential.

5. Session 404: Industry Mastermind Panel

Get ready to be inspired! This powerhouse panel features industry leaders Tony North, Peter McGarahan, Randy Celaya, and Ric Mims. Together, they’ll tackle some of the biggest challenges and opportunities in service management today. Bring your biggest notebook because you’ll walk out of this session with a wealth of actionable insights and ideas to take back to your team. This is the kind of session that reminds you why you love working in ITSM.

Don’t Miss Your Chance to Transform Your Service Management Strategy

Whether you’re looking to deepen your knowledge, sharpen your leadership skills, or gain inspiration from industry experts, there’s something here for everyone. Don’t miss your chance to be part of these transformative conversations. Use the code JOINUS to score $400 off your conference pass. See you at Service Management World!