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Apr 2018
Apr 2018


MGM Grand Hotel & Casino 3799 Las Vegas Boulevard South Las Vegas , Nevada 89109
Tel: (877) 880-0880
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HDI 2018 Conference & Expo






$1,899 - $2,699


Event Overview:

The HDI Conference & Expo brings together a diverse group of experts, practitioners, thought leaders, and solution providers, all united around a singular focus: to energize and empower service and support pros to make a real difference in their careers and organizations.

Exhibitor Information:

Why Exhibit at HDI?

Because your next customers will be there.

We’re expecting 2,500 service and support professionals this year. The best part? About 90% of them are decision makers with direct involvement in selecting and purchasing solutions.

  • HDI presents a highly targeted group responsible for IT support services such as technical support, data system management, network security, and desktop systems 
  • Conference attendees use the Expo Hall as their primary research tool for solutions
  • You'll directly connect with decision-makers as they formulate critical purchasing decisions 
  • HDI has expanded our sponsorship opportunities to create impactful branding and lead generation

Engage with a captive audience, of qualified, targeted professionals, who want what you have: the latest technologies, ideas, systems, and methodologies that can transform their service and support operations.

About HDI:

HDI, a UBM Tech company, is the worldwide professional association and certification body for the technical service and support industry. Facilitating collaboration and networking, HDI hosts acclaimed conferences and events, produces renowned publications and research, and certifies and trains thousands of professionals each year.

HDI also connects solution providers with practitioners through industry partnerships and marketing services. Guided by an international panel of industry experts and practitioners, HDI is the premier resource for best practices and emerging trends.


Apr 10   

7:00 AM – 6:00 PM

Registration and Information

 7:00 AM – 9:00 AM

Pre-Conference Workshop Breakfast

 8:00 AM – 3:30 PM

3-Day Pre-Conference Workshops (Continued)

Pre 1: HDI Support Center Director

Pre 2: HDI Support Center Manager

Pre 3: KCS Principles

Pre 4: HDI Desktop Support Manager

 8:00 AM – 3:30 PM

2-Day Pre-Conference Workshops (Continued)

Pre 5: HDI Support Center Team Lead

Pre 6: HDI Problem Management Professional

Pre 7: Coaching Skills for Quality Support

Pre 8: Succeeding With Metrics! Leveraging Kpis For Continuous Service Improvement

 9:00 AM – 3:30 PM

1-Day Pre-Conference Workshops

Pre 9: The Fundamentals of Troubleshooting: A Simulation in 4 Steps

Pre 10: 360° Communication: Influence Up, Down, and All Around

Pre 11: The Creative Storm: Igniting Creative Leadership in Your Organization

Pre 12: Creating a Service Catalog That Just Works

Pre 13: Reaching Your Next Summit: 9 Vertical Lessons to Lead with Impact

Pre 14: MasterMinds: Problem-Solving Through Peer Collaboration

 11:00 AM – 2:30 PM

HDI Local Chapter Officers' Meeting

 1:00 PM – 3:30 PM

HDI Leadership Forum Sneak Peek

 4:00 PM – 5:00 PM

Opening General Session: The 10 N's of Networking: How to Optimize Your Networking Style to Create Lasting Opportunities (Kaplan Mobray)

 5:00 PM – 7:30 PM

Welcome Reception in the Expo Hall

Apr 11   

 7:00 AM – 6:00 PM

Registration and Information

 7:30 AM – 8:15 AM

Breakfast Briefings

Breakfast Briefing 1: Business Focused Support: Reducing Unplanned Work & Increasing Customer Value

Breakfast Briefing 2:Case Study: Texas A&M University's Sprint Towards Continual Service Improvement

Breakfast Briefing 3: Be the Boss You WANT to Work For!

Breakfast Briefing 4: What Great Sports Dynasties Can Teach Technical Support Leaders About Creating Championship Performance

Breakfast Briefing 5: Becoming a Tech Support Concierge

Breakfast Briefing 6: Go Local: Reap the Benefits of Your HDI Local Chapter

Breakfast Briefing 7: From Chaos to Clarity: The 4 Zones of Peak Performance

 7:30 AM – 8:30 AM


 7:30 AM – 8:30 AM

Executive Connections Breakfast

 8:30 AM – 10:00 AM

General Session | Keynote Speaker

Keynote: Overcoming Challenges with Determination and Attitude (Herschel Walker); Featured Awards: HDI Hall of Fame, HDI Lifetime Achievement, HDI Local Chapter Officer of the Year

 10:15 AM – 11:15 AM

Session Block 1

Session 101: Crowdsourcing: A Collaboration of Desktop Support Questions and Answers (Two Hour Session)

Session 102: Dashboards 101

Session 103: 3 Tips to Take Your Service Desk to the Next Level

Session 104: Flow, Feedback, and the Service Desk

Session 105: 5 Ways Automation Will Help You—If You're Prepared

Session 106: Managing an Exceptional Multigenerational Team

Session 107: Service Leadership's 9 Guiding Principles: Modeling Success

Session 108: How to Think Like a Customer

Session 109: Quick Fixes for Analyst Performance Challenges

Session 110: The Service Desk's Role in the Cyber Security Kill Chain

 11:30 AM – 12:30 PM

Session Block 2

Session 202: Using Customer Service Data for Continuous Improvement

Session 203: Overcoming Volume Spikes with Analysis, Preparation, and Execution

Session 204: Service & Support in the era of Digital Transformation

Session 205: ITSM Deep Dive: Classification, Prioritization, Escalation, and Alerting

Session 206: 5 Steps to Effective, Engaging, and Authentic Leadership

Session 207: The Creative Storm: Blowing Away the Barriers to Team Performance in the Modern Support Organization

Session 208: Rise of the Machines: How AI is Transforming IT and the Self-Service Experience

Session 209: Metrics 101

Session 210: Surveying the Customer Experience

 12:30 PM – 3:00 PM

Expo Hall Open

 12:30 PM – 2:00 PM


 12:30 PM – 2:00 PM

Executive Connections Lunch

 12:45 PM – 2:30 PM

Solution Spotlight Sessions

 3:00 PM – 4:00 PM

Session Block 3

Session 301: Beyond Desktop Support: A Journey from the Deskside to Comprehensive Service

Session 302: How Southwest Airlines Used Metrics to Reach a Higher Plane (Case Study)

Session 303: Building the Service Desk Analyst Scorecard

Session 304: Ask the Workforce Management Wizard

Session 305: Transformation, Transparency, and Accountability: A Case Study on Changing the Way We Deliver IT Services (Case Study)

Session 306: 5 Behaviors of a Cohesive Team

Session 307: The CIO Panel

Session 308: Develop a Data-Driven Strategy to Mind-Blowing IT Support

Session 309: Seeing the Diamond in the Rough: Hiring and Coaching for Success

Session 310: Bad Bots Panel

 4:15 PM – 5:30 PM

General Session | Keynote Speaker

Keynote: Experience as the North Star: Don't Lose Your Way with Your Customers (Warren Tomlin); Featured Awards: HDI Team Excellence, CSAT Elite 50

 5:30 PM – 7:30 PM

HDI 2018 Networking Reception

Apr 12   

 7:00 AM – 5:00 PM

Registration and Information

 7:30 AM – 8:30 AM

Breakfast Briefings

 7:30 AM – 8:30 AM


 7:30 AM – 8:30 AM

Executive Connections Breakfast

 8:30 AM – 10:00 AM

General Session | Keynote Speaker

Keynote: Harnessing the Rhythm of Teams (Mark Schulman); Featured Awards: HDI Manager of the Year, HDI Analyst of the Year, HDI Desktop Support Technician of the Year

 10:15 AM – 11:15 AM

Session Block 4

Session 401: The Future of Desktop Support

Session 402: Outcome-Based Reporting for Processes and Projects: Remembering the Why

Session 403: Service Desk Lessons Learned

Session 404: Why KCS? A Western Kentucky University Success Story

Session 405: A Crash Course in Change Management

Session 406: If It Weren't for These Freakin' People!: A Deep Dive into the Pool of Relationships

Session 407: Managing and Sourcing Strategic Vendor Relationships Roundtable (Two-Hour Session)

Session 408: Support Everywhere: Adapting Technical Support for Social Customer Care

Session 409: DevOps 101: What the Service Desk Needs to Know

Session 410: What Is DX and Why Should I Care?

 11:30 AM – 12:30 PM

Session Block 5

Session 501: How Walk-Up Support Can Transform the Customer Experience

Session 502: Improving Service with Right Sized Metrics

Session 503: 10 Golden Rules of Service Desk Ticketing

Session 504: The New Incident Management

Session 505: Chat for Technical Support: A Discovery Journey to Best Practices

Session 506: The Language of Listening: Drive Results and Employee Engagement

Session 507: Managing and Sourcing Strategic Vendor Relationships Roundtable (Two-Hour Session)

Session 508: Customer Journey Mapping: Put the Customer at the Center of Support

Session 509: Engaging Women in IT

Session 510: Leaders Are Readers, Readers Are Leaders

 12:30 PM – 4:00 PM

Expo Hall Open

 12:30 PM – 2:00 PM


 12:30 PM – 2:00 PM

Executive Lunch

 12:30 PM – 3:00 PM

Solution Spotlight Sessions

 3:30 PM – 3:50 PM

Expo Prize Giveaway

 4:00 PM – 5:00 PM

Session Block 6

Session 601: KCS Swarming: Ways to Gain Efficiencies for Desktop Support

Session 602: Working and Tracking Time in Real-Time

Session 603: Starting from Scratch: How to Create a Brand-New Team (Case Study)

Session 604: The Enterprise Service Desk: The Greatest Opportunity in a Generation!

Session 605: Mapping the Incident Management Process: Blueprint for Success

Session 606: The Secrets to Successful Support: HDI Award Finalists' Panel Discussion

Session 607: Creating Your Service Strategy

Session 608: The Secrets to Analyst Engagement

Session 609: Relevant and Real Security Stories That Threaten Your Company

Session 610: Measuring the Quality of Desktop Support

 7:00 PM – 10:00 PM

HDI 2018 Conference Party at Club Hakkasan

Apr 14   

 8:00 AM – 9:00 AM


 9:00 AM – 10:00 AM

Session Block 7

Session 701: TECHTalk with Rae Ann and Rumburg

Session 702: Service Desk Metrics Go DevOps

Session 703: Outsourcing for Success: A Best Practices Blueprint

Session 704: Robot Army or Automated Helper: Is Your Support Organization Ready to Use Bots to Communicate with Customers?

Session 705: Leggo My Lego!: Learn and Apply Lean Management Like Never Before

Session 706: The Tallest Tower: Building Teams, Towers, and Trust (Two-Hour Session)

Session 707: Taking Problem Management Seriously: You Can't Afford Not to Support It!

Session 708: The Path to Service Excellence

Session 709: Automation: The Next Big Service Desk Initiative

Session 710: Support Culture: 50 Tips in 50 Minutes

 10:15 AM – 11:15 AM

Session Block 8

Session 801: Moving Desktop to Proactive Using Self-Help and the Service Catalog

Session 802: The Calm After the Storm: Taking a Disciplined Approach to Growth and Change

Session 803: Successful Global Communication with Your Team and Customers

Session 804: Stayin' Alive: Creating and Keeping a Strong KCS Culture

Session 805: Turbocharge Service Management Through Lean and Agile Thinking (Case Study)

Session 807: The Future of ITSM

Session 808: Bridging the Generation Gap of Business Expectations for IT

Session 809: The Power of Play: The Missing Ingredient in Your Company

Session 810: Driving Collaboration, Teamwork, and Employee Satisfaction with Innovative Workflow (Case Study)

 11:30 AM – 12:45 PM

General Session | Keynote Speaker

Keynote: Improving Happiness - and the Bottom Line (Nataly Kogan)

Keynote Speakers

Herschel Walker

From a bullied child with a speech impediment to a Heisman Trophy winner and all-pro NFL running back with a successful business career, Herschel Walker has had to dig deep to overcome life’s challenges. Through commitment, perseverance, and strong teammates at home and on the field, he became a stand out in the classroom, on the football field, and in the business world. Herschel has impacted not only the lives of his family, teammates, and fans—but all those who hear his story. In this powerful keynote, you’ll be inspired to tap into your courage and determination to overcome any obstacle and reach your true potential.

Herschel Walker may have retired from football more than 15 years ago, but he continues to leave an untouchable athletic legacy. Walker’s success began on the gridiron in high school where he rushed for more than 3,000 yards, catching the eye of the University of Georgia where he signed in 1980. He went on to become a three-time All-American, earned the Heisman Trophy and Maxwell Award, and is the only NCAA player to finish in the top three in Heisman voting in all three of his collegiate seasons. In 1999, Walker was inducted into the College Football Hall of Fame.

In 1983, Walker signed with the United States Football League’s New Jersey Generals. He stayed in New Jersey for three seasons breaking the record for single-season rushing yards in 1985. Walker’s NFL career began as the Dallas Cowboys’ fifth-round draft pick. While with the Cowboys, Walker played seven positions: halfback, fullback, tight end, H-back and wide receiver, both in the slot and as a flanker. In 1990 he was traded to the Minnesota Vikings for five players and six draft picks.

In the early 90s, Walked channeled his offseason downtime productively by joining the United States Bobsled and Skeleton Federation. He competed in the 1992 Olympic Games, placing seventh in the two-man bobsled.

Walker went on to play for the Philadelphia Eagles and New York Giants before returning to the Cowboys to retire in 1997. During Walker’s illustrious career, he made two Pro Bowl teams (1987, 1988), was named one of Sports Illustrated’s “NCAA Football All-Century Team” and he continues to hold the record for the only player to gain 4,000 yards in three different ways: rushing, receiving and kickoff returns.

In 2009, at the age of 48, Walker began training at the American Kickboxing Academy for mixed martial arts. He competed in two professional matches, winning both.

Kaplan Mobray

Networking and relationship building are undoubtedly the most effective means to get a job, promote your brand, or help someone find opportunity. But too often, we don’t actually plan to take advantage of opportunities and instead just passively let networking “happen” by default. This fun and interactive keynote will show you how to maximize the success of your networking to drive greater professional and business opportunities. You’ll be inspired to step out of your comfort zone and develop an effective approach for making connections, selling yourself and your services, and driving mutual value as a “connector.”

Kaplan Mobray is a dynamic and inspirational business speaker and best-selling author of The 10Ks of Personal Branding. He learned early in his career that to master quality of life you must first master quality of effort—a personal philosophy he uses to develop his creative insights and unique presentation content. Wharton-educated, Kaplan draws from his more than 15 years of corporate experience as a successful business executive where he led corporate marketing, advertising, and brand development initiatives for Fortune 500 companies.   

Through his unconventional presentation style he motivates individuals to become effective leaders at all levels. Kaplan inspires audiences with practical strategies and powerful aha moments that help elevate one’s career and improve one’s life. He has been featured on CNN, FOX, Businessweek, The Wall Street Journal, Ad Age, and shared his message with NFL players at Super Bowls XLIV and XLV. 

Mark Schulman

Despite your best efforts to motivate and lead your team, do you still feel that there’s room for greater synergy and efficiency? This keynote will help your team harness unprecedented levels of creative productivity and achieve more rockin’ results! Mark’s energetic, interactive, and anecdotal presentation offers a firsthand experience of the techniques and principles that will push you to perform better with others. You’ll get all this through interactive, unique processes that feature rhythm, rock & roll, and live performance that will have you yelling “encore!”

Mark Schulman has enjoyed an unprecedented career over the last 28+ years as a first call drummer for world-class rock and pop artists. He has been voted “Top 3 Pop-Rock Drummers” in the 2014 Modern Drummer Reader’s Poll. Having finished his third record breaking world tour with P!NK, Mark joined Cher for her “Dressed To Kill” World Tour 2014. Mark’s resume reads like a “Who’s Who” of international Rock n’ Roll royalty including acts such as Billy Idol, Foreigner, Sheryl Crow, Stevie Nicks, Beyonce and so many other world-class artists. 

Music is not Mark’s only driving force—he was the chairman of the board of directors of Create Now!, a non-profit organization founded in 1996, to help change troubled children's lives through creative arts mentoring. A cancer survivor, Mark has also motivated children and teens through his work doing seminars with the Ronald McDonald House and benefits for the Teenage Cancer Trust in the UK.

Mark is also a highly-sought after educational speaker for some of the largest corporations and educational organizations in the world, and author of Conquering Life’s Stage Fright: Three Steps to Top Performance.



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