About this event

HDI Service & Support World (Conference & Expo) — Detailed Buyer & Audience Research Analysis

Event basics (from official source)

• Event title: HDI Service & Support World Conference (Service & Support World)
• Dates: April 25–29, 2027
• Venue: Caesars Palace
• City & country: Las Vegas, Nevada, USA
• Primary themes (official positioning): IT service management (ITSM), experience management, service desk operations, and “AI automation for enterprise”
• Program scale (official positioning): 50+ expert sessions, 60+ sessions & case studies, and 3 keynotes; 50+ speakers (as stated on the page)
• Event format: Conference plus Expo (Expo Hall / Expo Floor Plan / Exhibitor List are referenced)

Why this event matters for enterprise IT service & support

HDI Service & Support World is designed for organizations that run and continuously improve enterprise service operations—particularly IT support, service desk, and ITSM processes—while also modernizing their service experience using frameworks like ITIL and practices connected to experience management. The official messaging emphasizes AI automation for enterprise IT service management, which typically attracts buyers who are actively evaluating (or already deploying) service automation, AI-assisted support workflows, knowledge management, metrics/quality frameworks, and portal/omnichannel service experiences.

1️⃣ Who attends (BUYERS / ATTENDEES)

This event is not only a “vendor spectacle.” Based on the official description (“No sales pitch. No vendor agenda. Just better service and support.”) and the education-led tracks (AI in Action, ITIL, service portals, experience management, leadership best practices), the most valuable attendees are typically decision-makers and implementers inside enterprise service operations.

Main attendee/buyer profiles likely to attend

• IT Service Management & Service Desk leadership: leaders responsible for service desk performance, ticket lifecycle, incident/problem management, service request fulfillment, and operational KPIs.
• Customer experience / employee experience owners: teams focused on end-to-end service quality, satisfaction metrics, and user experience improvements (often overlapping with experience management).
• AI/automation stakeholders: leaders or program owners evaluating AI automation, automation governance, AI-assisted agent workflows, and responsible AI for service operations.
• ITSM process owners and ITIL-aligned leaders: organizations that treat ITSM as a continuous improvement program and use ITIL-aligned practices to guide operations.
• Support operations managers and analysts: senior ICs and managers responsible for execution—knowledge, macros/automation, tooling adoption, quality assurance, and training.
• Enterprise training/certification and enablement stakeholders: because HDI positions itself around training, certifications, research, and guidance for IT service & support professionals.
• Expo/exhibitor attendees: vendors and solution providers with offerings around ITSM tooling, service desk platforms, AI automation, experience management, analytics, and service portals.

Buyer density note: The education program and tracks (“AI in Action,” ITIL, experience management, leadership best practices) usually indicate strong relevance for buyers in service operations, ITSM program management, and automation initiatives. The highest “buyer closeness” generally concentrates among operations leaders and owners of continuous improvement and service quality.

2️⃣ Where the show is happening + attendee geographic origin

Show location

Caesars Palace, Las Vegas, Nevada, USA (April 25–29, 2027).

Likely attendee geographic origin

Because this is a major enterprise IT service and support conference hosted in the United States and positioned around global frameworks (ITIL) and universal service metrics, attendees commonly come from:

• Primary: North America (United States and Canada) service operations and ITSM teams.
• Secondary: Europe and UK/Ireland (frequent alignment with ITIL practices and enterprise service management adoption).
• Also possible: APAC enterprise service operations (particularly large multinational enterprises with global service desk footprints), with representation depending on company travel cycles and the strength of AI/automation initiatives.

Best geographic targeting approach for buyer outreach

• USA focus first (especially enterprise IT service desks, shared services, and ITSM governance teams).
• Then broaden to Canada and UK/EU if the client solution supports multilingual support operations, cross-region service delivery, or ITSM process harmonization.
• For global enterprises: prioritize multiregional service desk organizations, because they often have both standardized processes (ITIL) and automation roadmaps (AI in Action).

3️⃣ Audience reach (Local / National / Global)

This is best characterized as a national-to-global enterprise audience event:

• National: Hosted in the USA and strongly aligned with US enterprise ITSM communities and service operations practice.
• Global: The themes (ITSM, experience management, AI automation for enterprise service operations, leadership best practices) are universally relevant across multinational enterprises, and HDI’s community positioning typically pulls in international participants.

Practical implication: If a solution targets IT support transformation, AI-assisted workflows, service quality improvement, or ITIL-driven operational excellence, this show tends to create broad buyer relevance—especially for buyers managing large, multi-team service ecosystems.

4️⃣ Sample buyer company names (BUYERS ONLY) + Websites

Below is a curated illustrative buyer-style list of organizations that commonly invest in IT service management, enterprise support operations, automation, self-service/portal experiences, and service quality programs. These are included as a starting point for prospecting and should be validated against actual attendee/exhibitor presence and relevance to your client’s exact offering.

Priority	Company	Website	Best Title to Target	Why This is a Good Buyer Fit
1	ServiceNow	https://www.servicenow.com	VP, IT Service Management / Head of Service Desk Product Strategy	Direct alignment with ITSM and enterprise service desk modernization; strong relevance to AI automation and service experience improvements.
2	Microsoft	https://www.microsoft.com	Director/GM, IT Operations & Service Excellence / Automation	Microsoft’s scale and internal service operations typically drive initiatives around experience management, automation, and service quality metrics.
3	Google	https://cloud.google.com	Program Manager, Customer Support Automation / Service Operations	Large enterprise support footprint; AI-driven workflows and knowledge/portal experiences are typically core priorities.
4	Amazon (Retail & AWS)	https://www.aboutamazon.com	Director, Global Support Operations & Automation (IT/Enterprise)	Experience-driven and automation-heavy support models; high relevance to AI in Action and operational excellence.
5	IBM	https://www.ibm.com	Head of ITSM / Service Desk Transformation	Strong enterprise ITSM modernization culture; likely to care about process excellence, service portals, and AI governance.
6	AT&T	https://www.att.com	SVP/Director, IT Service Operations / Experience Management	Telecom enterprises run complex service operations and often pursue experience management and automation for high-volume support.
7	Vodafone	https://www.vodafone.com	Head of Service Operations Transformation / ITSM	Large multinational support ecosystem where AI automation and standardized service experience are strategic.
8	Unilever	https://www.unilever.com	Global Director, IT Service Management & Service Experience	Global enterprise with complex internal service delivery; likely invests in service quality and automation.
9	Shell	https://www.shell.com	Manager/Director, Service Desk & IT Operations Excellence	Enterprise-scale IT operations where ITIL-aligned practices and automation for reliability/service continuity matter.
10	JPMorgan Chase	https://www.jpmorganchase.com	Director, Service Desk & ITSM Governance / Automation	Financial services typically require strong governance, metrics, and automation controls across service operations.
11	American Express	https://www.americanexpress.com	Head of IT Service Management / Experience Operations	Major enterprise support and customer/employee experience initiatives align closely with the event’s themes.
12	Visa	https://usa.visa.com	Director, Enterprise IT Service Operations & Automation	Highly mission-critical enterprise service operations; likely to focus on AI-assisted workflows and service management maturity.
13	Procter & Gamble (P&G)	https://www.pginvestor.com	Global IT Service Delivery Lead / ITSM Process Owner	Consumer goods enterprises often manage large internal support organizations and seek continuous improvement and automation.
14	HSBC	https://www.hsbc.com	Head of IT Service Management / Customer/Employee Experience	Large global footprint and structured service governance make it a strong fit for ITIL and experience management topics.
15	Siemens	https://www.siemens.com	Director, IT Service Excellence / Automation	Industry-focused enterprise with distributed operations—typical driver for automation, portals, and consistent ITSM practices.
16	GE Aerospace	https://www.geaerospace.com	IT Operations Leader, Service Desk Transformation	Complex enterprise environments where service operations reliability and modernization are ongoing priorities.
17	Deloitte	https://www2.deloitte.com	Director, Service Operations / Experience Management	Professional services firms often run sophisticated internal service ecosystems and adopt automation for scale.
18	Citi	https://www.citi.com	Head of IT Service Desk / ITSM Transformation Program	Financial services alignment with metrics, governance, and modernization of enterprise service operations.
19	Roche	https://www.roche.com	IT Service Management Manager / Service Experience Lead	Healthcare/biopharma organizations prioritize reliable service operations and user experience for internal teams.
20	Salesforce	https://www.salesforce.com	VP/Director, Customer Support Experience & Automation (IT/Enterprise)	Strong internal alignment with service experience and AI-driven support approaches; relevant to service portals and metrics.

Top 5 starting priorities (if we need a quick outreach batch): ServiceNow, Microsoft, Amazon, IBM, AT&T. These categories map well to ITSM leadership, service portal experience, and AI automation initiatives.

5️⃣ Job profiles, industries & event type

Best job profiles to target

The official topics highlight AI, metrics, service portals, ITIL, experience management, and leadership best practices. That means job profiles should be selected around:

• IT Service Management (ITSM) leadership: Head of ITSM, Director ITSM, ITSM Program Manager, ITIL Process Owner
• Service Desk leadership: Service Desk Manager, Director Service Desk, Head of Support Operations
• Experience management: Customer Experience Lead, Employee Experience Lead, Experience Operations Manager
• AI/automation owners: Director Automation, AI Program Manager for Service Operations, Service Automation Lead
• Quality & metrics: Service Quality Manager, Performance/Operations Analytics Lead, Continuous Improvement Manager
• Knowledge & self-service: Knowledge Management Lead, Portal/Deflection Strategy Lead, Self-Service Program Owner
• Governance & transformation: Digital Transformation lead for IT operations, IT Operations Excellence leader
• Leadership track-adjacent roles: VP/Head of IT Service Excellence, Director of Service Transformation, GM of Service Operations

Industries that typically match the show themes

We recommend filtering industries using the event’s enterprise IT services relevance and the official themes (ITSM, experience management, AI automation). Strong matches include:

• Information Technology & Services (core ITSM buyers and transformation leaders)
• Computer Software (platform, automation, and service management ecosystems)
• Financial Services (high governance, strong service governance/metrics)
• Telecommunications (high-scale support and operations)
• Hospital & Health Care (service delivery reliability and internal support experiences)
• Logistics & Supply Chain (large enterprise support operations with shared services)
• Retail (high volume internal and external service needs)
• Oil & Energy (operational excellence and service management rigor)
• Utilities (service reliability and structured operational governance)
• Professional Training & Coaching (enablement, training programs for support teams)

Event type

The event is positioned as a conference plus expo for enterprise IT service and support, featuring conference tracks, keynotes, sessions, case studies, and expo hall activity. The event experience also emphasizes community, learning tracks, and implementation-oriented content.

6️⃣ Estimated attendance (expected total footfall)

The provided official source text includes: 50+ speakers, 60+ sessions & case studies, and 3 keynotes. However, it does not provide an explicit “expected attendance / expected footfall” figure in the excerpted official text.

Estimated total attendance: Not reliably specified in the provided official website content.

Operational takeaway: In many enterprise IT service events of this type, total footfall can vary substantially by year depending on expo partner participation and keynote pull. For buyer prioritization, we typically focus more on job-function relevance (ITSM, service desk, experience management, automation governance) than on total headcount alone.

7️⃣ Key focus areas & buyer engagement

The official conference messaging highlights these core learning and engagement themes:

Key focus areas (official alignment)

• AI automation for enterprise IT service management — applying AI responsibly, improving service operations, and scaling support effectiveness.
• ITIL-aligned practices — process maturity, service lifecycle, and operational discipline.
• Experience management — elevating experiences for customers and employees (a major differentiator vs “IT only”).
• Service portals and support access — improving how users find answers, submit requests, and get resolved quickly.
• Metrics and performance — measurement strategies, KPIs/OKRs, and outcome-driven service management.
• Leadership best practices — governance, operating model, and how service leaders build high-performing support teams.
• AI in Action tracks — practical use cases, implementation patterns, and operating considerations.

Best buyer engagement angles (what resonates)

• Outcome framing: “Reduce resolution time and improve customer/employee experience while maintaining governance.”
• Automation governance & responsible AI: “How service teams adopt AI safely, measure impact, and keep quality high.”
• Operational metrics: “How to instrument the service lifecycle and continuously improve service quality.”
• Self-service + portal effectiveness: “Deflection/containment with measurable experience gains.”
• ITIL process alignment: “Mapping automation to ITIL workflows and maintaining process maturity.”
• Enablement: “Training, certification, and change management for support teams adopting AI-assisted tools.”

8️⃣ Client-product fit note (please share client website to finalize “best buyers”)

We can recommend the best buyer segments and refine the “buyer-only” priority list based on your client’s exact offering and positioning. To do that correctly, we need your client website.

Please share: the client website URL (and ideally 1–2 lines on what the product does: AI/automation, ITSM tooling, service desk platform, portal experience, analytics, training/certification, or another category).

How we will align your client to the right buyers at this event

Once we review the client website, we will classify buyers into match tiers based on whether the product directly supports:

• AI automation in ITSM/service operations (best for AI program owners, service automation leads, and ITSM transformation teams)
• Service portals & self-service experience (best for portal owners, experience management leaders, and knowledge/self-service leads)
• ITIL/process maturity and governance (best for ITSM governance and ITIL process owners)
• Metrics/performance measurement (best for analytics, performance management, and continuous improvement roles)
• Training, enablement, and certification (best for support operations enablement leaders and service quality managers)
• Service desk operational efficiency (best for service desk management and support operations leadership)

Important: We will not assume fit without verifying the client’s actual product use cases, target customer type, deployment model, and core value proposition.

9️⃣ Industry suggestions using the event-relevant fit (from your industry list)

Using the industry list you provided, here are the most relevant industries to start with for buyer targeting for this specific conference theme:

• Information Technology & Services
• Computer Software
• Internet
• Financial Services
• Telecommunications
• Hospital & Health Care
• Logistics & Supply Chain
• Retail
• Oil & Energy
• Utilities
• Professional Training & Coaching
• Management Consulting (especially for transformation/program advisory around service operations)
• Outsourcing/Offshoring (managed support services and outsourced service desk ecosystems)
• Staffing & Recruiting (if your solution includes talent enablement, service roles scaling, or operational hiring)

Final recommendations (how we should proceed)

1. Use function-first targeting: ITSM, service desk, experience management, AI/automation, quality/metrics, and portal/self-service owners.
2. Prioritize buyer relevance over total attendance: because the event’s value is education + implementation for service operations leaders.
3. Send us your client website: once we review it, we will produce:
   • Best buyer match tiers (Top / Mid / Long-tail)
   • Refined “Best Title to Target” based on your exact solution category
   • A tighter buyer company shortlist aligned to your client’s ICP

Quick question for us (to finalize the best buyers for your client)

What is your client website URL, and what is the product category (AI automation, ITSM platform, experience management, service desk tooling, analytics/metrics, portal/self-service, training/enablement, or services)?