Event Experiences

Find Support, Exchange Ideas, Build Lasting Relationships.

You spend your days striving to create the ultimate customer experience. Now we get to return the favor! This is your chance for face time with industry peers and enjoy experiences that are both career-enhancing and deeply personal. Whether catching up with valued contacts or meeting for the first time, prepare for productive discussions with bright, solutions-oriented peers….and a whole lotta fun.

Conference Party

Tuesday, November 15 | 7:00pm – 9:30pm

Join us for a Havana Nights-themed party – under the stars on the beautiful Grand Salon patio. Enjoy live music, cigar rolling, and bourbon tasting. This is your chance to mix and mingle while engaging in great conversation with your fellow service management professionals. Feel free to lean in to the theme with your attire! Fedoras and leis will be provided. The Service Management World conference party is always an attendee favorite. Be sure to come by and enjoy a special night of networking. We'll see you Tuesday!

Expo Hall

Monday, November 14 | 5:00pm – 6:30pm

Tuesday, November 15 | 1:30pm – 3:45pm AND 4:45pm – 6:00pm

Wednesday, November 16 | 1:30pm – 3:45pm

More than an Expo Hall, it’s your marketplace for exploring, discovering, and assessing new business partners, products, services, and technologies in all the categories critical to your success...all while enjoying fun, games, demos, refreshments, and networking.


Networking Receptions

Monday, November 14 | 5:00pm – 6:30pm

Tuesday, November 15 | 4:45pm – 6:00pm

Included with every conference pass, receptions are your chance to enjoy libations, nosh on appetizers, and mingle with your industry peers in a comfortable and relaxed environment. We’ll join together and raise a glass to all we've learned over the last few years, and toast what's ahead!

Solution Spotlight Sessions

Tuesday and Wednesday during Expo Hall Hours

The Expo Hall is an expansive area with a wide variety of solutions providers. It can be difficult to really dig in and engage with those who can help us succeed. That’s why we’ve set aside a special area where you can meet peers who share your challenges and watch customized product demos from top solution providers. Special thanks to the following sponsors, for keeping the learning going: ServiceNow, TOPdesk, and ManageEngine.

Networking Breakfasts & Lunches

Tuesday, November 15 | 7:30am – 8:30am, 12:30pm – 1:30pm

Wednesday, November 16 | 7:30am – 8:30am, 12:30pm – 1:30pm

Included in the cost of your conference pass are breakfast and lunch each day of the event. Not only is this a great chance to take a break between sessions, but it's also an opportunity to continue networking with peers! Grab a plate, grab a seat, and enjoy casual conversation with your tablemates.

Passport to Prizes

Wednesday, November 16 | 3:30pm – 3:45pm

Enter for a chance to win a number of great prizes donated by participating exhibitors! How to play? Head to the expo hall to collect your Passport to Prizes game card. Then, stop by each booth listed on the card to collect a stamp. Once you have all the required stamps, you can turn your card in for the drawing.

Golf Outing

Monday, November 14 | 9:00am


Join us for a round of golf at the Omni Resort at Championsgate’s premier 18-hole championship golf course designed by accomplished architect and golfer, Greg Norman! If you're looking to kick off the week with your team or meet some new friends, this is the perfect opportunity! Registration is required, and the cost is $125 per person.


Charging Lounge

Tuesday and Wednesday

Only one bar left, and don't have your charging cord handy? Not to worry! Head to our charging lounge, sponsored by HaloITSM. It's located right between Osceola E & D, so you can easily find it as you are heading in and out of sessions.

Coffee Breaks

Tuesday, November 15 | 3:30pm – 3:45pm

Wednesday, November 16 | 3:45pm – 4:00pm

What goes best with a cup of coffee? Another cup! Get your caffeine at one of our coffee breaks in the Grand Salon Foyer in the afternoon on Tuesday and Wednesday. Special thanks to our sponsors Manage Engine for a nice pick-me-up each afternoon!

Lunch-and-Learn Sessions

Tuesday and Wednesday

Make the most of your lunch break, by continuing to learn at one of our lunch-and-learn sessions! Grab your lunch and view the agenda to see the various options available to you, and head to a session that will most impact your operation. Speical thanks to our lunch-and-learn sponsors: Bright Pattern, Freshworks, Kelverion, and Splashtop.

View agenda.