From Asset Management to AI: Practical Lessons for Better IT Service

This week’s HDI SupportWorld reminds us that improving IT service doesn’t always require a complicated approach. Sometimes the best lessons come from trying something new, focusing on the basics, and learning from others.

Matt Beran takes a creative look at Hardware Asset Management through his experience building video games about asset management. His experience reinforces some of the fundamentals of good HAM: reliable data, cleaner audits, and fewer surprises. It’s a great reminder that strong processes and accurate information are still at the heart of effective IT management.

Rachel Mulry shifts the conversation to AI and encourages organizations to find the right balance when developing an AI strategy. Rather than rushing to adopt AI simply because it is available, organizations should first look at workforce readiness, data quality, and the actual problem they are trying to solve. Successful AI adoption should be intentional, measurable, and tied to real business needs.

Finally, HDI and ICMI are bringing the community together for a September Idea Exchange focused on real-world AI. The “AI Show & Tell: Real-World Hack Swap” will give support professionals an opportunity to share the prompts, workflows, automations, tips, and tricks they are already using.

Across all three topics, there’s a common theme: start with the problem, get the fundamentals right, and learn from each other. Whether we’re talking about asset management or artificial intelligence, technology delivers the most value when it helps us work smarter and provide better service.