HDI Support World: Breaking Silos, Building Strategy & Preparing for the Future of IT Support
This week’s HDI Support World newsletter is a powerhouse collection of top-read content for 2025, spotlighting leadership shifts, AI innovation, and the human skills that still matter most.
In the lead article, Linda Lenox challenges the traditional image of the “go-to hero” in the service desk. While it feels great to have that one person who always saves the day, it becomes dangerous when knowledge is hoarded instead of shared. Her message: the real heroes are the ones who document, collaborate, and uplift the team—not those who keep answers to themselves.
Doug Tedder continues the countdown of top articles with a compelling piece on rethinking the service desk as a strategic partner. Often viewed as a reactive function, the support center can actually play a key role in connecting IT to business outcomes—especially when data from support interactions is brought into executive decision-making.
In the #2 spot, Rocky McGuire explores the future of Agentic AI—intelligent systems that go beyond chatbots to take autonomous action. With Gartner predicting 33% of enterprise software will include Agentic AI by 2028, now is the time to start planning for this emerging capability, which could automate 15% of day-to-day work decisions.
Finally, HDI’s most popular article of the year comes from Thomas Lorentz, who outlines the four essential soft skills every IT support pro needs to succeed. As AI continues to grow, the most future-proof professionals will be those who master curiosity, communication, adaptability, and lifelong learning—the real differentiators in an automated world.
From culture change to AI evolution, this issue is packed with insights for IT professionals who want to stay human, stay strategic, and stay ahead.