HDI SupportWorld: Choosing the Right Stage, Shifting Leadership Mindsets, and Developing the Next Generation
This week’s HDI SupportWorld newsletter focuses on intentional growth—where you learn, how you lead, and who you’re becoming as a service professional.
In the feature article, Jessica Levco challenges ITSM professionals to be more discerning about conference choices in 2026. Not all industry events are built the same. User group conferences often center around specific platforms, and consulting firm events can function primarily as lead-generation tools. In contrast, HDI Service & Support World positions itself as vendor-neutral and practitioner-driven—designed to foster real conversations about what’s actually working in service and support today. The event takes place May 3–7 in Las Vegas.
Leadership mindset takes center stage in Varun Sharma’s thought-provoking piece. He argues that the greatest barrier to service desk performance isn’t technology—it’s the narrative leaders reinforce. When teams are told to “clear the queue,” they optimize for speed. When leaders speak about purpose, clarity, and impact, performance transforms. High-performing teams begin with intentional language.
Finally, Erica Marois introduces the HDI Future Leaders Collective, a cohort-based leadership development program for professionals under 40 preparing for senior roles. The program offers mentorship, curated conference experiences, and a voice in shaping future HDI initiatives. Applications are open through February 20.
Together, this issue emphasizes a powerful theme: where you invest your time, how you frame your leadership, and how you grow your future leaders all shape the trajectory of service excellence.