HDI SupportWorld: Intelligent Service, Leadership Gaps, and the State of Service in 2026
This week’s HDI SupportWorld newsletter confronts three urgent realities shaping service management today: the evolution of ITIL, a growing leadership crisis, and the operational strain facing IT teams in 2026.
In the lead article, Dawn Christine Simmons (Khan) introduces the concept of Intelligent Service under ITIL 5. Her argument is clear: customers don’t measure service in minutes — they measure it in trust and clarity. In this next evolution, tickets are no longer endpoints; they’re signals. Speed becomes confidence. AI removes noise so teams can focus on meaningful outcomes. With Gartner reporting that 91% of high-maturity service organizations have a dedicated AI leader, the question becomes not whether AI is coming — but whether your organization is structured to guide it.
Next, Peter McGarahan tackles what he calls the “rippling impact” of today’s leadership crisis. Gallup data shows historically low confidence in company leadership, and employee disengagement is rising. McGarahan argues that leadership isn’t complicated — people care when they feel cared for. The challenge isn’t simply bad leaders; it’s that organizations have deprioritized the human side of leadership.
Rounding out the issue, Erica Marois introduces HDI’s latest report: The State of Service Management in 2026. The findings highlight staffing shortages, mounting customer expectations, and anxiety around AI adoption. For leaders navigating change, the report offers data-driven insight into how service organizations are responding — and what strategies are gaining traction.
Together, this issue underscores a powerful theme: intelligent service requires intentional leadership, thoughtful AI integration, and a renewed focus on people.