HDI Support World: Lessons From the Past, Plans for the Future — 2026 with Intention
This edition of HDI Support World blends personal wisdom with professional foresight, encouraging IT leaders to approach 2026 with clarity, strategy, and curiosity.
In a heartwarming and relevant story, Gil Brucken reflects on his 91-year-old father’s journey with technology—from resisting computers in the '90s to embracing them fully today. His message? Don’t delay learning AI out of fear or frustration. The best time to start experimenting is now.
Linda Lenox turns the spotlight toward intentional improvement in contact centers. Instead of New Year’s “resolutions” that fizzle by February, she recommends using the ITIL Continual Improvement Model to create lasting momentum in 2026. Her practical framework includes vision-setting, baselining, incremental goals, and long-term planning.
To close out the issue, Erica Marois shares fresh insights from HDI’s community of IT service and support leaders with her ITSM Predictions for 2026. With AI, automation, and service excellence top of mind, the contributors offer both encouragement and caution for navigating what's ahead.
Together, these pieces remind us that success in 2026 requires more than tools and trends—it demands perspective, planning, and people-first leadership.