The latest edition of HDI Support World offers a timely snapshot of the changing landscape of IT support and service management in 2025. In “5 Insights from HDI’s ‘State of Tech Support in 2025’,” Jessica Levco unpacks key industry trends, including optimism about AI’s role in transforming—not replacing—jobs, and growing concerns around economic uncertainty and staff turnover. With 75% of support teams reporting attrition, the article underscores the importance of compensation, work-life balance, and employee recognition.
In “How I Became the Chief Human-in-the-Loop Officer,” Susan Smith makes a compelling case for putting people at the center of AI initiatives. She stresses that effective AI deployment begins with process clarity, clean data, and a strong knowledge base—not just tech enthusiasm.
For those focused on operational resilience, Randy Steinberg’s “6 Techniques to Get to the Root Cause of an IT Outage” equips service desks with proactive strategies to lead root cause analysis efforts and minimize disruptions.
Finally, readers are encouraged to shape the future of the field by contributing to the State of Service Management Survey, with results to be revealed at Service Management World this November.