HDI SupportWorld: Staying Calm Under Pressure, Measuring What Matters, and Learning Together
This week's HDI SupportWorld highlights three important lessons for IT service and support leaders: responding effectively during critical incidents, using meaningful metrics to improve change management, and continuing to learn from peers across the industry.
In the feature article, Susan Smith explains why high-pressure situations require discipline—not speed. Drawing parallels to pilots and surgeons, she argues that IT professionals should rely on proven processes instead of instinct during major incidents. Her S.L.O.W. Method encourages teams to Stop and assess, Look for impact, Own the communication, and Work the problem methodically. The approach helps teams remain calm, communicate effectively, and reduce mistakes when every second counts.
Next, Jared Van Doorn examines a metric that many organizations overlook: major incidents resulting from change. By tracking how often changes lead to significant outages—and distinguishing between standard, emergency, normal, and unscheduled changes—IT leaders gain valuable insight into the health of their change management process. A high ratio may indicate insufficient testing, poor planning, or gaps in governance. More importantly, this metric provides executives with a clear view of operational risk and accountability.
The newsletter also highlights the upcoming HDI & ICMI Idea Exchange series. Running from August through December, these interactive sessions combine expert presentations on topics such as artificial intelligence, goal setting, and the future of work with small-group discussions that encourage networking and knowledge sharing among peers.
Together, this week's issue reinforces that operational excellence comes from disciplined execution, meaningful performance measurement, and a commitment to continuous learning.