HDI SupportWorld News Recap: Elevating the Service Desk, Leadership, and Feedback Culture
June 2025 – In a powerful lineup of thought leadership articles and community highlights, HDI SupportWorld tackles some of the most urgent topics shaping today’s IT service management (ITSM) landscape.
Doug Tedder’s Bold Take on the Service Desk’s Future
In “How to Harness the Strategic Potential of Your Service Desk,” Doug Tedder pushes back on the growing trend of replacing service desks with AI alone. Tedder argues that while automation has its place, it can never replace the human elements that make service desks invaluable—empathy, nuanced problem-solving, and contextual understanding. He calls on IT leaders to reposition the service desk as a strategic asset that fuels business decisions with actionable user data, rather than treating it as a cost center.
Feedback That Fuels Real Improvement
Linda Lenox offers a practical guide in “5 Ways to Offer Meaningful Feedback,” urging service teams to move beyond generic satisfaction surveys. She advocates for targeted, actionable questions that identify gaps and opportunities. Her core message: when users see their feedback drives visible improvement, they become true partners in service excellence.
Celebrating Excellence: Liz Bunger’s Recognition
HDI shines a spotlight on Liz Bunger, recipient of the 2025 Best Local Chapter Officer award. Known for her dedication and community impact, Bunger’s leadership continues to strengthen HDI Local Chapters across the country. Her recognition is both a celebration and a call to action for peer-driven community leadership.
Growing Leaders from Within
Finally, Wilson Pardi Junior tackles the issue of IT leadership pipelines in “How to Create IT Leaders with Effective Talent Management.” He challenges organizations to stop relying on costly external hires and instead invest in sustainable talent development strategies. His message emphasizes long-term growth, leadership cultivation, and retention as the real competitive advantage.
From strategy to culture, SupportWorld continues to spotlight the people, practices, and purpose driving IT service management forward.