HDI SupportWorld: Practical AI, Service Desk Transformation, and Leadership That Lasts
This week’s HDI SupportWorld newsletter highlights a common thread across service management success stories: thoughtful planning beats chasing the latest trend.
In the lead article, Gil Brucken shares the next phase of his organization’s AI journey. Rather than rushing to deploy new tools, he emphasizes the importance of auditing incident history, identifying repeatable processes, confirming system integrations, and securing buy-in from security and legal teams. His approach serves as a reminder that successful automation starts with strong governance and realistic expectations—not vendor promises.
The newsletter also features an inspiring transformation story from Power Design Inc. When Josh Nelson joined the organization in 2019, the service desk lacked basic processes, meaningful service levels, and reliable reporting. Today, the team handles significantly fewer tickets—not because demand decreased, but because proactive problem-solving prevents issues before they become incidents. Their journey demonstrates the impact of moving from reactive support to proactive service management.
Leadership excellence is also celebrated through Janice Smith, recipient of HDI’s 2026 Best Service & Support Manager award. Her governance-first approach to AI focused on strengthening knowledge management and content processes before implementing generative AI capabilities. That deliberate foundation now supports more than 1,700 employees and serves as a model for responsible innovation.
Finally, Erica Marois highlights the value of joining an HDI local chapter. Beyond discounts and educational opportunities, members consistently point to the relationships and peer connections as the greatest benefit—creating a trusted community of professionals who understand the unique challenges of service and support work.
Together, these stories reinforce a simple but powerful lesson: lasting success comes from thoughtful planning, strong foundations, and investing in people.