HDI SupportWorld: Rethinking Metrics, Modernizing Service Desks, and Rebuilding Community
This week’s HDI SupportWorld newsletter challenges IT leaders to rethink what success looks like in service management—while also highlighting the importance of community and organizational evolution.
In the lead article, Doug Tedder argues that many traditional service desk metrics are becoming increasingly disconnected from reality. Metrics like ticket counts and resolution times may measure operational activity, but they don’t necessarily reflect the actual experience of the person needing support. As AI resolves more issues without creating tickets, Tedder believes organizations must shift toward measuring employee experience, business outcomes, and consumer happiness instead of relying solely on operational dashboards.
Next, Jessica Levco shares the story of how the University of Notre Dame transformed its long-standing Help Desk into a modern service desk capable of supporting a highly decentralized IT environment. While the original help desk was well-loved, growing complexity across students, faculty, and departments required a broader strategic approach. The session at HDI Service & Support World highlighted how evolving from reactive support to integrated service delivery helped create a function the university now depends on daily.
Finally, Erica Marois encourages professionals to stay connected beyond conferences by engaging with local HDI chapters. For many attendees leaving Las Vegas, the challenge isn’t finding information—it’s maintaining the relationships and shared learning that make the HDI community valuable. Local chapters provide opportunities for networking, career development, and ongoing collaboration throughout the year.
Together, these stories reinforce an important theme: modern service management requires better measures of success, stronger organizational alignment, and meaningful professional community.