Smarter Automation, Stronger Teams, and the Future of IT Support

This week's HDI SupportWorld focuses on an important message for IT service and support professionals: technology can help us work smarter, but only with the right processes, knowledge, and people behind it.

In "How Service Desks Can Use Automation and AI Without Automating Bad Processes," Glen Hoffmann reminds us that automation should improve service, not simply make existing problems happen faster. AI can help summarize incidents, recommend knowledge articles, and improve self-service, but it is only as effective as the information and processes supporting it. Organizations need to focus on meaningful outcomes, such as faster resolution times and improved customer satisfaction, rather than simply counting automated workflows. Human judgment also remains essential when handling exceptions and complex situations.

The newsletter also highlights the upcoming HDI Service & Support World: A Virtual Experience on December 9. This one-day event will bring together industry experts and practitioners to explore leadership, AI, knowledge management, and the trends expected to shape IT service and support in 2027. It is an opportunity to learn from others and prepare for what comes next.

Finally, HDI is celebrating the next generation of service and support leaders through its Rising Stars Spotlight. This year's recognition includes six emerging leaders making a difference in the industry. The first spotlight features Donald Ford, who shares his interest in advancing AI implementation within knowledge bases.

Together, these stories reinforce that the future of IT service and support is about more than technology. It's about improving how we work, developing future leaders, and making sure innovation creates real value for the people we support.