HDI Support World Highlights Trust, Empathy, and Leadership in IT Service Management
This week’s edition of HDI Support World delivers timely insights into the evolving dynamics of IT service and support—focusing on building trustworthy change processes, navigating remote support challenges, and recognizing standout industry leaders.
In the lead article, Matt Beran reframes Change and Release Management as more than a compliance exercise. He argues that true change enablement is about making it easier for people to do the right thing—and building systems that users trust enough to engage with. Success, Beran notes, isn’t measured by how many approvals are checked off, but by whether the process drives real improvement.
Next, Susan Smith examines the emotional and operational disconnects in remote IT support. In a landscape where users can’t see their IT teams and staff struggle to interpret tone via chat or email, she calls for a reimagining of support as a mutual partnership—fueled by empathy, proactive communication, and shared accountability.
Finally, HDI announces that nominations are open for the 2026 Top 25 Thought Leaders in IT Service and Support. This year introduces a new honor: the HDI Hall of Fame, recognizing those who’ve made the list five or more times. Nominations are due by December 12, giving the community an opportunity to celebrate individuals who are shaping the future of the profession.
This newsletter offers a clear reminder: effective IT service isn’t just about process—it’s about people, trust, and leadership.