HDI Support World: From AI Frustrations to Service Management Inspiration
This week’s HDI Support World newsletter tackles a big problem in tech communication, celebrates diverse career paths, and invites service management professionals to step up, speak out, and grow.
Linda Lenox opens with a thought-provoking look at the disconnect between people and AI. While developers focus on making AI systems sound more human, most users still don’t know how to talk to them—thanks to decades of frustrating IVRs (interactive voice response systems). The result? Impatient users, overwhelmed agents, and stunted AI adoption. The fix isn’t just better bots—it’s better expectations and user education.
In the Speaker Call for SupportWorld Live 2026, Erica Marois invites IT professionals to submit proposals for panels, workshops, and sessions. If you’ve got a case study, bold idea, or career insight to share, the deadline is October 10.
Rina Brahmbhatt takes center stage in the latest podcast episode, where she shares her journey from UK post office worker to global ITSM expert. Drawing on her new book The ITSM Playbook®, she reminds listeners that relationships matter more than rigid frameworks and that value delivery is the heart of ITSM.
To top it off, HDI shares a curated list of 27 books, TED Talks, and podcasts to fuel your service management journey—covering topics from leadership to innovation. It’s the perfect resource for your fall reading (or listening) list.
From real talk on AI to real stories in ITSM, this issue encourages professionals to keep learning, keep sharing, and keep growing.