supportworld

In this week’s edition of HDI Support World, readers are treated to a well-rounded collection of insights focused on the evolving IT landscape—spanning employee experience, leadership integrity, conference highlights, and career reflection.

Rethinking Employee Experience Beyond ITSM
Nancy Louisnord tackles the limitations of traditional IT service management in shaping employee experience. As AI-enhanced ITSM tools grow in complexity, many employees still struggle to get the help they need when they need it. Her solution? A unified digital “front door” where users can access support, HR services, and more—an opportunity for IT to move from issue resolution to experience transformation.

Leadership Lessons from an Unexpected Viral Moment
In “Jumbotron Leadership,” Rocky McGuire unpacks a PR crisis sparked by a split-second concert clip that went viral. The incident serves as a cautionary tale: leadership isn’t about prestige or funding—it's about character. McGuire draws three powerful lessons on humility, visibility, and integrity that resonate with tech leaders at every level.

Your Guide to Service Management World 2025
Planning to attend Service Management World this November in Orlando? HDI offers a handy cheat sheet featuring Kirk Weisler’s “Top 10 Can’t Miss Sessions.” From culture building to service strategy, these hand-picked sessions promise maximum impact—and readers can save $400 with code JOINUS.

Celebrating 25 Episodes of Tech Wisdom
Rounding out the issue is a milestone moment from the Bytes and Banter podcast team. To celebrate their 25th episode, the HDI Local Chapters podcast curated reflections from 24 past guests, each sharing the career advice they wish they’d known earlier. The result is a rich, honest, and inspiring collection of hard-earned wisdom for IT pros at every stage.

This week’s Support World issue reinforces HDI’s commitment to growth—on the job, in leadership, and across the service ecosystem.

In this week’s HDI Support World, readers are encouraged to elevate their IT service practices and careers with a proactive mindset and a focus on professional growth.

Thomas Lorentz outlines four practical strategies for strengthening Problem Management, emphasizing trend analysis, documentation, monitoring tools, and team training to help IT teams move from reactive firefighting to strategic resolution.

Matt Beran highlights the importance of “power skills”—like communication, empathy, and adaptability—as essential traits that go beyond technical expertise. These skills are what truly drive long-term IT career success.

Finally, it’s last call to nominate a Rising Star in IT support or service management. HDI urges the community to recognize emerging talent and help shape the future of the industry by submitting a nomination today.

This issue serves as both a practical guide and a call to action for IT professionals looking to grow, lead, and make a lasting impact.

HDI Highlights Emerging IT Trends and Innovations in Latest Newsletter

In its recent newsletter, HDI explores critical IT service management trends and innovations shaping the industry. Dawn Christine Simmons addresses the growing challenge of Shadow IT, emphasizing that it's not merely user rebellion but rather a rapid-response necessity when traditional IT solutions lag behind business needs. With 88% of cybersecurity risks stemming from organizational blind spots—and nearly half attributable directly to shadow IT—Simmons suggests that clarity, accountability, and empathy from IT teams can effectively mitigate these risks.

Erica Marois introduces HDI's Rising Stars program, aiming to spotlight early-career IT professionals who excel in collaboration, innovation, and continuous improvement. Recipients of this recognition will receive complimentary access to the upcoming Service Management World conference in Orlando, creating opportunities for professional growth and networking.

Lastly, Linda Lenox explores the intersection of Knowledge-Centered Service (KCS) frameworks and agentic AI. Lenox explains that organizations employing KCS principles can safely integrate AI, leveraging their internal knowledge bases as reliable sources to guide AI's functionality. By using AI to enhance and scale established processes, organizations can ensure accuracy, maintain oversight, and effectively manage the dynamic landscape of IT support.

The latest edition of HDI Support World offers a timely snapshot of the changing landscape of IT support and service management in 2025. In “5 Insights from HDI’s ‘State of Tech Support in 2025’,” Jessica Levco unpacks key industry trends, including optimism about AI’s role in transforming—not replacing—jobs, and growing concerns around economic uncertainty and staff turnover. With 75% of support teams reporting attrition, the article underscores the importance of compensation, work-life balance, and employee recognition.

In “How I Became the Chief Human-in-the-Loop Officer,” Susan Smith makes a compelling case for putting people at the center of AI initiatives. She stresses that effective AI deployment begins with process clarity, clean data, and a strong knowledge base—not just tech enthusiasm.

For those focused on operational resilience, Randy Steinberg’s “6 Techniques to Get to the Root Cause of an IT Outage” equips service desks with proactive strategies to lead root cause analysis efforts and minimize disruptions.

Finally, readers are encouraged to shape the future of the field by contributing to the State of Service Management Survey, with results to be revealed at Service Management World this November.

HDI SupportWorld is back with a fresh lineup of content for IT pros who want to grow, lead, and stay ahead of the curve—minus the fluff.

Metrics That Actually Help You Improve
In Metrics Without Fear: Empowering Analysts for Growth, Linda Lenox shifts the way we think about data. Instead of treating metrics like a report card, she encourages us to use them as a roadmap—something that helps you see what’s working, where to grow, and how to build confidence through feedback.

Practical Career Advice That Skips the Buzzwords
Tired of vague advice like “level up your career”? So is Ben Boyd. In his blog 3 Practical Ways to Advance Your IT Career, he offers real, actionable tips—like how embracing continuous learning can show initiative and open doors to new opportunities (both inside and outside your current role).

What Servant Leadership Really Looks Like
Rocky McGuire gets into the heart of people-first leadership in a video interview with Erica Marois. He talks about how servant leadership can transform teams and customer experiences—and he doesn’t sugarcoat the challenges that come with it. His advice? Worth listening to.

Thought Leader Spotlight: Michelle Major-Goldsmith
HDI also shines a light on Michelle Major-Goldsmith, one of their Top 25 Thought Leaders. One line from her stood out: “The world is more uncertain and interconnected than ever. Traditional, rigid leadership models no longer work. We need leaders to embrace adaptability.” Couldn’t agree more.

This kind of content is what makes HDI a go-to for support and service pros who want more than just the basics. And if you're looking to dive deeper, keep an eye on their upcoming SupportWorld Live Conference.

HDI SupportWorld News Recap: Elevating the Service Desk, Leadership, and Feedback Culture

June 2025 – In a powerful lineup of thought leadership articles and community highlights, HDI SupportWorld tackles some of the most urgent topics shaping today’s IT service management (ITSM) landscape.

Doug Tedder’s Bold Take on the Service Desk’s Future
In “How to Harness the Strategic Potential of Your Service Desk,” Doug Tedder pushes back on the growing trend of replacing service desks with AI alone. Tedder argues that while automation has its place, it can never replace the human elements that make service desks invaluable—empathy, nuanced problem-solving, and contextual understanding. He calls on IT leaders to reposition the service desk as a strategic asset that fuels business decisions with actionable user data, rather than treating it as a cost center.

Feedback That Fuels Real Improvement
Linda Lenox offers a practical guide in “5 Ways to Offer Meaningful Feedback,” urging service teams to move beyond generic satisfaction surveys. She advocates for targeted, actionable questions that identify gaps and opportunities. Her core message: when users see their feedback drives visible improvement, they become true partners in service excellence.

Celebrating Excellence: Liz Bunger’s Recognition
HDI shines a spotlight on Liz Bunger, recipient of the 2025 Best Local Chapter Officer award. Known for her dedication and community impact, Bunger’s leadership continues to strengthen HDI Local Chapters across the country. Her recognition is both a celebration and a call to action for peer-driven community leadership.

Growing Leaders from Within
Finally, Wilson Pardi Junior tackles the issue of IT leadership pipelines in “How to Create IT Leaders with Effective Talent Management.” He challenges organizations to stop relying on costly external hires and instead invest in sustainable talent development strategies. His message emphasizes long-term growth, leadership cultivation, and retention as the real competitive advantage.

From strategy to culture, SupportWorld continues to spotlight the people, practices, and purpose driving IT service management forward.

The latest edition of HDI SupportWorld delivers practical tools and insights to help tech support teams stay sharp, aligned, and future-ready.

🔹 Why Your Team Needs an RACI Matrix
In this featured article, Doug Tedder breaks down the power of the RACI Matrix in clarifying roles and avoiding confusion. By defining who is Responsible, Accountable, Consulted, and Informed for each task, teams can reduce overlap, increase accountability, and work more efficiently. The key takeaway? Every task should have only one Accountable person to ensure clear ownership.

🔹 The State of Tech Support in 2025
Daniel Thomas highlights findings from HDI’s “2025 State of Technical Support” report. The industry is being reshaped by generative AI, workforce instability, and shifting cultural expectations. Challenges include training complexity, tech overload, and a stronger focus on employee well-being. The report serves as a roadmap for navigating support trends in the year ahead.

🔹 SupportWorld Live Recap Video
Relive the energy of SupportWorld Live with Erica Marois’s recap video. Attendees reflect on standout sessions, meaningful connections, and key takeaways. Whether you were there or missed it, this video captures the spirit of the event and invites you to share your own highlights.

📍 HDI Local Chapters
Stay connected with your local HDI community for upcoming events, peer networking, and ongoing professional development.

This issue is packed with strategic insights and community moments to help support leaders and practitioners level up in 2025.

Last week's HDI Support World roundup challenges IT leaders to rethink the balance between efficiency and empathy in today’s support strategies. From Doug Tedder’s call to rehumanize “shift left” initiatives to a deeper look at Digital Employee Experience (DEX), the message is clear: great IT support starts with people.

1.  Rehumanizing the “Shift Left” Strategy
Doug Tedder urges IT teams to move beyond cost-cutting self-service tactics that frustrate users. Instead, he promotes Human-Centered Design (HCD), encouraging organizations to listen to their users, empathize with their needs, and co-create support solutions that actually work.

2. What Your Service Desk Needs to Know About DEX
Randy Steinberg introduces Digital Employee Experience (DEX) as a smarter support model that puts AI and automation to work—not to replace people, but to enhance the service journey. Fewer tickets, more proactive insights, and more time for IT to tackle complex challenges? That’s the DEX promise.

3. SupportWorld Live 2025: A Community Worth Joining
Erica Marois invites IT professionals to SupportWorld Live, taking place May 18–22 in Las Vegas. With a focus on fresh insights, career growth, and connection, this year’s event offers something for everyone. First-timer? Erica’s LinkedIn tips and welcoming sessions are designed just for you. Plus, use code COMMUNITY to save $400 on registration.

The Bottom Line:
Modern IT support is evolving. It’s not just about faster response times or reduced ticket volumes—it’s about creating meaningful, human experiences. Whether you’re reimagining self-service, adopting DEX, or joining the conversation at SupportWorld Live, the future of IT starts with empathy.

What’s Driving Effective IT Today? People, Processes, and Purpose

In the latest insights from HDI Support World, three powerful articles remind us that successful IT service delivery is about more than tools — it’s about people, process alignment, and thoughtful change.

✅ ITSM: The Heart of an Effective Service Desk
Service Desk teams aren’t just there to resolve tickets — they’re the frontline ambassadors of IT. As Linda Lenox points out, when these teams understand the why behind ITIL processes, they’re empowered to improve experiences, spot patterns, and drive real change. The takeaway? Invest in ITSM training and process clarity to help your people shine.

🔄 Change Management in a Digital World
Wilson Pardi Junior reminds us that digital transformation isn’t just about launching new tech — it’s about managing change well. Success takes clear communication, stakeholder buy-in, and steady monitoring, not quick top-down decisions. Transformation is a journey, not a switch to flip.

🚩 Why Digital Transformations Fail
Glen Hoffman offers a reality check: most transformation efforts stumble not because of the technology itself, but because of people and strategy gaps. Without a clear vision, cross-functional alignment, and flexible systems, fear and resistance take over. Lasting success requires a focus on culture, not just code.

Bottom line: Whether it’s your service desk, your processes, or your transformation plans — lead with purpose, invest in your people, and keep the bigger picture in focus.

Are We Missing the Moment in IT Leadership? Reflections from HDI SupportWorld

In the latest issue of HDI SupportWorld, several thought-provoking articles call attention to the crossroads we face in IT support, leadership, and innovation—particularly in how we prepare the next generation.

AI Avoidance: A Missed Learning Opportunity
In “AI Avoidance in Schools: Are We Failing the Next Generation of IT Leaders?”, Susan Smith shares an eye-opening moment from a high school business competition where students avoided AI tools—not because they didn’t want to use them, but because they were told not to. Her story raises an important question: Are we blocking innovation instead of teaching responsible use? For IT leaders unsure how to introduce AI, she recommends starting small, leveraging tools already in use, and showing how AI can complement—not replace—human skill.

Automation is Not Optional
Rocky McGuire’s article, “Why All IT Support Should Be Automated,” brings the urgency. With billions invested in AI startups and support expectations evolving, he argues that forward-thinking teams should champion automation as a way to reduce friction and improve service delivery. This isn’t just about keeping up—it’s about staying relevant.

Voices and Opportunities
We also hear from Kirk Weisler in a special video message about why SupportWorld Live is a can’t-miss experience for IT pros, packed with inspiration, case studies, and community. And if you’ve ever dreamed of sharing your own lessons learned, today’s the final day to submit a speaker proposal for Service Management World—a perfect stage to share your expertise.

As IT leaders, educators, and support professionals, we’re shaping the future of service and leadership. Let’s make sure we’re not just keeping up—we’re leading the way.

Building Resilient IT: People, Training, and Human-Centered Leadership

In today’s always-on, digitally dependent workplace, IT disruptions don’t just halt systems—they halt people. In the HDI SupportWorld update, thought leaders remind us that true resilience in IT means more than uptime and backups—it means investing in people, preparing teams, and rethinking what success really looks like.

Resilience Starts With People, Not Just Platforms

Nancy Louisnord’s article, Is Your IT Department Resilient?, offers a timely warning: the next big outage isn’t just a technical failure—it’s a human one if we’re not ready. Highlighting the 2023 Microsoft outage, she reminds us that relying on a single-vendor ecosystem can expose critical vulnerabilities. Smart IT leaders are now designing continuity strategies that prioritize people, ensuring teams can stay connected, supported, and productive—no matter what goes down.

Training is Not Optional—It’s a Strategy

In 4 Ways to Improve Your Training Program, Thomas Lorentz urges IT organizations to stop treating onboarding like a race. Rushed training leads to poor service and fast turnover. Instead, he champions thoughtful, structured learning—whether through live trainers or LMS platforms—that integrates culture, clarity, and capability. His advice is simple but powerful: train people well, and they’ll stick around and perform.

Doug Tedder: Bringing Humanity Back to IT

In Erica Marois’s LinkedIn spotlight, we meet HDI Top 25 Thought Leader Doug Tedder, who’s calling for a reset in how we approach service management. He critiques our obsession with procedures, technologies, and KPIs that don’t always serve a purpose. His message? Recenter IT around people. Context matters. Empathy matters. And IT should never forget the human side of the service experience.

HDI SupportWorld Live 2025: Let’s Talk About It in Vegas

These themes of resilience, learning, and human-centered service will converge at SupportWorld Live 2025, hosted at the MGM Grand in Las Vegas. Between training sessions like ITIL® 4 Foundation and Experience Practitioner, IT pros will gather to explore what’s next for our profession—and how we can build stronger, more supportive teams in an unpredictable world.

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In the latest edition of HDI SupportWorld, the spotlight is on navigating digital transformation, empowering IT teams, and preparing for key industry events.

In her article, Rachel Mulry explores the human side of digital transformation, emphasizing that success isn't just about tech — it’s about guiding employees through change. From clarifying objectives to celebrating milestones, Mulry offers actionable advice for leaders looking to inspire real, people-driven progress.

Daniel Guinto shares three simple but powerful ways to elevate your service desk in his latest LinkedIn post. By investing in training and fostering continuous skill growth, Guinto argues that organizations can’t afford not to support their teams.

Meanwhile, Roy Atkinson delivers his weekly tip on LinkedIn: be careful how you measure success. Overemphasis on a single metric can throw others off balance. Catch more of Atkinson’s wisdom at SupportWorld Live, taking place May 18–22 in Las Vegas.

And if you're ready to share your own insights, Erica Marois invites you to speak at Service Management World 2025, happening Nov. 16–20 in Orlando. Proposals are due by April 18 — the perfect chance to showcase your expertise in AI, knowledge management, and more.

Don’t miss out on the upcoming SupportWorld Live conference at the MGM Grand in Las Vegas, and check out HDI’s virtual training options like the Experience Practitioner course.

Stay ahead of the curve with the latest from HDI — because transformation begins with you.

The newest edition of HDI SupportWorld brings a refreshing take on the world of IT support, showcasing how innovation, playfulness, and people-first thinking are transforming the industry.

💡 Making IT Fun: Why Playfulness Matters in Tech Teams
In the featured article, Matt Beran flips the script on traditional IT culture. Instead of sticking to the same old compliance-focused routines, he makes the case for curiosity, collaboration, and gamification. It’s a call to create “safe-to-fail” environments where innovation thrives and tech teams feel energized and engaged.

🎥 Thought Leader Spotlight: Sarah Nicastro
In a must-watch video, Erica Marois interviews Sarah Nicastro, one of HDI’s Top 25 Thought Leaders. Sarah shares her bold vision for service management’s future and her mission to deliver high-impact content for field service professionals. Her insight is both inspiring and actionable—don’t forget to connect with her on LinkedIn!

🎙️ Bytes & Banter Podcast: Doug Rabold
Jessica Levco hosts Doug Rabold, North America XLA Institute Evangelist, in a podcast episode that dives into the evolution of service desks. Doug explains how focusing on experience management is reshaping IT leadership—and why it's a trend to watch in 2025. You can also catch Doug live at SupportWorld Live in Las Vegas this May.

🧠 Upcoming Webinar: Using Generative AI to Clean Up Your Knowledge Base
On March 25, Leslie O’Flahavan will lead a practical webinar on how to revitalize your knowledge base using Generative AI. Learn how to refresh outdated content, improve adoption, and deliver smarter, more useful KB articles. Real-world tips, examples, and time-saving strategies await!

📅 Mark Your Calendars
From the Experience Practitioner Training Course to the ITIL® 4 Foundation class, and the can’t-miss SupportWorld Live 2025 Conference at MGM Grand in Las Vegas—HDI has a packed schedule designed to empower and elevate IT professionals.

Want to stay ahead in service and support? This edition of SupportWorld is your roadmap.