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.

Read more here

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.

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.

AI Revolutionizes IT Service Desks: A Case Study on Efficiency and Problem-Solving

In the ever-evolving landscape of IT service management, artificial intelligence (AI) is proving to be a game-changer. A recent case study shared by Thomas Wilk in HDI SupportWorld highlights how AI dramatically improved his company’s service desk operations, enhancing efficiency and user experience.

Previously, employees struggled with a complex ticketing system that required navigating 19 different forms. The process was often confusing and frustrating, leading to inefficiencies in service resolution. The introduction of a new IT Service Management (ITSM) platform equipped with AI-driven analysis transformed the system. By consolidating submissions into a single form, AI now categorizes and prioritizes service requests automatically, while also providing detailed reporting insights.

Rather than replacing human staff, AI is streamlining routine categorization tasks, allowing IT teams to focus on resolving issues and enhancing service quality. This strategic implementation of AI underscores its potential to optimize workflows without diminishing the need for skilled IT professionals.

The State of Tech Support: Industry Survey Now Open

In a bid to gather valuable insights from IT support professionals, HDI SupportWorld has launched its annual State of Tech Support Survey, spearheaded by Daniel Thomas. The survey aims to explore critical industry challenges, including staffing shortages, training needs, process improvements, and compensation trends.

The collected data will be presented at SupportWorld Live 2025, scheduled for May at the MGM Grand in Las Vegas. IT professionals are encouraged to participate and contribute their perspectives to help shape the future of the industry.

Thought Leader Spotlight: Roy Atkinson

Industry expert and HDI Top 25 Thought Leader Roy Atkinson recently engaged in a thought-provoking LinkedIn Q&A, moderated by Erica Marois. Atkinson shared insights on leadership, mentorship, and even his dream guest list for a historical dinner party. His expertise continues to guide IT professionals navigating the complexities of modern service management.

AI in IT Support: A New Certification Opportunity

With AI becoming an integral part of IT operations, HDI has introduced the Artificial Intelligence in the Support Organization (AISO) certification. This program offers four comprehensive learning modules designed to help IT professionals develop AI-driven strategies, assemble effective project teams, and measure success through innovative KPIs. The certification transforms theoretical AI concepts into practical, actionable solutions for IT service teams.

Upcoming Events & Webinars

The SupportWorld Live 2025 conference, one of the industry’s premier events, will take place in Las Vegas from May 18-22, featuring expert panels, workshops, and networking opportunities.

Additionally, HDI is hosting a webinar on March 25, 2025, titled How to Use Generative AI to Spring Clean Your Knowledge Base. Presented by Leslie O’Flahavan, the session will focus on leveraging generative AI to refresh outdated content and boost user engagement.

As AI continues to revolutionize IT service management, professionals are urged to stay ahead of the curve by participating in training opportunities and engaging with thought leaders in the industry.

For more information and to register for upcoming events, visit HDI SupportWorld.  

Tech News: HDI’s Latest Insights on IT Career Growth, Workforce Engagement, and AI in Knowledge Management

The latest edition of HDI’s newsletter is packed with valuable insights for IT professionals looking to grow their careers, optimize service desks, and navigate workplace challenges.

Level Up Your IT Career With Lean Improvement

In his latest blog, IT service expert Randy Steinberg introduces the Lean Continual Service Improvement Program, a method that helps service desks eliminate inefficiencies and enhance productivity. By cutting non-value activities and focusing on meaningful improvements, IT teams can drive measurable results and gain greater organizational recognition.

Tackling Employee Disengagement in IT

Rocky McGuire sheds light on a growing issue—workforce disengagement. With U.S. employee engagement hitting a 10-year low, IT support leaders must rethink their strategies. The article explores three key solutions: linking performance metrics to a larger mission, practicing servant leadership, and fostering employee development through intentional career paths.

Spotlight on Thought Leader Teri Oropeza

This month’s Thought Leader Spotlight features Terri Oropeza, one of HDI’s Top 25 Thought Leaders. In an exclusive Q&A, she shares her top career advice: "Embrace learning. Remember what excites you. Take care of yourself."

Essential Reading for IT Support Pros

Looking for your next great read? HDI Connect members have shared their top book recommendations for IT professionals. Erica Marois has compiled a list of 19 must-reads to inspire learning and growth in the IT support industry.

Upcoming Webinar: Using AI to Improve Knowledge Bases

On March 25, 2025, communication expert Leslie O’Flahavan will host a webinar on how Generative AI can help IT teams refresh outdated knowledge base (KB) content and improve user adoption. Attendees will learn practical strategies to keep KB articles relevant, engaging, and time-efficient.

Upcoming Events & Training

HDI continues to provide career-boosting opportunities, including:

• ITIL® 4 Foundation – Accredited Training (Virtual Classroom)
• Experience Practitioner Course (Virtual Classroom)
• SupportWorld Live 2025 (MGM Grand, Las Vegas)

Stay ahead in the ever-evolving IT landscape with HDI’s latest insights, events, and training opportunities. 🚀