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. 🚀

President's Message...

with Laurie Lukken

Welcome to March! Spring is just around the corner, symbolizing new growth and the resilience of nature. As the days get warmer and longer, we see trees re-sprouting leaves and plants re-emerging after a long winter nap, allowing us to enjoy more time outdoors.

Much like nature, our HDI Local Chapters tend to hibernate during the colder winter months. However, as spring arrives, events begin to re-emerge, and new efforts are undertaken, bringing back the warmth and value that HDI provides to the local community. One of the exciting new initiatives kicking off this spring is our mentoring program. This members-only benefit connects you with leaders within the HDI local chapter community, offering guidance, skill development, and new perspectives within the service and support discipline. Our mentors, with their wealth of knowledge across multiple industries, are eager to help you grow and achieve your professional goals.

Membership in HDI Local Chapter offers numerous benefits, including attending events within your local chapter, access to virtual events held nationwide by other chapters, career advancement through networking, the opportunity to build lifetime connections, and discounts on HDI national conferences and training. For more information on how to become a member, please visit our HDI Local Chapter website.

I hope you all enjoy the special things March and spring have to offer, and I look forward to seeing the names and faces of new members.

Bytes and Banter - Latest Episodes Released!

In the latest episodes of Bytes and Banter, we explore leadership transformation, experience management, and the evolution of IT Service Management growing impact of XLAs in North America.

In Episode 13, Lisa Duerre, co-founder of RLD Group, shares her journey from a 25-year career in tech to founding a firm dedicated to preventing burnout and fostering high performance. She highlights the importance of psychological safety, leveraging strengths, and maintaining work-life balance while emphasizing the transformative power of gratitude and rest in leadership.

In Episode 14, Doug Rabold, North America XLA Institute Evangelist and long-time Disney enthusiast, discusses his career pivot from Sales to IT and how experience management is reshaping IT Service Management. He shares insights on shifting Service Desks from reactive to proactive support, delivering exceptional experiences, and the growing impact of XLAs in North America. Doug also previews the future of experience management and its role in elevating IT leadership in 2025.

Watch the episodes on YouTube: Bytes and Banter

Look for #BytesAndBanter on Apple Podcasts, Spotify and YouTube, or your favorite podcast player. Subscribe and stay updated with our latest episodes, where we delve into diverse topics and hear wonderful stories.

Participant to Partner: Elevating Employee Engagement

What's the key to unlocking your team's full potential?

Join us on March 11th, where N.J. Robinson will share how to get your team members to not just be participants, but to be passionate partners who are fully engaged.

N.J. will deep dive into how the following insights contribute to the success of your team meeting objectives:

1. accountable;
2. efficacy;
3. belonging; 
4. identification.

N.J. Robinson President, Hi-Tech Leadership LLC, is an accomplished Air Force Veteran, IT leader and dynamic speaker with over 20 years of experience in the technology and leadership space.

As the President of Hi-Tech Leadership LLC, a leadership development firm, N.J. is passionate about transforming Technical Experts into Expert leaders. His energetic keynotes, presentations, and workshops engage audiences with valuable insights and practical tools on leadership, employee experience, strategy, and effective communication.

He is a member of HDI’s Conference Advisory Board and an active volunteer with Merit America and StreetWise Partners, where N.J. provides career mentorship to underserved individuals in the Washington, D.C. area, guiding them toward professional success.

N.J. holds an M.B.A. from George Washington University and maintains PMP, Security+, and ITIL certifications. A dedicated fan of the Marvel Cinematic Universe, N.J. is also a proud husband to his high-school sweetheart, and together, they have four incredible sons.

Date: March 11. 2025

Time: 12:00 PM CT

Location: Virtual!

Register Here!

 From Legacy to Leading Edge: Life Time's SCCM and Intune Transformation

Learn how Life Time successfully migrated their infrastructure from Microsoft's Service Center Configuration Manager (SCCM) to their Intune product offering, featuring a happy hour after the presentation.

Agenda:
2:00 - 2:15 - Check in and networking
2:15 - 2:25 - Welcome
2:25 - 2:35 - Overview of the Life Time organization
2:35 - 3:20 -  Life Time’s journey of transitioning to SCCM and InTune
3:20 - 4:15 - Open discussion about AI
4:15 - 4:30 - Closing

Date: March 5, 2025

Time: 2:00-4:30 PM CT

Location: Life Time Corporate,  2900 Corporate Place, Chanhassen, MN 55317 with happy hour afterwards at the Burrow in Victoria (7999 Victoria Drive, Victoria, MN 55386)

Cost: Members, free!, Non-members: $20

Register Here!

First Friday Generative AI Meetup

We are thrilled to invite you to the Generative AI Monthly Meetup, to explore the latest trends, share insights, and connect with like-minded peers working with Generative AI tools and process. With so much changing so quickly we wanted to create a space where people could connect and learn from each other as we are all in different phases of exploration, testing and adoption. This is for informal discussion, sharing and learning together. Feel free to drop in and attend when you can!

Date: March 7, 2025

Time: 9:00 AM - 10:00 AM ET             

Location: Virtual!  

Cost: Free!

Register Here!

Introducing the Powers of Gen AI for Managers

Jamie Stannard is a seasoned leader in business transformation, technology enablement, and operational excellence, with a passion for helping managers leverage emerging technologies to drive efficiency and innovation. With over two decades of experience in business development, technical service management, and process optimization, Jamie has worked with organizations to streamline operations, enhance customer experiences, and implement cutting-edge solutions that deliver measurable results.

In his upcoming presentation, “Introducing the Power of GenAI for Managers,” Jamie will share what he has recently learned diving into working with Generative AI.  He will share how Generative AI is revolutionizing the way leaders make decisions, optimize workflows, and empower their teams. He will provide real-world insights, practical use cases, and actionable strategies that managers can implement immediately to improve productivity, automate repetitive tasks, and drive business success.

As a dynamic speaker and strategic consultant, Jamie is known for demystifying complex technology and making it accessible to business leaders. Whether you’re a seasoned executive or a first-time manager, this session will get our started exploring tools and building confidence to harness GenAI to enhance your leadership and operational impact.

Date: March 13, 2025

Time: 11:30-1:00 PM ET

Location: Virtual!

Register Here!

Panel Discussion: Meeting New Expectations for Service Management in the Age of Digital Narratives

Join us to learn about how to meet new expectations for service management in the age of digital natives.

LIVE at Milwaukee Tool Downtown Milwaukee.

Interact with visionary thought leadership at this panel discussion:

• Panelists from several Milwaukee area companies: stay tuned
• Milwaukee Tool giveaways
• Food and Drinks 
• Finish with a behind-the-scenes tour of the Milwaukee Tool facility 

Do you have a question you'd like our panelists to address? Click here to add your question(s)

Date: March 13, 2025

Time: 4:00-6:00 PM CT

Location: 551 N 5th St, Milwaukee, WI 53203

Cost: Free!

Register Here!

ITSM Summit!

Event Details

1. Welcome by Seattle HDI Chapter President

2. Keynote Speaker:  

   Terry Williams, CIO, Open Door Community Health - Keynote Speaker

    Topic:  A CIO’s IT Journey – Challenges & Change in Today’s Tech Landscape

3. Topic Speakers

     Prakash Nagarajan, CVP, Quadrant Technologies

     Topic:  The Impact of AI on ITSM in 2025 & Beyond

    Jeff Sommerfield, Knowledge Mgr/ITSM AI Chatbot, Pfizer

      Topic:  The Benefits of Knowledge(KCS) & Building a Knowledge-Driven Culture

 4. Panel Discussion

     Moderators:   Tony North & Lavina DSilva

     Panelist:          Terry Williams, Prakash Nagarajan, Jeff Sommerfield

5. Chapter Gift Raffle

6. Happy Hour by Seattle HDI

Date: March 13, 2025

Time: 3:00-5:00 PM PT

Location: Quadrant Technologies, 148th Ave NE Ste 250, Redmond, WA 98052

Cost: Free!

Register Here!

Generative AI Real-Life Use Cases

Generative AI is revolutionizing the IT service and support industry by enhancing efficiency, personalization, and problem resolution. It is widely used in creating intelligent virtual assistants and chatbots that provide 24/7 customer support, handle routine queries, and escalate complex issues to human agents. AI-driven tools can automatically generate responses to technical problems, create step-by-step troubleshooting guides, and even draft knowledge base articles for common issues. Generative AI also aids in software debugging by suggesting fixes and generating relevant code snippets, reducing downtime and accelerating development cycles. Additionally, it can predict potential system failures through anomaly detection and generate proactive maintenance plans, improving service reliability and customer satisfaction. Join our esteemed panelists to learn how they are using Generative AI in their everyday lives.

We want to make sure your questions about Generative AI are answered! If you have a specific question you'd like to have addressed, please submit them here and we'll do our best to get them added to the lineup for our panelists.  

Panelists: Matt Beran, Quinn Karley, and Jason Wischer

Monica Morrison (Moderator)  

Agenda

1:00 to 1:15 PM – Networking and Introduction
1:15 PM to 2:15 PM – Program
2:15 PM to 2:30 PM – Closing Remarks, Survey, Prize Drawing
2:30 PM – Event Ends

Date: March 21, 2025

Time: 1:00-2:30 PM ET

Location: Virtual!

Register Here!

Updates from HDI...Check out these great industry happenings!

Join Us This Year in Las Vegas!

May 18-22, 2025, MGM Grand - Las Vegas, NV

SupportWorld Live is headed to Las Vegas in 2025! If you want to stay ahead of the curve and learn about the latest trends in support and service management, then this is the conference for you. With inspiring keynotes and more practitioner-led case studies than ever, this conference is sure to educate and inspire you.

Brought to you by HDI—the leading events and services organization empowering the support and service management industry—SupportWorld Live unites attendees for a valuable and unforgettable experience. Covering the entire service and support industry and its people (from frontline analysts to CIOs), SupportWorld Live gives you several days in a welcoming community to solely focus on delivering smarter service and better business outcomes. 

Act now for best pricing! 

Want to save $400?  Become a member of HDI Local Chapters!  Complete the membership application here, then go here to find the promo code you need to get the $400 discount when registering (requires a login, so do this after you join!).  It's that easy!

Register Here!

SupportWorld - Top 3 Articles

Have you seen these most-read articles so far in 2025? 

How to Solve the Challenge of Onboarding New Employees

Level Up Your IT Career with the Skills That Matter Most

4 Essential Soft Skills for Every IT Support Professional

Leading the technical support field with tips and insights from experts around the globe, exclusive research, and strategies for all segments of the industry, HDI's SupportWorld helps you become the expert in technical support and service management. Get in the know - new articles are released every week!

Subscribe Here!

FREE!  Webinar - How to use Generative AI to Spring Clean Your Knowledge Base with Leslie O'Flahavan

Is your knowledge base (KB) struggling with outdated content and low user adoption?

You’re not alone. Maintaining an up-to-date knowledge base can be time-consuming, and getting people to use it often feels like an uphill battle.

In this webinar, Leslie O'Flahavan will show you how to use Generative AI to refresh outdated content and create articles that drive user engagement and adoption. You’ll walk away with best practices that save you time and ensure your KB articles stay relevant and helpful.

Learn how to:

• Improve and streamline existing KB content with AI
• Use GenAI to add signposts to articles: headings, numbered lists, structured steps
• Write effective prompts that produce helpful, user-friendly articles

Join us for this practical session packed with real-world examples and advice you can use immediately. Register now to save your spot! 

Leslie O’Flahavan, is the owner of E-WRITE, a writing training consultancy. She can help the most stubborn, inexperienced, or word-phobic employees at your organization improve their writing skills, so they can do their jobs better. She's led E-WRITE since 1996, and has tons of hands-on experience teaching customized writing courses for Fortune 500 companies, government agencies, and non-profit organizations in the U.S. and abroad. Leslie helps service and support professionals write better email, chat, social media, and text. A LinkedIn Learning instructor of six writing courses, one of her courses, Writing Customer Service Emails, has had 199,642 learners to date!

Date: March 25, 2025

Time: 1:00-2:00

Location: Virtual

Cost: Free!

Register Here!

Boost Efficiency and Energize Your Team!

HDI Consulting customer WBM Technologies enhanced their Service Desk by implementing HDI’s best practices—resulting in improved service quality, streamlined processes, and a boost in employee engagement from 79% to 92%.

Through HDI’s training, consulting, and community, they strengthened their competitive edge and drove measurable success.

Curious how they did it? Read the full case study here.

Let’s connect to discuss how HDI can help your team achieve similar results. When’s a good time to chat?

2025 Tech Jobs: What You Need to Know

Are you a job seeker looking to stay ahead in the tech industry in 2025? Robert Half’s Demand for Skilled Talent report can help you understand what companies are looking for and how to stand out as a candidate. The annual report provides a detailed snapshot of the current tech hiring landscape, pinpointing which roles and skills are in the highest demand. Read 2025 In-Demand Technology Roles and Hiring Trends for an overview of the report, providing you with the insights needed to target your job search effectively and stay competitive in the rapidly evolving tech market.

HDI CONNECT...Where Practitioners Go for Advice!

HDI Connect is the place where support and service management professionals come to expand their knowledge, advance their careers, and find a community that acts like a family. Joining the community is complimentary to you, but priceless to your career and organization!  Click here to sign up!  It's free!

WHY WE'RE HERE...WHAT WE DO

HDI Local Chapters primary mission focuses on elevating the service and support industry through our Local Chapter Network. These goals are accomplished by:

❖ Building a community where people are encouraged to form connections that span different career paths and levels of experience in the service and support industry.

❖ Providing quality communications, educational events, and sharing of best practices among members within the service and support community.

❖ Maintaining a relationship and working closely with HDI Corporate as a strategic partner.

JOIN HDI!

Connect - Learn - Succeed for one low annual membership fee $149 per year.  Students can join for the low price of $29 per year.  Click here to join!