HDI SupportWorld: Intelligent Service, Leadership Gaps, and the State of Service in 2026

This week’s HDI SupportWorld newsletter confronts three urgent realities shaping service management today: the evolution of ITIL, a growing leadership crisis, and the operational strain facing IT teams in 2026.

In the lead article, Dawn Christine Simmons (Khan) introduces the concept of Intelligent Service under ITIL 5. Her argument is clear: customers don’t measure service in minutes — they measure it in trust and clarity. In this next evolution, tickets are no longer endpoints; they’re signals. Speed becomes confidence. AI removes noise so teams can focus on meaningful outcomes. With Gartner reporting that 91% of high-maturity service organizations have a dedicated AI leader, the question becomes not whether AI is coming — but whether your organization is structured to guide it.

Next, Peter McGarahan tackles what he calls the “rippling impact” of today’s leadership crisis. Gallup data shows historically low confidence in company leadership, and employee disengagement is rising. McGarahan argues that leadership isn’t complicated — people care when they feel cared for. The challenge isn’t simply bad leaders; it’s that organizations have deprioritized the human side of leadership.

Rounding out the issue, Erica Marois introduces HDI’s latest report: The State of Service Management in 2026. The findings highlight staffing shortages, mounting customer expectations, and anxiety around AI adoption. For leaders navigating change, the report offers data-driven insight into how service organizations are responding — and what strategies are gaining traction.

Together, this issue underscores a powerful theme: intelligent service requires intentional leadership, thoughtful AI integration, and a renewed focus on people.

HDI SupportWorld: Choosing the Right Stage, Shifting Leadership Mindsets, and Developing the Next Generation

This week’s HDI SupportWorld newsletter focuses on intentional growth—where you learn, how you lead, and who you’re becoming as a service professional.

In the feature article, Jessica Levco challenges ITSM professionals to be more discerning about conference choices in 2026. Not all industry events are built the same. User group conferences often center around specific platforms, and consulting firm events can function primarily as lead-generation tools. In contrast, HDI Service & Support World positions itself as vendor-neutral and practitioner-driven—designed to foster real conversations about what’s actually working in service and support today. The event takes place May 3–7 in Las Vegas.

Leadership mindset takes center stage in Varun Sharma’s thought-provoking piece. He argues that the greatest barrier to service desk performance isn’t technology—it’s the narrative leaders reinforce. When teams are told to “clear the queue,” they optimize for speed. When leaders speak about purpose, clarity, and impact, performance transforms. High-performing teams begin with intentional language.

Finally, Erica Marois introduces the HDI Future Leaders Collective, a cohort-based leadership development program for professionals under 40 preparing for senior roles. The program offers mentorship, curated conference experiences, and a voice in shaping future HDI initiatives. Applications are open through February 20.

Together, this issue emphasizes a powerful theme: where you invest your time, how you frame your leadership, and how you grow your future leaders all shape the trajectory of service excellence.

HDI Support World: AI Adoption, Intentional Growth, and Celebrating Service Excellence in 2026

This week’s HDI Support World newsletter focuses on one clear theme: sustainable transformation requires intention, culture, and courage.

In the lead article, Rachel Mulry challenges traditional approaches to AI training. AI isn’t a tool you master through a user manual—it demands experimentation, iteration, and curiosity. Instead of isolated training sessions with fake scenarios, she recommends letting teams apply AI directly to their real work and learn together as a cohort. Most importantly, leaders must reinforce that AI enhances human judgment—it doesn’t replace it.

Linda Lenox continues the conversation about intentional growth in her article on building a world-class support team in 2026. She explains why most New Year’s resolutions fail—not due to ambition, but lack of execution discipline. Using the ITIL Continual Improvement Model, she outlines a framework for sustained transformation. True improvement means making this year’s gains the baseline for next year’s growth.

Culture also takes center stage with the upcoming HDI & ICMI Idea Exchange, hosted by Nate Brown on February 20. The session will explore how purpose and belonging—not perks—create real engagement and morale.

Finally, HDI proudly introduces the 2026 Global Service and Support Awards Finalists, honoring leaders and teams driving customer experience and operational excellence. Winners will be announced at HDI Service & Support World in Las Vegas this May.

From AI adoption to culture-building to celebrating excellence, this issue reinforces that meaningful progress comes from deliberate leadership.

HDI Support World: Excellence, Intention, and the Human Side of Service Leadership

This week’s HDI Support World newsletter brings service leadership back to its roots—people, purpose, and presence—with timely insights on culture, intentional design, and authentic leadership.

In the opening article, Nora Osman reframes how we think about excellence in service management. Her message is clear: excellence isn’t defined by frameworks, SLAs, or metrics alone—it’s a brand shaped by how frontline teams feel. When organizations actively reduce emotional fatigue and create supportive environments, service quality improves naturally and sustainably.

Susan Smith continues the people-first theme by urging leaders to practice intentional service leadership. Too often, teams focus on closing tickets without asking whether they’re solving the right problems. Smith challenges leaders to pause and reflect: Was this outcome designed—or did it just happen? Intentionally designed service not only improves customer outcomes but also protects analysts from burnout.

The issue also features an inspiring Bytes and Banter podcast episode with Sarah Caminiti, who shares how a single community post unexpectedly launched her journey into CX leadership advocacy. In conversation with Rocky McGuire, Caminiti discusses strategic vulnerability, interviewing companies back during hiring, and why being honest about not being at 100% can actually strengthen trust and culture.

Finally, HDI launches a new Thought Leader Spotlight series, following the announcement of the Top 25 Thought Leaders of 2026 and the inaugural Hall of Fame inductees. The first spotlight features Jeffrey Rumburg, who calls attention to a critical blind spot he believes many IT support leaders are underestimating today.

Together, these stories reinforce a powerful truth: great service leadership is intentional, human, and deeply connected to how people experience work every day.

HDI Support World: Facing Escalations, AI Chaos & Cultivating Future Leaders

This issue of HDI Support World dives into the high-stakes reality of service management in 2026—where AI is rapidly taking the wheel, escalations are on the rise, and a new generation of leaders is preparing to shape the future.

In the lead article, Dawn Christine Simmons (Khan) urges service leaders to treat Agentic AI with urgency and intention. With 75% of employees now using AI, a lack of governance, poor data quality, and missing controls could lead to canceled projects and business chaos. She recommends a 30-day pilot on a high-volume service—measurable outcomes only.

Mike Hanson tackles the escalation epidemic, noting that 20–30% of service tickets are reaching higher tiers unnecessarily. He breaks down how one SaaS company traced nearly half of its escalations to just three knowledge gaps—and how others can reduce pressure with smarter routing, training, and policy reform.

Meanwhile, Erica Marois unveils the Future Leaders Collective, a cohort-based development program for IT pros under 40. Designed for those aiming for senior leadership, the initiative includes mentorship, curated experiences at Service & Support World, bi-monthly cohort calls, and more—applications are open until February 20.

This issue doesn’t just highlight problems—it offers pilots, playbooks, and pathways for transformation.

HDI Support World: Kickstart 2026 with Insight, Inspiration, and Impact

As 2026 kicks off, this issue of HDI Support World brings together essential tools, ideas, and voices to help IT service and support professionals thrive in the year ahead.

Matt Beran shares a curated list of books and courses designed to spark systems thinking, strengthen leadership judgment, and balance human experience with practical execution—ideal for those looking to sharpen their edge beyond checklists and frameworks.

Next, Rocky McGuire lays out three vital ingredients for navigating the world of Agentic AI. His advice? Center the workforce, demand vendor accountability, and bake in governance and security from the start.

In celebration of bold leadership, Erica Marois announces the 2026 HDI Top 25 Thought Leaders—visionaries recognized for shaping the future of IT support. This year also introduces the HDI Thought Leaders Hall of Fame, honoring those who’ve consistently made a lasting impact on the industry.

Rounding out the issue is an upcoming HDI & ICMI Idea Exchange hosted by Nate Brown. The Feb. 20 session will explore what truly fosters purpose, belonging, and engagement at work—going far beyond what employee surveys can reveal.

Whether you’re focused on people, process, or personal growth, this issue equips you to lead with purpose in 2026.

HDI Support World: Lessons From the Past, Plans for the Future — 2026 with Intention

This edition of HDI Support World blends personal wisdom with professional foresight, encouraging IT leaders to approach 2026 with clarity, strategy, and curiosity.

In a heartwarming and relevant story, Gil Brucken reflects on his 91-year-old father’s journey with technology—from resisting computers in the '90s to embracing them fully today. His message? Don’t delay learning AI out of fear or frustration. The best time to start experimenting is now.

Linda Lenox turns the spotlight toward intentional improvement in contact centers. Instead of New Year’s “resolutions” that fizzle by February, she recommends using the ITIL Continual Improvement Model to create lasting momentum in 2026. Her practical framework includes vision-setting, baselining, incremental goals, and long-term planning.

To close out the issue, Erica Marois shares fresh insights from HDI’s community of IT service and support leaders with her ITSM Predictions for 2026. With AI, automation, and service excellence top of mind, the contributors offer both encouragement and caution for navigating what's ahead.

Together, these pieces remind us that success in 2026 requires more than tools and trends—it demands perspective, planning, and people-first leadership.

HDI Support World: Facing the Truth About 2026 — Trends, Transparency, and the Voices Leading the Way

The latest edition of HDI Support World kicks off 2026 with a strong mix of realism, insight, and community. From urgent trends and transparent AI leadership to empowering contributors and building influence, this issue calls service leaders to think deeper—and act with purpose.

Matt Beran leads with a no-nonsense take on 2026 service management trends that can’t be ignored anymore. While the hype cycle has been exhausting, Beran argues that this is the year to confront real challenges—economic pressure, AI adoption, tech debt, and outdated processes. To lead effectively in 2026, organizations must prioritize resilience, team well-being, and sustainable service delivery.

In a powerful follow-up, Dawn Christine Simmons (Khan) writes that the real risk to your AI strategy isn’t tech—it’s silence. The best tools won’t matter if leadership fails to communicate openly about what’s changing, what’s not, and how employees can evolve alongside automation. Transparency is now a leadership requirement, not a bonus.

HDI also proudly unveils its list of 2026 Featured Contributors, a diverse lineup of practitioners and thought leaders who will shape conversations across five key topic areas. These contributors will provide fresh perspectives all year long, helping to elevate service excellence and spark new ideas.

Finally, registration is open for the next HDI & ICMI Idea Exchange, featuring Vicki Brackett of Knowledgely™, who will lead a free webinar on how to expand your influence and get buy-in across your organization. The session takes place on January 16 from 11:30 a.m. – 12:30 p.m. ET and is designed for anyone who’s felt stuck getting their ideas across the finish line.

With candid insight, strong voices, and practical opportunities to grow, this issue sets the tone for a bold and impactful 2026 in service management.

HDI Support World: Breaking Silos, Building Strategy & Preparing for the Future of IT Support

This week’s HDI Support World newsletter is a powerhouse collection of top-read content for 2025, spotlighting leadership shifts, AI innovation, and the human skills that still matter most.

In the lead article, Linda Lenox challenges the traditional image of the “go-to hero” in the service desk. While it feels great to have that one person who always saves the day, it becomes dangerous when knowledge is hoarded instead of shared. Her message: the real heroes are the ones who document, collaborate, and uplift the team—not those who keep answers to themselves.

Doug Tedder continues the countdown of top articles with a compelling piece on rethinking the service desk as a strategic partner. Often viewed as a reactive function, the support center can actually play a key role in connecting IT to business outcomes—especially when data from support interactions is brought into executive decision-making.

In the #2 spot, Rocky McGuire explores the future of Agentic AI—intelligent systems that go beyond chatbots to take autonomous action. With Gartner predicting 33% of enterprise software will include Agentic AI by 2028, now is the time to start planning for this emerging capability, which could automate 15% of day-to-day work decisions.

Finally, HDI’s most popular article of the year comes from Thomas Lorentz, who outlines the four essential soft skills every IT support pro needs to succeed. As AI continues to grow, the most future-proof professionals will be those who master curiosity, communication, adaptability, and lifelong learning—the real differentiators in an automated world.

From culture change to AI evolution, this issue is packed with insights for IT professionals who want to stay human, stay strategic, and stay ahead.

HDI Support World: Mindset Shifts, Power Skills, and the Tools (and Voices) Shaping 2026

This week’s HDI Support World newsletter is all about preparing for 2026 with intention—starting with the right mindset, skills, and strategy.

In the feature article, Rachel Mulry reminds us that goals and strategies are just noise if your team’s mindset isn’t aligned with behavior. As tech leaders navigate new landscapes—especially with AI and remote work on the rise—soft skills like empathy, connection, and curiosity aren’t optional anymore. They’re essential for building a healthy organizational identity and achieving what’s next.

HDI also announced a final call for speaker proposals for HDI Service & Support World in Las Vegas. If you’ve got a compelling case study, a bold idea, or a panel you’d love to lead, submit your proposal by December 17. Selected speakers receive a free conference pass, industry recognition, and premium networking access.

As HDI continues its countdown of the most-read articles of the year, Matt Beran’s piece on “Power Skills” lands at No. 5. He challenges the idea that communication, adaptability, and empathy are “soft.” Instead, they’re the “glue” that holds IT teams together—especially when translating complexity, resolving conflict, and managing pressure.

Coming in at No. 4, Beran also offers a fresh perspective on IT asset tracking. Rather than building endless lists, organizations should ask the more strategic question: “Why are we tracking this?” With finance, security, and ops teams often competing for ownership, success starts with clarity of purpose.

From mindset to measurement, this week’s newsletter offers practical, people-centered insights for IT and service management professionals looking to lead with more intention in the year ahead.

HDI Support World: Budget Smarts, Strategic Thinking & Black Friday Deals for IT Pros

This week’s HDI Support World newsletter offers practical insight for service desk leaders tackling year-end planning—plus a timely reminder to invest in professional development before the clock runs out.

In the lead article, Gil Brucken delivers 6 budget planning tips for service desk leaders preparing for the upcoming fiscal year. With payroll being the hardest line item to justify, Brucken encourages teams to bring more than just numbers to the table—he advises pairing data, creativity, and strategic storytelling to demonstrate clear ROI. The goal: build a case that aligns budget asks with business value.

Meanwhile, Ginette Andre reminds readers that HDI’s Black Friday Sale is in full swing—offering 15% off all online and virtual training courses with the code HDIBLACK15 (valid through Dec. 5). It’s a smart opportunity to use leftover 2025 budget or jumpstart 2026 development goals.

Also featured in HDI’s "Best of 2025" countdown is an article from Linda Lenox, coming in at No. 7. In it, she emphasizes that ITSM is the heart of the service desk. If teams are constantly firefighting, it’s often because they haven’t been trained to understand the bigger picture. Helping frontline staff connect their daily tasks to strategic service management principles can elevate their mindset—and their impact.

From budget tactics to training deals to mindset shifts, this newsletter gives service leaders the tools to finish 2025 strong and lead smarter in the year ahead.