This Week in HDI SupportWorld: Is Your Service Desk Ready for What’s Next?

This week’s HDI SupportWorld is all about evolution—evolving our tools, our service desks, and the way we connect customers to support.

Pete McGarahan starts with a question every IT leader should periodically ask: Is your ITSM platform still earning its keep? Frequent manual workarounds, declining adoption, and a vendor that isn’t keeping pace with your needs may be signs that it’s time for a change. Replacing an ITSM platform isn’t easy, but staying with a tool that no longer supports the organization can create its own costs. McGarahan offers a practical six-step approach to navigating the journey from migration strategy through post-go-live continuous improvement.

Doug Tedder takes the conversation further by looking at how AI is changing the role of the service desk itself. As AI becomes increasingly capable of handling routine Level 1 activities, simply reacting to incidents and requests won’t be enough to demonstrate the value of the service desk. Tedder challenges leaders to think about where their teams fall on the maturity curve: reactive, proactive, or predictive. The opportunity is to use knowledge, data, relationships, and insights to prevent issues rather than simply resolve them.

Finally, Michael Hanson tackles the complexity of multi-channel support. Customers want choices, but they also expect those channels to work together. Adding chat, email, phone, portals, and other channels without connecting the customer experience can create more frustration instead of less. Hanson encourages organizations to understand how customers actually use each channel, strengthen self-service, and focus resources on the channels that provide the most value.

There’s a common theme across all three articles: More technology isn’t automatically better.

Whether we’re selecting an ITSM platform, adopting AI, or expanding support channels, the real question is whether the technology helps us deliver better outcomes for the people we serve.

That’s a conversation worth having.

HDI SupportWorld: Staying Calm Under Pressure, Measuring What Matters, and Learning Together

This week's HDI SupportWorld highlights three important lessons for IT service and support leaders: responding effectively during critical incidents, using meaningful metrics to improve change management, and continuing to learn from peers across the industry.

In the feature article, Susan Smith explains why high-pressure situations require discipline—not speed. Drawing parallels to pilots and surgeons, she argues that IT professionals should rely on proven processes instead of instinct during major incidents. Her S.L.O.W. Method encourages teams to Stop and assess, Look for impact, Own the communication, and Work the problem methodically. The approach helps teams remain calm, communicate effectively, and reduce mistakes when every second counts.

Next, Jared Van Doorn examines a metric that many organizations overlook: major incidents resulting from change. By tracking how often changes lead to significant outages—and distinguishing between standard, emergency, normal, and unscheduled changes—IT leaders gain valuable insight into the health of their change management process. A high ratio may indicate insufficient testing, poor planning, or gaps in governance. More importantly, this metric provides executives with a clear view of operational risk and accountability.

The newsletter also highlights the upcoming HDI & ICMI Idea Exchange series. Running from August through December, these interactive sessions combine expert presentations on topics such as artificial intelligence, goal setting, and the future of work with small-group discussions that encourage networking and knowledge sharing among peers.

Together, this week's issue reinforces that operational excellence comes from disciplined execution, meaningful performance measurement, and a commitment to continuous learning.

HDI SupportWorld: Smarter Automation, Better Processes, and Stronger Communication

This week's HDI SupportWorld newsletter reminds us that successful service management isn't always about adopting the newest technology—it's about choosing the right solution, designing better processes, and investing in people.

In the feature article, Matt Beran challenges the assumption that AI is always the answer. While AI continues to dominate conversations, Beran argues that traditional automation often delivers greater value for repeatable, rules-based tasks. Automation is typically more predictable, more cost-effective, and doesn't carry the ongoing usage costs associated with many AI solutions. His message is simple: before implementing AI, make sure automation can't solve the problem first.

Next, Linda Lenox explores why process convergence is more important than simply offering multiple support channels. Organizations often invest in chat, email, phone, and self-service, but customers still experience frustration when those channels don't share context or history. Through a real-world example, Lenox demonstrates that true omnichannel service isn't about adding technology—it's about creating unified processes that deliver a seamless customer experience.

The newsletter also reminds readers that nominations for HDI Rising Stars 2026 are closing soon. The program recognizes early-career professionals who are already making meaningful contributions through innovation, customer experience, and leadership within service and support organizations.

Finally, George D'Iorio offers practical guidance for improving workplace communication. Quoting George Bernard Shaw's famous observation that "the single biggest problem in communication is the illusion it has taken place," he shares seven actionable techniques for reducing misunderstandings and strengthening collaboration with colleagues and leaders.

Together, these stories reinforce a valuable lesson: great service isn't driven by technology alone—it depends on thoughtful processes, clear communication, and recognizing the people shaping the future of our profession.

HDI SupportWorld: Better Knowledge, Emerging Talent, and Thriving in a Flexible Workplace

This week's HDI SupportWorld newsletter focuses on three areas that can significantly improve support organizations: clearer knowledge sharing, investing in future leaders, and helping employees succeed in today's flexible work environment.

In the lead article, Leslie O'Flahavan tackles a surprisingly common knowledge management problem: overusing the word "Note" in knowledge base articles. While intended to provide helpful context, excessive notes often clutter instructions, hide important actions, and make articles harder to follow. O'Flahavan recommends incorporating notes directly into procedures when possible or replacing generic labels with more meaningful terms like "Warning," "Reminder," or "For Contractors."

The newsletter also announces that nominations are now open for HDI Rising Stars 2026. The program recognizes early-career professionals who are already making meaningful contributions to IT service and support through innovation, customer experience improvements, and leadership. Eligible candidates have between one and nine years of experience, and finalists will receive significant recognition throughout the HDI community, including a complimentary pass to HDI Service & Support World 2027.

Finally, Rachel Mulry shares practical advice for thriving in remote and hybrid work environments. Her guidance emphasizes intentional habits that support productivity, collaboration, and well-being. One particularly timely reminder: take regular breaks. Without natural office transitions, remote workers can easily remain sedentary for hours, making it important to step away, stretch, and recharge throughout the day.

The issue also highlights upcoming learning opportunities, including a webinar on AI for Service Desks, plus HDI's Support Center Analyst and Support Center Team Lead training programs.

Together, these stories remind us that successful support organizations depend on clear communication, continuous learning, and investing in the next generation of leaders.

HDI SupportWorld: Practical AI, Service Desk Transformation, and Leadership That Lasts

This week’s HDI SupportWorld newsletter highlights a common thread across service management success stories: thoughtful planning beats chasing the latest trend.

In the lead article, Gil Brucken shares the next phase of his organization’s AI journey. Rather than rushing to deploy new tools, he emphasizes the importance of auditing incident history, identifying repeatable processes, confirming system integrations, and securing buy-in from security and legal teams. His approach serves as a reminder that successful automation starts with strong governance and realistic expectations—not vendor promises.

The newsletter also features an inspiring transformation story from Power Design Inc. When Josh Nelson joined the organization in 2019, the service desk lacked basic processes, meaningful service levels, and reliable reporting. Today, the team handles significantly fewer tickets—not because demand decreased, but because proactive problem-solving prevents issues before they become incidents. Their journey demonstrates the impact of moving from reactive support to proactive service management.

Leadership excellence is also celebrated through Janice Smith, recipient of HDI’s 2026 Best Service & Support Manager award. Her governance-first approach to AI focused on strengthening knowledge management and content processes before implementing generative AI capabilities. That deliberate foundation now supports more than 1,700 employees and serves as a model for responsible innovation.

Finally, Erica Marois highlights the value of joining an HDI local chapter. Beyond discounts and educational opportunities, members consistently point to the relationships and peer connections as the greatest benefit—creating a trusted community of professionals who understand the unique challenges of service and support work.

Together, these stories reinforce a simple but powerful lesson: lasting success comes from thoughtful planning, strong foundations, and investing in people.

HDI SupportWorld: Trust, Excellence, Experience, and Career Growth

This week’s HDI SupportWorld newsletter highlights a critical truth for service and support professionals: technology may be changing rapidly, but trust, people, and continuous learning remain at the center of success.

In the lead article, Jessica Levco shares key insights from Tony North’s HDI Service & Support World lightning talk on AI adoption. His message was clear: trust should be the first design principle of any AI initiative—not the final goal. Through examples ranging from biased hiring algorithms to AI-driven scheduling failures, North demonstrated how support teams often become the frontline responders when AI systems fail. The lesson for leaders is to build governance, transparency, and human oversight into AI strategies from the beginning.

The newsletter also celebrates Cheryl Buzicky of Infinite Campus, recipient of the 2026 HDI Best Service & Support Analyst Award. Working in highly complex technical areas, Cheryl has earned a reputation for patience, authenticity, and a commitment to teaching customers rather than simply solving problems. Her example highlights how service excellence is often defined by how we empower others.

Looking ahead, HDI invites professionals to participate in the upcoming HDI & ICMI Idea Exchange on Experience Management. The session will explore how organizations are approaching the end-to-end customer journey and creating better experiences across every touchpoint.

Finally, HDI encourages professionals to invest in their growth through its summer training promotion, offering role-based learning opportunities for frontline analysts, managers, and senior leaders alike.

Together, this issue reinforces a powerful message: great service happens when technology, trust, experience, and people development work together.

HDI SupportWorld: Rethinking Metrics, Modernizing Service Desks, and Rebuilding Community

This week’s HDI SupportWorld newsletter challenges IT leaders to rethink what success looks like in service management—while also highlighting the importance of community and organizational evolution.

In the lead article, Doug Tedder argues that many traditional service desk metrics are becoming increasingly disconnected from reality. Metrics like ticket counts and resolution times may measure operational activity, but they don’t necessarily reflect the actual experience of the person needing support. As AI resolves more issues without creating tickets, Tedder believes organizations must shift toward measuring employee experience, business outcomes, and consumer happiness instead of relying solely on operational dashboards.

Next, Jessica Levco shares the story of how the University of Notre Dame transformed its long-standing Help Desk into a modern service desk capable of supporting a highly decentralized IT environment. While the original help desk was well-loved, growing complexity across students, faculty, and departments required a broader strategic approach. The session at HDI Service & Support World highlighted how evolving from reactive support to integrated service delivery helped create a function the university now depends on daily.

Finally, Erica Marois encourages professionals to stay connected beyond conferences by engaging with local HDI chapters. For many attendees leaving Las Vegas, the challenge isn’t finding information—it’s maintaining the relationships and shared learning that make the HDI community valuable. Local chapters provide opportunities for networking, career development, and ongoing collaboration throughout the year.

Together, these stories reinforce an important theme: modern service management requires better measures of success, stronger organizational alignment, and meaningful professional community.

HDI SupportWorld: Leadership, Better Metrics, and Celebrating Service Excellence

This week’s HDI SupportWorld newsletter captures the energy and insight coming out of HDI Service & Support World 2026 in Las Vegas, highlighting leadership lessons, smarter performance measurement, and award-winning service culture.

In the lead article, Jessica Levco recaps an all-star panel discussion featuring leaders from CX Accelerator, PCNA, The Verghis Group, and Slalom. The central message: service excellence extends far beyond a single department. As organizations navigate rapid industry change, leaders must focus on collaboration, empathy, and customer-centered thinking. One standout takeaway from the panel was the power of a simple question: “How can I help?”

Next, Glen Hoffman challenges traditional service desk metrics, arguing that common measurements like ticket volume and tickets closed per agent often encourage the wrong behaviors. When speed becomes the primary goal, repeat incidents and escalations increase. Instead, Hoffman recommends focusing on more meaningful indicators such as Mean Time to Resolve, First Contact Resolution, Customer Satisfaction, and Backlog Aging.

The newsletter also spotlights Property Meld, winner of HDI’s 2026 Best Service & Support Organization award. Their creative “Office”-style application video helped showcase the culture and personality behind their high-performing support organization.

Finally, Erica Marois shares highlights from this year’s HDI Service & Support World conference, from innovation and networking to memorable celebrations in Las Vegas. The community is already looking ahead to the 2027 event, returning April 25–29.

Together, this issue reinforces that successful service organizations are built through intentional leadership, meaningful metrics, strong culture, and community connection.

HDI SupportWorld: Retention, Resourcefulness, and Rethinking Career Growth in IT Support

This week’s HDI SupportWorld newsletter centers on a pressing challenge for service and support leaders: how to retain talent, maximize existing resources, and create meaningful career growth.

In the lead article, Michael Hanson addresses the high turnover rates in service desk environments—often ranging from 30% to 45%. The financial and operational impact is significant, with replacement costs reaching up to 150% of an employee’s salary. Hanson argues that one of the most underutilized retention strategies is also one of the simplest: a clear and believable career path. When agents can see a future for themselves, they are more likely to stay, grow, and contribute at a higher level.

Next, Rachel Mulry challenges the assumption that better insights require better tools. In her article, she explains how organizations can make customer feedback actionable without purchasing new software. By leveraging existing data and applying thoughtful AI prompts, teams can extract meaningful insights and drive improvements—even within tight budget constraints.

The newsletter also highlights an upcoming HDI & ICMI Idea Exchange focused on career pathing in service and support, led by Shmuel Saklad. This interactive session will explore how professionals can navigate growth, redefine success, and connect with peers through small group discussions.

Together, these articles reinforce a clear message: investing in people and making the most of what you already have are two of the most powerful levers for improving service organizations.

HDI SupportWorld: Service Excellence, Authentic Leadership, and Building Sustainable Culture

This week’s HDI SupportWorld newsletter brings together powerful lessons on performance, leadership authenticity, and the importance of building lasting service cultures.

In the lead article, Dawn C. Simmons (Khan) draws inspiration from her son’s record-breaking athletic journey to illustrate the “five rings of service excellence”: people, process, technology, data, and culture. Just like elite athletes train with discipline and intention, high-performing service organizations must invest holistically in these five areas to deliver consistent excellence.

Next, Declan Hamilton explores the hidden cost of inauthentic leadership. Many organizations struggle with a gap between what they promise and what they deliver, leaving frontline agents to manage the fallout. The result is increased stress, disengagement, and inefficient workarounds. Hamilton encourages leaders to close this gap by aligning messaging, expectations, and reality.

The conversation then shifts to culture, with insights from a recent Bytes and Banter podcast featuring Kwik Trip. Highlighted by Erica Marois, the discussion emphasizes the transition from traditional knowledge management to a true knowledge culture—where sharing, learning, and continuous improvement are embedded into everyday work.

Finally, the newsletter promotes an upcoming HDI & ICMI Idea Exchange hosted by Sarah Caminiti, focused on positioning support as a strategic function. The session will explore how IT support teams can strengthen cross-functional partnerships and move beyond reactive service delivery.

Together, this issue reinforces a central theme: service excellence is not accidental—it’s built through intentional leadership, authentic culture, and a commitment to continuous improvement.

Building a sustainable knowledge culture doesn’t happen overnight—but it can transform how teams work, learn, and support each other.

In the latest episode of Bytes and Banter, host Rocky McGuire sits down with the team from Kwik Trip to spotlight their upcoming session at HDI Service & Support World and explore what it really takes to make knowledge part of everyday operations.

Supporting everything from retail stores to corporate and production environments, Kwik Trip’s IT organization has built a knowledge approach that goes beyond documentation—embedding it into workflows, training, and team culture.

The team shares insights on:

• Creating a knowledge culture that supports both employees and customers
• Starting small and building momentum with existing resources
• Training teams to create clear, audience-focused knowledge
• Turning knowledge into a long-term driver of efficiency and consistency
• This episode highlights how knowledge evolves from a one-time effort into a continuous, organization-wide capability that drives better outcomes across the business.

🎧 Watch the full episode:

https://youtu.be/9qt65JdEVwo

Listen, Watch, and Join the Conversation

▶️ Watch this episode on YouTube

Catch the full video here of Episode 34: SSW Spotlight: Kwik Trip | Built to Last: Creating a Sustainable Knowledge Culture

HDI SupportWorld: Retention, Resourcefulness, and Rethinking Career Growth in IT Support

This week’s HDI SupportWorld newsletter centers on a pressing challenge for service and support leaders: how to retain talent, maximize existing resources, and create meaningful career growth.

In the lead article, Michael Hanson addresses the high turnover rates in service desk environments—often ranging from 30% to 45%. The financial and operational impact is significant, with replacement costs reaching up to 150% of an employee’s salary. Hanson argues that one of the most underutilized retention strategies is also one of the simplest: a clear and believable career path. When agents can see a future for themselves, they are more likely to stay, grow, and contribute at a higher level.

Next, Rachel Mulry challenges the assumption that better insights require better tools. In her article, she explains how organizations can make customer feedback actionable without purchasing new software. By leveraging existing data and applying thoughtful AI prompts, teams can extract meaningful insights and drive improvements—even within tight budget constraints.

The newsletter also highlights an upcoming HDI & ICMI Idea Exchange focused on career pathing in service and support, led by Shmuel Saklad. This interactive session will explore how professionals can navigate growth, redefine success, and connect with peers through small group discussions.

Together, these articles reinforce a clear message: investing in people and making the most of what you already have are two of the most powerful levers for improving service organizations.