HDI Support World Highlights Trust, Empathy, and Leadership in IT Service Management

This week’s edition of HDI Support World delivers timely insights into the evolving dynamics of IT service and support—focusing on building trustworthy change processes, navigating remote support challenges, and recognizing standout industry leaders.

In the lead article, Matt Beran reframes Change and Release Management as more than a compliance exercise. He argues that true change enablement is about making it easier for people to do the right thing—and building systems that users trust enough to engage with. Success, Beran notes, isn’t measured by how many approvals are checked off, but by whether the process drives real improvement.

Next, Susan Smith examines the emotional and operational disconnects in remote IT support. In a landscape where users can’t see their IT teams and staff struggle to interpret tone via chat or email, she calls for a reimagining of support as a mutual partnership—fueled by empathy, proactive communication, and shared accountability.

Finally, HDI announces that nominations are open for the 2026 Top 25 Thought Leaders in IT Service and Support. This year introduces a new honor: the HDI Hall of Fame, recognizing those who’ve made the list five or more times. Nominations are due by December 12, giving the community an opportunity to celebrate individuals who are shaping the future of the profession.

This newsletter offers a clear reminder: effective IT service isn’t just about process—it’s about people, trust, and leadership.

This week’s HDI Support World newsletter takes on some of the biggest operational and cultural challenges facing IT and support organizations today—Shadow AI, knowledge fatigue, and customer experience complexity—while also offering a last-minute reminder to celebrate your team’s excellence.

🤖 Shadow AI: The New Frontier

In the feature article, Rocky McGuire addresses the rapid rise of Shadow AI, where employees independently adopt generative AI tools without guidance or oversight. This new iteration of Shadow IT introduces serious security and governance risks—but also a major opportunity. McGuire outlines four essential steps to bring AI use under control: identify employee needs, provide secure alternatives, train on AI safety, and avoid over-restrictive policies. Governance isn’t about gatekeeping—it’s about enabling safe, smart adoption.

🧠 Knowledge Management: Why It’s So Hard

Susan Smith takes on a common but stubborn challenge: why do so many IT teams struggle with knowledge management content creation? Even with a Knowledge Centered Support (KCS) mindset, documentation often falls through the cracks. Smith highlights the root causes—time constraints, writing anxiety, and lack of recognition—and offers a refreshing mindset shift: treat documentation as part of solving the problem, not extra work. Normalize it, celebrate it, and build it into daily habits.

🏆 Last Day for Awards Entries

Procrastinators, rejoice (and act fast)—today is the last day to submit nominations for the HDI Global Service and Support Awards. This is your final chance to recognize your team’s hard work and share your success story with the industry. Don’t miss out!

🎧 Why CX Feels So Complicated

On the latest episode of the Bytes and Banter podcast, Luke Jamieson explores why customer experience (CX) has become so complex in today’s world of AI, cloud platforms, and hybrid support teams. His big idea? Develop a universal CX risk score to align IT and CX strategies. Even more importantly, he reminds us that great CX starts with great employee experience—because internal alignment drives external impact.

From smart AI governance to practical knowledge-sharing, and from CX clarity to celebrating your wins, this newsletter offers real-world strategies to stay ahead in a rapidly changing support environment.

In this week’s HDI Support World, readers are treated to a powerful mix of practical strategy, leadership insight, and event reminders that underscore the evolving role of IT and service management leaders.

💰 Budgeting as a Strategic Signal

In the lead article, Matt Beran challenges the all-too-common approach to IT budgeting: recycling last year’s numbers and adding for inflation. Instead, he urges IT leaders to treat their budgets as statements of strategic intent—tying expenditures to business outcomes, innovation, and risk management. When done right, budgeting becomes a story about value, not just a spreadsheet of costs.

🧭 Discipline Drives Performance

Dennis Gershowitz explores a key—but often overlooked—factor in performance: organizational discipline. Rather than rigid control, discipline provides a framework for intentional action, clear expectations, and consistent results. Drawing from companies like Amazon and Ritz-Carlton, Gershowitz reminds leaders that strong performance starts with shared understanding and alignment—not just more tools or pressure.

🏆 Last Call for HDI Awards

With the October 31 deadline quickly approaching, HDI encourages teams and leaders to submit nominations for the Global Service and Support Awards. All finalists will receive a free pass to attend the awards ceremony at SupportWorld Live, making this not just a recognition opportunity—but a celebration of excellence across the support community.

🎤 5 Can't-Miss Sessions at Service Management World

Finally, Erica Marois shares a handpicked list of five standout sessions from the upcoming Service Management World conference. From AI and automation to culture-building and customer success, these sessions promise insights that are both inspirational and actionable. Attendees can save $400 on registration using code JOINUS.

This edition of HDI Support World looks ahead to the future of service management while also opening doors for professionals who want to connect, contribute, and grow within the HDI community.

In the feature article, Erica Marois shares 6 bold predictions for Service Management in 2026, based on insights from HDI’s Top 25 Thought Leaders. From AI-driven automation and quantum-inspired computing to ethical governance and human-centered design, one theme stands out: the most successful ITSM teams of the future will master the balance between technology and empathy. These trends will be explored in depth at Service Management World, where you can save $400 with the code JOINUS.

Want to collaborate with peers in a more informal setting? Join an HDI & ICMI Idea Exchange—a free, monthly, community-driven discussion designed to share challenges, strategies, and practical takeaways across service and support roles.

Also, applications are now open for those who want to become a 2026 HDI Featured Contributor. Selected contributors will submit six articles throughout the year and gain exclusive perks like a complimentary conference pass, virtual meetups, and broader visibility in the HDI community. The deadline to apply is November 7.

This week’s issue reminds us that the future of service management is collaborative, human-focused, and filled with opportunities to lead the conversation.

HDI Support World: Unified Hubs, Smart Metrics, Recognition, and Big Savings

This week’s HDI Support World newsletter centers on themes of clarity, connection, and celebration—with resources and opportunities for IT service professionals to improve engagement, measure what matters, and be recognized for excellence.

In the featured article, Nancy Louisnord explains why today’s employees are overwhelmed by fragmented digital tools. Despite believing technology enables their success, workers are often hindered by disconnected systems. Her solution: a unified digital hub—a centralized “front door” to work that simplifies processes and makes technology feel almost invisible, boosting engagement and productivity.

Erica Marois invites individuals and teams to apply for the HDI Awards, which honor excellence in technical support and service management. Finalists receive free access to the awards ceremony at SupportWorld Live—a meaningful way to celebrate achievements and boost morale.

If your team struggles with metrics, you’re not alone. Doug Tedder, 2025 HDI Lifetime Achievement Award recipient, shares 5 essential insights on choosing the right KPIs. His advice? Focus on outcomes over outputs, align metrics with organizational strategy, and use KPIs to drive decisions—not just reporting. Doug will be presenting at Service Management World, where attendees can save $400 with code JOINUS.

Finally, HDI is offering a BOGO promotion for Service Management World passes. The Buy 1, Get 1 Free deal allows teams to divide and conquer the conference—and walk away with twice the insight for half the price.

This issue is packed with smart strategies and valuable opportunities for those ready to lead, measure, and grow.

HDI Support World: From AI Frustrations to Service Management Inspiration

This week’s HDI Support World newsletter tackles a big problem in tech communication, celebrates diverse career paths, and invites service management professionals to step up, speak out, and grow.

Linda Lenox opens with a thought-provoking look at the disconnect between people and AI. While developers focus on making AI systems sound more human, most users still don’t know how to talk to them—thanks to decades of frustrating IVRs (interactive voice response systems). The result? Impatient users, overwhelmed agents, and stunted AI adoption. The fix isn’t just better bots—it’s better expectations and user education.

In the Speaker Call for SupportWorld Live 2026, Erica Marois invites IT professionals to submit proposals for panels, workshops, and sessions. If you’ve got a case study, bold idea, or career insight to share, the deadline is October 10.

Rina Brahmbhatt takes center stage in the latest podcast episode, where she shares her journey from UK post office worker to global ITSM expert. Drawing on her new book The ITSM Playbook®, she reminds listeners that relationships matter more than rigid frameworks and that value delivery is the heart of ITSM.

To top it off, HDI shares a curated list of 27 books, TED Talks, and podcasts to fuel your service management journey—covering topics from leadership to innovation. It’s the perfect resource for your fall reading (or listening) list.

From real talk on AI to real stories in ITSM, this issue encourages professionals to keep learning, keep sharing, and keep growing.

Your Roadmap into IT Service Management: Episode 27 of Bytes & Banter

Technology careers are evolving faster than ever, and for early-career IT professionals, the path forward can feel overwhelming.

In the latest episode of Bytes and Banter, Rina Brahmbhatt shares her journey from a first job at the UK Post Office to becoming an ITIL® Master, consultant, and author of The ITSM Playbook®: Build a Future-Proof Tech Career in IT Service Management.

Her book offers practical guidance for certifications, career transitions, and building a long-term future in IT service management. It’s a resource designed to bridge the gap for early-career professionals navigating the complex world of tech careers.

📘 Get the first chapter of The ITSM Playbook® free: http://www.itsmplaybook.com/
🎧 Watch the full episode: https://youtu.be/r5mX46uRdr8

Listen, Watch, and Join the Conversation

▶️ Watch this episode on YouTube

Catch the full video here of Episode 27: Your Roadmap into IT Service Management featuring Rina Brahmbhatt.

🌐 Explore more episodes and resources
Visit our Bytes and Banter page for show notes, guest links, and past episodes.
👉 Go to Bytes and Banter: https://www.hdilocalchapters.org/cpages/bytesandbanter

💬 Join the discussion on LinkedIn

 Behind the Headlines: Why the Job Market May Be Stronger Than You Think

The last few years have brought massive shifts in the workplace—from the upheaval of 2020 to the wave of resignations that followed. Now in 2025, we’re seeing something new: The Great Hesitation.

In this episode of Bytes and Banter, Thomas Vick, Senior Regional Director at Robert Half, returns as our first repeat guest to share timely insights on today’s tech job market. He explains why both employers and candidates are moving more cautiously, how AI is reshaping—not replacing—roles, and why upskilling and adaptability are more important than ever.

Thomas also highlights which skills are most in demand right now—from security to analytics—and gives practical advice for candidates navigating interviews and building networks. Plus, he offers a preview of Robert Half’s upcoming Salary Guide, a must-have resource for anyone hiring or job hunting in tech.

Watch the episode below and gain the inside edge on navigating today’s job market.

Listen, Watch, and Join the Conversation

▶️ Watch this episode on YouTube

Catch the full video here of Episode 26: The Great Hesitation: Navigating Today’s Tech Job Market 

🌐 Explore more episodes and resources

Visit our Bytes and Banter page for show notes, guest links, and past episodes.
👉 Go to Bytes and Banter https://www.hdilocalchapters.org/cpages/bytesandbanter 

💬 Join the discussion on LinkedIn 

This week’s HDI Support World newsletter emphasizes collaboration, community, and growth in the ever-evolving world of IT service management.

Matt Beran kicks things off by explaining why DevOps and Service Management shouldn’t be siloed. While DevOps delivers speed, it can lack structure without incident coordination and change control. Service Management brings that discipline—and when these two teams work together intentionally, organizations gain faster releases and better stability. The future lies in purposefully blurring the lines.

The spotlight then shifts to leadership and recognition with the 2025 HDI Rising Stars. Voting is now open for standout up-and-comers in the service and support industry. Every YouTube like and LinkedIn comment counts—so HDI is calling on the community to make their voices heard by September 30.

For those seeking career growth, Ginette Andre highlights a training opportunity for aspiring leaders with the Desktop Support Manager Certification program. The course offers deep dives into troubleshooting, customer service, metrics, and strategic planning.

Finally, HDI invites readers to celebrate CX Day on October 7 with a mix of lightning talks, networking, and interactive activities hosted by HDI, ICMI, and CX Accelerator. Join virtually or live in Nashville and get inspired to deliver experiences that truly matter.

Whether it’s strengthening your service culture, investing in leadership, or championing the next generation, this issue delivers both insight and opportunity.

HDI Support World: From Proactive Support to Speaking Opportunities and Smarter KPIs

In this issue of HDI Support World, the focus is on transformation—of your service desk, your metrics, and even your own professional voice.

In the lead article, Susan Smith explores how AI-powered Next Issue Avoidance (NIA) is changing the game in technical support. Rather than ending calls once the issue is fixed, NIA equips agents to proactively address the next problem a customer is likely to face. This shift from reactive to anticipatory service can cut repeat calls by as much as 40%—boosting efficiency and customer satisfaction alike.

For professionals looking to share their expertise, SupportWorld Live 2026 is currently accepting speaker proposals. Whether you have a breakthrough case study, hands-on workshop, or engaging panel idea, this is your chance to inspire a global audience of IT support and service management peers. Submissions are due by October 3.

Finally, Doug Tedder leads the next HDI & ICMI Idea Exchange webinar on aligning KPIs with business outcomes. Set for September 19, the session will explore how to avoid vanity metrics and focus on measurements that truly drive value and improve customer experience.

From smarter support to better metrics and new speaking platforms, this issue invites IT professionals to level up.

This week’s HDI Support World newsletter invites us to look beyond routine operations and lean into the creative side of IT. In his thought-provoking article, Matt Beran challenges IT teams to stop mimicking others and instead focus on thoughtful service and experience design—especially when resources are tight. Budget constraints, he argues, can actually inspire meaningful, value-driven choices.

Rocky McGuire takes on the buzz (and burnout) around artificial intelligence in “3 Ingredients for Successful AI and Technology Transformation.” The secret? It’s not about the tech—it’s about the people. Engaging users early and addressing real problems—not just the loudest ones—are keys to unlocking AI’s potential.

On the recognition front, HDI’s Global Service and Support Awards are now accepting submissions, with exciting new categories for Best Change Management Initiative and Best Use of AI. Need help crafting a winning entry? Check out Erica Marois’s LinkedIn tip sheet for five helpful prep tips.

Finally, meet the 2025 Rising Stars Finalists—a group of IT professionals making waves with their innovation, energy, and impact. You’ll even get to help select the winner this fall. Voting opens soon, and the celebration takes place in November at Service Management World in Orlando.

Last week’s HDI Support World newsletter centers on the themes of legacy, recognition, and continuous improvement in IT service management.

In the featured article, Linda Lenox challenges readers to consider what kind of leadership legacy they’re leaving behind. True leadership, she argues, is not measured by tools or output but by creating a psychologically safe environment where team members feel empowered to speak up, take risks, and offer candid feedback.

The newsletter also announces that the HDI Awards are now open for submissions. This year introduces two new categories—Best Change Initiative and Best Use of AI—with winners to be celebrated at SupportWorld Live 2026 in Las Vegas. The deadline to apply is October 17.

Lastly, Gil Brucken offers a practical guide to building a culture of continuous improvement in IT support. His message? Don’t rely on heroics—rely on process. He emphasizes documentation, team-wide ownership, and incremental enhancements as the foundation of consistent, high-quality service delivery.

From evolving leadership mindsets to celebrating innovation and strengthening support culture, this edition serves as a call to action for IT professionals ready to lead with purpose.

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

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

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

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

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

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