Growing People While Modernizing Service

The latest issue of HDI SupportWorld highlights an important theme for service and support leaders: moving forward requires investing in both people and technology. As AI and automation continue to change how support is delivered, strong leadership, professional development, and human expertise remain just as important.

One article explores the value of mentorship in leadership. Rocky McGuire shares how reaching out to someone he admired professionally ultimately led to a mentoring relationship that helped shape his career. It is a great reminder that mentors do not always appear on their own. Sometimes we have to make the first move, ask for guidance, and build relationships with people who can challenge us and help us grow.

The newsletter also looks at modernizing service and support. Mike Hanson emphasizes that modernization should not simply mean replacing people with AI. Instead, organizations can use AI and self-service for routine tasks while allowing support professionals to focus on more complex work that requires experience, problem-solving, and human interaction. The goal is not fewer people—it is using people's talents where they can provide the most value.

Finally, HDI is encouraging service and support professionals to share what they have learned. The Call for Speakers for HDI Service & Support World opens September 8, with proposals due October 2. First-time speakers are encouraged to participate, with coaching and mentoring opportunities available to help them take that first step.

This issue is a good reminder that the future of service management is not just about new technology. It is about developing people, sharing knowledge, building relationships, and being willing to grow.

AI is changing how IT teams work — but it hasn't changed what makes a great leader. In this episode of Bytes & Banter, host Rocky sits down with N.J. Robinson, founder and president of Hi-Tech Leadership and two-time HDI Top 25 Thought Leader, to talk about leading with authenticity, integrity, and human connection as AI reshapes the workplace.

N.J. shares his "Four Shifts" framework for making the leap from technical expert to strategic leader — Identity, Value Creation, Behaviors, and Competencies — and makes a compelling case for "followership" as an overlooked but essential leadership skill.

In this episode:

• Why AI raises the bar for leadership instead of lowering it
• Why your organization's values shouldn't bend to fit new technology
• The risk of losing creativity and critical thinking in an AI-first workplace
• N.J.'s Four Shifts framework for becoming a strategic leader
• Why learning to follow well is essential preparation for leading well  

Listen, Watch, and Join the Conversation

▶️ Watch this episode on YouTube

Catch the full video here of Episode 37: AI Won’t Replace Leadership: The Human Skills That Matter More Than Ever

From Asset Management to AI: Practical Lessons for Better IT Service

This week’s HDI SupportWorld reminds us that improving IT service doesn’t always require a complicated approach. Sometimes the best lessons come from trying something new, focusing on the basics, and learning from others.

Matt Beran takes a creative look at Hardware Asset Management through his experience building video games about asset management. His experience reinforces some of the fundamentals of good HAM: reliable data, cleaner audits, and fewer surprises. It’s a great reminder that strong processes and accurate information are still at the heart of effective IT management.

Rachel Mulry shifts the conversation to AI and encourages organizations to find the right balance when developing an AI strategy. Rather than rushing to adopt AI simply because it is available, organizations should first look at workforce readiness, data quality, and the actual problem they are trying to solve. Successful AI adoption should be intentional, measurable, and tied to real business needs.

Finally, HDI and ICMI are bringing the community together for a September Idea Exchange focused on real-world AI. The “AI Show & Tell: Real-World Hack Swap” will give support professionals an opportunity to share the prompts, workflows, automations, tips, and tricks they are already using.

Across all three topics, there’s a common theme: start with the problem, get the fundamentals right, and learn from each other. Whether we’re talking about asset management or artificial intelligence, technology delivers the most value when it helps us work smarter and provide better service.

HDI SupportWorld: Finding the Right Balance Between AI, Automation, and Human Expertise

This week’s HDI SupportWorld explores how service and support teams can prepare for a future where AI and automation take on more routine work—without losing sight of the value people bring.

In “When AI Does the Talking, What Are Humans For?”, Doug Tedder argues that as AI handles tasks like password resets, status checks, and other routine transactions, the role of the service desk must evolve. While AI can provide answers quickly, people still bring judgment, critical thinking, confidence, and trust. The opportunity for support professionals is to work alongside AI while strengthening the uniquely human skills that technology cannot easily replace.

Matt Beran takes a different angle in “Automation Is Still Better Than AI.” He reminds organizations not to overlook traditional automation in the rush toward AI. For predictable, rules-based work, automation can often provide a more reliable and efficient solution. His approach is simple: let AI identify patterns, let people determine the right action, and use automation to execute it consistently.

The newsletter also highlights the upcoming HDI & ICMI Idea Exchange, focused on continuous learning in a rapidly changing workplace. The August 21 session will feature an interactive, drama-based learning experience designed to help teams explore common workplace challenges while building skills for the future.

Together, these stories offer an important reminder: the future of service isn't about choosing between people and technology. It's about using AI, automation, and human expertise together to create better service experiences.

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.