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.

 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 

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.

News Flash!  You can save $800 off of the Service Management World registration by being an HDI Local Chapters Member (cost for joining is $149)!  See HDI section below for more information.

President's Message...

with Laurie Lukken

August marks the beginning of an exciting opportunity for everyone in the service and support management industry to recognize hardworking and deserving individuals by submitting nominations for the HDI Global Service and Support Awards. Each year, HDI publicly honors the very best technical support and service management professionals across the nation. However, this recognition is only possible if someone takes the time to submit a nomination.

Now is the time to show these dedicated individuals how much their work is valued and how they positively impact the lives of customers, the team, and the company. Recognition helps employees feel more motivated, engaged, and connected to their jobs. It also boosts their confidence in their value to the company, which in turn builds trust and helps retain highly skilled employees.

More information will be provided on how to submit nominations but start thinking now about a deserving service and support analyst and a service and support technician you would like to honor. When nominations open, you'll be ready to recognize these bright, hardworking, and deserving individuals.

Bytes and Banter - Latest Episodes Released!

In August, Bytes and Banter turns the spotlight on two thought leaders who remind us that behind every ticket and tool is a human being—with needs, emotions, and the potential to thrive.

In Episode 23, Energizing Tech Teams with Real Talk on Burnout, Leadership, and Human-Centered Service, Phil Gerbyshak brings his signature energy and candor to a conversation about navigating burnout and leading with empathy. From career pivots to staying grounded in high-pressure environments, Phil shares actionable strategies for building meaningful relationships and sustainable momentum in tech.

In Episode 24, Beyond Tickets: Creating Meaningful IT Experiences, Matt Beran invites us to reimagine IT service management through experimentation, empathy, and collaboration. Drawing from his work as a service designer and podcast host, Matt explores the emotional side of support, the limits of traditional metrics, and how listening fearlessly can create IT experiences that truly matter.

🎧Tune in on Apple Podcasts, Spotify and YouTube,or your favorite platform—and follow #BytesAndBanter for conversations that connect people, purpose, and tech.

Imagination Workshop!

 What to Expect:

🕠 5:30–6:00 PM | Refreshments & Networking

🧠 6:00–6:45 PM | Live AI Tools Demo by James Jorasch

🎨 6:45–8:00 PM | Imagination Workshop – a dynamic design sprint led by Nita Sanger, Nora Osman, and James Jorasch

You’ll take part in a facilitated, interactive session where every voice matters. Together, we’ll:

• Explore the evolving impact of AI across industries

• Identify key trends, challenges, and opportunities

• Collaborate in rotating teams to co-create real-world solutions

• Share insights and shape actionable outcomes

💡 Whether you're passionate about tech, imagination, or human-centered design, this is your chance to connect, contribute, and create impact.

🎟️ Only 20 seats available – HDI NYC members/invitees only.

Date: August 6, 2025

Time: 5:30 PM - 8:00 PM ET

Location: 122 E 38th St, New York, NY 10016

Cost: Free!

Register Here!

Summer Social Revival

🎉 You're Invited! 🎉
HDI Rocky Mountain Summer Social Revival
📍 Public Offering Brewing Co
🗓️ Thursday, August 7th
🕔 5:15 PM – 7:00 PM

We’re bringing the HDI Rocky Mountain Local Chapter back to life — and what better way to kick it off than with cold drinks, great conversations, and a little summertime magic?

Join us for a laid-back happy hour at Public Offering Brewing Co, where you’ll connect with fellow IT Service Management professionals from across the Denver area. This is your chance to meet the local community, share your ideas, and help shape the future of our chapter.

💬 Let’s reconnect, refresh, and reignite what makes HDI great — with your first two drinks on us, thanks to our awesome sponsor, Ahead!

✅ Be sure to sign up so we know you’re coming — we can’t wait to see you there!

Date: August 7, 2025

Time: 5:15 PM - 7:00 PM MT

Location: 1736 S. Broadway.  Denver, CO 80210

Cost:Free!

Register Here!

HDI Chicagoland Boat Cruise 2025

Set sail with HDI Chicagoland for an unforgettable evening of networking, learning, and fun on our Boat Cruise Networking Event!

🚢 Why You Should Be There:
-Connect with top IT professionals, industry experts, and fellow tech leaders in a unique, relaxed setting.  
-Expand Your Network make valuable connections that could lead to your next big opportunity.  
-Enjoy Unlimited Drinks with Food while taking in breathtaking views of the Chicago skyline.  
-Engage with Sponsors learn about exciting partnerships, win giveaways, and hear directly from key industry players.  
-Boost Your Career with insightful conversations, collaborations, and fresh perspectives from the IT community.  

Whether you're looking to unwind, gain knowledge, or make meaningful connections, this Boat Cruise Networking Event is the perfect opportunity to do it all while cruising the beautiful waters of the Chicago River and Lake Michigan!  

🌊🍸Are you ready to mix, mingle, and make waves in the industry?

Secure your spot today!

Date: August 7, 2025

Time: 6:30 PM - 9:30 PM CT

Location: 112 E Wacker Dr, Chicago, IL 60601

Cost: Varies.  Please see registration link for details.

Register here!

HDI Heartland at INTERFACE Kansas City

INTERFACE Kansas City 2025 is a one-day conference focused on IT infrastructure, taking place on August 14th at the Overland Park Convention Center. It will cover topics such as information security, infrastructure, cloud, disaster recovery, and communications, offering presentations, panel discussions, and exhibits. The event aims to connect IT professionals with local experts and solutions to help them navigate the evolving landscape of technology.
 

Date: August 14, 2025

Time: 8:30 PM - 4:30 PM CT

Location: Overland Park Convention Center

Cost: Free! If you register using link below.

Register Here!

HDI Motown - Local Chapter Social Event

HDI Motown Local Chapter would like to invite you to a social networking event!

This is an opportunity for you to meet and network with your peers in a casual, relaxed 
setting.  No agenda, just network!

This is a free event for all!

Thanks to sponsorship from NTT Data, appetizers will be provided to all attendees, and 1 drink for the first 10 attendees.

Date: August 21, 2025

Time: 5:00 PM - 7:00 PM ET

Location: Block Brewing Company.  1140 S Michigan Ave, Howell, MI 48843

Cost: Free!

Register Here!

KCS Best Practices and Lessons Learned

About the Program

Implementing Knowledge-Centered Service (KCS) transforms how service and support teams capture, share, and evolve knowledge. This session explores proven best practices that drive successful KCS adoption and the real-world lessons learned along the way. Drawing on practical experience, the presentation will highlight common pitfalls to avoid and share strategies that lead to sustained engagement and measurable impact. Whether you're starting your KCS journey or looking to refine your current practices, this session offers actionable guidance to help your organization get the most out of KCS.        

By the end of the session, we will have gained knowledge of how to:

• Avoid common pitfalls of KCS implementations
• Set your KCS program up for success
• Maintain a successful KCS program

Presented by Liz Bunger

Liz Bunger is the Knowledge Management Leader at Vertex, Inc. She has been a KCS practitioner for over 18 years, helping organizations become more efficient by creating a knowledge sharing culture. She has guided organizations to save millions of dollars in support costs through KCS. Liz has led KCS implementations in multiple companies and has learned what works well and what is sure to sabotage a great KCS program.

Liz is also the Chair of HDI Local Chapters. She has been involved with the local chapters for over ten years and has a passion for growing the community.

  Liz is committed to helping the 20+ HDI Local Chapters across the US bring the knowledge, experience, and networking opportunities from HDI Conferences to the local communities.

Liz holds multiple industry certifications including KCS v.6 Practices, KCS v.6 Internal Trainer, ITIL, and Problem Management. She is an HDI Top 25 Thought Leader in 2025, and serves on the HDI Conference Advisory Board.

Date: August 22, 2025

Time: 1:00 PM - 2:30 PM ET

Location: Virtual!

Cost: Free!

Register Here!     

"The EQ Edge": Mastering Emotional Intelligence in IT Support

Join HDI Ohio for an engaging event that explores the role of emotional intelligence in delivering exceptional IT support. Whether you're a seasoned service desk pro or a student entering technology, you'll leave with valuable takeaways for empathy, resilience, and communication.

Featuring guest speaker Dominique Bredeson from Unisys

What will we discuss?

• How emotional intelligence impacts service desk performance
• Techniques for improving empathy, self-awareness, and communication
• How to create emotionally intelligent teams

What can you expect?

• Insightful talk on emotional intelligence in IT support
• Networking with fellow IT professionals and students
• Meet and mingle with HDI Ohio sponsors
• Giveaways and light refreshments

Date: August 22, 2025

Time: 2:00 PM - 4:30 PM ET

Location: 5800 Shier Rings Rd, Dublin, OH 43016

Cost: Members: Free!  Non-Members: $15.00

Register Here!

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

Are you coming to Orlando?!

November 16-20, Disney's Coronado Springs Resort - Orlando, FL

With three decades of experience as a resource for service management and technical support professionals, HDI doesn’t just stay ahead of industry trends—we help set them. Let our program, our experts, and your fellow attendees help you embrace today’s ever changing landscape. Attend the definitive event for Service Management professionals and propel your business and career forward. Reserve your spot today!

• Learn how SM professionals deliver value today
• Rethink your everyday including tools, metrics, methodologies and processes
• Gain control of your talent management and professional development approach
• Understand how AI and automation can empower your hybrid workforce
• Assess whether your legacy tools and methodologies need to be replaced
• Embrace your role in ESM transformation

Want to maybe attend for free?!!  HDI is raffling off 5 free conference registrations!  Enter the raffle here!

HDI Local Chapter Members save $800 off of the registration fee!

Not a member?  Follow steps in the link below to join HDI Local Chapters and then get your discount code to use when registering for the conference.

Register Here!

Help Us Recognize Emerging IT Talent: Introducing HDI's Rising Stars Program

In every corner of the IT service and support world, superstars are already making a meaningful impact early in their careers. They’re innovating, problem-solving, motivating their teams, and redefining what excellent service looks like. Now, it’s time to recognize them.

We’re thrilled to announce the launch of HDI’s Rising Stars, a new recognition program that highlights emerging professionals in IT service management and support.

What is the Rising Stars Program?

The HDI Rising Stars program celebrates the next generation of service and support leaders. These are the individuals who, despite being in the early stages of their careers, are already shaping the future of the industry. Whether they’re rethinking internal processes, improving customer experiences, or fostering strong team cultures, our Rising Stars are people to watch.

Who Should I Nominate?

We’re looking for standout individuals who:

• Are in the first 1–9 years of their IT service/support careers
• Demonstrate exceptional promise, leadership, and impact
• Embody the spirit of collaboration, innovation, and continuous improvement

Whether they’re in frontline support roles, analysts, process owners, team leads, or junior managers, we want to hear their stories.

Key Dates

• Nominations Close: August 11
• Finalists Announced: August 18
• Public Voting: August 18 – September 5

A panel of judges will select finalists, who will then be featured in a community voting round to help determine the inaugural class of Rising Stars.

The Honors

The individuals selected as HDI’s Rising Stars 2025 Momentum Makers will:

• Be featured in HDI’s digital media channels
• Receive a complimentary pass to Service Management World, taking place November 16–20 in Orlando, Florida
• Join a growing network of Rising Stars and mentors within the HDI community

Know someone who deserves the spotlight?

Click here ot nominate!

SupportWorld - Top 3 Articles

Top 3 articles for June, 2025...have you read them yet? 

1.  5 Moments that Rewired My Thinking at SupportWorld Live 2025, by Matt Beran

2.  How to Harness the Strategic Potential of Your Service Desk, by Doug Tedder

3. What Gardening Taught Me About Leadership, by Rachel Mulry

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!

Is Your Service Desk in Shape?  HDI Consulting Services Can Help!

With more than 35 years of hands-on experience managing complex service management projects, our team of consultants works in lockstep with your organization to help boost your service management. Learn more and meet our team of expert consultants!

Click Here for More Information!

Let's Chat!

Sign-ups are still open for July and August HDI LinkUp Coffee Chats. In case you missed it, these are low-key virtual meetups designed to connect contact center pros in small, informal groups. It's a great way to make new connections. Want in? Reserve your spot here for August.

HDI Training Spotlight

HDI's Service Level Management Principals Course equips professionals with the essential skills to define, measure, and manage service levels that align with business objectives and customer expectations.

Service Level Management Principles expands the best practices elements of the Service Level Management Practice. Additionally, this course provides a more detailed look at the Service Level Management Practice activities.

Familiarize yourself with the benefits and value of operating a Service Level Management Practice within an organization. The Service Level Management Practice ensures a consistent approach to managing service and operational level agreements and targets.

This 2-day class helps reinforce the importance of the Service Level Management Practice. The Service Level Management Practice resources and capabilities are focused on setting clear business-based targets for service performance so that the delivery of a service can be properly assessed, monitored, and managed against these targets. We present experience-based, practical guidance, and examples for successfully implementing best practice methodologies for Service Level Management.

Snag a spot in our next live, virtual course, August 26-27.

More Information Here!

On the Job Hunt? Be Ready for These Interview Questions!

Walking into an interview without knowing what questions to expect can be stressful, especially in today’s fast-changing tech world. Today’s tech interviews go beyond technical know-how. Hiring managers want to see how you think, how you adapt, and how you work with others. This article covers 17 questions you’re likely to face, from using AI tools to handling legacy systems and working in hybrid environments. It’s full of insights to help you prepare clear, confident answers that show off your skills and experience. Give it a read before your next interview and walk in ready to impress.

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!

GET SOCIAL WITH US!

THANK YOU TO OUR HDI LOCAL CHAPTER SPONSORS

In this week’s HDI Support World, readers are encouraged to elevate their IT service practices and careers with a proactive mindset and a focus on professional growth.

Thomas Lorentz outlines four practical strategies for strengthening Problem Management, emphasizing trend analysis, documentation, monitoring tools, and team training to help IT teams move from reactive firefighting to strategic resolution.

Matt Beran highlights the importance of “power skills”—like communication, empathy, and adaptability—as essential traits that go beyond technical expertise. These skills are what truly drive long-term IT career success.

Finally, it’s last call to nominate a Rising Star in IT support or service management. HDI urges the community to recognize emerging talent and help shape the future of the industry by submitting a nomination today.

This issue serves as both a practical guide and a call to action for IT professionals looking to grow, lead, and make a lasting impact.

Every Journey Is Different: Matt Beran on Curiosity, Community, and the Power of Fixing Things

Every journey into tech is different. Some start out tinkering with hardware before they can even walk, while others stumble into a service desk role by accident. In this episode of Bytes and Banter, we’re reminded just how unique these paths can be—and how, no matter where we start, common threads often emerge.

Matt Beran is a familiar name and face to many ITSM leaders. He’s the host of the Ticket Volume podcast, a frequent speaker at industry events around the world, and one of the founding forces behind the Open Service Community (OSC). As Matt puts it, he’s “a curious guy with a passion for good systems, informed design, and building things that matter.”

In our conversation, Matt dives into the value of experimentation, trying new things, and designing meaningful service experiences. His background spans technical support, service desk leadership, ITSM consulting, podcasting, and community building.

But perhaps the most interesting part of Matt’s journey has nothing to do with technology.

Matt grew up in a small town in Minnesota, working side by side with his dad on the family farm—tools in hand, fixing tractors. That hands-on problem-solving laid the foundation for a career centered on empathy, experimentation, and service design.

Matt’s story is a powerful reminder that your background doesn’t define your limits—it gives you tools to build something better. Whether you started on a help desk, a farm, or somewhere in between, there’s value in looking back to see what shaped you—and how it continues to guide your work today.

Listen, Watch, and Join the Conversation

▶️ Watch this episode on YouTube

Catch the full video here of Episode 24: Beyond Tickets: Creating Meaningful IT Experiences 

🌐 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 

HDI Highlights Emerging IT Trends and Innovations in Latest Newsletter

In its recent newsletter, HDI explores critical IT service management trends and innovations shaping the industry. Dawn Christine Simmons addresses the growing challenge of Shadow IT, emphasizing that it's not merely user rebellion but rather a rapid-response necessity when traditional IT solutions lag behind business needs. With 88% of cybersecurity risks stemming from organizational blind spots—and nearly half attributable directly to shadow IT—Simmons suggests that clarity, accountability, and empathy from IT teams can effectively mitigate these risks.

Erica Marois introduces HDI's Rising Stars program, aiming to spotlight early-career IT professionals who excel in collaboration, innovation, and continuous improvement. Recipients of this recognition will receive complimentary access to the upcoming Service Management World conference in Orlando, creating opportunities for professional growth and networking.

Lastly, Linda Lenox explores the intersection of Knowledge-Centered Service (KCS) frameworks and agentic AI. Lenox explains that organizations employing KCS principles can safely integrate AI, leveraging their internal knowledge bases as reliable sources to guide AI's functionality. By using AI to enhance and scale established processes, organizations can ensure accuracy, maintain oversight, and effectively manage the dynamic landscape of IT support.

The latest edition of HDI Support World offers a timely snapshot of the changing landscape of IT support and service management in 2025. In “5 Insights from HDI’s ‘State of Tech Support in 2025’,” Jessica Levco unpacks key industry trends, including optimism about AI’s role in transforming—not replacing—jobs, and growing concerns around economic uncertainty and staff turnover. With 75% of support teams reporting attrition, the article underscores the importance of compensation, work-life balance, and employee recognition.

In “How I Became the Chief Human-in-the-Loop Officer,” Susan Smith makes a compelling case for putting people at the center of AI initiatives. She stresses that effective AI deployment begins with process clarity, clean data, and a strong knowledge base—not just tech enthusiasm.

For those focused on operational resilience, Randy Steinberg’s “6 Techniques to Get to the Root Cause of an IT Outage” equips service desks with proactive strategies to lead root cause analysis efforts and minimize disruptions.

Finally, readers are encouraged to shape the future of the field by contributing to the State of Service Management Survey, with results to be revealed at Service Management World this November.

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.