HDI Support World Highlights: Human-Centered IT Support & AI Evolution
February 14, 2025 – In the latest edition of HDI Support World, industry leaders explore the balance between automation and human connection in IT service management.
Doug Tedder’s latest blog, Stop Taking Tickets!, challenges IT service desks to move beyond rigid ticketing systems and performance metrics. Tedder warns that excessive automation is eroding the human element in IT support, urging organizations to refocus on building relationships with customers to foster trust and loyalty.
Meanwhile, Rocky McGuire delves into the next evolution of artificial intelligence in How Agentic AI Will Revolutionize IT Support. Unlike GenAI, which relies on direct prompts, Agentic AI autonomously identifies needs, plans solutions, and executes tasks across an organization. Experts predict that by 2028, a third of enterprise software will integrate Agentic AI, though human support teams will remain essential.
As the industry evolves, HDI’s Global Service and Support Awards celebrate top performers in IT support. With a record number of entries this year, the winners will be announced at SupportWorld Live in Las Vegas on May 21. Attendees can save $200 by registering with code SWNEWS.
Additionally, Jeff Rumburg offers key insights into AI adoption in IT Support Success. He highlights the importance of tracking "Tickets per User per Month" to measure AI’s effectiveness while cautioning organizations against data overload without meaningful interpretation.
Upcoming HDI training courses include Foundations in Service and Support Metrics and ITIL® 4 Foundation, providing IT professionals with essential skills for the evolving landscape.
For more information, visit HDI Support World or register for SupportWorld Live 2025.
