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July 18, 2025 Edition of Support World News

July 18, 2025 Edition of Support World News

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.