supportworld

Are We Missing the Moment in IT Leadership? Reflections from HDI SupportWorld

In the latest issue of HDI SupportWorld, several thought-provoking articles call attention to the crossroads we face in IT support, leadership, and innovation—particularly in how we prepare the next generation.

AI Avoidance: A Missed Learning Opportunity
In “AI Avoidance in Schools: Are We Failing the Next Generation of IT Leaders?”, Susan Smith shares an eye-opening moment from a high school business competition where students avoided AI tools—not because they didn’t want to use them, but because they were told not to. Her story raises an important question: Are we blocking innovation instead of teaching responsible use? For IT leaders unsure how to introduce AI, she recommends starting small, leveraging tools already in use, and showing how AI can complement—not replace—human skill.

Automation is Not Optional
Rocky McGuire’s article, “Why All IT Support Should Be Automated,” brings the urgency. With billions invested in AI startups and support expectations evolving, he argues that forward-thinking teams should champion automation as a way to reduce friction and improve service delivery. This isn’t just about keeping up—it’s about staying relevant.

Voices and Opportunities
We also hear from Kirk Weisler in a special video message about why SupportWorld Live is a can’t-miss experience for IT pros, packed with inspiration, case studies, and community. And if you’ve ever dreamed of sharing your own lessons learned, today’s the final day to submit a speaker proposal for Service Management World—a perfect stage to share your expertise.

As IT leaders, educators, and support professionals, we’re shaping the future of service and leadership. Let’s make sure we’re not just keeping up—we’re leading the way.

Building Resilient IT: People, Training, and Human-Centered Leadership

In today’s always-on, digitally dependent workplace, IT disruptions don’t just halt systems—they halt people. In the HDI SupportWorld update, thought leaders remind us that true resilience in IT means more than uptime and backups—it means investing in people, preparing teams, and rethinking what success really looks like.

Resilience Starts With People, Not Just Platforms

Nancy Louisnord’s article, Is Your IT Department Resilient?, offers a timely warning: the next big outage isn’t just a technical failure—it’s a human one if we’re not ready. Highlighting the 2023 Microsoft outage, she reminds us that relying on a single-vendor ecosystem can expose critical vulnerabilities. Smart IT leaders are now designing continuity strategies that prioritize people, ensuring teams can stay connected, supported, and productive—no matter what goes down.

Training is Not Optional—It’s a Strategy

In 4 Ways to Improve Your Training Program, Thomas Lorentz urges IT organizations to stop treating onboarding like a race. Rushed training leads to poor service and fast turnover. Instead, he champions thoughtful, structured learning—whether through live trainers or LMS platforms—that integrates culture, clarity, and capability. His advice is simple but powerful: train people well, and they’ll stick around and perform.

Doug Tedder: Bringing Humanity Back to IT

In Erica Marois’s LinkedIn spotlight, we meet HDI Top 25 Thought Leader Doug Tedder, who’s calling for a reset in how we approach service management. He critiques our obsession with procedures, technologies, and KPIs that don’t always serve a purpose. His message? Recenter IT around people. Context matters. Empathy matters. And IT should never forget the human side of the service experience.

HDI SupportWorld Live 2025: Let’s Talk About It in Vegas

These themes of resilience, learning, and human-centered service will converge at SupportWorld Live 2025, hosted at the MGM Grand in Las Vegas. Between training sessions like ITIL® 4 Foundation and Experience Practitioner, IT pros will gather to explore what’s next for our profession—and how we can build stronger, more supportive teams in an unpredictable world.

Read more here

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.

In the latest edition of HDI SupportWorld, the spotlight is on navigating digital transformation, empowering IT teams, and preparing for key industry events.

In her article, Rachel Mulry explores the human side of digital transformation, emphasizing that success isn't just about tech — it’s about guiding employees through change. From clarifying objectives to celebrating milestones, Mulry offers actionable advice for leaders looking to inspire real, people-driven progress.

Daniel Guinto shares three simple but powerful ways to elevate your service desk in his latest LinkedIn post. By investing in training and fostering continuous skill growth, Guinto argues that organizations can’t afford not to support their teams.

Meanwhile, Roy Atkinson delivers his weekly tip on LinkedIn: be careful how you measure success. Overemphasis on a single metric can throw others off balance. Catch more of Atkinson’s wisdom at SupportWorld Live, taking place May 18–22 in Las Vegas.

And if you're ready to share your own insights, Erica Marois invites you to speak at Service Management World 2025, happening Nov. 16–20 in Orlando. Proposals are due by April 18 — the perfect chance to showcase your expertise in AI, knowledge management, and more.

Don’t miss out on the upcoming SupportWorld Live conference at the MGM Grand in Las Vegas, and check out HDI’s virtual training options like the Experience Practitioner course.

Stay ahead of the curve with the latest from HDI — because transformation begins with you.

The newest edition of HDI SupportWorld brings a refreshing take on the world of IT support, showcasing how innovation, playfulness, and people-first thinking are transforming the industry.

💡 Making IT Fun: Why Playfulness Matters in Tech Teams
In the featured article, Matt Beran flips the script on traditional IT culture. Instead of sticking to the same old compliance-focused routines, he makes the case for curiosity, collaboration, and gamification. It’s a call to create “safe-to-fail” environments where innovation thrives and tech teams feel energized and engaged.

🎥 Thought Leader Spotlight: Sarah Nicastro
In a must-watch video, Erica Marois interviews Sarah Nicastro, one of HDI’s Top 25 Thought Leaders. Sarah shares her bold vision for service management’s future and her mission to deliver high-impact content for field service professionals. Her insight is both inspiring and actionable—don’t forget to connect with her on LinkedIn!

🎙️ Bytes & Banter Podcast: Doug Rabold
Jessica Levco hosts Doug Rabold, North America XLA Institute Evangelist, in a podcast episode that dives into the evolution of service desks. Doug explains how focusing on experience management is reshaping IT leadership—and why it's a trend to watch in 2025. You can also catch Doug live at SupportWorld Live in Las Vegas this May.

🧠 Upcoming Webinar: Using Generative AI to Clean Up Your Knowledge Base
On March 25, Leslie O’Flahavan will lead a practical webinar on how to revitalize your knowledge base using Generative AI. Learn how to refresh outdated content, improve adoption, and deliver smarter, more useful KB articles. Real-world tips, examples, and time-saving strategies await!

📅 Mark Your Calendars
From the Experience Practitioner Training Course to the ITIL® 4 Foundation class, and the can’t-miss SupportWorld Live 2025 Conference at MGM Grand in Las Vegas—HDI has a packed schedule designed to empower and elevate IT professionals.

Want to stay ahead in service and support? This edition of SupportWorld is your roadmap.

AI Revolutionizes IT Service Desks: A Case Study on Efficiency and Problem-Solving

In the ever-evolving landscape of IT service management, artificial intelligence (AI) is proving to be a game-changer. A recent case study shared by Thomas Wilk in HDI SupportWorld highlights how AI dramatically improved his company’s service desk operations, enhancing efficiency and user experience.

Previously, employees struggled with a complex ticketing system that required navigating 19 different forms. The process was often confusing and frustrating, leading to inefficiencies in service resolution. The introduction of a new IT Service Management (ITSM) platform equipped with AI-driven analysis transformed the system. By consolidating submissions into a single form, AI now categorizes and prioritizes service requests automatically, while also providing detailed reporting insights.

Rather than replacing human staff, AI is streamlining routine categorization tasks, allowing IT teams to focus on resolving issues and enhancing service quality. This strategic implementation of AI underscores its potential to optimize workflows without diminishing the need for skilled IT professionals.

The State of Tech Support: Industry Survey Now Open

In a bid to gather valuable insights from IT support professionals, HDI SupportWorld has launched its annual State of Tech Support Survey, spearheaded by Daniel Thomas. The survey aims to explore critical industry challenges, including staffing shortages, training needs, process improvements, and compensation trends.

The collected data will be presented at SupportWorld Live 2025, scheduled for May at the MGM Grand in Las Vegas. IT professionals are encouraged to participate and contribute their perspectives to help shape the future of the industry.

Thought Leader Spotlight: Roy Atkinson

Industry expert and HDI Top 25 Thought Leader Roy Atkinson recently engaged in a thought-provoking LinkedIn Q&A, moderated by Erica Marois. Atkinson shared insights on leadership, mentorship, and even his dream guest list for a historical dinner party. His expertise continues to guide IT professionals navigating the complexities of modern service management.

AI in IT Support: A New Certification Opportunity

With AI becoming an integral part of IT operations, HDI has introduced the Artificial Intelligence in the Support Organization (AISO) certification. This program offers four comprehensive learning modules designed to help IT professionals develop AI-driven strategies, assemble effective project teams, and measure success through innovative KPIs. The certification transforms theoretical AI concepts into practical, actionable solutions for IT service teams.

Upcoming Events & Webinars

The SupportWorld Live 2025 conference, one of the industry’s premier events, will take place in Las Vegas from May 18-22, featuring expert panels, workshops, and networking opportunities.

Additionally, HDI is hosting a webinar on March 25, 2025, titled How to Use Generative AI to Spring Clean Your Knowledge Base. Presented by Leslie O’Flahavan, the session will focus on leveraging generative AI to refresh outdated content and boost user engagement.

As AI continues to revolutionize IT service management, professionals are urged to stay ahead of the curve by participating in training opportunities and engaging with thought leaders in the industry.

For more information and to register for upcoming events, visit HDI SupportWorld.  

Tech News: HDI’s Latest Insights on IT Career Growth, Workforce Engagement, and AI in Knowledge Management

The latest edition of HDI’s newsletter is packed with valuable insights for IT professionals looking to grow their careers, optimize service desks, and navigate workplace challenges.

Level Up Your IT Career With Lean Improvement

In his latest blog, IT service expert Randy Steinberg introduces the Lean Continual Service Improvement Program, a method that helps service desks eliminate inefficiencies and enhance productivity. By cutting non-value activities and focusing on meaningful improvements, IT teams can drive measurable results and gain greater organizational recognition.

Tackling Employee Disengagement in IT

Rocky McGuire sheds light on a growing issue—workforce disengagement. With U.S. employee engagement hitting a 10-year low, IT support leaders must rethink their strategies. The article explores three key solutions: linking performance metrics to a larger mission, practicing servant leadership, and fostering employee development through intentional career paths.

Spotlight on Thought Leader Teri Oropeza

This month’s Thought Leader Spotlight features Terri Oropeza, one of HDI’s Top 25 Thought Leaders. In an exclusive Q&A, she shares her top career advice: "Embrace learning. Remember what excites you. Take care of yourself."

Essential Reading for IT Support Pros

Looking for your next great read? HDI Connect members have shared their top book recommendations for IT professionals. Erica Marois has compiled a list of 19 must-reads to inspire learning and growth in the IT support industry.

Upcoming Webinar: Using AI to Improve Knowledge Bases

On March 25, 2025, communication expert Leslie O’Flahavan will host a webinar on how Generative AI can help IT teams refresh outdated knowledge base (KB) content and improve user adoption. Attendees will learn practical strategies to keep KB articles relevant, engaging, and time-efficient.

Upcoming Events & Training

HDI continues to provide career-boosting opportunities, including:

• ITIL® 4 Foundation – Accredited Training (Virtual Classroom)
• Experience Practitioner Course (Virtual Classroom)
• SupportWorld Live 2025 (MGM Grand, Las Vegas)

Stay ahead in the ever-evolving IT landscape with HDI’s latest insights, events, and training opportunities. 🚀

HDI SupportWorld has released its latest updates, offering IT professionals valuable insights into asset management, career development, and industry leadership.

What IT Assets You Need to Track in 2025

In a new blog, Matt Beran emphasizes that asset management isn’t about tracking everything—it’s about tracking the right things. His piece explores how businesses can optimize efficiency, reduce risk, and support growth by strategically managing hardware, software, and cloud services.

HDI Local Chapters: A Career Game-Changer

Erica Marois highlights the impact of HDI Local Chapters, a network of 24 groups nationwide that serve as a hub for IT service professionals. Members gain access to learning opportunities, career development resources, and valuable peer connections.

Fast-Tracking Your IT Career

Wilson Pardi Junior shares strategies for accelerating IT career growth in 2025. His blog stresses the importance of balancing technical skills—such as network security—with soft skills that AI can’t replicate, positioning professionals for long-term success.

Spotlight on Jo Peterson

Recognized as an HDI Top 25 Thought Leader, Jo Peterson discusses supply chain security and shares personal insights, including her dream vacation.

Upcoming Webinar: AI-Powered Knowledge Management

On March 25, 2025, Leslie O'Flahavan will lead a webinar on using Generative AI to refresh outdated knowledge base content, improve user engagement, and streamline IT support.

For more industry insights and updates, visit HDI SupportWorld and explore the latest research, blogs, and events shaping the future of IT service management.

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.

The HDI Global Service and Support Awards have set a new benchmark this year, receiving an unprecedented number of entries that showcase the innovation and excellence shaping the service and support industry. These prestigious awards recognize top-performing individuals, teams, and organizations that are pushing the boundaries of customer experience and IT service management.

The winners will be announced in Las Vegas on May 21, 2025, during SupportWorld Live, a premier industry event. Attendees can register using the code SWNEWS for a $200 discount.

Meet the 2025 Finalists

The awards highlight excellence across multiple categories:

• Best Service and Support Manager: Nominees from Johns Hopkins University Applied Physics Laboratory, Northwestern Mutual, Unisys, and Farm Credit Mid-America.
• Best Service and Support Technician: Finalists include professionals from First American, RIT, the State of Michigan, and Great River Energy.
• Best Service and Support Analyst: Recognizing talent from Open Technology Solutions, First American IT Service Desk, UPMC, and Infinite Campus.
• Best Local Chapter Officer: Honoring leadership from InvGate, Vertex, The MIL Corporation, and Northwestern Mutual.
• Best Customer Experience: Organizations such as Fundraise Up Inc., MTA Solutions, Splashtop, and the University of Alaska Anchorage are setting new standards.
• Best Service and Support Culture: Recognizing companies like IGS Energy, Johns Hopkins APL, and SitusAMC IT Support for fostering exceptional workplace environments.
• Best Service and Support Organization: Featuring industry leaders including First American Field Services, Fundraise Up Inc., Infinite Campus, Northwestern Mutual, and the State of Michigan Department of Technology, Management, and Budget.
• Best Service Improvement Initiative: Honoring DXC, Revinate, Unisys, and WBM Technologies LP.
• Best Use of Technology: Showcasing innovation from First American IT Service Desk, Unisys Global Service Desk, and WBM Technologies.

A Highly Respected Panel of Judges

This year’s awards are evaluated by an esteemed panel of industry experts, including Roy Atkinson, Rae Ann Bruno, Chris Chagnon, Marie DiRuzza, Pete McGarahan, Deborah Monroe, Gina Montague, Nancy Louisnord, Anthony Orr, Richard Syorka, Doug Tedder, and Eddie Vidal.

The service and support industry eagerly anticipates the winners' announcement at SupportWorld Live in Las Vegas. Congratulations to all finalists for raising the bar and driving excellence in IT service management!

https://www.thinkhdi.com/library/supportworld/2025/meet-the-2025-hdi-award-finalists 

IT Support in 2025: Thought Leaders, Soft Skills, and Strategic Goals

As the IT industry evolves, staying ahead requires a blend of expertise, adaptability, and forward-thinking strategies. Three new articles highlight key insights from top IT professionals, covering leadership, essential skills, and game-changing goals for 2025.

Meet the 2025 Thought Leaders
Introducing the 2025 Thought Leaders—a distinguished group of IT service and support professionals who have made a lasting impact in the field. These experts bring a wealth of knowledge and experience, shaping the future of IT. Professionals looking to expand their networks are encouraged to connect with them on LinkedIn.

4 Essential Soft Skills for IT Support
Technical know-how alone won’t cut it in the modern IT landscape. In his article, Thomas Lorentz emphasizes the growing need for soft skills like leadership, adaptability, and communication. With AI and automation poised to reshape up to 30% of work activities by 2030, IT professionals must hone mentorship, collaboration, and stakeholder management to stay relevant.

Top Goals for IT Success in 2025
Ben Boyd outlines three transformative strategies for IT support in 2025:

1. Upgrading self-service portals to meet digital-first expectations.
2. Implementing smart onboarding programs to enhance productivity.
3. Building cross-functional IT teams to drive innovation and efficiency.

With these insights, IT leaders can position themselves for success in an industry that never stands still. Read the full articles to stay ahead in 2025!

This week's issue discusses key strategies for IT professionals to thrive in an evolving industry: developing power skills, modernizing IT support, taking control of career growth, and networking effectively.  

Here's a summary of all the articles:

Power Skills Aren’t Soft: Level Up Your IT Career With The Skills That Matter Most
Matt Beran challenges the notion of “soft skills,” emphasizing that communication, empathy, and adaptability are critical "power skills" that distinguish great IT professionals from the rest. These skills can be developed through practice, mentorship, and stepping outside one's comfort zone.

Future-Proofing IT Support: An 8-Step Approach
Randy Steinberg outlines strategies for modernizing IT service desks using AI chatbots, augmented reality, and smart self-service solutions. These advancements can enhance efficiency by reducing direct agent calls and improving first-contact resolutions.

You are the CEO of Your Own Career
Thomas Wilk encourages IT professionals to take ownership of their career paths by aligning their goals with their true interests rather than simply chasing promotions. Strategic career planning leads to long-term success and job satisfaction.

Are We Connected on LinkedIn?
Erica Marois and Jessica Levco highlight the importance of networking in 2025, urging IT professionals to join their LinkedIn community to stay informed, engage in meaningful discussions, and access valuable industry content.

 HDI Support World is gearing up for an impactful 2025 with insightful resources like Doug Tedder’s guide to seamless onboarding, quarterly Industry Masterminds Groups, and contributions from leading IT service experts. From practical training courses to thought leadership on AI and service management, HDI is your go-to hub for professional growth and innovation.

How to Solve the Challenge of Onboarding New Employees
In his latest blog, Doug Tedder tackles a key workplace challenge: seamless onboarding. Tedder emphasizes the importance of a dedicated value stream owner to unify the efforts of HR, IT, and Facilities. He shares how value stream mapping can transform the onboarding process, ensuring new hires feel supported and integrated from day one. Read more.

Meet HDI’s 2025 Featured Contributors
HDI is proud to introduce the 2025 Featured Contributors! This esteemed group of IT service and support professionals, led by Erica Marois and Jessica Levco, will share insights on topics such as AI, leadership development, and service management. Connect with these thought leaders on LinkedIn to expand your network and gain valuable industry knowledge. Read more.

Join an Industry Masterminds Group!
Kickstart 2025 with HDI's quarterly virtual meetups. Hosted by Erica Marois and Jessica Levco, these one-hour sessions will bring together industry professionals to discuss challenges, share best practices, and build connections. Don’t miss this chance to network and grow. Sign up here.

Ramen or Rent? Fueling a Career You’ll Never Regret
In the latest Bytes and Banter podcast episode, Rocky McGuire and Stephen Ng delve into the realities of technical support and critical account management. Learn how Ng has driven cost savings, revenue growth, and margin success in diverse organizations. Watch the podcast.

Upcoming HDI Training Courses
Prepare for success in 2025 with HDI’s virtual training offerings:

• Jan 22: KCS Principles
• Feb 25: Foundations in Service and Support Metrics
• Mar 10: ITIL® 4 Foundation - Accredited

Visit HDI SupportWorld to stay updated on events, resources, and opportunities to connect with industry leaders.

This week’s Support World Newsletter is about our new year plans.  As we usher in 2025, HDI sets the stage for a transformative IT service and support year. This year’s initiatives are designed to foster community growth, provide industry insights, and drive innovation across the field.

Key Highlights for 2025:

1. HDI Featured Contributors: A new lineup of thought leaders will share their expertise through articles, research, and industry discussions.
2. Conferences and Events: The HDI SupportWorld Live Conference returns with two major events featuring top speakers and workshops for IT professionals.
3. Top 25 Thought Leaders List: Back by popular demand, HDI will recognize influential leaders shaping enterprise support's future.
4. Mentorship Program: A new mentorship initiative through HDI Local Chapters aims to connect seasoned professionals with newcomers, fostering knowledge-sharing and career growth.
5. HDI Connect Revamp: Quarterly industry meetups will be hosted on the revamped HDI Connect platform, offering a modern space for collaboration and networking.

Spotlight on Innovation: AI and Automation
Phyllis Drucker, in her article AI and Automation: The Future of Enterprise Support, discusses how generative AI and robotics are reshaping IT support. From AI-powered chatbots to automated ticketing, the future of enterprise support is here. Drucker advises starting small with a pilot program to ease into these transformative technologies.

Stay Engaged:

• Monthly Polls: Daniel Thomas introduces a new flash poll initiative for 2025. Participate in this month’s 3-question survey here.
• Top Articles of 2024: HDI’s roundup of last year’s most impactful insights is a must-read.

Upcoming Training Opportunities:
HDI is offering virtual courses to upskill professionals, including:

• KCS Principles
• Foundations in Service and Support Metrics
• ITIL® 4 Foundation

For more details on courses, visit HDI Training.

Let’s make 2025 a landmark year for innovation, learning, and community building in IT service and support!  Subscribe to this and other newsletters HERE!

In this summary article, HDI’s Principal Analyst, Daniel Thomas, shares critical insights from HDI’s State of Technical Support report. This annual benchmark study highlights the progress, perceptions, opportunities, and challenges shaping the industry. It covers everything from recent workforce trends and hiring forecasts to skills and training needs, to key support metrics, technology initiatives, and adherence to best practices.

One notable observation is that the tech support profession is not going away any time soon despite slower job growth. In addition – and not surprisingly - technical support teams have "big plans" to leverage generative AI (Artificial Intelligence) for which they are already laying the groundwork. Read on to gain access to essential highlights from HDI’s State of Technical Support.

Read More - https://www.thinkhdi.com/library/supportworld/2024/state-of-technical-support-4-takeaways 

Daniel Thomas is Principal Analyst of Enterprise IT at Informa Tech, producing thought leadership content for the HDI and ICMI communities. He has more than a decade of experience researching and writing on the most critical topics of interest for the technology sector, including cybersecurity, AI, data analytics, risk and privacy, networking and digital security policies. He previously served as a Senior Analyst for CyberRisk Alliance and as the Director of Research for GovExec Media in Washington, D.C

This article is shared from HDI Informa Support World newsletter