supportworld

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

Welcome to this week's Support World News! 🌟 Check out this rerun of this recent HDI webinar "Tech Support, Meet Your New AI Coworkers." Tune in to hear HDI principal analyst Tim McElgunn, Freshworks SME Eddie Frey, along with industry thought leaders Dan Turchin and Doug Rabold. They're diving deep into how AI-powered tools can supercharge support teams, making them more productive, efficient, and ready to deliver top-notch service. 🚀 Speaking of AI, it's pretty amazing, right? But here's the thing, we're all about results. No matter how impressive AI is, what really matters is how it helps tech support teams and leaders achieve their business goals. 🎯

But wait, there's more in this issue of Support World News! 📰 We've got insights from a Salesforce "State of IT" Report that spills the beans on how IT teams are using AI and automation to tackle the challenges of growing business demands. And guess what? Most of them are planning to invest even more in these areas. 💼

Ever wondered about the difference between IT training and IT learning? Dive into this article on why staff learning is a game-changer compared to traditional training. It's all about progress and innovation! 📚✨

Last but not least, let's talk about AI strategy in the C-Suite. A fresh study by IBM reveals that CEOs are totally excited about AI's potential and want to bring in competitive AI solutions. But here's the twist: only 29% of their executive buddies feel they've got the inside know-how to jump on the generative AI train. 🚂💡

So kick back, relax, and enjoy this edition of Support World News. We're here to keep you informed, inspired, and in-the-know! 🎉Get the latest technical support and service management insights online, in-person, and in your inbox. 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. Subscribe today.

All HDI Local  Chapter members receive a $350 discount (an increase from $150) off registration. Get your discount code here.

This week’s Support World News - Nancy Louisnord writes about why "IT Should Still Innovate During an Economic Downturn". She presents the argument that it is a mistake for IT departments to attempt to simply keep the lights on when the business climate sours. Though cost reduction will be inevitable in some areas of business, IT is also the best place to invest in certain initiatives for the business to thrive. Nancy has been named an HDI’s TOP 25 Thought Leaders and HDI’s featured contributors

Also in this edition of Support World News:

Craig Idlebrook warns us "Underestimate Cybercriminal Organizations at Your Peril"! Too many of us have an outdated concept of the level of sophistication of cybercrime organizations. That may put us at risk.

"How to Prep for a Service Desk Manager Role (SDM)" is first in a series of nine articles, Pierre Bernard shares six things you can do to best position yourself to hit the ground running as a Service Desk Manager.  Pierre is a published author and experienced expert in the world of ITIL, with experience across IT practices. He works to transform best practice concepts into reality and explain theoretical concepts in plain language. He combines extensive experience with knowledge and expertise in service management, organizational change, business management, and continual service improvement.

Get the latest technical support and service management insights online, in-person, and in your inbox.

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. Subscribe today.

At this year’s HDI Support World Live Conference in Las Vegas, I was once again asked – along with several fellow members of the Board of Directors – to address the conference audience about the value of the HDI Local Chapters network. At last year’s conference, Tom Wilk and I spoke about “The Power of Connection”. This year our merry band of pranksters spoke with the audience about “Our HDI Journey.”

This is a topic that we could have each taken hours to cover, as each of our board members has had a unique and intriguing journey. In the interest of time at the conference, we put our heads together and came up with just a couple of moments that were illustrative of the impact that HDI Local Chapters have had on us professionally and personally. 

Read Doug's whole article at:  https://www.thinkhdi.com/library/supportworld/2022/doug-rabold-piece-hdi-swl-2022.aspx

Get the latest technical support and service management insights online, in-person, and in your inbox.

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. Subscribe today.

This week’s Support World includes Ben Brennan goes into why it is important for IT service and support pros to know they are in a relationship with their client, and that often misunderstandings will arise. In part one of this two-part series, Ben lists the five “love languages” of clients, and reminds us to be human-centered in our approach. In the second part Ben describes the key ingredients IT service and support pros need to have a strong relationship with their clients. He gives suggestions for how to implement them in practice, as well.

Ben Brennan is the author of Badass IT Support, Founder and CEO of QSTAC. Ben has earned a reputation for bringing a "mind-blowing" customer centricity to the heart of the IT culture at companies worldwide. Brennan has been named by HDI as a Top 25 Thought Leader and Featured Contributor for 2020.

Also in this edition of Support World:

Joao-Pierre S. Ruth is Senior Writer at InformationWeek. Looks at “What Will Be the Next New Normal in Cloud Software Security?” Accelerated moves to the cloud made sense at the height of the pandemic -- organizations may face different concerns in the future. Chief among these is how to determine who is an authorized user and who isn’t in a hybrid work environment.

Get the latest technical support and service management insights online, in-person, and in your inbox.

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. Subscribe today.

This week’s Support World includes an interview with NJ Robinson who serves as Deputy Director of the 794th Communications Squadron of the United States Air Force and is part of HDI’s Strategic Advisory Board. The board is composed of industry thought leaders, practitioners and solution providers who help HDI keep close tabs on the customer insights and support center and service management market developments. Craig Idlebrook asks NJ five questions for the article “You Must Accept and Adapt to Change”. NJ shares that flexibility and soft skills are keys for longevity and success in the IT service and support industries. NJ is also an active member of the Capital Area Local Chapter.

Also in this edition of Support World:

“Why IT Roles Are Broadening” by Lisa Morgen, Freelance Writer for Information World. The world of IT is constantly evolving and with it, IT positions. However, there's no one path that will suit all organizations. Here, IT thought leaders share how they think the titles and roles will evolve in the near future.

“Take a Quiz on Your Organization’s Mission Statement” Rose Polchin shares a way to assess your mission statement to ensure it acts as a north star to good outcomes for both your organization and your customers. There is a Quiz! and criteria for a solid mission statement. See where you land.

TREND REPORT - Driving Business Value with Next-Generation Service Management

Among the many factors that drove change in service management strategies in 2020, two stand out: the pandemic and digital transformation. Priorities and challenges suddenly changed, resulting in new mandatory requirements for a more agile, flexible, resilient approach to service management. This trend report explores four fundamental considerations as we look to the future for support organizations and service management:

• The shifting landscape of expectation and value

• The role and relevance of service and support in 2021

• Next-generation service management

• Enabling next-generation service management

Once customer experience was something IT service and support put on the backest of backburners. The concept has now become front and center in the competitive IT landscape. In the May 21st edition of Support World, Doug Rabold has a somewhat heretical suggestion for how to meet that demand in his article “Hire IT People With More Than IT Skills”. Often, it requires more than raw IT skills to deliver great IT support for customers and clients. In a follow up article “How to Recruit and Hire Non-IT People for IT Roles”,  Doug discusses how to change your hiring process and recruitment process to find people who have some IT skills and versatility, and provide a strong customer experience.

Also in this edition of Support World:

“Pandemic Lessons in Parenthood and Leadership”

When her work life and home life collided during the pandemic, Holly Terrill realizes that her parental skills and her managerial skills often overlap. Here’s what she learned from the experience after a year leading from the home office. Holly Terrill oversees the contact center and interactive services teams at Meritrust Credit Union as the Director of Member Support Services. She has over 20 years of customer service and financial institution experience and has supported the contact center for nearly 8 years

“Remember Why you Are There: To Help People”

Craig Idlebook asks 5 questions of Roy Atkinson, CEO and Principal Advisor at Clifton Butterfield. Roy is part of HDI’s Strategic Advisory Board, composed of industry thought leaders, practitioners and solution providers who help us keep close tabs on the customer insights and support center and service management market developments. 

Siloing IT can lead to siloed solutions for your business. In the April 2nd Edition of Support World, Rae Ann Bruno shares how “Businesses Benefit When IT is An Equal Partner to Improve Experience”.  Rae Ann is a member of the HDI International Standards committee and is a frequent speaker at leadership and support conferences. She is the author of the HDI focus books: Translating IT Metrics into Business Benefits and What Have you Done for Me Lately? Creating an Internal Marketing Culture.

Also in this edition:

“How to Create a Policy Statement for Work-at-Home Team Members”

We all have received a crash course in the problems that may arise with a sudden shift to working remotely. Kay Phelps offers  a step-by-step guide with all the factors to consider, from equipment needed to performance expectations to legal liability.

“Shifting to a Value-Driven Service Management Model in Customer Service”

Too often, IT deals only with the immediate tasks of its clients, and misses the big picture of customer care. Your team may do better by asking questions to get a complete understanding of what your clients hope to achieve. Dr. Alma Miller is an enthusiastic entrepreneur, speaker, DevOps thought leader, and educator with over 15 years of experience in the IT industry.

Problem management is an important part of ITIL 4, but too often it gets neglected. In the March 26th Edition of Support World, Jeff Rumberg examines how to provide quantifiable data to provide focus and motivation for problem management efforts in "The Metrics of Problem Management".

Also this week:

Vicki Brackett helps leaders look in the mirror with "The Questions Every Leader Should Ask Themselves in Challenging Times".  Courage is the first step! Vicki is a subject-matter expert on virtual/work-at-home environments and leadership development, Vicki Brackett has written for and been interviewed by Forbes, Fast Company, Fortune Magazine, CFO Magazine, CEOWorld, HR News, Training Magazine, and a host of other publications, news outlets and podcasts on creative work-at-home and employee engagement strategies.

"How and Why to Market the Service Desk Within Your Organization" -  Melanie Karunaratne has led marketing campaigns, product launches, and corporate communications worldwide. To many outside of the IT department, the service desk is there for when things go wrong. Melanie sets out a plan to make sure those within your organization know the value of the service desk, and think to loop IT stakeholders on key decisions.

#itpros #marketing #problemmanagement #metrics #leadership