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Communications Teresa Pelley (Admin) posted an articleHDI SupportWorld: Trust, Excellence, Experience, and Career Growth see moreHDI SupportWorld: Trust, Excellence, Experience, and Career Growth
This week’s HDI SupportWorld newsletter highlights a critical truth for service and support professionals: technology may be changing rapidly, but trust, people, and continuous learning remain at the center of success.
In the lead article, Jessica Levco shares key insights from Tony North’s HDI Service & Support World lightning talk on AI adoption. His message was clear: trust should be the first design principle of any AI initiative—not the final goal. Through examples ranging from biased hiring algorithms to AI-driven scheduling failures, North demonstrated how support teams often become the frontline responders when AI systems fail. The lesson for leaders is to build governance, transparency, and human oversight into AI strategies from the beginning.
The newsletter also celebrates Cheryl Buzicky of Infinite Campus, recipient of the 2026 HDI Best Service & Support Analyst Award. Working in highly complex technical areas, Cheryl has earned a reputation for patience, authenticity, and a commitment to teaching customers rather than simply solving problems. Her example highlights how service excellence is often defined by how we empower others.
Looking ahead, HDI invites professionals to participate in the upcoming HDI & ICMI Idea Exchange on Experience Management. The session will explore how organizations are approaching the end-to-end customer journey and creating better experiences across every touchpoint.
Finally, HDI encourages professionals to invest in their growth through its summer training promotion, offering role-based learning opportunities for frontline analysts, managers, and senior leaders alike.
Together, this issue reinforces a powerful message: great service happens when technology, trust, experience, and people development work together.
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Communications Teresa Pelley (Admin) posted an articleHDI Local Chapter's new and events for June, 2026. see more
President's Message...
with Laurie Lukken
Service and Support World has come to an end and I hope everyone that attended learned a lot and had a great time reuniting with friends you have made in the past and socializing with peers. I want to congratulate the top award winners: Best Service and Support Technician award went to Nate Lantaigne-Goetsch from the Minnesota local chapter, Best Service and Support Analyst award went to Cheryl Buzicky from the Minnesota local chapter and Best Officer Of The Year award went to Chris Eder who is President for the Ohio local chapter. The 2026 award season saw 32 nominations submitted for Best Service and Support Technician, 77 nominations for Best Service and Support Analyst and 5 nominations for Best Office of the Year. This is a wonderful achievement and the nominators and winners should feel very proud of their accomplishment.
There will be a new award category for 2027 that will recognize those that are non-customer facing, may be in a training capacity, contributes to knowledge Management, is a technical resource, provides an escalation bridge and/or a L2/L3 liaison, assists in operational/process and assists front-line to deliver great service. It’s exciting to see this popular part of the conference get expanded to recognize hard working individuals in another category. The award season begins in August so start thinking now about who you can nominate for one of these awards.
HDI Local Chapters had a wonderful presence at Service and Support World with a prominent booth location that saw great traffic and interest both in how to become a member as well as starting a new chapter in locations where there isn’t currently a chapter. That interest included Phoenix, Utah, Las Vegas, Houston, Canada, South Bend, Orange County and Massachusetts. If you would be interested in helping to get a chapter started, please send an email sharing your interest to newchapterstartup@hdilocalchapters.org.
Bytes and Banter - Latest Episodes Released!
Before we jump into this month’s featured conversations, the entire HDI Local Chapters community and Bytes and Banter team would like to send a huge congratulations to our host, Rocky McGuire, and his wife as they welcome their new baby! We’re excited for Rocky and his growing family as they begin this wonderful new chapter together.
While Rocky takes some well-deserved family time, Daniel Guinto will be stepping into the host chair, with a brand-new episode arriving later in June.
In the meantime, we invite you to revisit a couple of standout episodes from our Previously on Bytes and Banter series:
🔁 Previously on Bytes and Banter – Episode 16: Go Behind the Curtain of Bytes and Banter!
Ever wondered what it takes to bring a tech podcast to life? In this special behind-the-scenes episode, the Bytes and Banter production team pulls back the curtain on the vision, collaboration, challenges, and creativity that go into every episode. It’s a fun and candid look at the people and passion behind the podcast.🔁 Previously on Bytes and Banter – Episode 18: The #1 Skill Set of the Future: It’s Not AI…It’s People Skills with Jo McRell
In this fan-favorite episode, author and employee experience strategist Jo McRell explores why communication, confidence, and people skills will matter more than ever in the future of work. Drawing from her experience helping organizations like Google, Meta, and Intuit empower employees, Jo shares practical advice on owning your value, advocating for yourself, and thriving alongside technological change.🎧 Tune in on Apple Podcasts, Spotify, YouTube, or your favorite platform.
Explore past episodes and subscribe at https://www.hdilocalchapters.org/cpages/bytesandbanter
Follow #BytesAndBanter for conversations that connect people, purpose, and tech.
Par-Tee Time: HDI Ohio Social at Topgolf Columbus
Enjoy two hours of golf, food, drinks, and great conversations with fellow IT and tech professionals from across Ohio.
Whether you're a longtime member or new to the community, this is the perfect chance to unwind, connect, and swing into summer with HDI Ohio!
Date: June 10, 2026
Time: 5:00 PM - 7:00 PM ET
Location: 2000 Ikea Wy, Columbus, OH 43240
Cost: Members: Free! Non-Members: $30
HDI Minnesota Summer Event
Join HDI Minnesota for our 2026 Summer Event at Canterbury Park in Shakopee—an afternoon that blends learning, conversation, and fun.
We’ll kick things off with two engaging sessions: Roger Fuhrman will take us back to the fundamentals with insights on the enduring value of customer service, followed by an interactive roundtable discussion on the future of AI in Service & Support, led by Matt Beran.
The event begins in the Triple Crown Suite, where you can enjoy provided snacks and beverages while connecting with peers. After the sessions, you’ll have the option to continue the experience with a social and networking outing at the live horse races. A dedicated Racing Ambassador will be on hand to guide you through placing a bet—if you’d like to participate—before we head to one of the Loffler Finish Line Cabanas. There, you’ll enjoy shaded seating and a prime view right over the finish line, putting you in the center of the action. Food and beverages will be available for purchase in the cabana area.
Date: June 11, 2026
Time: 1:00 PM - 4:00 PM CT
Location: 1100 Canterbury Rd, Shakopee, MN 55379
Cost: Members: Free! Non-Members: Meeting only is free, meeting + racing is $35
HDI Steel City Networking Event
HDI Steel City cordially invites its members to a networking opportunity with amazing collaborative discussions!
The event aims to promote valuable professional relationships, whether just hanging out with IT pros or engaging in substantive dialogue.
Date: June 11, 2026
Time: 3:30 PM - 5:00 PM ET
Location: The Finch: 59 S 2nd St 6th floor, Pittsburgh, PA 15219
Cost: Free!
Atlanta Community Social!
HDI Atlanta is building momentum — and we’re starting with community.
We’re preparing an upcoming social event focused on reconnecting Atlanta’s IT support and service management professionals in a relaxed, fun environment.
New connections. Fresh energy. Stronger local community.
Want to become an HDI Atlanta member? We are offering a discounted membership just for this event. Purchase the $99 ticket for both entry into the event and an annual HDI membership ($149 value!)
#HDIAtlanta #ITSM #CustomerExperience #AtlantaTech
Date: June 16, 2026
Time: 6:00 PM - 8:00 PM ET
Location: 2866 Washington St, Avondale Estates, GA 30002
Cost: Members: Free! Non-Members: $10.00
ITSM Roundtable Discussion
Join our upcoming HDI New York City Metro Chapter community roundtable for an open, honest discussion on all things ITSM. We will be hosted by our sponsor, Robert Half at their beautiful Manhattan Office 101 Park Ave, 32nd floor, New York, NY 10178, USA
We’ll kick things off with a few curated questions and discussion topics, then let the conversation take shape naturally.What’s working? What’s challenging? What keeps you up at night? What wins are you proud of? From service desk operations to experience management and everything in between, this is a space to share ideas, compare notes, and learn from peers facing many of the same challenges.
**Food & Drinks to be servedCome ready to participate, connect, and hear real stories from fellow IT leaders and practitioners. We want to hear from you!!
Date: June 17, 2026
Time: 5:30 PM - 7:30 PM ET
Location: 101 Park Ave, New York, NY 10178
Cost: Members: Free! Non-Members: $10
You Can't Quit and Stay: Responding with Intention in an Age of Constant Change
Join HDI Motown For Our First Session Of The Year!
We are excited to invite everyone to our first session of 2026! This session is open to everyone (free) and can be attended in-person or remotely.Today marks the slowest pace of change you will ever experience. While many treat change as a temporary disruption, it is the permanent condition of the modern landscape. This 45-minute workshop confronts a growing paradox: individuals who "quit" psychologically while remaining in their roles. This state of disengaged compliance or performative busyness is a natural, yet unsustainable, response to overwhelm.
This session is for leaders who help drive change in their organization, as well as people who have struggled to adapt to the constant pace of change.
Moving past "toxic positivity," this session offers a ground level truth: you cannot control the pace of change, but you can control your relationship to it. Using neuroscience and practical strategy, participants will learn to move from automatic reaction to intentional response, meeting a shifting world with agency rather than avoidance.Date: June 25, 2026
Time: 2:00 PM - 5:00 PM ET
Location: 7285 Parsons Dr, Dimondale, MI 48821
Cost: Free!
Take Me Out to the Ballgame!
Brew City HDI is thrilled to invite you to a fantastic baseball game and tailgate event that we are hosting on Friday, June 26th, 2026.
We have arranged for a group of 100 people to attend the game together, making it a great opportunity to bond with other fans and enjoy the game in a lively atmosphere. The tailgate party will start two hours before the game, and we'll have plenty of food and drinks to keep everyone satisfied. Tailgate with food, drinks, LIVE music, networking and games in general parking lot beginning at 5:00, game starts at 7:10.
Tickets are limited, and can be purchased below. Parking is on your own, and you will receive further instructions on the details of the tailgate event.
This is a family friendly event - kids are welcome to attend! Members and their guests qualify for the HDI Member rate.
Date: June 26, 2026
Time: 5:00 AM - 7:00 PM CT tailgate, 7:10 first pitch
Location: 1 Brewers Way, Milwaukee, WI 53214
Cost: Varies. See registration page for details.
Updates from HDI...Check out these great industry happenings!
HDI and ICMI Idea Exchange: Experience Management
Delivering great experiences doesn’t happen in silos. It requires alignment, insight, and a broader view of the customer journey. Join us for a discussion on how teams can best approach experience management today.
In this session, we’ll explore:
- What experience management looks like across different organizations
- How teams are thinking about the end-to-end customer journey
- Opportunities to collaborate across functions to improve outcomes
We’ll finish with 30 minutes of interactive breakout discussions, giving you space to connect, share ideas, and hear how others are approaching similar challenges.
Date: June 12, 2026
Time: 11:30-12:30 PM ET
Cost: Free!
SupportWorld - Are You in the Know?
Leading the technical support field with tips and insights from experts around the globe, exclusive research, and strategies for all segments of them 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!
Training Spotlight - Dive Into Savings!
We're making a HUGE splash with our biggest training sale of the season!
Each week in June, we're bringing you new courses on sale, organized by role.
From frontline support to directors, you'll get discounts on skills that matter most for YOUR position.
Get ready to dive into BIG savings! For one week only, secure 20% off HDI Training Courses (split by role – see calendar). Not valid for XLA or ITIL courses.
Click here for more information!
New Report Highlights 2026 Tech Priorities and Talent Challenges
Tech leaders are racing to deliver on AI, security and data priorities but most teams don’t have the talent to keep up. They are navigating a market hungry for specialized expertise but struggle to hire talent with AI and data science skills. The gap is real and growing. Whether you’re building teams or building your career, understanding where demand is headed is critical. Discover the latest insights on tech hiring challenges, in-demand skills and strategies to stay competitive in 2026. Read the full report from Robert Half here.
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 2026 National Sponsors
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Communications Teresa Pelley (Admin) posted an articleHDI SupportWorld: Rethinking Metrics, Modernizing Service Desks, and Rebuilding Community see more
HDI SupportWorld: Rethinking Metrics, Modernizing Service Desks, and Rebuilding Community
This week’s HDI SupportWorld newsletter challenges IT leaders to rethink what success looks like in service management—while also highlighting the importance of community and organizational evolution.
In the lead article, Doug Tedder argues that many traditional service desk metrics are becoming increasingly disconnected from reality. Metrics like ticket counts and resolution times may measure operational activity, but they don’t necessarily reflect the actual experience of the person needing support. As AI resolves more issues without creating tickets, Tedder believes organizations must shift toward measuring employee experience, business outcomes, and consumer happiness instead of relying solely on operational dashboards.
Next, Jessica Levco shares the story of how the University of Notre Dame transformed its long-standing Help Desk into a modern service desk capable of supporting a highly decentralized IT environment. While the original help desk was well-loved, growing complexity across students, faculty, and departments required a broader strategic approach. The session at HDI Service & Support World highlighted how evolving from reactive support to integrated service delivery helped create a function the university now depends on daily.
Finally, Erica Marois encourages professionals to stay connected beyond conferences by engaging with local HDI chapters. For many attendees leaving Las Vegas, the challenge isn’t finding information—it’s maintaining the relationships and shared learning that make the HDI community valuable. Local chapters provide opportunities for networking, career development, and ongoing collaboration throughout the year.
Together, these stories reinforce an important theme: modern service management requires better measures of success, stronger organizational alignment, and meaningful professional community.
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Tim Searl posted an eventThursday, August 6th, 6:30 PM - Night Out at Trenton Thunder – Baseball & Fireworks! see more
Thursday, August 6th 6:30pm - Night Out at Trenton Thunder – Baseball & Fireworks!
Dinner provided - Sponsorship opportunities available!
Doors open at 5:30 PM, game starts at 7 PM.
1 Thunder Road, Trenton, NJ 08611
Since space is limited, tickets will be for practitioners and event sponsors only. Tickets will be reserved for the first 25 to register.
Register today!
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Tim Searl posted an eventLunch will be provided. see more
Join the HDI Philly Chapter on July 15 at Widener University for an interactive networking event with fellow IT professionals. Connect, collaborate, and explore ways to elevate IT’s impact on the business while building stronger teams.
Lunch will be provided - Sponsorship opportunities available!
We would like to thank Widener University for letting us use their facility for the meeting.
Meeting Location:
One University Place
Chester, PA 19013
Parking - Street parking is free. Parking is also available in Stang Parking Lot on E. 14th Street and Widener University Parking Lot on Melrose Avenue.
We have two speakers who will be joining us this month:
David Sharp
Marie Clark
Save these dates in 2026:
- August 6 - Trenton Thunder
- September 16 - TBA
- December 4 - Awards and Leadership Conference
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Communications Teresa Pelley (Admin) posted an articleHDI SupportWorld: Leadership, Better Metrics, and Celebrating Service Excellence see more
HDI SupportWorld: Leadership, Better Metrics, and Celebrating Service Excellence
This week’s HDI SupportWorld newsletter captures the energy and insight coming out of HDI Service & Support World 2026 in Las Vegas, highlighting leadership lessons, smarter performance measurement, and award-winning service culture.
In the lead article, Jessica Levco recaps an all-star panel discussion featuring leaders from CX Accelerator, PCNA, The Verghis Group, and Slalom. The central message: service excellence extends far beyond a single department. As organizations navigate rapid industry change, leaders must focus on collaboration, empathy, and customer-centered thinking. One standout takeaway from the panel was the power of a simple question: “How can I help?”
Next, Glen Hoffman challenges traditional service desk metrics, arguing that common measurements like ticket volume and tickets closed per agent often encourage the wrong behaviors. When speed becomes the primary goal, repeat incidents and escalations increase. Instead, Hoffman recommends focusing on more meaningful indicators such as Mean Time to Resolve, First Contact Resolution, Customer Satisfaction, and Backlog Aging.
The newsletter also spotlights Property Meld, winner of HDI’s 2026 Best Service & Support Organization award. Their creative “Office”-style application video helped showcase the culture and personality behind their high-performing support organization.
Finally, Erica Marois shares highlights from this year’s HDI Service & Support World conference, from innovation and networking to memorable celebrations in Las Vegas. The community is already looking ahead to the 2027 event, returning April 25–29.
Together, this issue reinforces that successful service organizations are built through intentional leadership, meaningful metrics, strong culture, and community connection.
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Communications Teresa Pelley (Admin) posted an articleHDI Local Chapters Newsletter for May! see more
President's Message...
with Laurie Lukken
As May brings both Mother’s Day and Memorial Day, we pause to reflect on the powerful spirit of service and support that defines our remarkable community. These two occasions invite us to honor the nurturing care that uplifts others and the courageous dedication that inspires us all. Just as we do on Mother’s Day, let us celebrate those who bring warmth, kindness, and strength to every interaction, shaping lives with compassion and understanding. Just like honoring those on Memorial Day, let us remember the courage and selflessness of those who serve, often in challenging times, embodying the very heart of our community. Together, you exemplify the qualities we cherish most—nurturing hope, fostering belonging, and making a lasting difference.
The month of May also brings the HDI Service and Support World conference and as we celebrate our award finalists, I also want to pass along my sincere gratitude to you all. Thank you for your unwavering commitment, your love, and your service. Your impact is deeply felt and truly appreciated.
If you are attending Service and Support World in Las Vegas next week, please stop by and visit us at the HDI Local Chapters booth in the expo hall. If you are a member, we would love to see you and if you are not a member, you can take advantage of an exclusive membership discount only available to conference attendees.
Happy Mother’s Day and Memorial Day to all who embody the spirit of care, courage, and dedication!
Bytes and Banter - Latest Episodes Released!
🎙️ Episode 34 – Kwik Trip | Built to Last: Creating a Sustainable Knowledge Culture (SSW Session 403)
In this SSW spotlight, the team from Kwik Trip shares how they transformed knowledge from a “nice to have” into a critical foundation for service consistency across more than 900 locations. From training IT teams to create meaningful content to embedding knowledge into daily workflows, this episode offers a transparent look at what it takes to build—and sustain—a strong knowledge culture. You’ll hear practical strategies for keeping knowledge relevant, driving accountability, and improving both employee and customer experience.🎙️ Episode 35 – Vanderbilt University | Optimizing IT with AI Chatbots & Agent-Assist (SSW Session 802)
Featuring Rachel Kurilko and Kathleen Armour Spitzer from Vanderbilt University, this episode explores how AI is being integrated into the IT Service Desk. From chatbots to agent-assist tools, the team shares what’s working, what they’ve learned, and how they’re balancing automation with the human side of support. It’s a practical, behind-the-scenes look at scaling support in a fast-paced university environment.Together, these episodes capture the spirit of SSW—learning, innovation, and community—while delivering actionable insights you can apply right away.
🎧 Tune in on Apple Podcasts, Spotify, YouTube, or your favorite platform.
Explore past episodes and subscribe at https://www.hdilocalchapters.org/cpages/bytesandbanter
Follow #BytesAndBanter for conversations that connect people, purpose, and tech.
IT Security and Cyber Defense Forum
The IT Service & Cyber Defense Forum is a focused, two-track conference designed for professionals who are responsible for delivering reliable technology services and protecting the organizations they support.
In today’s environment, IT operations and cybersecurity are no longer separate functions—they are interconnected disciplines that must work together to ensure resilience, trust, and continuity. This forum brings those worlds together in a practical, engaging format.
What to Expect:
- Two dedicated tracks tailored to your role and interests:
- IT & ITSM Track: Explore service management best practices, operational efficiency, customer experience, and modern support strategies.
- Cyber Defense Track: Gain insight into threat detection, incident response, risk management, and building a security-first culture.
- Four dynamic speakers who bring real-world experience, actionable insights, and engaging delivery—focused on what actually works in today’s environments.
- Actionable takeaways you can bring back to your team immediately—whether improving service delivery, strengthening security posture, or aligning both.
- Meaningful networking opportunities with peers across IT, service management, and cybersecurity disciplines.
Date: May 8, 2026
Time: 3:00 PM - 8:00 PM PT
Location: Bellevue City Hall
Cost: Free!
Join the HDI Virtual Community for an engaging discussion focused on interview questions and practical, real‑world advice for IT Support professionals. Whether you’re preparing for your next role, hiring for your team, or simply want to learn from others’ experiences, this session is designed to be interactive and informative. The conversation will be facilitated by the HDI Virtual Community team and guided by shared experiences, best practices, and open discussion.
Date: May 12, 2026
Time: 12:00 PM - 1:00 PM CT
Location: Virtual!
Cost: Free!
HDI Philly Networking Event
Join the HDI Philly Chapter on May 13 at Temple University for an interactive networking event with fellow IT professionals. Connect, collaborate, and explore ways to elevate IT’s impact on the business while building stronger teams.
2 speakers will present on these topics:
- Patrick von Schlag, President, Deep Creek Center, Inc., presenting on "This Is Not Your Father’s ITIL: How ITIL 5 Can Transform Digital Business and Enable AI".
- Paul Gargiulo, West Chester University, Director of EdTech and User Services, presenting on "Chasing Zero: How WCU Optimized ITSM to Maximize Team Performance".
Lunch is sponsored by Sycamore.
Date: May 13, 2026
Time: 12:00 PM - 3:00 PM ET
Location: Temple University TECH Center (Bell Building) - Room 306
Cost: Members/Non-Members: Free!, Non-sponsoring vendors: $150
AI on Tap: An HDI WCNY Social Event
A laid‑back evening to exchange ideas about AI while enjoying drinks, pool, art, and conversation. No presentations - just people, perspectives, and networking.
If you're interested in attending, please make sure to register so we can plan ahead for the number of attendees. There will be 2 free pool tables available and a cash bar.
Date: May 18, 2026
Time: 5:00 PM - 7:30 PM ET
Location: 610 Monroe Ave, Rochester, NY 14607
Cost: Free!
Executive Leadership Day
Courageous Cloud Leadership: Building Trust and Agility in a Secure World
Modern leadership is about more than just overseeing technology—it’s about empowering teams to innovate fearlessly, embrace risk, and lead secure cloud transformations with clarity and compassion. Join visionary leaders for a day dedicated to practical strategies that foster trust, drive innovation, and ensure resilience in an ever-evolving digital landscape.
Date: May 21, 2026
Time: 9:00 AM - 3:00 PM CT
Location: 10 S. Riverside Plaza, Chicago, IL 60606
Cost: Free!
From Strategy to Autonomy: How Agentic AI is Redefining IT and Business Transformation
We’re kicking off summer with a happy hour networking event on Thursday, May 21—and pairing it with a great speaker. 🎉
Join us at Blend.co from 5:30–7:00 PM in our private room. Enjoy Happy Hour with a couple of drinks, thanks to our generous sponsor, AHEAD. 🍻
🎤 Featured Talk: From Strategy to Autonomy: How Agentic AI is Redefining IT and Business Transformation
Speaker: Ethan Rasa, AI Director at AHEAD
Ethan brings 15+ years of experience across advanced technology and enterprise AI. He previously served as a VP at Rescale (an HPC platform backed by Microsoft, OpenAI, and NVIDIA) and now partners with organizations to design and execute end-to-end AI strategies.
In this session, Ethan will break down how agentic AI is moving from buzzword to business driver—helping IT and business leaders unlock real, measurable outcomes through automation and modern ITSM practices. 🤖
Date: May 21, 2026
Time: 5:30 AM - 7:00 PM MT
Location: Blend.Co 2246 Larimer St, Denver, CO 80205
Cost: Free!
Are You there? It's Me, Your User!
An In-Person Breakfast Briefing Presented by:
Caitlin Price, Associate Support Analyst, Giant Eagle, Inc.
This interactive session will provide an in-depth exploration of the strategic use of personas. Attendees will collaborate in small groups to develop realistic personas and examine how these tools can enhance empathy, facilitate effective communication, and inform service design.
About our Presenter: Caitlin Price, Associate Support Analyst at Giant Eagle:
I love to tell stories.
Whether it’s through a 5,000-word feature, a social media post or a colorful graphic, it is my passion to share information and tell the stories that need to be told.
I am a creative self-starter who thrives on communication and soaking in new culture. In this day and age, it is important to be able to tell a story not only accurately but also in different styles and through different media. As a writing and communications professional, I strive to tell stories to audiences in the most effective ways possible every day.
Date: May 29, 2026
Time: 9:30 AM - 11:30 AM ET
Location:700 Cranberry Woods Dr, Cranberry Twp, PA 16066
Cost: Members: Free! Non-Members: $20
Updates from HDI...Check out these great industry happenings!
HDI and ICMI Idea Exchange: Support as a Strategic Function
Support teams play a critical role in shaping both customer and business outcomes, but that value isn’t always fully recognized. This session will explore how service leaders and teams can position support as a more strategic function.
In this session, we’ll explore:
- The evolving role of support within the business
- How teams are building stronger partnerships across the organization
- Perspectives on shifting from reactive to more proactive approaches
We’ll close with 30 minutes of small group breakout discussions to exchange ideas, share experiences, and learn from others across the community.
Date: May 15, 2026
Time: 11:30-12:30 PM ET
Cost: Free!
SupportWorld - Are You in the Know?
Leading the technical support field with tips and insights from experts around the globe, exclusive research, and strategies for all segments of them 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!
Training Spotlight - 2 New Courses!
In today’s day and age of quick fixes and instant gratification, an emphasis on quality has never been greater. That’s why HDI is bringing two BRAND NEW courses to IT service and support professionals.
#1: Mastering Quality Assurance for IT Support and Service Teams: Struggling with QA programs that miss the mark on customer experience and operational goals? This course transforms QA from a compliance tool into a strategic driver of measurable outcomes.
Learn to design impactful quality forms, deliver actionable coaching, and align QA with business objectives—all while enhancing customer trust and team performance.
Book the August 4th class on or before June 9 to save $100!
#2: Coaching for Quality and Capability in the Support Center: Struggling with inconsistent coaching and stagnant scores? This course empowers leaders with a proven framework to transform QA insights into meaningful behavior changes.
Discover how to pinpoint skill gaps, address process issues, and deliver feedback that drives measurable results. In today’s remote-first world, effective coaching is essential.
Book the August 5th class by June 10 to save $100!
State of Service Management in 2026...an HDI Industry Practices Report
Workforce shortages, AI-driven change. Growing operational complexity. HDI's 2026 State of Service Management report explores how service organizations are navigating these challenges while improving productivity and customer experience.
Download the free report today by clicking here!
Visit us at Service & Support World next week!
Headed to Vegas for Service and Support World? Stop by the Robert Half booth (#407) to say hello, show off your mini golf skills and win some fun prizes. Our team will be there to chat about how you can grow your career, build strong and resilient teams, tackle the ongoing talent shortage, and keep your skills aligned with today’s ever-evolving service models.
Not planning to attend the event? No problem! We’re here to help and would be glad to offer personalized talent solutions. Connect with us today.
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!
Copyright © 2023 HDI Local Chapters - HDC Inc., All rights reserved.
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- Two dedicated tracks tailored to your role and interests:
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Communications Teresa Pelley (Admin) posted an articleHDI SupportWorld: Retention, Resourcefulness, and Rethinking Career Growth in IT Support see more
HDI SupportWorld: Retention, Resourcefulness, and Rethinking Career Growth in IT Support
This week’s HDI SupportWorld newsletter centers on a pressing challenge for service and support leaders: how to retain talent, maximize existing resources, and create meaningful career growth.
In the lead article, Michael Hanson addresses the high turnover rates in service desk environments—often ranging from 30% to 45%. The financial and operational impact is significant, with replacement costs reaching up to 150% of an employee’s salary. Hanson argues that one of the most underutilized retention strategies is also one of the simplest: a clear and believable career path. When agents can see a future for themselves, they are more likely to stay, grow, and contribute at a higher level.
Next, Rachel Mulry challenges the assumption that better insights require better tools. In her article, she explains how organizations can make customer feedback actionable without purchasing new software. By leveraging existing data and applying thoughtful AI prompts, teams can extract meaningful insights and drive improvements—even within tight budget constraints.
The newsletter also highlights an upcoming HDI & ICMI Idea Exchange focused on career pathing in service and support, led by Shmuel Saklad. This interactive session will explore how professionals can navigate growth, redefine success, and connect with peers through small group discussions.
Together, these articles reinforce a clear message: investing in people and making the most of what you already have are two of the most powerful levers for improving service organizations.
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Communications Teresa Pelley (Admin) posted an articleHDI SupportWorld: Service Excellence, Authentic Leadership, and Building Sustainable Culture see more
HDI SupportWorld: Service Excellence, Authentic Leadership, and Building Sustainable Culture
This week’s HDI SupportWorld newsletter brings together powerful lessons on performance, leadership authenticity, and the importance of building lasting service cultures.
In the lead article, Dawn C. Simmons (Khan) draws inspiration from her son’s record-breaking athletic journey to illustrate the “five rings of service excellence”: people, process, technology, data, and culture. Just like elite athletes train with discipline and intention, high-performing service organizations must invest holistically in these five areas to deliver consistent excellence.
Next, Declan Hamilton explores the hidden cost of inauthentic leadership. Many organizations struggle with a gap between what they promise and what they deliver, leaving frontline agents to manage the fallout. The result is increased stress, disengagement, and inefficient workarounds. Hamilton encourages leaders to close this gap by aligning messaging, expectations, and reality.
The conversation then shifts to culture, with insights from a recent Bytes and Banter podcast featuring Kwik Trip. Highlighted by Erica Marois, the discussion emphasizes the transition from traditional knowledge management to a true knowledge culture—where sharing, learning, and continuous improvement are embedded into everyday work.
Finally, the newsletter promotes an upcoming HDI & ICMI Idea Exchange hosted by Sarah Caminiti, focused on positioning support as a strategic function. The session will explore how IT support teams can strengthen cross-functional partnerships and move beyond reactive service delivery.
Together, this issue reinforces a central theme: service excellence is not accidental—it’s built through intentional leadership, authentic culture, and a commitment to continuous improvement.
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Communications Teresa Pelley (Admin) posted an articleBuilding a knowledge culture takes intention. See how Kwik Trip does it in SSW Session 403. see more
Building a sustainable knowledge culture doesn’t happen overnight—but it can transform how teams work, learn, and support each other.
In the latest episode of Bytes and Banter, host Rocky McGuire sits down with the team from Kwik Trip to spotlight their upcoming session at HDI Service & Support World and explore what it really takes to make knowledge part of everyday operations.
Supporting everything from retail stores to corporate and production environments, Kwik Trip’s IT organization has built a knowledge approach that goes beyond documentation—embedding it into workflows, training, and team culture.
The team shares insights on:
- Creating a knowledge culture that supports both employees and customers
- Starting small and building momentum with existing resources
- Training teams to create clear, audience-focused knowledge
- Turning knowledge into a long-term driver of efficiency and consistency
- This episode highlights how knowledge evolves from a one-time effort into a continuous, organization-wide capability that drives better outcomes across the business.
🎧 Watch the full episode:
Listen, Watch, and Join the Conversation
▶️ Watch this episode on YouTube
Catch the full video here of Episode 34: SSW Spotlight: Kwik Trip | Built to Last: Creating a Sustainable Knowledge Culture
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Communications Teresa Pelley (Admin) posted an articleHDI SupportWorld: Retention, Resourcefulness, and Rethinking Career Growth in IT Support see more
HDI SupportWorld: Retention, Resourcefulness, and Rethinking Career Growth in IT Support
This week’s HDI SupportWorld newsletter centers on a pressing challenge for service and support leaders: how to retain talent, maximize existing resources, and create meaningful career growth.
In the lead article, Michael Hanson addresses the high turnover rates in service desk environments—often ranging from 30% to 45%. The financial and operational impact is significant, with replacement costs reaching up to 150% of an employee’s salary. Hanson argues that one of the most underutilized retention strategies is also one of the simplest: a clear and believable career path. When agents can see a future for themselves, they are more likely to stay, grow, and contribute at a higher level.
Next, Rachel Mulry challenges the assumption that better insights require better tools. In her article, she explains how organizations can make customer feedback actionable without purchasing new software. By leveraging existing data and applying thoughtful AI prompts, teams can extract meaningful insights and drive improvements—even within tight budget constraints.
The newsletter also highlights an upcoming HDI & ICMI Idea Exchange focused on career pathing in service and support, led by Shmuel Saklad. This interactive session will explore how professionals can navigate growth, redefine success, and connect with peers through small group discussions.
Together, these articles reinforce a clear message: investing in people and making the most of what you already have are two of the most powerful levers for improving service organizations.
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Communications Teresa Pelley (Admin) posted an articleHDI SupportWorld: Strengthening Knowledge, Data, and Readiness for Smarter Service Management see more
HDI SupportWorld: Strengthening Knowledge, Data, and Readiness for Smarter Service Management
This week’s HDI SupportWorld newsletter focuses on the foundational elements that enable smarter, more effective service management: clear knowledge, reliable data, and strong community engagement.
In the lead article, Leslie O’Flahavan highlights a simple but often overlooked improvement: better knowledge base article titles. A well-written title does more than label content—it helps users quickly determine relevance, builds trust, and increases the likelihood that the right information will be used. Even in a cluttered or inconsistent knowledge base, improving titles can deliver immediate value.
Next, Dawn Christine Simmons (Khan) underscores a critical requirement for AI success: a true incident system of record. When issues are resolved informally through chats or emails instead of being logged properly, organizations lose valuable data. Without accurate and complete incident records, AI systems cannot learn, knowledge bases remain incomplete, and recurring problems persist. Capturing and structuring this data is essential for building effective automation and continuous improvement.
Finally, the newsletter invites readers to participate in the HDI Service & Support World Newcomers Orientation. This webinar is designed to help first-time attendees understand what to expect, connect with others, and maximize the value of their conference experience.
Together, this issue reinforces a practical message: small improvements in knowledge management, disciplined data capture, and intentional preparation can significantly strengthen service outcomes.
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Communications Teresa Pelley (Admin) posted an articleHDI Local Chapters monthly newsletter for April 2026 see more
President's Message...
with Laurie Lukken
As we step into April with renewed energy, it’s an ideal moment to recognize the unique value that HDI Local Chapters brings to each of its members. Far more than a professional association, HDI Local Chapters is a powerful network of service and support management professionals, all united by a shared commitment to advancing our field and supporting one another’s growth. Our primary mission is to foster opportunities for connection, education, and leadership development throughout our vibrant community.
What truly makes HDI Local Chapters stand out is our spirit of genuine community. Here, members find authentic relationships and collaborative problem-solving while creating an environment where everyone is encouraged to thrive. Don’t miss the chance to experience this camaraderie firsthand at an April local event. And with the HDI Service and Support World conference just around the corner in May in Las Vegas, there’s even more opportunity to connect. Many of our members and local chapter leaders will be present, eager to meet new faces, share insights, and simply enjoy time together. If you haven’t registered yet, there’s still time—and as a member, you can save $800 on your registration with our exclusive local chapter code. Just reach out to your local chapter for details; contact information is available here .
Whether you’re looking for guidance, eager to share your successes, or seeking to elevate your professional skills, HDI Local Chapters provides a supportive space for growth and inspiration. This April, seize the opportunities that come with being part of this dynamic network—connect, learn, and unlock your potential with a community that’s with you every step of the way.
Congratulations to the Award Finalists!
Here they are! Say hello to the 2026 HDI Global Service and Support Awards finalists. Each year, these awards spotlight the teams, leaders, and innovators who are raising the bar for service and support. From customer-first transformations to operational excellence and people-powered cultures, this year's finalists represent what's possible when strategy, empathy, and execution come together. Being named a finalist is no small feat, and we're proud to celebrate the incredible work happening across our community.
And the excitement doesn't stop here! We'll announce the winners live on stage at HDI Service & Support World, happening May 3-7 in Las Vegas.
The full list of finalists is here! Congratulations to all!
Bytes and Banter - Latest Episode Released!
This month on Bytes and Banter, we explore the foundation of growth and the evolution of experience-driven leadership in tech.
🎙️ Episode 32 – Varun Sharma: The Lost Art of Growth – When You Lead Yourself, Everything Else Follows
In this episode, Varun Sharma challenges the common belief that growth is driven primarily by certifications and credentials. Instead, he makes the case for something far more foundational: attitude, effort, and accountability. Varun shares how being laid off became a turning point—not a setback—because he chose a “Be Ready” mindset. Growth, he reminds us, begins with belief in yourself and is reinforced through consistent effort and ownership. Whether you’re just starting your career or leading a team, this conversation is a powerful reminder that titles don’t create growth—mindset does.🔁 Previously on Bytes and Banter – Episode 14: Doug Rabold – Convergence: Bridging Two Worlds with Experience Management
We’re revisiting our conversation with Doug Rabold, North America XLA Institute Evangelist, who shares his journey from sales to IT leadership and his passion for experience management. Doug explores the shift from reactive support to proactive, experience-focused IT service management, emphasizing adaptability, root cause thinking, and aligning technology with human needs. As organizations continue to prioritize exceptional service, Doug’s insights on bridging systems and real-world experiences remain incredibly relevant.🎧 Tune in on Apple Podcasts, Spotify and YouTube,or your favorite platform
Explore past episodes and subscribe at hdilocalchapters.org/bytesandbanter.
Follow #BytesAndBanter for conversations that connect people, purpose, and tech.
April AI Meetup - SSW Preview: Stacking Your AI Tools to Decrease Time to Presentation
A sneak peek from the Support World Live session: “Miro and Gamma and Notebooks, Oh My!” with Quinn Karley, Stephen Paskel and Jason Wischer. Learn a practical workflow for combining tools to speed up planning, synthesis, and building a polished presentation in 50% less time.
Date: April 3, 2026
Time: 10:00 PM - 11:00 AM ET
Location: Virtual! Details sent on registration
Cost: Free!
An Evening with Nora Osman: From Zero to Hero Moments
In this dynamic session, Nora introduces her Zero to Hero framework through real-world service delivery stories that highlight how everyday “moments of truth” shape customer trust, employee engagement, and measurable service outcomes.
Rather than focusing on tools or theory alone, this session dives into practical service management decisions — the small, often overlooked moments that either derail performance or transform it.
Attendees will walk away with a human-centered lens for identifying high-impact service moments and redesigning them into experiences that:
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Strengthen teams
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Build trust
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Improve service quality
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Deliver measurable results
If you are looking to elevate service delivery from transactional to transformational, this session will provide practical insights you can apply immediately within your organization.
Whether you are leading service operations, driving digital transformation, or improving experience strategy, this event will help you recognize and redesign the moments that matter most.
Date: April 8, 2026
Time: 6:00 PM - 8:00 PM ET
Location: 75 Varick St 12th floor, New York, NY 10013 (Horizon Media Offices)
Cost: Members: Free! Non-Members: $20
IT Service & Support: Lessons Learned from our Large Epic Deployment
This Zoom virtual event will feature the inspiring Nancy Robinson, Information Technology Service Desk Manager at Health First and a celebrated HDI Instructor, presenting “I.T. Service & Support Lessons Learned from Our Large Epic Deployment”
Separate calendar invitation to be sent after registration.
Date: April 8, 2026
Time: 1:00 PM - 2:00 PM ET
Location: Virtual!
Cost: Free!
Beyond the SLA:
Designing SolYOUtions with XLA
Your dashboards are green.
Your SLAs are met.
Your KPIs are solid.
................but your users are still frustrated!
Join Doug Rabold of the XLA Institute for this session which uncovers the disconnect between traditional metrics and how users actually feel about the service we provide.
In this session we’ll explore how Experience Level Agreements (XLAs) shift the focus from mere output-driven checkboxes to turbo-charge outcomes which positively impact customer sentiment. Walk away with an awareness of XLAs and the practical steps in evolving your measurement strategy to demonstrate the business value of technical support.
Doug Rabold ITIL, Bold Ray Consulting, HDI-CI - Top 25 Thought Leader
Doug Rabold is a committed leader who has led high-performing global teams of up to 350 resources and managed a portfolio of contracts exceeding $60M annual revenue. He is an acknowledged Customer Experience and ITSM expert who focuses on developing talent to deliver exceptional support.
Doug attended University of Illinois, holds numerous certifications and is a Certified Instructor. He has extensive public speaking experience, is a frequent podcast guest, and contributing author to several publications. Doug is the XLA Institute North America Evangelist, Past-Chairman of the HDI Board of Directors, and sits on the AOTMP Advisory Council.
Date: April 10, 2026
Time: 11:30 AM - 2:00 PM ET
Location: 1501 Reedsdale St #201, Pittsburgh, PA 15233
Cost: Members: Free! Non-Members: $25
The Future of the Service Desk with Digital Employee Experience
What if the help desk could move beyond reacting to issues and instead proactively fixing them or eliminate them?
Join HDI Ohio and Nexthink, the leader in Digital Employee Experience (DEX), for a session exploring how modern IT teams are transforming the role of the service desk. By leveraging real-time visibility into employee devices, applications, and digital sentiment, IT teams can shift from reactive support to proactive experience management by identifying and resolving issues before the user is even affected.
In this workshop, Nexthink will showcase how AI-powered investigations, automated remediation, and targeted employee communications enable support teams to detect problems early, resolve them at scale, and guide users through fixes without submitting a ticket or relying on chatbots. Attendees will gain practical strategies to operationalize their teams for higher efficiency, reduce ticket volume, improve employee experience, and strengthen the overall impact of IT, all while building stronger community connections and driving measurable results.
What can you expect?:- Engaging discussion on Digital Employee Experience (DEX)
- Networking with other IT Support professionals
- Appetizers and drinks!
- Raffles for giveaways!
Date: April 16, 2026
Time: 3:30 PM ET. Happy Hour to Follow
Location: Grizzlybird Brewing Company, 5901 Chandler Ct, Westerville, OH 43082
Cost: Members: Free! Non-Members: $15
Courageous Cloud Leadership: Building Trust and Agility in a Secure World
Modern leadership is about more than just overseeing technology—it’s about empowering teams to innovate fearlessly, embrace risk, and lead secure cloud transformations with clarity and compassion. Join visionary leaders for a day dedicated to practical strategies that foster trust, drive innovation, and ensure resilience in an ever-evolving digital landscape.
Agenda:
8:00 AM - 9:00 AM - Registration
9:00 AM – 12:00 PM – Panel: Courageous Cloud Leadership
12:00 PM – 1:00 PM – Networking Lunch (provided)
1:00 PM – 3:00 PM – Executive Breakout Groups
3:00 PM – 5:00 PM – Cocktail Networking Reception
Date: April 16, 2026
Time: 9:00 AM - 3:00 PM CT. Happy Hour to Follow
Location: 10 S Riverside Plaza, Chicago, IL 60606, USA
Cost: Free!
AI In Action: Real Stories from Support Operations
Our popular Round Table Forum returns this April—focused on how organizations are actually using AI in IT support and service operations.
This session goes beyond the hype to explore real-world strategies, lessons learned, and practical applications from teams in the field.
We’ll begin with short introductions from our table leaders, each sharing how their organization is exploring AI to improve support efficiency, knowledge management, and the end-user experience.
Attendees will then join facilitated roundtable discussions to exchange ideas, ask questions, and learn from peers.
We’re excited to have Dan Turchin, CEO and Founder of PeopleReign, the leading AI platform for IT and HR employee service, serving as our event facilitator—helping guide the conversation and bring together insights from across the room.
Bring your questions, experiences, and ideas.
Whether you’re actively implementing AI or just getting started, this is your chance to learn from the SFHDI community and walk away with practical insights you can apply right away.
Date: April 16, 2026
Time: 4:00 PM - 6:00 PM PT
Location: Fenwick, 801 California St. in Mountain View
Cost: Members: Free! Non-Members: $10
The Perfect Knowledge Base is a Myth: Embracing MVP KM for Modern ITSM
In the world of ITSM and CX, we’ve been sold a lie: that if we just buy the right software and spend six months "loading" it with content, our support woes will vanish. Instead, we end up with expensive digital landfills, frustrated agents, and a "governance" model that feels like a straitjacket.
With the advent of modern AI systems that rely on your knowledge base to solve tough issues, having a robust KM strategy is imperative. It’s time to stop building dusty, disorganized libraries and start building thriving ecosystems.
In this session, we will explore why a successful strategy isn't just about the software you buy, but how you harmonize the "Three Pillars": People, Governance, and Systems. Drawing on principles from Lean/Agile, Knowledge Centered Service, ISO 30401 and ITIL, you’ll learn how to strip away the KM bloat and focus on an efficient knowledge process that delivers massive value to your frontline. We’ll discuss how to shift from "authoring" to "capturing," how to implement "just enough" governance to ensure accuracy without killing speed, and how to select systems that support—rather than hinder—the human element.
Stop waiting for the perfect time to fix your knowledge strategy. Learn how to launch fast, iterate often, and build a KM engine that actually works in the real world.Martin Hobratschk, CKM, is the Founder and Principal of Cognita Knowledge Management LLC. With more than 25 years of experience in customer and technical support contact centers, he helps CX and IT leaders develop and implement knowledge management strategies designed for maximum operational impact.
Date: April 16, 2026
Time: 11:30 AM - 1:00 PM ET
Location: Virtual!
Cost: Free!
This Is Not Your Father's ITIL: How ITIL 5 Can Transform Digital Business and Enable AI
The ITIL Framework has been a broadly adopted best-practice framework for IT Service Management. ITIL (Version 5) has a very ambitious goal; how to transform Product and Service Management to exist at the speed of AI and to enable organizations to manage the incredible pace of change we see. In this session we will briefly outline the new ITIL, discuss a future world based on flows and feedback loops and not just practice areas, and help you prepare for the ongoing transformation we see in our organizations. Whether public sector, private sector, military, civilian, big or small, this affects all of us. Arm yourself with a better toolkit to meet the challenges ahead.
Patrick von Schlag has more than 30 years of experience in management and leadership roles. He serves as President of Deep Creek Center, a consultancy based in Maryland. Patrick’s background is in helping organizations adopt and adapt best practice frameworks, including LEAN practices, governance, service management, portfolio/program/project management, Agile disciplines, and cybersecurity risk management. Patrick has provided consulting and training services to a who’s who of leading private and public sector organizations, including Disney, Microsoft, Nike, Blue Cross/Blue Shield, Bank of America, all four branches of the US military plus DoD, IRS, Federal Reserve Bank, USDA, and approximately 400 others. Patrick’s methods are grounded in pragmatic, “rightsized” approaches that help identify and prioritize needs and drive tangible benefits for company stakeholders.
Patrick von Schlag has more than 30 years of experience in management and leadership roles. He serves as President of Deep Creek Center, a consultancy based in Maryland. Patrick’s background is in helping organizations adopt and adapt best practice frameworks, including LEAN practices, governance, service management, portfolio/program/project management, Agile disciplines, and cybersecurity risk management. Patrick has provided consulting and training services to a who’s who of leading private and public sector organizations, including Disney, Microsoft, Nike, Blue Cross/Blue Shield, Bank of America, all four branches of the US military plus DoD, IRS, Federal Reserve Bank, USDA, and approximately 400 others. Patrick’s methods are grounded in pragmatic, “rightsized” approaches that help identify and prioritize needs and drive tangible benefits for company stakeholders.
Date: April 24, 2026
Time: 1:00 PM - 2:00 PM ET
Location: Virtual!
Cost: Free!
Updates from HDI...Check out these great industry happenings!
What Happens in Vegas...is a lot!
May 3-7, 2026, Ceasar's Palace - Las Vegas, NV
The ultimate destination for IT Service Management, Customer Support, and Technical Support.
The future of IT service and support starts here. For the first time ever, HDI is bringing together SupportWorld Live and Service Management World into one powerful experience: HDI Service & Support World. This is where IT Service Management, Customer Support, and Technical Support converge, creating a single destination for learning, networking, and innovation.
The industry is evolving fast, and this event is your chance to stay ahead. HDI Service & Support World delivers actionable insights, dynamic training, and strategies to help you thrive in a rapidly changing ITSM landscape. Connect with a diverse community of IT leaders, explore cutting-edge solutions, and discover the tools that will define the future of service and support. Join us in Las Vegas this May and be part of the movement shaping what’s next.
HDI Local Chapter members save $800 off of the registration price! An HDI Local Chapters membership is only $149!
Here's how to get the discount:
- If you are already an active HDI Local Chapter member, use the discount code unique to your local chapter when you register! OR...
- If you are not currently an Active Member, Join or Renew your HDI Local Chapter Membership THEN
use the discount code unique to your local chapter when you register!
Then... - Register for HDI Service and Support World - Use your member discount code and save!
Register for the Conference Here!
HDI and ICMI Idea Exchange: Carving Out Career Paths in Service and Support
There’s no single path to success in service and support, and that’s what makes this space so dynamic. Join us for a conversation on navigating career growth, exploring new opportunities, and defining what success looks like for you.
In this session, we’ll explore:
- Different ways to grow and evolve within service and support
- How others in the community are thinking about career progression
- Ideas for taking the next step (wherever you are today)
With over a decade of experience leading contact center teams, Shmuel Saklad is driven by a passion for helping people. He is deeply committed to empowering employees, creating exceptional customer experiences, and coaching the next generation of leaders. From his early career managing operations, fulfillment, and customer service in a fast-paced plumbing supply house to leading a 40-person division at B&H Photo Video, Shmuel has witnessed firsthand how engaged teams and strong leadership can create memorable customer experiences. Currently, he oversees half of a 90-person contact center that supports enterprise, education, and government clients, with a focus on seamless service delivery, operational efficiency, and team development.
Date: April 17, 2026
Time: 11:30-12:30 PM ET
Cost: Free!
SupportWorld - Are You in the Know?
Leading the technical support field with tips and insights from experts around the globe, exclusive research, and strategies for all segments of them 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!
Training Spotlight - Troubleshooting and Problem Solving Bootcamp
The Troubleshooting and Problem-Solving Bootcamp is a two-day, next level certification course that focuses on methodologies and techniques for effective troubleshooting and problem-solving skills from a general perspective as it applies to all levels of IT.
Designed around skills and techniques that can be implemented in any type of service and support organization using a variety of practices and methodologies.
We won't just tell you about strategies and techniques, you will actually get to apply them in class through hands-on exercises. The certification for this course includes an exam.
Next class: April 14-15 (Virtual, Instructor Led)
More information here!
State of Service Management in 2026...an HDI Industry Practices Report
Workforce shortages, AI-driven change. Growing operational complexity. HDI's 2026 State of Service Management report explores how service organizations are navigating these challenges while improving productivity and customer experience.
Download the free report today by clicking here!
The Tech Jobs Companies Can’t Hire Fast Enough in 2026
Tech hiring isn’t slowing down, in fact, demand for skilled IT professionals is accelerating as companies race to adopt AI, strengthen cybersecurity and modernize their systems. Roles like AI/ML engineers, cybersecurity engineers, DevOps specialists, data scientists and cloud engineers are among the most sought-after as organizations push forward with digital transformation. Curious which tech and IT jobs are leading the market in 2026 and why? Read this article to learn which roles and skills employers need most right now.
Sponsor Spotlight...TeamDynamix!
HDI Local Chapters would like to thank TeamDynamix for their continued sponsorship. TeamDynamix helps IT leaders modernize service management without draining budgets and resources. Combine no-code ITSM/ESM with enterprise-grade automation, integration, and native AI to supercharge your operations. Eliminate manual processes and repetitive tasks associated with on/offboarding, password resets, equipment replacement, and more. Customers realize 30-60% ticket deflection, 40-90% faster resolution, and can eliminate 2-3 months of manual steps for each IT team member. From basic ITIL adoption to AI virtual agents that can take action, the platform helps teams accelerate their service management initiatives for improved end-user service delivery. A modern enterprise platform, built for today and the future. Learn more: www.teamdynamix.com
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!
Copyright © 2023 HDI Local Chapters - HDC Inc., All rights reserved. -
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Communications Teresa Pelley (Admin) posted an articleHDI SupportWorld: Rethinking Metrics, Leadership, and the Role of Self-Service in IT Experience see more
HDI SupportWorld: Rethinking Metrics, Leadership, and the Role of Self-Service in IT Experience
This week’s HDI SupportWorld newsletter challenges conventional thinking across service management—urging leaders to rethink how they measure success, lead transformation, and deliver support.
In the lead article, Doug Tedder highlights a critical blind spot in traditional metrics: CSAT scores don’t tell the full story. With low response rates, organizations are only hearing from a small percentage of users—often missing the voices of those who are dissatisfied. Tedder argues that focusing on dissatisfaction can uncover deeper insights into friction points, providing a clearer path to improving the overall IT experience.
Leadership also comes under scrutiny in Rocky McGuire’s piece on transformation. He warns that treating change like a sprint instead of a marathon can undermine progress. Leaders who prioritize speed over support risk disengaging their teams. Successful transformation, he argues, requires empathy, patience, and a commitment to ensuring people feel equipped and supported throughout the journey.
On the operational side, Michael Hanson reframes the conversation around self-service. While often criticized, self-service fails not because of the concept, but because of poor execution. When done well—with clear, accessible, and relevant content—it can significantly reduce contact volume and improve efficiency. Even small steps, like building a simple FAQ from common issues, can make a meaningful impact.
Finally, Erica Marois shares leadership insights from Michelle Major-Goldsmith, who challenges the assumption that best practices are universally applicable. Instead of blaming execution when outcomes fall short, leaders should examine the conditions under which those practices originally succeeded.
Together, this issue reinforces a powerful message: true service improvement comes from deeper listening, intentional leadership, and thoughtful execution—not just metrics or process.
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Communications Teresa Pelley (Admin) posted an articleEpisode 33: Humanising Service Management: Co-Creating Value in the Age of AI with David Barrow see more
Artificial Intelligence is transforming the way organizations operate, but technology progress does not automatically mean progress for everyone.
In the latest episode of Bytes and Banter, host Rocky McGuire sits down with David Barrow, ITIL 4 Master and Ambassador, to explore how organizations can approach AI with a more human-centered mindset.
David shares insights on:
- Co-creating value in organizations
- The importance of knowledge management
- How leaders can address the socio-economic impacts of emerging technology
- Why intentional leadership and allyship matter more than ever
This episode challenges technology leaders to think beyond efficiency and consider how innovation can serve people and communities.
🎧 Watch the full episode: https://youtu.be/vc8NkNLFtvU
Listen, Watch, and Join the Conversation
▶️ Watch this episode on YouTube
Catch the full video here of Episode 33: Humanising Service Management: Co-Creating Value in the Age of AI
- See more items...
About HDI Philly
We are a not for profit company that partners with HDI for the success of HDI, HDI Local Chapters, and the IT and Enterprise Service Management and Technical Support communities. Today, we have chapters in over 50 cities across the U.S. and Canada, and are the premiere technical service and support association in the world. HDC is a a 501(c)(6) corporation.
