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Communications Teresa Pelley (Admin) posted an articleHDI’s Latest Newsletter Highlights AI, Outages, and the Evolving State of Tech Support see moreThe latest edition of HDI Support World offers a timely snapshot of the changing landscape of IT support and service management in 2025. In “5 Insights from HDI’s ‘State of Tech Support in 2025’,” Jessica Levco unpacks key industry trends, including optimism about AI’s role in transforming—not replacing—jobs, and growing concerns around economic uncertainty and staff turnover. With 75% of support teams reporting attrition, the article underscores the importance of compensation, work-life balance, and employee recognition.
In “How I Became the Chief Human-in-the-Loop Officer,” Susan Smith makes a compelling case for putting people at the center of AI initiatives. She stresses that effective AI deployment begins with process clarity, clean data, and a strong knowledge base—not just tech enthusiasm.
For those focused on operational resilience, Randy Steinberg’s “6 Techniques to Get to the Root Cause of an IT Outage” equips service desks with proactive strategies to lead root cause analysis efforts and minimize disruptions.
Finally, readers are encouraged to shape the future of the field by contributing to the State of Service Management Survey, with results to be revealed at Service Management World this November.
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Communications Teresa Pelley (Admin) posted an articleGrowth, Leadership, and Real Talk from HDI SupportWorld see more
HDI SupportWorld is back with a fresh lineup of content for IT pros who want to grow, lead, and stay ahead of the curve—minus the fluff.
Metrics That Actually Help You Improve
In Metrics Without Fear: Empowering Analysts for Growth, Linda Lenox shifts the way we think about data. Instead of treating metrics like a report card, she encourages us to use them as a roadmap—something that helps you see what’s working, where to grow, and how to build confidence through feedback.Practical Career Advice That Skips the Buzzwords
Tired of vague advice like “level up your career”? So is Ben Boyd. In his blog 3 Practical Ways to Advance Your IT Career, he offers real, actionable tips—like how embracing continuous learning can show initiative and open doors to new opportunities (both inside and outside your current role).What Servant Leadership Really Looks Like
Rocky McGuire gets into the heart of people-first leadership in a video interview with Erica Marois. He talks about how servant leadership can transform teams and customer experiences—and he doesn’t sugarcoat the challenges that come with it. His advice? Worth listening to.Thought Leader Spotlight: Michelle Major-Goldsmith
HDI also shines a light on Michelle Major-Goldsmith, one of their Top 25 Thought Leaders. One line from her stood out: “The world is more uncertain and interconnected than ever. Traditional, rigid leadership models no longer work. We need leaders to embrace adaptability.” Couldn’t agree more.This kind of content is what makes HDI a go-to for support and service pros who want more than just the basics. And if you're looking to dive deeper, keep an eye on their upcoming SupportWorld Live Conference.
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Communications Teresa Pelley (Admin) posted an articleFrom T-ball to tech: Mentorship makes all the difference see more
President's Message...
with Laurie Lukken
I have three Grandchildren that play softball, baseball and T-ball and I thoroughly enjoy watching these little people having fun, learning the game and enjoy being a part of a team. I’m sure those of you with children, grandchildren, nieces and nephews experience the same joy. Watching how the coaches interact with them and realizing the huge commitment these coaches have made to these kids has me in awe. Without their tireless dedication, patience, and willingness to impart their knowledge and wisdom, the future of sports we all enjoy would not be possible. Coaches are some of the first mentors these kids have and I can’t help but think that the experience the children gain stays with them for a lifetime even if they no longer play the sport.
Of course, I get the same feeling of awe when I witness mentoring activities in the adult world too. I’m sure if you take a moment and reflect back on your adult life, you are able to think of one or two people that made a huge positive difference to your life. What was it that makes that memory stay with you? The HDI Local Chapters just completed the first ever mentoring cohort and from all accounts, it has proven successful. The mentees have been able to gather wisdom and knowledge from experienced individuals across various industries and have developed a life-long relationship they can rely upon in the future. In addition, those that volunteered to be mentors also gained a sense of accomplishment and developed a relationship that will be invaluable to them as well. This is one of the newest benefits to our members and with the interest and success of the first cohort, I know this will be a benefit that will be extremely valuable to all our members.
Bytes and Banter - Latest Episodes Released!
In June, Bytes and Banter explored what it takes to lead with vision, adaptability, and authenticity in today’s fast-changing tech world.
In Episode 21, Beyond Silos: Authentic Leadership in the Age of AI, Sarah Nicastro—Principal Evangelist at IFS and Founder of Future of Field Service—shares her journey from field service to thought leadership. She unpacks the evolution of service from a cost center to a strategic function and explains how curiosity, people-centered cultures, and neutrality toward AI can create space for meaningful innovation.
In Episode 22, Building Future-Ready Tech Teams, Matt Deneroff, Vice President & Market Director at Robert Half, discusses one of today’s top challenges: developing tech talent that’s ready for what’s next. Drawing on Robert Half’s latest report, Matt offers practical insights on closing skills gaps, adapting to AI and cybersecurity demands, and leveraging flexible staffing
Look for #BytesAndBanter on Apple Podcasts, Spotify and YouTube, or your favorite podcast player. Subscribe and stay updated with our latest episodes, where we delve into diverse topics and hear wonderful stories.
Look Beyond Response Times: Traditional Vs. Current Support KPIs in an Ever Changing World
The landscape of customer and IT support has fundamentally shifted, driven by evolving customer expectations, technological advancements, and the rise of remote and hybrid work. This session will explore the critical evolution of Key Performance Indicators (KPIs) in support organizations, contrasting the focus of traditional metrics with the holistic approach demanded by today's complex environments.
We'll deep dive into the foundational "speed and volume" KPIs that historically defined support success, such as First Response Time (FRT), Average Handle Time (AHT), and Ticket Volume. While still relevant, these metrics often paint an incomplete picture of customer satisfaction and operational efficiency.
The presentation will then shift to the contemporary metrics that truly reflect value in modern support. This includes an look into Customer Satisfaction (CSAT), Net Promoter Score (NPS), and Customer Effort Score (CES), emphasizing their role in understanding the customer journey and loyalty. We will also discuss the importance of operational excellence metrics like First Contact Resolution (FCR) in a broader context, along with newer considerations such as self-service adoption, knowledge base utilization, and the impact of AI and automation on support performance.
Attendees will gain actionable insights into:
- Identifying the limitations of a solely traditional KPI framework.
- Understanding and implementing modern, customer-centric support KPIs.
- Leveraging data to drive continuous improvement, enhance customer experience, and demonstrate tangible business value in an increasingly dynamic support ecosystem.
Join us to redefine how your support organization measures success and thrives in the current era of customer interaction.
Stephen Ng, Sr. Director, Global Support and Customer Advocacy at Splashtop Inc.
Stephen plays a key role in driving customer-centric support, overseeing the global support team, sales engineers, and technical account managers. His work focuses on enhancing the customer experience, from onboarding to resolving complex issues, and incorporating customer feedback directly into product improvements. With over three decades of experience in the technology and support industry, he is also the President at HDI San Francisco Bay Area, a non-profit organization dedicated to empowering the technical support and service management community.
Date: July 8, 2025
Time: 12:00 PM - 1:00 PM CT
Location: Virtual!
Cost: Free!
Gone Fishing!
Cast your line and reel in connections as we embark on an afternoon of networking and fun! Enjoy a scenic voyage, great company, and a delicious lunch, all while networking with peers in the industry. We’d love to have you on board!
**Tickets are limited!** Secure your spot before they’re gone.
Although the tickets are $100 this year, consider buying a membership for $149 to get access to all of our events for free for 12 months.
Put your "gone fishing" sign on your keyboard and join HDI Minnesota for an afternoon boat tour on Lake Minnetonka.Wear your lucky fishing gear! There's a prize for the best dressed fisherperson.
The boat will leave PROMPTLY at 1pm, so please ensure you arrive early.
Al and Alma's has multiple locations, so ensure you are heading to the correct address.
Date: July 17, 2025Time: 12:45 PM - 4:00 PM CT
Location: 2 Water St, Excelsior, MN 55331
Cost: Members: Free! Non-Members: $100
Updates from HDI...Check out these great industry happenings!
Are you coming to Orlando?!
November 16-20, Disney's Coronado Springs Resort - Orlando, FL
With three decades of experience as a resource for service management and technical support professionals, HDI doesn’t just stay ahead of industry trends—we help set them. Let our program, our experts, and your fellow attendees help you embrace today’s ever changing landscape. Attend the definitive event for Service Management professionals and propel your business and career forward. Reserve your spot today!
- Learn how SM professionals deliver value today
- Rethink your everyday including tools, metrics, methodologies and processes
- Gain control of your talent management and professional development approach
- Understand how AI and automation can empower your hybrid workforce
- Assess whether your legacy tools and methodologies need to be replaced
- Embrace your role in ESM transformation
Registration is now open!
Take the Survey: The State of Service Management
Win an Amazon Gift Card - Your Response Matters
HDI is taking a deep dive into the state of service management in 2025. In this annual study, we take a close look at: staffing, skills, and salaries; processes and practices; technology, including AI; and service management strategies. Your input matters, and we want to hear from you!
Here's what you need to know:
- The survey will take about 10-15 minutes, give or take (depending on the maturity of your support and service management organization)
- One grand prize winner will win a $500 Visa gift card!
As with all of our surveys, the information you provide won't be linked to you or your organization. The results will be reported in aggregate and individual responses will remain confidential.
Thank you in advance for taking time out of your day to participate in this research. We look forward to sharing the results with the community at Service Management World this November in Orlando.
SupportWorld - Top 3 Articles
Top 3 articles for May, 2025...have you read them yet?
1. No Ticket Queue Day: Operational Recovery for Service Desk Teams, by Moe Sullivan
2. How to Rehumanize the Consumer in your "Shift Left" Strategy, by Doug Tedder
3. Having Problems with Problem Management, by Doug Tedder
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. Get in the know - new articles are released every week!
HDI's Summer of Savings Training Promotions!
HDI's Summer of Savings Training Promotions - The summer heat brings with it something even hotter – HDI's biggest training discounts EVER. Buy One, Get One 50% off on all HDI vClasses through July 31 OR get 15% off single HDI vClasses with code SUMMER25 through July 31. Contact our training team to learn more!
HDI's training and certification provides IT support and service management professionals with a consultative, application-based, interactive learning experience. Whether it be your strategy, operations or people, our goal is for you to apply what you learn immediately in your work environment. From the boardroom to the classroom, from executives to analysts – our highly rated instructors and industry-leading, cutting-edge course content will advance your service management and IT support skills.
Click Here for More Information!
Let's Chat!
Sign-ups are still open for July and August HDI LinkUp Coffee Chats. In case you missed it, these are low-key virtual meetups designed to connect contact center pros in small, informal groups. It's a great way to make new connections. Want in? Reserve your spot here for July and here for August.
2025 State of Technical Support Report - Now Available!
The Tech Support Landscape Is Shifting, FAST!
Based on survey insights from 115 support center, service management, and desktop support professionals across organizations of all sizes, “The State of Tech Support in 2025” reveals how teams are navigating AI, hybrid work, evolving expectations, and mounting workplace pressures.
Discover what’s working, what’s changing, and where the industry is headed—from organizations managing budgets of $500K to $10M+.
Download your copy here.
Tackling Tech Debt Starts With Talent
Tech debt isn’t just a technology issue—it’s a talent issue. In this video, discover why the right talent is crucial to overcoming one of tech’s biggest barriers to innovation. From outdated code and legacy systems to skills gaps and rising maintenance costs, learn how organizations are addressing tech debt by hiring smarter, upskilling teams, and bringing in specialized contract professionals. Hear real-world success stories and walk away with actionable tips to strengthen and future-proof your tech strategy. Watch Tackling Tech Debt Starts With Talent for practical insights on building a stronger tech organization.
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 HDI LOCAL CHAPTER SPONSORS
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Communications Teresa Pelley (Admin) posted an articleApril Showers bring May flowers see more
President's Message...
with Laurie Lukken
April showers bring May flowers is a saying we've all heard, but have you ever stopped to think about what it really means? To be honest, I hadn't until I needed to write this article. As I delved into it, I discovered that April marks the beginning of the planting (sowing) season for many crops and flowers. The rains of April are crucial for these seeds to sprout in May, bringing sustenance and beauty to our world. Sowing crop seeds is vital for our physical wellbeing, and sowing flower seeds can greatly benefit our mental wellbeing. But what about our professional wellbeing? That's where knowledge comes in.
I came across the idiom sowing the seeds of knowledge, which means to initiate or establish the foundation for learning and understanding, or to create a situation where knowledge and growth are likely to occur. This made me think of how HDI nurtures those seeds of knowledge. Each local chapter creates the ideal environment for learning, growth, and development through events and open networking. On a national level, HDI provides this through their annual conferences in May and November, as well as formal training and certification courses. Attending these events helps plant those seeds of knowledge, and the networking that happens during the events is like the rain that makes those seeds sprout.
I encourage each of you to take advantage of these wonderful opportunities to sow the seeds of learning, growth, and understanding by attending a local event and/or a national conference, and when you do, you can then revel in the rains of networking and see yourself sprout into the person you want to be.
Bytes and Banter - Latest Episodes Released!
In our latest episodes of Bytes and Banter, we dive into the evolving world of tech talent and the power of human connection in the digital age.
In Episode 17, George Clauser, AVP & Branch Director at Robert Half, unpacks key insights from The Demand for Skilled Talent report. He discusses the growing need for data engineering, the impact of AI, and the emerging role of prompt engineers. George also highlights how addressing tech debt and upskilling teams can help organizations stay competitive in a fast-moving tech landscape. This episode is packed with practical takeaways for leaders navigating change.
In Episode 18, The Most Underrated Skill in Tech? Being Human, Jo McRell—author of Making Work Work for You and an innovative employee experience strategist—shares why empathy, communication, and emotional intelligence are essential in today’s tech world. Drawing from her work in leadership and organizational development, Jo offers a compelling reminder that “being human” is more than a soft skill—it’s a core competency for thriving in tech.
Look for #BytesAndBanter on Apple Podcasts, Spotify and YouTube, or your favorite podcast player. Subscribe and stay updated with our latest episodes, where we delve into diverse topics and hear wonderful stories.
How Applying Relevant & Accurate Data Improves Performance in Auto Racing and ITSM
Presented in Cooperation with HDI's Central Florida Chapter
Ever thought about how similar Auto Racing and IT Service Management are? Both thrive in fast-paced environments, deal with constant changes, require agility, and rely heavily on analyzing data to drive continuous improvement and optimize performance.
We are excited to partner with our Central Florida chapter to bring you a special virtual meeting on April 3rd featuring professional race car driver Robert Megennis.
Robert will share insights on how the use of relevant and accurate data enhances performance in auto racing. Following his presentation, we will explore the parallels of utilizing data in IT Service Management.
Robert Megennis, Managing Director of Megennis Motorsport
Robert has an impressive 35+ podium finishes as a professional race car driver, racing for Andretti Autosport, Turner Motorsport BMW and Vasser Sullivan Lexus. Off the track, he is a highly-acclaimed speaker on racing, data analysis, teamwork and commitment working with technology executives and executive teams.
He is also a volunteer Ambassador for Project Sunshine, a non-profit organization dedicated to delivering the healing power of play to children with medical needs.
Date: April 3. 2025
Time: 12:00 - 1:00 PM CT
Location: Virtual!
Cost: Free!
We're Back!!
NYC, we are back! HDI NYC Metro is excited to welcome you to our first event on April 9th.
This will be a great time where you can meet the new board and other potential members. We plan on announcing our first topic based session so don't miss out!! Oh, and there will be refreshments.
Registration begins at 5:30. Tell the front desk you are there for an event @ Fortinet and they will guide you. Sign up through the link to be included on the event roster @ the front desk.hdinycmetro@gmail.com for any questions.
Date: April 9, 2025
Time: 5:30-8:00 PM ET
Location: 1 Pennsylvania Plaza # 1932, New York, NY 10119
Cost: Free!
Resume Writing and Interview Workshop
Join us for an engaging Resume Writing and Interviewing Discussion designed to help you stand out in your job search. Industry professionals and career experts will share valuable insights on crafting compelling resumes, tailoring applications for different roles, and mastering interview techniques. Attendees will have the opportunity to ask questions, gain practical tips, and learn how to confidently present their skills and experiences. Whether you’re a recent graduate, career changer, or seasoned professional, this event will provide the tools and knowledge you need to succeed in today’s competitive job market.
Date: April 16, 2025
Time: 2:00 PM - 3:30 PM ET
Location: Virtual!
Cost: Free!
Diamonds are Forever - How to Revolutionize the User Experience with Human-Centered ITSM
Wesley Eugene is the Senior Vice President, North America, with HIT Global - a company on a mission to transform technology through the adoption and integration of human-centered design in the delivery of technology services. Most recently, Wesley was Partner and Chief Information Officer at IDEO, the world's leading human-centered design and innovation firm. With over 20 years of experience in leading large-scale digital transformation programs, Wesley believes in the power of collaboration to create better solutions.
Wesley's approach is anchored in human-centered design and focuses on creating experiences for everyone - the workplace, the marketplace, and the community. Wesley is also a sought-after speaker and thought leader on topics such as Inclusive and Human-centered AI, Digital Transformation, Workplace Culture, Service Management and Technology Business Management.
Date: April 17, 2025
Time: 11:30-1:00 PM ET
Location: 5909 Peachtree Dunwoody Rd. Bldg. D, Floor 11, Atlanta, GA 30328
Cost: Free!
Transforming Your Frontline Workforce with AI
We're excited to kick off HDI Ohio 2025 with our April event followed by a networking happy hour! You will hear from HDI Ohio's own Tim Rashkin and Rocky McGuire as they discuss how you can use AI and Generative AI to reshape your Service Desk and Field Services. Check out all the event details below, register soon, and be sure you don't miss it!
What can you expect?
- Discussion on using AI to reshape your Service Desk
- Networking with other IT professionals
- Giveaways!
- Happy Hour immediately following at Hamilton's Pub (Next Door to The Five)
hat will we discuss?:
- Predictive and Preventative analytics
- Automated workflows
- Enterprise knowledge curation
- Intelligent digital assistants
Date: April 24, 2025
Time: 2:00-4:30 PM
Location: 5316 N Hamilton Rd, Columbus, OH 43230
Cost: Members: Free! Non-Members: $15
Executive Leadership Day!
Modern leadership is more then managing technology — it's about delivering outcomes, creating culture, and enabling agility across the business. Join forward-thinking leaders for a day focused on real-world strategies that drive impact, resilience, and innovation.
Agenda:
- 9:00 AM – 12:00 PM – Panel: The New Expectations of Today’s Leaders
- 12:00 PM – 1:00 PM – Networking Lunch
- 1:00 PM – 3:00 PM – Executive Spotlights
- 4:00 PM – 6:00 PM – Cocktail Networking Reception
Date: April 29, 2025
Time: 9:00 AM-6:00 PM CT
Location: 101 N Wacker Dr #1400, Chicago, IL 60606, USA
Cost: Members: Free!~ Non-Members: $20.00
Updates from HDI...Check out these great industry happenings!
Join Us This Year in Las Vegas!
May 18-22, 2025, MGM Grand - Las Vegas, NV
SupportWorld Live is headed to Las Vegas in 2025! If you want to stay ahead of the curve and learn about the latest trends in support and service management, then this is the conference for you. With inspiring keynotes and more practitioner-led case studies than ever, this conference is sure to educate and inspire you.
Brought to you by HDI—the leading events and services organization empowering the support and service management industry—SupportWorld Live unites attendees for a valuable and unforgettable experience. Covering the entire service and support industry and its people (from frontline analysts to CIOs), SupportWorld Live gives you several days in a welcoming community to solely focus on delivering smarter service and better business outcomes.
Act now for best pricing!
Want to save $400? Become a member of HDI Local Chapters! Complete the membership application here, then go here to find the promo code you need to get the $400 discount when registering (requires a login, so do this after you join!). It's that easy!
SupportWorld - Top 3 Articles
Top 3 articles for February 2025...have you read them yet?
What IT Assets You Need to Track in 2025
How Agentic AI Will Revolutionize IT Support
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. Get in the know - new articles are released every week!
Service Management World Wants You!
It’s that time again…we’re casting the net in search of world-class service management speakers to join our team, November 16-20, 2025, for Service Management World in Orlando, FL.
Don’t miss your opportunity to grab the spotlight and share your unique expertise with attendees at this year's event. Submit your speaker proposal to be a part of the conference program before the deadline on April 18, 2025.
Is your IT support operation due for a check-up?
It’ll be thorough, but nothing too invasive, we promise.
HDI's IT Support Operations HealthCheck is designed to provide your organization with a quick analysis of your organization's operational effectiveness. Key foundational areas are reviewed and compared to best practices, and recommendations are made based on your organizational goals. An HDI HealthCheck can be conducted live onsite, or through an easy and convenient virtual format!
HDI's Private Group Training...a Great Way to Sharpen Your Team!
HDI’s Private Group Training is SELLING LIKE HOTCAKES!! Organizations can choose this group training for 20+ HDI Courses to be tailored to their specific needs, ensuring relevant and applicable content. Investing in group training is a proven technique for keeping teams engaged.
Click here for the course catalog
Don’t Let Talent Slip Away: Hire Faster!
Is your company losing out on top talent due to a lengthy recruitment process? Delays in hiring can have major impacts on your business including employee burnout, delayed project timelines, decreased productivity, and lost revenue. But there’s hope! By streamlining your hiring process, you can attract top talent and avoid costly setbacks. Don’t let your competition snap up the best candidates while you’re still deliberating. Want to learn how to speed up hiring without compromising quality? Read this article to discover 5 strategies that will transform your recruitment process!
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 HDI LOCAL CHAPTER SPONSORS
Copyright © 2023 HDI Local Chapters - HDC Inc., All rights reserved. -
Communications Teresa Pelley (Admin) posted an articleHDI SupportWorld News Recap: Elevating the Service Desk, Leadership, and Feedback Culture see more
HDI SupportWorld News Recap: Elevating the Service Desk, Leadership, and Feedback Culture
June 2025 – In a powerful lineup of thought leadership articles and community highlights, HDI SupportWorld tackles some of the most urgent topics shaping today’s IT service management (ITSM) landscape.
Doug Tedder’s Bold Take on the Service Desk’s Future
In “How to Harness the Strategic Potential of Your Service Desk,” Doug Tedder pushes back on the growing trend of replacing service desks with AI alone. Tedder argues that while automation has its place, it can never replace the human elements that make service desks invaluable—empathy, nuanced problem-solving, and contextual understanding. He calls on IT leaders to reposition the service desk as a strategic asset that fuels business decisions with actionable user data, rather than treating it as a cost center.Feedback That Fuels Real Improvement
Linda Lenox offers a practical guide in “5 Ways to Offer Meaningful Feedback,” urging service teams to move beyond generic satisfaction surveys. She advocates for targeted, actionable questions that identify gaps and opportunities. Her core message: when users see their feedback drives visible improvement, they become true partners in service excellence.Celebrating Excellence: Liz Bunger’s Recognition
HDI shines a spotlight on Liz Bunger, recipient of the 2025 Best Local Chapter Officer award. Known for her dedication and community impact, Bunger’s leadership continues to strengthen HDI Local Chapters across the country. Her recognition is both a celebration and a call to action for peer-driven community leadership.Growing Leaders from Within
Finally, Wilson Pardi Junior tackles the issue of IT leadership pipelines in “How to Create IT Leaders with Effective Talent Management.” He challenges organizations to stop relying on costly external hires and instead invest in sustainable talent development strategies. His message emphasizes long-term growth, leadership cultivation, and retention as the real competitive advantage.From strategy to culture, SupportWorld continues to spotlight the people, practices, and purpose driving IT service management forward.
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Communications Teresa Pelley (Admin) posted an articleHow tech leaders are tackling the talent gap and building teams ready for what’s next. see more
Building Future-Ready Tech Teams: A Conversation with Matt Deneroff
In Episode 22 of Bytes & Banter, we talk with Matt Deneroff, Vice President and Market Director of Technology & Digital at Robert Half, about one of the biggest challenges in today’s tech world: finding and developing the right talent.
As organizations accelerate their adoption of AI, cloud platforms, and ERP systems, the demand for specialized skills is surging—but so is the talent gap. In fact, 87% of tech leaders report struggling to find qualified candidates. Matt brings experience and insight from the front lines of tech hiring, sharing lessons learned from Robert Half’s Building Future-Forward Tech Teams report and real-world consulting work.
We discuss:
- How companies are adapting job descriptions to better reflect evolving skill needs
- The importance of AI governance and phased modernization to manage technical debt
- Creative workforce solutions like hackathons, pilot projects, and flexible staffing models
- Why the best tech teams blend internal upskilling with targeted external support
Throughout the episode, Matt highlights a core truth: future-ready organizations don’t just hire differently—they lead differently. He emphasizes that work ethic, adaptability, and culture-building are just as vital as technical credentials in shaping a successful team.
This episode is a must-listen for anyone involved in IT leadership, workforce planning, or digital enablement. Whether you’re hiring, training, or leading a tech team, Matt’s perspective offers both inspiration and practical next steps.
Listen, Watch, and Join the Conversation
▶️ Watch this episode on YouTube
Catch the full video here of Episode 22: Solving Tech Challenges with the Right Talent
🌐 Explore more episodes and resources
Visit our Bytes and Banter page for show notes, guest links, and past episodes.
👉 Go to Bytes and Banter https://www.hdilocalchapters.org/cpages/bytesandbanter💬 Join the discussion on LinkedIn
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Communications Teresa Pelley (Admin) posted an articleCuriosity, community & change—Sarah Nicastro shares a fresh take on leadership in the AI era. see more
Curiosity, Community, and Change: A New Take on Leadership
In this episode of Bytes and Banter, Sarah Nicastro—Principal Evangelist evangelist at IFS and host of the UNSCRIPTED podcast—joins us to explore what authentic leadership looks like in today’s AI-powered world. Her journey from early career pivots to industry thought leader offers a powerful reminder: the best leaders embrace curiosity, foster community, and lead change with intention.
After being turned down for a sales role due to a lack of experience, Sarah redirected her career into writing, eventually crafting case studies and thought leadership content that led her to IFS. Today, she hosts conversations on customer experience, digital transformation, and the evolving role of field service in business strategy.
Sarah shares how field service has shifted from a cost center to a profit driver—and how that shift demands more emotionally intelligent leadership. She emphasizes the importance of change leadership over traditional management, and why organizations must create cultures where people feel heard, valued, and empowered.
From navigating digital transformation to adopting AI without accumulating technical debt, Sarah’s advice is grounded, actionable, and rooted in values. Her message: lead with authenticity, stay curious, and build real community.
Highlights from the Episode:
- Adaptability fuels growth: Career paths are rarely linear.
- Field service is strategic: It’s about profit, CX, and long-term value.
- Change leadership matters: Empathy and emotional intelligence drive sustainable transformation.
- Storytelling builds trust: Clear, human-centered communication is essential.
- Community accelerates growth: Relationships and peer learning fuel long-term success.
Listen, Watch, and Join the Conversation
▶️ Watch this episode on YouTube
Catch the full video here of Episode 21: Beyond Silos – Authentic Leadership in the Age of AI
🌐 Explore more episodes and resources
Visit our Bytes and Banter page for show notes, guest links, and past episodes.
👉 Go to Bytes and Banter https://www.hdilocalchapters.org/cpages/bytesandbanter💬 Join the discussion on LinkedIn
See how the community is responding and share your thoughts.
👉 View the LinkedIn Article -
Communications Teresa Pelley (Admin) posted an articleHDI SupportWorld Newsletter Summary see more
The latest edition of HDI SupportWorld delivers practical tools and insights to help tech support teams stay sharp, aligned, and future-ready.
🔹 Why Your Team Needs an RACI Matrix
In this featured article, Doug Tedder breaks down the power of the RACI Matrix in clarifying roles and avoiding confusion. By defining who is Responsible, Accountable, Consulted, and Informed for each task, teams can reduce overlap, increase accountability, and work more efficiently. The key takeaway? Every task should have only one Accountable person to ensure clear ownership.🔹 The State of Tech Support in 2025
Daniel Thomas highlights findings from HDI’s “2025 State of Technical Support” report. The industry is being reshaped by generative AI, workforce instability, and shifting cultural expectations. Challenges include training complexity, tech overload, and a stronger focus on employee well-being. The report serves as a roadmap for navigating support trends in the year ahead.🔹 SupportWorld Live Recap Video
Relive the energy of SupportWorld Live with Erica Marois’s recap video. Attendees reflect on standout sessions, meaningful connections, and key takeaways. Whether you were there or missed it, this video captures the spirit of the event and invites you to share your own highlights.📍 HDI Local Chapters
Stay connected with your local HDI community for upcoming events, peer networking, and ongoing professional development.This issue is packed with strategic insights and community moments to help support leaders and practitioners level up in 2025.
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Communications Teresa Pelley (Admin) posted an articleFrom Strategy to Experience: Humanizing IT Support in the Digital Age see more
Last week's HDI Support World roundup challenges IT leaders to rethink the balance between efficiency and empathy in today’s support strategies. From Doug Tedder’s call to rehumanize “shift left” initiatives to a deeper look at Digital Employee Experience (DEX), the message is clear: great IT support starts with people.
1. Rehumanizing the “Shift Left” Strategy
Doug Tedder urges IT teams to move beyond cost-cutting self-service tactics that frustrate users. Instead, he promotes Human-Centered Design (HCD), encouraging organizations to listen to their users, empathize with their needs, and co-create support solutions that actually work.2. What Your Service Desk Needs to Know About DEX
Randy Steinberg introduces Digital Employee Experience (DEX) as a smarter support model that puts AI and automation to work—not to replace people, but to enhance the service journey. Fewer tickets, more proactive insights, and more time for IT to tackle complex challenges? That’s the DEX promise.3. SupportWorld Live 2025: A Community Worth Joining
Erica Marois invites IT professionals to SupportWorld Live, taking place May 18–22 in Las Vegas. With a focus on fresh insights, career growth, and connection, this year’s event offers something for everyone. First-timer? Erica’s LinkedIn tips and welcoming sessions are designed just for you. Plus, use code COMMUNITY to save $400 on registration.
The Bottom Line:
Modern IT support is evolving. It’s not just about faster response times or reduced ticket volumes—it’s about creating meaningful, human experiences. Whether you’re reimagining self-service, adopting DEX, or joining the conversation at SupportWorld Live, the future of IT starts with empathy. -
Communications Teresa Pelley (Admin) posted an articleWhat’s Driving Effective IT Today? People, Processes, and Purpose. see more
What’s Driving Effective IT Today? People, Processes, and Purpose
In the latest insights from HDI Support World, three powerful articles remind us that successful IT service delivery is about more than tools — it’s about people, process alignment, and thoughtful change.
✅ ITSM: The Heart of an Effective Service Desk
Service Desk teams aren’t just there to resolve tickets — they’re the frontline ambassadors of IT. As Linda Lenox points out, when these teams understand the why behind ITIL processes, they’re empowered to improve experiences, spot patterns, and drive real change. The takeaway? Invest in ITSM training and process clarity to help your people shine.🔄 Change Management in a Digital World
Wilson Pardi Junior reminds us that digital transformation isn’t just about launching new tech — it’s about managing change well. Success takes clear communication, stakeholder buy-in, and steady monitoring, not quick top-down decisions. Transformation is a journey, not a switch to flip.🚩 Why Digital Transformations Fail
Glen Hoffman offers a reality check: most transformation efforts stumble not because of the technology itself, but because of people and strategy gaps. Without a clear vision, cross-functional alignment, and flexible systems, fear and resistance take over. Lasting success requires a focus on culture, not just code.Bottom line: Whether it’s your service desk, your processes, or your transformation plans — lead with purpose, invest in your people, and keep the bigger picture in focus.
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Communications Teresa Pelley (Admin) posted an articleAre We Missing the Moment in IT Leadership? Reflections from HDI SupportWorld see more
Are We Missing the Moment in IT Leadership? Reflections from HDI SupportWorld
In the latest issue of HDI SupportWorld, several thought-provoking articles call attention to the crossroads we face in IT support, leadership, and innovation—particularly in how we prepare the next generation.
AI Avoidance: A Missed Learning Opportunity
In “AI Avoidance in Schools: Are We Failing the Next Generation of IT Leaders?”, Susan Smith shares an eye-opening moment from a high school business competition where students avoided AI tools—not because they didn’t want to use them, but because they were told not to. Her story raises an important question: Are we blocking innovation instead of teaching responsible use? For IT leaders unsure how to introduce AI, she recommends starting small, leveraging tools already in use, and showing how AI can complement—not replace—human skill.Automation is Not Optional
Rocky McGuire’s article, “Why All IT Support Should Be Automated,” brings the urgency. With billions invested in AI startups and support expectations evolving, he argues that forward-thinking teams should champion automation as a way to reduce friction and improve service delivery. This isn’t just about keeping up—it’s about staying relevant.Voices and Opportunities
We also hear from Kirk Weisler in a special video message about why SupportWorld Live is a can’t-miss experience for IT pros, packed with inspiration, case studies, and community. And if you’ve ever dreamed of sharing your own lessons learned, today’s the final day to submit a speaker proposal for Service Management World—a perfect stage to share your expertise.As IT leaders, educators, and support professionals, we’re shaping the future of service and leadership. Let’s make sure we’re not just keeping up—we’re leading the way.
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Communications Teresa Pelley (Admin) posted an articleBuilding Resilient IT: People, Training, and Human-Centered Leadership see more
Building Resilient IT: People, Training, and Human-Centered Leadership
In today’s always-on, digitally dependent workplace, IT disruptions don’t just halt systems—they halt people. In the HDI SupportWorld update, thought leaders remind us that true resilience in IT means more than uptime and backups—it means investing in people, preparing teams, and rethinking what success really looks like.
Resilience Starts With People, Not Just Platforms
Nancy Louisnord’s article, Is Your IT Department Resilient?, offers a timely warning: the next big outage isn’t just a technical failure—it’s a human one if we’re not ready. Highlighting the 2023 Microsoft outage, she reminds us that relying on a single-vendor ecosystem can expose critical vulnerabilities. Smart IT leaders are now designing continuity strategies that prioritize people, ensuring teams can stay connected, supported, and productive—no matter what goes down.
Training is Not Optional—It’s a Strategy
In 4 Ways to Improve Your Training Program, Thomas Lorentz urges IT organizations to stop treating onboarding like a race. Rushed training leads to poor service and fast turnover. Instead, he champions thoughtful, structured learning—whether through live trainers or LMS platforms—that integrates culture, clarity, and capability. His advice is simple but powerful: train people well, and they’ll stick around and perform.
Doug Tedder: Bringing Humanity Back to IT
In Erica Marois’s LinkedIn spotlight, we meet HDI Top 25 Thought Leader Doug Tedder, who’s calling for a reset in how we approach service management. He critiques our obsession with procedures, technologies, and KPIs that don’t always serve a purpose. His message? Recenter IT around people. Context matters. Empathy matters. And IT should never forget the human side of the service experience.
HDI SupportWorld Live 2025: Let’s Talk About It in Vegas
These themes of resilience, learning, and human-centered service will converge at SupportWorld Live 2025, hosted at the MGM Grand in Las Vegas. Between training sessions like ITIL® 4 Foundation and Experience Practitioner, IT pros will gather to explore what’s next for our profession—and how we can build stronger, more supportive teams in an unpredictable world.
Read more here
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Communications Teresa Pelley (Admin) posted an eventThe Definitive Event for Service Management Professionals see more
Join now and save $400.00 off your Service Management World pass!
Be sure to register early to take advantage of our best discounts!
We want to help you get there:
- If you are already an active HDI Local Chapter member, use the discount code unique to your local chapter when you register to get $400 off your pass! OR...
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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 to get an additional $400 off your pass!
PLUS... -
Register for Service Management World - Use your member discount code and save!
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Communications Teresa Pelley (Admin) posted an articleWhat’s New from HDI SupportWorld — Digital Transformation, IT Success, and Speaking Opportunities see more
In the latest edition of HDI SupportWorld, the spotlight is on navigating digital transformation, empowering IT teams, and preparing for key industry events.
In her article, Rachel Mulry explores the human side of digital transformation, emphasizing that success isn't just about tech — it’s about guiding employees through change. From clarifying objectives to celebrating milestones, Mulry offers actionable advice for leaders looking to inspire real, people-driven progress.
Daniel Guinto shares three simple but powerful ways to elevate your service desk in his latest LinkedIn post. By investing in training and fostering continuous skill growth, Guinto argues that organizations can’t afford not to support their teams.
Meanwhile, Roy Atkinson delivers his weekly tip on LinkedIn: be careful how you measure success. Overemphasis on a single metric can throw others off balance. Catch more of Atkinson’s wisdom at SupportWorld Live, taking place May 18–22 in Las Vegas.
And if you're ready to share your own insights, Erica Marois invites you to speak at Service Management World 2025, happening Nov. 16–20 in Orlando. Proposals are due by April 18 — the perfect chance to showcase your expertise in AI, knowledge management, and more.
Don’t miss out on the upcoming SupportWorld Live conference at the MGM Grand in Las Vegas, and check out HDI’s virtual training options like the Experience Practitioner course.
Stay ahead of the curve with the latest from HDI — because transformation begins with you.
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Communications Teresa Pelley (Admin) posted an articleLatest Edition of SupportWorld see more
The newest edition of HDI SupportWorld brings a refreshing take on the world of IT support, showcasing how innovation, playfulness, and people-first thinking are transforming the industry.
💡 Making IT Fun: Why Playfulness Matters in Tech Teams
In the featured article, Matt Beran flips the script on traditional IT culture. Instead of sticking to the same old compliance-focused routines, he makes the case for curiosity, collaboration, and gamification. It’s a call to create “safe-to-fail” environments where innovation thrives and tech teams feel energized and engaged.🎥 Thought Leader Spotlight: Sarah Nicastro
In a must-watch video, Erica Marois interviews Sarah Nicastro, one of HDI’s Top 25 Thought Leaders. Sarah shares her bold vision for service management’s future and her mission to deliver high-impact content for field service professionals. Her insight is both inspiring and actionable—don’t forget to connect with her on LinkedIn!🎙️ Bytes & Banter Podcast: Doug Rabold
Jessica Levco hosts Doug Rabold, North America XLA Institute Evangelist, in a podcast episode that dives into the evolution of service desks. Doug explains how focusing on experience management is reshaping IT leadership—and why it's a trend to watch in 2025. You can also catch Doug live at SupportWorld Live in Las Vegas this May.🧠 Upcoming Webinar: Using Generative AI to Clean Up Your Knowledge Base
On March 25, Leslie O’Flahavan will lead a practical webinar on how to revitalize your knowledge base using Generative AI. Learn how to refresh outdated content, improve adoption, and deliver smarter, more useful KB articles. Real-world tips, examples, and time-saving strategies await!📅 Mark Your Calendars
From the Experience Practitioner Training Course to the ITIL® 4 Foundation class, and the can’t-miss SupportWorld Live 2025 Conference at MGM Grand in Las Vegas—HDI has a packed schedule designed to empower and elevate IT professionals.Want to stay ahead in service and support? This edition of SupportWorld is your roadmap.
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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.
