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Communications Teresa Pelley (Admin) posted an articleHDI SupportWorld: Retention, Resourcefulness, and Rethinking Career Growth in IT Support see moreHDI 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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Virtual Community (Admin) posted an eventJoin us and prepare to build your best year yet! see more
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.
What to Expect:
- Common IT support interview questions—and what hiring managers are really looking for
- Real‑world advice from peers across the IT support community
- Practical tips you can apply immediately, whether you’re interviewing or interviewing others
- Open discussion and shared learning in a supportive environment
Key takeaways and discussion highlights will be emailed to all registrants following the event.
About the HDI Virtual Community Team:
The HDI Virtual Community team is a volunteer‑led committee made up of IT support professionals and previous HDI Chapter Officers who are committed to bringing events where we continue to learn, share real‑world experience, and support one another. The committee works together to develop and keep our programs running smoothly. We’re always excited to welcome new volunteers who want to contribute, grow their skills, and help strengthen our community.
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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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Tim Searl posted an eventLunch will be sponsored by our friends at Sycamore see more
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.
Lunch will be sponsored by Sycamore.
We would like to thank Temple University for letting us use their facility for the meeting.
Meeting Location:
3rd Floor Room 306
Temple University Information Technology Services
The TECH Center (Bell Building)
1833 N. 12th St.
Philadelphia, PA 19122 United StatesParking - Street parking is free. Paid surface lot across the street and paid garage at the back of the building.
TUTTLEMAN LOT
1205 W. Montgomery Avenue
Philadelphia, PA 19122
MONTGOMERY GARAGE
1859 N. 11th Street
Philadelphia, PA 19122
Public Transit: The Broad Street line and the regional SEPTA rail stop are close by.
We have two speakers who will be joining us this month:
Patrick von Schlag, President, Deep Creek Center, Inc.
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.
Topic: 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.
Paul Gargiulo, West Chester University, Director of EdTech and User Services
Paul is an IT organizational leader with 20+ years in Higher Education developing customer-centric IT Service Desks and broadening the use of technology in academic settings. He served as the team lead through West Chester University’s ServiceNow IT Service Management implementation and has managed other complex implementations such as WCU’s video streaming platform, Panopto, and Learning Management System, Brightspace by D2L. Paul is an experienced presenter discussing digital transformation, data-driven decision making, and ITSM best practices.
Topic: Chasing Zero: How WCU Optimized ITSM to Maximize Team Performance
Prior to its transformation, West Chester University’s IT Service Management (ITSM) environment was marked by a chaotic and fragmented help desk structure. Multiple help desks operated independently, each utilizing disparate ITSM tools and outdated processes, which resulted in unsustainable costs and inefficiencies. The absence of clear accountability and meaningful metrics further hindered effective incident management and service delivery, making it difficult to track performance and drive improvements.
Save these dates in 2026:
- July 15 - Widener
- 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: 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
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Communications Teresa Pelley (Admin) posted an articleHDI SupportWorld: Experimentation, Trust, and Human-Centered Skills in the Future of ITSM see more
HDI SupportWorld: Experimentation, Trust, and Human-Centered Skills in the Future of ITSM
This week’s HDI SupportWorld newsletter explores how service management continues to evolve through experimentation, trust-building, and a renewed focus on human-centered skills.
In the lead article, Christopher Chagnon introduces the concept of “VibeTSM,” inspired by the developer trend of “vibe coding.” The idea applies a rapid iterative loop—Describe, Generate, Validate, and Refine—to IT service management artifacts such as SOPs, process maps, and escalation paths. Rather than waiting for perfect documentation, teams can generate working drafts faster, enabling stakeholders to collaborate and refine ideas more effectively.
Next, Rina Brahmbhatt reminds readers that service excellence is ultimately about trust, not tickets. Through a simple story about a thoughtful barista at her favorite coffee shop, she illustrates how proactive communication and genuine care during mistakes build stronger relationships than flawless processes alone.
The newsletter also highlights an upcoming HDI & ICMI Idea Exchange led by Linda Lenox, focused on human-centered skills in a digital world. As automation and AI handle more routine tasks, empathy, communication, and emotional intelligence will become even more critical for service professionals.
Finally, the issue includes reminders of upcoming industry events, including the Idea Exchange webinar on March 20, an ITIL® 4 Foundation training course in April, and the HDI Service & Support World conference in Las Vegas this May.
Together, these stories emphasize that while technology continues to accelerate service delivery, experimentation, trust, and empathy remain the foundations of exceptional support.
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Communications Teresa Pelley (Admin) posted an articleHDI SupportWorld: Rethinking Entry-Level Roles, Cultivating Curiosity, and Building Stronger Service see more
HDI SupportWorld: Rethinking Entry-Level Roles, Cultivating Curiosity, and Building Stronger Service Desk Teams
This week’s HDI SupportWorld newsletter focuses on the evolving expectations of service desk teams and the leadership mindset needed to support them.
In the feature article, Doug Tedder explains why the term “entry-level” no longer reflects the reality of modern service desk roles. As AI takes over routine troubleshooting tasks, the issues that reach human analysts are increasingly complex. Tedder argues that organizations must rethink hiring strategies—prioritizing attitude, adaptability, and learning potential while building clear skill paths rather than rigid career ladders.
Next, Susan Smith challenges teams to adopt what she calls “Curiosity-as-a-Service.” While fast ticket closure may keep dashboards looking healthy, it doesn’t prevent recurring issues. Smith encourages organizations to make curiosity a discipline by embedding root-cause thinking into everyday support interactions, enabling analysts to solve problems at their source rather than repeatedly treating symptoms.
Finally, Linda Lenox explores what truly makes a world-class service desk. Contrary to the belief that support roles are temporary stepping stones, she argues that great service desks are built intentionally through a mix of early-career talent and experienced professionals. The best analysts share key qualities: technical problem-solving ability, empathy for customers, adaptability to change, and a strong commitment to delivering meaningful support.
Together, these articles reinforce a central message: the future of service desks depends not just on tools and processes, but on cultivating the right mindset, curiosity, and team structure.
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Communications Teresa Pelley (Admin) posted an articleNewsletter - March 2026 see more
Welcome to HDI Local Chapters monthly newsletter! Highlighting events and activities around the US. Does this email not look right? Try viewing this email in a browser. President's Message...
with Laurie Lukken
March is synonymous with renewal, growth, and fresh starts—a perfect time to “March forth” and take bold action toward your goals. As the winter fades and the promise of spring emerges, we’re reminded that every day brings another opportunity to embrace change, refresh our intentions, and celebrate the progress we’ve made. Even if your New Year’s resolutions have strayed, now is the moment to evaluate your goals, acknowledge your achievements, and adjust your strategies for success. Step out of your comfort zone and move forward with confidence, knowing that growth often happens when we challenge ourselves. March also marks the birthday of Dr. Seuss and let him be a reminder that creativity, imagination, and courage can lead to wonderful new adventures and accomplishments.
If you’ve experienced a harsh winter, let March be a beacon of hope for brighter days ahead. Look for more daylight, sunshine, and the bloom of flowers as nature rejuvenates itself. This is your invitation to leave behind the realities that weighed you down and to spend time with your HDI Local Chapter community to welcome a season of optimism and possibility. Whether you’re renewing resolutions or setting new ones, your journey forward can be as vibrant and fulfilling as the spring that’s just around the corner. March forth, celebrate your wins, attend one of the scheduled HDI events and let this month be your catalyst for positive change!
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.
AI Versus Automation: Building an AI Ready Service Desk Without Breaking Your Processes
By Rick Mims
Mims is a 30+ year veteran of the servicedesk management, ITSM, consulting, and operations industry. Ric has held various positions throughout his career, from team lead to help desk manager to ITSM consultant. He’s also served in many capacities for HDI, including as a member of the HDI Faculty, a frequent speaker at HDI conferences, and a former local chapter president.
Agenda:
1:00 PM - 1:09 PM EST: Welcome, HDI News
& Introductions
1:09 PM – 1:49 PM EST: Ric Mims presents:
AI vs. Automation:
Building an "AI-Ready"
Service Desk Without
Breaking Your Processes!
1:49 PM – 1:59 PM EST: Questions & Answers
1:59 PM – 2:00 PM EST: Wrap Up & SurveyDate: March 5, 2026
Time: 1:00 PM - 2:00 PM ET
Location: Virtual! Details sent on registration
Cost: Free!
March AI Meetup: Tell Your Story - How to Message AI to Divided Minds
Featuring Laura Nespoli, this session will focus on how to communicate about AI in a way that builds trust, reduces resistance, and meets people where they are—especially when viewpoints are mixed.
Date: March 6, 2026
Time: 10:00 PM - 11:00 AM ET
Location: Virtual! Details sent on registration
Cost: Free!
Beyond Resolutions: Build a World Class Team with Intention
"World-class" support isn't achieved through vague New Year’s resolutions, but through disciplined execution and intentional leadership.
You may have come across Linda's recent HDI article where she covered this and wished you could get deeper into it. Here's your opportunity! Join us for our March virtual community event.
Using the ITIL Continual Improvement Model, Linda will discuss how a circular framework for sustainable growth can move your team forward. She'll be explaining how following the below actions gets you headed towards excellence.
- Defining the Vision: Move past buzzwords to describe exactly how customers should experience support.
- Establishing a Baseline: Use honest data (metrics and morale) to see where the team actually stands.
- Setting Incremental Targets: Use small, measurable steps to build momentum and avoid burnout.
- Creating an Actionable Plan: Prevent the team from simply reacting to the "loudest issue of the day."
- Executing & Sustaining progress: Maintain progress through consistent leadership feedback and by turning today's improvements into tomorrow's standard.
About our Speaker:
Linda Lenox is a seasoned IT leader with over 25 years of experience in IT operations, service management, and business transformation. She is the Director of Program Delivery at Hall’s Culligan Water and also runs Ingleby Lenox LLC, specializing in Service Desk and ITSM consulting. Previously, Linda was the Vice President of Technical Operations at CURO Financial Technologies, leading a 24/7 multi-tiered Service Desk and ITSM initiatives. Her leadership has been recognized with multiple industry awards, including Computerworld’s Premier 100 IT Leaders. She holds an MS in Telecommunications Management and numerous industry certifications, including ITIL 4 Master, PMP, SRE Practitioner, and multiple HDI certifications, such as Certified Support Center Director, Knowledge-Centered Service, and Certified Trainer. An active speaker at industry conferences, Linda is passionate about coaching, mentoring, and volunteering with Junior Achievement USA.
Date: March 10, 2026
Time: 12:00 PM - 1:00 PM CT
Location: Virtual! Details sent on registration
Cost: Members: Free!
Help Desk and Service Desk Conference
Event Details
Join Seattle HDI, sponsored by EasyVista and Apex Systems for an engaging Help Desk & Service Desk Operations Conference designed to elevate your support organization through practical, hands-on training and real-world insights. This interactive session will be focused on modern help desk/service management strategies, automation, AI-driven workflows, and proven techniques to boost efficiency, reduce ticket backlogs, and improve customer satisfaction.
Whether you’re a frontline technician, service manager, or IT leader, you’ll walk away with actionable tools and best practices you can implement immediately.
Speakers and Agenda will be shared soon!
Date: March 12, 2026
Time: 3:00 PM - 5:00 PM PT
Location: Bellevue - Bellevue Square
Cost: Free!
Live Breakfast Briefing: Sharpen Your Presentation Power
This session helps support professionals develop confidence, clarity, and charisma when presenting. Participants will gain strategies to organize messages, engage audiences, and deliver strong presentations—useful for sharing ideas at events or conferences.
Tom Wilk, Wilk Consulting Group, is dedicated to helping leaders lead with clarity, confidence, and compassion.
Leadership isn’t innate—it’s intentional. It’s a skill built through practice, reflection, and resilience. Over the past decade, Tom has dedicated his career to guiding individuals through the often messy, always meaningful journey of becoming effective leaders.
As a keynote speaker, mentor, and coach, Tom specializes in helping new and aspiring leaders transition into leadership roles with clarity and confidence, implement performance management strategies that actually drive results, and build the “reps” of leadership—the daily habits that turn managers into transformational leaders
Tom's approach blends evidence-based frameworks with the raw, real stories of his own leadership path. He believes that vulnerability is a strength, and sharing our lessons learned is the most powerful way to inspire growth in others.Date: March 13, 2026
Time: 9:30 AM - 11:30 AM ET
Location: Giant Eagle Corporate HQ, 700 Cranberry Woods Dr, Cranberry Twp, PA 16066
Cost: Members: Free! Non-Members: $20
Elevate Your Career 2026 Event
🚀 Elevate Your Career
** Required Registration Needed to Enter
Ready to take your next step — or find your next great hire?
Elevate Your Career is where ambition meets opportunity. This dynamic career fair brings together motivated job seekers and forward-thinking employers for a powerful day of networking, learning, and career advancement. Whether you're launching your career, pivoting into tech, advancing in cybersecurity, or searching for top talent, this event is designed to create meaningful connections that move careers forward.
Hosted at City University of Seattle and proudly sponsored by Seattle HDI, ISSA Puget Sound, City University, and MeeBoo, this event connects industry leaders, hiring managers, and emerging professionals across technology, cybersecurity, service management, and business operations.
🔹 For Job Seekers:
- Meet hiring managers face-to-face
-
Discover career pathways in tech and cybersecurity
-
Build your professional network
-
Learn what employers are looking for right now
-
Walk away with real opportunities
Date: March 28, 2026
Time: 10:00 AM - 2:00 PM PT
Location: Provided on registration
Cost: Free!
Motown Social Event - Shield's Restaurant Bar Pizzeria
HDI Motown Local Chapter would like to invite you to a social networking event!
This is an opportunity for you to meet and network with your peers in a casual, relaxed
setting. No agenda, just network!Date: March 19, 2026
Time: 5:00 PM - 7:00 PM ET
Location: 25101 Telegraph Rd, Southfield, MI 48034
Cost: Free!
Tech vs. Touch: Navigating the IT Service Conundrum
About the Program
In an era of rapid digital transformation, IT service management (ITSM) faces a critical balancing act: leveraging cutting-edge automation and AI while maintaining the human touch that drives customer satisfaction and employee engagement. This session explores the challenges and opportunities of integrating technology with personalized service, offering actionable strategies to harmonize efficiency with empathy.
Through real-world interactive discussions, and expert insights, attendees will examine how organizations can avoid the pitfalls of over-automation while still harnessing the power of AI, self-service, and predictive analytics.By the end of the session, we will have gained knowledge of:
- A step by step framework for evaluating business process candidates for automation
- Real-world examples of organizations successfully navigating the tech-touch divide.
- Practical tools to assess and optimize your own service management strategy.
- Insights into fostering a culture that embraces innovation while valuing human connection.
Ric Mims is an ITSM Expert with 30 years of experience in IT service management, digital transformation, and customer experience optimization. A recognized HDI 2025 Thought Leader in balancing technology with human-centric service, Ric has helped organizations worldwide enhance efficiency without losing the "human touch." Ric currently serves as vCIO for SimpleITSM, a Managed Service Provider and Consultancy.
Date: March 27, 2026
Time: 1:00 PM - 2:30 PM ET
Location: Virtual - details sent on registration
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: Human Centered Skills for a Digital World
As technology continues to reshape the way we work, human skills like empathy, communication, and adaptability are more important than ever. This Idea Exchange invites you to explore how to balance the rise of automation and AI with the uniquely human strengths that drive connection and customer experience. Together, we’ll identify strategies for building and sustaining these skills in a rapidly changing world.
About our Speaker...Linda Lenox is a seasoned IT leader with over 25 years of experience in IT operations, service management, and business transformation. She is the Director of Program Delivery at Hall’s Culligan Water and also runs Ingleby Lenox LLC, specializing in Service Desk and ITSM consulting. Previously, Linda was the Vice President of Technical Operations at CURO Financial Technologies, leading a 24/7 multi-tiered Service Desk and ITSM initiatives. Her leadership has been recognized with multiple industry awards, including Computerworld’s Premier 100 IT Leaders. She holds an MS in Telecommunications Management and numerous industry certifications, including ITIL 4 Master, PMP, SRE Practitioner, and multiple HDI certifications, such as Certified Support Center Director, Knowledge-Centered Service, and Certified Trainer.
Date: Friday, March 20, 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 - Foundations in Service and Support Metrics
Managing a support organization’s performance is more complicated now than ever before. The diversity of channels, technologies, and service offerings leaves behind a mess of data that can overwhelm even the most experienced of leaders. Achieving success today means having the ability to find and act on the metrics that truly matter most.
This course equips service and support leaders with the insights and resources they need to effectively define, measure, and achieve results. Participants will learn how to categorize key performance areas, establish leading indicators, accurately analyze results, and clearly articulate the support organization’s business impact.
Next class: March 24-26 (Virtual, Instructor Led)
More information here!
Is Your Support Center Due For a Checkup?
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!
The HealthCheck process starts with organizations submitting documentation and samples of practices, processes, procedures in place in their current environment. HDI Consultants will review the documentation before arriving onsite (or conducting interviews through virtual web conferencing) where they will conduct observation, interviews, and additional analysis. The last part of the process is creating the HealthCheck summary report.
When your HealthCheck is complete, you’ll receive a comprehensive summary report of observations along with recommendations for improvement.
Contact your regional account manager to schedule your HealthCheck appointment today!
HDI Local Chapters is proud to recognize Robert Half for its long-standing partnership and continued support.
For more than 20 years, Robert Half has worked closely with HDI and is actively involved with chapters nationwide.
As the world’s first and largest specialized talent solutions firm, Robert Half is proud to support HDI members and chapters by offering:
Hiring support
With talent solutions professionals in all major markets, Robert Half provides personalized guidance for organizations looking to hire top tech talent.
Career development support
Helping professionals grow their careers, Robert Half provides access to top job opportunities and resources to build skills and succeed in today’s job market.
Tech-focused insights on the Robert Half blog:
- Building Tech Teams for the Future of Work: Lessons from 2025
- How Contract IT Jobs Can Boost Your Tech Career
- It Pays to Know: Landing Your Dream Job or Dream Hire in 2026
Connect with your local Robert Half talent solutions professional to learn more.
What Lies Ahead for Tech Hiring in 2026?
IT and service leaders are under pressure to strengthen security, integrate AI and keep operations running smoothly, all while navigating ongoing skills gaps. Robert Half’s 2026 Demand for Skilled Talent report breaks down the roles and capabilities organizations are prioritizing, from cybersecurity and AI/ML to DevOps and data analytics. With competition for skilled professionals increasing, many teams are blending permanent hiring, contract talent and upskilling to stay ahead. Read the report to discover the trends, workforce challenges and practical strategies shaping tech and support teams in 2026.
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!
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Communications Teresa Pelley (Admin) posted an articleHDI SupportWorld: Intelligent Service, Leadership Gaps, and the State of Service in 2026 see more
HDI SupportWorld: Intelligent Service, Leadership Gaps, and the State of Service in 2026
This week’s HDI SupportWorld newsletter confronts three urgent realities shaping service management today: the evolution of ITIL, a growing leadership crisis, and the operational strain facing IT teams in 2026.
In the lead article, Dawn Christine Simmons (Khan) introduces the concept of Intelligent Service under ITIL 5. Her argument is clear: customers don’t measure service in minutes — they measure it in trust and clarity. In this next evolution, tickets are no longer endpoints; they’re signals. Speed becomes confidence. AI removes noise so teams can focus on meaningful outcomes. With Gartner reporting that 91% of high-maturity service organizations have a dedicated AI leader, the question becomes not whether AI is coming — but whether your organization is structured to guide it.
Next, Peter McGarahan tackles what he calls the “rippling impact” of today’s leadership crisis. Gallup data shows historically low confidence in company leadership, and employee disengagement is rising. McGarahan argues that leadership isn’t complicated — people care when they feel cared for. The challenge isn’t simply bad leaders; it’s that organizations have deprioritized the human side of leadership.
Rounding out the issue, Erica Marois introduces HDI’s latest report: The State of Service Management in 2026. The findings highlight staffing shortages, mounting customer expectations, and anxiety around AI adoption. For leaders navigating change, the report offers data-driven insight into how service organizations are responding — and what strategies are gaining traction.
Together, this issue underscores a powerful theme: intelligent service requires intentional leadership, thoughtful AI integration, and a renewed focus on people.
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Communications Teresa Pelley (Admin) posted an articleHDI SupportWorld: Choosing the Right Stage, Shifting Leadership Mindsets, and Developing the Next Ge see more
HDI SupportWorld: Choosing the Right Stage, Shifting Leadership Mindsets, and Developing the Next Generation
This week’s HDI SupportWorld newsletter focuses on intentional growth—where you learn, how you lead, and who you’re becoming as a service professional.
In the feature article, Jessica Levco challenges ITSM professionals to be more discerning about conference choices in 2026. Not all industry events are built the same. User group conferences often center around specific platforms, and consulting firm events can function primarily as lead-generation tools. In contrast, HDI Service & Support World positions itself as vendor-neutral and practitioner-driven—designed to foster real conversations about what’s actually working in service and support today. The event takes place May 3–7 in Las Vegas.
Leadership mindset takes center stage in Varun Sharma’s thought-provoking piece. He argues that the greatest barrier to service desk performance isn’t technology—it’s the narrative leaders reinforce. When teams are told to “clear the queue,” they optimize for speed. When leaders speak about purpose, clarity, and impact, performance transforms. High-performing teams begin with intentional language.
Finally, Erica Marois introduces the HDI Future Leaders Collective, a cohort-based leadership development program for professionals under 40 preparing for senior roles. The program offers mentorship, curated conference experiences, and a voice in shaping future HDI initiatives. Applications are open through February 20.
Together, this issue emphasizes a powerful theme: where you invest your time, how you frame your leadership, and how you grow your future leaders all shape the trajectory of service excellence.
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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.
