Knowledge Hub

Build Your ITSM Core Strength for Customer Experience Success

In the Age of Experience, ITSM core strength is more critical than ever. Watch this exclusive video as Former CIO Greg Sanker explains how modern organizations can tackle specific operational challenges quickly and effectively by leveraging experience feedback. This approach drives targeted ITSM improvements and measures their impact on customer experience (CX), creating a powerful feedback loop for continuous enhancement.

Key points covered in the session:

• How experience feedback identifies operational challenges and improvement areas.
• Driving targeted ITSM improvements in core areas like incident, problem, change, and release management.
• Measuring the impact of ITSM improvements on customer experience (CX).
• Using the CX-ITSM feedback loop to guide ongoing improvement efforts.

Events and Training: Why It's Important To Do Both

Events and training are key to professional growth. Events spark networking and inspiration, while training builds skills and certifications. This exclusive HDI guide will help you discover how to leverage both to reach your goals.

The State of Tech Support

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 the report and get the real-world data shaping tech support’s future.

A Practical Toolkit for Technical Support Leaders

There is little doubt that 2023 was a year of staggering change, kicked off by the public release of Generative Artificial Intelligence in the form of OpenAI’s ChatGPT at the very end of 2022. Within weeks, the tool garnered 100 million users, and the terms Generative AI, or GenAI, were appearing in blogs and news stories everywhere. Competitive products like Google’s Bard launched quickly, and productivity software soon began offering AI “copilots” designed to assist us as we write content or design graphics and illustrations—or handle incident management tasks. The way we work is changing.

None of this should have been a shock; predictions about AI and its role in support have been around for a long time, as this SupportWorld post from 2016 shows. The upshot: people at all levels of an organization are becoming even more dependent on technology to get work done. When there is an interruption, they need to get back to work rapidly, and that falls to the support organization, whether it’s the service desk, desktop support, or an escalation group.

Navigating the changes can be difficult, so we’ve put together some practical advice to help you as you plan for this year and beyond.

This guide includes:

• Top metrics and the changes you’ll want to consider
• Better ways to collect feedback from the consumers of your services
• How to analyze and act on feedback to drive improvements
• Benefits you can derive from new-generation ITSM tools

The Dawn of the AI Age: Advice for Tech Support Leaders

AI will have major implications on the future of work. However, harnessing the potential of AI is not without challenges, from understanding where and how to integrate AI into daily tasks to ensuring the accuracy of AI-generated outputs. The key to successfully utilizing AI lies in understanding the intricacies of tasks and identifying the right strategy to incorporate AI into the process. This report will look at four important topics and provides a framework to implement AI into service management processes.

61 Inspiring Tips for Technical Support and Service Management Professionals

Have you ever wondered how other service management professionals approach common challenges like meeting SLAs, retaining talent, or improving CSAT?

HDI has partnered with thousands of professionals and their organizations for more than thirty years to improve their performance. Over the years, through live Twitter chats, events, and discussions, our community members have shared thousands of tips. So, we decided to compile some of our favorites to share.