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April 25-29, 2027

Caesars PalaceLas Vegas, NV

Newsroom

Making Knowledge a Force Multiplier in Service Operations

How Power Design Inc. Became a World-Class Service Desk

Your Support Team Is the AI Frontline

Why Nobody is Reading Your Reports

Most reports don’t fail because they lack data. They fail because they don’t inspire action. In this session recap from HDI Service & Support World, Micah Armstrong shares how to stop overwhelming people with metrics and start creating reports that drive decisions. Learn why insight beats activity, how to tailor reporting by audience and why the best dashboards tell a story, not just display numbers.

How The University of Notre Dame’s Help Desk Evolved into a Service Desk

For more than 30 years, the University of Notre Dame's Help Desk was well-loved, but that wasn't enough to keep pace with the complexity of a decentralized IT environment serving students, faculty and departments with different support needs. At HDI Service & Support World, three service desk leaders spoke about what it took to evolve a function that everyone loved into something that the university can’t function without.

6 Ways to Lead When Everything Is Changing

Service leaders are navigating nonstop change, but success comes from simplifying the customer experience, breaking down silos and empowering teams to grow. In this panel from HDI Service & Support World, experts shared practical advice on redefining service, prioritizing change management, building trust across departments and laying the right foundation for AI. The key takeaway: strong leadership starts with communication, collaboration and focusing on people first.

HDI Announces Winners of the 2026 HDI Awards

Your KB Articles Have Too Many Notes

From Friction to Fuel: Transforming Healthcare IT Service Delivery Through Human-Centered Service Management

In the ever-evolving landscape of healthcare, IT service delivery plays a pivotal role in ensuring operational efficiency and enhancing patient care. Session 506, titled "From Friction to Fuel: Transforming Healthcare IT Service Delivery Through Human-Centered Service Management," brought together two industry leaders, Nora Osman of Norvana LLC and Robert Mosquera of Parker Health Group, to share their insights on revolutionizing service management in healthcare.

Beyond Technical: The Skills That Will Define Careers in the AI Era

As artificial intelligence (AI) continues to reshape industries and redefine the way we work, one question looms large: What role will humans play in this rapidly evolving landscape? While AI is often seen as a disruptor, it also presents an opportunity to reimagine how we leverage uniquely human skills to complement technological advancements. The future of work is not about humans versus machines—it’s about humans and machines working together.

ITSM Platforms: Should I Stay or Should I Go?

Thinking about switching your ITSM platform? Industry expert Pete McGarahan breaks down the “stay or go” dilemma with a practical, no-nonsense lens. He walks through how to weigh cost vs. value, plan a smooth transition, and minimize risk, while sharing his top tips for making the change with confidence and setting your team up for long-term success.

The Hidden Cost of Ticket Escalations and How to Reduce Them

High escalation rates are a diagnostic signal that your frontline support model has a gap. Glen Hoffmann makes the case that most escalations are avoidable, typically tracing back to outdated knowledge articles, poor ticket routing or undertrained Tier 1 analysts. The cost adds up fast: tickets handled at higher support tiers can run two to three times more than those resolved at Level 1.

Why Your Team is Struggling So Much

A service desk that's closing tickets and meeting SLAs can still be quietly falling apart. But the problem isn’t your frontline team. It’s the way your service desk is designed. Here are a few fixes you can make: redesign intake around customer intent (instead of organization chart logic), separate work types and make priorities visible from the start.

What is the Cost of Inauthenticity?

Most organizations know there's a gap between what they promise and what they deliver. The agents caught in the middle pay a big price: stress, disengagement and complicated workarounds. In his newest blog, Declan Hamilton shares a few pointers on how leaders can fix this problem.

Design a Better Career Path for Your Agents

Turnover rates in service and support teams are running between 30% and 45%. The cost of replacing one person can reach 150% of their annual salary when you factor in recruiting, onboarding and lost productivity. In a session at HDI Service & Support World in Las Vegas, Mike Hanson will make the case that most organizations are leaving a retention tool on the table: a clear, believable career path for agents.

Your Knowledge Base Articles Need Better Titles

Even if your KB feels like a mess, here’s one quick fix: write better titles for your articles. A good KB title does more work than most people realize. It tells users whether the article is relevant, whether it addresses their specific problem and whether it's worth reading at all.

4 Leadership Behaviors That Ruin Transformation

“Change” isn't a go-live date or a project end point. It's a marathon, and leaders who treat it like a sprint risk spoiling the momentum they worked to build. In his newest blog, Rocky McGuire shares a few leadership behaviors that mess up transformation. Speed is one of them. Before your next change initiative, ask yourself: If you were on the receiving end, would you feel supported, equipped and seen?

How to Build Your Next-Gen Service Desk

The next-gen service desk operating model needs to account for smarter self-service, better cross-functional collaboration and metrics that measure outcomes. Even with all the changes, the service desk will continue to be the face of IT. Consumers want to be heard, helped quickly and treated well. Building toward a next-gen service desk doesn't require a massive overhaul. It starts with one consumer journey, one cross-functional team and one set of updated metrics.

The State of Service Management in 2026

Three out of four service management teams can't find qualified analysts, half your workforce feels underpaid, and AI is reshaping job descriptions faster than you can write them. Welcome to 2026, where the talent crisis collides head-on with the automation revolution. Our latest research unpacks how industry leaders are turning these challenges into competitive advantages.

The Latte Test: Why Service Excellence Is About Trust, Not Tickets

Service excellence is about how you handle the moments when things go wrong. In her newest blog, Rina Brahmbhatt makes the case for this with a story from her favorite coffee shop: a barista who remembers her order, and more importantly, proactively communicates when something isn't right instead of hoping she won't notice.

Is Your Team Curious Enough?

Closing tickets fast will keep your dashboards green, but it won't stop the same problems from coming back. That's the premise behind "Curiosity-as-a-Service," a framework that embeds root cause thinking into every customer service interaction. Stop treating curiosity as a personality trait, but as an operational discipline.

The Rippling Impact of the Leadership Crisis

Leadership isn't complicated: people care when they know you care. But right now, we're in a leadership crisis. Gallup reports that confidence in company leadership is at an extreme low, and a huge portion of the workforce is checked out. The problem isn't just bad leaders; it's that leadership and HR have stopped prioritizing people.

HDI Service & Support World Announces Keynote Lineup to Inspire Service Management, Customer Support and Technical Support Professionals

HDI has announced a powerful keynote lineup for HDI Service & Support World, designed to inspire service management, customer support, and technical support professionals across the industry. Taking place May 3–7, 2026 at Caesars Palace in Las Vegas, the event brings together bold thinkers and real-world leaders to explore the future of CX, leadership, and AI-driven innovation. Expect fresh perspectives, practical insights, and ideas that will challenge how you lead, support, and shape what’s next.

How to Choose the Right ITSM Conference for You

Not all ITSM conferences are created equal. Before you book your travel for 2026, it's worth understanding who's running the show. User group conferences are built to make their software shine and consulting firm events are lead generation vehicles. Neither is designed to give you the full, unbiased picture. HDI Service & Support World takes a different approach: vendor-neutral, practitioner-driven and built around conversations about what's working in the industry. Come join us in Las Vegas, May 3-7.

Beyond Resolutions: Build a World-Class Support Team with Intention in 2026

Most service desk New Year’s resolutions have already been forgotten. Not from lack of ambition, but from lack of execution discipline. But the ITIL Continual Improvement Model gives leaders a framework that works. The difference between a New Year's resolution and a transformation is treating this year's improvements as next year's baseline; not the finish line.

Excellence is a Brand

Service management excellence doesn't start with frameworks or SLAs. It starts with how your frontline teams feel when they walk through the door every day. When you create environments that reduce emotional fatigue, service quality improves naturally.

HDI Unveils Conference Program for HDI Service & Support World

The event combines IT service management, customer support, and technical support, offering workshops, training, keynote sessions, and case studies from industry leaders across various sectors. Attendees can also explore an Expo Floor featuring solution providers and participate in pre-conference training courses to enhance professional development.