Discover how DevOps principles like collaboration, automation, and feedback can transform traditional IT organizations for smoother workflows and resilient systems.
Date Published July 21, 2025 - Last Updated January 7, 2026
Confidence, not arrogance, defines the best support agents. Discover how self-assured troubleshooting builds trust, handles challenges, and resolves issues effectively.
Date Published July 15, 2025 - Last Updated January 7, 2026
Discover two powerful ways technology professionals can combat burnout and refill their cup: build meaningful connections and reflect on their journey.
Date Published July 14, 2025 - Last Updated January 7, 2026
Discover how agentic AI and the Knowledge-Centered Service (KCS) framework can work together to transform IT support. Learn how to establish a source of truth, scale validated solutions, and integrate AI responsibly to enhance processes, empower teams, and deliver value.
Date Published July 8, 2025 - Last Updated January 7, 2026
Discover HDI’s Rising Stars program, celebrating early-career professionals shaping the future of IT service and support. Nominate a Rising Star today!
Date Published July 7, 2025 - Last Updated January 7, 2026
Discover five key insights from HDI's "State of Tech Support in 2025" report. From AI integration to economic challenges, learn how tech support organizations are navigating disruptions, improving service quality, and prioritizing employee morale.
Date Published July 2, 2025 - Last Updated January 7, 2026
MythBusters: We Created Shadow IT. Not out of malice—but out of inflexibility. By making it hard to get what teams need, we forced workarounds. Shadow IT is not a rebellion; it is a signal. It is time to fix the systems that broke trust, and lead with clarity, ownership, and human connection.
Date Published July 1, 2025 - Last Updated January 7, 2026
Recurring IT issues? These six root cause analysis techniques can help your Service Desk take the lead in preventing outages and improving uptime.
Date Published June 25, 2025 - Last Updated January 7, 2026
AI isn’t going away — but neither are the humans behind it. Susan Smith shares her journey from “other duties as assigned” to human-in-the-loop leadership.
Date Published June 24, 2025 - Last Updated January 7, 2026
Building great IT leaders takes more than luck — it takes intention. This post breaks down key talent strategies to develop and retain your future tech leaders.
Date Published June 18, 2025 - Last Updated January 7, 2026