Janice Smith, HDI's 2026 Best Service & Support Manager, exemplifies leadership by empowering teams, driving innovation, and building a foundation for future success.
Date Published June 9, 2026 - Last Updated June 9, 2026
Explore practical steps to leverage AI and automation in your service desk, from building workflows to ensuring security and driving efficiency.
Date Published June 8, 2026 - Last Updated June 8, 2026
Nathan Lantaigne-Goetsch, IT Support Analyst II at Great River Energy, earned HDI's 2026 Best Technician honor for his exceptional service and leadership.
Date Published June 3, 2026 - Last Updated June 3, 2026
Technology evolves, but service management thrives when people use tools like AI to care for others, share knowledge, and solve problems at scale.
Date Published June 1, 2026 - Last Updated June 1, 2026
Cheryl Buzicky, a trusted expert at Infinite Campus, wins the 2026 HDI Best Service & Support Analyst award for her technical skill, empathy, and mentorship.
Date Published May 27, 2026 - Last Updated May 27, 2026
The ticketless service desk is transforming IT support by prioritizing employee experience, outcomes, and happiness over outdated ticket-based metrics.
Date Published May 18, 2026 - Last Updated May 18, 2026
Discover why employee retention isn't about enforcing longevity but fostering growth, trust, and career progression to build a sustainable workforce.
Date Published May 5, 2026 - Last Updated May 5, 2026
Learn how to optimize service desk operations by focusing on outcome metrics like MTTR, FCR, CSAT, and backlog aging to drive meaningful improvements.
Date Published May 1, 2026 - Last Updated May 1, 2026
Explore how subtle, consistent changes in mindset and actions can shape your leadership, relationships, and success, creating meaningful impact over time.
Date Published April 28, 2026 - Last Updated April 28, 2026
Here's how IT service desks can adopt AI sustainably. Learn a practical lifecycle for embedding intelligence, strengthening knowledge, and enabling governed automation.
Date Published April 27, 2026 - Last Updated April 27, 2026