Discover how intentional service leadership transforms IT support by designing outcomes with empathy, reducing friction, and creating scalable, human-centered processes.
Date Published January 26, 2026 - Last Updated January 26, 2026
The HDI Future Leaders Collective is a leadership program for IT service professionals under 40, designed to prepare them for senior roles through growth and connection.
Date Published January 22, 2026 - Last Updated January 23, 2026
HDI's 2026 Top 25 Thought Leaders and inaugural Hall of Fame inductees, celebrating innovation, leadership, and impact in IT service and support.
Date Published January 21, 2026 - Last Updated January 23, 2026
Agentic AI service management is replacing ticket-first ITSM/CSM with outcome-first, controlled automation. What is changing, what fails fast and the high-level playbook.
Date Published January 20, 2026 - Last Updated January 23, 2026
A handpicked, human-curated list of ITSM books and ITSM courses for 2026, focused on service experience, systems thinking and real-world practice.
Date Published January 12, 2026 - Last Updated January 23, 2026
Transform your support organization with the ITIL Continual Improvement Model. Learn how clarity, discipline, and intentional leadership drive lasting success.
Date Published January 7, 2026 - Last Updated January 23, 2026
Meet the 2026 HDI Featured Contributors, a diverse group of leaders sharing practical insights on service leadership, support operations, AI, and customer experience.
Date Published December 29, 2025 - Last Updated January 9, 2026
Silence is the costliest AI risk—because it turns uncertainty into fear. In the age of intelligent automation, trust, clarity, and human leadership decide whether service organizations thrive or fracture.
Date Published December 29, 2025 - Last Updated January 7, 2026
From AI adoption to resilient engineering, explore the trends that Matt Beran predicts will shape service management in 2026.
Date Published December 15, 2025 - Last Updated January 7, 2026
Transform your service desk by redefining heroism. Shift from knowledge hoarding to sharing, empowering teams to slay dragons together and build resilience.
Date Published November 18, 2025 - Last Updated January 7, 2026