World-class service desks thrive by blending rising stars' ambition with seasoned veterans' expertise, creating balanced teams that deliver exceptional IT support.
Date Published February 24, 2026 - Last Updated February 24, 2026
The service desk analyst role is no longer entry-level. Learn how AI is reshaping expectations and why human skills and upskilling are critical for success.
Date Published February 23, 2026 - Last Updated February 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 February 2, 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
Mission, vision, and goals (MVG) are vital for organizational success. Learn how MVG clarity impacts service desk performance, collaboration, and business strategy.
Date Published July 22, 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 Michelle Major-Goldsmith’s insights on service management, mentorship, and the future of SIAM. Learn how resilience, leadership, and evolving trends are shaping ITSM.
Date Published March 28, 2025 - Last Updated January 7, 2026
Networking, knowledge sharing, and career advancement: Explore the power of HDI Local Chapters. Four members reveal how this community has helped them grow professionally and personally. Find your chapter!
Date Published February 13, 2025 - Last Updated January 7, 2026
From upgrading your self-service portal to investing in technology onboarding and peer collaboration, discover actionable goals to enhance your support infrastructure and meet evolving customer needs.
Date Published January 21, 2025 - Last Updated January 7, 2026
Discover HDI's top 5 articles of 2024, featuring actionable insights on IT support trends, hybrid work, shift-left strategies, and more. Catch up now
Date Published December 20, 2024 - Last Updated January 7, 2025