As 2024 comes to a close, it's the perfect time to reflect on the conversations and insights that shaped the IT support and service management landscape. To kick off the new year, we're highlighting HDI's top five articles of 2024—each offering practical advice, thoughtful analysis, and innovative strategies for IT leaders and professionals. If you missed any of these, now's your chance to catch up!
#1: Goodbye, Desktop Support Team. Hello…
By Doug Tedder
Doug Tedder's thought-provoking piece examines the evolution of desktop support teams in the face of automation, AI, and changing user expectations. He explores what's next for support teams and offers actionable strategies to stay relevant and deliver value. If you're rethinking your support structure for the future, this article is a must-read.
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#2: The State of Technical Support in 2024: Key Takeaways
By Daniel Thomas
Daniel Thomas dives into the results of HDI's annual survey, sharing key trends and challenges impacting technical support teams in 2024. This article provides a comprehensive overview of what's shaping the industry, from hiring hurdles to new technologies.
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#3: Start with Reporting, then Measure for Success
By Doug Tedder
Metrics matter but knowing where to start can be daunting. In this insightful article, Doug Tedder emphasizes the importance of reporting as the foundation for effective measurement and continuous improvement. Learn how to create meaningful reports that drive success.
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#4: What is the Role of Walk-Up Support in the Age of Hybrid Work?
By Matt Beran
Hybrid work is here to stay, but what does that mean for walk-up support? Matt Beran unpacks this question and explores how organizations can adapt their support models to meet the needs of hybrid teams. Whether you're a fan of "walk-up" or ready to move beyond it, this article offers fresh perspectives.
Note from the author:
Important to note that the term "Walk-Up Support" is not inclusive language! What's great about publishing this article is that I learned that - AND - so many more things about how other people think about "In-Person Support" which is what I'm calling this going forward.
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#5: Embracing Shift Left to Improve Service Delivery
By Ryan Ogilvie
Shifting left isn't just a buzzword—it's a proven strategy for improving efficiency and enhancing customer experiences. Ryan Ogilvie's article outlines how organizations can embrace shift-left principles to empower users, reduce costs, and drive innovation.
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These articles represent some of the best ideas and insights from the HDI community in 2024. Which one resonated most with you? Let us know your thoughts—and stay tuned for more must-read content in the year ahead!