SAN FRANCISCO--(BUSINESS WIRE)--HDI, the leading organization dedicated to elevating service and support across the enterprise, today unveils “The State of Service Management in 2024” report. The report is focused on artificial intelligence (AI), enterprise service management and the pursuit of CX excellence.
Key highlights:
- Fifty-nine percent of respondents say the driving force behind ITSM projects is improving the customer experience (CX) and it is the top priority when it comes to leveraging AI, expanding ITSM into other departments, and upgrading IT infrastructure.
- Fifty-eight percent of respondents have a dedicated service management office (SMO) guiding deployment of ITSM practices and IT services.
- Fifty-two percent of respondents consider their organizations to be advanced ITSM practitioners, while 41% still feel they’re in the early stages.
- Fifty-two percent of respondents say service management practices are now being applied in non-IT business units, most frequently in customer service, HR and business operations.
- AI momentum remains strong, and the most common applications include auto-summarization of customer interactions, security and compliance and real-time analysis of customer interactions and service management staff performance.
To learn more about HDI’s “State of Service Management in 2024” report, click here.
“Our annual report focuses on the state of service management and provides service management and technical support leaders with the essential insights and knowledge needed to make data-based decisions,” said Tara Gibb, Senior Director, HDI. “This year, respondents noted that to thrive as a service management professional, customer service, outstanding communication and adept problem-solving are the most important skills.”
Gibb added, “The industry’s rapid change and influx of new tools has raised demand for skill sets and hands-on experience that many job applicants lack. HDI offers service management and support professionals the professional development opportunities that help them improve the services and support provided by their organizations. Our training courses also advance their careers.”
HDI Course Calendar 2025
HDI today announces the 2025 course calendar. The curriculum has been created to educate support center and service management professionals looking to advance their knowledge, skills and career.
HDI offers highly interactive courses – many of which include certification:
- Artificial Intelligence in the Support Organization*
- Change Management Principles
- Experience Essentials
- Experience Foundation
- Experience Practitioner*
- Foundations in Service and Support Metrics
- HDI Desktop Advanced Support Technician*
- HDI Desktop Support Manager*
- HDI Customer Service Representative*
- HDI Support Center Analyst*
- HDI Support Center Director*
- HDI Support Center Manager*
- HDI Support Center Team Lead*
- Incident Management Principles
- ITIL® 4 Foundation*
- KCS Foundation*
- KCS Principles*
- Problem Management Principles
- Service Level Management Principles
- Troubleshooting and Problem-Solving Bootcamp
*Certification Course.
Courses are available via on-demand and live virtual instruction – as well as live instruction at HDI events. Customized and private group training is also available.
View the HDI course calendar here.
AI in the Support Center Course Now Supports Certification
HDI has added certification to its highly rated AI in the Support Center course. The certification has been designed to transform an organization’s customer experience at all levels by improving a team’s knowledge surrounding AI and automation. In the course, attendees will learn the core concepts of AI and automation; how to align AI with your customer experience strategy and service level commitments; how to build a case for funding; how to design the right architecture; and how to deliver measurable results that transform your organization. Attendees will leave the course with a refreshed sense of what the support center of tomorrow will look like, including best practices, real examples and a structured plan for moving business strategies forward. Learn more about AI in the Support Center here.
HDI Top 25 Thought Leaders List
Each year, HDI asks the service management and IT support community to nominate their choices for HDI’s Top 25 Thought Leaders list. The deadline for submissions is December 18. Click here to make a submission.
2025 Events
Support World Live takes place May 18-23, 2025 in Las Vegas. Sign up for more information here. Service Management World takes place November 16-20, 2025 in Orlando, FL. Sign up for more information here.
For additional information, contact Todd Piccuillo at Todd.Piccuillo@informa.com.
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About HDI
For more than thirty-five years, HDI has partnered with thousands of professionals and their organizations to improve their performance by helping them to: drive change, harness knowledge, transform teams, make connections, and turn challenges into opportunities. HDI empowers the technical support and service management community to advance their strategy, operations and teams through optimized service delivery. From the employee to the enterprise, HDI transforms service and support through its comprehensive lineup of training and certification courses, industry-leading annual conferences, results-driven consulting services, community-based networking opportunities, and insightful research and informational resources. What does HDI stand for? HDI stands for smarter service resulting in better business outcomes. Learn more at https://www.thinkhdi.com. HDI is brought to you by Informa Connect.
