2025 Schedule
Session 201: The State of Service Management in 2026: Insights from HDI's Survey
Daniel Thomas (Principal Analyst, Enterprise IT, Informa Tech Target)
Date: Wednesday, November 19
Time: 11:30 am - 12:30 pm
Pass Type: Core Pass, Premier Pass, Premium Learning Pass - Get your pass now!
Track: Modernizing Service Management, Optimizing Culture and Leadership
Session Type: Session
Vault Recording: TBD
Audience Level: All
Join us as we highlight key findings from HDI's annual survey of service management professionals. We'll examine the latest data on a range of issues affecting modern support teams, from hiring and retention of skilled specialists, salary and compensation trends, and perceptions of culture, metrics, strategy, and technologies like AI and analytics. The session will provide a forecast of what priorities and trends we expect will shape the service management world in the year ahead.
Takeaway
- Survey data points revealing what matters most to the service management community
- Trend analysis and predictions for where the industry is heading
- New insights on CX/EX, the impact of AI, and workforce management