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HDI Service & Support World
May 3-7, 2026
Caesars PalaceLas Vegas, NV
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2026 Schedule

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Session 103: From Good to Great: Where Strong IT Foundations Meet Modern Tools and Experience-Driven Support

Susan Smith  (Program Manager and vCIO, GTS Technology Solutions)
Location: Octavius 7/8
Date: Wednesday, May 6
Time: 9:45 am - 10:45 am
Pass Type: Core Pass, Premier Pass, Premium Learning Pass - Get your pass now!
Track: Leading World Class Service & Support Teams, Achieving IT Service & Management Excellence
Session Type: Session
Vault Recording: TBD
Audience Level: All

Most IT Support organizations are good. Tickets are resolved and SLAs are met. In this session, we will explore what it means to go from Good to Great! IT Support has evolved to the point that "Great" is no longer optional. High Performing Teams and Technicians are expected but that can get frustrating and cause friction. Learn practical methods and modern insights that will take your teams from Good to Great! A positive Employee Experience is paramount to an SLA-exceeding Customer Experience. Using a combination of people, process, technology and data, we will learn how to identify and solve friction-points. We will demonstrate a playbook for engaging technicians, leaders and stakeholders so that the journey from Good to Great is beneficial to all. Great-as-a-service is the expectation. It creates fewer fire drills for customers, and reduces burnout for employees.

Takeaway

Modern toolsets utilizing AI creates real Shift-Left, Tier 0 opportunities.
The ITSM Maturity Model is tried and true, no matter which tools or ideas we use.
Dex-as-a-service featuring mature datasets create modern monitoring opportunities, so user impact is decreased.