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HDI Support Center Standard 2014

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Brace Yourselves, Because the Internet of Things Is Coming

The Internet of Things is the future, and it will be here sooner than you think.

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Shadow IT: The Opportunity Behind the Problem

Shadow IT is information technology that hasn’t got an IT department’s stamp of approval, and it’s a major concern for IT departments.

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Opportunities for Healthcare Support Centers to Prove Their Value

How are healthcare support teams taking advantage of opportunities to prove their value to the business?

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Service Management: Not Just for IT Anymore

HDI infographics illustrate results from HDI research on topics of interest to the technical support community

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HDI Support Center Standard 2014

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HDI Desktop Support Technician
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HDI Support Center Analyst

Montreal, QC Jun 9-10
Atlanta, GA Jun 9-10

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More Service, Less Management

Whether you prefer SaaS or on-premises technology, these resources from CA Technologies will give you the information you need to improve your service management maturity at your own pace.

Effective Service Catalogs

How do you create a service catalog your customers will use—and, dare we say, love? Use these great resources from Cherwell Software to jump-start your service catalog project.

HDI, a UBM Tech company, is the leading professional association and certification body for the technical service and support industry.

Serving a community of more than 120,000 technical service and support professionals, HDI hosts acclaimed conferences and events, produces renowned publications and research, connects solution providers with practitioners, and certifies and trains thousands of professionals each year.


Meet the Execs Media & Event Opportunities

Press Room

Community Leaders
epcs00
HDI: Get Involved - Do It!
Almost two-and-a-half years ago, I received an email from HDI wondering if I would be interested in... read more
Roy Atkinson
Your Customers Don't Really Like You That Much
We publish many, many stats each year in the HDI SupportCenter Practices & Salary Report, and one of... read more
Blaine Scott
I Love a Buffet
During the time I’ve worked in the support industry, I’ve had the opportunity to travel to many places... read more

HDI Support Center Analyst

This course focuses on strategies for effective customer service, emphasizing problem-solving and troubleshooting skills, call handling procedures, incident management, communication skills, and an introduction to ITIL processes. It will also prepare students for the HDI Support Center Analyst certification exam.


HDI Support Center Manager

Designed for both new and experienced support center managers, this course helps support center managers satisfy operational demands and build a support center that aligns with the organization, adds value to the business, and delivers on its commitments. It will also prepare students for the HDI Support Center Manager certification exam.

with Phyllis Drucker
Jun 16, 2015

Shadow IT is having an obvious impact on technical support teams. Attend this webinar to learn more about what it is and how you can strike a balance between reaping the benefits and avoiding the risk.


with Ken Gonzalez
Jul 21, 2015

Support automation can decrease inaccuracy in areas such as ticket categorization and assignment, and it can streamline processes and reduce human error. In this webinar, Ken Gonzalez, managing partner of Engaged Consulting, Inc., will explore...