The Association for Technical Support Professionals

An efficient support center is good for business. We help you better connect with customers by providing career development that leads to success. That's why HDI is the association where technical support professionals belong.

Member Discussions

From : Communities>>Ask Your Network
We are using BMC FootPrint v11 here. It was already in place when I came on board so I don't have much experience in other products. We are currently evaluating the concept of upgrading to v12 and keeping our options open for possible new products. The only thing I am not thrilled about is the reporting feature with this product. It isn't the best or I should say that it doesn't have what I am seeking. ------------------------------ Charles Drawdy Manager, HelpDesk Gallaudet University Washington [More]

From : Communities>>Ask Your Network
I would recommend looking for several mentors that can help you improve in different aspects of your life.  - I have a mentor who helps me in my career.  This person has done my current job and has moved beyond.  We meet once a quarter to discuss changes that are happening in my career.  He is aware of my career goals, and he helps me keep on track to those goals by reminding me of them when I get side tracked with temporary problems in my current job.  He is my touch-point to reality and encourages [More]

From : Communities>>Ask Your Network
Rosal, Here is one of the KB templates that we use for our articles.  We also have templates for FAQs, Known Issues, Tips & Tricks, and Process & Procedure articles.  We also have an approval process that has people review the article for technical accuracy, usability, and consistency (technical writer). We are building out a new template for internal KB articles that are a wiki style for quick knowledge sharing. KB Article Template –How To Issue Overview <[More]

Latest Content
Metric of the Month: Key Relationships for Service Desk KPIs

Jeff Rumburg is back with a monthly column on metrics. He explains the KPIs that really matter to your support center and provides actionable insight on how to leverage these KPIs to improve performance. This month, Jeff explores the cause-and-effect relationships for service desk KPIs to give us an overarching framework and roadmap for discussing KPIs in the future.

#HDIchat Recap: Metrics - What Will You Stop Tracking This Year?

Metrics help us staff at the correct levels, show that we’ve improved (or not), and help keep us on track…when they are used properly.

Difficult Performance Conversations: The 5 Ws for Success

You want a great team. You deserve a great team. But there’s that one person holding everyone back. You’ve coached them and talked to them about the things they need to do to meet expectations and still no results. It’s time for that more difficult conversation—but how?