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
Yeah, ITIL definitions doesn't usually work well for average users, so I like where you're going. What about: Something I already have is broken: Software errors, laptop or tablet problems, password reset, etc.  I need something done or something new:  Access request, new equipment, software installation, etc.  ------------------------------ Gretchen O'Bleness Vendor Manager Idaho National Laboratory Idaho Falls ID ------------------------------

From : Communities>>Ask Your Network
​Good afternoon! Our Users are notified of any change that will impact their application directly, usually via newsflash (mass email communication). Larger application changes will sometimes also be noted on our intranet with rules of the road, new process steps or general details regarding the why and so forth. We have also recently begun posting some details on the newer to our environment Enterprise Social Media Network, though this method is still being formalized... Hope this helps! ------------------------------ [More]

From : Communities>>Ask Your Network
​We have a formalized Change Management process. If we have a change that is being implemented that will be significant downtime to the business we ask for corporate communication help in drafting the message and using our corporate methods of communication which can include a weekly message on the intranet called "the Beat" or sending it in email with their standard template. We also have a place on our self-service portal for customers to see scheduled (or unscheduled) downtime. If it's more localized [More]

Latest Content
Synchronize Your Team

A synchronized team consists of different behavior types or dimensions. Learn the four core dimensions that balance a team to ensure success. Take a few minutes and think about the members of your team. Can you identify your colleagues’ dimensions? What is missing? How can you fill the void? The greatest teams excel at this process and continue to grow.

Service Management Is Like Mowing Your Lawn

The people who developed service management frameworks put a great deal of thought and hard work into thinking through how services can be managed and optimized. Best practices and continuous care can help you stay on track.

Lessons in Leadership: Reflections from John Custy

John Custy was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates John to be involved in the community, what his day job is really like, and what changes he anticipates for service management.