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
I'm studying for the HDI IT Support Center Team Lead exam. I have taken the practice test a few times. It lets me know what I missed, but doesn't tell me the correct answer. How can I easily find what the correct answer is to the practice test questions.  It seems cumbersome to have to listen to the training again to find it.  Any tips? ------------------------------ Barbara Robinson IT Analyst Virginia Commonwealth University Richmond VA ------------------------------

From : Communities>>Ask Your Network
We usually use 3 year life cycle for all desktops and laptops, Dell and Apple. While in the classroom side of things, Dell's warranty went to 4 years, and are on a 4 year cycle for classroom PCs. IMO the Apple products can go longer, but we still cycle them out because we may not have the funds the next time for that item. ------------------------------ Clayton Errington IT Support Technician III Texas Tech University Lubbock TX ------------------------------

From : Communities>>Ask Your Network
Do you bill back the cost of the Mac or PC to the department, or is it an IT cost? Currently the Mac is about a $1000 more than what we get our PC's by the time you get a 3 year warranty, a Windows license with Parallels or a remoteapp license so they can run apps that don't run on Mac OS. ------------------------------ Marshall Krebs Manager IT Service Desk Nu Skin International Provo UT ------------------------------

Latest Content
Lessons in Leadership: Reflections from Karen Ferris

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

IT Is All About Communication

It should not take a crisis to generate a meeting between support center and desktop support managers. Regularly scheduled meetings to discuss escalation processes and other shared concerns could go a long way to keep the relationship between the two groups on track.

FAQs: Metrics, Measures, and KPIs

Your service management program will not be successful without collecting the right metrics, measures, and KPIs. Learn the difference between a metric and measure, understand why it’s important to define metrics, and know the difference between and KPI and a metric.