HDI | Technical Service and Support
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HDI 2013 - A Digital Experience


Tuesday, May 21
8:00 a.m. EDT
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Power Tour 2013

The Power of Quality

Attend a one-day workshop hosted by HDI and facilitated by Malcolm Fry.
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Connect & Inspire

Connect with your peers

Experience the power of connecting with HDI members and peers in your local community.
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What's Happening

Power of Quality

Coast-to-Coast Tour

Join HDI and Malcolm Fry for a one-day workshop on the Power of Quality.
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Customer Satisfaction Index Service

Secure, online survey tool

Survey your customers and compare results against industry benchmarks. Try it free for three months!
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HDI Team Certified Award

Recognize your team with HDI's newest award

Learn how to qualify and submit your application.
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Crucial knowledge and great training for all levels of professionals.

HDI Support Center Analyst
HDI Support Center Manager

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Winners are chosen each Wednesday, so make sure to come back each week to enter again.
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Take advantage of industry-leading courses from anywhere on the globe.

HDI Desktop Support Technician
HDI Support Center Team Lead

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Course Calendar

Check out upcoming courses, dates, and locations.

 
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Blended Learning

Remotely mix self-paced learning with the guidance of an expert for the best of both worlds.

 
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Public Training

See which live, instructor-led certification and training courses are coming soon.
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Meet Our Members

HDI Members

The best and brightest

Join up with HDI and see all of the benefits that membership provides, including research, collaboration, networking, industry resources, and more.
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Connect & Inspire Tour

Local connection to your peers

Attend a free event to learn more about what HDI and your local HDI network can do for you.
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Forums

Meet your peers

Interact with colleagues, work together on problem solving, and share best practices.
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Advisory Boards

Leading the industry

Independent, non-partisan representative bodies from all across the industry, HDI Advisory Boards help steer the industry toward the future.
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Research

Practices & Salary Reports

What are other support centers doing? What does compensation look like across the industry? Get the report or become a member to find out!
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Current White Paper

Hot off the presses

Multichannel Support by Roy Atkinson

Understand how and why to move into a broader multichannel environment.
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The Truth About ITIL and SaaS

A White Paper by Malcolm Fry

This article dispels some of the misconceptions about ITIL and SaaS.
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Research Corner

Desktop Virtualization

Learn about current industry success. Take the poll, get the results.
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Connections

SupportWorld

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Receive a free digital one-year subscription. No purchase necessary.
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HDI Buyer’s Guide

Complete list of solution vendors

Evaluate, research, and request info from solution providers.
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Career Resources

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Certification

Individual Certification

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Spruce up your knowledge and qualifications, learn best practices and innovative solutions, and more.
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HDI Certified Instructor

HDI Certified Instructors are the best in the business. See how you can become endorsed to help others by the industry-leading certification body.
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HDI Support Center Certification

Recognition and respect

Proof of your support center's commitment to excellence.
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Certification Partners

Partnership with HDI

Look for a partner that you can trust to give you the best.
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HDI Support Center Assessments

Guidance

Learn where you excel and where you can improve.
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Online Training

Take advantage of industry-leading courses from anywhere on the globe.

HDI Desktop Support Technician
HDI Support Center Team Lead

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Calendar

Training

Find classes near you!

HDI Support Center Analyst

Los Angeles, CA Jan 23-24
Dallas, TX Jan 23-24

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Events

Network and collaborate

From webinars and trainings to forum meetings and conferences, there's a meeting perfect for you and everyone in your support center.
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Forums

Meet your peers

Attend events and meetings that allow you to interact with your colleagues, work together on problem solving, and share best practices.
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Benchmarks for IT Support

This solution center provides industry metrics, benchmarks, and other resources to set your organization on the path to world-class performance!

Best Practices in ITSM

This solution center examines best practices in ITSM, including the role of ITIL, help desk performance metrics, social channels, and related strategies that enhance IT staff productivity.

Career Center

The Career Center provides resources to help you chart a course for success, from ongoing career management to résumé updates and interviewing skills.

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
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Roy Atkinson
Executive Connections at HDI 2013: Continuing...
Co-author for this post: Joh Stoessel It started... read more
Roy Atkinson
Getting Escalated Issues Addressed
I hear it again and again: “We escalate a ticket to Level X and then it goes into a black hole or gets... read more
adamkrob
The Myth of Proactive Problem Management - Part 3
When we left Alice in the last blog post, she was trying to use the same categories she used in the human... read more
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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.

view all upcoming webinars
May 21, 2013

HDI 2013 – A Digital Experience is an award-winning free event that you help create! Earn your license to learn at this engaging event featuring top-rated sessions and speakers from the HDI 2013 Conference & Expo in Las Vegas.

with John Custy
Jun 18, 2013

Learn how to apply Full Cost to your organization. This proven methodology, developed by Dean Meyer, allows service providers to understand their costs and capabilities and translate that knowledge into meaningful business terms that the...