From ways to improve your leadership and customer interaction to a library of research and white papers, HDI helps you become the expert your support center needs.


Check out the latest issue of SupportWorld, HDI’s professional magazine for the service management and technical support industry, or view the archive of previous issues. Leading the field with innovative articles, exclusive research, and strategies for all segments of the industry, regular content is posted each week and a special must-read edition is released every other month.

Industry Reports

The HDI Practices & Salary Reports provide crucial insight into the day-to-day operations and compensatory practices of support centers around the world. From commonly tracked performance metrics to statistics on bonuses and pay, the HDI Practices & Salary Reports for both desktop support and support centers povide keen insights and real-world information from all over the industry.

Research Briefs

Participate in the latest survey conducted by HDI. From the prominence of mobile devices in support centers to call-handling practices to increasing employee satisfaction, the survey data provided by service management and technical support professionals informs the monthly reports provided by HDI. Visit the report archives to see where the industry’s been and take the survey to tell us where it’s going.

White Papers

White papers are a standard format for delivering insights, analysis, and thought leadership on industry-specific issues, problems, and trends. In HDI's white paper library, you'll find white papers from HDI and sponsors that address people, process, and technology in the technical service and support industry. Learn about new frameworks and maturity models, the metrics you should be tracking, strategies for improving the customer experience, and much more.