Assemble and implement a framework or maturity model in your support center, from ISO and ITIL to COBIT and more. Learn about ROI, VOI, and business alignment.

The Business of Support

Develop strategies, improve your value proposition, and increase your ROI and VOI.

Frameworks and Methodologies

See what ITIL, ISO, COBIT, and other frameworks and methodologies can offer your support center.

Practices and Processes

Frontline tools and techniques for a successful support center.

HDI Certification Standards

Learn how HDI certifications help professionals and support centers stand out from the crowd.

Tag(s): business of support, customer service, framework and methodologies, leadership, metrics and measurements, toolbox, people, process, practices and processes, professional development, research, technology, workforce enablement, RESOURCES

How can you make every call count and create the ideal customer experience? By using the 5 E’s: empathy, enlightenment, education, empowerment, and entertainment.
Tag(s): customer experience, process

While “agile” is freely used, there’s not a clear definition of what “being agile” actually means, particularly in the context of technical support and service management. In this article, I will provide a high-level overview of Agile concepts, its origins, its primary frameworks, and its value....
Tag(s): ITSM, service management, process

This article presents some of the most common problems encountered by agile development groups in waterfall organizations, and some approaches that can help bridge the gap between them. Over time, these methods can help your organization become somewhat more agile, while also helping you work...
Tag(s): practices and processes, process, process-improvement


Mobile devices are the new PCs. Employees are increasingly using them as their primary work devices and, consequently, BYOD programs are becoming more deeply embedded in the workplace. Mobile support continues to challenge service desk organizations with raised...

Tag(s): process, mobile device support, mobility, technology, technical support


When it comes to technology migrations, the Boise State University customer support team has the formula down. They transitioned from Windows XP to Windows 7 a few years back, a move that helped them establish a solid framework for rollouts; they’re now using that framework to prepare for a...

Tag(s): practices and processes, process, change management, process management


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.

Mark your calendars now...

Tag(s): business of support, customer service, desktop support, knowledge management, metrics and measurements, people, performance management, practices and processes, process, professional development, social media, team building

With all of the buzz around strategic planning, it’s understandable that today’s IT manager or CIO, however shrewd he or she may be, might feel overwhelmed by the plethora of definitions on offer. This easy-to-use toolkit provides a simple, yet effective, tried-and-true approach to building and...
Tag(s): people, leadership, process, business of support, practices and processes

Most businesses claim to use their customer service organizations as key differentiators in creating competitive advantage in the marketplace, but this claim does not withstand closer analysis. The service the vast majority of these companies provide is actually the same as their competitors, so...
Tag(s): customer service, people, process, business of support, practices and processes

It all started in the spring of 2009, after coming in as the runner-up for the HDI Team Excellence Award. We knew we were delivering great service to our customers, making recommendations to be more effective, and creating a great working environment, but there was something missing. After...
Tag(s): process, practices and processes, framework and methodologies, people, customer service