HDI Solution Centers

Get in-depth information on the topics that interest you!

HDI is pleased to work with leaders in the technical service and support industry to bring you these renowned resources!

Whether you are faced with a specific business need or challenge, or just want to learn more about new solutions, these resources will provide you with industry white papers, webinars, case studies, research, and other resources on specific and related topics.

Click below for more information on the topics that catch your eye.

If you are interested in providing content for your own solution center, please contact John Knudsen.

Current Solution Centers include:

Benchmarks for IT Support

Benchmarking is a well-established tool for measuring, managing, and improving performance. Effective benchmarking enables you to quantify the performance of your organization, compare it to others in your industry, identify performance gaps, and develop action plans to improve and optimize performance. In this solution center, MetricNet 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, sponsored by BMC, examines best practices in IT service management, including the role of ITIL, help desk performance metrics, social channels, and related strategies that enhance IT staff productivity. Learn to effectively leverage SaaS solutions, because the broad and increasing acceptance of SaaS indicates that the approach is here to stay.

 

Career Center

From ongoing career management to keeping your resume current, brushing up on your interviewing skills, and navigating the current job marketing, career development can be a daunting task. The Career Center, sponsored by Robert Half Technology, provides resources to help you chart a course for success. 

Enhancing Customer Support

This solution center, sponsored by LogMeIn, shares resources that explore why and how many service and support organizations are evolving to a customer experience, customer satisfaction–focused model. The “consumerization” of IT, bring your own device (BYOD), social media, and other market dynamics are catalysts for this change and cannot be ignored. Visit this solution center to read more, including real-world examples of best-in-class support desks who are doing this today.

 

Help Desk Strategies for Success

In response to business pressures to increase service quality while reducing cost, many IT organizations are searching for tools to help move from reactive to proactive. Through this solution center sponsored by FrontRange, master the delicate balance between day-to-day operations and overarching strategy by providing optimal IT service desk support with the right tools.

 

Ideal Training and Certification

As technology evolves, technical support professionals are required to master a broad set of skills in order to provide high-quality service. While these professionals are expected to be knowledgeable, they also need to begin their careers with a solid foundation. CompTIA and HDI provide the ideal training and certification to build this foundation.

 

ITSM Solutions That Just Work

Today users expect the IT services they use at work to be as good as the services consumers choose to use at home: intuitive, social, and available everywhere. Simply put, your users demand IT that just simply works. Born in the cloud, ServiceNow IT Service Management help the best IT thinkers to transform from the legacy status quo to a new level of world-class IT service.

 

Process-Based ITSM

A dramatic new approach to ITSM. There’s a new, process-driven approach to IT service management—one that allows IT and business to work together and that can help you address the flexibility, visibility, and usability challenges inherent in traditional ITSM solutions. Learn more in this Serena Software solution center.

 

Securely Manage Access

The trends around cloud, virtualization, and a progressively more hostile threat landscape demand an understanding of who has access to what as these mixed environments present increasing security challenges. This Solution Center, sponsored by Courion, examines these challenges and offers a variety of approaches to securely managing user access.