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
Hello all! My name is Jeremy York and I am an Support Services Team Lead/Applications Developer for our service management tool. I work for a construction/general contractor company called Turner Construction here in Dallas, TX. We are based out of New York but have offices all over the country/globe.  I am a team lead on a small service desk consisting of about 5 technicians supporting about 6000-7000 internal customers and external partners. Previously I worked as a contractor at Texas Instruments [More]

From : Communities>>Ask Your Network
Welcome to HDI Ron. Having recently visited WDW I instantly knew where you were when you mentioned Reedy Creek Improvement District. Look forward to chatting with you and hope to see you at the annual conference in April since it is on your turf :-) ------------------------------ Thomas Wilk IT Manager Carnegie Mellon University Pittsburgh PA ------------------------------

From : Communities>>Ask Your Network
​Was curious if anyone has come across any telephony system which include chat capability, has workforce management tool integrated in, and has potential for CTI integration?   I manage a Service Desk with over 200 agents, have chat and voice.   A challenge to run teams separately from a workforce efficiency perspective. ------------------------------ Marian Lawson Sr. Technology Mgr Senior Vice President Bank of America jacksonville FL ------------------------------

Latest Content
Use Journey Mapping for ITSM Processes

Process documentation and adoption is often performed in a painstakingly difficult and time-consuming manner, yielding complex processes that few understand and many fail to adopt. The answer to this dilemma is to simplify the methods used to develop and document a process, making it fast to define and easy to adopt. Journey mapping is a technique that can help.

5 Tips for Support Center Directors

It’s easy to lose focus with the increasing demands on the support infrastructure. Focusing on key areas such as running support like a business, building strategic relationships, establishing clear strategy, and ensuring consistency and quality will not only improve employee morale and create a positive image, but help to maintain momentum needed to fulfill your support center’s vision.

Enterprise Service Management Good Practice

While enterprise service management—the use of IT service management (ITSM) principles, best practice, and technology outside of IT—has been around for well over a decade, its time is very much now. Stephen Mann navigates the scope of enterprise service management and the role it plays in this world of digital transformation.