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2021 Events Calendar Released!

It's been a year of constant change, and we're looking forward to bringing the service and support community together at our 2021 events to share challenges, celebrate successes, and pave the way forward together. Mark your calendars and join us!

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Following the Leaders: A Panel Discussion on Making Enterprise Service Management Work

Now Available On-Demand

According to recent insights from Omdia, there is “serious strategic intent from organizations to invest in … enterprise service management (ESM), demonstrating that the practice is no longer just an aspiration for many organizations and is becoming a reality.” So, what does successful ESM look like?

Watch Now

Give Your Service and Support Operations a Virtual Check-Up

Through a series of questionnaires and web conferences, HDI’s virtual HealthCheck consulting service analyzes key foundational areas of your operations compared to best practices, then provides custom, expert recommendations based on your organizational goals.

Learn more and schedule your consultation

HDI Stands for a Diverse and Inclusive Community

HDI embraces and supports a diverse and inclusive community of service and support professionals. In today’s climate, it is one thing for us to stand and support these intentions; it's another for us to take action around them. We invite you to see what we’re doing and provide feedback as we move forward.

See Our Action Plan

Can't Connect In Person? Connect Online!

Join the HDI Community

The online destination ideal for IT support and service management professionals looking to expand their knowledge, advance their careers, and find a community that treats you like family.

Connect, learn, and succeed by joining the free HDI Community today.

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Serving and Supporting the HDI Community During This Difficult Time

These are certainly extraordinary times begging extraordinary measures.

Many of you are on the front lines of this crisis - enabling a transformative work-from-home effort while keeping systems online remotely, service levels stable, and teams sane. We know it's not easy, As the leader in support, service and guidance to the technical support and service management industry, we're here to help.

Learn More About What We're Doing

HDI is your Partner in Achieving Customer Excellence

We deliver value through Events, Certification and Training, Consulting, Industry News, Research and Resources.

Connect with the entire spectrum of technical service and support.

HDI events unite thousands of service and support professionals and leaders each year for premier education, networking, and collaboration.

Service Management World: A Digital Experience
July 21-22, 2021

Designed to meet the unique needs of service management and technical support leaders, Service Management World will explore the strategic and tactical elements of the optimal service management strategy. Learn More »

SupportWorld Live
November 6-11, 2021 | Orlando, FL

Covering the entire service and support industry and its people (from frontline analysts to CIOs), SupportWorld Live gives you several days in a welcoming community to solely focus on delivering smarter service and better business outcomes. Learn More »

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Leading the technical support field with innovative content from experts around the globe, exclusive research, and strategies for all segments of the industry, HDI's SupportWorld helps you become the expert your support center needs.

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Latest Content

Leading the technical support field with tips and insights from experts around the globe.

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How a Process Control Chart Can Aid Your IT Improvement Endeavors

April 20, 2021

One of the easiest tools to assist in continuous process improvement is the process...

Customer Journey Mapping Can Give Important Insight into Your Clients’ Experiences

April 19, 2021

Do you know your clients’ pain points? Have you walked a mile in their shoes? An...

Focusing on Value with ITIL 4: What Does Value Ultimately Mean?

April 14, 2021

Too often, organizations simply look at the bottom line as the end goal, but those...

Use the Right Tools and Have the Right Discussions To Ensure Your Process Works

April 14, 2021

Every change initiative may die a silent death unless it is clearly documented and the...

Trade Shift Bidding for Flexible Scheduling

April 14, 2021

The pandemic has called into question traditional thinking on workforce management....