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
​Does anyone display department announcements, birthdays, heat maps, calendar events etc...? Thank you ------------------------------ Kent Lyons Help Desk Manager Speedway LLC Enon, Ohio 45323 ------------------------------

From : Communities>>Ask Your Network
​We do use ServiceNow for Change Management. Since we implemented in 2011 it was pretty customized. Last year we rolled it out again out-of-box. I'm sure I could have my Change Manager speak with you about our usage. He is out of the office until after Labor Day though. Thanks. ------------------------------ Becky Ryan Director Enterprise Support and ServiceNow Solutions HealthPartners Bloomington MN ------------------------------

From : Communities>>Ask Your Network
I love that the " Introduce Yourself " thread keeps getting posts, even after 2.5 years. It is a great way to say a quick hello to your fellow members, introduce yourself, and make connections all over the world within IT service management and technical support. The collaboration I see between members every single day on the HDIConnect " Ask Your Network " community is exciting! Thanks for growing your networking through, and learning and growing with HDI! Thanks for introducing yourself, Kai Dunna [More]

Latest Content
The Importance of a Service Management Roadmap

Is your support organization able to provide consistent service? Is your service delivery meeting business expectations? If not, perhaps it’s time for an improvement initiative. Whether you are starting out or already utilizing service management best practices, building a service management roadmap is crucial to getting you to the next level.

The User Experience of a Pig

We all struggle with designing service portals and service catalogs. Designing interfaces that are both pleasant to use and easily navigated is a challenging task. Dani Renaud walks you through some steps to help get you started and give you some tools to help you along the way.

The Impact of New vs. Known Issues in KCS

The KCS methodology promotes a continuous improvement process known as the new vs. known analysis. When trended, it shows you if your organization is maturing in its process adoption. At the individual level, you can quickly see which individuals are following the process and which need coaching. When every member of the team is following the process, then the unknown will be minimized, tickets with known issues will be responded to consistently and efficiently, and tickets related to new issues will result in the capture of new knowledge.