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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.
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SupportWorld Live is going digital! Featuring quality content, meaningful connections and just plain fun, while fully leveraging the advantages only a digital platform can offer events. Prices increase after July 17, so register now!
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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

ITSM and the Value of Knowledge-Centered Service for the Enterprise

Tuesday, July 21 | 1 PM ET

Join this exciting panel discussion that will be packed with invaluable takeaways for every phase of your knowledge management journey.
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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.

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HDI is your Partner in Achieving Customer Excellence

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

Connect in person 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
November 15-19, 2020
Omni Orlando Resort at Champions Gate

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. Find Out More »

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SupportWorld Live: A Digital Experience
August 4-6 | Pre-Event Virtual Training
August 11-12 | Digital Experience Event

SupportWorld Live is going digital! Featuring the quality content, meaningful connections and just plain fun you’ve always associated with HDI’s live events, while fully leveraging the advantages only a digital platform can offer events. Learn More & Register »

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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.

Latest Content

While repeating patterns of incidents may be a good indicator of a problem, it should not be the only indicator. The first step toward an effective approach to problem management is to define the criteria of a problem for your organization and gain agreement on this definition from both IT and business leadership.
Ticket backlog is an IT support metric that can be measured at any level of support and tells you a lot about how effectively each level of support is managing their ticket workload. Jeff Rumburg explains why it’s important, illustrates how to measure this metric, and suggests some performance targets.
If your team spends their day fixing problems for a living, a great team culture can make all the difference. But what about the culture of our industry as a whole? How do we treat our talent, relate to our customers, and leverage new technology to evolve? It is up to us whether IT provides the competitive advantage that helps our companies survive.