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HDI is the leader in support, service, and guidance to the support and service management industry.

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

Service Management World
November 11-13, 2019
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 »

SupportWorld Live
(Formerly HDI Conference & Expo)
April 19-24, 2020
MGM Grand, Las Vegas, NV

Brand new name. Same great event! HDI Conference & Expo is now SupportWorld Live. Join us this year in Las Vegas! FIND OUT More »

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Latest Content

As a leader, do you have metrics that measure how well you are doing with your team? Learn about the three tools Tom Wilk used to create SLAs with his team and become a better leader.
While most internally provided support is still centered around logging service desk tickets and waiting for service, going ticketless virtually eliminates the need for a customer to log a ticket and wait for service. An organization can shift from providing a majority of support via a service desk to delivering a high percentage of support through a service portal, having people use the service desk as a channel of last resort. Going ticketless, like shift-left, seeks to put the end-user first and deliver support in the least expensive manner, through early detection and self-service.
By eliminating dead ends, and thinking of our content holistically, across silos, we can enable an enhanced user experience and ultimately provide a better quality of self-service. A better self-service experience makes your portal something your users will want to use, and should, ultimately, help you shift-left and reduce costly tickets down the line.