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

For over 30 years, HDI has partnered with thousands of organizations to improve their customer service and service management performance.

Discover how we educate their people, elevate their processes, and empower their strategy through:


HDI is your Partner in Achieving Customer Excellence

We offer 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 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 »

Subscribe to the Newsletter Service and Support Pros Trust

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

The value of enterprise service management is that it enables organizations to utilize this single operating model for all providers that offer goods and services internally, so associates know what they can expect. This goes a very long way towards improving productivity, streamlining and optimizing processes, and increasing employee satisfaction both for the providers and the consumers.
In this edition of HDI’s SPOCcast podcast, Roy Atkinson interviewed Doug Tedder about Enterprise Service Management, the VeriSM™ approach, the value of training, and more.
In the world of service management, the concept of shift left as a strategy for shifting support services from higher tiers toward lower tiers and from lower-tiers toward prevention and self-service has become increasingly popular. Many support organizations have adopted self-service portals that enable their users to view and consume services and knowledge at the click of a button. But how do we know that our self-service portals are effective, and what are we to make of our ever-growing analytics?