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From the employee to the enterprise, HDI is the leader in support, service, and guidance to the technical 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 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 »

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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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

Help us identify those people who are shaping the future of technical support and service management.
Self-service portals are quickly becoming the fastest way to transform the way we deliver IT services to our users and expedite our shift-left strategies. But how do you get started, and how can you make your portal something that customers actually want to use?
A carefully designed categorization scheme will simplify how incidents are entered into the system, reduce errors in miscategorization, and assign ownership. But there is no one right way to create a categorization scheme. There’s no template. Every organization is different. The products and services are different. The service levels are different. The customers are different, and the required information to track is different. Even the reports differ. There is no master categorization to use because it is up to your organization to define what works for your environment.