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Fueling Innovation: Augmenting A New Era of IT Service Management

Available On Demand

Our customers changed where and how they work. Their needs and expectations have transformed along with their environment, and our service strategy must keep pace as the modern workplace evolves. Watch the webinar on demand and examine what's new and what's next for IT service and support.
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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.
Learn more and schedule your consultation

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

Can't Connect In Person? Connect Online!

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.

Learn More About What We're Doing

HDI is your Partner in Achieving Customer Excellence

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

Connect 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 6-10, 2021
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. Learn More »

SupportWorld Live A Digital Experience Event logo

SupportWorld Live
July 11-16, 2021 | Las Vegas, NV

Covering the entire service and support industry and its people (from frontline analysts to CIOs), SupportWorld Live gives you several days in a welcoming community to solely focus on delivering smarter service and better business outcomes. Learn 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.



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Latest Content

Leading the technical support field with tips and insights from experts around the globe.

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Creating Company Culture Through Knowledge-Centered Support

November 23, 2020

Knowledge-centered support is important, but it will only succeed within a company...

Outcome and Experience Metrics (OXMs) - Beyond the Watermelon

November 17, 2020

Metrics must reflect the increasing complexity of interconnected systems and services....

How IT Proved Its Worth in 2020

November 17, 2020

In the face of the COVID-19 crisis, IT showed incredible innovation and resolve, and...

Don’t Sleep on Customer Experience in Service and Support

November 16, 2020

Too often, the service and support industry has a take-it-or-leave-it attitude, and...

Watertight, not Watermelon, SLAs

November 11, 2020

Service level agreements are often driven and defined entirely by IT people without...