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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

The ability to improve is a critical capability for the modern IT organization. In the modern organization, continual improvement is a normal way of working. The right attitudes, behavior, and culture, combined with a methodical approach, make getting good at getting better a core competency and key differentiator for your organization.
Over the next 10 years, companies world-wide in all industries will see changes driven by the intersection between technology and the human experience. The future of work is digital, but don’t confuse that with tools of the past. Quickly advancing technologies will shift all areas, processes, roles, and functions of organizations in ways we are only beginning to understand. The great challenge will be if leadership from the C-suite through to the director level will be able to shift with it.
As a leader, you have direct impact on the livelihood of your team members, and that it is a responsibility not to be taken lightly. As a leader, you have direct impact on your staff and their career journey. You should develop a program to ensure your staff is set up for success and lay the foundation of career objectives and programs to guide staff during their career journey in service and support.