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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:

Research

INFLUENTIAL RESEARCH.

Support


SUPPORT CENTER SERVICES.
 Networking


A NEW LEVEL OF NETWORKING.
 Discount


SIGNIFICANT INDUSTRY DISCOUNTS.

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 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

Follow one person’s journey as he combined his customer service experience with software and technical support skills to thrive in a new career.
The support ticket is the lifeblood of any service desk. Tickets are how we document work, report on metrics and KPIs, and communicate with our customers. But in elevating tickets to that place high on a pedestal, we forget what the ticket really represents—our customers. For every service desk ticket we receive, there is a story that represents the customer journey. The customer journey is important because their story can help us to not only empathize with our users, but to also work toward providing better service.
Each year, HDI honors the very best in the technical support and service management profession, recognizing the individuals, teams, and organizations that have achieved and maintain the highest standards of quality and customer satisfaction. The Service Management Awards honor service improvement, knowledge management, and change management initiatives that enhance the business.