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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 »

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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

Most IT departments can tell you how much they spend on support. But very few can quantify the economic impact of support. For this installment of Metric of the Month, Jeff Rumburg defines how value is created in IT service and support.
Learn how Infinite Campus's support team set aside the traditional hierarchical org chart and embraced self-management and autonomous leadership. There are no job titles, and the entire team is involved in recruiting, onboarding, peer evaluations, rewards and recognition, workflows, processes, and problem solving. In the past four years of self-management, customer satisfaction and employee satisfaction have increased. Discover how you can bring self-managed teams to your organization.
We've been getting strategy wrong. We exhaust ourselves generating detailed plans and architectures that few people read and are out of date within months. And often, the people affected most by the strategy don't even get a say in what's in it. Agile approaches need a more dynamic and relevant approach to strategy. David Cannon presents 5 changes you need to make to make your strategy more effective.