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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:

Research

INFLUENTIAL RESEARCH.

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SUPPORT CENTER SERVICES.
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A NEW LEVEL OF NETWORKING.
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SIGNIFICANT INDUSTRY DISCOUNTS.

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

Staff turnover on service desks is notoriously high industry-wide. Faced with a 40% turnover on the service desk, this manager tried a different approach to interviewing analyst and technician candidates, with great success.
The transformative learning process can be slow or immediate, and it doesn’t have to be huge learning experiences. Any learning that moves a learner from one state (i.e., didn’t know how to resolve an incident) to another state (i.e., knows how to resolve the incident) is transformative. As service and support leaders, it’s our job to enable and foster the environment, create the process, and engage our teams throughout the learning experience.
As the complexity grows for the services we support, we struggle to grasp all the points of failure and to understand the business impact of all of these services. To adapt, we need to put our assumptions aside and ask the hard questions that take service delivery from simply adequate to exceptional.