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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.

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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

Many organizations treat the service desk very much like a collection of bots; they are given a set of limited tasks to do, and that’s all they get to do. Good service desks are capable of so much more—if they’ve been properly enabled. But that doesn’t mean that there isn’t a place for a bot at the service desk.
Learning to be self-aware can be scary. To achieve a level of self-awareness, you must be willing to make yourself vulnerable to critical feedback. For many of us, it’s hard to hear what we have done wrong. But if you are willing to listen and act upon it in a positive, constructive way, you will find self-improvement easier to accomplish.
Continual service improvement (CSI) is one of the most critical practices organizations need to perform to ensure their services meet customer needs. True improvement comes from a strategically focused effort, ensuring the incremental improvements being made are aligned with overall organization strategy. An Agile approach can help organizations improve incrementally, while achieving a longer term, strategic transformation.