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Member Discussions

From : Communities>>Ask Your Network
We used to Smart IT console at Synopsys in our implementation of Remedy OnDemand. I am happy to talk about it however I retired from synopsis a year ago so I have not worked with it continuously since then. Remedy was not my choice of a tool to move our knowledge base into. However we did everything we could to make it functional and to utilise KCS principals along with it. I am happy to have a conversation with you about this.  ------------------------------ Terri Oropeza [email protected] 650-222-3056 [More]

From : Communities>>Ask Your Network
As a research university it is hard for us to call much of anything policy. Having said that here is what my particular college uses: https://www.cmu.edu/policies/financial-management/purchasing-policy.html.  ------------------------------ Thomas Wilk IT Manager Carnegie Mellon University Pittsburgh PA ------------------------------

From : Communities>>Ask Your Network
I think a lot of this depends on your business model. In my case we deal with students and faculty as well as staff. It is hard to tell a professor, especially high profile research professors and deans. We have faculty that struggle with technology and keep us engaged well over that 15 minute mark. It is more of a teaching the teacher thing for us.  We try to staff appropriately for this and use tools like Cisco Jabber and Slack to get assistance quickly if needed. ------------------------------ [More]

Latest Content
Metric of the Month: Ratio of Agents to Total Headcount

For this Metric of the Month, Jeff Rumburg looks at a staffing metric, ratio of agents to total headcount. This ratio is another way to measure service desk efficiency and applies to service desks and desktop support. It is also an indirect way to measure managerial efficiency.

Customer Service: Who Cares?

Regardless of whether the customers are internal or external, top organizations clearly recognize and understand that the customer experience is vital to the overall health of the organization. But bad attitudes and poor responsiveness can quickly erode your organization’s credibility with customers. Gregg Gregory shares four strategies for overcoming these challenges and elevating the customer experience.

What Does Customer Experience Mean to IT…Really?

Overall when we look at providing service, we really should be looking beyond the confines of the IT box. Being able to look at and understand how your business delivers service and achieves it business objectives will ensure that you as a provider are a far better partner that those who simply just meet SLAs. Speaking the language of the business will take your support teams out of their silos and put you and your organization above and beyond your competition.