Updated Standard Defines Best Practices for Technical Service and Support Centers

Colorado Springs, CO ― September 4, 2013 — HDI, the worldwide professional association and certification body for the technical service and support industry, announces the release of the HDI Support Center Standard 2013.

The technical service and support industry’s de facto resource for best practices, the HDI Support Center Standard leverages the experience of a body of industry experts to develop a succinct guide for support centers seeking to optimize efficiency, effectiveness, consistency, and quality of service. By keeping up to date with industry best practices, a support center can position itself as a valued partner both in its department and in its organization.

The newly revised HDI Support Center Standard 2013 replaces the HDI Support Center Standard v4.1.2. This standard has always represented the unique perspective of the support center, and this update reflects changing best practices in the industry and aligns activities in the standard with those found in current versions of other industry standards (ISO/IEC 20000, ANSI/SHRM-09001-2012), frameworks (ITIL® 2011, COBIT® 5), and methodologies (KCSSM). 

“Users of the standard can realize such benefits as increased service consistency, improved customer and staff satisfaction, higher productivity, increased efficiency and effectiveness, reduced unit costs and end-user downtime, increased ability to satisfy compliance requirements, and improved profitability,” said Patti Albright, HDI’s manager of services.

The standard can be used as a guide when designing a new support center or as a foundation for a current state assessment and gap analysis of an existing support center. Support centers can either use it independently or engage HDI for guidance. Support centers can also undergo a certification audit to become HDI Certified Support Centers and achieve recognition as leaders within their organizations and the industry.

HDI members can download the HDI Support Center Standard 2013 free of charge (nonmembers can purchase it for $59). For more information, please contact the HDI Customer Care Center or your HDI account manager. 

ABOUT HDI | HDI is the worldwide professional association and certification body for the technical service and support industry. Facilitating collaboration and networking, HDI hosts acclaimed conferences and events, produces renowned publications and research, and certifies and trains thousands of professionals each year.

HDI also connects solution providers with practitioners through industry partnerships and marketing services. Guided by an international panel of industry experts and practitioners, HDI is the premier resource for best practices and emerging trends. 

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