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Time's Running Out!

SupportWorld Live is going digital! Featuring quality content, meaningful connections and just plain fun, while fully leveraging the advantages only a digital platform can offer events. SWL begins soon, so register now!
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Give Your Service and Support Operations a Virtual Check-Up

Through a series of questionnaires and web conferences, HDI’s virtual HealthCheck consulting service analyzes key foundational areas of your operations compared to best practices, then provides custom, expert recommendations based on your organizational goals.
Learn more and schedule your consultation

HDI Stands for a Diverse and Inclusive Community

HDI embraces and supports a diverse and inclusive community of service and support professionals. In today’s climate, it is one thing for us to stand and support these intentions; it's another for us to take action around them. We invite you to see what we’re doing and provide feedback as we move forward.
See Our Action Plan

Nominate your team for the HDI Awards!

Right now we’re seeing just how intrepid the service and support industry really is. It’s the proven expertise and adaptability of our teams that truly make a difference. Share your successes through HDI awards!

Applications due Oct. 31.
Apply Now

ITSM and the Value of Knowledge-Centered Service for the Enterprise

Available On Demand

Watch this exciting panel discussion on demand. It's packed with invaluable takeaways for every phase of your knowledge management journey.
Watch Now

Can't Connect In Person? Connect Online!

Join the HDI Community

The online destination ideal for IT support and service management professionals looking to expand their knowledge, advance their careers, and find a community that treats you like family.

Connect, learn, and succeed by joining the free HDI Community today.
Join Today

Serving and Supporting the HDI Community During This Difficult Time

These are certainly extraordinary times begging extraordinary measures.

Many of you are on the front lines of this crisis - enabling a transformative work-from-home effort while keeping systems online remotely, service levels stable, and teams sane. We know it's not easy, As the leader in support, service and guidance to the technical support and service management industry, we're here to help.

Learn More About What We're Doing

HDI is your Partner in Achieving Customer Excellence

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 A Digital Experience Event logo

SupportWorld Live: A Digital Experience
August 4-6 | Pre-Event Virtual Training
August 11-12 | Digital Experience Event

SupportWorld Live is going digital! Featuring the quality content, meaningful connections and just plain fun you’ve always associated with HDI’s live events, while fully leveraging the advantages only a digital platform can offer events. Learn More & Register »

Subscribe to the Newsletter Service and Support Pros Trust

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

Root cause analysis can play an important role in continuous improvement and general IT operations, especially if you are concerned about customer experience. Root cause keeps us from making the same mistakes, which customers notice and leads to distrust. Follow these steps to ensure you see results from your efforts.

If you want to measure success in providing high-quality service and support, you need to include feedback from end-users. The trick is to balance the right amount of input from users, enough communication with those users to ensure that you are listening, and lasting improvements that keep the users as satisfied as possible. How do we manage this balancing act? You need to build out a feedback strategy.

We need great leadership to make any organization not only float but also be successful. But great leaders also need to understand the importance of participation. Beyond promoting listening and collaboration, leaders need to understand the different types of participation: active and passive. Tom Wilk explains.