HDI's content-rich, live webinars, presented by top industry experts and practitioners, cover industry best practices, emerging trends, and service leadership. These monthly webinars keep technical service and support professionals up to date on key issues and offer training on concepts critical to support organization effectiveness. Participate live on the day of the event or on-demand as your schedule permits.

Getting IT Right: How Automation Impacts the ITSM Value Chain

with Andrew Graf , Chris Tozzi , Vawns Murphy
Jul 19, 2022 - 1:00 p.m. EDT
Join HDI for an hour-long exploration of what you need to consider as you plan, execute, and continually adapt your service management automation strategy.

Employee Experience Is Everything: Using Real-Time Employee Data to Optimize Agent Experience and Delight Tech Support Customers and End Users

with Charles Araujo , Ian Aitchison , Roy Atkinson
Apr 19, 2022 - 1:00 p.m. EDT

In this panel discussion, industry thought leaders will discuss the current state of the tech support employee experience. They’ll explore evolving customer and end user expectations, how and where...

How to Deliver High-Touch, Digital-First Tech Support

with Marni Casanova , Marie Ruzzo , Michael Hanson
Mar 22, 2022 - 1:00 p.m. EDT
As the world moves towards a new sense of normalcy, service and support teams will need to keep pace with consumer’s digital...

Are Your IT Service and Support Performance Targets On Target?

with Jeff Rumburg
Feb 15, 2022 - 2:30 p.m. EDT
In this webinar, Jeff Rumburg will use benchmarks for four KPIs – first contact resolution rate, cost per contact, customer satisfaction, and service level – and a case study to illustrate how service and support leaders can establish realistic, transformative performance targets.

Navigating the Value Stream: Applying ITIL4 to Modern Service Management

with Tim McElgunn , Brian Hollandsworth , John Custy
Dec 14, 2021 - 1:00 p.m. EDT

In this insight-packed webinar, you’ll gain a better understanding of the ITIL4 framework and its role in providing effective governance and management of your products and services.