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.

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

with Marni Casanova , Marie Ruzzo , Michael Hanson
Mar 22, 2022 - 1:00 p.m. EST
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. EST
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. EST

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. 


Following the Leaders: A Panel Discussion on Making Enterprise Service Management Work

with Andrew Graf , Nick Farthing , Saby Waraich , Roy Atkinson
Apr 13, 2021 - 2:00 p.m. EST
In this webinar, you’ll hear from industry expert Roy Atkinson, Saby Waraich, Nick Farthing, and Andrew Graf, who will share their ESM journeys: what sparked them, how they got started, where they are now, and what they envision for the future. You’ll also have the opportunity to ask...

Following the Leaders: A Panel Discussion on Making Enterprise Service Management Work

with Phyllis Drucker
Apr 13, 2021 - 2:00 p.m. EST
In this webinar, you’ll hear from industry expert Roy Atkinson, Saby Waraich, Nick Farthing, and Andrew Graf, who will share their ESM journeys: what sparked them, how they got started, where they are now, and what they envision for the future. You’ll also have the opportunity to ask...