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SupportWorld Virtual

Now Available On Demand

Connect with your peers and hear from industry experts on the future of service and support!

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25% Off All Live Virtual Training Courses!

Be ready when this is over.

If you’re not self-improving these days, you’re missing an opportunity. Remote learning for your support and service management team is easy with HDI’s live virtual training courses. Register for any virtual training course by June 1 and receive 25% off. Use promo code: SPRINGTRAINING

Important Announcement About SupportWorld Live

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.
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We're Here For You

HDI is no stranger to the disruption you are experiencing. These rapid industry changes, as well as extreme challenges presented in times of crisis, are where HDI steps up to provide counsel to the industry, practical insights on how to manage such challenges and the proven expertise to make a difference. We are prepared to help you navigate through this right now.
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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.

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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.

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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 »

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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

Customer experience may be at risk in your company right now. The need to engage with IT is increasing daily with more people working from home. Having a solid customer experience plan for your service desk is more important than ever, because being able to serve and retain customers is more challenging than ever.
The fact that any initiative or project should be a trial may seem to some like a way to not commit long-term to an effort. That’s not true, however. Driving change and continuous improvement often necessitates an iterative approach. Embracing the pilot approach to leading tech support and service management teams is a way to ensure that long-term goals are met.
Soft skills typically refer to emotional intelligence characteristics that, in the past, we could not measure like we could metrics such as Average Speed of Answer or Abandon Rate. But they are as important if not more important than technical knowledge and education in building a cooperative and thriving, cutting-edge culture.