<!doctypehtml><html lang=en><head id=Head1><meta charset=utf-8><meta content=IE=edge http-equiv=X-UA-Compatible><meta content=width=device-width,initial-scale=1 name=viewport><meta content=http://www.thinkhdi.com/ property=og:url><meta content=website property=og:type><meta content="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."property=og:description><meta content=summary name=twitter:card><meta content=https://twitter.com/ThinkHDI name=twitter:url><meta content=HDI name=twitter:title><meta content="Leading the technical support field with innovative content from experts around the globe"name=twitter:description><link crossorigin href=https://stackpath.bootstrapcdn.com/bootstrap/4.3.1/css/bootstrap.min.css integrity=sha384-ggOyR0iXCbMQv3Xipma34MD+dH/1fQ784/j6cY/iJTQUOhcWr7x9JvoRxT2MZw1T rel=stylesheet><link media="screen, projection"href=https://maxcdn.bootstrapcdn.com/font-awesome/4.6.3/css/font-awesome.min.css rel=stylesheet><link href=https://customer.cludo.com/css/templates/v2.1/essentials/cludo-search.min.css rel=stylesheet><link media="screen, projection"href=https://cdnjs.cloudflare.com/ajax/libs/slick-carousel/1.9.0/slick.css rel=stylesheet><link media="screen, projection"href=https://cdnjs.cloudflare.com/ajax/libs/slick-carousel/1.9.0/slick-theme.css rel=stylesheet><link href=https://fonts.googleapis.com/css?family=Roboto:400,400i,700 rel=stylesheet><link href=/css/HDICorp/style.css rel=stylesheet><link href=/css/HDICorp/styles.css rel=stylesheet><script crossorigin integrity=sha384-q8i/X+965DzO0rT7abK41JStQIAqVgRVzpbzo5smXKp4YfRvH+8abtTE1Pi6jizo src=https://code.jquery.com/jquery-3.3.1.slim.min.js></script><script crossorigin integrity=sha384-UO2eT0CpHqdSJQ6hJty5KVphtPhzWj9WO1clHTMGa3JDZwrnQq4sF86dIHNDz0W1 src=https://cdnjs.cloudflare.com/ajax/libs/popper.js/1.14.7/umd/popper.min.js></script><script crossorigin integrity=sha384-JjSmVgyd0p3pXB1rRibZUAYoIIy6OrQ6VrjIEaFf/nJGzIxFDsf4x0xIM+B07jRM src=https://stackpath.bootstrapcdn.com/bootstrap/4.3.1/js/bootstrap.min.js></script><script src=https://cdnjs.cloudflare.com/ajax/libs/slick-carousel/1.9.0/slick.js></script><script src=https://cdnjs.cloudflare.com/ajax/libs/js-cookie/2.2.0/js.cookie.min.js></script><script src=https://twimgs.com/custom/library.gtecevent.com/assets/VisitorAPI.js?ormzkk></script><script src=https://twimgs.com/custom/library.gtecevent.com/assets/at.js?ormzkk></script><title>
   HDI | Your IT Support Center and Service Management Partner
  </title><meta content="text/html; charset=utf-8"http-equiv=Content-Type><meta content=C# name=CODE_LANGUAGE><meta content=JavaScript name=vs_defaultClientScript><meta content=http://schemas.microsoft.com/intellisense/ie5 name=vs_targetSchema><meta content="Technical Support, Service Management, IT Support, Support Desk, Service Desk, HDI"name=keywords><meta content="HDI is the leader in support, service, and guidance to the IT technical support and service management industry."name=description><script>(function (w, d, s, l, i) {
            w[l] = w[l] || []; w[l].push(

{ 'gtm.start': new Date().getTime(), event: 'gtm.js' }
); var f = d.getElementsByTagName(s)[0],

j = d.createElement(s), dl = l != 'dataLayer' ? '&l=' + l : ''; j.async = true; j.src =

'https://www.googletagmanager.com/gtm.js?id=' + i + dl; f.parentNode.insertBefore(j, f);

        })(window, document, 'script', 'dataLayer', 'GTM-WRD6S47');</script><script src=/js/jquery.hoverIntent.minified.js></script><script>var googletag = googletag || {};
googletag.cmd = googletag.cmd || [];
googletag.slots = googletag.slots || {};</script><script src=//www.googletagservices.com/tag/js/gpt.js></script><script>var mapping = googletag.sizeMapping()
.addSize([0, 0], [320, 50])
.addSize([730, 0], [728, 90])
.build();
googletag.slots["top"]=googletag.defineSlot('/3834/thinkhdi.home', [[728,90]],'div-gpt-ad-thinkhdi-top').setTargeting('pos',['top']).addService(googletag.pubads()).defineSizeMapping(mapping);
googletag.cmd.push(function() {
googletag.pubads().enableAsyncRendering();
googletag.pubads().enableSingleRequest();
googletag.pubads().collapseEmptyDivs();
});
googletag.enableServices();</script><script>var _elqQ = _elqQ || [];
        _elqQ.push(['elqSetSiteId', '1860958887']);
        
        _elqQ.push(['elqUseFirstPartyCookie', 'trk.thinkhdi.com']);

        _elqQ.push(['elqTrackPageView']);

        (function () {
            function async_load()
            { var s = document.createElement('script'); s.type = 'text/javascript'; s.async = true; s.src = '//img.en25.com/i/elqCfg.min.js'; var x = document.getElementsByTagName('script')[0]; x.parentNode.insertBefore(s, x); }
            if (window.addEventListener) window.addEventListener('DOMContentLoaded', async_load, false);
            else if (window.attachEvent) window.attachEvent('onload', async_load);
        })();</script><script src=/js/jquery.cookie.v1.4.1.js></script><script async src=https://securepubads.g.doubleclick.net/tag/js/gpt.js></script><script>window.googletag = window.googletag || {cmd: []};
		  googletag.cmd.push(function() {
			googletag.defineSlot('/3834/thinkhdi.home', [[1,1]], 'div-gpt-ad-interstitial')
					 .setTargeting('pos', ['interstitial'])
					 .addService(googletag.pubads());

			googletag.pubads().collapseEmptyDivs();
			googletag.enableServices();
		  });</script><title>
  </title><body><noscript><iframe height=0 src=https://www.googletagmanager.com/ns.html?id=GTM-WRD6S47 style=display:none;visibility:hidden width=0></iframe></noscript><span id=HandleSitecoreUsers1> </span><span id=RequireUsername1> </span><div id=div-gpt-ad-interstitial><script>googletag.cmd.push(function () { googletag.display('div-gpt-ad-interstitial'); });</script></div><div class=content-body-wrapper id=body-wrapper><form action=/ id=mainform method=post><div class=aspNetHidden><input id=__VIEWSTATE name=__VIEWSTATE type=hidden value=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></div><script>$(document).ready(function(){$('.TextBoxWithDefault').focus(function(){if($(this).val()=='' || $(this).val()==$(this).attr('defaultvalue')){$(this).val('');$(this).removeClass('disabled');}});$('.TextBoxWithDefault').blur(function(){if($(this).val()==''){$(this).val($(this).attr('defaultvalue'));$(this).addClass('disabled');}});});</script><script src=/ScriptResource.axd?d=zs4X9d9-BRibNEGL_nX1iQW223qsk8A1BZObtn3Zh0zT34rfKDpoZr8QBeJ5cMKjSQHsIGWIb_d6taVo6CwydrH30vp3eey8hzw31vOQd4mmM2kp_B9GuDIuqyp8Lcnva0adHh0zKqAQ5Mo_OURfXZzMvNZrmdj_apr9cEgvX6q7L-sW0&t=2b48f70a></script><div class=aspNetHidden><input id=__VIEWSTATEGENERATOR name=__VIEWSTATEGENERATOR type=hidden value=7C91A165><input id=__EVENTVALIDATION name=__EVENTVALIDATION type=hidden value=/wEdAARDa4BRkqHgVQ+NiLGNCHViO7yQMpjyQ+KYwy7Iok8hFOPe0IZpDi6hKEeLRLGbR0JOCTZltwz3RXliALR/wjS8XPl16EqPXMbWe4jC4t7aXNrmfHw=></div><script>//adblocker
  var isblocked = "notblocked";
  if(!document.getElementById('xRokYeIsHL')){
   isblocked = "blocked";
  }
  console.log('lpage==>' + isblocked);
  if (isblocked == "notblocked") {
    setTimeout(function() {
      console.log('5 second timeout ');
      unhideMainContent();
    }, 5000);

//stops site flash from happening first
    googletag.pubads().addEventListener('slotRenderEnded', function(event) {
      if(event.slot.getSlotElementId() == "div-gpt-ad-interstitial") {
        console.log('interstitial unit found');
        if(event.isEmpty) {
          console.log('empty Interstitial');
           unhideMainContent();
        }  else {
          console.log('not empty Interstitial');
        }
      }
    });
    googletag.enableServices();
  } else {
      unhideMainContent();
  }
function unhideMainContent() {
      console.log('unhide main content');
      var bDiv = document.getElementsByClassName("body-wrapper");
      for (var i=0; i<bDiv.length; i++) {
        if(bDiv[i].style.removeProperty) {
         bDiv[i].style.removeProperty('opacity');
        }  else {
          bDiv[i].style.removeAttribute('opacity');
       }}
}</script><section class=informa-bar><div class="region region-informa-bar"><div class="block block-penton-informa-banner"id=block-penton-informa-banner-penton-informa-banner><div class=informa-bar-content><div id=iribbon-container><button id=iribbon-title title=show/hide>Informa</button><div class=ribbon-hide id=iribbon-detail><div id=iribbon-left><p>HDI is part of the Informa Tech Division of Informa PLC<ul><li class=iribbon-mainlink><a href=http://informa.com/ tabindex=0> Informa PLC </a><li><a href=http://informa.com/About-Us/ tabindex=0> About us </a><li><a href=http://informa.com/Investors/ tabindex=0> Investor relations </a><li><a href=http://informa.com/Talent/ tabindex=0> Talent </a></ul></div><div id=iribbon-right><p>This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.</div></div></div></div></div></div></section><script>$('#iribbon-title').on('click', function(e) {
		e.preventDefault();
		e.stopPropagation(); // only neccessary if something above is listening to the (default-)event too
	  $('#iribbon-detail').toggleClass('ribbon-show ribbon-hide');
	  $('#iribbon-detail').fadeIn(1000);
	  $(this).toggleClass('off on');
	});</script><noindex>  <div class="alert-bar d-none d-md-block"><div class=container><div class=row><div class=col-12><div class=center><a href> </a></div></div></div></div></div>  <div class=SecondaryNavigationRow><div class=container><div class=row><div class="d-none d-sm-block col-sm-5"><div class="d-none d-sm-block search-form"><div class=search id=cludoSearchContainer><span id=cludo-search-form role=search> <input class="search-input form-control"aria-autocomplete=list aria-describedby=autocomplete_hint aria-haspopup=true aria-label=Search autocomplete=off id=cludo-search-content-form-input maxlength=50 name=searchrequest placeholder=Search title=Search type=search> <a class=search-button id=search-button type=submit> </a> </span></div></div></div><div class="col-sm-7 SecondaryNavigationOther"><div class=row><div class="col-sm-2 dropdown SecondaryNavigationSignIn center"><div aria-expanded=true aria-haspopup=true class=dropdown-toggle data-toggle=dropdown type=button>LOGIN <span class=caret> </span></div><div aria-labelledby=dropdownMenu class=dropdown-menu><div id=ctl00_ctl00_UserIsAuthenticated1_NextGenLoginForm><span> <div class=HDI-login-form-container id=ctl00_ctl00_UserIsAuthenticated1_NextGenLoginForm_ctl00_LoginPanel><div class=col-12><input class="HDI-login-form-input disabled TextBoxWithDefault"defaultvalue id=ctl00_ctl00_UserIsAuthenticated1_NextGenLoginForm_ctl00_MainMenuUsername name=ctl00$ctl00$UserIsAuthenticated1$NextGenLoginForm$ctl00$MainMenuUsername placeholder=Username tabindex=3></div><div class=col-12><input class="HDI-login-form-input disabled TextBoxWithDefault"onkeypress="javascript:if (event.keyCode == 13) __doPostBack('ctl00$ctl00$UserIsAuthenticated1$NextGenLoginForm$ctl00$MainMenuLoginButton','')"defaultvalue id=ctl00_ctl00_UserIsAuthenticated1_NextGenLoginForm_ctl00_MainMenuPassword name=ctl00$ctl00$UserIsAuthenticated1$NextGenLoginForm$ctl00$MainMenuPassword placeholder=Password tabindex=4 type=password></div><div class=col-12><div class=btn><a href=javascript:__doPostBack('ctl00$ctl00$UserIsAuthenticated1$NextGenLoginForm$ctl00$MainMenuLoginButton','') id=ctl00_ctl00_UserIsAuthenticated1_NextGenLoginForm_ctl00_MainMenuLoginButton> Sign In </a></div></div><div class="col-12 HDI-login-form-link-divider"></div><div class="col-12 HDI-login-form-description">Sign in for access to more!</div><div class=col-12><div class="col-6 HDI-login-form-link-forgot"><a href=/member/forgotpassword.aspx> Forgot password? </a></div><div class="col-6 HDI-login-form-link-join"><a href=/member/register.aspx> Create a free account </a></div></div></div> </span></div></div></div><div class="col-sm-3 center SecondaryNavigationsubscribe"><a href=/member/emailsubscriptions.aspx> SUBSCRIBE </a></div><div class="col-sm-3 center SecondaryNavigationJoinHDI"><a href=/membership.aspx> JOIN HDI </a></div><div class="col-sm-3 center SecondaryNavigationconnect"><a href=https://connect.thinkhdi.com/home> CONNECT </a></div><div class="col-sm-1 d-none d-sm-block SecondaryNavigationShoppingCart"><a href=/buy/cart.aspx> <img src=/~/media/HDICorp/Images/Icons/ShoppingCart.ashx> </a></div></div></div></div></div></div>  <div class=PrimaryNavigationWrapper><div class=container><div class=row><div class=col-sm-2><a href=/> <img src=/~/media/HDICorp/Images/Logos/HDI.ashx> </a></div><div class=col-sm-10><nav class="navbar navbar-default navbar-expand-lg main-nav"><div class=navbar-header><button aria-label="Toggle navigation"aria-controls=navbar aria-expanded=false class=navbar-toggler data-target=#navbar data-toggle=collapse type=button><span class=sr-only> Toggle navigation </span> <span class=icon-bar> </span> <span class=icon-bar> </span> <span class=icon-bar> </span></button></div><div class="navbar-collapse collapse"id=navbar><div id=ctl00_ctl01_PrimaryNavigation><ul class="nav navbar-nav"><li class=dropdown><a class=dropdown-toggle href=https://www.thinkhdi.com/en/about.aspx> Who We Are </a> <ul class=dropdown-menu><li><a href=https://www.thinkhdi.com/en/about/support-center.aspx> Support Center </a><li><a href=https://www.thinkhdi.com/en/about/service-management.aspx> Service Management </a><li><a href=https://www.thinkhdi.com/en/about/hdi-strategic-advisory-board.aspx> Strategic Advisory Board </a><li><a href=https://www.thinkhdi.com/en/about/press-room.aspx> Press Room </a><li><a href=https://www.thinkhdi.com/en/about/contact.aspx> Contact Us </a></ul><li class=dropdown><a class=dropdown-toggle href=https://www.thinkhdi.com/en/events.aspx> Events </a> <ul class=dropdown-menu><li class=dropdown-submenu><a href=https://www.thinkhdi.com/en/events/conferences.aspx> Conferences </a> <ul class=dropdown-menu><li><a href=https://www.smworld.com/?_mc=we_hdif_x_hdir_le_tsmatt_x_x_x__2020 target=_blank> Service Management World </a><li><a href=https://www.hdiconference.com/?_mc=we_x_x_hdir_ve_tsmatt_x_x_2020 target=_blank> SupportWorld Live </a></ul><li><a href=https://www.thinkhdi.com/en/events/webinars.aspx> Webinars </a><li><a> </a></ul><li class=dropdown><a class=dropdown-toggle href=https://www.thinkhdi.com/education.aspx> Certification & Training </a> <ul class=dropdown-menu><li class=dropdown-submenu><a href=https://www.thinkhdi.com/education/courses.aspx> All Courses </a> <ul class=dropdown-menu><li><a href=https://www.thinkhdi.com/education/courses.aspx> Full Course Catalog </a><li><a href=https://www.thinkhdi.com/education/courses.aspx?tagid={3135D55A-0ABC-4BD6-B188-977F518091A9}> Analyst and Frontline </a><li><a href=https://www.thinkhdi.com/education/courses.aspx?tagid={643E0ECB-54CC-41BA-A756-A91EAAA43B89}> Director </a><li><a href=https://www.thinkhdi.com/education/courses.aspx?tagid={7C3C9F2E-2A5A-46C3-A95F-8AFBE33555CE}> Manager </a><li><a href=https://www.thinkhdi.com/education/courses.aspx?tagid={8BC98D7D-22AA-4687-8056-AE269CD69412}> Team Lead </a><li><a href=https://www.thinkhdi.com/education/courses.aspx?tagid={B484B8E6-812B-43D4-A13B-417ED1B3D315}> Trainer </a></ul><li><a href=https://www.thinkhdi.com/en/education/calendar.aspx> Course Calendar </a><li><a href=http://reg.thinkhdi.com/training-catalog-download?kcode=trnNav target=_blank> Download Training Catalog </a><li class=dropdown-submenu><a> HDI Certification </a> <ul class=dropdown-menu><li><a href=https://www.thinkhdi.com/certification/professional/certification%20testing.aspx> Certification Testing </a><li><a href=https://www.thinkhdi.com/events/awards/team-certified.aspx> HDI Team Certified Awards </a><li><a href=https://www.thinkhdi.com/certification/certified-instructors.aspx> Certified Instructor Program </a></ul><li class=dropdown-submenu><a href=https://www.thinkhdi.com/en/certification/professional.aspx> Student & Instructor Resources </a> <ul class=dropdown-menu><li><a href=https://www.thinkhdi.com/en/certification/certified-instructors/instructor-resources.aspx> Instructor Resources </a><li><a href=https://www.thinkhdi.com/en/certification/students.aspx> Student Resources </a><li><a href=http://training.thinkhdi.com/ target=_blank> Learning Center Login </a></ul><li><a href=http://reg.thinkhdi.com/Training-Contact-Us?kcode=TrnNav target=_blank> Contact Us </a></ul><li class=dropdown><a class=dropdown-toggle href=https://www.thinkhdi.com/en/services.aspx> Consulting & Services </a> <ul class=dropdown-menu><li><a href=https://www.thinkhdi.com/en/services.aspx> Consulting Services </a><li><a href=https://www.thinkhdi.com/en/services/healthcheck.aspx> HealthCheck </a><li><a href=https://www.thinkhdi.com/en/service-management-consulting.aspx> Service Management Consulting </a><li><a href=https://www.thinkhdi.com/en/certification/support-center-certification.aspx> Support Center Certification </a> <ul class=dropdown-menu></ul><li><a href=https://www.thinkhdi.com/en/services/best-practices.aspx> Best Practices Assessment </a><li><a href=https://www.thinkhdi.com/en/services/customer-satisfaction-index.aspx> Customer Satisfaction Index </a> <ul class=dropdown-menu></ul><li><a href=http://reg.thinkhdi.com/Consulting-Contact-Us?kcode=ConNav> Contact Us </a></ul><li class=dropdown><a class=dropdown-toggle href=https://www.thinkhdi.com/en/library/supportworld.aspx> Resources </a> <ul class=dropdown-menu><li class=dropdown-submenu><a href=https://www.thinkhdi.com/en/library/supportworld.aspx> SupportWorld </a> <ul class=dropdown-menu><li><a href=https://www.thinkhdi.com/en/library/supportworld/support-center.aspx> Support Center </a><li><a href=https://www.thinkhdi.com/en/library/supportworld/desktop-support.aspx> Desktop Support </a><li><a href=https://www.thinkhdi.com/en/library/supportworld/service-management.aspx> Service Management </a><li><a href=https://www.thinkhdi.com/en/library/supportworld/customer-experience.aspx> Customer Experience </a><li><a href=https://www.thinkhdi.com/en/library/supportworld/workforce-enablement.aspx> Workforce Enablement </a><li><a href=https://www.thinkhdi.com/en/library/supportworld/metrics.aspx> Metrics </a><li><a href=https://www.thinkhdi.com/en/library/supportworld/technology.aspx> Technology </a><li><a href=https://www.thinkhdi.com/en/library/supportworld/infographics.aspx> Infographics </a></ul><li><a href=https://www.thinkhdi.com/en/events/webinars.aspx> Webinars </a></ul><li class=dropdown><a class=dropdown-toggle href=https://www.thinkhdi.com/en/membership.aspx> Community </a> <ul class=dropdown-menu><li><a href=https://www.thinkhdi.com/en/membership.aspx> Join the Community </a><li><a href=https://www.thinkhdi.com/en/events/local-chapters.aspx> Local Chapters </a> <ul class=dropdown-menu></ul><li><a href=https://www.thinkhdi.com/en/events/awards.aspx> HDI Awards </a> <ul class=dropdown-menu></ul></ul></ul></div></div></nav></div></div></div></div> </noindex><section id=slider><div class=container><div class=row><div class=col-12><div class=home-slider><div class=slick-slide><div class="item slides active"><img class=carousel-image src=/~/media/SWL/Images/2021/Sliders/ThinkHDI3_1110x396_73458_SWL21_WebSliders_ThinkHDIcom.ashx><div class="item active"></div><div class=hero><hgroup><h1><span> Come virtually, for FREE! </span></h1><h2></h2><div class=hero-body><span> We know budgets can be tight, and not all companies are allowing their employees to travel these days. Get your free virtual pass and still catch the highlights. </span></div></hgroup><a class=btn href=https://www.hdiconference.com/> REGISTER NOW </a></div></div></div><div class=slick-slide><div class="item slides"><img class=carousel-image src=/~/media/SWL/Images/2021/Sliders/a_1110x396_31397_HDI20_WebSliderAwards_ThinkHDI.ashx><div class=item></div><div class=hero><hgroup><h1><span> Deadline Extended! </span></h1><h2></h2><div class=hero-body><span> <strong> Now Accepting Submissions Through November 30. </strong> <br> <br> <p>You and your team have gone above and beyond in countless ways over the last year, and this is your chance for the recognition that you deserve after all that hard work.</p> </span></div></hgroup><a class=btn href=https://www.thinkhdi.com/events/awards.aspx> SUBMIT A NOMINATION </a></div></div></div><div class=slick-slide><div class="item slides"><img class=carousel-image src=/~/media/HDICorp/Images/Sliders/1200x428_HealthCheck_27350.ashx><div class=item></div><div class=hero><hgroup><h1><span> Give Your Service and Support Operations a Virtual Check-Up </span></h1><h2></h2><div class=hero-body><span> 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. </span></div></hgroup><a class=btn href=https://www.thinkhdi.com/en/services/healthcheck.aspx> Learn more and schedule your consultation </a></div></div></div><div class=slick-slide><div class="item slides"><img class=carousel-image src=/~/media/HDICorp/Images/Sliders/ThinkHDI_CommunityWebBanner_1200_428_gray_SFW.ashx><div class=item></div><div class=hero><hgroup><h1><span> Can't Connect In Person? Connect Online! </span></h1><h2><span> Join the HDI Community </span></h2><div class=hero-body><span> 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. <br> <br> Connect, learn, and succeed by joining the free HDI Community today. </span></div></hgroup><a class=btn href=https://www.thinkhdi.com/member/CommunityMembers> Join Today </a></div></div></div></div></div></div></div></section><div class=container><div class=row><div class=col-12><div class="advertisement center"><div class=dfp-tag-wrapper id=div-gpt-ad-thinkhdi-top-wrapper><div class=dfp-tag-wrapper id=div-gpt-ad-thinkhdi-top><script>googletag.cmd.push(function() {
						  googletag.display("div-gpt-ad-thinkhdi-top");
						});</script></div></div><div class=small>Advertisement</div></div></div></div></div><div class="col-12 HDI-main-title"></div><span> <div class=background-community><div class=container><div class=row><div class=col-8><h2>Serving and Supporting the HDI Community During This Difficult Time...</h2><p>These are certainly extraordinary times begging extraordinary measures.<p>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.</p><a class=btn href=https://www.thinkhdi.com/about/coronavirus> Learn More About What We're Doing </a></div></div></div></div> <div class=background-blue><div class=container><div class="row center"><h2>HDI is your Partner in Achieving Customer Excellence</h2><p>We deliver value through Events, Certification and Training, Consulting, Industry News, Research and Resources.</div></div></div> <div class=primary><div class=container><div class="row bottom-spacing"><div class="col-12 col-sm-4"><a href=/Events> <img alt height=229 src=~/media/hdicorp/images/marketing/events.jpg width=362>   </a></div><div class="col-12 col-sm-4"><a href=/en/Education> <img alt height=229 src=~/media/hdicorp/images/marketing/education.jpg width=362>   </a><a href=/en/Education> </a><a href=/en/Certification> </a></div><div class="col-12 col-sm-4"><a href=/en/Services> <img alt height=229 src=~/media/hdicorp/images/marketing/consulting.jpg width=362>   </a><a href=/en/Services> </a></div></div><div class=row><div class="col-12 col-sm-4"><a href=/en/Membership> <img alt src=~/media/hdicorp/images/marketing/community.jpg>   </a></div><div class="col-12 col-sm-4"><a href=/en/Services/Customer-Satisfaction-Index> <img alt height=229 src=/~/media/HDICorp/Images/Marketing/p2c_408517_HDI19_WebGraphics_362x229.ashx width=362>   </a></div><div class="col-12 col-sm-4"><a href=https://prod.thinkhdi.com/certification/students.aspx> </a><a href=/en/library> <img alt height=229 src=~/media/hdicorp/images/marketing/resources.jpg width=362> </a></div></div></div></div> <div class=container><div class=row><div class=col-12><h2 class=center>Connect with the entire spectrum of technical service and support.</h2><p class="center bottom-spacing">HDI events unite thousands of service and support professionals and leaders each year for premier education, networking, and collaboration.</div></div><div class="row bottom-spacing"><div class="col-12 col-sm-4"><img style="height: 88px; width: 250px;"alt height=252 src=/~/media/SMWorld/Images/2020/SMWADE_Logo_Web_300x114.png?w=250&h=88&as=1 width=720></div><div class="col-12 col-sm-8"><p><strong> Service Management World: A Digital Experience </strong> <br> July 21-22, 2021<p>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. <a href=https://www.smworld.com/?_mc=we_hdif_x_hdir_le_tsmatt_x_x_em1_2029&amp#0;0;0;0;0;0;0;0;0;0;0;D;&amp#0;0;0;0;0;0;0;0;0;0;0;A;> Learn More » </a></div></div><div class="row bottom-spacing"><div class="col-12 col-sm-4"><img alt="SupportWorld Live Event logo"height=113 src=/~/media/HDIConf/Images/Logo/SWL_logo_Tag_4c_web_127x300.png?w=250&h=113&as=1 width=250></div><div class="col-12 col-sm-8"><p><strong> SupportWorld Live </strong> <br> November 6-11, 2021 | Orlando, FL<p>Covering the entire service and support industry and its people (from frontline analysts to CIOs), SupportWorld Live gives you several days in a welcoming community to solely focus on delivering smarter service and better business outcomes. <a href=https://www.hdiconference.com/?_mc=we_x_x_hdir_ve_tsmatt_x_x_em1_2029> Learn More » </a></div></div></div> <div class=background-teal><div class=container><div class=row><div class="col-12 col-sm-9"><h2>Subscribe to the Newsletter Service and Support Pros Trust</h2><p>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.</div><div class="col-12 col-sm-3"><br><br><a class=btn href=https://www.thinkhdi.com/member/register> Subscribe Now </a></div></div></div></div> </span><section id=latest-news><div class=container><div class=row><div class=col-sm-9><div class=overlay><div class=row><div class="col-12 col-sm-4"><h2>Latest Content</h2><p>Leading the technical support field with tips and insights from experts around the globe.</p><a class=btn href=/library/supportworld/> View All Latest </a></div><div class="col-12 col-sm-4 bottom-spacing"><div class="card h-100"><div class=card-body><h3 class=card-title><a href=https://www.thinkhdi.com/en/library/supportworld/2021/avoid-leading-cloud-migration-mistakes.aspx> How to Avoid the Leading Cloud Migration Mistakes </a></h3><h6>October 28, 2021</h6><p class=card-text><span> Moving operations into the cloud doesn't have to be a floating nightmare, but it isn’t... </span></div></div></div><div class="col-12 col-sm-4 bottom-spacing"><div class="card h-100"><div class=card-body><h3 class=card-title><a href=https://www.thinkhdi.com/en/library/supportworld/2021/thoughts-on-leadership-in-support.aspx> Some Thoughts on Leadership in Service and Support </a></h3><h6>October 27, 2021</h6><p class=card-text><span> Excellence happens when service leaders have an aligned service strategy, a strong... </span></div></div></div><div class="col-12 col-sm-4 bottom-spacing"><div class="card h-100"><div class=card-body><h3 class=card-title><a href=https://www.thinkhdi.com/en/library/supportworld/2021/importance-of-strategy-in-support-and-service.aspx> The Importance of Strategy in Service and Support Improvement </a></h3><h6>October 27, 2021</h6><p class=card-text><span> Strategic thinking is not only a requirement for achieving senior level positions, but... </span></div></div></div><div class="col-12 col-sm-4 bottom-spacing"><div class="card h-100"><div class=card-body><h3 class=card-title><a href=https://www.thinkhdi.com/en/library/supportworld/2021/cloud-security-considerations.aspx> Cloud Security: What to Consider </a></h3><h6>October 21, 2021</h6><p class=card-text><span> Securing a cloud environment is much more difficult than securing a traditional... </span></div></div></div><div class="col-12 col-sm-4 bottom-spacing"><div class="card h-100"><div class=card-body><h3 class=card-title><a href=https://www.thinkhdi.com/en/library/supportworld/2014/servicemanagement-when-the-going-gets-tough.aspx> Using Production Assurance to Improve Service Transition and Operations </a></h3><h6>October 19, 2021</h6><p class=card-text><span> Production assurance is an organizational and process alignment designed to protect... </span></div></div></div></div></div></div><div class="col-12 col-sm-3"> </div></div></div></section><noindex> <script src=/js/HDICorp/footer.js></script> <footer id=informa-footer><div class="section-teal local"><div class=container><div class=row><div class="col-12 col-sm-3"><ul>Discover More From Informa Tech <li><a alt=HDI href=https://www.thinkhdi.com target title=HDI> HDI </a><li><a alt=InformationWeek href=https://www.informationweek.com/ target title=InformationWeek> InformationWeek </a><li><a alt="No Jitter"title="No Jitter"href=https://www.nojitter.com/ target> No Jitter </a></ul></div><div class="col-12 col-sm-2"><ul><li><a alt=ICMI href=https://www.icmi.com target title=ICMI> ICMI </a><li><a alt=Interop href=https://www.interop.com target title=Interop> Interop </a><li><a alt=Omdia href=https://omdia.tech.informa.com/ target title=Omdia> Omdia </a></ul></div><div class="col-12 col-sm-3"><ul>Working With Us <li><a alt="About Us"title="About Us"href=https://www.thinkhdi.com/about.aspx target> About Us </a><li><a alt="Contact Us"title="Contact Us"href=https://www.thinkhdi.com/about/contact target> Contact Us </a><li><a alt="HDI Connect"title="HDI Connect"href=https://connect.thinkhdi.com/home target> HDI Connect </a></ul></div><div class="col-12 col-sm-4 footer-left-border"><ul class=social>Follow HDI on Social <li><a alt href=https://www.facebook.com/ThinkHDI target> <img alt src=/~/media/Common/facebook> </a><li><a alt href=https://twitter.com/thinkhdi target> <img alt src=/~/media/Common/twitter> </a><li><a alt href=https://www.linkedin.com/company/hdi target> <img alt src=/~/media/Common/linkedin> </a></ul></div></div></div></div><div class=section-informa><div class=container><div class="row justify-content-between"><div class="col-12 col-sm-2"><a href=https://tech.informa.com> <img src=/~/media/Global/Images/Footer/informa_footer> </a></div><div class="col-12 col-sm-6"><div class=terms><a href=https://tech.informa.com title=Home> Home </a><a title="Cookie Policy"href=https://tech.informa.com/cookie-policy> Cookies </a><a title="Privacy Statement"href=https://informa.com/privacy-policy/> Privacy </a><a href=https://tech.informa.com/terms-and-conditions/ title=Terms> Terms </a></div></div></div><hr><div class="row justify-content-end"><div class=col-8><div class=copyright>Copyright © <script language=JavaScript>var today = new Date(); document.writeln(today.getFullYear());</script> Informa PLC. Informa PLC is registered in England and Wales with company number 8860726 whose registered and head office is 5 Howick Place, London, SW1P 1WG.</div></div></div></div></div></footer> </noindex><div class=simple_overlay id=lightbox><div class=lightboxBody></div><div class=lightboxSpinner></div></div><script src=https://twimgs.com/custom/library.gtecevent.com/assets/tech_thinkhdi_app_measurement.js?ormzkk></script><script language=JavaScript>s.t();</script><script>//<![CDATA[
  function addClickFunction(id) {{
            var b = document.getElementById(id);
            if (b && typeof(b.click) == 'undefined') b.click = function() {{
                var result = true; if (b.onclick) result = b.onclick();
                if (typeof(result) == 'undefined' || result) {{ eval(b.getAttribute('href')); }}
            }}}};addClickFunction('ctl00_ctl00_UserIsAuthenticated1_NextGenLoginForm_ctl00_MainMenuLoginButton');//]]></script></form></div><script language=JavaScript><!--
/* You may give each page an identifying name, server, and channel on the next lines. */

s.server='';
s.channel='';
s.pageType='';
s.prop1='';
s.prop2='';
s.prop3='';
s.prop4='';
s.prop5='';

/* E-conversion Variables */

s.campaign='';
s.state='';
s.zip='';
s.eVar1='';
s.eVar2='';

/************* DO NOT ALTER ANYTHING BELOW THIS LINE ! **************/
var s_code=s.t();if(s_code)document.write(s_code)//--></script><script src=https://customer.cludo.com/scripts/bundles/search-script.min.js></script><script>var CludoSearch;
    (function () {
        var cludoSettings = {
            customerId: 10000335,
            engineId: 10001522,
            searchUrl: '/Search',
            language: 'en',
            searchInputs: ['cludo-search-form'],
            template: 'InlineBasicImages',
            hideSearchFilters: true,
            focusOnResultsAfterSearch: true,
            disableAutocomplete: false,
            type: 'inline'
        };
        CludoSearch = new Cludo(cludoSettings);
        CludoSearch.init();
    })();</script>