3. HDI ®
The Community
• Founded in 1989, HDI is headquartered in Colorado
Springs, Colorado, and is the world’s largest
association for technical support professionals.
• HDI is vendor-neutral in its efforts to facilitate
open, independent networking and information
sharing within the association’s global community.
• HDI has more than 7,500 members and 68 local
chapters worldwide.

4. HDI ®
The Mission Statement
To lead and promote support professionals
by empowering members through access
to timely and valuable industry information,
encouraging member collaboration,
establishing open standards, and providing
globally recognized certification and training programs.

5. HDI ® Products and Services
Association Membership
Two Annual Conferences
Individual Certification and Training
Site Certification and Maturity Assessment
Customer Satisfaction Index Service

6. HDI ® Markets
HDI - Japan
HDAA - Australia
HDI – MEA (Middle East/Africa)
HDI – DE (Germany)
HDI – Brazil

8. HDI ® Membership
Four levels of membership ranging from $150 - $1,495
Benefits Include*
Training, events and eStore discounts
Members’ Only Web Resources
Annual Subscription to SupportWorld Magazine
Monthly Educational Webinars
HDI Focus Books and Metrics Guides
Free Online Training Courses
*Benefits vary upon membership level.

9. HDI ® Member Resources
SupportWorld Magazine
Practices and Salary Research Reports
Ask The Expert , Industry Metrics
Manager Tools & Staffing Models
Discussion Boards

11. HDI ® Annual Conferences
HDI Annual Conference & Expo (spring)
Attendance of 3,000+ world-wide technical support
managers, directors and executives
Event provides 100+ one-hour educational sessions
Expo features 100+ vendors
HDI Service Management Conference & Expo (fall)
Attendance of 500+ technical support professionals who implement service
management principles within their technical support operations
Event provides 30+ intense half-day workshops
Expo features 40+ vendors in a pedestal-type format

13. HDI® Customer Satisfaction Index Service
This secure, web-based service integrates with existing
incident ticketing systems and helps customers…
* Measure customer satisfaction with the technical support services provided,
* Compare those ratings with other in the same vertical industry or across the
support industry as a whole,
* Pinpoint which agents are top performers.

14. HDI® Customer Satisfaction Index Service
The agent reporting feature creates historical statistics by
agent, including graphing, raw data, and links to customer
comments.
Response rates average a whopping 30%
Configures in about 30 minutes, with no software installation.
Save staff time by utilizing turn-key reports.
Receive alerts when customers respond unfavorably.

16. HDI® Support Center Certification
An award that recognizes a support center’s commitment
to excellence, efficiency, and service quality based on the HDI
Support Center Standard.
Benefits of Certification
– Provides organizations with achievement goals
– Promotes alignment with corporate business objectives
– Enhances employee morale, productivity and retention
– Improves operational efficiencies and effectiveness
– Fosters customer satisfaction and retention
– Optimizes the value of monitoring and reporting

18. HDI® Support Center Maturity Assessment
The HDI Support Center Maturity Assessment service
provides an independent, third-party review of your support
center, a comprehensive report of its maturity level, and
recommendations for improvement.
Benefits of Assessment
- Get recommendations for improvement that consider your
organization’s environment, constraints, culture, goals, and objectives.
- Establish a baseline for planned service improvements.
- Gain proof of performance to support improvement initiatives.
- Receive expert guidance for improving operational efficiency, service
quality, and value.
- Obtain an assessment and gap analysis based on the HDI Support
Center Standard and the HDI Support Center Maturity Model.

20. HDI ® Certification and Training
HDI teaches the customer service skills and service
management processes required to provide quality
technical service and support. Each HDI Certification
reflects the level of knowledge required for specific
roles, ranging from Customer Service Representative
to Support Center Director.
HDI Delivery Models
eLearning * Classroom * Onsite

21. HDI ® Certification
HDI has certified more than 30,000 individuals since 1986. A partial list of
companies who’s employees have achieved HDI certification:

22. HDI ® Courses
Teach industry best practices and procedures designed
to help technical service and support centers:
– Decrease call resolution times
– Increase productivity
– Improve customer satisfaction
– Develop a strategic focus
– Align technical support with your company’s overall
business goals.

23. HDI ® Courses
HDI® Customer Service Representative – 1 day workshop
HDI® Support Center Analyst – 2 day workshop
HDI® Desktop Support Technician – 2 day workshop
HDI® Support Center Team Lead – 2 day workshop
HDI® Support Center Manager – 3 day workshop
HDI® Support Center Director – 3 day workshop
Knowledge Management Foundations: KCS Principles - 3 day workshop
ITIL v3 Foundation – 3 day workshop

24. HDI® Courses
Milwaukee, Wisconsin
HDI® Support Center Analyst – August 17 – 18
HDI® Support Center Team Lead – August 19 – 20
What type training are you looking for?
Location ?
Timeframe ?

25. HDI® Contact
What questions or comments do you have?
Please contact me with any questions!
HDI Midwest Account Manager
Heidi Cummings
hcummings@thinkhdi.com
(719) 268-0339

26. HDI ® Corporate Profile
HDI Corporate Offices
102 South Tejon Street, Suite 1200
Colorado Springs, CO USA 80903
www.ThinkHDI.com
+1 719.268.0174
HDI is a Think Services Company, a division of United Business Media Limited
About Think Services
Think Services connects specialized communities worldwide using innovative media, educational events, consulting, training and
certification. Providing comprehensive opportunities for people to learn from, network with, and inspire each other, Think Services
builds strong brands and works within communities to foster a unique affinity with its products and services. The division's flagship
products include the Game Developers Conference, the Webby Award-winning Gamasutra.com, Game Developer magazine, the
International Customer Management Institute, HDI, and Dr. Dobb's Journal. Think Services is a subsidiary of United Business Media, a
global provider of news distribution and specialist information services with a market capitalization of more than $2.5 billion. To learn
more, visit www.think-services.com.
About United Business Media Limited
United Business Media Limited (UBM) is a global media and marketing services company that informs markets and brings the world’s
buyers and sellers together at events, online, in print, and with the information they need to do business successfully. UBM serves
professional and commercial communities, from IT professionals to doctors, from journalists to jewelry dealers, from farmers to
pharmacists around the world. UBM employs more than 6,500 people in more than 30 countries. UBM's businesses operating in the US
include CMPMedica, Commonwealth Business Media, Everything Channel, PR Newswire, RISI, TechInsights, TechWeb and Think
Services. UBM is listed on the London Stock Exchange (UBM.L) and has a market capitalization of $1.6 billion.
www.unitedbusinessmedia.com