HDI is a professional association serving the technical service and support industry. It provides knowledge, relationships, collaboration, certification and training to over 128,000 professionals. The document discusses HDI's new membership model which includes several new membership levels to better fit members' needs and control over their career success. It also outlines the top 10 reasons to become an HDI member including networking, professional development, resources/research, and discounts. Local chapter membership and forums are highlighted as membership benefits. HDI offers conferences, events, training, certification and other services to support the technical service industry.

1. ©2013 HDI. All rights reserved.
About HDIAbout HDI

2. Meet HDIMeet HDI
Technical Service
& Support Industry
• THE professional network for technical
service and support, offering knowledge,
relationships, and collaboration through
certification and training, research,
conferences, and networking communities
• Serves a community of >128,000
professionals
• Guided by an international panel of industry
experts and practitioners
• HDI is the premier resource for best practices
and emerging trends
• HDI connects solution providers with
practitioners through industry partnerships
and marketing services

3. ©2013 HDI. All rights reserved.
NEW MEMBERSHIP MODELNEW MEMBERSHIP MODEL
= INCREASED VALUE= INCREASED VALUE
Exciting Things Are Taking Place at HDI!Exciting Things Are Taking Place at HDI!

4. New HDI Membership ModelNew HDI Membership Model
• HDI is Now Offering New Membership Levels!
• In an attempt to meet members’ requests,
HDI expands membership offerings
• There are now more member benefits than ever
before
• Members are now in more control of their career success
• It is now easy to determine which HDI membership level is
the best fit for you!

5. Proudly Presenting:Proudly Presenting:
HDI’s New Membership ModelHDI’s New Membership Model
For a complete listing of benefits, go toFor a complete listing of benefits, go to
www.ThinkHDI.com/Membership/Levelswww.ThinkHDI.com/Membership/Levels
Corporate Membership Available Upon Request
New Level Old Level Price
Community ConnectionCommunity Connection N/A $0$0
Student MembershipStudent Membership Student Membership $35$35
Local Chapter MembershipLocal Chapter Membership Bronze Membership $75$75
Resources MembershipResources Membership Silver Membership $165$165
Professional MembershipProfessional Membership Gold Membership $495$495
Professional Plus MembershipProfessional Plus Membership Platinum Membership $795$795
Team Package MembershipTeam Package Membership Platinum Plus Membership $1,995$1,995
Leadership Connection MembershipLeadership Connection Membership Forum Membership $4,500 - $6,500$4,500 - $6,500

7. Top 10 Reasons to Become an HDI MemberTop 10 Reasons to Become an HDI Member
1.1. Networking & Connections.Networking & Connections.
2.2. Professional Development.Professional Development.
3.3. Local Chapter Access.Local Chapter Access.
4.4. Events.Events.
5.5. Resources & Research.Resources & Research.
Research-based, extensive list of values offered to
HDI members!
6. Webcasts.6. Webcasts.
7. Discounts.7. Discounts.
8.8.Professional Recognition.Professional Recognition.
9.9.Community and Exclusivity.Community and Exclusivity.
10.10.Memories to Last a Lifetime.Memories to Last a Lifetime.
www.ThinkHDI.com/Membership/Renew/Top-10-Reasonswww.ThinkHDI.com/Membership/Renew/Top-10-Reasons
Opportunities only available to HDI members!

8. HDI Local ChaptersHDI Local Chapters
LOCAL CHAPTERS

10. Local Chapter ValueLocal Chapter Value
• GET INVOLVED.
– Local Chapter Membership is a fantastic way to stay connected with technical service and support
industry professionals in your area
– Collaborate with your peers during monthly local chapter meetings and take your career in new
directions
• BE VALUABLE.
– Local Chapter Membership not only provides you with opportunities to collaborate with your peers,
build your professional network, and involve yourself in a community of technical service and
support professionals
– It also creates valuable resources you can use to demonstrate your value to your organization,
wherever your career takes you

11. HDI ForumsHDI Forums
–– HDI Forums: A benefit of the Leadership Connection Membership –HDI Forums: A benefit of the Leadership Connection Membership –
• Influential peer groups of senior-level
technical service and support
professionals come together, meeting
face to face multiple times per year to
network, exchange ideas, and share
benchmarking data
• Recharge, learn, and grow at HDI Forum
meetings, and then bring it all back to
the office and create a legacy of
progress

12. HDI ForumsHDI Forums
Forums@ThinkHDI.com www.ThinkHDI.com/Forums

13. HDI ForumsHDI Forums

14. HDI Content PortfolioHDI Content Portfolio

15. HDI Conferences & EventsHDI Conferences & Events
• Upcoming HDI Events:Upcoming HDI Events:
– FUSION 13FUSION 13
• October, 20-23, 2013
• Nashville, TN
• itSMF and HDI partnership
– HDI 2014 Annual Conference & ExpoHDI 2014 Annual Conference & Expo
• April 1 – 4, 2014
• Orlando, FL
Members Receive A $200 DiscountMembers Receive A $200 Discount

16. HDI Training & CertificationHDI Training & Certification
• Every role in the support center can benefit from HDI certification and
training
– Frontline help desk analysts
– Desktop support professionals
– Support center directors
– And everyone between
• HDI certification indicates in-depth knowledge of best practices and
industry standards
• Built upon globally recognized industry standards developed by an
international committee of industry experts and practitioners
• HDI training helps support center organizations improve efficiency,
increase service quality, and encourage professional development
Members Receive Discounts on TrainingMembers Receive Discounts on Training

17. HDIHDI®®
CertificationCertification
HDI has certified more than 50,000 individuals. A partial list of
companies who’s employees have achieved HDI certification:
17

18. HDIHDI®®
Certification and TrainingCertification and Training
Individual Certifications
HDI Customer Service Representative HDI-CSR
HDI Support Center Analyst HDI-SCA
HDI Desktop Support Technician HDI-DST
HDI Support Center Team Lead HDI-SCTL
HDI Support Center Manager HDI-SCM
HDI Desktop Support Manager HDI-DSM
HDI Support Center Director HDI-SCD
Additionally
Knowledge Management Foundations:
KCS Principles KCS
Knowledge-Centered Support
Fundamentals KCSF
18

19. New HDI CertificationNew HDI Certification
Knowledge-Centered Support Fundamentals
It is to KCS, what ITIL Foundation is to ITIL
•For everyone involved in a KCS initiative
•What is KCS and why you need it
•30 questions, 35 minutes, 70% to pass
•Training Delivery Methods:
–Instructor-led classroom
–Virtual classroom
–Online self-paced learning

20. Training Delivery MethodsTraining Delivery Methods
• Public Classroom Instructor-led
• Onsite Classroom Instructor-led
• Virtual Classroom Instructor-led
• Online Self-Paced Anytime, Anywhere
• Blended Learning Online + Virtual Classroom
• HDI Corporate Training Program
Internal Certified Instructor
20

21. HDI Local Chapter Hosted TrainingHDI Local Chapter Hosted Training
• Add an instructor-led class to the public
calendar
• Guarantee 6-8 students to launch class*
• HDI and LC markets the course for ~90 days
• Earn $1000 for hosting
– Provide facility, projector, and food & beverage
• Earn $50 for each student who registers with LC
promo code
* Minimum of 6 for HDI certification courses, 8 for KCS and one day
courses, and10 for ITIL Foundation to confirm a class.

22. HDI Professional Development CoursesHDI Professional Development Courses
• Structured Problem Solving for Support Professionals
• Financial Management Skills for Technical Support
Managers
• Support Center Metrics & Measurements
• Building Your Service Catalog
• Coaching Skills for Quality Support
• Problem Management
• Service Level Management
22

23. HDI ServicesHDI Services

24. Customer Satisfaction Index ServiceCustomer Satisfaction Index Service
• HDI Customer Satisfaction Index Service
– Live Demo
• Demo Dates:
– Thursday, June 20, 2013
Time: 1:00 PM EDT | 10:00 AM PDT
– Wednesday, July 17, 2013
Time: 2:00 PM EDT | 11:00 AM PDT
– Tuesday, August 27, 2013
Time: 1:00 PM EDT | 10:00 AM PDT
• Length: 30 Minutes
• Register online: http://www.thinkhdi-
csi.com/RegisterForDemo.aspx

25. • New version will be published
on July 1, 2013!
• Developed with input of
industry experts and
practitioners
• Revised by subject matter
experts
• Reviewed and approved by
HDI International Certification
Standards Committee (ICSC)
HDI Support Center Standard Update!HDI Support Center Standard Update!

26. HDI Support Center Standard Update!HDI Support Center Standard Update!
• Reflects best and good
practices for support center
industry
• Aligned with practices from
support center perspectives
found in:
– Leading frameworks, such as ITIL
and COBIT
– Recognized standards, such as
ISO/IEC 20000
– Proven methodologies, such as
Knowledge-Centered Support (KCS)

27. Awards & RecognitionAwards & Recognition
IT IS IMPORTANT TO REWARD AND GAIN RECOGNITIONIT IS IMPORTANT TO REWARD AND GAIN RECOGNITION
FOR YOUR BEST STAFF MEMBERS AND TEAMS…FOR YOUR BEST STAFF MEMBERS AND TEAMS…
Each year, HDIEach year, HDI
awards theawards the
highest honorshighest honors
in the technicalin the technical
service andservice and
support industrysupport industry
These awards
recognize
support
professionals at
all levels and as
individuals,
teams, and
organizations

28. HDI’s Industry Awards Are a Pretty Big Deal!HDI’s Industry Awards Are a Pretty Big Deal!

29. HDI Team Certified AwardHDI Team Certified Award
Annual AwardAnnual Award
• 80% of the team holds HDI certifications
• Minimum of 4
• Free online application
• $150 optional crystal award
WhyWhy
• Creates a team goal to drive learning and
encourages analysts to take certification
seriously
• Provides recognition for the team
achievement, increases morale
• Promotes positive image of support center
to executives and customers

30. • A ranking that recognizes outstanding technical service and support
centers across the country
• Uses the HDI Customer Satisfaction Index Service to track and trend
customer satisfaction ratings from year to year
• Based solely on the data collected over a twelve-month period,
participating support centers will be identified as leaders in the industry
• The fifty support centers with the highest scores:
– Will be recognized by HDI as members of the
HDI CSAT Elite 50
– Will receive certificates to proudly display as symbols of their
commitment to excellence
• Top-ranked support center recognized at the HDI Annual
Conference & Expo, lauded as an industry leader
HDI CSAT Elite 50HDI CSAT Elite 50

31. No need to apply!
– HDI automatically records overall customer satisfaction scores and trends
– HDI conducts annual reviews of the HDI CSAT Elite 50
– Support teams can qualify each year as long as they receive a minimum of
500 survey responses over a six-month period
– HDI makes sure you get the recognition you deserve!
CONGRATULATIONSCONGRATULATIONS
2013 HDI CSAT ELITE 50!2013 HDI CSAT ELITE 50!
HDI CSAT Elite 50HDI CSAT Elite 50
www.ThinkHDI.com/CSATElite50www.ThinkHDI.com/CSATElite50

32. HDI Sales Team to Partner with YouHDI Sales Team to Partner with You
32

33. CONNECTCONNECT
Twitter - @ThinkHDI
@HDI_Content, @HDIResearch,
@HDI_Analyst, @HDI_Leslie,
@HDIForums, @HDIEvntPrincess
Hashtag = #ThinkHDI
LinkedIn HDI Groups
•Professional
•Desktop Support
•Leadership
Facebook – HDI page
HDI LCO Chapter
Groups and Pages
www.HDIConnect.com