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. Here you’ll find information on:

  • Strategy and best practices
  • Service management
  • Technology
  • Workforce enablement
  • Processes and practices

Beyond the archives of valuable content, new articles are released every week.

The Latest from SupportWorld

Learn how one service desk manager overcame real-world challenges with people, process, and technology to create a high-performing support center.
Tag(s): supportworld, service management, ITSM, workforce enablement, technology, process
September 21, 2017

Before buying your service management expertise, the other business units will want to look around to see what kind of condition IT is in.
Tag(s): supportworld, service management
September 20, 2017

Simone Moore was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Simone to be involved in the community.
Tag(s): supportworld, leadership, community, ITSM, service management, technical support
September 19, 2017

Multilingual support is a growing priority for enterprise service desks.
Tag(s): supportworld, technology, support center
September 14, 2017

With hurricanes ravaging Texas and Florida, and wildfires raging in the west, we wanted to share some insights into disaster recovery so that you can be as well prepared as possible if and when a disaster finds you.
Tag(s): business continuity, disaster recovery, support operations, technical support, supportworld
September 14, 2017

Jeff Rumburg continues his series on KPIs for service and support with a look at agent job satisfaction.
Tag(s): supportworld, metrics and measurements, workforce enablement, training
September 13, 2017

Enterprise service management is not about how smart IT is. It is about enabling other parts of your business to do things in better ways.
Tag(s): supportworld, service management, ITSM, IT service management
September 12, 2017

For technical support organizations, leaving behind a legacy system for newer technology is about providing the type of modern, seamless support users expect.
Tag(s): supportworld, technical support, tools, support center, remote support tools
September 11, 2017

With all the training options available today, how do you decide which is right for you or your team. Which route should you take: virtual, online, or instructor led?
Tag(s): supportworld, training, workforce enablement, certification
September 7, 2017

What skills will support center analysts need as advanced technologies such as machine learning and AI take their places in the businesses we support?
Tag(s): supportworld, technical support, support center, automation
September 6, 2017

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