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

Problem management is supposed to help identify and remediate the underlying causes of unplanned interruptions (incidents) to services.
Tag(s): supportworld, problem management, service management, support center, hdichat

In order for support organizations to be truly successful, ticket documentation should be an every time event, not a sometimes event.
Tag(s): supportworld, service management, support center, training, business value

SLAs establish a minimum level of service a tech support organization will provide to customers.
Tag(s): supportworld, SLA, service level agreement, service management, support center

This primer seeks to help IT organizations evolve their service and support models to optimize the value of the cloud and mobility.
Tag(s): supportworld, service management, mobility, cloud, cloud computing

We often hear about the skills drought in IT and how difficult it is to find qualified staff. Follow these steps to improve your chances of finding the right candidate.
Tag(s): supportworld, support center, workforce enablement, human resources, people, service desk, job descriptions

The computer is meant to serve the person, not the other way around. The purpose of technical service and support is to restore the assistance technology offers.
Tag(s): supportworld, desktop support, support center, business value, customer service

Coaching is a critical strategy for the implementation and ongoing health of the knowledge base.
Tag(s): supportworld, workforce enablement, service management, KCS, knowledge management, coaching

In customer support, an insincere apology can make an angry customer angrier. Leslie OFlahavan offers three tips for writing a heartfelt apology.
Tag(s): supportworld, support center, workforce enablement, customer experience, customer service

From tax law to setting up new accounts, automation is finding its role in IT. Have you automated any processes?
Tag(s): supportworld, service management, technology, hdichat, automation

When Elon University decided to implement change management, the biggest problem was getting stakeholders on board with the process.
Tag(s): supportworld, service management, ITSM, ITIL, IT service management, change management

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