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Leading the technical support field with tips and insights from experts around the globe, exclusive research, and strategies for all segments of the industry, HDI's SupportWorld helps you become the expert in technical support and service management. Here you’ll find information on:

  • Strategy and best practices
  • Processes and procedures
  • Service management
  • Knowledge management
  • Technology
  • Workforce management
  • Customer Experience
  • Technical support
  • Metrics and measurements

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

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The Latest from SupportWorld

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Discover five key insights from HDI's "State of Tech Support in 2025" report. From AI...

MythBusters: We Created Shadow IT. Now Let Us Fix the Dark Threat.
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MythBusters: We Created Shadow IT. Not out of malice—but out of inflexibility. By...

6 techniques to get to the root cause of an IT outage
June 25, 2025

Recurring IT issues? These six root cause analysis techniques can help your Service...