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

First level resolution (FLR) is a measure of a service desk’s ability to resolve tickets at Level 1, without having to escalate the ticket to Level 2 or Level 3.
Tag(s): supportworld, metrics and measurements, first call resolution
November 16, 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
November 15, 2017

Follow these five steps to build a service portal that enhances your business operations and provides cost savings.
Tag(s): supportworld, service management, self-service, support center
November 15, 2017

Too often, organizations oversimplify and understrategize the move to enterprise service management. Here are five things you should do before tackling ESM.
Tag(s): supportworld, service management, business of support, business value
November 15, 2017

Assessing your need for cultural change is the number one thing you are not doing in your plan to move to enterprise service management (ESM).
Tag(s): supportworld, service management, culture
November 15, 2017

Mauricio Corona was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Mauricio to be involved in the community.
Tag(s): supportworld, service management, ITSM, it governance, risk management
November 14, 2017

The service management world is at a crossroads. The rate of change is accelerating, and we need to be thinking about our organizations as systems.
Tag(s): supportworld, automation, service management, ITSM, culture
November 9, 2017

Effective process design is about engaging the business, understanding their objectives, and translating that knowledge into repeatable processes.
Tag(s): supportworld, service management, process, ITSM
November 8, 2017

KCS is a set of practices for knowledge management that can improve the quality of services, reduce costs, and improve customer satisfaction.
Tag(s): supportworld, service management, knowledge management, KCS
November 7, 2017

Learn how one organization changed the paradigm of conventional IT and put people first instead of ticket metrics to improve service delivery and customer satisfaction.
Tag(s): supportworld, customer experience, customer satisfaction, IT service management, ITSM, metrics and measurements
November 1, 2017

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