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

As one of HDI’s Top 25 Thought Leaders, service management expert Greg Sanker shares what motivates him to be involved in the community.
Tag(s): supportworld, service management, ITSM, IT service management
September 5, 2017

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
August 31, 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
August 31, 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
August 30, 2017

Mix things up and use a variety of training delivery methods to keep participants engaged.
Tag(s): supportworld, training, workforce enablement
August 29, 2017

Change management process design and execution depend on a number of factors. Here are some of the do’s and don’ts for success.
Tag(s): supportworld, ITIL, IT service management, service management, change management, process
August 24, 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
August 23, 2017

Tracking metrics, measures, and KPIs is critical to understanding how your support center is performing.
Tag(s): supportworld, metrics and measurements, KPI
August 22, 2017

With new technology, IT can deliver a service request catalog that’s as innovative as Uber and as automated as a self-driving car.
Tag(s): supportworld, service management, ITSM, service catalog, self-service tools, self-service, automation
August 17, 2017

If your organization has an ITSM tool or suite that hasn’t been updated or replaced in five years, you might be at a disadvantage.
Tag(s): supportworld, service management, ITSM, IT service management, tools
August 16, 2017

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