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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:

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  • Service management
  • Knowledge management
  • Technology
  • Workforce management
  • Customer Experience
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  • Metrics and measurements

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

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The Latest from SupportWorld

 
By migrating from a traditional data center environment to a cloud environment, teams will be able to more easily optimize their workloads using the tools that cloud platforms provide.
Tag(s): best practice, supportworld, cloud
Date Published March 9, 2022 - Last Updated January 20, 2023

 
After a rigorous initial round of competition, we are pleased to announce this year’s finalists. See who made the cut!
Tag(s): best practice, supportworld
Date Published March 8, 2022 - Last Updated January 20, 2023

 
Everyone likes to talk about sustainable IT, but how many CIOs are actively including it as a priority? Here’s what’s holding companies back from investing in sustainability.
Tag(s): supportworld, cloud, cloud computing
Date Published February 24, 2022 - Last Updated January 20, 2023

 
The true test of leadership comes when team members are underperforming. How you approach the underperformer may make all the difference for your organization.
Tag(s): supportworld, leadership, best practice
Date Published February 23, 2022 - Last Updated January 20, 2023

 
The lack of skilled IT workers is hurting the deployment of emerging technology, according to a new survey from Gartner. In areas from cloud to cybersecurity, this crisis is expected to last for years to come.
Tag(s): best practice, supportworld, human resources
Date Published February 16, 2022 - Last Updated January 20, 2023

 
This simple approach challenges us to listen and observe closely to get to the root cause of why things go wrong in IT.
Tag(s): best practice, business intelligence, supportworld
Date Published February 15, 2022 - Last Updated January 20, 2023

 
We often consider ownership an individual responsibility rather than an organizational effort. Here’s why that should change, and how to start the process.
Tag(s): best practice, business intelligence, supportworld
Date Published February 14, 2022 - Last Updated January 20, 2023

 
With so many pieces of hardware and software licenses in use, it’s important to have a reliable way to track each asset through its full life cycle.
Tag(s): supportworld, asset management, best practice
Date Published February 9, 2022 - Last Updated January 20, 2023

 
A December outage that affected mission-critical applications raises questions about the risks of overreliance on a handful of cloud providers.
Tag(s): supportworld, cloud, cloud computing
Date Published February 9, 2022 - Last Updated January 20, 2023

 
A discussion of when’s a good time to look for outside IT help and when is a good time to build up your own capacity.
Tag(s): supportworld, capacity management, contracting
Date Published February 8, 2022 - Last Updated January 20, 2023