SupportWorld

Strategy, best practices, people management, professional development, technology, tools, and techniques are just a few of the topics covered by this one-of-a-kind, in-depth magazine for the IT service and technical support industry. You’ll also find informative community news, inspirational company profiles, event listings, training dates and locations, and more.

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The Strategy Issue January/February 2012 Published On: Jan 10, 2012

Welcome to the New Year! HDI launched many new initiatives last year: the HDI Webcast Theater, our virtual webinar environment; the first annual HDI Desktop Support Practices & Salary Report, which captured emerging trends in the desktop support industry; HDI Solution Centers, in-depth portals to support technology solutions; and much more. In 2012, we plan to push the boundaries, so you can expect another dynamic year of firsts. With regard to SupportWorld, we launched our first editorial board in August 2011. It’s an impressive group, bringing together local chapter offi cers, board members, industry icons, and experts on the social IT scene. They’ve been instrumental in helping us develop our 2012 editorial calendar.

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The State of the Industry November/December 2011 Published On: Nov 01, 2011

The IT world as we know it today is not the IT world we knew ten months ago. If you aren’t changing, adapting, growing, and improving, then you’ll be closing your doors and looking for a different line of work! When I see and hear what our members are dealing with today, compared to a year ago, many things are the same: doing more with less, password resets, knowledge management, employee motivation, ITIL processes, etc. But I’m also hearing about the cloud, social media, the environment, making an impact using a multigenerational workforce…the list goes on and on. In this issue, we take a look back at some of the changes we saw in 2011.

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The Service Issue September/October 2011 Published On: Sep 01, 2011

The long, hot summer has finally melted away, but the thick air of economic uncertainty lingers around the world. We still have a job to do, though, and that is to play our roles in building the future, personally and professionally. And if one thing is certain, it’s that we need to do things in completely new ways going forward. You can begin building a new future in your immediate spheres of influence: your customers and your teams. And so, just in time for this year’s celebration of National Customer Service Week, let’s “Refresh. Recharge. Reconnect.”

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The Technology Issue July/August 2011 Published On: Jul 12, 2011

Technology has given us instant gratification, instant answers, instant results…but what has it done to our downtime? Is there such a thing any longer? What is the next evolution of personal and professional technology? What is the future of the support for those technologies? Are we all moving to the cloud? Is your team expected to know immediately how to support the newest technologies, or do you get time to train your team? And on that note, how do you train your team to support the newest gadgets, devices, software, and applications? Is it hands-on training or classroom training? Or do you just google it and teach yourself? The articles in this issue of SupportWorld will give you some insight into current technology trends, as well as tips for sourcing and acquiring new technologies in a rapidly changing environment.

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The Leadership Issue May/June 2011 Published On: May 10, 2011

Whether you’re a natural leader—inspiring others at work, at home, or in community projects—or aspire to become one, you’re bound to find some gems in these pages help you on your way. There are articles on the meaning of leadership, leading a generational workforce, community and corporate leadership, and leading a service desk consolidation. You also find a listing of leadership resources—books, classes, online resources, etc.—in our buyers’ guide. Beyond leadership, you’ll find articles on mobility (the conclusion to Roy Atkinson’s cover story from the March/April issue), service architecture, ITSM and benefits realization, the perils of working alone, and a sneak peek at the 2011 HDI Desktop Support Practices & Salary Report.

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