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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 Process Management Issue May/June 2013 Published On: May 01, 2013

Process-oriented people are integral to any team. We need discipline, standards, and documented processes to avoid chaos, drive consistent service delivery, keep our colleagues productive, and move our businesses forward. But at the same time, we need to avoid rigidity. We shouldn’t be hiding behind processes, using them as excuses to avoid change. Change is constant, and opportunities can be fleeting. So, we need to be flexible, willing to shift our priorities and adapt our processes quickly and creatively to keep ahead of the competition. We hope this issue gets you thinking about processes and process management in new ways.

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The Performance Management Issue March/April 2013 Published On: Mar 01, 2013

Performance management should be an interactive and transparent process. Gone are the days of one-way feedback from manager to employee! Praise your high-performing employees and work with them to set new goals (maybe even stretch goals) so they can continue to exceed expectations. Provide low-performing employees with constructive feedback, coaching, and direction to help them improve their performance and reach their goals. Engage your employees as active participants in this process, and communicate with them openly and often, not just during annual or biannual reviews. Trust your team and empower them; give them control over accountability. And last but definitely not least, have fun!

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The Real-World Support Issue January/February 2013 Published On: Jan 01, 2013

In this issue, your peers share their real-world solutions to challenges you might be facing (or have faced) as well. We invite you to take the discussion to HDIConnect and share your solutions. In that same spirit of sharing, our new feature, “The Daly Interview: CIO Perspectives,” brings technical support directors and CIOs together for conversations about their strategic initiatives and how they’re meeting shared goals.

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The State of the Industry November/December 2012 Published On: Nov 01, 2012

As it has been doing for the past several years, the industry continues to grapple with the pervasive influences of mobile devices, worker mobility, self-service, virtualization, new infrastructure migrations, customer-driven apps, financial constraints, workgroup silos, and talent shortages. HDI invited influential members from across all segments of our community to provide a snapshot of key imperatives that will guide 2013 initiatives. This issue offers a rare glimpse inside technical service and support organizations, spanning healthcare, higher education, government, technology, retail, and law. From Intel and the Department of Defense to Fenwick & West LLP and L.L.Bean, from Wheaton Franciscan Healthcare and the University of New Mexico to Yum! Brands, this composite captures the state of the industry at a grassroots level and identifies some of the pressing concerns and must-do initiatives for 2013.

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The Improvement Issue September/October 2012 Published On: Sep 01, 2012

We're hardly ready for fall. The summer was so exciting, jam-packed as it was with broken records: Wimbledon. Roger Federer. New records. Tour de France. Bradley Wiggins. New records. The Olympics. New records. Achievement everywhere you looked. But you don’t have to be a sports junkie to understand that the young up-and-comers are up and coming. This is no time to get complacent. Seasoned players are always looking for innovative technologies, smarter nutrition plans, coaches with different perspectives, a change-up in practice routines, and a renewed passion for the game. Improvement: That’s the spirit behind this issue of SupportWorld.

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