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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:

  • Strategy and best practices
  • Processes and procedures
  • Service management
  • Knowledge management
  • Technology
  • Workforce management
  • Customer Experience
  • Technical support
  • Metrics and measurements

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

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The Latest from SupportWorld

The days of only having to defend a centralized computer system from attack are long over, and IT specialists must adapt. A unified, self-healing security ecosystem that spans across devices, users, and applications can minimize gaps and provide timely and coordinated preventions across the...
Tag(s): supportworld, service quality, service management, best practice, security management
September 13, 2021

There is a temptation to stuff too much information into slide presentations and other training material. Resist it. Keep focused on the training’s objective and what frontline workers absolutely need to know, and make sure the material is accessible to all.
Tag(s): supportworld, service quality, service management, best practice, training
September 9, 2021

It may be difficult to get your organization to throw out waterfall practices and embrace Agile, but that doesn’t mean you have to abandon Agile. Instead, focus on how you can integrate Agile into the existing framework of problem-solving and prove its worth over time.
Tag(s): supportworld, service quality, service management, best practice, agile, support industry, service desk
September 7, 2021

IT teams have long been trying to economize energy consumption in data centers, but they still have a way to go to reduce their carbon footprints. Here are eight approaches that IT can use to further green initiatives, and reduce energy consumption and costs.
Tag(s): supportworld, culture, process-improvement, business of support, business value, infrastructure management, infrastructure change management
September 6, 2021

There is more sensitive data being generated than ever before, and that data is being accessed in many unsecure locations now that our workforces have been dispersed. Here are a few tips for preventing data leakage from a cybersecurity expert.
Tag(s): supportworld, service quality, service management, best practice, security management
September 6, 2021

By not differentiating who needs what kind of access, you expose your organization to greater risk of identity theft and network instructions. Instead, consider using Identity Access Management solutions, which differentiates access based on what is needed.
Tag(s): supportworld, culture, training, process-improvement
September 1, 2021

Too often, IT-based companies have neglected the in-the-moment customer service that is required when things go wrong. That’s because those companies have failed to fully integrate data to allow IT service providers to have all the information at hand when a problem arises.
Tag(s): supportworld, culture, process-improvement, business alignment, business of support, customer experience
August 31, 2021

Executives have priorities that may conflict with agile practices and mindsets. They can play a critical role in empowering agile. But do they? Learn how the problematic personality traits of the C-suite, which can serve a company well, may hinder agile efforts.
Tag(s): supportworld, support industry, service quality, service strategy, agile
August 25, 2021

Metrics are not enough for understanding whether or not your IT service is meeting the needs of your client or organization. Here is a look at a way to get a complete picture of what needs are being met and what is missing from the services provided.
Tag(s): supportworld, support center, support industry, support models, service quality, service support, service strategy, service level agreement
August 24, 2021

An effective, streamlined ITSM-like process can benefit all aspects of your business or organization by creating trackable tickets and actionable timeframes. See how this method, called Enterprise Service Management, can be used in practice to benefit those outside of the IT department.
Tag(s): supportworld, service quality, service management, best practice, customer experience, ITSM
August 23, 2021

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