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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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- Processes and procedures
- 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
Discover the evolution from Generative AI to Agentic AI in IT support. Learn how Agentic AI acts independently, enabling seamless task execution, and why it’s the future of technology support.
Date Published February 4, 2025 - Last Updated January 7, 2026
Discover why humanizing the service desk is essential for building trust, enhancing consumer experiences, and empowering both agents and customers to create meaningful connections
Date Published February 3, 2025 - Last Updated January 7, 2026
Explore insights from ITSM thought leader David Barrow on career development, mentoring, and fostering innovation in service management.
Date Published January 31, 2025 - Last Updated January 7, 2026
Discover strategies for overcoming team challenges and driving success by leveraging the Tuckman Model for group development.
Date Published January 30, 2025 - Last Updated January 7, 2026
Discover a practical framework for IT skill development, including setting learning goals, delivering presentations, and reinforcing knowledge. Explore strategies to overcome challenges like time constraints and resource limitations while fostering a culture of continuous learning and growth.
Date Published January 28, 2025 - Last Updated January 7, 2026
Meet HDI's 2025 Top 25 Thought Leaders shaping the future of IT support and service management. Celebrate their innovation, leadership, and impact on the industry!
Date Published January 27, 2025 - Last Updated January 7, 2026
Soft skills like leadership, adaptability, collaboration, and communication are vital for long-term success in IT support—learn how to sharpen yours today!
Date Published January 22, 2025 - Last Updated January 7, 2026
From upgrading your self-service portal to investing in technology onboarding and peer collaboration, discover actionable goals to enhance your support infrastructure and meet evolving customer needs.
Date Published January 21, 2025 - Last Updated January 7, 2026
Take charge of your career in 2025 with these expert tips on mapping your path, building skills, and making intentional choices to achieve your goals.
Date Published January 15, 2025 - Last Updated January 7, 2026
Power skills aren’t optional—they’re essential. Learn how mastering communication, empathy, and adaptability can elevate your IT career from good to great. Discover actionable tips to develop these game-changing skills today!
Date Published January 13, 2025 - Last Updated January 7, 2026