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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
Mike Hanson shares tactics and leadership lessons gained from evolving the desktop support model to a more scalable approach.
Date Published January 16, 2018 - Last Updated December 13, 2018
Learn how knowledge management in the support center helps workforce managers satisfy the needs of the business and the customers they serve.
Date Published January 11, 2018 - Last Updated December 13, 2018
Think about the challenges your service desk faces and find the roadblocks that prevent you from adding value to the business.
Date Published January 5, 2018 - Last Updated December 13, 2018
Conducting an employee engagement survey for your service desk is a good start. The next step is to deliver value based on the results.
Date Published January 4, 2018 - Last Updated December 13, 2018
Technical support is not going away anytime soon…
Date Published December 28, 2017 - Last Updated December 20, 2017
Service management frameworks are guidelines that you can adapt to the needs of your organization.
Date Published December 20, 2017 - Last Updated December 15, 2017
Today’s service management tools make it easy to publish dashboards showing the current state of IT service and support. But the tendency is to overdo things a bit…
Date Published December 19, 2017 - Last Updated December 18, 2017
After a major software outage, one IT organization developed a major incident management process. Learn how they improved response time, incident handling, and communication.
Date Published December 14, 2017 - Last Updated April 19, 2019
It’s time to look to the year ahead and decide where to invest in training for your service and support team.
Date Published December 12, 2017 - Last Updated December 8, 2017
Who has made an impact on the technical support industry? Help us put together the list of HDI’s Top 25 Thought Leaders in Technical Support and Service Management.
Date Published December 7, 2017 - Last Updated December 12, 2017