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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
- 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
Julie Mohr was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Julie to be involved in the community.
Date Published November 30, 2017 - Last Updated December 6, 2017
At recent speed-circuit discussion, attendees shared tips and strategies around self-service and paved the way for further conversations.
Date Published November 28, 2017 - Last Updated December 6, 2017
If led, managed, and resourced properly, organizational change management has the power to increase adoption rates and improve utilization of new technology.
Date Published November 22, 2017 - Last Updated August 9, 2018
First level resolution (FLR) is a measure of a service desk’s ability to resolve tickets at Level 1, without having to escalate the ticket to Level 2 or Level 3.
Date Published November 16, 2017 - Last Updated December 6, 2017
Mauricio Corona was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Mauricio to be involved in the community.
Date Published November 14, 2017 - Last Updated December 6, 2017
Did you know workspace analytics can help your support team save hours in productivity? Read to learn how easily you can optimize your service desk!
Date Published November 10, 2017 - Last Updated March 10, 2021
The service management world is at a crossroads. The rate of change is accelerating, and we need to be thinking about our organizations as systems.
Date Published November 9, 2017 - Last Updated December 6, 2017
Effective process design is about engaging the business, understanding their objectives, and translating that knowledge into repeatable processes.
Date Published November 8, 2017 - Last Updated June 15, 2018
KCS is a set of practices for knowledge management that can improve the quality of services, reduce costs, and improve customer satisfaction.
Date Published November 7, 2017 - Last Updated August 22, 2018
Learn how one organization changed the paradigm of conventional IT and put people first instead of ticket metrics to improve service delivery and customer satisfaction.
Date Published November 1, 2017 - Last Updated December 6, 2017