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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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- Knowledge management
- Technology
- Workforce management
- Customer Experience
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- Metrics and measurements
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The Latest from SupportWorld
Assess the capabilities of both your tool and your team to provide service management to the areas of your business that are getting aboard the ESM train.
Date Published October 11, 2017 - Last Updated December 6, 2017
See how Minnesota State University, Mankato is working to nurture a culture around knowledge sharing and gamified training for all support center employees.
Date Published October 10, 2017 - Last Updated December 6, 2017
Value Stream Mapping can be an effective leadership, collaboration, and problem-solving technique, but only if you obey these tips and warning hazards.
Date Published October 4, 2017 - Last Updated December 6, 2017
Patrick Bolger was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Patrick to be involved in the community.
Date Published October 3, 2017 - Last Updated December 6, 2017
With recent events in Las Vegas, Texas, Florida, and the Caribbean, it is ever more important that we serve our communities, in both small and significant ways, to help them recover and thrive.
Date Published October 2, 2017 - Last Updated October 2, 2020
Taking teams from fractured to functional is essential to an organization’s ability to achieve stated goals and meet the expectations of its stakeholders.
Date Published September 29, 2017 - Last Updated December 6, 2017
For success in Enterprise Service Management, IT must understand that other business units have their own vocabularies and many IT terms mean something different.
Date Published September 27, 2017 - Last Updated December 6, 2017
AI and automation allow IT departments to create better customer-supporting solutions.
Date Published September 26, 2017 - Last Updated June 15, 2018
Self-service options empower end users to resolve problems on their own and free up technical support teams to handle more complex issues.
Date Published September 25, 2017 - Last Updated December 6, 2017
Learn how one service desk manager overcame real-world challenges with people, process, and technology to create a high-performing support center.
Date Published September 22, 2017 - Last Updated December 6, 2017