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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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The Latest from SupportWorld
Metrics help us staff at the correct levels, show that we’ve improved (or not), and help keep us on track…when they are used properly.
Date Published April 5, 2017 - Last Updated December 6, 2017
There is hope for problem management to be proactive by marrying problem management with knowledge management/knowledge sharing practices.
Date Published March 30, 2017 - Last Updated December 6, 2017
In training, you can guide learners’ attention to what is most important by using repetition, telling stories, asking questions, and creating relevant hands-on activities.
Date Published March 29, 2017 - Last Updated December 6, 2017
Problem management is supposed to help identify and remediate the underlying causes of unplanned interruptions (incidents) to services.
Date Published March 27, 2017 - Last Updated April 19, 2019
In order for support organizations to be truly successful, ticket documentation should be an every time event, not a sometimes event.
Date Published March 23, 2017 - Last Updated December 6, 2017
SLAs establish a minimum level of service a tech support organization will provide to customers.
Date Published March 22, 2017 - Last Updated December 6, 2017
We often hear about the skills drought in IT and how difficult it is to find qualified staff. Follow these steps to improve your chances of finding the right candidate.
Date Published March 21, 2017 - Last Updated December 6, 2017
The computer is meant to serve the person, not the other way around. The purpose of technical service and support is to restore the assistance technology offers.
Date Published March 16, 2017 - Last Updated December 6, 2017
Coaching is a critical strategy for the implementation and ongoing health of the knowledge base.
Date Published March 15, 2017 - Last Updated August 15, 2018
From tax law to setting up new accounts, automation is finding its role in IT. Have you automated any processes?
Date Published March 9, 2017 - Last Updated December 6, 2017