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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
In IT, following the process will reduce the mean time to resolve incidents, which in turn restores services to normalcy in a timely manner.
Date Published November 16, 2016 - Last Updated April 19, 2019
In last week's #HDIchat, participants discussed the metrics that demonstrate the support organization's value to the business.
Date Published November 15, 2016 - Last Updated April 19, 2019
Not all technical support organizations measure employee satisfaction,but the news is mostly good in those organizations that do measure.
Date Published November 15, 2016 - Last Updated April 19, 2019
Where do you spend your time in the support center? If you are a manager and doing too much operational work, you might be neglecting to build a strategy for your team.
Date Published November 10, 2016 - Last Updated December 15, 2016
Conference attendance is a commitment in time and money. So, how do you choose which conference to attend, and how do you ensure you get a good return on your investment?
Date Published November 9, 2016 - Last Updated December 1, 2017
Service desk analysts are like the unsung heroes of information technology. You never hear what a great job they are doing on a day-to-day basis until they make a mistake.
Date Published November 8, 2016 - Last Updated April 19, 2019
In last week's #HDIchat, participants discussed the metrics their organizations track and why.
Date Published November 8, 2016 - Last Updated December 15, 2016
Knowledge management (KM) is a touchy subject in the world of support. Many organizations struggle with it, and far fewer have managed to create a mature KM process.
Date Published November 3, 2016 - Last Updated April 19, 2019
If you manage a service desk, will need to do some hiring, replacing, or backfilling of employees with new hires. When hiring new employees, there are many different routes to getting them on calls.
Date Published November 2, 2016 - Last Updated April 19, 2019
Sooner or later, it happens, even in the best support centers. Anyone in a customer-facing position has come to grips with being contacted by an angry customer.
Date Published October 27, 2016 - Last Updated April 19, 2019