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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
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- Metrics and measurements
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The Latest from SupportWorld
In last week's #HDIchat, we asked participants how cloud adoption has changed support.
Date Published August 2, 2016 - Last Updated December 15, 2016
The best leaders are those who know how to guide their followers, helping them understand what's in it for them.
Date Published July 29, 2016 - Last Updated December 15, 2016
If you are not measuring incidents and service requests separately, start doing it. It’s a big step on the road to better support and service management.
Date Published July 28, 2016 - Last Updated December 15, 2016
Backlog is important to both the service provider and its customers and supplies. A clear definition is essential to avoiding miscommunication.
Date Published July 22, 2016 - Last Updated December 15, 2016
Loss of trust can mean lost revenue. But with a few simple changes, you can reap all of the benefits that a high trust organization enjoys.
Date Published July 20, 2016 - Last Updated December 15, 2016
Last week's #HDIchat featured some truth-telling about project management, from single project focus to multiple simultaneous upgrades and changes.
Date Published July 19, 2016 - Last Updated December 15, 2016
Last week's #HDIchat featured some truth-telling about reporting and explored getting what you ask for in your RFP for a ticketing or ITSM tool. How does your organization measure up?
Date Published July 19, 2016 - Last Updated December 15, 2016
KCS is a methodology that incorporates knowledge as a key component for service delivery and includes specific elements to follow for success.
Date Published July 17, 2016 - Last Updated December 15, 2016
IT organizations spend considerable time, money, and energy on incident management, but what you should be investing your resources in is what customers want: incident resolution.
Date Published July 15, 2016 - Last Updated December 15, 2016
In last week's #HDIchat, we asked you to share your organization's position on analyst independence: Are your analysts required to use scripts? Do you measure adherence to scripts or guidelines? Do you monitor quality? How have these practices made a difference in your organization?
Date Published July 5, 2016 - Last Updated December 15, 2016