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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
Discover key leadership lessons from a viral Coldplay concert moment that united the world in July 2025, highlighting the impact of choices, humanity, and trust.
Date Published August 5, 2025 - Last Updated January 7, 2026
Discover how AI and Enterprise Service Management (ESM) are transforming ITSM to create unified employee experiences, boosting productivity and engagement.
Date Published August 4, 2025 - Last Updated January 7, 2026
Date Published August 1, 2025 - Last Updated January 7, 2026
Master Problem Management with these 4 steps. Learn how to identify issues, formalize processes, build adoption, and secure leadership buy-in for success.
Date Published July 28, 2025 - Last Updated January 7, 2026
Mission, vision, and goals (MVG) are vital for organizational success. Learn how MVG clarity impacts service desk performance, collaboration, and business strategy.
Date Published July 22, 2025 - Last Updated January 7, 2026
Discover how DevOps principles like collaboration, automation, and feedback can transform traditional IT organizations for smoother workflows and resilient systems.
Date Published July 21, 2025 - Last Updated January 7, 2026
Confidence, not arrogance, defines the best support agents. Discover how self-assured troubleshooting builds trust, handles challenges, and resolves issues effectively.
Date Published July 15, 2025 - Last Updated January 7, 2026
Discover two powerful ways technology professionals can combat burnout and refill their cup: build meaningful connections and reflect on their journey.
Date Published July 14, 2025 - Last Updated January 7, 2026
Discover how agentic AI and the Knowledge-Centered Service (KCS) framework can work together to transform IT support. Learn how to establish a source of truth, scale validated solutions, and integrate AI responsibly to enhance processes, empower teams, and deliver value.
Date Published July 8, 2025 - Last Updated January 7, 2026
Discover HDI’s Rising Stars program, celebrating early-career professionals shaping the future of IT service and support. Nominate a Rising Star today!
Date Published July 7, 2025 - Last Updated January 7, 2026