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Beyond the archives of valuable content, new articles are released every week.
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The Latest from SupportWorld
Discover five key insights from HDI's "State of Tech Support in 2025" report. From AI integration to economic challenges, learn how tech support organizations are navigating disruptions, improving service quality, and prioritizing employee morale.
Date Published July 2, 2025 - Last Updated January 7, 2026
MythBusters: We Created Shadow IT. Not out of malice—but out of inflexibility. By making it hard to get what teams need, we forced workarounds. Shadow IT is not a rebellion; it is a signal. It is time to fix the systems that broke trust, and lead with clarity, ownership, and human connection.
Date Published July 1, 2025 - Last Updated January 7, 2026
Recurring IT issues? These six root cause analysis techniques can help your Service Desk take the lead in preventing outages and improving uptime.
Date Published June 25, 2025 - Last Updated January 7, 2026
AI isn’t going away — but neither are the humans behind it. Susan Smith shares her journey from “other duties as assigned” to human-in-the-loop leadership.
Date Published June 24, 2025 - Last Updated January 7, 2026
Building great IT leaders takes more than luck — it takes intention. This post breaks down key talent strategies to develop and retain your future tech leaders.
Date Published June 18, 2025 - Last Updated January 7, 2026
Stars and smileys won’t move the needle. Here’s how to collect actionable feedback that improves service and builds trust with your customers and analysts alike.
Date Published June 17, 2025 - Last Updated January 7, 2026
Unlock your service desk’s full potential. Learn how to transform it from a reactive support function into a strategic asset that drives business value.
Date Published June 16, 2025 - Last Updated January 7, 2026
This is not another "Top 5 Sessions" type of list – these are the five moments that challenged me during SupportWorld Live 2025. Can they do the same for you?
Date Published June 10, 2025 - Last Updated January 7, 2026
Great service desks run in sync. Learn how clear roles, real-time feedback, and thoughtful leadership drive efficiency, culture, and customer outcomes.
Date Published June 9, 2025 - Last Updated January 7, 2026
This summer, take advantage of HDI’s hottest training deals yet — including 15% off single courses and BOGO 50% off pairs. Whether you're upskilling solo or empowering your team, these limited-time savings make it easy to invest in what’s next.
Date Published June 4, 2025 - Last Updated January 7, 2026