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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:

  • Strategy and best practices
  • Processes and procedures
  • Service management
  • Knowledge management
  • Technology
  • Workforce management
  • Customer Experience
  • Technical support
  • Metrics and measurements

Beyond the archives of valuable content, new articles are released every week.

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The Latest from SupportWorld

Date Published December 2, 2021 - Last Updated January 6, 2023

Getting IT Right: How Automation Impacts the ITSM Value Chain

 

Time is the one thing we can’t make...

Date Published December 2, 2021 - Last Updated January 6, 2023

Date Published December 2, 2021 - Last Updated January 6, 2023

How to Deliver High-Touch, Digital-First Tech Support

 

The pandemic forced a dramatic shift towards digital-first...

Date Published December 2, 2021 - Last Updated January 6, 2023

Are Your IT Service and Support Performance Targets On Target?

 

Despite all the data that service and support leaders have at their fingertips, many fail to establish realistic...

Date Published December 2, 2021 - Last Updated January 6, 2023

Date Published December 2, 2021 - Last Updated January 6, 2023

Ready for the Hybrid Future?: Planning and Preparing to Extend Service Management Beyond IT

 

Date Published December 2, 2021 - Last Updated January 6, 2023


Navigating the Value Stream: Applying ITIL4 to Modern Service Management

 

Accelerate the digital enterprise using the principles of ITIL. ITIL best practices help increase the speed and success of your products and services and enable faster time to value.

In this Date Published December 2, 2021 - Last Updated December 13, 2021


Why Courage Matters in IT Management

A lifelong quest to find the universal values all humans seek out leads an IT manager to understand the importance of taking the hard stances to best support a team or a company. Here’s why he thinks courage might be the most important trait in this industry.
Date Published November 22, 2021 - Last Updated January 20, 2023

Use Tech to Improve the Authentication Process

Authentication is necessary, but it shouldn’t come at the cost of the customer experience, and too often customers rebel at being questioned. Automated authentication tools may be the rare instance when tech can help avoid a pitfall in interactions with customers.
Date Published November 19, 2021 - Last Updated January 20, 2023