Get the latest technical support and service management insights online, in-person, and in your inbox.
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.
Like what you see here? Get SupportWorld delivered to your inbox every week, with tips, tricks, and insights; research reports; and webinars.
Enjoy reading about the topics covered in SupportWorld? Then join us for SupportWorld Live where we will bring together authors and practitioners to lead 80+ sessions on our industry’s most mission-critical topics.
The Latest from SupportWorld
Culture matters now more than ever, as team members are geographically scattered. Communication about company culture must be as clear as possible for the top down, and organizational culture must be refined and reinforced regularly. Here’s how to ensure your company’s culture thrives during...
Date Published October 20, 2020 - Last Updated October 23, 2020
Rapid technological advancements and changing needs are requiring a new way to operate when implementing new projects and fostering change. It takes a steady hand and clear vision to ensure success, as execution is everything for so many of today’s critical business initiatives.
Date Published October 12, 2020 - Last Updated October 20, 2020
One of the toughest things an individual can do at work is to challenge another teammate’s ideas or make process improvement recommendations. Here’s a guide for how to create a dignified and effective process for examining ideas with those who report to you and with those who manage you.
Date Published October 5, 2020 - Last Updated October 20, 2020
Too often, IT improvement initiatives derail because they end up being incremental, have unclear objectives, or are using the wrong metrics. Here’s a case for a “go big or go home” philosophy to continually improving the IT experience for your company.
Date Published October 2, 2020 - Last Updated October 20, 2020
A restaurant kitchen may seem like chaos, and yet it functions well even during surges in demand and unexpected challenges. Adaptability, clear communications, and a commitment to an orderly and efficient process help things run smoothly. Many IT departments could learn a thing or two about this.
Date Published October 1, 2020 - Last Updated October 20, 2020
Data centers have a huge problem - an aging population. Leaders need to find innovative ways to make these fields more attractive so they have a pipeline of resources to backfill this aging population. One way is to think about the process through the lens of potential candidates.
Date Published September 30, 2020 - Last Updated October 20, 2020
Knowledge management requires breaking down long-established silos within the organization. Communicating the “why” of knowledge management in a clear way helps create buy-in among stakeholders. A compelling purpose statement about knowledge management that adheres to the company’s mission can...
Date Published September 24, 2020 - Last Updated September 22, 2020
A real-world example of how something as small as a separate system of service desk support for the C-suite level can cause real inefficiencies.
Date Published September 17, 2020 - Last Updated September 15, 2020
Knowledge is too often hoarded by individuals and teams. To change this will require a clear signal from the top down that good knowledge management is important and a cultural shift across all teams.
Date Published September 16, 2020 - Last Updated August 8, 2022
Too often, ITSM data can accidentally lead you to the wrong conclusions. Here's how to think through the process of what to measure and how to visualize what you've measured.
Date Published September 15, 2020 - Last Updated September 15, 2020