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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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- Metrics and measurements
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The Latest from SupportWorld
Consider these insights from business leaders and CIOs as we turn the corner toward the “new normal.”
Date Published July 21, 2020 - Last Updated December 10, 2020
We need great leadership to make any organization not only float but also be successful. But great leaders also need to understand the importance of participation.
Date Published July 16, 2020 - Last Updated December 10, 2020
If you want to measure success in providing high-quality service and support, you need to include feedback from end-users.
Date Published July 15, 2020 - Last Updated December 10, 2020
Whatever we do in regard to change management, it must be adaptive enough for all types of IT changes—not just applications or infrastructure.
Date Published July 14, 2020 - Last Updated December 10, 2020
ITSM departments need to put processes in place to mitigate the risk of real and perceived security threats.
Date Published July 9, 2020 - Last Updated December 10, 2020
Learn how home-based work can contribute to a long-term business continuity strategy for service and support organizations.
Date Published July 8, 2020 - Last Updated December 10, 2020
The service desk as the single point of contact helps enable a stronger shift-left strategy and the delivery of consistent and high-quality customer service.
Date Published July 7, 2020 - Last Updated December 10, 2020
With a skill set that combines technical aptitude with customer service and communication skills, good technical support candidates can be difficult to find.
Date Published July 2, 2020 - Last Updated December 10, 2020
Doug Tedder explores why problem management is so important and presents problem analysis techniques.
Date Published July 1, 2020 - Last Updated December 10, 2020
The industry has rediscovered that technology is not an end unto itself, but that its function is to serve and support people.
Date Published June 30, 2020 - Last Updated December 10, 2020