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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
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The Latest from SupportWorld
Having a customer satisfaction survey doesn’t mean you have insight into what frustrates your customers.
Date Published August 1, 2019 - Last Updated February 4, 2020
Jeff Rumburg shares a case study that calculates the ROI for a particular support organization.
Date Published July 31, 2019 - Last Updated December 17, 2019
If you want it to remain relevant, your business must become digital. This means that understanding which technologies align with your strategy is critical.
Date Published July 30, 2019 - Last Updated December 17, 2019
On the service desk, you can take deliberate steps to get your team focused on the mission and passionate about the business.
Date Published July 25, 2019 - Last Updated December 17, 2019
The goal of change management is to control risk and minimize disruption to associated IT services and business operations. The implementation can be challenging. But it can be done.
Date Published July 24, 2019 - Last Updated December 17, 2019
Getting a good knowledge management program running and maintaining its momentum requires commitment, investment, learning, and sustained effort.
Date Published July 23, 2019 - Last Updated December 17, 2019
Learn how to improve performance and adoption of problem management for your organization.
Date Published July 18, 2019 - Last Updated December 17, 2019
Harness the power of chatbots to offload simple support questions and scale your service desk operations.
Date Published July 17, 2019 - Last Updated December 17, 2019
Borrowing from Lean principles, you can give your ITSM processes and technologies a routine dusting and set your service desk up for success.
Date Published July 16, 2019 - Last Updated December 17, 2019
Learn how to make IT fun again with gamification.
Date Published July 10, 2019 - Last Updated December 17, 2019