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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
Boost your IT career by implementing a Lean Continual Service Improvement (CSI) program for your Service Desk. Learn how to identify waste, streamline processes, and drive measurable improvements for better efficiency and customer satisfaction.
Date Published February 24, 2025 - Last Updated February 24, 2025
IT and business alignment, AI-driven leadership, and digital transformation—HDI Top 25 Thought Leader Anthony Orr shares insights on the future of IT leadership, emerging trends, and the skills professionals need to thrive.
Date Published February 20, 2025 - Last Updated February 21, 2025
Explore the key lessons from Gilbert Brucken’s journey into AI for the service desk, including virtual agents, internal AI tools, cost considerations, and security best practices.
Date Published February 19, 2025 - Last Updated February 19, 2025
Success in IT support isn't about luck—it’s about preparation. Discover eight proven strategies to advance your career, from building skills and networking to embracing feedback and seizing opportunities.
Date Published February 18, 2025 - Last Updated February 18, 2025
Networking, knowledge sharing, and career advancement: Explore the power of HDI Local Chapters. Four members reveal how this community has helped them grow professionally and personally. Find your chapter!
Date Published February 13, 2025 - Last Updated February 13, 2025
Discover practical tips to fast-track your IT career by enhancing both technical and soft skills. Learn how to improve hardware, software, and network knowledge while mastering essential soft skills like communication and adaptability.
Date Published February 11, 2025 - Last Updated February 11, 2025
Software, hardware, SaaS, cloud, peripherals… Check out the three questions you need to ask about your IT assets to decide whether to track them (or not).
Date Published February 10, 2025 - Last Updated February 10, 2025
Explore the 2025 HDI Global Service and Support Awards finalists, showcasing top talent and innovation in service management. Winners will be announced May 21 at SupportWorld Live in Las Vegas.
Date Published February 6, 2025 - Last Updated February 11, 2025
Discover Jeff Rumburg’s expert advice on IT support success, including key metrics to track, surprising AI trends, and the importance of turning data into actionable insights.
Date Published February 5, 2025 - Last Updated February 5, 2025
Discover the evolution from Generative AI to Agentic AI in IT support. Learn how Agentic AI acts independently, enabling seamless task execution, and why it’s the future of technology support.
Date Published February 4, 2025 - Last Updated February 4, 2025