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
Is your support organization able to provide consistent service and deliver business value? If not, perhaps it’s time for an improvement initiative.
Date Published July 25, 2018 - Last Updated December 13, 2018
How to design service portals and service catalogs so people will use them.
Date Published July 24, 2018 - Last Updated December 13, 2018
The technical environment is getting more complex and diversified, and the demands put on the support center increase daily.
Date Published July 18, 2018 - Last Updated December 13, 2018
Learn the five barometers of winning team cultures and the four components to turn a team’s culture around.
Date Published July 17, 2018 - Last Updated December 13, 2018
Use lessons learned from the cloud to optimize service management.
Date Published July 12, 2018 - Last Updated December 13, 2018
Jeff Rumburg explores the cause-and-effect relationships between desktop support KPIs.
Date Published July 11, 2018 - Last Updated December 13, 2018
If individuals are in the wrong roles or have moved past their usefulness in a role, the processes and procedures we have so carefully aligned can fail.
Date Published July 10, 2018 - Last Updated December 13, 2018
It’s one thing to define and collect measures for the service desk. It is completely another thing to identify and collect the right measures.
Date Published July 5, 2018 - Last Updated December 13, 2018
Many service management professionals struggle with designing a service portal from the customer’s standpoint.
Date Published July 3, 2018 - Last Updated December 13, 2018
More than one-third of organizations identify “managing an increased workload with existing staff” as their primary challenge, according to a recent survey of support organizations conducted by HDI. Compounding this challenge is the growing complexity of the modern...
Date Published June 27, 2018 - Last Updated September 24, 2021