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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

Even the most empathy-willing analysts will struggle to show empathy when they’re overburdened.
Tag(s): coronavirus, supportworld, workforce enablement, customer experience
April 1, 2020

Now that work from home is a rule, not an exception, how can we continue to deliver high-quality service management in this new normal?
Tag(s): supportworld, service management, customer experience, self-service, SLA, workforce enablement, automation, coronavirus
March 31, 2020

Spending time observing, empathizing, and experiencing customer problems is foundational.
Tag(s): supportworld, coronavirus, customer experience, customer service
March 30, 2020

Customer effort measures how easy it is for your customers to do business with you.
Tag(s): supportworld, customer experience, metrics and measurements
March 26, 2020

Stress in the workplace is prevalent, powerful, and only getting worse. Learning how to deal with it means taking control of your quality of life.
Tag(s): supportworld, workforce enablement, people, coronavirus
March 25, 2020

A primer for how to assemble the team that will guide your business through disasters.
Tag(s): supportworld, service management, business continuity, business continuity planning, disaster recovery, coronavirus
March 24, 2020

It’s time for us to raise the bar for customer experience in IT service and support. Here are the new rules for ITSM in 2020.
Tag(s): supportworld, customer experience, technology, ITSM, service management, coronavirus
March 19, 2020

Learn why a leadership and organizational perspective must be the focus to move the conversation from technology to value.
Tag(s): supportworld, service management, leadership, technology
March 18, 2020

Use these tips to prepare for a situation where your employees might have to work remotely on short notice.
Tag(s): supportworld, workforce enablement, disaster recovery, business continuity planning, business continuity, coronavirus
March 17, 2020

Consider these five ways to integrate cell phones with your service management tool to provide an enhanced employee experience.
Tag(s): supportworld, workforce enablement, ITSM, customer experience, mobile device support
March 12, 2020

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