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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

 
Industry experts and practitioners discussed the future of service and support in this one-day virtual summit.
Tag(s): supportworld, coronavirus, customer experience, customer service, desktop support, metrics and measurements, service management, support center, technology, workforce enablement, workforce enablement
May 29, 2020

 
Jeff Rumburg explains why ticket backlog is an important metric to measure, illustrates how to measure it, and suggests some performance targets.
Tag(s): supportworld, metrics and measurements, workforce enablement
May 28, 2020

 
The IT culture we’ve known will not survive in the 2020s. It is up to us whether IT provides the competitive advantage that helps our companies survive.
Tag(s): supportworld, coronavirus, workforce enablement, workforce enablement, technology, culture
May 27, 2020

 
Enterprise Service Management extends the use of service management practices, processes, and tools across business units outside of IT.
Tag(s): service management, supportworld, ITSM, business value
May 26, 2020

 
Multitasking is not helping us do more. It is actually causing us to do less.
Tag(s): supportworld, workforce enablement, leadership
May 21, 2020

 
Consider these technology and management factors to help you build resiliency for your service and support organization.
Tag(s): supportworld, coronavirus, technology, process, workforce enablement, service management
May 20, 2020

 
With competition so high and failure so public, a CSAT program gives your company the data it needs to ensure the customer experience remains positive.
Tag(s): supportworld, customer satisfaction, customer experience, customer-satisfaction-measurement, customer service, metrics and measurements
May 19, 2020

 
Whether we call it a process or a practice, if we aren’t engaged and working together collaboratively, we won’t produce value for the business.
Tag(s): supportworld, service management, ITIL, business value
May 14, 2020

 
Crises and remote work have created the need for greater thoughtfulness, transparency, and communication from service and support leaders.
Tag(s): supportworld, workforce enablement, workforce enablement, leadership, customer experience, coronavirus
May 13, 2020

 
A well-done value stream map helps organizations understand what the customer values and the most efficient way of delivering that value.
Tag(s): supportworld, service desk, continual service improvement, business value, support center, service management, customer experience
May 12, 2020


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