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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

Knowledge management requires breaking down long-established silos within the organization. Communicating the “why” of knowledge management in a clear way helps create buy-in among stakeholders. A compelling purpose statement about knowledge management that adheres to the company’s mission can...
Tag(s): supportworld, service quality, ITSM, KM, knowledge management, service management, service strategy
September 24, 2020

Customers, either internal or external, are people first. Treat them as such and you will stand a better chance of providing quality service, even when things go wrong. Here are seven tips for IT service professionals to communicate with customers with empathy.
Tag(s): supportworld, culture, service quality, customer experience, customer service, communications skills
September 22, 2020

A real-world example of how something as small as a separate system of service desk support for the C-suite level can cause real inefficiencies.
Tag(s): supportworld, best practice, culture, organizational change management, support models, service quality, service strategy
September 17, 2020

Knowledge is too often hoarded by individuals and teams. To change this will require a clear signal from the top down that good knowledge management is important and a cultural shift across all teams.
Tag(s): supportworld, best practice, culture, knowledge management, KM, organizational change management
September 16, 2020

Too often, ITSM data can accidentally lead you to the wrong conclusions. Here's how to think through the process of what to measure and how to visualize what you've measured.
Tag(s): supportworld, leadership, best practice, business intelligence, dashboards, reporting, reporting-and-analytics
September 15, 2020

The number of women in IT has consistently declined or remained the same since the mid-1990s.
Tag(s): supportworld, workforce enablement, workforce enablement, diversity, business value, leadership
September 10, 2020

Leadership cannot always be totally transparent with every situation, but try to be as forthcoming with information as possible.
Tag(s): supportworld, workforce enablement, leadership
September 9, 2020

Any organization seeking long-term sustained growth must evolve its culture if it wants to move from lean start-up to established leader.
Tag(s): customer experience, workforce enablement, workforce enablement, supportworld
September 8, 2020

Knowing a few coding concepts can go a long way toward helping you get the most from your service management platform.
Tag(s): supportworld, service management, business value, ITSM
September 3, 2020

Take what you learned about business continuity from the current pandemic and apply it to a long-term strategy for your service and support organization.
Tag(s): supportworld, service management, workforce enablement, disaster recovery, business continuity, business continuity planning
September 2, 2020

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