Leading the technical support field with innovative content from experts around the globe, exclusive research, and strategies for all segments of the industry, HDI's SupportWorld helps you become the expert your support center needs. Here you’ll find information on:

  • Strategy and best practices
  • Service management
  • Technology
  • Workforce enablement
  • Processes and practices

Beyond the archives of valuable content, new articles are released every week.

The Latest from SupportWorld

Too often, organizations oversimplify and understrategize the move to enterprise service management. Here are five things you should do before tackling ESM.
Tag(s): supportworld, service management, business of support, business value
August 23, 2017

Tracking metrics, measures, and KPIs is critical to understanding how your support center is performing.
Tag(s): supportworld, metrics and measurements, KPI
August 22, 2017

With new technology, IT can deliver a service request catalog that’s as innovative as Uber and as automated as a self-driving car.
Tag(s): supportworld, service management, ITSM, service catalog, self-service tools, self-service, automation
August 17, 2017

If your organization has an ITSM tool or suite that hasn’t been updated or replaced in five years, you might be at a disadvantage.
Tag(s): supportworld, service management, ITSM, IT service management, tools
August 16, 2017

The power of benchmarking combined with an understanding of the cause-and-effect relationship of tech support KPIs cannot be overstated.
Tag(s): supportworld, benchmarking, metrics and measurements, support center, service desk
August 15, 2017

In customer support, an insincere apology can make an angry customer angrier. Leslie O’Flahavan offers three tips for writing a heartfelt apology.
Tag(s): supportworld, support center, workforce enablement, customer experience, customer service
August 15, 2017

Continual Service Improvement isn’t a lifecycle stage but, rather, something you do during all stages of the service lifecycle.
Tag(s): supportworld, ITIL, ITSM, IT service management, continual service improvement, service management
August 15, 2017

David Ratcliffe was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates David to be involved in the community.
Tag(s): supportworld, service management, leadership, ITIL, ITSM, IT service management, community
August 15, 2017

Don’t let your service management reporting metrics end up in the trash. Know your audience and report the metrics that matter to them in a timely manner.
Tag(s): supportworld, service management, metrics and measurements, dashboards, business alignment
August 15, 2017

This #HDIchat tackled the topic of creating a successful service portal. Phyllis Drucker joined the twitter chat as our guest expert.
Tag(s): customer experience, service management, supportworld, service catalog, self-service tools, self-service, hdichat
August 15, 2017

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