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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

At the MGM Grand in Las Vegas, we handed out 10 awards to those who demonstrated excellence in the IT service and support industry.
Tag(s): supportworld, best practice, hdi conference
May 18, 2022

For one man, finding the HDI community at the beginning of a transition to the IT service and support made all the difference.
Tag(s): supportworld, community, best practice
May 18, 2022

The IT department’s value increases the more it can align with the organization’s values. Here are some suggestions for how to make sure IT feels valued and connected.
Tag(s): supportworld, agile, support models
May 17, 2022

Here is a guide to managing IT work when you want to do everything. The trick? Find ways to keep the conversation going beyond no.
Tag(s): supportworld, agile, support models
May 17, 2022

Toxic behavior, no matter how small, can escalate and create a poor work culture. Here is how to nip smaller issues before they become big ones.
Tag(s): supportworld, community, employee satisfaction
May 16, 2022

Too many believe that these concepts aren’t compatible within the agile framework. Here is a guide for how to make it all work.
Tag(s): supportworld, agile, support models
May 11, 2022

We asked thought leaders in the industry what the future will look like when AI and automation handle much of what is now lower-level ticket requests.
Tag(s): supportworld, IT service management, automation
May 10, 2022

Today’s IT leaders will need a unique set of skills to ensure the well being and effectiveness of the workforce. Here’s how to help them develop those skills.
Tag(s): supportworld, IT service management, workforce enablement
May 9, 2022

If you don’t address the underlying concerns users may have with tech in general, no tech fix will be complete.
Tag(s): supportworld, customer service, employee engagement
May 3, 2022

Good teams don’t just happen; they are cultivated. Here are some concrete steps you can take to grow a great team.
Tag(s): supportworld, employee engagement, motivation
May 3, 2022