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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

There are two key ingredients to successfully entering a new market abroad - a deep cultural understanding and a commitment to the core of your organization. Here is an argument for why both are so important to success, both locally and globally.
Tag(s): supportworld, service quality, service management, best practice
June 14, 2021

Here is a way to assess your mission statement to ensure it acts as a north star to good outcomes for both your organization and your customers. Here, we also provide criteria for a solid mission statement. Take the quiz and see where you land.
Tag(s): supportworld, service management, business of support, community, culture, employee engagement
June 10, 2021

We ask five questions of NJ Robinson, who serves as Deputy Director of the 794th Communications Squadron of the United States Air Force. He suggests that flexibility and soft skills are keys for longevity and success in the IT service and support industries.
Tag(s): supportworld, service management, business of support, community, culture, employee engagement
June 9, 2021

The world of IT is constantly evolving and with it, IT positions. However, there's no one path that will suit all organizations. Here, IT thought leaders share how they think the titles and roles will evolve in the near future.
Tag(s): supportworld, service management, business of support, community, culture, employee engagement
June 8, 2021

At a time when budgets are being stretched thin, the needs for 24/7 IT services is growing. Managed IT services may help bridge the gap between what is needed and what is affordable for many small- or mid-sized businesses.
Tag(s): supportworld, best practice, business alignment, business of support, business value, capacity management
June 3, 2021

Organizations must overcome the limitations of VPNs to become true digital businesses and rethink how they can better support and secure their remote workforce. Here is the argument as to why from a chief security officer, and tips for how to do it.
Tag(s): supportworld, best practice, cloud, cloud computing, security management, virtual work, virtual support tools
June 2, 2021

Experts predicted that it would take some time for the industry to adopt cloud technology because of initial limitations, but all that has changed as the capabilities have become scalable to meet differing needs. Best-of-breed capabilities, customizable user interface, availability, and...
Tag(s): supportworld, best practice, cloud, cloud computing
June 1, 2021

We group 10 great columns from Jeff Rumburg of MetricNet that examine some of the key performance indicators of the IT service and support industry. Each column can serve as a great introduction or refresher of the way we measure how the job gets done.
Tag(s): supportworld, service quality, service management, best practice, metrics and measurements
May 26, 2021

We ask five questions of Lisa Kemp Jones, who leads the Customer Engagement unit of IT Services at UCLA and is part of HDI’s Strategic Advisory Board. She recommends keeping your eyes, ears, and mind open at every stage in your career.
Tag(s): supportworld, service quality, best practice
May 25, 2021

The benefits of microshifts can reach far beyond maintaining staffing levels. The practice can be utilized as a way to build up goodwill and create a sense of mission among employees, and can even help expose your future leadership to new parts of the organization.
Tag(s): supportworld, culture, workforce enablement, staffing, scheduling
May 24, 2021

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