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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

 
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

 
The new work environment requires a thoughtful reappraisal of how best to support your team and maintain company culture. Here is what to consider.
Tag(s): communications skills, communications technology, supportworld
May 2, 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, best practice, employee engagement
April 26, 2022

 
Everyone hates to wait for help, but there are a few simple steps IT service and support teams can do to make the end user feel better about the wait.
Tag(s): supportworld, best practice, employee engagement
April 25, 2022

 
Minutes count when things go wrong, and that’s not the time to realize your IT crisis management documentation isn’t what it needs to be.
Tag(s): supportworld, best practice, continuity management
April 20, 2022

 
It turns out that the strategy for supporting a remote and hybrid workforce overlap with best practices for transformative IT organizations.
Tag(s): supportworld, best practice, remote support tools
April 14, 2022

 
Business units are hiring more technology workers than IT departments are hiring. How will this impact IT budgets, CIO influence, and the future of the IT department?
Tag(s): supportworld, best practice, business intelligence
April 14, 2022

 
Don’t just wait for the end-of-training questionnaire to get feedback from your IT service and support trainees. Here are some tips to get as much relevant feedback as possible.
Tag(s): best practice, supportworld, training
April 13, 2022

 
Performance is important, but it’s not enough. Here, an IT service veteran discusses the possibly missing ingredients for advancement.
Tag(s): best practice, business intelligence, supportworld
April 12, 2022

 
Too often, these two concepts don’t mesh together, but they should. Learn the basics and why both are valuable for your organization.
Tag(s): supportworld, ITSM, IT-business alignment
April 6, 2022