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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

 
How you label your tickets can determine what tickets remain in limbo. Here is a way to analyze your ticket labeling process.
Tag(s): supportworld, support models, technology
January 5, 2023

 
With the exponential growth of the use of cloud services, there have been a growing number of questions for how to maintain service with cloud solutions. Here, April Miller explores several concerns.
Tag(s): supportworld, support models, cloud
January 4, 2023

 
How you manage vendor relationships may make all the difference in CX. Here are some practical suggestions for how to maintain the right focus in the process.
Tag(s): supportworld, support models, technology
January 3, 2023

 
We share the IT service and support articles that resonated most with our readers. See which ones made the list.
Tag(s): best practice, supportworld
December 21, 2022

 
Sometimes, visionaries can get in their own way when they try to take control of an established IT organization. ITSM veteran Peter McGarahan shares three lessons.
Tag(s): supportworld, best practice, IT service management
December 21, 2022

 
A leader can’t lead if followers won’t follow, or if all the followers are fired. Here is how Elon Musk made a mistake in ignoring EX.
Tag(s): supportworld, best practice, IT service management
December 21, 2022

 
With input from our community poll, we celebrate those who have done great work to build the collective knowledge base of the IT service and support industries.
Tag(s): best practice, supportworld
December 21, 2022

 
See the IT service and support industry leaders who have agreed to contribute to our blog and help others grow in this ever-changing field.
Tag(s): supportworld, best practice, service strategy
December 19, 2022

 
Veteran IT service consultant Doug Rabold says that Musk may have a track record of leveling up startups. Twitter is not a startup, and Musk needs a different blueprint.
Tag(s): supportworld, best practice, service strategy
December 14, 2022

 
Change management expert Karen Ferris believes Musk’s missteps offer object lessons on what not to do when taking the reins of an organization.
Tag(s): supportworld, best practice, employee satisfaction
December 13, 2022