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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

An imagined take at what a nation of the service desk industry would look like and what rules would make up its constitution.
Tag(s): supportworld, support models, technology
May 2, 2023

In this Q&A, HDI Strategic Advisory Board member Marni Casanova offers advice on turning challenges into opportunities.
Tag(s): supportworld, best practice, change management
May 1, 2023

Too often, IT orgs mislabel other metrics and offerings as SLAs. Here is why that can muddy the waters.
Tag(s): supportworld, support models, service level agreement
April 26, 2023

It’s about restoring the trust that has been broken. Terry White of Omdia discusses how to unpack this important concept.
Tag(s): supportworld, support models, technology
April 25, 2023

In this Q&A, Roy Atkinson shares his perspectives on how success in the IT-industry still depends on our connections with others, despite tech advances.
Tag(s): supportworld, support models, technology
April 25, 2023

The only way to ensure IT service is to track the data. The only way to ensure you have the data is to encourage your team to take the time to document their actions.
Tag(s): supportworld, support models, technology
April 19, 2023

We ask HDI thought leaders and featured contributors their thoughts on how to uncover the best candidates.
Tag(s): supportworld, human resources, workforce enablement
April 18, 2023

Creating a positive environment for employees is now a must-have item, even for businesses that focus on experience management.
Tag(s): supportworld, employee satisfaction, employee engagement
April 17, 2023

Planning can make all the difference to set up your new hires for success. Here are some ideas to consider.
Tag(s): supportworld, training, employee engagement
April 12, 2023

We crave stability, but need to continuously improve to succeed in a dynamic environment. Here are tips for how to do it.
Tag(s): supportworld, support models, change management
April 12, 2023