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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

 
With an influx of new hires, it’s essential to find ways to flatten the learning curve. Tightening up your knowledge management can help.
Tag(s): best practice, supportworld, knowledge management
September 20, 2022

 
Now that customer experience is the differentiator in the IT service business landscape, it’s time to make sure we are paying attention to the micro-moments of the customer journey.
Tag(s): best practice, business intelligence, supportworld
September 19, 2022

 
Too often, IT is expected to add new technology to tackle challenges. HDI 2022 Featured Contributor Don Varela argues that sometimes, we can do more with less.
Tag(s): supportworld, best practice, IT service management
September 14, 2022

 
Here’s an overview of the most-important metrics for measuring success in this field. Take a look and see which to emphasize in your organization.
Tag(s): best practice, supportworld, continual service improvement
September 14, 2022

 
Too often, service catalog use erodes over time. Here is how to revitalize the catalog and ensure it is being used as the first step by end users who need help.
Tag(s): supportworld, leadership, best practice
September 13, 2022

 
Why are so many of us good at achieving work-related goals and not personal ones? It might be because we’re not strategizing in the same way. Here are some suggestions.
Tag(s): best practice, tools, motivation, supportworld
September 12, 2022

 
An IT service veteran weighs the pros and cons of investing resources into this hot, new technology, and feels the picture for the road ahead may not be fleshed out in 3D.
Tag(s): best practice, business intelligence, business of support, change management, customer experience, supportworld
September 7, 2022

 
In this IndustryVoices piece, Venkat Balasubramanian, Vice President of Product Management at Freshworks discusses how industries can best integrate automation in the future of IT service.
Tag(s): supportworld, culture, automation
August 31, 2022

 
Too often, IT’s work is done behind the scenes, and is only noticeable when things go wrong. Here is how to change that.
Tag(s): supportworld, culture, employee engagement
August 31, 2022

 
For true transformative change to take hold, it requires a fundamental redefinition of what IT service management is. Also, it’s not a one-and-done process.
Tag(s): supportworld, technology, automation
August 30, 2022