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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

A conversation with Rocky McGuire, a Unisys experience manager who serves on the HDI Strategic Advisory Board.
Tag(s): supportworld, support models, technology
April 12, 2023

We ask a few questions of Pete McGarahan, an IT service and support veteran and a member of the HDI Strategic Advisory Board.
Tag(s): supportworld, support models, best practice
April 4, 2023

We can only solve an incident if we have the right information, which makes it vital that your organization can verify its system data is legit.
Tag(s): supportworld, support models, best practice
April 4, 2023

A look at Service Level Agreements and other instruments for ensuring goals are met in IT service.
Tag(s): supportworld, support models, technology
April 3, 2023

After working on integrating a generative AI tool into his organization’s service desk operation, Moe Suliman contemplates how such a tool would describe its attributes.
Tag(s): supportworld, automation, technology
March 30, 2023

In a preview of a Supportworld Live session, HDI Featured Contributor Mike Hanson describes how he and others at PSCU improved their IT service operation.
Tag(s): supportworld, support models, desktop support
March 29, 2023

HDI Featured Contributor Doug Rabold describes a scenario many of us have gone through, and what steps to take afterwards.
Tag(s): supportworld, support models, best practice
March 28, 2023

Here’s a deep dive into the strategy behind managing the conflict and emotions of heated moments and contentious relationships.
Tag(s): supportworld, communications skills, customer experience
March 22, 2023

We talk about how to have a meaningful, long-lasting relationship with IT service and support clients by utilizing this important metric.
Tag(s): supportworld, support models, service level agreement
March 21, 2023

Here are some simple strategies for coping with the new normal in the IT service and support workplace.
Tag(s): supportworld, best practice, leadership
March 20, 2023