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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

Collaboration doesn’t happen by itself - it is fostered across the organization. Here is how technology can help an organization facilitate this process.
Tag(s): supportworld, support models, technology
December 13, 2022

A new study examines the factors that help women succeed in the IT workplace, and the barriers that remain to achieve gender equity in the field of computer science.
Tag(s): supportworld, best practice, ethics
November 17, 2022

Conflict is often unavoidable, but how we manage the conflict when it arises is what’s important. Here are some tips to help.
Tag(s): supportworld, best practice, customer satisfaction
November 17, 2022

In preparation for Service Management World in Orlando mid-November, HDI thought leader Doug Rabold reflects on the new landscape of the post-pandemic conference scene.
Tag(s): supportworld, support models, technology
November 8, 2022

Automation can be a game-changer for service management, but only if it is set up with the right information and can react effectively to a dynamic environment.
Tag(s): supportworld, best practice, IT service management
November 7, 2022

Backlogs are the result of operational shortcomings which represent gaps in standard practice, including particularly weak prioritization and teamwork.
Tag(s): supportworld, best practice, IT service management
November 3, 2022

Quality Mindfulness is an approach practiced that delivers a consistent and exceptional customer experience. Here is how to dedicate yourself to this mission.
Tag(s): supportworld, best practice, business of support
November 2, 2022

Here’s why configuration management is critical in a digital world, with an introduction to the ITIL practice of Service Asset and Configuration Management (SACM).
Tag(s): supportworld, best practice, IT service management
October 23, 2022

Recognizing and removing technical barriers in the workplace is critical to workplace inclusivity.
Tag(s): supportworld, best practice, employee satisfaction
October 20, 2022

Old management strategies aren’t enough in this era of mass resignations and increased competition for employees. Here are three cutting-edge strategies to retain your workforce.
Tag(s): supportworld, best practice, people
October 20, 2022