Leading the technical support field with innovative content from experts around the globe, exclusive research, and strategies for all segments of the industry, HDI's SupportWorld helps you become the expert your support center needs. Here you’ll find information on:

  • Strategy and best practices
  • Service management
  • Technology
  • Workforce enablement
  • Processes and practices

Beyond the archives of valuable content, new articles are released every week.

The Latest from SupportWorld

Jeff Rumburg shares a case study that calculates the ROI for a particular support organization.
Tag(s): supportworld, metrics and measurements, business value, ROI
July 31, 2019

If you want it to remain relevant, your business must become digital. This means that understanding which technologies align with your strategy is critical.
Tag(s): supportworld, technology, service management, support center
July 30, 2019

On the service desk, you can take deliberate steps to get your team focused on the mission and passionate about the business.
Tag(s): workforce enablement, supportworld, support center, teamwork, team building, leadership
July 25, 2019

The goal of change management is to control risk and minimize disruption to associated IT services and business operations. The implementation can be challenging. But it can be done.
Tag(s): supportworld, service management, ITSM, change management
July 24, 2019

Getting a good knowledge management program running and maintaining its momentum requires commitment, investment, learning, and sustained effort.
Tag(s): supportworld, service management, knowledge management, KM, KCS, customer experience
July 23, 2019

Learn how to improve performance and adoption of problem management for your organization.
Tag(s): supportworld, service management, service desk, problem management, incident management
July 18, 2019

Harness the power of chatbots to offload simple support questions and scale your service desk operations.
Tag(s): supportworld, service management, support center, knowledge management, chat
July 17, 2019

Borrowing from Lean principles, you can give your ITSM processes and technologies a routine dusting and set your service desk up for success.
Tag(s): supportworld, service management, ITSM, lean
July 16, 2019

Learn how to make IT fun again with gamification.
Tag(s): supportworld, service management, ITSM, gamification, workforce enablement
July 10, 2019

The seven guiding principles of ITIL 4 take the focus off process and place it squarely on value.
Tag(s): supportworld, service management, ITSM, ITIL, business value
July 9, 2019

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