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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

 
Too often, these two concepts don’t mesh together, but they should. Learn the basics and why both are valuable for your organization.
Tag(s): supportworld, ITSM, IT-business alignment
April 6, 2022

 
In this second part of a two-part series, an IT service and support thought leader talks about his life with autism.
Tag(s): best practice, business intelligence, supportworld
April 6, 2022

 
A leader in the IT service and support industry reveals that he identifies as autistic, and shares insights about what that means.
Tag(s): best practice, business intelligence, supportworld
April 5, 2022

 
Spend time with your meeting app and hardware vendors to understand how they’re addressing meeting equity now and in the future.
Tag(s): best practice, business intelligence, supportworld
April 5, 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
April 4, 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
March 29, 2022

 
Leadership requires that you demonstrate strong listening skills and that you care about what is being said. Here are steps to help.
Tag(s): best practice, supportworld, continual service improvement
March 28, 2022

 
Poorly executed change processes can make executives gunshy. Here is how one change management agent restored trust in the process.
Tag(s): best practice, supportworld, continual service improvement
March 25, 2022

 
Transformation must be a way of life, not a one-and-done IT migration. IT teams that actively pursue new technologies will futureproof the business.
Tag(s): best practice, supportworld, change management
March 23, 2022

 
Which system of support works best for your organization may depend on the size of your organization and the type of support calls you receive.
Tag(s): best practice, supportworld, support models
March 23, 2022