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

These thought leaders are practitioners and consultants in technical support and service management who share insights with the community.
Tag(s): supportworld, workforce enablement, workforce enablement, technology, support center, service management, customer experience, desktop support
January 25, 2019

The typical channel mix for service desks is evolving, potentially reducing costs for your organization.
Tag(s): supportworld, metrics and measurements, support channels, support center
January 24, 2019

Roy Atkinson interviews Fancy Mills to discuss the value of training to both the individual and the organization, new ventures for HDI, and more.
Tag(s): supportworld, support center, service management, training, workforce enablement, community, podcast
January 23, 2019

Hording of institutional knowledge can create a single point of failure when people leave the service desk.
Tag(s): supportworld, service management, workforce enablement, workforce enablement, knowledge management, KCS, incident management, problem management, root cause analysis
January 17, 2019

If you want to build a great team, start with one person at a time.
Tag(s): supportworld, workforce enablement, workforce enablement, leadership
January 16, 2019

Roy illustrates why ratios don’t work for determining staffing levels.
Tag(s): supportworld, staffing, metrics and measurements, research, community
January 15, 2019

To create a culture of caring, you must understand the employee’s perspective and how this impacts the relationship with customers.
Tag(s): supportworld, support center, workforce enablement, workforce enablement, leadership, employee engagement
January 14, 2019

With advancements in service desk tools, why are so many service desks operating the same way they did 20 years ago?
Tag(s): supportworld, service management, technology, ITSM, IT service management
January 9, 2019

Comprehending the information taught in a training class can give you a false sense of security. Applying the concepts learned takes more work.
Tag(s): supportworld, training, workforce enablement, workforce enablement
January 8, 2019

ITSM exists in every organization that leverages technology in achieving business results. But good ITSM has to be more than just answering the phone or making a change.
Tag(s): supportworld, service management, business value, ITSM, IT service management
January 4, 2019

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