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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

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

A Q&A with N.J. Robinson, a longtime member of the HDI Strategic Advisory Board, on what he’s learned throughout his career.
Tag(s): supportworld, support models, HDI
March 17, 2023

Machine learning and AI is already automating some tasks which once required human effort, but the new wave of technology also will open up new possibilities to IT professionals with the right skills.
Tag(s): supportworld, support models, automation
March 17, 2023

It is important to measure the performance of your IT teams. HDI Featured Contributor Michael Hanson offers some measurement tools to help.
Tag(s): supportworld, support models, technology
March 15, 2023

We asked HDI thought leaders and featured contributors what so-called soft skills might be best to develop in this industry.
Tag(s): supportworld, best practice, communications skills
March 10, 2023

IT management expert Phyllis Drucker provides two perspectives on how automation can help with the management of IT infrastructure.
Tag(s): supportworld, support models, technology
March 9, 2023

Here are suggestions for how you can execute a sustainable and valuable employee recognition program for your IT team.
Tag(s): supportworld, support models, best practice
March 8, 2023

See which IT service and support professionals made the cut to gain the chance to take home an award at Supportworld Live this spring.
Tag(s): supportworld, support models, best practice
March 1, 2023

These teams and organizations reflect some of the best ideas in IT service and support.
Tag(s): supportworld, support models, best practice
March 1, 2023

An argument is made for a new way to organize your IT service and support teams around activity prioritization.
Tag(s): supportworld, support models, technology
February 28, 2023