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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

 
It is past time to do inventory of your legacy devices and make a plan to upgrade what is needed.
Tag(s): supportworld, support models, technology
July 20, 2022

 
The State of Tech Support in 2022 is an invaluable resource as you plan for an uncertain future. And it is available to all HDI community members for free.
Tag(s): supportworld, support models, technology
July 19, 2022

 
A company’s strategy for hiring top tech talent should be driven by improving overall business outcomes, with a focus on retention and upskilling in a time of acute talent shortages.
Tag(s): supportworld, best practice, business of support
July 19, 2022

 
The war in Ukraine shows that we must remember the social contract between employers and employees. We must be there for our international team members.
Tag(s): supportworld, best practice, employee engagement
July 19, 2022

 
Any good IT service management system must be adapted to work for your organization. Here is a recipe for how to do that.
Tag(s): supportworld, best practice, business alignment
July 13, 2022

 
Any structural system that you want to adopt must work with your organization’s needs and structure. Here are some factors to consider.
Tag(s): supportworld, best practice, business alignment
July 12, 2022

 
Hardware and software prices are soaring. Is this a good time to push forward or pull back? A look at the factors to consider.
Tag(s): supportworld, best practice, business of support
July 11, 2022

 
HDI thought leaders weigh in on whether to focus on one metric or a composite of several. Here are their arguments.
Tag(s): supportworld, methodology, metrics and measurements
July 7, 2022

 
All paths should lead to the same destination - the service that the customer wants when he wants it. Here’s a glimpse of what that looks like.
Tag(s): supportworld, best practice, business of support
July 6, 2022

 
Subjugating the galaxy requires coordination that the Empire doesn’t seem to demonstrate reliably in the Star Wars series. Here are some features such a ticketing system might have.
Tag(s): supportworld, best practice, business of support
July 5, 2022