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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

The pace of change is dizzying and the consumerization of IT is forcing profound changes in how organizations deliver IT services.
Tag(s): self-service, best practice, business of support, supportworld
January 16, 2015

With high-speed residential Internet, it has become easier and more cost effective than ever for businesses to implement permanent and part-time remote work arrangements.
Tag(s): employee engagement, employee satisfaction, professional development, supportworld
January 15, 2015

Before choosing a new service management tool, you need to know what your service management needs are and also what the expectations of your business are.
Tag(s): best practice, change management, supportworld
January 1, 2015

There’s a difference between saying “I feel feverish” and saying “My temperature is 101°F.” In the second case, you’ve used a measuring device (thermometer) to find out what your temperature really is. Likewise, we can make a guess that “Our customers like us” because of comments in the hallway,...
Tag(s): customer-satisfaction-measurement, customer experience, customer satisfaction, supportworld
December 1, 2014

DevOps is poised to change IT, and the same ITSM practitioners who’ve been dismissing DevOps are the ones most equipped to support DevOps initiatives and create value for the business. Find out how ITSM practitioners can contribute to this exciting organizational journey.
Tag(s): supportworld, devops, ITSM, IT service management
July 1, 2013

Support organizations have come a long way with the tools used for providing end-user support, but the trends for support's technology use and implementation are constantly changing. So, where are we now?
Tag(s): infographic, technology, technical support, supportworld

Improving service management requires organizations to do things differently, and doing things differently requires organizational change. This white paper describes a straightforward, reproducible method of managing organizational change that will help ensure the success of any service...
Tag(s): white paper, service management, practices and processes, change management, organizational change management, supportworld

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In this webinar, HDI’s senior writer/analyst Roy Atkinson will look at our research and pull out the important changes and trends that will affect the coming year, using data from the...
Tag(s): supportworld, incident management, webinars

Tag(s): supportworld, incident management, webinars


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More organizations than ever before are now recognizing the importance of the employee experience....

Tag(s): supportworld, incident management, webinars

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