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SupportWorld

Get the latest technical support and service management insights online, in-person, and in your inbox.

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

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Knowledge Management Strategy for the Enterprise
Develop a strategy for enterprise-level knowledge management and change the corporate culture to support it.
Tag(s): supportworld, service management, knowledge management, KCS
Date Published May 31, 2018 - Last Updated December 13, 2018
 
Single Point of Contact, Not Single Point of Resolution
Enterprise Service Management done right can lead to increased productivity and customer satisfaction, not to mention better business outcomes.
Tag(s): supportworld, service management, ITSM, automation
Date Published May 30, 2018 - Last Updated December 13, 2018
 
Map the Incident Management Process
Follow these steps to map the incident management process and drive real organizational change that sticks.
Tag(s): supportworld, service management, incident management, ITSM
Date Published May 24, 2018 - Last Updated December 13, 2018
 
How to Introduce Effective Knowledge Management
Ryan Ogilvie share tips for overcoming obstacles to implementing a successful knowledge management program.
Tag(s): supportworld, service management, knowledge management, KM
Date Published May 23, 2018 - Last Updated December 13, 2018
 
Never Forget Why You Do This
Service management and support professionals love solving problems, finding causes, fixing things, sharing knowledge, and helping others succeed.
Tag(s): supportworld, service management, customer service, customer experience, coronavirus
Date Published May 22, 2018 - Last Updated March 23, 2020
 
Meet the 2018 HDI Featured Contributors
In 2018, HDI assembled a panel of industry experts and practitioners to create content to help technical support and service management professionals excel in their jobs and advance their careers.
Tag(s): supportworld, workforce enablement, workforce enablement, technology, service management, support center, customer experience, desktop support, metrics and measurements
Date Published May 17, 2018 - Last Updated December 13, 2018
 
What Works in Professional Development: The ROI of Training, Part 1
The first step to calculate the ROI of training includes developing your training goals, baselining current performance, and creating actionable learning objectives.
Tag(s): supportworld, technical support, support center, service management, training, professional development, workforce enablement, workforce enablement
Date Published May 16, 2018 - Last Updated December 13, 2018
 
Data vs. Metadata
Data tells you what happened. Metadata adds value by providing information and context to help you understand why it happened.
Tag(s): supportworld, service management, ITSM
Date Published May 15, 2018 - Last Updated December 13, 2018
 
Five Steps to Build a Winning Team Culture
Every company has a culture. The question is, is your company’s culture worth catching?
Tag(s): supportworld, workforce enablement, workforce enablement, team building, teamwork, leadership
Date Published May 10, 2018 - Last Updated December 13, 2018
 
Striving for 100 Percent
There are multiple reasons to strive for 100% linking. You want your support staff to follow the same process 100% of the time, not 60–80% of the time.
Tag(s): supportworld, KCS, knowledge management, service management
Date Published May 9, 2018 - Last Updated December 13, 2018
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