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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

 

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The terms metrics and measures are often used interchangeably, and while they are related,...

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According to HDI research, the volume of incidents is on the rise in most organizations. While new systems and devices are intended to assist an increasing...

Tag(s): supportworld, incident management, webinars

 

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Managing languages is a significant challenge for most service desks. To arm leaders with data and insight, join HDI and Lionbridge as they unveil the...

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Incident management is one of the primary processes of a support center. In order to...

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The HDI Service Improvement Award recognizes an organization that has successfully implemented or improved one or more service offerings. Attend this webinar to learn how the 2016...

Tag(s): community, membership, service management, continual service improvement, webinars, supportworld

 

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What’s going on? How long will this last? What should we be doing about it? If you’ve ever had a major incident impact users throughout your organization,...

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Automation and artificial intelligence (AI) are on everyone's minds, but they don't completely understand the...

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Many change programs start on the heels of one-too-many disastrous change-related failures. Your CIO wants IT change management, and tag, you’re it!

If you’re new to...

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More and more organizations are using the shift-left approach to support, bringing more complex work down...

Tag(s): webinars, remote support tools, self-service, service desk, support center, support channels, desktop support, supportworld

 

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As our industry transforms and matures, last century standards for cross-team communication...

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