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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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Make-A-Wish® grants the wishes of children with life-threatening medical conditions to enrich...

Tag(s): supportworld, webinars, remote support tools

 
Tag(s): supportworld, incident management, webinars

 
In this webinar, Joe Ardizzone will present on the ins and outs of—and particularly the best practices associated with—alerts and monitoring. Both practices are typically associated with critical events and major incidents, but what are the possible applications of alerts and monitoring...
Tag(s): monitoring, webinars, supportworld

 

Most organizations think about communication best practices with reference to major outages, and events, but don’t consider the impact good communication can have on first contact resolution (FConR) and mean time to resolve (MTTR), even in a day-to-day context. Large outages attract a great...

Tag(s): communications skills, best practice, webinars, supportworld

Tag(s): supportworld, webinars, asset management, configuration management

 

The time has come for your organization to replace a key piece of technology. Senior management is on board, and money is available. Your frontline staff is thrilled that their tools will be updated. Now what?

Good technology and services cost good money, and tight budgets...

Tag(s): webinars, supportworld, return on investment - ROI, costs

 

Catalog sprawl, or the existence of many service catalogs in a single organization, was identified as a problem by 66 percent of respondent organizations in recent HDI research (a further 19 percent identified it as "somewhat of a problem"). However, even though many organizations consider it...

Tag(s): webinars, supportworld, service catalog

 

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

Tag(s): supportworld, webinars


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