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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

We ask thought leaders in the IT service and support industries for their advice, as jobs are redefined and eliminated.
Tag(s): supportworld, technology, training
February 1, 2023

From a recent HDI webinar, we share a discussion of what IT departments need to do as their mission expands to include all facets of an organization’s success.
Tag(s): supportworld, support models, business alignment
January 31, 2023

As we prep for SWL 2023, we take a look back at what some IT service and support thought leaders wrote about attending SWL 2022.
Tag(s): supportworld, support models, technology
January 30, 2023

We look back at last year’s conference to look forward to this year’s, being held April 30 - May 5th at the MGM Grand in Las Vegas.
Tag(s): supportworld, community, best practice
January 26, 2023

Adopting network automation requires the network design and operations teams to undergo a significant cultural shift. What must change and why?
Tag(s): supportworld, support models, technology
January 24, 2023

Too often, service desks are simultaneously asked to keep costs down and be ready to provide service for unexpected new demands. Here are suggestions for how to change that dynamic.
Tag(s): supportworld, support models, technology
January 24, 2023

Preparing for the worst is better than confronting a major outage without a plan. Here are some steps to take to create a plan that will work for your organization.
Tag(s): supportworld, support models, technology
January 23, 2023

IT service departments must find a way to cut down on ticket volume. Educating other departments on what IT does may be a key tool to help.
Tag(s): supportworld, support models, technology
January 23, 2023

This method can cut down on down time and prevent incidents before they occur. Here is a primer on how it works.
Tag(s): supportworld, technology, automation
January 19, 2023

Sometimes, your end user can provide you with the next steps needed to improve UX and not even know it. You just have to listen carefully.
Tag(s): supportworld, best practice, customer experience
January 18, 2023