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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

 
There is a real need to look at why your incident and request management process does not prevent weak service experiences.
Tag(s): supportworld, best practice, IT service management
October 4, 2022

 
In this IndustryVoices piece contributed by Freshworks, an argument is made that breaking down the barriers of these two management systems can create a strong synergy.
Tag(s): supportworld, best practice, IT service management
October 4, 2022

 
To do change right, make sure your organization’s new initiative is aligned with the customer journey, and provide the right resources for your team to succeed.
Tag(s): supportworld, best practice, IT service management
October 4, 2022

 
In this IndustryVoices blogpost, an argument is made that creating a good employee digital experience means striking the right balance of technology, organizational structure, and culture.
Tag(s): supportworld, best practice, employee satisfaction
September 27, 2022

 
Help us identify who provides the best advice and support in the industry, and we’ll compile a Top 25 list based on your suggestions.
Tag(s): supportworld, business intelligence, professional development
September 27, 2022

 
The new work environment requires a thoughtful reappraisal of how best to support your team and maintain company culture. Here is what to consider.
Tag(s): communications skills, communications technology, supportworld
September 27, 2022

 
Remote work can be lonely. Here are some practical steps to take to ensure that everyone feels connected on your team.
Tag(s): supportworld, process, remote support tools
September 26, 2022

 
Now’s your chance to join a blogging team of IT service and support professionals who share their knowledge with the community!
Tag(s): supportworld, business intelligence, professional development
September 26, 2022

 
It is difficult to avoid that dreaded meeting invite for your entire career. Here is how to get yourself ready, both mentally and professionally.
Tag(s): supportworld, best practice, IT service management
September 21, 2022

 
Simple surveys may mask deeper problems in your IT service process. Here is a method to ensure the best experience every time.
Tag(s): best practice, business intelligence, business of support, customer experience, customer satisfaction, supportworld
September 21, 2022