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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

These teams and organizations reflect some of the best ideas in IT service and support.
Tag(s): supportworld, support models, best practice
March 1, 2023

An argument is made for a new way to organize your IT service and support teams around activity prioritization.
Tag(s): supportworld, support models, technology
February 28, 2023

From an Omdia analyst, here are some suggestions for ways we can put action behind those memo-headline catchphrases.
Tag(s): supportworld, support models, technology
February 27, 2023

From a recent HDI webinar, here’s advice for how to help your organization keep an open mind to a new way of doing things.
Tag(s): supportworld, support models, enterprise service management
February 23, 2023

Sticking one’s head in the sand when there’s news of new technology can only lead to more work in the long run for IT service and support operations.
Tag(s): supportworld, technology, automation
February 23, 2023

Automation may free up managers to practice a forgotten art of connecting deeply with their team members. Here is how to bone up on these skills.
Tag(s): supportworld, coaching, communications skills
February 22, 2023

Too many of us have an outdated concept of the level of sophistication of cybercrime organizations. That may put us at risk.
Tag(s): supportworld, technology, security management
February 15, 2023

Here are six things you can do to best position yourself to hit the ground running for this role, from HDI featured Contributor Pierre Bernard.
Tag(s): supportworld, support models, technology
February 14, 2023

Too often, IT departments attempt to simply keep the lights on when the business climate sours. Here is an argument for why that would be a mistake.
Tag(s): supportworld, business continuity planning, best practice
February 13, 2023

Too often, we feel that a performance review is just something that happens to us. HDI Featured Contributor Stephen Paskel has tips for taking ownership of the outcome.
Tag(s): supportworld, business intelligence, motivation
February 8, 2023