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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

A look at Service Level Agreements and other instruments for ensuring goals are met in IT service.
Tag(s): supportworld, support models, technology
April 3, 2023

In a preview of a Supportworld Live session, HDI Featured Contributor Mike Hanson describes how he and others at PSCU improved their IT service operation.
Tag(s): supportworld, support models, desktop support
March 29, 2023

HDI Featured Contributor Doug Rabold describes a scenario many of us have gone through, and what steps to take afterwards.
Tag(s): supportworld, support models, best practice
March 28, 2023

Here’s a deep dive into the strategy behind managing the conflict and emotions of heated moments and contentious relationships.
Tag(s): supportworld, communications skills, customer experience
March 22, 2023

We talk about how to have a meaningful, long-lasting relationship with IT service and support clients by utilizing this important metric.
Tag(s): supportworld, support models, service level agreement
March 21, 2023

Here are some simple strategies for coping with the new normal in the IT service and support workplace.
Tag(s): supportworld, best practice, leadership
March 20, 2023

A Q&A with N.J. Robinson, a longtime member of the HDI Strategic Advisory Board, on what he’s learned throughout his career.
Tag(s): supportworld, support models, HDI
March 17, 2023

Machine learning and AI is already automating some tasks which once required human effort, but the new wave of technology also will open up new possibilities to IT professionals with the right skills.
Tag(s): supportworld, support models, automation
March 17, 2023

It is important to measure the performance of your IT teams. HDI Featured Contributor Michael Hanson offers some measurement tools to help.
Tag(s): supportworld, support models, technology
March 15, 2023

We asked HDI thought leaders and featured contributors what so-called soft skills might be best to develop in this industry.
Tag(s): supportworld, best practice, communications skills
March 10, 2023