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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

Old management strategies aren’t enough in this era of mass resignations and increased competition for employees. Here are three cutting-edge strategies to retain your workforce.
Tag(s): supportworld, best practice, people
August 10, 2022

A handful of painless incentives can help minimize team turnover and production disruption. Here are some suggestions from industry leaders.
Tag(s): supportworld, best practice, business of support
August 9, 2022

We’ve asked thought leaders in the IT service and support industry to share their tips on what has worked for them in this new, dispersed work environment.
Tag(s): supportworld, employee engagement, remote support tools
August 8, 2022

A customer-centric organization helps customers find the right solutions for their needs. This kind of organization requires a dedicated type of leader.
Tag(s): supportworld, best practice, employee satisfaction
August 2, 2022

In this IndustryVoices article, an argument is made that we should provide the same level of service on IT matters to employees as we do customers.
Tag(s): supportworld, best practice, employee satisfaction
August 2, 2022

Tired of sky-high cloud costs? Here are some suggestions for bringing your cloud spending back down to earth.
Tag(s): supportworld, best practice, business of support
August 1, 2022

In an IndustryVoices article, an argument is made for why Enterprise Service Management (ESM) may be having its moment in a post-COVID work era.
Tag(s): supportworld, best practice, business of support
July 23, 2022

A case is made that this metric provides the most complete look into the the perspective of your customer or client.
Tag(s): supportworld, best practice, metrics and measurements
July 22, 2022

A primer or reminder on the ways you can help your employees or customers get what they need more quickly and efficiently.
Tag(s): supportworld, best practice, reporting
July 21, 2022

It is past time to do inventory of your legacy devices and make a plan to upgrade what is needed.
Tag(s): supportworld, support models, technology
July 20, 2022