Get the latest technical support and service management insights online, in-person, and in your inbox.

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.

Like what you see here? Get SupportWorld delivered to your inbox every week, with tips, tricks, and insights; research reports; and webinars.

Enjoy reading about the topics covered in SupportWorld? Then join us for SupportWorld Live where we will bring together authors and practitioners to lead 80+ sessions on our industry’s most mission-critical topics.


The Latest from SupportWorld

 
The rapid shift to a dispersed workforce requires that IT service and support teams up their game to deal with the increase in tickets. Here are some concrete ideas for how to improve day-to-day operations with a remote workforce in mind.
Tag(s): supportworld, service quality, service management, best practice
September 22, 2021

 
In this age of high anxiety and dispersed work teams, it’s more important than ever to employ best practices toward coaching team-members. Here, we walk you through ways to be the best coach you can be, even if that means tapping out for others to coach a team-member.
Tag(s): supportworld, service quality, service management, best practice, collaboration, communications skills, performance management
September 21, 2021

 
New security challenges emerge as more organizations launch or expand their multi-cloud strategies as part of their digital transformation initiatives. How do you realize the benefits of a multi-cloud environment while staying safe at a reasonable cost?
Tag(s): supportworld, service quality, service management, best practice, cloud computing, cloud
September 20, 2021

 
Too often, the system of IT service and support is geared toward maintaining the bare minimum of service. Here is an argument for why that isn’t enough, and a couple of concrete suggestions for how to change the culture to allow for better feedback and more risk-taking.
Tag(s): supportworld, service quality, service management, best practice
September 15, 2021

 
We ask a few questions of Liz Beavers, Head Geek at SolarWinds. She serves as a member of HDI’s 2021 Strategic Advisory Board. She says that those who are willing to step out of the box and work across projects and departments will have the most success in this industry.
Tag(s): supportworld, service quality, service management, best practice
September 14, 2021

 
The days of only having to defend a centralized computer system from attack are long over, and IT specialists must adapt. A unified, self-healing security ecosystem that spans across devices, users, and applications can minimize gaps and provide timely and coordinated preventions across the...
Tag(s): supportworld, service quality, service management, best practice, security management
September 13, 2021

 
There is a temptation to stuff too much information into slide presentations and other training material. Resist it. Keep focused on the training’s objective and what frontline workers absolutely need to know, and make sure the material is accessible to all.
Tag(s): supportworld, service quality, service management, best practice, training
September 9, 2021

 
It may be difficult to get your organization to throw out waterfall practices and embrace Agile, but that doesn’t mean you have to abandon Agile. Instead, focus on how you can integrate Agile into the existing framework of problem-solving and prove its worth over time.
Tag(s): supportworld, service quality, service management, best practice, agile, support industry, service desk
September 7, 2021

 
IT teams have long been trying to economize energy consumption in data centers, but they still have a way to go to reduce their carbon footprints. Here are eight approaches that IT can use to further green initiatives, and reduce energy consumption and costs.
Tag(s): supportworld, culture, process-improvement, business of support, business value, infrastructure management, infrastructure change management
September 6, 2021

 
There is more sensitive data being generated than ever before, and that data is being accessed in many unsecure locations now that our workforces have been dispersed. Here are a few tips for preventing data leakage from a cybersecurity expert.
Tag(s): supportworld, service quality, service management, best practice, security management
September 6, 2021


Looking for Specific Topics? Try These: