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The Latest from SupportWorld

The Conundrum of Healthcare IT Support: Can Technology Help?

We are on the threshold of an era when we can take advantage of advanced technologies to assist us and, more importantly, those we support.
Date Published April 19, 2017 - Last Updated December 6, 2017

#HDIchat Recap: How Do You Get Your Team Obsessed with Service?

This #HDIchat tackled the topic of getting your team obsessed with service. Jeff Toister joined the Twitter chat as our guest expert.
Date Published April 17, 2017 - Last Updated December 6, 2017

The Myth of Proactive Problem Management - Part 3

You can use two analysis techniques, combined with the relevant data from your knowledge repository, to help problem management start to fulfill its promise.
Date Published April 12, 2017 - Last Updated December 6, 2017

It Will Be Different

Technology hard trends in artificial intelligence, cyber security systems, cloud computing, data analytics, and virtualization will shape the future of tech support.
Date Published April 11, 2017 - Last Updated December 6, 2017

The Myth of Proactive Problem Management - Part 2

Consider whether reporting against knowledge article usage, as evidenced by linking articles to incidents, is a better way to prioritize incident types for problem management.
Date Published April 6, 2017 - Last Updated December 6, 2017

#HDIchat Recap: Metrics - What Will You Stop Tracking This Year?

Metrics help us staff at the correct levels, show that we’ve improved (or not), and help keep us on track…when they are used properly.
Date Published April 5, 2017 - Last Updated December 6, 2017

The Myth of Proactive Problem Management - Part 1

There is hope for problem management to be proactive by marrying problem management with knowledge management/knowledge sharing practices.
Date Published March 30, 2017 - Last Updated December 6, 2017

What Works in Training: Guiding Attention

In training, you can guide learners’ attention to what is most important by using repetition, telling stories, asking questions, and creating relevant hands-on activities.
Date Published March 29, 2017 - Last Updated December 6, 2017

#HDIchat Recap: Are You Seeing Positive Effects from Problem Management?

Problem management is supposed to help identify and remediate the underlying causes of unplanned interruptions (incidents) to services.
Date Published March 27, 2017 - Last Updated April 19, 2019

Documentation Counts!

In order for support organizations to be truly successful, ticket documentation should be an every time event, not a sometimes event.
Date Published March 23, 2017 - Last Updated December 6, 2017