Join us for SupportWorld Live

SupportWorld Live is a premier conference and expo that advances the IT support and service management industry through 80+ expert-led sessions on our industry’s most mission-critical topics.

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

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.


The Latest from SupportWorld

#HDIchat Recap: How Do SLAs Affect Your Service to the Organization?

SLAs establish a minimum level of service a tech support organization will provide to customers.
Date Published March 22, 2017 - Last Updated December 6, 2017

3 Tips to Help You Hire an Amazing IT Service Desk Manager

We often hear about the skills drought in IT and how difficult it is to find qualified staff. Follow these steps to improve your chances of finding the right candidate.
Date Published March 21, 2017 - Last Updated December 6, 2017

It's Not About the Machine

The computer is meant to serve the person, not the other way around. The purpose of technical service and support is to restore the assistance technology offers.
Date Published March 16, 2017 - Last Updated December 6, 2017

KCS Coaching to Change Behavior

Coaching is a critical strategy for the implementation and ongoing health of the knowledge base.
Date Published March 15, 2017 - Last Updated August 15, 2018

#HDIchat Recap: What (If Any) Are Your Plans for Automation?

From tax law to setting up new accounts, automation is finding its role in IT. Have you automated any processes?
Date Published March 9, 2017 - Last Updated December 6, 2017

The Value of Time

When support centers offer self-service, does it truly save money or merely shift the work to the customer?
Date Published March 7, 2017 - Last Updated December 6, 2017

#HDIchat Recap: What Are You Doing to Improve Team Relationships?

HDI research shows that team relationships are the most important factor in employee satisfaction. What are you doing to improve team relationships?
Date Published March 2, 2017 - Last Updated April 19, 2019

5 Self-Service Myths Debunked

Self-service is a top strategy for many service businesses. But the rush to offer self-service technologies comes with major obstacles and risks.
Date Published March 2, 2017 - Last Updated December 6, 2017

Considering a New ITSM Tool? Remember the Stakeholders

If you don’t get all the stakeholders in the room to determine requirements, that ITSM tool you are buying may only serve to frustrate other groups within IT.
Date Published February 28, 2017 - Last Updated December 6, 2017

When Troubleshooting, Keep It Simple

Many people enter the work force lacking the basic fundamentals required to effectively troubleshoot and diagnose problems. They need to be taught how.
Date Published February 23, 2017 - Last Updated December 6, 2017