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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:
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The Latest from SupportWorld
In this webinar, Joe Ardizzone will present on the ins and outs of—and particularly the best practices associated with—alerts and monitoring. Both practices are typically associated with critical events and major incidents, but what are the possible applications of alerts and monitoring...
Tag(s): monitoring, webinars, supportworld
Configuration management is about...
Tag(s): supportworld, webinars, asset management, configuration management
Catalog sprawl, or the existence of many service catalogs in a single organization, was identified as a problem by 66 percent of respondent organizations in recent HDI research (a further 19 percent identified it as "somewhat of a problem"). However, even though many organizations consider it...
Tag(s): webinars, supportworld, service catalog
The time has come for your organization to replace a key piece of technology. Senior management is on board, and money is available. Your frontline staff is thrilled that their tools will be updated. Now what?
Good technology and services cost good money, and tight budgets...
Tag(s): webinars, supportworld, return on investment - ROI, costs
In this webinar, HDI’s senior writer/analyst, Roy Atkinson, will showcase new data from the 2016 Desktop Support Practices & Salary Survey. This data, previously...
Tag(s): webinars, supportworld, desktop support, research, benchmarking
What is gamification—and why you should care? Simply put, gamification uses game mechanics and rewards for non-game applications in order to increase engagement and loyalty. Gamification is an important and powerful new strategy for influencing and motivating people. In this webinar, you’ll...
Tag(s): webinars, motivation, employee engagement, employee satisfaction, supportworld
Industry luminary Matt Hooper will...
Tag(s): supportworld, webinars, future of support, people, professional development
Technical support professionals form the frontline of many businesses, vendors, and IT teams. To remain competitive, they need to be aware of how the sector is evolving and where it’s going ...
Tag(s): workforce enablement, supportworld
What happens when your organization suffers a...
Tag(s): supportworld, incident management, webinars
Organizations are growing and changing, often adding support center locations in faraway places or embedding support in different business units. How can managers do their jobs effectively across time zones and cultures? When being face-to-face with staff is not a viable option, how can a...
Tag(s): webinars, workforce enablement, supportworld, remote support tools, people