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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

The balanced scorecard aligns business activities to the vision and strategy of the organization and measures an organization’s progress toward its goals.
Tag(s): balanced scorecard, metrics and measurements, supportworld
Date Published February 24, 2016 - Last Updated April 19, 2019

The ability to peer review, monitor, and mentor is ultimately a rewarding gift to the support center analyst and to the support center.
Tag(s): support operations, supportworld
Date Published January 29, 2016 - Last Updated December 15, 2016

Like it or not, feelings and emotions play a huge role in every area of our personal and professional lives. The best leaders understand the source of negative emotions and are able to channel those feelings into ones of productivity, solutions, and positive results.
Tag(s): employee engagement, gamification, hdi conference, practices and processes, people, supportworld
Date Published January 28, 2016 - Last Updated October 5, 2016

Support organizations have come a long way with the tools used for providing end-user support, but the trends for support's technology use and implementation are constantly changing. So, where are we now?
Tag(s): infographic, technology, technical support, service desk technology, supportworld
Date Published January 21, 2016 - Last Updated March 10, 2021

In this update to the 2014 road map, the DSAB articulates the continuing evolution of desktop support, including the skills needed, and industry trends, such as cloud computing, shadow IT, BYOD, virtualization, security needs, and consumerization.
Tag(s): desktop support, HDI, business value, leadership, service strategy, technology, supportworld
Date Published January 13, 2016 - Last Updated October 5, 2016

Many IT organizations struggle with user adoption when they release their first service portal. The user experience is the key to a successful service portal.
Tag(s): customer experience, customer satisfaction, customer service, knowledge management, service catalog, support center, support channels, supportworld
Date Published January 12, 2016 - Last Updated April 10, 2017

Contact center metrics such as First Call Resolution (FCR) can become difficult to measure when new channels are introduced into a service model.
Tag(s): customer satisfaction, customer-satisfaction-measurement, desktop support, first call resolution, metrics and measurements, multichannel support, reporting, social media, support channels, supportworld
Date Published December 17, 2015 - Last Updated May 11, 2016

First call resolution (FCR) is about answering or solving the customer’s problems on the first call, as quickly and for the least cost possible.
Tag(s): best practice, customer satisfaction, costs, desktop support, first call resolution, continual service improvement, incident management, metrics and measurements, process management, process-improvement, return on investment - ROI, supportworld
Date Published December 8, 2015 - Last Updated May 20, 2016

This program reduces incident counts and resolution times and increases support staff skills for getting to root causes and eliminating the incidents they cause.
Tag(s): benchmarking, best practice, business value, costs, incident management, leadership, process-improvement, professional development, root cause analysis, support center, supportworld, training, service management
Date Published November 24, 2015 - Last Updated May 11, 2016

The HDI Service Management Awards recognize excellence and honor support organizations that have generated positive, measurable results in IT service management.
Tag(s): business alignment, business value, continual service improvement, IT service management, IT-business alignment, ITSM, KCS, leadership, process-improvement, service management, support center, supportworld
Date Published November 17, 2015 - Last Updated December 1, 2017