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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

 
Next.IT—the emergence of digital services, social networks, mobile technology solutions, Big Data analytics, cloud computing, and the Internet of Things—is upon us, and growing quickly. But this doesn’t mean that IT management and business service management are going to go away; these...
Tag(s): maturity models, supportworld

 
These days, most companies have hectic social schedules. From baby showers to retirement parties, cross-generational events like these are examples of how diverse our workforce is right now. Many of us are lamenting the fact that ...
Tag(s): future of support, workforce enablement, supportworld

 
Service desks come in all shapes and sizes, depending on the needs of those they serve. Service offerings, KPIs, and service level targets will vary, and some will meet those needs better than others, providing not just business value but a partnership based on common goals. However, what holds...
Tag(s): service desk, support industry, supportworld

 
Improving service management requires organizations to do things differently, and doing things differently requires organizational change. This white paper describes a straightforward, reproducible method of managing organizational change that will help ensure the success of any service...
Tag(s): white paper, service management, practices and processes, change management, organizational change management, supportworld