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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

 

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Managing languages is a significant challenge for most service desks. To arm leaders with data and insight, join HDI and Lionbridge as they unveil the...

Tag(s): supportworld, webinars
Date Published - Last Updated May 17, 2017

 

Most organizations think about communication best practices with reference to major outages, and events, but don’t consider the impact good communication can have on first contact resolution (FConR) and mean time to resolve (MTTR), even in a day-to-day context. Large outages attract a great...

Tag(s): communications skills, best practice, webinars, supportworld
Date Published - Last Updated October 13, 2015

 
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
Date Published - Last Updated January 5, 2016

Tag(s): supportworld, webinars, asset management, configuration management
Date Published - Last Updated July 21, 2016

 

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
Date Published - Last Updated February 23, 2016

 

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
Date Published - Last Updated August 17, 2016

 

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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
Date Published - Last Updated October 25, 2016

 

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
Date Published - Last Updated December 11, 2015

Tag(s): supportworld, webinars, future of support, people, professional development
Date Published - Last Updated August 18, 2016

 
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
Date Published - Last Updated February 26, 2016