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The Latest from SupportWorld

#HDIchat Recap: Training

In our very first #HDIchat, we asked you to share your organization's training practices: What training does your organization provide? What is your organization's top training focus? How have your organization's training efforts made a difference?
Date Published June 28, 2016 - Last Updated December 15, 2016

Selling the Service Value Proposition to Your CIO

As you continue delivering and maturing your service offering, having senior management’s respect, confidence, and support should be priority one!
Date Published June 27, 2016 - Last Updated July 19, 2018

Metrics: The Effects of Successful Tier 0 (Unassisted) Support

Self-service is an important tactic for successful end-user support. But be aware that Tier 0 does have effects on the traditional metrics support centers use.
Date Published June 22, 2016 - Last Updated December 15, 2016

IT Support Is Going Mobile

Providing customers with mobile support and mobile information—in a visually appealing and usable format—helps end users resolve their issues and requests and gets them back to work quickly.
Date Published June 21, 2016 - Last Updated December 15, 2016

Metrics: First Level Resolution

First Level Resolution (FLR) is a measure of efficiency and effectiveness that shows how many resolutions you provide without hierarchical escalation.
Date Published June 20, 2016 - Last Updated December 15, 2016

Customer Satisfaction Management

Customer satisfaction management involves understanding the issues beyond the data points that key performance indicators provide.
Date Published June 17, 2016 - Last Updated December 15, 2016

Policies, Procedures, and Work Instructions—Oh My!

To create meaningful policies, procedures, and work instructions, you must have clear goals and maintain the documents to keep them relevant.
Date Published June 16, 2016 - Last Updated April 19, 2019

The Supreme Commander of the Service Desk: Ike and Leadership

Leadership exists in many different forms in the service desk, and it is not exclusive to management. Good leaders identify the ways to unite diverse personalities.
Date Published June 14, 2016 - Last Updated December 15, 2016

How to Write Email Templates

Email templates help new service desk agents get up to speed quickly, enable managers to store information in a central location, and improve agent productivity.
Date Published June 9, 2016 - Last Updated March 14, 2017

How to Handle Incident Management Like a Boss

Good incident management practices require IT to follow a process and communicate with customers.
Date Published June 1, 2016 - Last Updated December 15, 2016