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The Latest from SupportWorld

Outsourcing IT: Lessons Learned

Follow the journey of one company that transformed their localized help desk into an outsourced global service desk that provides 24x7 support.
Date Published July 3, 2016 - Last Updated December 15, 2016

Focus on People: Skills, Training, and Satisfaction in Technical Support

Employee satisfaction and customer satisfaction go hand in hand; raising employee satisfaction winds up raising both. Raising salaries alone won’t do that; it takes more of a focus on learning and opportunities to improve relationships within teams and with management. Interpersonal and...
Date Published July 1, 2016 - Last Updated October 22, 2019

#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