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The Latest from SupportWorld

#HDIchat Recap: What Channels Are You Adding or Considering for Support?

In last week's #HDIchat, we discussed support channels: Which ones are working? Which ones aren't? Which channels have you added recently? Which channels are you considering adding in the future?
Date Published - Last Updated December 15, 2016

Good Customer Sat Scores Don't Equal Good Customer Experiences

The vast majority of customer care involves limiting the interruptions that send customers to your service desk in the first place. Proactive IT enables the organization to avoid detours, prevent incidents, and address or fix problems before they impact the customer.
Date Published - Last Updated February 26, 2016

Working Out Loud: The Fast Track to Collective Responsibility

if you want everyone in the boat rowing at the same speed, you must get the first oar in the water, then the next, and so on until everyone is contributing to the boat’s forward momentum. This is the essence of collective responsibility. Simulations can provide you with the game film, practice,...
Date Published - Last Updated February 26, 2016

Do More With Less—Not! Investment-Based Budgeting Is the Antidote to Unreasonable Expectations

Cost pressures, plus ever-increasing demands for your services...do you feel caught between a rock and a hard place, and set up to fail? The good news is, there’s an answer, and it’s not ...
Date Published - Last Updated February 26, 2016

The End of IT’s Monopoly on Trust: How Consumer Services Are Disrupting Industries and Transforming the Workplace

As consumers have become more technically aware, they’ve become more willing to trust each other. This is having an impact on established providers of expertise and trust—and it’s changing entire industries. It’s vital that corporate IT departments understand ...
Date Published - Last Updated February 26, 2016

Want Better Solutions? Think Differently!

In service management, we come up with solutions and solve problems on a regular basis. It’s part of the job, and we are quite good at it. There are times, however, when a new problem arises and the usual solutions simply don’t work. The problem could be ...
Date Published - Last Updated February 26, 2016

Ten Ways to Engage Your Team

In this article, I will present ten engagement techniques you can use to impress upon your employees the importance of their contributions and help them align their activities with your company’s strategies and vision. As you review the techniques, keep in mind that many can’t be performed...
Date Published - Last Updated February 26, 2016

Creepyware: How Not to Be Creepy in Today’s Technology Landscape

We live in a world where database and analytical technologies are maturing at an amazing pace. Capabilities that were once the sole province of extremely large companies and governments are trickling down to our own companies and even ...
Date Published - Last Updated February 26, 2016

Real-Time Benchmarking: The Future of Software

It’s estimated that well over two billion people are connected to the Internet today. With the explosion of smartphone technology, it’s not hard to imagine that sometime in the next ten years, that number will hit ...
Date Published - Last Updated February 26, 2016

Tech Trends: Customer Relationship Management

ITSM and customer relationship management (CRM) are industries, frameworks, technologies, and approaches that have traditionally been applied to very different business processes, workloads, and segments of the organization. But with the degree of consolidation and standardization taking place...
Date Published - Last Updated February 26, 2016