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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

 
From showing the value of your service desk to transforming your vendors into partners to enhance the customer experience, this year, we covered a variety of topics to make your work easier. As we count down to #1, here's the next installment in our top 23 articles of 2023.
Tag(s): supportworld, leadership, business value, customer experience, employee satisfaction
Date Published December 21, 2023 - Last Updated 64 Days, 13 Hours, 35 Minutes ago

 
From why your team should journal everything to understanding why compassion and commitment are keys to effective leadership, this year, we covered a variety of topics to make your work easier. Over the next two weeks, we'll be counting down our top 23 articles of 2023. With this first...
Tag(s): supportworld, leadership, IT service management, ITSM, communications skills
Date Published December 20, 2023 - Last Updated 64 Days, 13 Hours, 35 Minutes ago

 
Unlike a project, which has a defined start and end date, a process has only an effective start date. But you can't "set it and forget it." Here's how to manage your processes effectively across their lifecycles.
Tag(s): supportworld, leadership, continual service improvement, ITSM, IT service management, practices and processes, process management, process-improvement
Date Published December 14, 2023 - Last Updated 72 Days, 17 Hours, 8 Minutes ago

 
Sweeping change takes time. The key to success is having a vision but taking action in small increments that can be absorbed into a corporate culture of improvement.
Tag(s): supportworld, leadership, change management, IT service management, ITSM, IT-business alignment, organizational change management
Date Published December 13, 2023 - Last Updated 72 Days, 17 Hours, 24 Minutes ago

 
A successful organizational culture is built upon a combination of factors that collectively shape the values, behaviors, and practices within a company. Here are some suggestions for building a winning culture.
Tag(s): supportworld, leadership, collaboration, culture, employee engagement, employee satisfaction
Date Published December 12, 2023 - Last Updated 72 Days, 17 Hours, 51 Minutes ago

 
When marketing and IT come together, it can have a transformative impact on an organization. Here's how.
Tag(s): supportworld, leadership, business value, marketing
Date Published December 11, 2023 - Last Updated 72 Days, 17 Hours, 59 Minutes ago

 
We've all made our share of errors as managers, and there are countless horror stories on the internet about management gone wrong. Read on for a selection of things you shouldn't be doing when managing people.
Tag(s): supportworld, people, employee engagement, employee satisfaction, leadership, performance management
Date Published December 7, 2023 - Last Updated 80 Days, 16 Hours, 3 Minutes ago

 
Join a team of technical support, service management and experience management leaders who share their knowledge with the HDI community. Be the thought leader others follow!
Tag(s): supportworld, community, industry, IT service management, technical support
Date Published December 6, 2023 - Last Updated 5 Days, 22 Hours, 38 Minutes ago

 
A service desk team is (or should be) an enabled, competent, capable, confident, respected, and passionate team of people who are dedicated to helping other people be successful, realize value, and achieve results.Is yours?
Tag(s): supportworld, culture, employee satisfaction, employee engagement, people, service management
Date Published December 5, 2023 - Last Updated 80 Days, 16 Hours, 35 Minutes ago

 
"Don't fix what's not broke" may be true to an extent, but that doesn't mean we shouldn't be evolving our processes to ensure we're delivering exceptional results-based outcomes and value.
Tag(s): supportworld, ITIL, IT service management, process management, process-improvement
Date Published December 4, 2023 - Last Updated 80 Days, 17 Hours, 9 Minutes ago