Get the latest technical support and service management insights online, in-person, and in your inbox.

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.

Like what you see here? Get SupportWorld delivered to your inbox every week, with tips, tricks, and insights; research reports; and webinars.




Enjoy reading about the topics covered in SupportWorld? Then join us for SupportWorld Live where we will bring together authors and practitioners to lead 80+ sessions on our industry’s most mission-critical topics.

The Latest from SupportWorld

Here are six things you can do to best position yourself to hit the ground running for this role, from HDI featured Contributor Pierre Bernard.
Tag(s): supportworld, support models, technology
February 14, 2023

Too often, IT departments attempt to simply keep the lights on when the business climate sours. Here is an argument for why that would be a mistake.
Tag(s): supportworld, business continuity planning, best practice
February 13, 2023

Too often, we feel that a performance review is just something that happens to us. HDI Featured Contributor Stephen Paskel has tips for taking ownership of the outcome.
Tag(s): supportworld, business intelligence, motivation
February 8, 2023

In a recent HDI webinar, three IT service and support thought leaders discuss changing expectations of the IT department.
Tag(s): supportworld, support models, technology
February 8, 2023

We’ve asked our thought leaders how to best safeguard their careers as AI goes mainstream. Here are some of their responses.
Tag(s): supportworld, support models, technology
February 7, 2023

We ask thought leaders in the IT service and support industries for their advice, as jobs are redefined and eliminated.
Tag(s): supportworld, technology, training
February 1, 2023

From a recent HDI webinar, we share a discussion of what IT departments need to do as their mission expands to include all facets of an organization’s success.
Tag(s): supportworld, support models, business alignment
January 31, 2023

As we prep for SWL 2023, we take a look back at what some IT service and support thought leaders wrote about attending SWL 2022.
Tag(s): supportworld, support models, technology
January 30, 2023

We look back at last year’s conference to look forward to this year’s, being held April 30 - May 5th at the MGM Grand in Las Vegas.
Tag(s): supportworld, community, best practice
January 26, 2023

Adopting network automation requires the network design and operations teams to undergo a significant cultural shift. What must change and why?
Tag(s): supportworld, support models, technology
January 24, 2023