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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

 
Avoid Metrics Overload - Striking the Balance for Value Realization
Tag(s): service strategy, service management, best practice, infrastructure management, ITSM, supportworld
Date Published April 4, 2024 - Last Updated April 4, 2024

 
Generative AI: Psychotherapy, Shia LaBeouf, Disney Princesses & A Leaders Guide To Hope (PART I)
Tag(s): research, self-service tools, supportworld, artificial intelligence, technology
Date Published April 4, 2024 - Last Updated April 4, 2024

 
Resistance to Resilience: Overcoming Cultural Roadblocks When Implementing AI
Tag(s): supportworld, support models, service design, service level agreement, service strategy, service management, technology
Date Published April 4, 2024 - Last Updated April 4, 2024

 
Unlocking Continual Improvement in your Key Process Areas
Tag(s): service strategy, service management, best practice, infrastructure management, ITSM, supportworld
Date Published April 1, 2024 - Last Updated April 1, 2024

 
Mobilizing IT Support for Deskless Workers
Tag(s): supportworld, business continuity planning, byod, it governance, mobility
Date Published March 15, 2024 - Last Updated March 19, 2024

 
If you don't have a good culture, your employees will let you know, and it may show in retention.
Tag(s): culture, employee satisfaction, professional development, supportworld
Date Published March 7, 2024 - Last Updated March 7, 2024

 
AI can and likely will transform the way IT works via automation.
Tag(s): supportworld, artificial intelligence, business value, IT service management, productivity
Date Published March 7, 2024 - Last Updated March 7, 2024

 
Measurement is always going to be key to success in business and in your IT efforts for that business.
Tag(s): supportworld, support models, service design, service strategy, service management, customer satisfaction, customer-satisfaction-measurement, service level agreement, service level
Date Published March 5, 2024 - Last Updated March 5, 2024

 
Developing a good improvement strategy can be hard, so we've compiled a list of best practice principles to give your support organization a leg up.
Tag(s): supportworld, ITSM, service management, ITIL, process management, process-improvement, practices and processes, framework and methodologies, continual service improvement
Date Published January 26, 2024 - Last Updated March 15, 2024

 
While continual improvement is important for every part of every IT organization, the lack of continual improvement practices may have the most significant impact on the service desk. The irony is that the service desk is sitting on a gold mine of data that could be used to identify and drive...
Tag(s): supportworld, ITSM, service management, continual service improvement, process management, process-improvement, practices and processes
Date Published January 24, 2024 - Last Updated February 16, 2024