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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

This method can cut down on down time and prevent incidents before they occur. Here is a primer on how it works.
Tag(s): supportworld, technology, automation
January 19, 2023

Sometimes, your end user can provide you with the next steps needed to improve UX and not even know it. You just have to listen carefully.
Tag(s): supportworld, best practice, customer experience
January 18, 2023

As the demands grow, so does the need to set clear expectations and ensure your team is aligned on shared values of customer service.
Tag(s): supportworld, support models, technology
January 18, 2023

We asked our HDI Thought Leaders what words of wisdom they might give to those stepping into the managerial role for the first time. Here is what they had to say.
Tag(s): supportworld, support models, technology
January 17, 2023

How you label your tickets can determine what tickets remain in limbo. Here is a way to analyze your ticket labeling process.
Tag(s): supportworld, support models, technology
January 5, 2023

With the exponential growth of the use of cloud services, there have been a growing number of questions for how to maintain service with cloud solutions. Here, April Miller explores several concerns.
Tag(s): supportworld, support models, cloud
January 4, 2023

How you manage vendor relationships may make all the difference in CX. Here are some practical suggestions for how to maintain the right focus in the process.
Tag(s): supportworld, support models, technology
January 3, 2023

We share the IT service and support articles that resonated most with our readers. See which ones made the list.
Tag(s): best practice, supportworld
December 21, 2022

Sometimes, visionaries can get in their own way when they try to take control of an established IT organization. ITSM veteran Peter McGarahan shares three lessons.
Tag(s): supportworld, best practice, IT service management
December 21, 2022

A leader can’t lead if followers won’t follow, or if all the followers are fired. Here is how Elon Musk made a mistake in ignoring EX.
Tag(s): supportworld, best practice, IT service management
December 21, 2022