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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

 
We asked you who were your mentors and gurus in the IT service and support industry, and you responded. Now, we present to you our list of the top thought leaders who helped us navigate a turbulent year and a changing landscape.
Tag(s): supportworld, service desk, service management, customer service, ethics, HDI, ITSM, ITIL, leadership
January 27, 2021

 
In a time when our teams are spread out geographically, it’s more important than ever to employ new tools and best practices for collaboration and support. Such collaboration can create many advantages for your team, each team member, and your bottom line.
Tag(s): supportworld, coaching, collaboration, communications skills, communications technology
January 26, 2021

 
In these days of semi-permanent distance work, it’s more important than ever to take the time to take tangible steps to build up the values that are needed for your business to succeed. Here are two key areas of focus to consider for creating accountability at every level.
Tag(s): supportworld, ethics, leadership
January 25, 2021

 
A service call should never be just a service call. Instead, it can be an opportunity to gather important information about the in-field experience of your customers and clients with your tech products. Don’t miss the opportunity to learn more about the customer experience.
Tag(s): supportworld, service quality, service desk, service management, service delivery
January 20, 2021

 
Jeff Rumburg explains why ticket backlog is an important metric to measure, illustrates how to measure it, and suggests some performance targets.
Tag(s): supportworld, metrics and measurements, workforce enablement
January 19, 2021

 
Keep your team from spreading itself too thin and show the C-suite that you are aligned with company goals at the same time. Here are ways to reflect on whether your team is pulling toward bigger goals, and how to keep everyone engaged in those goals.
Tag(s): supportworld, business intelligence, communications skills, people, teamwork, practices and processes, process, productivity
January 19, 2021

 
In 2020, leaders too often saw technology as an all-encompassing tool to replicate the in-office environment at home. The truth is that technology can never replace the need for leadership to set expectations and to provide a human touch to the work-at-home environment.
Tag(s): supportworld, service quality, business intelligence, communications skills, people, teamwork, technology
January 18, 2021

 
The most bulletproof business continuity plan doesn’t take into account the human factor of stressful, taxing events. Take a moment to see how you are best supporting your team in emotional times, and invest time into helping them feel supported.
Tag(s): supportworld, communications skills, employee engagement, people
January 13, 2021

 
As AI automates much of the grunt work of the traditional IT Service Desk, Mike Hanson argues that its mission should broaden to include ticket service that can coordinate service requests for everything from facilities management to HR matters.
Tag(s): supportworld, service quality, technology, service desk, service desk technology, service management
January 12, 2021

 
In the coming year, businesses will shift to a hybrid virtual/physical workplace for the long term, and IT service providers will need to adapt to meet the needs of this changing workplace. Here are some suggestions for how to do that.
Tag(s): supportworld, service quality, technology, service desk, service desk technology, service management
January 11, 2021


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