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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

Despite the industry buzz over DevOps, HDI research shows that 73% of support teams are dissatisfied with their current level of involvement with development.
Tag(s): change management, devops, knowledge management, KCS, ITSM, supportworld, support center
Date Published April 29, 2016 - Last Updated 6 Years, 3 Days, 11 Hours ago

Creating an enterprise service portal and request catalog is an ongoing effort that keeps growing in functionality.
Tag(s): service catalog, supportworld, service management
Date Published March 1, 2016 - Last Updated 6 Years, 354 Days, 4 Hours, 13 Minutes ago

Best practices in call handling can enhance the customer experience and dramatically help improve the perceived value of your support center.
Tag(s): supportworld, support operations, support center, desktop support, customer satisfaction
Date Published February 29, 2016 - Last Updated 6 Years, 354 Days, 4 Hours, 13 Minutes ago

Support centers that handle escalations with consistent procedures provide better customer service and increase productivity.

Tag(s): best practice, escalation, service level management, support center, technical support, supportworld
Date Published February 26, 2016 - Last Updated 4 Years, 229 Days, 4 Hours, 57 Minutes ago

The targets and commitments documented in our Service Level Agreements (SLAs) depend greatly on the strength of our Operational Level Agreements (OLAs).
Tag(s): technical support, SLA, service level agreement, OLA, operational level agreement - OLA, supportworld, support center
Date Published February 25, 2016 - Last Updated 6 Years, 354 Days, 4 Hours, 13 Minutes ago

The balanced scorecard aligns business activities to the vision and strategy of the organization and measures an organization’s progress toward its goals.
Tag(s): balanced scorecard, metrics and measurements, supportworld
Date Published February 24, 2016 - Last Updated 4 Years, 229 Days, 4 Hours, 57 Minutes ago

The ability to peer review, monitor, and mentor is ultimately a rewarding gift to the support center analyst and to the support center.
Tag(s): support operations, supportworld
Date Published January 29, 2016 - Last Updated 6 Years, 354 Days, 4 Hours, 13 Minutes ago

Like it or not, feelings and emotions play a huge role in every area of our personal and professional lives. The best leaders understand the source of negative emotions and are able to channel those feelings into ones of productivity, solutions, and positive results.
Tag(s): employee engagement, gamification, hdi conference, practices and processes, people, supportworld
Date Published January 28, 2016 - Last Updated 7 Years, 60 Days, 10 Hours, 7 Minutes ago

Support organizations have come a long way with the tools used for providing end-user support, but the trends for support's technology use and implementation are constantly changing. So, where are we now?
Tag(s): infographic, technology, technical support, service desk technology, supportworld
Date Published January 21, 2016 - Last Updated 2 Years, 268 Days, 6 Hours, 29 Minutes ago

In this update to the 2014 road map, the DSAB articulates the continuing evolution of desktop support, including the skills needed, and industry trends, such as cloud computing, shadow IT, BYOD, virtualization, security needs, and consumerization.
Tag(s): desktop support, HDI, business value, leadership, service strategy, technology, supportworld
Date Published January 13, 2016 - Last Updated 7 Years, 60 Days, 10 Hours, 6 Minutes ago