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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

The growing trend toward BYOD will continue to pose challenges for allocating service desk resources more creatively and accommodating users’ needs.
Tag(s): best practice, byod, service desk, business value, technology, supportworld
Date Published May 1, 2015 - Last Updated 7 Years, 135 Days, 16 Hours, 37 Minutes ago

No matter how great the IT department is doing behind the scenes, it’s the frontline service desk that everyone sees. Since the service desk is the face of the IT department to the company, that face should have a smile on it, be familiar and helpful, address issues quickly, and keep everyone...
Tag(s): service desk, support center, desktop support, business value, outsourcing, supportworld
Date Published April 23, 2015 - Last Updated 7 Years, 135 Days, 16 Hours, 32 Minutes ago

If your organization is invested in sharing knowledge, the five measures presented in this article will help you report on progress and reinforce behaviors.
Tag(s): KM, knowledge management, metrics and measurements, process-improvement, reporting-and-analytics, service management, KCS, ITSM, IT service management, supportworld
Date Published April 23, 2015 - Last Updated 7 Years, 135 Days, 16 Hours, 35 Minutes ago

The mere availability of a technology doesn’t mean it will be successful in the future; there are many other factors at play (societal, political, organizational), and most of these technologies will have no impact on customers or technical support. But some will, and, in fact, already are. In...
Tag(s): future of support, technology, technical support, supportworld
Date Published April 23, 2015 - Last Updated 7 Years, 210 Days, 21 Hours, 40 Minutes ago

Is ITSM still relevant in the mobile age? Absolutely. ITSM and ITIL can and should provide the overall framework within which Agile development can successfully operate, developing and deploying apps that are part of a service fit for purpose and effective use in a mobile environment.
Tag(s): mobility, service management, ITSM, agile, framework and methodologies, supportworld
Date Published April 7, 2015 - Last Updated 7 Years, 135 Days, 16 Hours, 36 Minutes ago

The current world of IT is complex, and the best set of processes for your organization might be a combination of frameworks and methodologies rather than just one. This infographic illustrates data on how organizations of all sizes and across industries are using a comination of frameworks and...
Tag(s): framework and methodologies, framework, ITSM, IT service management, service management, supportworld, infographic
Date Published March 13, 2015 - Last Updated 2 Years, 196 Days, 15 Hours, 35 Minutes ago

If you don’t make mistakes, you’re just not trying hard enough. But what do you do when the inevitable happens? What do you do when you or your staff make a mistake? Mistakes can erode trust, but let’s be very clear: It’s not the mistake that ...
Tag(s): leadership, workforce enablement, customer service, customer experience, supportworld
Date Published March 7, 2015 - Last Updated 7 Years, 210 Days, 20 Hours, 35 Minutes ago

What is K-Flow, and how can it be used to promote and drive continuous improvement in the support organization?
Tag(s): KCS, best practice, KM, knowledge management, process, practices and processes, supportworld
Date Published March 4, 2015 - Last Updated 7 Years, 88 Days, 19 Hours, 34 Minutes ago

Given the multitude of challenges that IT has faced over the years, there's a growing recognition that IT must grow, change, and clearly demonstrate the value it gives back to the organization.
Tag(s): service management, research, supportworld
Date Published February 24, 2015 - Last Updated 7 Years, 135 Days, 16 Hours, 31 Minutes ago

New mobile trends present serious opportunities for businesses and IT departments—and serious risks for those that turn a blind eye to the evolving mobility landscape.
Tag(s): technology, mobility, infographic, devops, supportworld, internet of things
Date Published February 20, 2015 - Last Updated 2 Years, 196 Days, 14 Hours, 56 Minutes ago