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The Latest from SupportWorld

#HDIchat Recap: What Is Your Favorite Metric?

In last week's #HDIchat, participants discussed their favorite metrics.
Date Published December 6, 2016 - Last Updated December 15, 2016

People and Personalities: Tips for Navigating Workplace Relationships

One of the top reasons people leave an organization is because of personality differences. But there are two easy barometers you can use to adapt to others and communicate more successfully.
Date Published December 1, 2016 - Last Updated September 8, 2017

Focus on Enterprise Service Management

Enterprise service management provides an opportunity for IT to assume a vital role within the organization, bringing specific expertise and experience to the enterprise as a whole.
Date Published December 1, 2016 - Last Updated April 19, 2019

Focus on Improvement: Making the Case to Your Management

Until you can show the value the support center contributes to the business, it will be difficult to get approval for any substantial improvements the support center needs.
Date Published December 1, 2016 - Last Updated October 31, 2016

Is the Automation Storm Coming to the Service Desk?

The coming of automation in the support center will be an evolution, and you should be thinking of ways this technology can assist you and your team.
Date Published November 30, 2016 - Last Updated April 19, 2019

The Customer Hears How You Look: A Learning Moment

Often, the only interaction end users have with IT is through a phone call to the support center. How the analyst handles the telephone call will often make or break the customer experience.
Date Published November 29, 2016 - Last Updated April 19, 2019

Staffing Ratios for Support: Not the Best Way!

HDI often gets some variation on the question, “What’s the right ratio of support analysts to employees for internal support?” It’s a fair question, but it’s not the right question.
Date Published November 22, 2016 - Last Updated April 19, 2019

Gain Industry Knowledge Through Networking

Networking means more than exchanging business cards or adding people to your LinkedIn network. For a rewarding networking experience, bring your questions, share your knowledge, and follow up.
Date Published November 21, 2016 - Last Updated April 19, 2019

Customer Service Excellence: Now More Than Ever

Excellence in five areas of customer service can contribute greatly to the effectiveness of service management, which is expanding beyond the world of IT.
Date Published November 17, 2016 - Last Updated April 19, 2019

Improve Service Continuity Through Process Integration

In IT, following the process will reduce the mean time to resolve incidents, which in turn restores services to normalcy in a timely manner.
Date Published November 16, 2016 - Last Updated April 19, 2019