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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

How to Create a Winning Support Strategy in the Age of Digital Transformation
November 6, 2019

The key to support in this era of digital transformation is being able to help...

Why Is Incident Categorization So Important?
November 5, 2019

There is no one right way to create a categorization scheme, but there are ways to...

Other Duties as Assigned: Knowledge Management
October 30, 2019

How one service desk built a knowledge management strategy with the resources and...

Live the Dream: Create a Team Vision and Put It into Action
October 29, 2019

Strategic thinking helps leaders to turn good teams into high-performing teams by...

AI-Driven Automation Is Changing the ITSM Game
October 28, 2019

The combination of AI and automation can replace or improve upon existing manual...