SupportWorld

Leading the technical support field with innovative content from experts around the globe, exclusive research, and strategies for all segments of the industry, HDI's SupportWorld helps you become the expert your support center needs. Here you’ll find information on:

  • Strategy and best practices
  • Service management
  • Technology
  • Workforce enablement
  • Processes and practices

Beyond the archives of valuable content, new articles are released every week.


The Latest from SupportWorld

 
The technical environment is getting more complex and diversified, and the demands put on the support center increase daily.
Tag(s): supportworld, support center, technology
July 18, 2018

 
Learn the five barometers of winning team cultures and the four components to turn a team’s culture around.
Tag(s): supportworld, workforce enablement, workforce enablement, team building, culture
July 17, 2018

 
Use lessons learned from the cloud to optimize service management.
Tag(s): supportworld, service management, ITSM, cloud computing
July 12, 2018

 
Jeff Rumburg explores the cause-and-effect relationships between desktop support KPIs.
Tag(s): supportworld, desktop support, metrics and measurements
July 11, 2018

 
If individuals are in the wrong roles or have moved past their usefulness in a role, the processes and procedures we have so carefully aligned can fail.
Tag(s): supportworld, workforce enablement, workforce enablement, people
July 10, 2018

 
It’s one thing to define and collect measures for the service desk. It is completely another thing to identify and collect the right measures.
Tag(s): supportworld, metrics and measurements, service management, ITSM
July 5, 2018

 
Many service management professionals struggle with designing a service portal from the customer’s standpoint.
Tag(s): supportworld, service management, service design, self-service
July 3, 2018

 
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More than one-third of organizations identify “managing an increased workload with existing staff” as their primary challenge, according to a...
Tag(s): incident management, webinars, supportworld
June 27, 2018

 
DevOps embodies the people, process, and technology philosophy by advocating that cultural transformation is as significant as digital transformation.
Tag(s): supportworld, service management, ITSM, IT service management, devops, culture
June 27, 2018

 
Learn how HDI members are handling SLAs for service desk call abandonment rate.
Tag(s): supportworld, metrics and measurements, FAQ, service management, service level agreement, SLA
June 26, 2018


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