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

While enterprise service management—the use of ITSM principles, best practice, and technology outside of IT—has been around a while, its time is very much now.
Tag(s): supportworld, service management, ITSM
August 23, 2018

Process documentation and adoption is often performed in a painstakingly difficult and time-consuming manner. Journey mapping can help simplify the process.
Tag(s): supportworld, service management, ITSM, process
August 22, 2018

Focus on these five key areas to help you fulfill your support center’s vision.
Tag(s): supportworld, support center, leadership, business alignment
August 16, 2018

Learn how this support organization defined their purpose, leveraged teamwork, focused on the customer, and set goals to become a valued service provider.
Tag(s): supportworld, service management, customer experience, process-improvement, business value, case study
August 14, 2018

Agent turnover can be costly and have a negative effect on service desk performance. Learn why.
Tag(s): workforce enablement, supportworld, metrics and measurements, customer satisfaction
August 9, 2018

There is still heated debate about which is better, or more relevant, or more modern: DevOps or ITSM.
Tag(s): supportworld, service management, ITSM, devops
August 8, 2018

Learn how a scorecard-based service management roadmap can help you measure and then manage your continuous service improvement (CSI) activities.
Tag(s): supportworld, metrics and measurements, service management, continual service improvement, balanced scorecard
August 7, 2018

When you re-focus customer service to play a strategic role in the larger customer experience, the benefits to both are tremendous.
Tag(s): supportworld, customer experience, customer service
August 1, 2018

HDI members share tips and techniques for getting end users engaged with your self-service portal.
Tag(s): supportworld, support center, service management, self-service, service catalog, knowledge management
July 31, 2018

Initiating new vs. known analysis will show you if your organization is maturing in its KCS process adoption.
Tag(s): supportworld, support center, service management, workforce enablement, knowledge management, KCS
July 26, 2018

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