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The Latest from SupportWorld

How to harness the strategic potential of your service desk

Unlock your service desk’s full potential. Learn how to transform it from a reactive support function into a strategic asset that drives business value.
Date Published June 16, 2025 - Last Updated June 16, 2025

5 Moments That Rewired My Thinking at SupportWorld Live 2025

This is not another "Top 5 Sessions" type of list – these are the five moments that challenged me during SupportWorld Live 2025. Can they do the same for you?

Date Published June 10, 2025 - Last Updated June 10, 2025

Row, Row, Row Your Boat…

Great service desks run in sync. Learn how clear roles, real-time feedback, and thoughtful leadership drive efficiency, culture, and customer outcomes.
Date Published June 9, 2025 - Last Updated June 9, 2025

Invest in Your Future: Save Big on HDI Training This Summer

This summer, take advantage of HDI’s hottest training deals yet — including 15% off single courses and BOGO 50% off pairs. Whether you're upskilling solo or empowering your team, these limited-time savings make it easy to invest in what’s next.
Date Published June 4, 2025 - Last Updated June 4, 2025

How to improve your training and development program

A thoughtful training and development program is key to building a stronger, more engaged IT support team. Learn how to define scope, gain buy-in, and measure success for long-term impact.
Date Published June 3, 2025 - Last Updated June 3, 2025

What Gardening Taught Me About Leadership

Using the metaphor of gardening, this article reveals how successful leadership requires the same patience, attention, and nurturing approach as cultivating a thriving garden. The piece explores five critical aspects of cultural development - environment preparation, team selection, issue...
Date Published May 30, 2025 - Last Updated May 30, 2025

Celebrating Excellence: Meet the 2025 HDI Award Winners

HDI honors excellence in tech support at SupportWorld Live 2025. Meet the outstanding individuals and teams who set new industry standards through innovation and service.
Date Published May 21, 2025 - Last Updated May 23, 2025

Why Your Team Needs an RACI Matrix

Learn how RACI Matrices clarify project roles and responsibilities by defining who's Responsible, Accountable, Consulted, and Informed in workflows today.
Date Published May 16, 2025 - Last Updated May 16, 2025

Introducing The Easiest Way to Grow Your IT Network This Year

Join HDI LinkUp, a new monthly virtual coffee chat connecting you with 4-5 IT peers. No pressure, no presentations, just real conversations with people who understand your world. Sign up now!
Date Published May 13, 2025 - Last Updated May 13, 2025

Cybersecurity: How The Service Desk Can Help

While many Service Desk Analysts see cybersecurity as a future career path, the reality is they already play a vital role in defending the organization. From spotting threats and enforcing policies to educating users and escalating incidents, the Service Desk is both the first and last line of...
Date Published May 13, 2025 - Last Updated May 13, 2025