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

 
Comprehending the information taught in a training class can give you a false sense of security. Applying the concepts learned takes more work.
Tag(s): supportworld, training, workforce enablement, workforce enablement
January 8, 2019

 
ITSM exists in every organization that leverages technology in achieving business results. But good ITSM has to be more than just answering the phone or making a change.
Tag(s): supportworld, service management, business value, ITSM, IT service management
January 4, 2019

 
Contrary to reports that tech support is diminishing with advances in artificial intelligence and automation, the support industry is holding steady.
Tag(s): supportworld, technical support, support center, research, automation, metrics and measurements
January 3, 2019

 
Learn how to implement a multifaceted effort for your service desk.
Tag(s): supportworld, support channels, support center, service management, customer experience, multichannel support
December 26, 2018

 
Create learning objectives and baseline performance and then calculate your ROI to show how training benefits the business.
Tag(s): supportworld, support center, metrics and measurements, business value, training
December 19, 2018

 
The role of the service and support manager is to monitor and optimize the use of people, process, and tools to perform services that deliver value.
Tag(s): supportworld, service management, technical support, technology, trends
December 18, 2018

 
Many organizations see a significant drop in morale for employees in their second year of service.
Tag(s): supportworld, workforce enablement, workforce enablement, service desk, people, leadership
December 13, 2018

 
HDI community members share ideas for collaborating between and consolidating service desks.
Tag(s): supportworld, support center, service desk, collaboration, ITSM
December 12, 2018

 
In this episode of HDI’s SPOCcast podcast, Roy interviewed with Simone Jo Moore to discuss the human side of AI, the future of training, and the meaning of VUCA.
Tag(s): supportworld, service management, framework and methodologies, ITIL, ITSM, training
December 11, 2018

 
Do you allow for a ticket status that will stop the SLA clock? How do you manage this?
Tag(s): supportworld, service management, SLA, FAQ
December 6, 2018


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