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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

 
Inaccessible data can be worse than nothing. Here is how to address the issue.
Tag(s): supportworld, support models, technology
Date Published July 5, 2023 - Last Updated 4 Days, 9 Hours, 8 Minutes ago

 
With the rising popularity of generative AI, such as ChatGPT, cybercriminals are likely to exploit its capabilities for convincing phishing scams and in-depth vulnerability research.
Tag(s): supportworld, support models, technology
Date Published June 28, 2023 - Last Updated 4 Days, 9 Hours, 14 Minutes ago

 
An argument that ITIL® version 4 does IT a service by focusing on the human component of this working system.
Tag(s): supportworld, support models, technology
Date Published June 27, 2023 - Last Updated 4 Days, 9 Hours, 13 Minutes ago

 
Doug Rabold takes stock of his past year in the IT service and support industry after talking openly about being neurodivergent.
Tag(s): supportworld, support models, technology
Date Published June 26, 2023 - Last Updated 4 Days, 9 Hours, 9 Minutes ago

 
Following these seven tips will raise your chances of getting hired in the IT space.
Tag(s): supportworld, support models, technology
Date Published June 21, 2023 - Last Updated 4 Days, 10 Hours, 9 Minutes ago

 
As the weather heats up, our focus dims. Here is how to keep your team engaged.
Tag(s): supportworld, support models, technology
Date Published June 20, 2023 - Last Updated 4 Days, 9 Hours, 28 Minutes ago

 
Few, if any, are born with leadership skills fully formed. For the rest of us, we need practice.
Tag(s): supportworld, support models, technology
Date Published June 19, 2023 - Last Updated 4 Days, 9 Hours, 2 Minutes ago

 
We ask a few questions of Carol E. Williams, Service Management Office, Princeton University Office of Information Technology and a member of the HDI Strategic Advisory Board.
Tag(s): supportworld, support models, technology
Date Published June 14, 2023 - Last Updated 4 Days, 9 Hours, 6 Minutes ago

 
Here is a practical framework based on trustworthy data to ensure that the output of automation is reliable.
Tag(s): supportworld, support models, technology
Date Published June 12, 2023 - Last Updated 4 Days, 9 Hours, 10 Minutes ago

 
Here’s how to improve the decision-making process to game out whether an out-of-the-box solution will improve CX and EX.
Tag(s): supportworld, support models, technology
Date Published June 12, 2023 - Last Updated 4 Days, 9 Hours, 3 Minutes ago