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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

Whatever we do in regard to change management, it must be adaptive enough for all types of IT changes—not just applications or infrastructure.
Tag(s): supportworld, service management, ITSM, change management, business value, practices and processes, process
July 14, 2020

ITSM departments need to put processes in place to mitigate the risk of real and perceived security threats.
Tag(s): supportworld, service management, risk management
July 9, 2020

Learn how home-based work can contribute to a long-term business continuity strategy for service and support organizations.
Tag(s): supportworld, service management, business continuity, disaster recovery, service desk, support center
July 8, 2020

The service desk as the single point of contact helps enable a stronger shift-left strategy and the delivery of consistent and high-quality customer service.
Tag(s): supportworld, service management, support center, service desk, customer experience, customer service, single point of contact
July 7, 2020

With a skill set that combines technical aptitude with customer service and communication skills, good technical support candidates can be difficult to find.
Tag(s): supportworld, people, staffing, workforce enablement, workforce enablement, service desk, support center
July 2, 2020

Doug Tedder explores why problem management is so important and presents problem analysis techniques.
Tag(s): supportworld, service management, problem management, ITIL, ITSM
July 1, 2020

The industry has rediscovered that technology is not an end unto itself, but that its function is to serve and support people.
Tag(s): supportworld, service management, ITSM, technology, framework and methodologies
June 30, 2020

When you implement shift left, you create opportunities for your customers to use a tier of support that minimizes their efforts, your efforts, and costs.
Tag(s): supportworld, service management, service desk, support center, metrics and measurements, costs
June 26, 2020

Roy Atkinson interviewed David Moskowitz for his thoughts on the definition of systems thinking and why it’s important in IT.
Tag(s): supportworld, service management, ITSM, podcast
June 25, 2020

Poor ticket quality, which can increase the mean time to resolve and negatively impact customer satisfaction, should be measured at all levels of support.
Tag(s): supportworld, metrics and measurements, customer satisfaction, ITIL
June 23, 2020

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