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SupportWorld

Get the latest technical support and service management insights online, in-person, and in your inbox.

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

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A History of Help Desks (So Far)
We’ve come a long way from needing paper forms and office visits to get our IT needs met.
Tag(s): supportworld, support models, technology
Date Published May 8, 2023 - Last Updated 103 Days, 16 Hours, 36 Minutes ago
 
Announcing the 2023 HDI Awards Winners
After a long competition, we recognize the best of the best of the IT industry at SupportWorld Live in Las Vegas.
Tag(s): supportworld, support models, technology
Date Published May 3, 2023 - Last Updated 103 Days, 16 Hours, 36 Minutes ago
 
The Cartography of the Service Desk
An imagined take at what a nation of the service desk industry would look like and what rules would make up its constitution.
Tag(s): supportworld, support models, technology
Date Published May 2, 2023 - Last Updated 103 Days, 16 Hours, 36 Minutes ago
 
“What I Learned Was to Never Turn Down an Opportunity”
In this Q&A, HDI Strategic Advisory Board member Marni Casanova offers advice on turning challenges into opportunities.
Tag(s): supportworld, best practice, change management
Date Published May 1, 2023 - Last Updated 103 Days, 16 Hours, 36 Minutes ago
 
The Problem with SLAs, and How to Fix It
Too often, IT orgs mislabel other metrics and offerings as SLAs. Here is why that can muddy the waters.
Tag(s): supportworld, support models, service level agreement
Date Published April 26, 2023 - Last Updated 103 Days, 16 Hours, 36 Minutes ago
 
Customer Support is Not Only About Solving Problems
It’s about restoring the trust that has been broken. Terry White of Omdia discusses how to unpack this important concept.
Tag(s): supportworld, support models, technology
Date Published April 25, 2023 - Last Updated 103 Days, 16 Hours, 36 Minutes ago
 
“Nothing is Accomplished Alone.”
In this Q&A, Roy Atkinson shares his perspectives on how success in the IT-industry still depends on our connections with others, despite tech advances.
Tag(s): supportworld, support models, technology
Date Published April 25, 2023 - Last Updated 103 Days, 16 Hours, 36 Minutes ago
 
Why Your IT Team Should Journal Everything
The only way to ensure IT service is to track the data. The only way to ensure you have the data is to encourage your team to take the time to document their actions.
Tag(s): supportworld, support models, technology
Date Published April 19, 2023 - Last Updated 153 Days, 13 Hours, 50 Minutes ago
 
Great Questions and Assessments for IT Service Interviews
We ask HDI thought leaders and featured contributors their thoughts on how to uncover the best candidates.
Tag(s): supportworld, human resources, workforce enablement
Date Published April 18, 2023 - Last Updated 153 Days, 12 Hours, 53 Minutes ago
 
Look Within to Manage Experience
Creating a positive environment for employees is now a must-have item, even for businesses that focus on experience management.
Tag(s): supportworld, employee satisfaction, employee engagement
Date Published April 17, 2023 - Last Updated 153 Days, 13 Hours, 50 Minutes ago
Previous1...345...126Next