SupportWorld

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

 
There’s a difference between saying “I feel feverish” and saying “My temperature is 101°F.” In the second case, you’ve used a measuring device (thermometer) to find out what your temperature really is. Likewise, we can make a guess that “Our customers like us” because of comments in the hallway,...
Tag(s): customer-satisfaction-measurement, customer experience, customer satisfaction, supportworld
December 1, 2014

 
DevOps is poised to change IT, and the same ITSM practitioners who’ve been dismissing DevOps are the ones most equipped to support DevOps initiatives and create value for the business. Find out how ITSM practitioners can contribute to this exciting organizational journey.
Tag(s): supportworld, devops, ITSM, IT service management
July 1, 2013

 
Support organizations have come a long way with the tools used for providing end-user support, but the trends for support's technology use and implementation are constantly changing. So, where are we now?
Tag(s): infographic, technology, technical support, supportworld

 
Improving service management requires organizations to do things differently, and doing things differently requires organizational change. This white paper describes a straightforward, reproducible method of managing organizational change that will help ensure the success of any service...
Tag(s): white paper, service management, practices and processes, change management, organizational change management, supportworld

Tag(s): supportworld, incident management, webinars

 
Register now! 

Everyone knows changes are risky; change management is responsible for managing that change-related risk. In theory, it's simple; in the real world, it's a far cry harder. This webinar presents a...
Tag(s): supportworld, incident management, webinars

 
Today, field and support service organizations are being challenged to replace traditional service offerings, where technical services are provided for a fixed price, to new models where revenue is earned by delivering positive customer outcomes. The biggest problem with confronting this...
Tag(s): business of support, supportworld

 

Register now!

More organizations than ever before are now recognizing the importance of the employee experience....

Tag(s): supportworld, incident management, webinars

 
Register now! 

Because more of our world depends on technology, complexity, criticality, and risk are all increasing, and so is the cost of...
Tag(s): supportworld, incident management, webinars

 

Register now!

Customer service has changed a great deal over the last decade. Currently, one of the major trends has us all...

Tag(s): supportworld, incident management, webinars


Looking for Specific Topics? Try These: