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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

 
Strategic planning requires focus. For some, that means getting away from the office, blocking time on their calendar, or maybe putting on red headphones.
Tag(s): hdichat, service management, supportworld, technical support as a business
Date Published February 6, 2017 - Last Updated 5 Years, 294 Days, 4 Hours, 44 Minutes ago

 
For technical support centers, technology and automation can play a role in improving performance and controlling costs.
Tag(s): automation, business value, costs, IT service management, performance management, productivity, service management, service quality, support center, supportworld, support operations, technical support, technology, trends
Date Published February 2, 2017 - Last Updated 5 Years, 294 Days, 4 Hours, 44 Minutes ago

 
The support center has been called “the face of IT” because it is where customers and users of information technology interact with the IT department. But everything has changed.
Tag(s): business alignment, business value, business of support, future of support, hdi conference, leadership, support center, supportworld, technical support
Date Published February 1, 2017 - Last Updated 5 Years, 294 Days, 4 Hours, 44 Minutes ago

 
These thought leaders are practitioners and consultants in the technical support and service management community and share insights on industry challenges and the future of the industry.
Tag(s): desktop support, customer experience, metrics and measurements, service management, support center, supportworld, technology, workforce enablement
Date Published January 31, 2017 - Last Updated 5 Years, 294 Days, 4 Hours, 44 Minutes ago

 
While information security is high on every IT executive’s list, that may not translate into good training and procedures at the service desk.
Tag(s): hdichat, ITSM, IT service management, security management, service management, service desk, support center, supportworld, technical support, training
Date Published January 30, 2017 - Last Updated 5 Years, 294 Days, 4 Hours, 44 Minutes ago

 
Elaine Carr explains why chunking is such a powerful training technique for support centers.
Tag(s): workforce enablement, training, supportworld, support center
Date Published January 26, 2017 - Last Updated 5 Years, 294 Days, 4 Hours, 44 Minutes ago

 
Since HDI started conducting research specific to desktop support, more than half the organizations responding have indicated an increase in tickets year over year.
Tag(s): desktop support, research, supportworld, metrics and measurements, support operations
Date Published January 25, 2017 - Last Updated 5 Years, 294 Days, 4 Hours, 44 Minutes ago

 
IT organizations need to do more than just think that they do service management and deliver services just because they adopted ITIL.
Tag(s): business value, ITIL, IT service management, ITSM, service management, supportworld
Date Published January 24, 2017 - Last Updated 5 Years, 294 Days, 4 Hours, 44 Minutes ago

 
Are you asking the right questions in customer surveys?
Tag(s): customer experience, customer satisfaction, customer service, supportworld, customer-satisfaction-measurement
Date Published January 23, 2017 - Last Updated 5 Years, 294 Days, 4 Hours, 44 Minutes ago

 
Almost all organizations and IT departments have started automating at least some processes in their business. The long-term trend will bring with it huge potential and efficiencies for support organizations. So, how will it potentially impact your business?
Tag(s): supportworld, technical support, automation, infographic
Date Published January 20, 2017 - Last Updated 2 Years, 198 Days, 23 Hours, 56 Minutes ago