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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

 
Developing a good improvement strategy can be hard, so we've compiled a list of twenty good practice principles to give your support organization a leg up.
Tag(s): supportworld, ITSM, service management, ITIL, process management, process-improvement, practices and processes, framework and methodologies, continual service improvement
Date Published January 26, 2024 - Last Updated 13 Days, 15 Hours, 2 Minutes ago

 
While continual improvement is important for every part of every IT organization, the lack of continual improvement practices may have the most significant impact on the service desk. The irony is that the service desk is sitting on a gold mine of data that could be used to identify and drive...
Tag(s): supportworld, ITSM, service management, continual service improvement, process management, process-improvement, practices and processes
Date Published January 24, 2024 - Last Updated 13 Days, 15 Hours, 3 Minutes ago

 
Forget robots taking over and stealing jobs! 2024 is about augmenting us, the human heroes, with the superpowers of conversational and generative AI. So, contact center leaders and tech support gurus, listen up!
Tag(s): supportworld, artificial intelligence, ITSM, service management, ITIL, business value, future of support
Date Published January 19, 2024 - Last Updated 13 Days, 16 Hours, 22 Minutes ago

 
In today's scenario, where customers expect agile and seamless service delivery, traditional hierarchical structures with isolated teams are fast becoming obsolete. Let's break down these silos!
Tag(s): supportworld, agile, best practice, people, staffing, support models, teamwork, team building
Date Published January 17, 2024 - Last Updated 9 Days, 23 Hours, 21 Minutes ago

 
With input from our community, we celebrate those who have done great work to build the collective knowledge base of the technical support and service management profession.
Tag(s): supportworld, collaboration, community, leadership, technical support, service management
Date Published January 11, 2024 - Last Updated 13 Days, 15 Hours, 4 Minutes ago

 
Rigorous status management can streamline IT support to give experience management practices the boost they need. Here's how.
Tag(s): supportworld, support models, service design, service catalog, service level agreement, service level, service strategy, service management
Date Published January 9, 2024 - Last Updated 9 Days, 21 Hours, 2 Minutes ago

 
January is named for the mythical Roman Janus, who had two faces, one looking forward and the other looking back. Let’s use that approach to see what 2023 brought and what we can see of 2024 as a result.
Tag(s): supportworld, artificial intelligence, ITSM, service management, ITIL, business value, future of support
Date Published January 8, 2024 - Last Updated 13 Days, 15 Hours, 25 Minutes ago

 
From identifying the metrics that are valuable to service centers to six things you should be doing when managing people, this year, we covered a variety of topics to make your work easier. Read on to find out our top four articles of 2023.
Tag(s): supportworld, leadership, artificial intelligence, service management, configuration management, asset management, service level management, service level agreement, people
Date Published December 28, 2023 - Last Updated 70 Days, 8 Hours, 44 Minutes ago

 
From advice for those impacted by the Great Layoff to creating a culture of improvement on your team, this year, we covered a variety of topics to make your work easier. As we count down to #1, here's the fourth installment of our top 23 articles of 2023.
Tag(s): supportworld, leadership, artificial intelligence, service management, people, staffing
Date Published December 27, 2023 - Last Updated 70 Days, 8 Hours, 55 Minutes ago

 
From navigating AI in service management to effectively reporting on what your team has accomplished, this year, we covered a variety of topics to make your work easier. As we count down to #1, here's the third installment of our top 23 articles of 2023.
Tag(s): supportworld, leadership, reporting-and-analytics, reporting, artificial intelligence, service management, performance management
Date Published December 26, 2023 - Last Updated 70 Days, 9 Hours, 14 Minutes ago