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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

 

 

In this webinar, HDI’s senior writer/analyst Roy Atkinson will look at our research and pull out the important changes and trends that will affect the coming year, using data from the HDI 2018 Technical Support Practices & Salary Reports. The discussion will...

Tag(s): supportworld, incident management, webinars
Date Published - Last Updated 2 Years, 150 Days, 12 Hours, 2 Minutes ago

 

 

As service management frameworks, concepts, and tools expand beyond the IT function, IT leaders and their teams play a critical role in helping define and explain the benefits of implementing a service-focused mindset across every business function. But it is important to...

Tag(s): webinars, supportworld, business value, IT service management, ITSM, enterprise service management
Date Published - Last Updated 1 Year, 27 Days, 11 Hours, 21 Minutes ago

 

 

Implementing role-based provisioning can help large organizations address common pain points and better secure private data, but implementation requires careful planning and takes time to get right. Join industry leader Phyllis Drucker to learn about the benefits you can realize...

Tag(s): webinars, supportworld, people, asset management, capacity management, configuration management
Date Published - Last Updated 1 Year, 46 Days, 22 Hours, 32 Minutes ago

 

 

Recent HDI surveys show that close to a quarter of organizations that have purchased a service management solution are in the process of replacing existing systems. The replacements are intended improve user/customer experience, support changes to service delivery models and...

Tag(s): webinars, supportworld, technology, ITSM, service management, IT service management, enterprise service management
Date Published - Last Updated 1 Year, 46 Days, 23 Hours, 28 Minutes ago

 
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
Date Published - Last Updated 7 Years, 362 Days, 18 Hours, 19 Minutes ago

 
Tough breaks happen. Bones break, hearts break. Referees make bad calls. Networks go down, stress goes up, less-capable colleagues get the promotion. We may be plagued by problems, but focusing on the unfairness of life induces self-doubt, rationalization, and mediocrity—and despair. We must get...
Tag(s): leadership, supportworld
Date Published - Last Updated 7 Years, 362 Days, 18 Hours, 18 Minutes ago

 

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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
Date Published - Last Updated 6 Years, 163 Days, 20 Hours ago

 

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Incident management is one of the primary processes of a support center. In order to...

Tag(s): supportworld, incident management, webinars
Date Published - Last Updated 7 Years, 63 Days, 16 Hours, 6 Minutes ago

 

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The HDI Service Improvement Award recognizes an organization that has successfully implemented or improved one or more service offerings. Attend this webinar to learn how the 2016...

Tag(s): community, membership, service management, continual service improvement, webinars, supportworld
Date Published - Last Updated 7 Years, 29 Days, 17 Hours, 35 Minutes ago

 

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Managing languages is a significant challenge for most service desks. To arm leaders with data and insight, join HDI and Lionbridge as they unveil the...

Tag(s): supportworld, webinars
Date Published - Last Updated 6 Years, 281 Days, 18 Hours, 32 Minutes ago