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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

 
The best leaders are those who know how to guide their followers, helping them understand what's in it for them.
Tag(s): workforce enablement, leadership, people, performance management, supportworld
Date Published July 29, 2016 - Last Updated December 15, 2016

 
If you are not measuring incidents and service requests separately, start doing it. It’s a big step on the road to better support and service management.
Tag(s): best practice, incident management, metrics and measurements, support center, supportworld, technical support
Date Published July 28, 2016 - Last Updated December 15, 2016

 
Backlog is important to both the service provider and its customers and supplies. A clear definition is essential to avoiding miscommunication.
Tag(s): supportworld, KPI, metrics and measurements
Date Published July 22, 2016 - Last Updated December 15, 2016

 
Loss of trust can mean lost revenue. But with a few simple changes, you can reap all of the benefits that a high trust organization enjoys.
Tag(s): supportworld, service quality, relationship, employee satisfaction, customer service, customer experience, culture
Date Published July 20, 2016 - Last Updated December 15, 2016

 
Last week's #HDIchat featured some truth-telling about reporting and explored getting what you ask for in your RFP for a ticketing or ITSM tool. How does your organization measure up?
Tag(s): hdichat, supportworld, ITSM, reporting, reporting-and-analytics, technology
Date Published July 19, 2016 - Last Updated December 15, 2016

 
Last week's #HDIchat featured some truth-telling about project management, from single project focus to multiple simultaneous upgrades and changes.
Tag(s): hdichat, supportworld, ITSM, reporting, reporting-and-analytics, technology
Date Published July 19, 2016 - Last Updated December 15, 2016

 
KCS is a methodology that incorporates knowledge as a key component for service delivery and includes specific elements to follow for success.
Tag(s): best practice, case study, KCS, knowledge management, support center, supportworld
Date Published July 17, 2016 - Last Updated December 15, 2016

 
IT organizations spend considerable time, money, and energy on incident management, but what you should be investing your resources in is what customers want: incident resolution.
Tag(s): incident management, service management, supportworld
Date Published July 15, 2016 - Last Updated December 15, 2016

 
In last week's #HDIchat, we asked you to share your organization's position on analyst independence: Are your analysts required to use scripts? Do you measure adherence to scripts or guidelines? Do you monitor quality? How have these practices made a difference in your organization?
Tag(s): hdichat, service quality, quality management, quality assurance, monitoring, supportworld
Date Published July 5, 2016 - Last Updated December 15, 2016

 
Follow the journey of one company that transformed their localized help desk into an outsourced global service desk that provides 24x7 support.
Tag(s): case study, outsourcing, service level agreement, service providers, service desk, technical support, supportworld
Date Published July 3, 2016 - Last Updated December 15, 2016