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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:
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The Latest from SupportWorld
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.
Date Published January 31, 2017 - Last Updated December 6, 2017
While information security is high on every IT executive’s list, that may not translate into good training and procedures at the service desk.
Date Published January 30, 2017 - Last Updated December 6, 2017
Elaine Carr explains why chunking is such a powerful training technique for support centers.
Date Published January 26, 2017 - Last Updated December 6, 2017
Since HDI started conducting research specific to desktop support, more than half the organizations responding have indicated an increase in tickets year over year.
Date Published January 25, 2017 - Last Updated December 6, 2017
IT organizations need to do more than just think that they do service management and deliver services just because they adopted ITIL.
Date Published January 24, 2017 - Last Updated December 6, 2017
Are you asking the right questions in customer surveys?
Date Published January 23, 2017 - Last Updated December 6, 2017
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?
Date Published January 20, 2017 - Last Updated March 10, 2021
Often, when IT organizations first stand up a formal problem management process, the technical staff are unsure as to when to open a problem record.
Date Published January 19, 2017 - Last Updated December 6, 2017
Review the metrics you report for your support center more than once a year, and you’ll be better equipped to answer questions and request investments.
Date Published January 18, 2017 - Last Updated December 6, 2017
How important is customer satisfaction in your organization, and what are you doing to improve the service you deliver?
Date Published January 17, 2017 - Last Updated December 6, 2017