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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
It is past time to do inventory of your legacy devices and make a plan to upgrade what is needed.
Date Published July 20, 2022 - Last Updated July 19, 2022
The State of Tech Support in 2022 is an invaluable resource as you plan for an uncertain future. And it is available to all HDI community members for free.
Date Published July 19, 2022 - Last Updated July 21, 2022
The war in Ukraine shows that we must remember the social contract between employers and employees. We must be there for our international team members.
Date Published July 19, 2022 - Last Updated January 20, 2023
A company’s strategy for hiring top tech talent should be driven by improving overall business outcomes, with a focus on retention and upskilling in a time of acute talent shortages.
Date Published July 19, 2022 - Last Updated January 20, 2023
Any good IT service management system must be adapted to work for your organization. Here is a recipe for how to do that.
Date Published July 13, 2022 - Last Updated February 16, 2024
Any structural system that you want to adopt must work with your organization’s needs and structure. Here are some factors to consider.
Date Published July 12, 2022 - Last Updated January 20, 2023
Hardware and software prices are soaring. Is this a good time to push forward or pull back? A look at the factors to consider.
Date Published July 11, 2022 - Last Updated January 20, 2023
HDI thought leaders weigh in on whether to focus on one metric or a composite of several. Here are their arguments.
Date Published July 7, 2022 - Last Updated January 20, 2023
All paths should lead to the same destination - the service that the customer wants when he wants it. Here’s a glimpse of what that looks like.
Date Published July 6, 2022 - Last Updated January 20, 2023
Subjugating the galaxy requires coordination that the Empire doesn’t seem to demonstrate reliably in the Star Wars series. Here are some features such a ticketing system might have.
Date Published July 5, 2022 - Last Updated January 20, 2023