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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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- Processes and procedures
- Service management
- Knowledge management
- Technology
- Workforce management
- Customer Experience
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- Metrics and measurements
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The Latest from SupportWorld
Help us identify the people who are shaping the future of technical support and service management. Choose the Top 25 Thought Leaders for 2018.
Date Published November 30, 2018 - Last Updated December 13, 2018
You can create efficiencies in your service desk and increase employee productivity with smart technologies like AI, machine learning, and automations.
Date Published November 29, 2018 - Last Updated December 13, 2018
For this Metric of the Month, Jeff Rumburg looks at user self-service, the percentage of incidents that are resolved without the assistance of a live agent.
Date Published November 28, 2018 - Last Updated February 11, 2019
Roy Atkinson talks with Gregg Gregory to discuss teams, teambuilding, and leadership.
Date Published November 27, 2018 - Last Updated December 13, 2018
Automating code release along with early communication and planning help lower risk and reduce bureaucracy for change management.
Date Published November 20, 2018 - Last Updated December 13, 2018
Deliver a positive employee experience through a data-focused service desk.
Date Published November 19, 2018 - Last Updated December 13, 2018
Data is important but is not enough on its own. Using your data to communicate can help you establish trust.
Date Published November 15, 2018 - Last Updated December 13, 2018
Your team’s service delivery should include a continuous improvement cycle that asks if you are providing the right service now and for the future.
Date Published November 14, 2018 - Last Updated December 13, 2018
Now is a good time to reflect and consider what changes you need to make to become the leader you want to be.
Date Published November 13, 2018 - Last Updated December 13, 2018
Paul Dooley explains the typical structure for a service desk that uses a tiered support model and the possibility of combining tiered support with a swarming model.
Date Published November 8, 2018 - Last Updated December 13, 2018