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SupportWorld

Get the latest technical support and service management insights online, in-person, and in your inbox.

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

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Lessons Learned from IT Disasters
We asked thought leaders in the IT service and support industries for their takeaways when the microchips hit the fan.
Tag(s): supportworld, support models, technology
Date Published May 16, 2023 - Last Updated February 20, 2024
 
Leading Through Effective Communication
Here are some steps to ensure your message to your team is getting through all the noise.
Tag(s): supportworld, coaching, leadership
Date Published May 9, 2023 - Last Updated February 20, 2024
 
Five Important Things to Know About Vishing
A Q&A with Brian McDonald, a security officer with Mutare, a telecommunications company, on the latest cybersecurity threat.
Tag(s): supportworld, technology, security management
Date Published May 9, 2023 - Last Updated February 20, 2024
 
A History of Help Desks (So Far)
We’ve come a long way from needing paper forms and office visits to get our IT needs met.
Tag(s): supportworld, support models, technology
Date Published May 8, 2023 - Last Updated February 20, 2024
 
Announcing the 2023 HDI Awards Winners
After a long competition, we recognize the best of the best of the IT industry at SupportWorld Live in Las Vegas.
Tag(s): supportworld, support models, technology
Date Published May 3, 2023 - Last Updated February 20, 2024
 
The Cartography of the Service Desk
An imagined take at what a nation of the service desk industry would look like and what rules would make up its constitution.
Tag(s): supportworld, support models, technology
Date Published May 2, 2023 - Last Updated February 20, 2024
 
“What I Learned Was to Never Turn Down an Opportunity”
In this Q&A, HDI Strategic Advisory Board member Marni Casanova offers advice on turning challenges into opportunities.
Tag(s): supportworld, best practice, change management
Date Published May 1, 2023 - Last Updated February 20, 2024
 
The Problem with SLAs, and How to Fix It
Too often, IT orgs mislabel other metrics and offerings as SLAs. Here is why that can muddy the waters.
Tag(s): supportworld, support models, service level agreement
Date Published April 26, 2023 - Last Updated February 20, 2024
 
Customer Support is Not Only About Solving Problems
It’s about restoring the trust that has been broken. Terry White of Omdia discusses how to unpack this important concept.
Tag(s): supportworld, support models, technology
Date Published April 25, 2023 - Last Updated February 20, 2024
 
“Nothing is Accomplished Alone.”
In this Q&A, Roy Atkinson shares his perspectives on how success in the IT-industry still depends on our connections with others, despite tech advances.
Tag(s): supportworld, support models, technology
Date Published April 25, 2023 - Last Updated February 20, 2024
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