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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

 
Don't confuse VIP people with VIP issues. Prioritize service requests based on business impact, not individual status. Learn how to build a service desk culture that values both.
Tag(s): supportworld, SLA, culture
Date Published September 25, 2024 - Last Updated September 25, 2024

 
A Q&A with Gina Montague from Infinite Campus, the winner of the Best Service & Support Culture award at the 2024 HDI Global Service and Support Awards.
Tag(s): supportworld, best practice, culture
Date Published September 25, 2024 - Last Updated September 25, 2024

 
Get ready to debunk ITSM myths and gain valuable insights at HDI's Service Management World! Join a panel of industry experts for an interactive session on myth-busting and learn practical tips to improve your ITSM practices. Register now and save $400 with the code ERICASOCIAL.
Tag(s): supportworld, community
Date Published September 16, 2024 - Last Updated September 16, 2024

 
Learn how to standardize processes, improve communication, and implement a simple post-incident review to enhance service quality and user satisfaction.
Tag(s): supportworld, support models, best practice
Date Published September 16, 2024 - Last Updated September 16, 2024

 
Is walk-up IT support a relic of the past in the age of hybrid work? Discover how companies are adapting traditional in-person support to meet the evolving needs of remote and hybrid employees. Learn about the benefits, challenges, and future trends of walk-up support in the modern workplace.
Tag(s): supportworld, support models, best practice
Date Published September 16, 2024 - Last Updated September 16, 2024

Tag(s): supportworld
Date Published September 13, 2024 - Last Updated September 17, 2024

 
Learn valuable lessons on standing up for your customers, designing user-friendly systems, and improving internal communication to foster a successful, growing team.
Tag(s): supportworld, support models, best practice
Date Published September 11, 2024 - Last Updated September 11, 2024

 
Learn how to transform your ITSM department from a cost center to a strategic powerhouse. Discover how to identify performance gaps, connect ITSM to business goals, and build a high-impact team.
Tag(s): supportworld, support models, best practice
Date Published September 9, 2024 - Last Updated September 9, 2024

 
Discover the benefits of shifting away from metric-driven feedback and how to implement a more positive approach. Join Calen Sifferman's session at HDI's Service Management World to gain valuable insights and practical strategies.
Tag(s): supportworld, support models, best practice
Date Published September 3, 2024 - Last Updated September 3, 2024

 

This article discusses the importance of setting realistic expectations for Generative AI in IT support, drawing parallels to past AI developments and emphasizing the enduring value of human connection in service delivery.
Tag(s): research, self-service tools, supportworld, artificial intelligence, technology
Date Published September 3, 2024 - Last Updated September 3, 2024