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Support Services

Get Support Services Best Practices Research and Advisory

At TSIA, we work directly with technical and customer support services executives and their teams to help them optimize, transform, and grow their organizations.
We do this through our benchmarking and advisory programs, as well as by providing access to data on support services trends, frameworks, and research.

Top Support Services Challenges

Here’s a look at the top business challenges we’re currently helping our Support Services members across the globe solve:

Customer self-service
Support organizational structures and models
Key metrics support organizations should be monitoring
Knowledge management best practices
Expand to see more business challenges we can help you solve+

TSIA Can Help

Whether your question is, “What is support services?” or you’re part of a mature support organization looking to transform to provide
next-level customer support, TSIA membership is for you.

Experience Our Research

Get a glimpse into our vault of board-ready data insight, thought leadership, and best practices in support services.

TSIA’s Support Services research is backed by over one million data points, and covers topics like self-service trends, support channel mix, best practices for supporting SaaS offerings, CSAT metrics, developing support staff skills, and more.

June 29

How to Be an Efficient Support Organization in a Subscriptionbased World

As companies continue to transform their technology from legacy on-premise products to XaaS subscription solutions, support organizations often strugg

June 07

From Traditional to XaaS Hardware: Navigating Your Digital Transformation

Join us as we discuss the waves of digital transformation for industrial equipment companies and the digital capabilities needed for each.

Data View

2021 Support Organization Structure

Summary report of the TSIA 2021 Support Organizational Structure Survey.

Research Report

TSIA Self-Service Best Practices

This report discusses TSIA self-service success and deflection best practices and related foundational KM practices.

Research Report

TSIA Support Services Benchmarking

This report explains the critical role the TSIA Support Services Benchmark process can play in driving organizational transformation.


Better Workforce Management to Optimize Cost and Customer Experience for Support

Learn methodologies for resourcing support centers to ensure you have the right amount of support engineers, with the right skills, at the right time.


The State of Field Services 2022

Learn which field service trends and capabilities your organization needs to embrace to succeed in 2022 and beyond, including digital transformation.

Research Report

The State of Field Services: 2022

An overview of the capabilities in which field services organizations must invest during 2022 and beyond.


The State of Support Services 2022

If your company provides remote services to customers to help them stand up and maintain access to your technology, this webinar is for you.

Research Report

The State of Support Services: 2022

This report discusses key marketplace trends and critical capabilities that support services organizations must acquire to ensure success in 2022.


Using ML-Powered Search to Fuel Customer Self-Service Success

Understand how ML-powered search really works, and how you can make the most of the latest innovations, both today and into the future.


Using the LAER Framework for Field Services Workforce Management

Learn how to use TSIA’s LAER model to help your Field Services organization optimize capacity planning and workforce management to meet changing SLAs.


Attend a TSIA Conference

TSIA conferences offer extensive insight and actionable takeaways for those in the support services community. You’ll find sessions focused on:

  • How digital transformation is creating the necessity for increased focus on front-line teams
  • Cross-business unit success: How Support organizations are crossing the business lines
  • Women in Support Services: What programs have been put in place to highlight, support, and advance women working in Support Services?
Vele Galovsky speaking at TSW

Experience Our Community

Join our community of support services leaders.


Meet Our Support Services Research Executives

This team of expert research executives heads up our support services research practice.

Support Services Advisory Board

This elite group of professionals advises TSIA on how to best deliver relevant programs, research, and events to members.


Lloyd Howlett
Vice President, Support & Customer Operations

Palo Alto Networks

Steve Blaz
VP, Global Customer Support

Google Cloud

Atul Nanda
VP, Cloud Support

Dell Technologies

Mary Cay Kosten
SVP, Dell Technologies Services Operations


TSIA Member Outcomes

Improving first-call resolution rates and increasing CSAT.

See the impact TSIA is making on the tech industry by helping support services organizations improve their performance.