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Support Services

Your Resource for Navigating this Economy

With the current economic conditions, companies are talking about cutting costs... but cutting in the wrong places could have long term negative impacts.

Where do you cut back to reduce costs without compromising productivity or profits? And how do you find places where you can actually grow revenue? TSIA can help you with that.

From data-driven staffing and reducing cost per incident, to leveraging support resources for expansion and cross-selling, and a whole lot more, we’ve got you covered.

There’s no better time than now to be a TSIA support services member!

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:

Top Trends for Self-Service
Support Organizational Structures
Key Performance Indicators (KPIs) for Support Services
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.


The Power of Artificial Intelligence in Support Services

TSIA delves into AI in support services, considering hype vs. practicality, framework, deployment, and case studies.


From Service to Success Reinventing the role of the Field Service Engineer

Learn how reduced break/fix incidents create opportunities to focus on customer success, redefine roles, and build new career paths.

Research Report

The Customer Success and Support Services Alliance

This report looks at how CS and support teams work together to drive successful business outcomes and avoid critical escalation mismanagement.


Customer Effort Removing Friction Points in your End to End Support Process

Learn best practices for deploying CES surveys and common areas of conflict within the support process that can benefit from CES survey feedback.


Customer Effort Removing Friction Points in your End to End Support Process OD

Learn best practices for deploying CES surveys and common areas of conflict within the support process that can benefit from CES survey feedback.

Research Report

The Digital and Service Transformation of Keysight Technologies Case Study

This report looks at the value of telemetry and connectivity with customers and the installed base.


The State of Support Services 2023

Join us for the latest in support services research and get the keys to succeeding in 2023 and beyond.


Optimizing Your Services Supply Chain

Join us as we dive into TSIA’s benchmark data and look to the future of spare parts, logistics, and supply chain to help you optimize your operation.


The State of Field Services 2023

Get the latest TSIA research on field services trends, revenue growth opportunities, and profitable cost-cutting methods.

Research Report

The State of Field Services: 2023

An overview of the capabilities in which field services organizations must invest during 2023 and beyond.

Research Report

TSIA Support Services Benchmarking

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

Research Report

The State of Support Services: 2023

This report discusses key marketplace trends and critical capabilities that support services organizations must acquire to ensure success in 2023.


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
VP, Customer & Technology Operations


Mohammed Ajouz
SVP, Global Head of Product Support

Dell Technologies

Mary Cay Kosten
SVP, Dell Technologies Services Operations

Schneider Electric

Angela Reid
VP of Digital Customer Support & Satisfaction Capabilities


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.