HDI Publishes Two New Guides on IT Support Center and Help Desk Management Executive's Guide to Understanding Technical Support & Metrics

Catalog: Understanding Cost per Contact by Communications Channel Provide Practical Guidance, Education, and Advice to IT Executives

COLORADO SPRINGS, Colo. – December 12, 2005 — HDI, the world's largest membership association for IT service and support professionals and the premier certification body for the industry, has announced two new publications to help senior level support managers and corporate executives better understand and manage IT support.

The Executives Guide to Understanding Executive Support, authored by Robert Last provides a brief introduction for CIOs and IT executives to the concepts and techniques that are involved in managing a support center as a strategic asset. The guide focuses on the value of the support center, the history and future of technical support and IT support trends, as well as staffing guidelines, "nine things that senior management should understand about support centers and incoming calls," and support center metrics.

HDI's new Metrics Catalog – Volume 2: Understanding Cost per Contact by Communication Channels addresses several topics that will help support centers and IT help desks measure and improve their efficiency. This practical guide defines the notion of "cost per incident by communication channel and describes how to apply the balanced scorecard to manage support center operations. The Guide also discusses the impact of cost per incident on the balanced scorecard, presents case studies, and provides industry standards, other sources of information, and an implementation checklist.

"The objective of these publications is to provide our members with up-to-date, easy-to-use and highly valuable resources that will help them better and more efficiently manage their IT help desks and support organizations, and to be able to more effectively communicate the value of IT support to senior corporate management" explained Ron Muns, founder & CEO, HDI. "These are just two of the many publications and other benefits we provide to our members throughout the year."

The Executives Guide to Understanding Executive Support and Metrics Catalog – Volume 2: Understanding Cost per Contact by Communication Channels are available to HDI members free of charge or for purchase on HDI's eStore at http://www.thinkhdi.com/estore.

Media who would like review copies of these publications should contact Jennifer McClure of New Communications Strategies at (650)
331-0083 or jenm@newcomm-llc.com.

About HDI
HDI is the world's largest membership association for IT service and support professionals and the premier certification body for the industry. Founded in 1989, HDI's mission is to lead and promote the IT service and support industry by empowering its members through access to timely and valuable industry information, including reports and publications; encouraging member collaboration through events and online forums; and establishing internationally recognized, standards-based industry certification and training programs. In addition to membership, certification and training, HDI produces the world's largest and highest-rated event for service and support professionals, the HDI Annual Conference & Expo. HDI is member-focused, and remains vendor-neutral in its efforts to facilitate open, independent networking and information-sharing within the association network. HDI has more than 7,500 members worldwide including many of the Fortune 500, and 60 local chapters in North America. For more information, visit http://www.thinkhdi.com.

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Media Contact:

Jennifer McClure
New Communications Strategies
(650) 331-0083 – office
(650) 387-8590 – mobile
jenmcclure@newcomm-llc.com