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Think Services’ HDI Launches 11th Annual Practices and Salary Survey For the Help Desk/IT Service and Support Industry




Colorado Springs, Colo. – April 21, 2008 – Think Services’ HDI® (http://www.thinkhdi.com), the world's largest membership association for help desk and IT service and support professionals and the industry’s premier certification body, today issued a call for participation in the 2008 HDI Practices and Salary Survey (http://www.thinkhdi.com/takethesurvey2008).

HDI’s comprehensive survey researches IT support operations and gauges industry movement in areas such as incident management, software adoption rates, outsourcing trends, staff training, performance metrics, customer satisfaction ratings, and salaries. The incident management area of the survey tracks historical data on incident volume, resolution rates, and fully-burdened costs per type of support including chat, email, and phone. The support tools section tracks which software applications and other tools are readily adopted and how they are utilized. The survey also monitors current support center practices such as framework implementation, service level agreements, and outsourcing trends. Performance metrics collected allow industry benchmarking for both phone processes. Lastly, the salary section tracks trends for all staff levels within the United States and Canada.

The resulting survey report allows help desk managers and IT service and support professionals to benchmark their centers’ performance metrics, processes, and organizational maturity in relationship to the industry as a whole. In 2007, HDI collected and reported on survey data from more than 1,000 respondents representing five countries. HDI’s report archives date back to 1998.

“This survey report is one of the most utilized resources within our community,” said Rich Hand, HDI’s Executive Director of Membership. “We encourage all companies to participate in this survey, which is open to both HDI members and non-members, because the more data HDI receives, the greater the value of the resulting report for the IT support industry as a whole.”

Support center managers can join this year’s survey participants at http://www.thinkhdi.com/takethesurvey2008. The deadline for participation is July 21, 2008. All participants will receive a copy of the 2008 HDI Practices and Salary Survey report.

Media and analysts may request a copy of the report from Allison Wroe of HDI at (719) 785-5355 or awroe@thinkhdi.com.

About HDI
HDI, a Think Service, Inc. company, is the world’s largest IT service and support membership association and the industry’s premier certification and training body. Guided by an international panel of industry experts and practitioners, HDI is the leading resource for help desk/support center emerging trends and best practices. HDI provides members with a vast repository of resources, networking opportunities and the largest industry event - the HDI Annual Conference and Expo. Headquartered in Colorado Springs, Colo., USA, HDI offers training in multiple languages and countries. For more information, visit http://www.thinkhdi.com or call +1 719.268.0174.

About Think Services
Think Services connects specialized communities worldwide using innovative media, educational events, consulting, training and certification. Providing comprehensive opportunities for people to learn from, network with, and inspire each other, Think Services builds strong brands and works within communities to foster a unique affinity with its products and services. The division's flagship products include the Game Developers Conference, the Webby Award-winning Gamasutra.com, Game Developer magazine, the International Customer Management Institute, HDI (formerly the Help Desk Institute), and Dr. Dobb's Journal. Think Services is a subsidiary of United Business Media (http://www.unitedbusinessmedia.com/), a global provider of news distribution and specialist information services with a market capitalization of more than $2.5 billion. To learn more, visit http://www.think-services.com.

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