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Practices & Salary Report

The annual HDI Practices & Salary Report is the definitive resource for IT service, help desk, and technical support center trending and statistical information. This report provides current, valuable IT support statistics on items such as call resolution times, cost per incident, trending, and IT support salaries by job function, such as analyst, team lead, or manager. The IT support metrics are reported for the industry as a whole, and key metrics are also outlined by specific demographics (industry, type of support size of support center, and country).

Use this IT Salary Report to:
  • Validate existing practices
  • Benchmark your IT performance against like organizations
  • Compare IT support, help desk, and desktop support salaries for analysts, managers, directors and more

Pricing for 2009 Practices & Salary Report
Member Price: Free
Price: $178
Members receive one free copy, and can purchase additional copies for $148.
Purchase other issues.

2009 IT Salary Report

2009 Practices & Salary Report
By: Julie Neder, Jenny Rains, Bob Last

Each year we survey more than 1,000 help desk and service desk managers regarding service and support processes, tools, performance metrics, and salaries.

These comprehensive reports provide information on the following:
  • Incident Management Statistics (measurement by channel, cost, tracking, backlog, re-opens)
  • Technical Support Tools (incident management, knowledge management, self help, social media)
  • Technical Support Process, Procedures, and Strategies (ITIL processes, SLAs, charging for services, outsourcing)
  • Technical Support Performance Metrics (Reporting, resolution rates, abandonment rates, customer satisfaction)
  • IT Technical Support Training, Certification, and Satisfaction Trends (on-boarding, certifications, employee satisfaction, staff attrition)
  • IT Technical Support Salaries for United States, Canada and Australia (U.S. Regional salaries, bonuses, hiring trends)
2008 IT Salary Report

2008 Practices & Salary Report
By: Bob Last, Julie Neder, Jenny Rains

A record number of support organizations have charted their support center’s performance metrics and salary information to create an overall look at the state of the IT industry and an analysis into practices used by support center managers. This comprehensive report is an indispensible resource for help desk managers and all IT service and support teams.

Industry practices revealed in areas such as:
• Analysis, Team Lead, Manager, Director Salaries
• Software Adoption Rates
• Outsourcing Trends
• Staff Training
• Call Times
• Customer Satisfaction Ratings




2007 IT Salary Report

2007 Practices & Salary Report
By: Bob Last

The Practices & Salary Report provides an overall look at the state of the industry; it also offers an inside look at the practices used by support centers throughout the IT industry. This allows support center managers to validate existing practices, and discover new ideas for improving the current operations in their support center. In addition, the survey provides a set of data to which support center managers can benchmark against. With the idea of benchmarking in mind, this year’s results are reported not only for the industry as a whole, but key metrics are also broken down by the most requested demographics.
2006 IT Salary Report

2006 Practices & Salary Report
By: Rich Hand

The 2006 Practices & Salary Report is the definitive resources for trending and statistical information for the IT service and support center manager. The Practices & Salary Report identifies historical comparison and trending data that includes the proliferation of the global support organization, the blending of internal and external IT support, and the explosive growth of knowledge management and self-support tools. The report is the best resource for finding salary, training, and - new in 2006 - certification trends.
2005 IT Salary Report

2005 Practices & Salary Report
By: Julie Neider

The 2005 Practices & Salary Report is the definitive resources for trending and statistical information for the IT service and support center manager. The Practices & Salary Report identifies historical comparison and trending data.
2004 IT Salary Report

2004 Practices & Salary Report
By: Julie Neider & Jenny Rains

The 2004 Practices & Salary Report is the definitive resource for trending information for the help desk and IT support manager. The survey identifies historical comparison and trending that includes the proliferation of the global support organization, the blending of internal and external IT support, and the explosive growth of knowledge management and self support tools.
2003 IT Salary Report

2003 Practices & Salary Report
By: Julie Neider & Jenny Rains

The Annual Practices & Salary Survey was conducted in July and August 0f 2003. The majority of participants in this survey were members (76%), with 37% of you indicating you are active in one of the Local Chapters. 724 companies completed the survey with the majority of survey-takers being in the support center manager role.
2002 IT Salary Report

2002 Practices & Salary Report
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2001 IT Salary Report

2001 Practices & Salary Report
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1999 IT Salary Report

1999-2000 Practices & Salary Report
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1998 IT Salary Report

1998 Practices & Salary Report
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