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Practices and Salary Survey

Here's the inside scoop on statistical information in the support industry-exclusive to members! This must-read information is summarized in HDI's Annual Practices Survey, the definitive resource for trending and statistical information for the help desk and support center manager, as well as for the vendor who serves the support community, and in HDI's Annual Salary Survey that takes an in-depth look into the compensation of support personnel. If you're interested in even more historical information, the report archives date back to 1998.



HDI 2009 Practices & Salary Survey
By: HDI

HDI is the source for technical support and help desk benchmarking statistics and data. Each year, HDI surveys more than 1,000 help desk and service desk professionals 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)
  • Technical Support Training, Certification, and Satisfaction Trends (on-boarding, certifications, employee satisfaction, staff attrition)
  • Technical Support Salaries for United States, Canada and Australia (U.S. Regional salaries, bonuses, hiring trends)



HDI 2008 Practices & Salary Survey
By: HDI

A record number of support organizations have charted their support center’s performance metrics and salaries to create an overall look at the state of the industry and an analysis into practices used by support centers. This comprehensive report, due out in December 2008, is an indispensible resource for help desk managers and all IT service and support teams.

Industry practices revealed in areas such as:
• Salaries
• Software adoption rates
• Outsourcing trends
• Staff training
• Call times
• Customer satisfaction ratings







HDI 2007 Practices & Salary Survey
By: HDI

HDI publishes its annual Practices and Salary Survey in order to supply the industry with a valuable and convenient tool which can be utilized for several purposes. The Practices and Salary Survey 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 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 centers 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.



HDI 2006 Practices & Salary Survey
By: HDI

The 2006 HDI Practices and Salary Surveys are the definitive resources for trending and statistical information for the IT service and support center manager, as well as for the vendor who serves the support community. The Practice Survey identifies historical comparison and trending data that includes the proliferation of the global support organization, the blending of internal and external support, and the explosive growth of knowledge management and self support tools. The Salary Survey is the best resource for finding salary, training, and - new in 2006 - certification trends.

The 2006 edition combines these two valuable resources into one publication. It is our intention to put the power of knowledge at your fingertips in one convenient place. In 2007 we plan to make the surveys even more comprehensive by breaking up the large surveys into smaller and less time consuming pieces.

We continued in 2006 our industry sector analysis, including: education, healthcare/pharmaceutical, computer (hardware/software), financial (banking, insurance, securities), and government (public sector).



HDI 2005 Practices & Salary Survey
By: HDI

After analyzing the survey results, we noted that several trends were consistent with prior years and some indicated change. We have summarized those that we feel are significant and the more important findings for you to consider. Be sure to review the entire report for the best understanding of the practice trends in our industry!



HDI 2004 Practices & Salary Survey
By: HDI

HDI's 2004 Practices Survey is the definitive resource for trending information for the help desk and support center manager, as well as the vendor who serves the support community. The survey identifies historical comparison and trending that includes the proliferation of the global support organization, the blending of internal and external support, and the explosive growth of knowledge management and self support tools.



HDI 2003 Practices & Salary Survey
By: HDI

HDI’s Annual Practices survey was conducted in July and August of this year. The majority of participants in this survey were members of HDI (76%), with 37% of you indicating you are active in one of HDI’s Local Chapters. 724 companies completed the survey. Most survey results are compared to results from the 2002 survey; however, some questions are either new or were reworded to the extent that we did not believe a year to year comparison would be helpful.



HDI 2002 Practices & Salary Survey
By: HDI



HDI 2001 Practices & Salary Survey
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HDI 1999-2000 Practices & Salary Survey
By: HDI



HDI 1998 Practices & Salary Survey
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