Research Corner
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HDI collects data on hot topics in the technical service and support industry. Quick bimonthly surveys and brief reports allow HDI to provide our community with timely, pertinent information.
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Past Reports
by
Jenny Rains
Published on May 17, 2012
Many support centers across the industry are making changes to their staff structures in order to improve customer service. Despite the structural changes being made, most organizations have retained the help desk as the single point of contact (SPOC). The online survey about support staff structure collected responses from 555 support professionals between March and April 2012. The responses revealed current practices associated with tiered and nontiered support, SPOC, location of positions within the organization, recent and future changes to the structure, and what seems to be proving successful.
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by
Jenny Rains
Published on Mar 20, 2012
The results presented in this report speak to the current level of popularity and current practices of the BYOD programs across the IT service and technical support community. This report also identifies the drivers that motivate the implementation of these programs, as well as employee satisfaction associated with BYOD for each type of device.
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by
Jenny Rains
Published on Jan 17, 2012
Analyzing the results from two years of data reveals some interesting trends in the world of mobile device support. The battle between the rapid acquisition of technology by customers and the support center’s mission to support them was not settled in the past year; on the contrary, it only intensified. Which devices are organizations supporting? Which ones are allowed to connect to resources? What changes are being made to accommodate customer needs? Download the full report concerning the IT service and technical support industry’s response to the rapid evolution of mobile device support.
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by
Jenny Rains
Published on Nov 16, 2011
Ticket volumes are steadily increasing, and both customers and support professionals are located in various on-site and off-site locations. The widespread adoption of remote support technology, which enables support teams to resolve incidents and provide service by connecting to customer devices without dispatching technicians, comes as no surprise. This November 2011 HDI Research Corner shares the current practices around remote support in the industry.
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by
Jenny Rains
Published on Sep 21, 2011
Support centers use ticket categorization to enable better ticket routing, more detailed reporting, and more accurate problem analysis. HDI polled its community via an online survey in August and September 2011 to explore the current practices and state of ticket categorization in the IT service and technical support community. A total of 461 organizations responded to the survey. Download the full report.
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