Take advantage of HDI's exclusive research and data to see where the industry is—and where it's headed.
Each month HDI collects data on hot topics in the technical service and support industry. Quick surveys and brief reports allow HDI to provide our members with timely, pertinent information.
HDI is pleased to announce that in addition to our traditional HDI Support Center Practices & Salary Survey, we’ve expanded our research efforts to focus on the desktop support community. The HDI Desktop Support Practices & Salary Report provides insight into current processes, technologies, metrics, staffing models, and salaries within desktop support.
Every year, HDI conducts an in-depth survey of the support center practices and operations, metrics, demographics, and salary. This annual report is one of the most valuable resources for comparing your organization to others.
With over 80 percent of technical support centers measuring customer satisfaction, it is clearly a high-priority performance metric. But how do these support centers' customer satisfaction scores compare to each other? How do your support centers and analysts measure up? To find out, HDI conducted a study to measure customer satisfaction within IT and technical support organizations.
Incident volume continues to rise, as new services are added and changes are continually made to existing services—infrastructure, apps, mobile devices and virtualization. IT support must better leverage service management frameworks, standards and practices to align its offerings with customer needs and business goals to demonstrate the value the IT service desk provides.
This collection of HDI Research Corner reports establishes a body of knowledge around current industry topics and practices. Each report included in this compilation was released individually to the IT service and technical support community on a monthly basis between May 2010 and June 2011. They are being provided together in this compilation for convenient access and review.