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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. |
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The HDI Desktop Support Practices & Salary Report provides insight into current processes, technologies, metrics, staffing models, and salaries within desktop support. |
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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. |
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In the current economic climate, organizations often face a surplus of applicants for job openings. In short supply, however, are qualified applicants: those who possess the right combination of in-demand skills, credentials, and experience. These hiring challenges, and their effects, have led to a “war for talent.” |
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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. They are being provided together in this compilation for convenient access and review. |
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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. |
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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. |