Research

Take advantage of HDI's exclusive research and data to see where the industry is—and where it's headed.

Research Briefs

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 Support Center Practices & Salary Report

Every year, HDI conducts an in-depth survey of the support center practices and operations, metrics, demographics, and salary. These annual reports are valuable resources for comparing your organization to others in the industry.

Service Management: Not Just for IT Anymore

Service Management: Not Just for IT Anymore

The expansion of the principles of IT service management (ITSM) to areas outside of IT has been a topic of conversation in the hallways and gathering places at conferences and meetings for several years. In order to learn how service support practices have adapted and been adapted as a result of changes in the industry, and whether ITSM has expanded beyond IT, HDI and itSMF USA collaborated on a survey to learn more about what organizations are actually doing.

2014 HDI Desktop Support Practices & Salary Report

HDI Desktop Support Practices & Salary Report

These annual reports provide insight into current processes, technologies, metrics, staffing models, and salaries within desktop support.

HDI Research Brief Compilation

This collection of HDI Research Briefs 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.

The Technical Support Center of the Future

The Technical Support Center of the Future

Today’s consumers have at their fingertips more tools for communication, collaboration, and creativity than were hardly even imagined just a decade or two ago. But as technology evolves and becomes even more integral to business operations, technical support centers likely will need more diversified skill sets, including staff with nontechnical skills, to meet the needs of their organizations in the future.

The War for Talent

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.”

Customer Satisfaction Benchmarking Study

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.

State of the IT Service Desk Cover

State of the IT Service Desk: Change Management Remains Key

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.