Research Briefs


HDI collects data on hot topics in the technical service and support industry. Quick surveys result in insightful research briefs that provide our community with timely, pertinent information that they can discuss with their peers, share with executives, and use to make research-based business decisions.

Our research is available to HDI members only. Learn more about HDI membership.


SaaS vs. On-Premises Service Management Solutions

We want to learn more about support center practices, experiences, concerns, and expectations around these two solution options. If you complete this five-minute survey on service management solutions, we’ll share the results with you when we release the report.

Take the survey!


Research Briefs



Published on Apr 25, 2014


Published on Feb 27, 2014

Published on Dec 23, 2013


Published on Sep 25, 2013

Desktop Support Edition


Published on Aug 08, 2013

Customer Technical Support Edition