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.

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Research Briefs

Published on Jul 23, 2015

While the Internet of Things (IoT), is rapidly expanding, it will undoubtedly present new support issues, it will also present an opportunity for internal support and their vendors' external, customer-facing support to cooperate formally to benefit a business's end users. To discover how—and whether—support organizations are planning for the IoT explosion, HDI fielded a survey to assess what both internal support and external, customer-facing support organizations are doing to prepare.

Published on May 06, 2015

Recent HDI research revealed that organizations are generally struggling with IT hardware asset management (HAM). When multiple systems, as well as people with varying levels of awareness or training, are involved, it results in inconsistent practices within organizations. However, even with 91 percent of technical support professionals reporting a need for change or addition to their current policies, HAM is providing noticeable financial and customer service benefits to the business. (Just imagine what the impact could be if the wheels were turning smoothly…)

Published on Apr 25, 2014

Published on Feb 27, 2014