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 Dec 23, 2015

While service catalogs are intended to aid end users needing a service, an excessive number of catalogs in multiple locations, in any given organization—a concept known as catalog sprawl—could be hindering business productivity instead. In November 2015, HDI conducted an online survey to learn about how big of an issue catalog sprawl has become. In this report, HDI shares the findings, which reveal the current practices, plans, benefits, and challenges associated with consolidating catalogs into a shared location.

Published on Aug 31, 2015

Through various types of technology solutions, support organizations are empowering end users to resolve or submit their own issues and requests online. By offering these types of support options for a more self-sufficient workforce, organizations are embracing customers’ various work styles and preferences. As a result, customers feel respected and supported, which ultimately leads to a better overall experience with the support organization.

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