Research Corner
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HDI collects data on hot topics in the technical service and support industry. Quick bimonthly surveys and brief reports allow HDI to provide our community with timely, pertinent information.
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Past Reports
by
Jenny Rains
Published on Jan 17, 2012
Analyzing the results from two years of data reveals some interesting trends in the world of mobile device support. The battle between the rapid acquisition of technology by customers and the support center’s mission to support them was not settled in the past year; on the contrary, it only intensified. Which devices are organizations supporting? Which ones are allowed to connect to resources? What changes are being made to accommodate customer needs? Download the full report concerning the IT service and technical support industry’s response to the rapid evolution of mobile device support.
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by
Jenny Rains
Published on Nov 16, 2011
Ticket volumes are steadily increasing, and both customers and support professionals are located in various on-site and off-site locations. The widespread adoption of remote support technology, which enables support teams to resolve incidents and provide service by connecting to customer devices without dispatching technicians, comes as no surprise. This November 2011 HDI Research Corner shares the current practices around remote support in the industry.
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by
Jenny Rains
Published on Sep 21, 2011
Support centers use ticket categorization to enable better ticket routing, more detailed reporting, and more accurate problem analysis. HDI polled its community via an online survey in August and September 2011 to explore the current practices and state of ticket categorization in the IT service and technical support community. A total of 461 organizations responded to the survey. Download the full report.
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by
Jenny Rains
Published on Jul 19, 2011
Responses to this survey were collected online from 390 support organizations in June and July 2011. Results revealed that organizations utilizing chat as a support channel, on average, receive about 18 percent of their total tickets through chat from external customers, and about 17 percent for internal customers. The median cost per ticket resolved through chat is...(Download for the full report)
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by
Jenny Rains
Published on Jul 01, 2011
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 between May 2010 and June 2011. They are being provided together in this compilation for convenient access and review.
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