Colorado Springs, CO – June 9, 2010 - HDI, the world's largest membership association for IT service and technical support professionals and the industry’s premier certification body, today issued a call for participation in the 2010 HDI Practices and Salary Survey (

HDI’s comprehensive survey researches IT support operations and gauges industry movement in areas such as incident management, software adoption, outsourcing trends, staff training, performance metrics, customer satisfaction ratings, and salaries. The incident management area of the survey tracks historical data on incident volume, resolution rates, and fully-burdened costs per type of support including chat, email, and phone. The support tools section tracks which software applications and other tools are readily adopted and how they are utilized. The survey also monitors current support center practices such as framework implementation, service level agreements, and outsourcing trends. Performance metrics collected allow industry benchmarking for both phone and e-mail processes. Lastly, the salary section tracks trends for all staff levels. This year, HDI has expanded efforts to include not just the United States and Canada, but Australia, India, and the United Kingdom as well.

“The HDI Practices and Salary Survey results in a report which is utilized by support managers worldwide to benchmark, share with senior leadership, and drive everyday business decisions,” says Jenny Rains, Research Analyst for HDI. “All the data submitted during the survey process is kept completely anonymous, so support centers can feel comfortable contributing honest, accurate information.”

The resulting survey report allows IT service and technical support professionals to benchmark their centers’ performance metrics, processes, and organizational maturity in relationship to the industry as a whole. In 2009, HDI collected and reported on survey data from more than 1,000 respondents representing countries worldwide. HDI’s report archives date back to 1998.

“This survey is the definitive resource for trending, in-depth statistical information, and compensation levels for support center managers worldwide,” says Cinda Daly, Director of Business Content for HDI. “The time managers invest in participating this year will yield meaningful, industry-wide data that will help companies shape practices, gain the commitment of stakeholders to support initiatives, and move the organization forward.”

IT service and technical support managers can participate in this year’s survey online at The deadline for participation is July 23, 2010. All participants will receive a complimentary copy of the 2010 HDI Practices and Salary Survey Report. In addition, upon completion of the survey, participants can access a free download of the 2009 Practices and Salary Report.

Media and analysts may request a copy of the report from Allison Wroe of HDI at (719) 785-5355 or [email protected].

About HDI
HDI is the world’s largest IT service and technical support membership association and the industry’s premier certification and training body. Guided by an international panel of industry experts and practitioners, HDI is the leading resource for help desk/support center emerging trends and best practices. HDI provides members with a vast repository of resources, networking opportunities and the largest industry event - the HDI Annual Conference and Expo. Headquartered in Colorado Springs, Colo., USA, HDI offers training in multiple languages and countries. For more information, visit or call +1 719.268.0174. HDI is part of UBM TechWeb.

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