New Position Demonstrates HDI’s Strengthened Focus on Industry Research

COLORADO SPRINGS, Colo. — February 13, 2007 — HDI (, the world's largest membership association for IT service and support professionals and the premier certification body for the industry, today announced that Jenny Rains has joined the organization as a research analyst. The creation of this new position demonstrates HDI’s commitment to industry research that will serve the field of IT service and support.

Rains has expertise in survey research and program evaluation. Prior to joining HDI, she was a research/data analyst for one of the largest school districts in Colorado, where she was responsible for analyzing and reporting state and district assessment data for a district of 30,000 students. Rains has also been a part of the HDI Practices & Salary Survey team for the past four years as a consultant.

“I’m excited about joining the HDI team fulltime and being part of exciting research projects such as the Global Customer Satisfaction Benchmarking study, ITIM Best Practices research, aligning HDI’s surveys and assessments with the HDI Support Center Certification standards and updating the HDI Practices & Salary surveys to best meet the needs of the users,” commented Rains.

Rains graduated Summa Cum Laude from Sam Houston State University in Huntsville, Tex in 2001. She received a Masters degree in psychology with a specialty in research and statistics from the University of Colorado in 2004.

“We are delighted to add Jenny to our team. Her expertise in research and data analysis will provide a great benefit to our members,” said Rich Hand, executive director of membership, HDI. “HDI is committed to conducting more intensive and ongoing industry research. As the foremost resource for technical support centers, HDI is well positioned to take on this role.”

HDI also announced today findings of its annual Practices & Salary Survey, which highlights important trends in the help desk and IT service and support industry.

About HDI
HDI is the world’s largest IT service and support membership association and the industry’s premier training and certification body. Guided by an international panel of industry experts, 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 and certification in multiple languages and countries. For more information, visit or call +1 719.268.0174.

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