Colorado Springs, CO – May 25, 2011 - HDI, a global membership association for IT service and technical support professionals and the industry’s premier certification body, today issued a call for participation in the 2011 HDI Support Center Practices & Salary Survey (

HDI's comprehensive survey researches IT support operations and gauges industry movement in areas such as incident management, framework 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, e-mail, and phone. The support tools section tracks the adoption and utilization of technical support applications and other tools. The survey also monitors current support center practices, such as framework implementation, service level agreements, and outsourcing trends. The performance metrics collected facilitate industry benchmarking for both phone and e-mail processes. Finally, the survey results track salaries for all staff levels in various regions, with the data broken down by education level, organization size, and types of support provided.

“The HDI Practices & Salary Survey results in the definitive report used by support managers worldwide to benchmark, share with stakeholders, and drive everyday business decisions,” says Jenny Rains, HDI’s research analyst. "The time managers invest in participating this year will yield meaningful data that will help their own companies assess their organizational maturity in relationship to the industry as a whole, shape new support initiatives, and move the organization forward."

In 2010, HDI collected and reported on survey data from more than 800 respondents representing countries worldwide. IT service and technical support managers can participate in this year’s survey online at ( The deadline for participation is July 8, 2011. All participants will receive a complimentary copy of the 2011 HDI Support Center Practices & Salary Report. In addition, upon completion of the survey, participants can access a free download of the 2010 HDI Support Center Practices & Salary Report. Members have additional access to HDI’s report archives, dating back to 1998.

Media and analysts may request a copy of the report from Melanie Adamich at (719) 785-5391 or [email protected].

About HDI HDI is a global 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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