Sneak Peek: 2016 Desktop Support Practices & Salary Data

with , Roy Atkinson
Tuesday, Nov 15, 2016

Register now!

In this webinar, HDI’s senior writer/analyst, Roy Atkinson, will showcase new data from the 2016 Desktop Support Practices & Salary Survey. This data, previously unpublished, will take a look at the technologies and trends in desktop support, with a spotlight on the importance of remote control and assistance.

Some of the data featured include: 

  • Frameworks and methodologies desktop support teams align with include ITIL, the HDI Support Center Standard, Lean, COBIT, and this year, DevOps
  • On average, customer satisfaction with desktop support exceeds customer satisfaction with the support center overall
  • The top five must-have technologies for desktop support include alerts and monitoring tools, and remote control
  • Remote control is used almost equally by the support center (81% of organizations) and by desktop support (80.6% of organizations)
  • 51% of organizations track desktop support tickets separately from other tickets
  • Nearly one-third of desktop support organizations are resolving 51-75% of tickets through remote support

Who should attend:

  • Desktop support managers, supervisors, and leads
  • Support center managers and supervisors whose teams provide desktop support
  • IT service managers who wish to be better informed about trends in the industry

Register now!

* This webinar is being hosted on HDI's BrightTalk channel. You will need to have a BrightTalk account to register for the webinar. Fortunately, registration is free!

Roy Atkinson
Group Principal Analyst
Roy Atkinson serves as CEO and Principal Advisor for Clifton Butterfield, LLC, a business advisory practice, and is one of the top influencers in the service and support industry. He is a Fellow of the Institute for Digital Transformation and a member of the HDI Strategic Advisory Board. Roy received the HDI Lifetime Achievement Award in 2019. He holds a master’s certificate in advanced management strategy from Tulane University’s Freeman School of Business. Follow him on Twitter @RoyAtkinson

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