by the Members of the HDI Desktop Support Advisory Board
Date Published January 13, 2016 - Last Updated October 5, 2016

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In the past, desktop support technicians were viewed as “break/fix” technicians or staff used solely for simple deskside visits, such as software installations. With the advent of remote support technologies and self-help, deskside visits for easy issues have become less frequent and are often handled by the service desk.

Two years ago, in “The Future of Desktop Support: A Road Map,” the HDI Desktop Support Advisory Board (DSAB) pointed out that the need for repair is no longer the primary purpose of desktop support. In this update, the DSAB articulates the continuing evolution of desktop support, including the skills needed, and industry trends, such as cloud computing, shadow IT, BYOD, virtualization, security needs, and consumerization.

Don’t miss this final revision, compiled by desktop support leaders from diverse industry verticals.



The primary mission of the HDI Desktop Support Advisory Board is to provide advice and guidance for the creation of industry standards, best practices, research, and professional development. The twenty-five board members represent organizations from a range of industries, and regardless of how large their organizations are or which support model they employ, each member provides critical insight into the trends and needs of the desktop support community.

Tag(s): desktop support, HDI, business value, leadership, service strategy, technology, supportworld


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