When Apple announced the launch of the Apple Stores in 2001, it was met with widespread skepticism. There was concern over the impact the stores would have on Apple’s existing retail channels, the fact that Apple had no experience in retail, and that the mere existence of retail stores would do...
Date Published May 22, 2012 - Last Updated May 11, 2016
As organizations multisource their IT services, push services to the cloud, and consolidate services into enterprise-shared services to reduce costs, their success increasingly depends on relationship management rather than the deep systems expertise that has traditionally been their core...
Date Published May 22, 2012 - Last Updated May 11, 2016
Many organizations are starting to make significant structural, procedural, and cultural changes to the perception of desktop support, with the ultimate goal of better integrating it into the support organization. The struggle is in figuring out how to do this, how to apply that creative brush...
Date Published May 22, 2012 - Last Updated May 11, 2016
One of the most common questions I hear from IT support managers is “How many technicians should I have in desktop support?” In this white paper, I will present a rigorous methodology for determining the appropriate technician headcount for desktop support. By following this approach, desktop...
Date Published March 15, 2012 - Last Updated December 30, 2014
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...
Date Published - Last Updated October 25, 2016
Register now!
Industry luminary Matt Hooper will...
Date Published - Last Updated August 18, 2016
Register now!
Make-A-Wish® grants the wishes of children with life-threatening medical conditions to enrich...
Date Published - Last Updated November 28, 2016
Does “desktop support” have a future? The HDI Desktop Support Advisory Board thinks it does, and this white paper is a road map that will help organizations navigate the changes ahead.
Date Published - Last Updated April 30, 2015
Register now!
Configuration management is about...
Date Published - Last Updated July 21, 2016
Technology never stops evolving. So we’re left with a choice: evolve with it or get left behind. Because of these rapid changes, the technical support world is playing catch-up, trying to meet the demands of the latest litany of industry buzzwords: the cloud,...
Date Published - Last Updated December 30, 2014