Research Briefs

HDI collects data on hot topics in the technical service and support industry. Quick surveys result in insightful research briefs that provide our members with timely, pertinent information that they can discuss with their peers, share with executives, and use to make research-based business decisions.

These reports are an exclusive member benefit. Members, click on the cover below to view the latest research brief. Not a member yet? Become one today!



Past Briefs

Already a member? Access the research briefs listed below at HDI Connect!

  • Service Catalog Sprawl
  • Technology for Empowering End Users
  • Supporting the Internet of Things
  • IT Hardware Asset Management
  • Shadow IT: The Impact on Technical Support and the Opportunities for IT
  • Service Management Solutions: Where Are We Now?
  • Opportunities for Healthcare Support Centers to Prove Their Value
  • Improving Efficiency and Customer Service in Higher Education
  • The Alignment of Customer and Support Expectations
  • Problem Management in Technical Support
  • Desktop Support: Managing Ticket Volume Under Pressure
  • The Ups and Downs of Resolution Rates
  • Desktop Support Technology
  • Mobile Device Support and BYOD: Where Are We Now?
  • Desktop Support Metrics
  • External Customer-Facing Technical Support Metrics
  • Support-on-the-Go: Using Mobile Devices to Provide End-User Support
  • Desktop Support Through Remote Support
  • Agent Efficiency in Providing Customer Technical Support
  • Knowledge Management in Technical Support
  • Staffing Desktop Support
  • Inbound Contact Channels


  • An In-Depth Look at Multichannel Support
  • Mobile Endpoint Security
  • Measuring Customer Satisfaction with Support Services
  • Supporting Desktop Virtualization
  • Tier 0 (Self-Help) Support
  • Support Staff Structure
  • Bring Your Own Device (BYOD): Hot or Not?
  • Supporting Mobile Devices (2011)
  • Providing Remote Support to Customers
  • Ticket Categorization in IT Support
  • Call-Handling Practices
  • Password-Reset Practices
  • On-Call Practices
  • Social Media Use in the Technical Support Center
  • Boosting and Measuring Employee Satisfaction 
  • Preparing for Change: Current Trends Impacting Support
  • Supporting Mobile Devices (2010)
  • Skills for a Successful Support Staff
  • Sourcing: In, Out, Why?
  • Virtual Support Teams: What's Working Out There?
  • Current Trends in Customer Satisfaction Surveying
  • Success in Rollouts
  • Performance Metric Utilization