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Source - HDI Report


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Testimonial: I have found that the new HDAA Knowledge Base reduces the time it takes me to research industry stats & reliable information for the ITSM sector. It’s easy to use search functionality encompassing KCS principles, helps to filter & tailor my searches more accurately & there are numerous new services now available through the website. Every time I return to the site there is new information published. Very impressive.
Chris Powderly, Support & Services Manager, Allens

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HDAA Support Industry Quick Statistics 2019...

Mon 30 December 2019

This is a one page industry overview of the most sought after statistics from HDAA. It has proven extremely valuable as a quick reference point for our members in the past and has ...

AXELOS - ITSM Benchmarking Report 2019...

by AXELOS   Mon 23 December 2019

We live in a world of ongoing transformation. While digital transformation in particular has become an unavoidable reality for most organizations it has also become central ...

The State of Technology and Operations in 2019...

by HDI   Tue 05 November 2019

The HDI Practices & Salary Series is a tool used by technical support and service management leaders to better understand the workings and state of the industry as a whole,...

The State of Ticket Management and Metrics in 2019...

by HDI   Fri 01 November 2019

The HDI Practices & Salary Series is a tool used by technical support and service management leaders to better understand the workings and state of the industry as a whole,...

Trend Report - What Is the ROI of Self-Help and Shift-Left?...

by HDI , EasyVista   Fri 18 October 2019

Technology is no longer an “add-on” to the way we work; it is the way we work. New systems and applications are being added to the workplace, driving increasing demand ...

Trend Report - How AI Is Enabling Enterprise Service Management...

by HDI , Micro Focus   Fri 04 October 2019

Artificial intelligence (AI) is the simulation of human intelligence processes by machines, especially computer systems. These processes include learning (the acquisition of inform...

The State of Staffing, Training and Compensation in 2019...

by HDI   Mon 01 July 2019

2019  HDI Practices & Salary Report, Part 1 The HDI Practices & Salary Series is a tool used by technical support and service management leaders to better under...

Trend Report - Toward More Mature ITSM: Meeting Demand in Education, G...

by HDI , TeamDynamix   Tue 11 June 2019

As the dependence on modern government, education, and healthcare IT grows, the role of IT service management (ITSM) in providing mature capabilities to the organization has become...

HDI - Infographic - Desktop Support Technician in a Nutshell...

by HDI   Thu 04 April 2019

It can be a challenge to find professionals that have the right mix of technical and customer service skills to be successful as desktop support technicians (DSTs). Learn about t...

HDAA Support Industry Quick Statistics 2018...

by HDI   Fri 30 November 2018

This is a one page industry overview of the most sought after statistics from HDAA. It has proven extremely valuable as a quick reference point for our members in the past and has ...

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