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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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HDI - The State of Today’s IT: Process Maturity, Business Alignmen...

by HDI   Fri 16 June 2017

In order to discover more about what IT organizations are doing, planning to do, and thinking about their current states of process maturity and digital transformation, HDI fielded...

2016 HDI Technical Support Practices & Salary Report...

by HDI   Mon 12 December 2016

The annual HDI Technical Support Practices & Salary Report is the definitive resource for technical support leaders. It provides current, valuable information collected fro...

HDAA Support Industry Quick Statistics 2016...

by HDI   Mon 05 December 2016

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 ...

HDI - Infographic - Redefining Confrontation: It Can Be a Good Thing! ...

by HDI Support World Magazine   Thu 01 September 2016

Libby Wagner is one of only a handful of published poets regularly welcomed into the boardroom. The author of The Influencing Option: The Art of Building a Profit Culture in...

HDI - Outsourcing Technical Support...

by HDI   Mon 01 August 2016

Each year, HDI surveys the technical support community to share the state of the industry in the annual Support Center Practices & Salary Report. This research brief focuse...

HDI - Infographics - Desktop Support Ticket Volume Still on the Rise...

by HDI   Fri 01 July 2016

Given the steady increase in ticket volumes noted over the past few years, and knowing that this is a trend that will likely continue, how can technical support teams manage this...

HDI - The Scoop on Technical Support and Development...

by HDI   Mon 01 February 2016

Recent research by HDI reveals a need for technical support to have a closer relationship with development. Support teams want more visibility, communication, and involvement i...

Service Catalog Sprawl...

by HDI   Wed 23 December 2015

While service catalogs are intended to aid end users needing a service, an excessive number of catalogs in multiple locations, in any given organization—a concept known as ca...

HDAA Support Industry Quick Statistics 2015...

by HDI   Mon 30 November 2015

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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