HDI Releases 2009 Practices and Salary Report – Outsourcing Down, Hiring and Salary Freezes Up


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HDI Survey Says Despite Difficult Economic Backdrop the IT Support Industry
Working Hard to Maintain its Commitment to Service and Support

HDI Announces the 2009 Annual Practices & Salary Report, Presents an Overall
Look at the State of the IT Support Industry

Colorado Springs, CO, November 30, 2009 – HDI ,
the world’s largest membership association for help desk and IT service and
support professionals and the premier certification body for the industry,
today announced the 2009 Annual Practices & Salary Report, a comprehensive
study that presents an overall look at the state of the IT support industry.
The report shows that the technical support industry is working hard to
maintain its commitment to the service and support of end-users and
customers, despite the difficult economic backdrop.

“The Annual Practices & Salary Report takes a deep dive into the state of
the service and support industry. It offers an inside look at support
centers’ practices used throughout the industry which assists managers and
directors to validate existing practices, showcases new ideas for improving
methods and procedures in support centers and also provides a set of data to
which support centers can benchmark against,” said Rich Hand, HDI Executive
Director of Membership. “Given the world’s current economic climate,
support centers are working hard to maintain their commitment to the
industry and meet the needs of their customers.”

The study was conducted with 1,053 participants from 11 industries between
May and July 2009 from the United States, Australia, Canada, India and
Philippines. The results illustrate behaviors and opinions of support
centers in a wide array of industries, sizes, and organizations that range
from local to international. The report is broken down into six categories,
including Incident Management; Support Tools; Process, Procedures, and
Strategies; Performance Metrics; Training, Certification, and Satisfaction;
and Salaries.

Report highlights include:

* Even though support centers in general do not appear to be
supporting more customers, the large majority of support centers continue to
see an increase in their number of incidents. The leading contributor to
increased incidents, once again, is attributed to changes in infrastructure
and/or products.
* Self-help tools are the primary implementation initiative for 13
percent of support centers. This is up from 10 percent in 2008.
* The telephone continues to be the leading communication channel for
incident management, followed by email. One-third of support centers
respond to email incidents between 15 minutes and one hour and over
one-third respond between one and four hours. Additionally, 70 percent of
incidents are resolved with two or less email exchanges and fewer e-mail
incidents are being converted to phone support than in 2008.
* The number of support centers whose employees are receiving bonuses
is down five percent. Still, there are 19 percent of support centers whose
management receives bonuses and 45 percent whose management and staff
receive bonuses.
* Fewer support centers are outsourcing services in all areas except
for one, hardware support and repair. The top reasons support centers are
not outsourcing more are due to concerns about control of service, service
quality, customer acceptance and then cost.
* Support managers foresee both hiring freezes and salary freezes in
their support organizations. This is up 21.4 percent and 23.6 percent,
respectively from 2008.
* Although the primary training focus for new hires is product
knowledge, customer service remains the number one area that support staffs
are being trained in overall. The Computer industry is currently providing
the most training for its IT support staffs while Manufacturing and Retail
provide very little.
* Information Technology Infrastructure Library (ITIL) seems to be
particularly popular in Australia as well as large support centers and with
those who provide internal support. Forty-three percent of support
organizations are currently using or implementing ITIL and 21 percent are
planning to implement some part of it.
* Sixty-five percent of support centers said that there is no direct
charge to their customer for support services. This is up 5 percent from
* Sixty-three percent of support centers currently use Knowledge
Management Software, while 20 percent are planning to add it. In addition,
over 13 percent of support centers are calling it their primary initiative
for tool implementation.
* While many support centers are embracing collaborative tools such as
Share Point (30 percent) and Wikis (17.4 percent), they do not widely use
social networking tools such as blogs, Linked IN, Twitter, Face Book, or My
Space to provide support.

About HDI
HDI, a Think Services company, is the world’s largest IT service and support
membership association and the industry’s premier certification and training
body. Guided by an international panel of industry experts and
practitioners, HDI is the leading resource for help desk/support center
emerging trends and best practices. HDI provides members with a vast
repository of resources, networking opportunities and the largest industry
event – the HDI Annual Conference and Expo. Headquartered in Colorado
Springs, Colo., USA, HDI offers training in multiple languages and
countries. For more information, visit http://www.thinkhdi.com
or call +1 719.268.0174.

About Think Services
Think Services connects specialized communities worldwide using educational
events, consulting, training, certification, membership, and innovative
media. Providing comprehensive opportunities for people to learn from,
network with, and inspire each other, Think Services builds strong brands
and works within communities to foster a unique affinity with its products
and services. The division’s flagship products include the Game Developers
Conference, the Webby Award-winning Gamasutra.com, Game Developer magazine,
the International Customer Management Institute (ICMI), and HDI. Think
Services is a subsidiary of United Business Media, a global media and
marketing services company with a market capitalization of more than $1.6
billion. To learn more, visit www.think-services.com


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