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Roy Atkinson
In the HDI 2015 Support Center Practices & Salary Report, released in November, we published findings on...
Roy Atkinson
The HDI 2015 Desktop Support Practices & Salary Report shows that while 69% of desktop support organizations...
Roy Atkinson
In our annual research for the HDI Support Center Practices & Salary Report, we ask about the tools and...
Joe the IT Guy
If you ever bought something from a website, asked for directions from your smartphone, scanned your own items at...
Roy Atkinson
Written by Roy Atkinson Jan 22, 2016
In a 2012 post on HDIConnect about the future of the support center, I wrote: ...
Sarah Lahav
Spoiler alert – the fact you are accessing and reading this article is known to an unknown number of entities. If...
Roy Atkinson
In the HDI 2015 Support Center Practices & Salary Report, we show the breakdown of tickets (work orders) in...
freshdesk
You can’t escape the growing interest, and adoption levels, of self-service for corporate IT. And there are...
Brad Biagi
If you manage a Service Desk there is a good chance you will need to do some hiring, replacing, or backfilling of...
Roy Atkinson
The formula is simple: Total Costs ÷ Total Number of Calls (or Contacts, or Emails, or Chats). What is not simple is...