UBM TechWeb's HDI Launches 13th Annual Practices and Salary Survey for the IT Service and Technical Support Industry

By Hdi, PRNE
Tuesday, June 8, 2010

COLORADO SPRINGS, Colorado, June 9, 2010 - HDI(R) (www.ThinkHDI.com), the world's largest membership
association for IT service and technical support professionals and the
industry's premier certification body, today issued a call for participation
in the 2010 HDI Practices and Salary Survey

HDI's comprehensive survey researches IT support operations and gauges
industry movement in areas such as incident management, software adoption,
outsourcing trends, staff training, performance metrics, customer
satisfaction ratings, and salaries. The incident management area of the
survey tracks historical data on incident volume, resolution rates, and
fully-burdened costs per type of support including chat, email, and phone.
The support tools section tracks which software applications and other tools
are readily adopted and how they are utilized. The survey also monitors
current support center practices such as framework implementation, service
level agreements, and outsourcing trends. Performance metrics collected allow
industry benchmarking for both phone and e-mail processes. Lastly, the salary
section tracks trends for all staff levels. This year, HDI has expanded
efforts to include not just the United States and Canada, but Australia,
India, and the United Kingdom as well.

"The HDI Practices and Salary Survey results in a report which is
utilized by support managers worldwide to benchmark, share with senior
leadership, and drive everyday business decisions," says Jenny Rains,
Research Analyst for HDI. "All the data submitted during the survey process
is kept completely anonymous, so support centers can feel comfortable
contributing honest, accurate information."

The resulting survey report allows IT service and technical support
professionals to benchmark their centers' performance metrics, processes, and
organizational maturity in relationship to the industry as a whole. In 2009,
HDI collected and reported on survey data from more than 1,000 respondents
representing countries worldwide. HDI's report archives date back to 1998.

"This survey is the definitive resource for trending, in-depth
statistical information, and compensation levels for support center managers
worldwide," says Cinda Daly, Director of Business Content for HDI. "The time
managers invest in participating this year will yield meaningful,
industry-wide data that will help companies shape practices, gain the
commitment of stakeholders to support initiatives, and move the organization

IT service and technical support managers can participate in this year's
survey online at www.ThinkHDI.com/PSS2010. The deadline for
participation is July 23, 2010. All participants will receive a complimentary
copy of the 2010 HDI Practices and Salary Survey Report. In addition, upon
completion of the survey, participants can access a free download of the 2009
Practices and Salary Report.

Media and analysts may request a copy of the report from Allison Wroe of
HDI at +1-719-785-5355 or awroe@ThinkHDI.com.

About HDI

HDI is the world's largest IT service and technical 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 www.thinkhdi.com or call +1-719-268-0174. HDI is part of UBM

About UBM TechWeb (www.UBMTechWeb.com)

UBM TechWeb, the global leader in technology media and professional
information, enables people and organizations to harness the transformative
power of technology. Through its core businesses - media solutions, marketing
services, and professional information - UBM TechWeb produces the most
respected and consumed brands, applications, and services in the technology
market. More than 14.5 million business and technology professionals (CIOs,
IT and IT Support managers, Web and digital professionals, software and game
developers, government decision makers, telecom providers and business
executives) actively participate in UBM TechWeb's communities. UBM TechWeb
brands include: global face-to-face events such as Interop, Game Developers
Conference (GDC), Web 2.0, Black Hat, and VoiceCon; large-scale online
networks such as InformationWeek, Light Reading, and Gamasutra; research,
training, and certification services, including HDI, Pyramid Research, and
InformationWeek Analytics; and market-leading magazines such as
InformationWeek and Wall Street & Technology. UBM TechWeb is part of UBM, a
global provider of media and information services for professional B2B
communities and markets.

Allison Wroe, HDI Executive Director of Marketing, +1-719-785-5355, awroe at thinkhdi.com

will not be displayed