HDI 2018 Report -psr-technology-and-operations-edition.pdf

2018 PRACTICES & SALARY REPORT
Technology & Operations Edition

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TECHNOLOGY OPERATIONS
DEMOGRAPHICS ABOUT THE REPORT

2018 TECHNICAL SUPPORT PRACTICES & SALARY REPORT
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Technology
Technology
Technical support Click/Tap Each Entry for Charts
Operations organizations rely on
technology to provide Type of devices supported
Demographics Technologies used to provide support
successful end-user support.
Must-have technologies for providing successful support
About the Report This section reveals the Key factors motivating new technology implementations/upgrades
current practices and plans Alignment between technologies and specific methodologies/frameworks
around technology used to Positions involved in selecting new technologies for the support center
Incident/ticket management solutions used to provide support
provide technical support. Individuals/teams responsible for providing remote support
Percentage of tickets resolved remotely
Remote support technologies used by support
Self-service (i.e., Tier 0, unassisted self-help) tools made available to end users/
customers
Application packaging software used by desktop support
Imaging systems used by desktop support
Systems management tools used by desktop support
Hosting practices for support technologies
Licensing models for support technology
2
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Types of devices supported:

Technology
Operations
Demographics
About the Report
Desktops/laptops Peripherals Mobile devices Telecom

(PC, Mac, etc.) (printers, scanners, etc.) (smartphones, tablets, etc.) (desk phones, PBX,
headsets, VoIP, etc.)
91% 89% 88% 75%
Audio/visual (presentation Network devices Other Internet of Things devices

equipment, projectors, TVs, sound (routers, switches, WAPs, (SIM client, POS, kiosk, etc.) (wearables, exercise equipment,
system, video walls, etc.) hubs, etc.) smarthome devices, etc.)
72% 65% 61% 42%
3 Percentage of organizations
Technologies used to provide support:

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FOR SECTIONS We use it and have We use it but are We're planning We don't use it
no plans to replace planning to replace/ to add it and we have no
or update it update it plans to add it
Remote control 83% 13% 1% 2%
Technology
Collaboration 72% 15% 8% 4%
Operations Incident management 72% 23% 4% 1%

Imaging systems 71% 13% 2% 15%
Demographics Alerts/monitoring 71% 21% 3% 5%
Remote monitoring 70% 16% 7% 7%
About the Report
Systems management 69% 19% 6% 6%
Change management 65% 22% 6% 6%
Request management 64% 25% 5% 6%
Reporting/analytics 64% 28% 6% 2%
Application packaging 63% 15% 8% 14%
Application licensing 62% 18% 7% 13%
Service level management 61% 20% 12% 7%
Knowledge management 60% 27% 10% 3%
Problem management 58% 22% 13% 7%
Configuration management 58% 17% 12% 12%
Customer satisfaction surveying 57% 27% 11% 5%
Asset management 54% 25% 12% 9%
Call recording (QA/QM) 51% 11% 11% 27%
Service catalog 48% 23% 19% 9%
Self-help (i.e., Tier 0) 46% 26% 20% 9%
Workforce management 45% 13% 12% 30%
Chat for support 40% 13% 23% 24%
Social media 33% 7% 9% 52%
Video for support 25% 9% 11% 55%
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Must-have technologies for providing successful support:

Technology
Incident management 71%
Operations
Knowledge management 58%
Demographics Remote control 46%

Self-help (i.e., Tier 0) 31%
About the Report Customer satisfaction surveying 30%
Reporting/analytics 28%
Service level management 24%
Request management 22%
Service catalog 22%
Collaboration 19%
Asset management 17%
Change management 15%
Problem management 15%
Imaging systems 14%
Alerts/monitoring 14%
Systems management 13%
Call recording (QA/QM) 11%
Workforce management 10%
Remote monitoring 10%
Chat for support 10%
Configuration management 7%
Application packaging 5%
Application licensing 3%
Video for support 3%
5 Social media 1%
Percentage of organizations
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Key factors motivating new technology implementations/upgrades:

Technology
Improve customer experience 71%
Operations
Continual process improvement 59%
Demographics 46%
Business alignment
About the Report Cost 44%

Compliance requirement 42%
(e.g., security, regulatory, policy)
Expanded services 36%
Lifecycle replacement 36%
Customer growth 30%
Current technology is not compatible 25%

with other software or systems
Vendor no longer supports 22%
current technology
Staffing changes 20%
Support delivery changes 18%
Warranty expiration 16%

Business model changes 14%
(e.g., outsourced functions)
Other 2%
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Alignment between technologies and specific methodologies/frameworks:

Technology
ITIL 72%
Operations
Knowledge-Centered Service (KCS) 35%
Demographics
HDI Support Center Standard 31%
About the Report Lean 13%
Six Sigma 11%
DevOps 11%
ISO/IEC 20000 8%
ISO 9000 7%
Capability Maturity Model (CMMI) 6%
COBIT 6%
Kaizen 5%
Microsoft Operations Framework (MOF) 5%
Total Quality Management (TQM) 4%
Process Maturity Framework (PMF) 3%
Other 2%
None 12%
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Positions involved in selecting new technologies for the support center:

Technology
Operations
Involved in Involved in Involved in Involved in
Other No
ADVISING/ SELECTION PURCHASING PURCHASE
Demographics involvement involvement
INFLUENCING PROCESS DECISION APPROVAL
About the Report

Support staff level 68% 43% 11% 2% 12% 18%
Support manager/
director level 78% 90% 79% 52% 11% 1%
Executive level 40% 43% 73% 88% 8% 3%
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Incident/ticket management solutions used to provide support:

Technology
ServiceNow 30%
Operations
BMC: Remedy, ServiceDesk Express, Footprints, Track-It!,
Remedyforce, Remedy OnDemand, Remedy9
14%
Demographics
Cherwell Service Management 9%
About the Report
ManageEngine ServiceDesk Plus 5%
Ivanti: Service Desk, Help Desk, Service Manager,

Service Management [formerly LANDesk and HEAT Software] 4%
CA Service Desk Manager 4%
Atlassian JIRA 3%
TeamDynamix 3%
Connectwise 2%
Microsoft: Dynamics AX, CRM, 2%

System Center Service Manager (SCSM)
Zendesk 2%
Developed in-house (homegrown) 4%
Other 12%
(Only reporting tools with >1% adoption)
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Individuals/teams responsible for providing remote support:

Technology
Support center staff 89%
Operations
Desktop support staff 64%
Demographics Other 6%
About the Report Percentage of organizations
25% of organizations formally measure the percentage

of tickets resolved using remote support.
Percentage of tickets resolved remotely:
22% ○ 1-25%
30% ○ 26-50%
34% ○ 51-75%
13% ○ 76-99%
0% 100%
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Remote support technologies used by support:

Technology
Microsoft Remote Desktop Connection 33%

Operations
Bomgar 31%
Demographics Microsoft Skype for Business [formerly Lync] 29%
Microsoft SCCM 27%

About the Report
Cisco WebEx 18%
Microsoft Windows Remote Assistance 16%
TeamViewer 14%
LogMeIn GoToAssist [formerly Citrix] 9%
Zoom 9%
RealVNC 8%
LogMeIn Pro/Rescue 7%
Apple Remote Desktop 6%
Solarwinds Dameware Remote Control 6%
Solarwinds Dameware Mini Remote Control 5%
LogMeIn GoToMyPC [formerly Citrix] 5%
Other 9%
(Only reporting solutions with >5% adoption)
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Self-service (i.e., Tier 0, unassisted self-help)

Technology tools made available to end users/customers:
Operations
Knowledge base 77%
Demographics Password reset 57%
FAQs 53%
About the Report
Incident history 39%
Downloads (documents,
software patches, upgrades, etc.) 31%
Documentation library 27%
Personal profile updates 11%

Self-healing (automated solutions based upon
system findings from system diagnostics)
7%
Self-diagnostics (automated
determination of error conditions)
6%
Other 4%
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Application packaging software used by support:

Technology
Microsoft SCCM 64%

Operations
Microsoft Support Center Operations Manager 21%
Demographics
Symantec Endpoint Management 19%
About the Report Jamf Pro [formerly Casper Suite] 18%
IBM Tivoli Endpoint Manager 13%
TeamViewer 11%
Quest KACE [formerly Dell KACE] 9%

Ivanti [formerly LANDesk, HEAT Software,
and Absolute Software] 6%
ManageEngine Desktop Central 6%
Microsoft APPv 6%

BMC Configuration Management
[formerly Marimba]
5%
CA Client Automation 5%
Other 10%
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Imaging systems used by desktop support:

Technology
Microsoft SCCM 53%

Operations
Jamf Pro [formerly Casper Suite] 17%
Demographics
Microsoft Deployment Toolkit 15%
About the Report Microsoft Support Center Operations Manager 14%
Microsoft Windows System Image Manager 13%
Symantec Ghost Solution Suite 9%
Symantec Endpoint Management 8%
Acronis 5%
DeployStudio 5%
Other 5%
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Systems management tools used by desktop support:

Technology
Microsoft SCCM 55%

Operations
Microsoft Support Center Operations Manager 18%
Demographics
Jamf Pro [formerly Casper Suite] 16%
About the Report Symantec Endpoint Management 15%
TeamViewer 9%
Ivanti [formerly LANDesk, HEAT Software, and Absolute Software] 8%
ManageEngine Desktop Central 6%
LogMeIn Central 5%
Other 12%
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Hosting practices for support technologies:

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FOR SECTIONS Managed service Web-based computing
In-house server(s) Other
provider's server(s) environment
Alerts/monitoring 61% 20% 18% 2%
Technology Application licensing 67% 16% 16% 1%
Operations
Call recording (Q/A) 62% 17% 18% 3%
Demographics
About the Report Chat for support 48% 21% 28% 3%

Incident management 49% 24% 25% 2%
Self-help (e.g., Tier 0) 51% 19% 29% 1%
Social media 28% 23% 44% 4%
Licensing models for support technology:

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FOR SECTIONS Subscription One-time purchase for life One-time purchase for life
(scheduled renewal) (includes maintenance) (ongoing maintenance costs) Other
Alerts/monitoring 53% 15% 28% 4%

Technology Application licensing 56% 18% 24% 2%
Operations
Call recording (Q/A) 45% 15% 35% 5%
Demographics
About the Report Chat for support 59% 13% 28% 1%

Incident management 57% 12% 29% 2%
Self-help (e.g., Tier 0) 50% 13% 28% 8%
Social media 50% 13% 22% 15%
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Operations
Technology
Numerous methodologies, Click/Tap Each Entry for Charts
Operations frameworks, and process
guide the technical support Current and planned use of specific methodologies, frameworks, and processes
Demographics Service management processes support organizations have adopted
industry. This section
Techniques for enforcing compliance with support processes
About the Report identifies those that are Staff involvement in knowledge management
being used and reveals Problem management practices, processes, and roles
insights into the internal Maintaining service level agreements
Percentage of tickets that meet SLA/OLA goals or targets
operations of the technical Process maturity in desktop support
support organizations and its Charging end users/customers for support services
relation to the business. Outsourcing
Expectations for outsourcing support services over the next year
Distribution of outsourced staff
Outsourcing status for support functions
Factors influencing the decision to outsource or consider outsourcing
Factors influencing the decision not to outsource
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Current and planned use of specific methodologies, frameworks, and processes:

Technology
Haven't used and
Operations Currently use Planning to use Have used in the past don't plan to use
Capability Maturity Model (CMMI) 17% 5% 8% 71%
Demographics
COBIT 14% 5% 8% 73%
About the Report HDI Support Center Standard 44% 17% 15% 24%
ISO 9000 19% 6% 12% 63%
ISO/IEC 20000 16% 13% 5% 67%
ITIL 71% 13% 10% 6%
Kaizen 17% 12% 12% 59%
Knowledge-Centered Service (KCS) 39% 32% 7% 22%
Lean 28% 16% 10% 46%
Microsoft Operations Framework (MOF) 19% 6% 6% 70%
Process Maturity Framework (PMF) 7% 11% 3% 79%
Six Sigma 21% 13% 13% 53%
Total Quality Management (TQM) 13% 5% 16% 65%
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Service management processes support organizations have adopted:

Technology
Incident management 78%
Operations
Knowledge management 73%
Demographics Change management 68%
Problem management 61%

About the Report
Asset management 56%
Service level management 49%
Service catalog management 41%
Request fulfillment (previously service request management) 39%
Configuration management 33%
Information security management 32%
Access management 30%
Release and deployment management 27%
IT service continuity management 23%
Event management 20%
Business relationship management 20%
Capacity management 16%
Service portfolio management 16%
Availability management 11%
Supplier management 11%
Transition planning and support 11%
Strategy management for IT services 10%
Financial management for IT services 9%
None 2%
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Techniques for enforcing compliance with support processes:

Technology
Closed-ticket review 68%

Operations
Open-ticket review/queue review 64%
Demographics Coaching/mentoring 62%
Individual performance review 60%

About the Report
Customer surveying 59%
Audits 55%
Service improvement project 17%
Staff involvement in knowledge management:
Use it: Search knowledge base to resolve issues 96%

Add it: Contribute new articles to
knowledge base for others to use 82%
Flag it: Note articles that need improvement 77%
Fix it: Modify articles that need improvement 74%

Submit it: Review articles and 68%
make them available for use
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Problem management practices, processes, and roles:

Technology
Operations
Demographics
Decrease in
Formal problem Dedicated problem
About the Report management manager (or similar
recurring incidents
due to problem
processes position)
management
59% ○ Yes 19% ○ Yes 37% ○ Yes

37% ○ Somewhat 44% ○ Somewhat 43% ○ Somewhat
4% ○ No 38% ○ No 21% ○ No
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Maintaining service level agreements:

Technology
Single service level agreement 43%

Operations
Multiple service level agreement 57%
Demographics Operational level agreements 35%
Underpinning contracts 9%
About the Report
Percentage of tickets that meet SLA/OLA goals or targets:
4% ○ 50% or less
8% ○ 51-60%
9% ○ 61-70%
10% ○ 71-80%
39% ○ 81-90%
30% ○ 91-100%
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Process maturity in desktop support:

Technology
In development Defined Documented Enforced Measured/tracked Undefined
Operations
Demographics
About the Report

46%
38%
38%
26%
11%
39%
35%
26%
30%
20%
15%
34%
30%
19%
26%
16%
11%
45%
51%
36%
39%
12%
42%
41%
38%
28%
13%
45%
41%
31%
30%
13%
40%
38%
28%
34%
47%
42%
40%
36%
48%
42%
35%
46%
6%
9%
4%
9%
6%
9%
9%
8%
9%
4%
Warranty Self-maintenance Maintenance New-hire Termination Hardware Large-scale Software and Service request
repairs (nonwarranty depot provisioning asset recovery asset deployment/ hardware fulfillment
repairs) management projects procurement
24
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Charging end users/customers for support services:

Technology
Internal end users/customer External end users/customers
Operations
No charge to customer/ 69%
corporate allocation
Demographics 50%
Fixed allocation to business 20%

About the Report units/departments 11%
5%
Fixed-fee service contract
26%
3%
Fixed fee per incident
10%
2%
Based on length of call
3%
25
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Expectations for outsourcing support services over the next year:

Technology
Operations
Demographics 3% ○ Begin outsourcing

7% ○ Outsource more
About the Report 31% ○ No change in the current level of outsourcing
4% ○ Reduce the current level of outsourcing
55% ○ We don't outsource and we don't plan to
72% of organizations that are currently outsourcing are

outsourcing less than half of their support services.
Distribution of outsourced staff:
In-house (in your facility) 49%
In-country (third-party facility in your country) 61%
Near-shore (third-party facility in an adjacent country) 19%
Offshore (third-party facility in a nonadjacent country) 39%

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Outsourcing status for support functions:

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FOR SECTIONS No plans Currently Being considered Outsourced Bringing back
to outsource outsourced for outsourcing in the past in-house
After-hours support 49% 34% 8% 7% 2%

Technology
Operations Desktop support 78% 9% 5% 5% 3%
Out-of-country support 73% 23% 4%

Demographics
Hardware support and repair 68% 23% 3% 5% 3%
About the Report Internet/web support 70% 21% 3% 4% 1%
Multilingual support 69% 21% 3% 6% 1%
Network support 66% 18% 8% 4% 3%
Overflow support (peak call loads) 63% 22% 11% 3% 1%
Proprietary application support 73% 20% 5% 2%
Software/application support 72% 20% 1% 6% 1%
Support center management 81% 9% 5% 4% 1%
Support center staff 68% 20% 3% 7% 2%
Depot repair 59% 31% 4% 3% 3%
Imaging 75% 9% 9% 6% 1%
Printer support 40% 45% 8% 5% 1%
Deployments 72% 13% 7% 6% 2%
Local dispatch to deskside 80% 12% 1% 6% 1%
Field dispatch to deskside 77% 13% 4% 4% 1%
Mobile device support 76% 12% 5% 5% 2%
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Factors influencing the decision to outsource or consider outsourcing:

Technology
Cost 58%
Operations
Expanded scope of support 40%
A need for expertise (including language requirements) 32%
Demographics The service that's outsourced isn't
a core business competency 32%
HR issues (e.g., turnover, low morale) 20%
About the Report
A recent change in infrastructure 14%
Leveraging better technology 11%
Mergers/acquisitions 7%
Real estate issues (e.g., no room, physical location costs too much) 2%
Other 4%
Factors influencing the decision not to outsource:
Control of service 57%

Customer acceptance 55%
Service quality 51%
Staff morale 35%
Cost 33%
Security 25%
Legal requirements 13%
Other 5%
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Demographics
Technology
Service and support Click/Tap Each Entry to View
Operations organizations of every size,
from more than twenty Industries supported
Demographics Size of the company/organization, by number of employees
industries, participated
Number of support centers and support center FTEs
About the Report in this year’s survey. This Number of desktop support teams and desktop support FTEs
section of the report Location of support centers and desktop support teams
includes the profile of Type of support provided
Support organization’s annual budget
the 303 survey responses
included in the report.
29
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Industries supported:
Technology
Education: Higher Ed 18%

Operations
Managed Service Provider 14%
Demographics Healthcare Provider 13%
Financial/Legal Services (Accounting/Banking/Insurance/Real Estate) 10%

About the Report Government/Military: Local/State 7%
Software Development 6%
Manufacturing: Noncomputer 6%
Retail/Sales/E-Commerce 6%
Construction/Architecture/Engineering 3%
Education: Not Higher Ed 2%

Top 5 Industries Supported by MSPs
Utilities/Energy 2%
1
Customer Support Provider 2%
Financial/legal services
Agriculture/Natural Resources 2%
Media/Publishing/Advertising/Entertainment/Arts 1%
Government/Military: Federal 1% 2 Healthcare provider
Manufacturing: Computers/Hardware 1%
Government/military
Nonprofit/Association 1% 3 (local, state, federal)
Transportation/Distribution 1%
Hospitality/Travel/Tourism
Communications 0%
1%
4 Customer support provider
Food Service/Restaurant 0%
Other 3% 5 Software development
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Size of the company/organization, by number of employees:

Technology
Operations
Demographics
About the Report
9% ○ Fewer than 100 17% ○ 5,000 – 9,999

12% ○ 100 – 499 9% ○ 10,000 – 19,999
10% ○ 500 – 999 9% ○ 20,000 – 49,999
26% ○ 1,000 – 4,999 8% ○ More than 50,000
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Number of support centers: Number of support center FTEs:

Technology
Operations
Demographics
About the Report
51% ○ 1 30% ○ 10 or fewer

17% ○ 2 24% ○ 11-20
8% ○ 3 14% ○ 21-30
6% ○ 4 9% ○ 31-50
4% ○ 5 8% ○ 51-75
8% ○ 6-10 5% ○ 76-100
7% ○ More than 10 7% ○ 101-500
0% ○ 501-1,000
3% ○ More than 1,000
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Number of desktop support teams: Number of desktop support FTEs:

Technology
Operations
Demographics
About the Report
49% ○ 1 53% ○ 10 or fewer

8% ○ 2 18% ○ 11-20
8% ○ 3 9% ○ 21-30
4% ○ 4 7% ○ 31-50
6% ○ 5 4% ○ 51-75
11% ○ 6-10 6% ○ 76-100
14% ○ More than 10 2% ○ 101-500
2% ○ 501-1,000
1% ○ More than 1,000
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Location of support centers and desktop support teams:

Technology
Support centers Desktop support teams
Operations
50%
Single site/single country (on-site)
Demographics 53%
3%
About the Report Single site/single country (off-site)
1%
30%
Multiple sites/single country
25%
16%
Multiple countries
21%
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Type of support provided:

Technology
Operations
Demographics
About the Report
40% ○ Blended
49% ○ Internal only
11% ○ External only
In blended support environments,

59% of the support provided is internal and 41% is external.
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Support organization’s annual budget:

Technology
Operations
Demographics
About the Report
14% ○ Less than $500,000 25% ○ $2,500,001-$5,000,000

14% ○ $500,000-$1,000,000 11% ○ $5,000,001-$10,000,000
20% ○ $1,000,001-$2,500,000 16% ○ More than $10,000,000
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About the Report
Technology
The HDI Practices & Salary Report is a tool used by service
and support leaders to better understand the workings and Defining the
Operations
state of the industry as a whole, and to provide them with
the knowledge needed to make research-based decisions
Support Organization
that will ultimately improve the support provided by their In this report, most of the information presented refers to the
Demographics organizations and help them advance in their careers. This support organization as a whole. The illustration below should
report illustrates current practices, processes, plans, and help to clarify some of the terminology used for the purposes
About the Report challenges related to technology and operations. of this report.
All survey responses were collected via a web-based

survey, open from July to August 2018. This report compiles
the responses from 303 service and support professionals
Support Organization
in more than twenty vertical industries. One-quarter
of respondents are at the director-level or above; 54%
are either managers or specialist managers (knowledge,
workforce, etc.). Nearly one-third of respondents are
affiliated with the support center and desktop support;
nearly two-thirds are affiliated exclusively with the
support center.
Support Support Support
Center 1 Center 2 Center 2
Support Manager 1 Support Manager 2 Support Manager 3
Support Center Staff Support Desktop Desktop Support Staff

Center Staff Support Staff
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Job Titles
LEVEL 1 SUPPORT/SUPPORT CENTER ANALYST: SUPPORT CENTER TEAM LEAD: The technical
Technology The frontline technical support professionals who receive support professionals who oversee the day-to-day activities
and handle tickets. These professionals are responsible for of a team of support staff. These professionals serve as the
Operations providing customers with information, restoring service, communication link between the team and the manager, as a
providing specific services, and escalating tickets to a higher coach or mentor to support staff, and are often the first point
level of support. These individuals are typically technical of internal escalation within the support center. Other possible
Demographics
generalists. titles include coordinator, supervisor, or senior analyst.
About the Report LEVEL 2 SUPPORT: The technical support professionals DESKTOP SUPPORT TEAM LEAD: An advanced DST
who handle tickets that are escalated from level 1. These who, in addition to DST responsibilities, provides training,
professionals require greater technical skills and/ or access mentoring, and/or coaching for a team of DSTs, but does
rights than level 1 support personnel. They’re typically not have direct staff management responsibilities. May have
technical specialists and may also be responsible for oversight responsibility for processes, project management
participating in root cause analysis of problems. (This tasks, and/or providing support to management.
doesn’t include desktop support technicians, who are SUPPORT CENTER MANAGER: The management
reported on separately.) professionals who manage a team of support center analysts
DESKTOP SUPPORT TECHNICIAN: The technical and/or team leads while executing the operational and
support professionals who respond to tickets escalated by tactical plans of the support center and satisfying customer
the support center that are related to customer equipment; and business needs. Their responsibilities may include
additional skills, knowledge, tools, or authority are required. recruiting and hiring, monitoring and managing performance,
They may resolve incidents remotely, at the user’s location, monitoring and reporting metrics, and ensuring that process
or via equipment returns. Responsibilities may include are followed and service levels are met. Other possible titles
hardware and software deployments, moves, adds, and include help desk manager or service desk manager. This
changes. position typically reports to the support center director.
LEVEL 3 SUPPORT: The technical support professionals DESKTOP SUPPORT MANAGER: Manages a team of
who build, maintain, and/or enhance technical products DSTs and/or supervisors while executing the operational and
and services. These professionals are typically engineer-level tactical plans of desktop support, and satisfying customer
staff. They’re involved when the ticket cannot be resolved and business needs. Responsibilities may include performance
by either level 1 or level 2, and when there’s high business management, monitoring/reporting metrics, audits, purchase
impact or urgency. Level 3 support is commonly provided approvals, and other similar job functions.
by either an internal engineering/development team or
an external vendor, by either an internal engineering/
38 development team or an external vendor.
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Salary Regions (US)
SUPPORT CENTER DIRECTOR: The management Where applicable, average US salaries are broken out by
Technology professionals who are responsible for leading the support region. The fifty US states fall into three regions, as follows:
organization as a whole, rather than a specific support EAST: Connecticut, the District of Columbia, Florida,
Operations center. Their responsibilities may include overall service Georgia, Maine, Maryland, Massachusetts, New Hampshire,
delivery, strategic direction, business alignment, financial New Jersey, New York, North Carolina, Pennsylvania, Rhode
Demographics accountability, and performance reporting. In addition to Island, South Carolina, Vermont, Virginia, and West Virginia
the support center(s), this person may also oversee other
departments involved in technical support, such as desktop CENTRAL: Alabama, Arizona, Arkansas, Colorado, Idaho,
About the Report
support. Other possible titles for this position include senior Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Michigan,
director, senior manager, or vice president. Support center Minnesota, Mississippi, Missouri, Montana, Nebraska, Nevada,
managers report directly to this individual. New Mexico, North Dakota, Ohio, Oklahoma, South Dakota,
Tennessee, Texas, Utah, Wisconsin, and Wyoming
DESKTOP SUPPORT DIRECTOR: The management
professionals who manage a team of desktop support WEST: Alaska, California, Hawaii, Oregon, and Washington
technicians and/or team leads while executing the
operational and tactical plans of desktop support and
satisfying customer and business needs. Responsibilities
may include recruiting and hiring, monitoring and managing
performance, monitoring and reporting metrics, auditing,
and approving purchases.
39
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Technology
About HDI
In 1989, HDI became the first membership association SURVEY DEVELOPMENT
Operations and certification body created for the service and support Roy Atkinson
industry. Since then, HDI has remained the source for
professional development by offering the resources Megan Selva
Demographics
needed to promote organization-wide success through
exceptional customer service. In other words, we help
About the Report ANALYSIS AND EDITORIAL
professionals in service management better connect with
customers, and that’s just good business. We do this by Megan Selva
facilitating collaboration and networking, hosting acclaimed
conferences and events, producing renowned publications
DESIGN
and research, and certifying and training thousands of
professionals each year. Cat Chang
Service and support professionals love HDI because it Katharine Nelson

provides them with a profound sense of community.
At 190,000 people strong, HDI is a community built by
industry peers and leaders that gives you the resources,
knowledge, and drive to be great at what you do.
Copyright© 2018 UBM LLC.
HDI | 121 South Tejon Street, Suite 1100 | Colorado Springs, CO | 80903
HDI® is a registered trademark of UBM plc. HDI is organized by UBM,

which in June 2018 combined with Informa PLC to become a leading
B2B services group and the largest B2B Events organizer in the world.
To learn more and for the latest news and information, visit
www.ubm.com and www.informa.com.
KCSSM is a registered service mark of the Consortium for Service

Innovation. ITIL® is a registered trademark of AXELOS Limited. All other
trademarks, service marks, and product or trade names are the property
of their respective owners.
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2018 PRACTICES & SALARY REPORT

Technology & Operations Edition

DEMOGRAPHICS ABOUT THE REPORT

Types of devices supported:

About the Report

Desktops/laptops Peripherals Mobile devices Telecom

91% 89% 88% 75%

Audio/visual (presentation Network devices Other Internet of Things devices

72% 65% 61% 42%

Technologies used to provide support:

Operations Incident management 72% 23% 4% 1%

Must-have technologies for providing successful support:

Demographics Remote control 46%

Key factors motivating new technology implementations/upgrades:

About the Report Cost 44%

Lifecycle replacement 36%

Customer growth 30%

Current technology is not compatible 25%

Support delivery changes 18%

Warranty expiration 16%

Alignment between technologies and specific methodologies/frameworks:

About the Report Lean 13%

Six Sigma 11%

Capability Maturity Model (CMMI) 6%

Microsoft Operations Framework (MOF) 5%

Total Quality Management (TQM) 4%

Process Maturity Framework (PMF) 3%

Positions involved in selecting new technologies for the support center:

About the Report

Executive level 40% 43% 73% 88% 8% 3%

Incident/ticket management solutions used to provide support:

Ivanti: Service Desk, Help Desk, Service Manager,

CA Service Desk Manager 4%

Microsoft: Dynamics AX, CRM, 2%

Developed in-house (homegrown) 4%

Individuals/teams responsible for providing remote support:

About the Report Percentage of organizations

25% of organizations formally measure the percentage

Percentage of tickets resolved remotely:

Remote support technologies used by support:

Microsoft Remote Desktop Connection 33%

Microsoft SCCM 27%

Microsoft Windows Remote Assistance 16%

LogMeIn GoToAssist [formerly Citrix] 9%

Apple Remote Desktop 6%

Solarwinds Dameware Remote Control 6%

Solarwinds Dameware Mini Remote Control 5%

LogMeIn GoToMyPC [formerly Citrix] 5%

Self-service (i.e., Tier 0, unassisted self-help)

Documentation library 27%

Personal profile updates 11%

Application packaging software used by support:

Microsoft SCCM 64%

About the Report Jamf Pro [formerly Casper Suite] 18%

IBM Tivoli Endpoint Manager 13%

Developed in-house (homegrown) 11%

Quest KACE [formerly Dell KACE] 9%

ManageEngine Desktop Central 6%