The Future of Desktop Support. Rick Joslin HDI Executive Director, Certification & Training. Is Desktop Support going away?. Will it be extinct?. Or is the role changing?. Life is Changing. In the beginning… . Ever changing…. In the new world…. We need a new image .
HDI Executive Director, Certification & Training
In the beginning…
Desktop Support is the most common name after IT HelpDesk or Service Desk
More organizations are integrating Desktop Support with the Support Center.
71.0% Select technology aligned with ITIL.
25.5% align with HDI.
And 17.0% align with KCS.
Top 3: Remote Control, Incident Management & Knowledge Management
54% of desktop support teams have seen a increase in ticket volume over the past year.
16% of desktop support teams have seen a decrease in ticket volume over the past year.
Email and Website are most commonly used to collect Customer Satisfaction data
Providing more choice and more access points.
and the data, but not the user or the device.
Centralizing the data, the applications, and the configurations.
Shifts from application support to connectivity support.
To get additional research statistics, download or view online the
2014 HDI Desktop Support Practices & Salary Report
Also available via the HDI Reading Room app