HDI, an association for help desk professionals, released a few results from its latest survey on help desk practices and salaries. Here are some key trends:
The cost of support hasn’t changed much since the last survey:
- Phone: $20 per incident
- Email: $16 per incident
- Self-service: $5 per incident (wonder if that includes the cost of the downtime for the person doing the self-service)
The average number of applications supported by respondents is 314. The median is 61. (The press release doesn’t say whether this includes respondents who offer support for multiple clients or a single organization.)
Those respondents providing 24×7 support increase 5% last year to 41%, up from 22% in 2003.
The adoption of ITIL processes is gradually growing. Plans to become ITIL-certified has increased from 18% in 2003 to 32% in 2005.
Outsourcing of the help desk function remained stable from 2004. Two areas where outsourcing was increasing was on after-hour support (from 7% to 9%) and during peak call load periods (from 2% to 5%).
HDI collected its data from 790 companies. You can purchase a copy of the full survey for $79 from HDI here: