HDI

2018 PSR Technology and Operations Edition

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2 Technology Operations Demographics About the Report CLICK/TAP FOR SECTIONS 2018 TECHNICAL SUPPORT PRACTICES & SALARY REPORT Technical support organizations rely on technology to provide successful end-user support. This section reveals the current practices and plans around technology used to provide technical support. Ticket Management Type of devices supported Technologies used to provide support Must-have technologies for providing successful support Key factors motivating new technology implementations/upgrades Alignment between technologies and specific methodologies/frameworks Positions involved in selecting new technologies for the support center Incident/ticket management solutions used to provide 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 Click/Tap Each Entry for Charts

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