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Technology
Operations
Demographics
About the Report
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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
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