Research Brief

Pearls of Wisdom: HDI Research Brief Compilation 2013-2014

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2 0 1 3 - 2 0 1 4 COMPILATION SENIOR RESEARCH ANALYST Jenny Rains SENIOR EDITOR Megan Selva GROUP CREATIVE DIRECTOR Steve Raia ART DIRECTOR Giulia Fini CONTRIBUTING ART DIRECTORS Dave Nicastro Debra Cassa Catherine Musngi CONTRIBUTORS Mike Hanson Buff Scott III ABOUT HDI HDI is the professional association and certification body for the technical service and support industry. Facilitating collaboration and networking, HDI hosts acclaimed conferences and events, produces renowned publications and research, and certifies and trains thousands of professionals each year. HDI also connects solution providers with practitioners through industry partnerships and marketing services. Guided by an international panel of industry experts and practitioners, HDI is the premier resource for best practices and emerging trends. Copyright © 2013-2014 UBM LLC. HDI 121 South Tejon Street, Suite 1100 Colorado Springs, CO • 80903 HDI is a part of UBM Tech, a division of UBM LLC. HDI ® is a registered trademark of UBM LLC. KCS SM 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. For all available HDI research, visit Research. Send any questions regarding the HDI Research Briefs to 2

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