INDUSTRY LEADERS DEBUT SUPPORT INDUSTRY BENCHMARK DATABASE.Support industry leaders have entered into a joint effort to provide the an on-line, real-time, and perpetual database of benchmark performance and policy metrics. The Help Desk Institute (HDI HDI Human Development Index (UNDP yardstick of human welfare) HDI Help Desk Institute HDI Humpty Dumpty Institute (New York, New York) HDI High Density Interconnect ), Service Management International (SMI (1) (Storage Management Initiative) The initiative developed by the SNIA in 2003 to create a single standard interface for storage management technologies used by multiple vendors and networking communities. ), Decisive Technology and Customer Support Management magazine have signed collateral agreements for the design, development, and deployment of this unique Web-based service for support executives and managers. Ron Muns Ron Muns is both the founder of HDI (formerly Help Desk Institute) as well as Bendata which was later acquired folded into the family of software products owned and sold by FrontRange Solutions. , founder of HDI and recently returned association owner, says, "The opportunity to contribute our grass roots grass roots pl.n. (used with a sing. or pl. verb) 1. People or society at a local level rather than at the center of major political activity. Often used with the. 2. The groundwork or source of something. expertise to the benchmark is a perfect fit with our mission of being the collection place for true, open standards Specifications for hardware and software that are developed by a standards organization or a consortium involved in supporting a standard. Available to the public for developing compliant products, open standards imply "open systems;" that an existing component in a system can be replaced and metrics for the IT support industry. The benchmarking database will be linked to our soon to be released HDI program for certifying support organization quality. For the first time, we will be able to relate benchmarking data to quality measures." Leveraging its worldwide membership, HDI will offer the benchmarking executive briefing free to members and substantial discounts to members for the more extensive reports and annual subscriptions to access the benchmarking database. The research and underlying development of this benchmark database is the culmination of a grass roots effort, on-going since 1997, and led by SMI vice president Dick Szymanski Richard "Dick" Szymanski (born October 7, 1932 in Toledo, Ohio) was a center who played fourteen seasons with the Baltimore Colts in the National Football League. Szymanski attended the University of Notre Dame. . The effort has rallied a dozen charter members and several local HDI chapters. The charter partners include help desk managers and executives from Sybase, VISA International, Bank of America
Bank of America (NYSE: BAC TYO: 8648 ) is the largest commercial bank in the United States in terms of deposits, and the largest company of its kind in the world. , Autodesk, Hershey Foods Corporation, HealthSystems Minnesota, PeopleSoft, Charles Schwab Charles Schwab can refer to:
Szymanski, an advocate for industry benchmark data and certification standards, says, "This initiative has been a focused effort to harness the acumen of a cutting edge group of charter partners in the formation of measurements that will provide true apples-to apples-comparison. The information, gathered from industry participants worldwide, will be easily accessible by all subscribers. Using an intuitive navigation motif, subscribers will have real-time access to industry-wide metrics and a powerful ability to filter the data to create a 'like-to-like' comparison with their own help desk organization in an adhoc, 'slice and dice' fashion." Decisive Technology, riding a successful transition into a role as the leader in real-time customer intelligence monitoring services, is providing the advanced web deployment, OLAP (OnLine Analytical Processing) Decision support software that allows the user to quickly analyze information that has been summarized into multidimensional views and hierarchies. OLAP tools are used to perform trend analysis on sales and financial information. database, analytical reporting and data gathering expertise necessary to provide powerful and useful intelligence at a price range suitable for all support operations. "We're delighted to apply Decisive's sophisticated research technology and web-based customer intelligence tools to this important industry-wide initiative," said Frank Sammann, general manager. Customer Support Management magazine will publish insightful, fact-based and unique credible analyses of the benchmark data. "We are very excited to be able to provide this kind of real-time information to our readership," says editor Katherine Grayson. "Nothing could be more valuable to our audience at this point in time than the examination and critique of metrics across like industries." SMI recently announced the appointment of Cinda Daly, research analyst with over 16 years industry experience, as managing director for the project. "We anticipate that this web portal See portal. to benchmark data will begin delivering reliable, real-time IT help desk metrics this fall," says Daly. About Service Management International Founded in 1993, Service Management International (SMI) is a professional services (job) professional services - A department of a supplier providing consultancy and programming manpower for the supplier's products. firm dedicated exclusively to improving high-technology service businesses and corporate information technology help desks. SMI is comprised of five key practice areas that complement our "Four Pillars Four Pillars may refer to:
The Operations Improvement Practice provides strategic and operational assessments, process design, business process reengineering See reengineering. , and other operational improvement initiatives. The Technology Solutions Practice includes the definition, selection, implementation and integration of support automation tools. The Organizational Development Practice provides a suite of training programs designed for service management and staff. Knowledge Management consulting Noun 1. management consulting - a service industry that provides advice to those in charge of running a business service industry - an industry that provides services rather than tangible objects moves beyond technology and process to the very architecture of a knowledge sharing organization. Our Service Marketing & Pricing Practice helps clients develop and position their service offerings to optimize revenues and increase customer loyalty. SMI also performs standardized industry benchmarking, research and analysis services and offers several publications, including the CustomerCare Newsletter and Compare, the only industry supported, web-based, performance and policy metrics database. SMI's clients range from small start-ups to large, multi-national firms, including Autodesk, ATT ATT ammonia tolerance test. Wireless, Cadence Design, Cisco Systems “Cisco” redirects here. For other uses, see Cisco (disambiguation). Cisco System,Inc. (NASDAQ: CSCO, HKSE: 4333 ) is an American multinational corporation with 54,000 employees and annual revenue of US $28.48 billion as of 2006. , Claris, Intuit, Kodak, Microsoft, Motorola, NetCom, NCR (NCR Corporation, Dayton, OH, www.ncr.com) A technology company specializing in financial terminal transactions, retail systems and data warehousing. Until the late 1990s, NCR was heavily invested in the hardware side of the industry, known worldwide as a major manufacturer of computers , Solomon Software, Sun Microsystems Sun Microsystems, Inc. (NASDAQ: JAVA[3]) is an American vendor of computers, computer components, computer software, and information-technology services, founded on 24 February 1982. , Qualcomm, K-Mart, Pacific Gas and Electric (PG&E) Energy Services. (www.smiweb.com) About Help Desk Institute (HDI) HDI is a member centric organization, focusing on the needs of internal and external support organizations that comprise HDI's membership and the vendors who support them. Help Desk Institute's (HDI) mission is to set standards, establish certification and training programs, and to encourage member collaboration. HDI's focus is to lead the customer support profession world-wide. HDI provides targeted information about the technologies, tools and trends of the help desk and customer support industry, as well as customized training and certification programs for both the individual and support organization sites. HDI also provides numerous opportunities for members to network with their peers, either via participation in one of HDI's 50 local chapters or in gatherings in which HDI host such interactions. HDI cosponsors the Support Services support services Psychology Non-health care-related ancillary services–eg, transportation, financial aid, support groups, homemaker services, respite services, and other services Conference and Expos, offers regional training, and publishes a wide range of training publications and research materials. HDI is a support services association with more than 3,500 members worldwide, with partners in North and South America, Europe, and Asia/Pacific. (www.helpdeskinst.com) About Decisive Technology Decisive Technology, founded in 1993, is a provider of Internet-based outsourced solutions for real-time customer-driven decision making. Decisive has been helping customers make better business decisions by efficiently gathering accurate and valid Real-Time Customer Intelligence. Real-Time Customer Intelligence, collected and analyzed by state-of-the-art research methods using Internet technology, gives you rapid and continuous business improvement, driven by actionable measures of what your customers, employees and partners are thinking. This critical company customer intelligence is the essential element required for accurate, real-time decision making that can help ensure the success of your company. Decisive Technology's client-server product combines Windows-based technology in a simple-to-use interface to bring survey execution to the electronic age. Decisive's Service Division combines technology expertise with an extensive market research background to provide a complete solution for specialized and extensive survey projects. Decisive provides customized solutions for Customer Support, Marketing and HR organizations to over 700 customers, including Fortune 500 companies, major financial institutions, leading technology organizations and government agencies. Decisive Technology recently announced it has been acquired by MessageMedia (Nasdaq:MESG MESG Maximum Experimental Safe Gap MESG Medical Education Solutions Group MESG Mediterranean Shipping Group MESG Mowlem Environmental Sciences Group (UK) ), a provider of email-based customer relationship management and direct marketing services. (www.decisive.com) About Customer Support Management Customer Support Management is the only publication providing "real-life" customer relationship management solutions and strategies, enterprise-wide, for senior-level executives and line managers responsible for customer support and service. The publication reaches over 42,000 readers, representing Fortune 1000 corporations and the top 5000 customer call/contact centers in the U.S. Customer Support Management is a publication of Intertec/Primedia. (www.customersupportmgmt.com) For more information, call 916/608-0755. |
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