Mission
To identify
"Best in Class" help desk management processes, which,
when implemented, will lead member companies to exceptional performance.
Objectives
- To conduct
benchmarking studies of important help desk management processes.
- To create
a cooperative environment where full understanding of the performance
and enablers of "best in class" help desk management
processes can be obtained and shared at reasonable cost.
- To use the
efficiency of the association to obtain process performance data
and related best practices from regarding help desk management.
- To support
the use of benchmarking to facilitate help desk management process
improvement and the achievement of accuracy, timeliness and efficiency.
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Membership
The scope
of HDMBA™ membership includes individuals who work in help
desk management organizations in major corporations.
Company membership
will be considered with respect to compliance with HDMBA™
mission, goals and operating guidelines, as well as, qualification
of the organization within the scope of membership.
Participation
in specific efforts will be optional and open only to members
with costs shared by the participants. Members pay only if they
join a specific study. Currently, membership in HDMBA™ is
free. We reserve the right to review membership applications and
to make the final decision whether or not to accept any application.
Consulting firms are ineligible for membership.
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Benefits
of Membership
Studies:
HDMBA™ will
identify and present to members opportunities to participate
in Benchmarking studies on various topics addressing issues
of
importance to the help desk management functions.
There are two types of Benchmarking studies provided:
- Consortium
studies are offered to the membership as a whole with costs divided.
- Single company
sponsored studies addressing the interest of one member company
can be offered to other selected members for no fee.
The association will also support help desk management benchmarking
efforts:
- Research
- Access public and private databases.
- Identify
study participants - Top companies in help desk management.
- Collect data
- Manage response collection with the participants as a third
party.
- Lead site
visits - Structured with best participants.
Roundtables:
Interest group
roundtables will be organized throughout the year. Members will
pay a nominal fee to join real and virtual roundtable discussions
that address specific help desk management processes.
Cost:
Currently,
membership in HDMBA™ is FREE! Costs
of studies are shared by the participants.
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