News Flash! You can save $800 off of the Service Management World registration by being an HDI Local Chapters Member (cost for joining is $149)! See HDI section below for more information.
President's Message...
with Laurie Lukken
August marks the beginning of an exciting opportunity for everyone in the service and support management industry to recognize hardworking and deserving individuals by submitting nominations for the HDI Global Service and Support Awards. Each year, HDI publicly honors the very best technical support and service management professionals across the nation. However, this recognition is only possible if someone takes the time to submit a nomination.
Now is the time to show these dedicated individuals how much their work is valued and how they positively impact the lives of customers, the team, and the company. Recognition helps employees feel more motivated, engaged, and connected to their jobs. It also boosts their confidence in their value to the company, which in turn builds trust and helps retain highly skilled employees.
More information will be provided on how to submit nominations but start thinking now about a deserving service and support analyst and a service and support technician you would like to honor. When nominations open, you'll be ready to recognize these bright, hardworking, and deserving individuals.
Bytes and Banter - Latest Episodes Released!
In August, Bytes and Banter turns the spotlight on two thought leaders who remind us that behind every ticket and tool is a human being—with needs, emotions, and the potential to thrive.
In Episode 23, Energizing Tech Teams with Real Talk on Burnout, Leadership, and Human-Centered Service, Phil Gerbyshak brings his signature energy and candor to a conversation about navigating burnout and leading with empathy. From career pivots to staying grounded in high-pressure environments, Phil shares actionable strategies for building meaningful relationships and sustainable momentum in tech.
In Episode 24, Beyond Tickets: Creating Meaningful IT Experiences, Matt Beran invites us to reimagine IT service management through experimentation, empathy, and collaboration. Drawing from his work as a service designer and podcast host, Matt explores the emotional side of support, the limits of traditional metrics, and how listening fearlessly can create IT experiences that truly matter.
🎧Tune in on Apple Podcasts, Spotify and YouTube,or your favorite platform—and follow #BytesAndBanter for conversations that connect people, purpose, and tech.
Imagination Workshop!
What to Expect:
🕠 5:30–6:00 PM | Refreshments & Networking
🧠 6:00–6:45 PM | Live AI Tools Demo by James Jorasch
🎨 6:45–8:00 PM | Imagination Workshop – a dynamic design sprint led by Nita Sanger, Nora Osman, and James Jorasch
You’ll take part in a facilitated, interactive session where every voice matters. Together, we’ll:
• Explore the evolving impact of AI across industries
• Identify key trends, challenges, and opportunities
• Collaborate in rotating teams to co-create real-world solutions
• Share insights and shape actionable outcomes
💡 Whether you're passionate about tech, imagination, or human-centered design, this is your chance to connect, contribute, and create impact.
🎟️ Only 20 seats available – HDI NYC members/invitees only.
Date: August 6, 2025
Time: 5:30 PM - 8:00 PM ET
Location: 122 E 38th St, New York, NY 10016
Cost: Free!
Summer Social Revival
🎉 You're Invited! 🎉
HDI Rocky Mountain Summer Social Revival
📍 Public Offering Brewing Co
🗓️ Thursday, August 7th
🕔 5:15 PM – 7:00 PM
We’re bringing the HDI Rocky Mountain Local Chapter back to life — and what better way to kick it off than with cold drinks, great conversations, and a little summertime magic?
Join us for a laid-back happy hour at Public Offering Brewing Co, where you’ll connect with fellow IT Service Management professionals from across the Denver area. This is your chance to meet the local community, share your ideas, and help shape the future of our chapter.
💬 Let’s reconnect, refresh, and reignite what makes HDI great — with your first two drinks on us, thanks to our awesome sponsor, Ahead!
✅ Be sure to sign up so we know you’re coming — we can’t wait to see you there!
Date: August 7, 2025
Time: 5:15 PM - 7:00 PM MT
Location: 1736 S. Broadway. Denver, CO 80210
Cost:Free!
HDI Chicagoland Boat Cruise 2025
Set sail with HDI Chicagoland for an unforgettable evening of networking, learning, and fun on our Boat Cruise Networking Event!
🚢 Why You Should Be There:
-Connect with top IT professionals, industry experts, and fellow tech leaders in a unique, relaxed setting.
-Expand Your Network make valuable connections that could lead to your next big opportunity.
-Enjoy Unlimited Drinks with Food while taking in breathtaking views of the Chicago skyline.
-Engage with Sponsors learn about exciting partnerships, win giveaways, and hear directly from key industry players.
-Boost Your Career with insightful conversations, collaborations, and fresh perspectives from the IT community.
Whether you're looking to unwind, gain knowledge, or make meaningful connections, this Boat Cruise Networking Event is the perfect opportunity to do it all while cruising the beautiful waters of the Chicago River and Lake Michigan!
🌊🍸Are you ready to mix, mingle, and make waves in the industry?
Secure your spot today!
Date: August 7, 2025
Time: 6:30 PM - 9:30 PM CT
Location: 112 E Wacker Dr, Chicago, IL 60601
Cost: Varies. Please see registration link for details.
HDI Heartland at INTERFACE Kansas City
INTERFACE Kansas City 2025 is a one-day conference focused on IT infrastructure, taking place on August 14th at the Overland Park Convention Center. It will cover topics such as information security, infrastructure, cloud, disaster recovery, and communications, offering presentations, panel discussions, and exhibits. The event aims to connect IT professionals with local experts and solutions to help them navigate the evolving landscape of technology.
Date: August 14, 2025
Time: 8:30 PM - 4:30 PM CT
Location: Overland Park Convention Center
Cost: Free! If you register using link below.
HDI Motown - Local Chapter Social Event
HDI Motown Local Chapter would like to invite you to a social networking event!
This is an opportunity for you to meet and network with your peers in a casual, relaxed
setting. No agenda, just network!
This is a free event for all!
Thanks to sponsorship from NTT Data, appetizers will be provided to all attendees, and 1 drink for the first 10 attendees.
Date: August 21, 2025
Time: 5:00 PM - 7:00 PM ET
Location: Block Brewing Company. 1140 S Michigan Ave, Howell, MI 48843
Cost: Free!
KCS Best Practices and Lessons Learned
About the Program
Implementing Knowledge-Centered Service (KCS) transforms how service and support teams capture, share, and evolve knowledge. This session explores proven best practices that drive successful KCS adoption and the real-world lessons learned along the way. Drawing on practical experience, the presentation will highlight common pitfalls to avoid and share strategies that lead to sustained engagement and measurable impact. Whether you're starting your KCS journey or looking to refine your current practices, this session offers actionable guidance to help your organization get the most out of KCS.
By the end of the session, we will have gained knowledge of how to:
- Avoid common pitfalls of KCS implementations
- Set your KCS program up for success
- Maintain a successful KCS program
Presented by Liz Bunger
Liz Bunger is the Knowledge Management Leader at Vertex, Inc. She has been a KCS practitioner for over 18 years, helping organizations become more efficient by creating a knowledge sharing culture. She has guided organizations to save millions of dollars in support costs through KCS. Liz has led KCS implementations in multiple companies and has learned what works well and what is sure to sabotage a great KCS program.
Liz is also the Chair of HDI Local Chapters. She has been involved with the local chapters for over ten years and has a passion for growing the community.
Liz is committed to helping the 20+ HDI Local Chapters across the US bring the knowledge, experience, and networking opportunities from HDI Conferences to the local communities.
Liz holds multiple industry certifications including KCS v.6 Practices, KCS v.6 Internal Trainer, ITIL, and Problem Management. She is an HDI Top 25 Thought Leader in 2025, and serves on the HDI Conference Advisory Board.
Date: August 22, 2025
Time: 1:00 PM - 2:30 PM ET
Location: Virtual!
Cost: Free!
"The EQ Edge": Mastering Emotional Intelligence in IT Support
Join HDI Ohio for an engaging event that explores the role of emotional intelligence in delivering exceptional IT support. Whether you're a seasoned service desk pro or a student entering technology, you'll leave with valuable takeaways for empathy, resilience, and communication.
Featuring guest speaker Dominique Bredeson from Unisys
What will we discuss?
- How emotional intelligence impacts service desk performance
- Techniques for improving empathy, self-awareness, and communication
- How to create emotionally intelligent teams
What can you expect?
- Insightful talk on emotional intelligence in IT support
- Networking with fellow IT professionals and students
- Meet and mingle with HDI Ohio sponsors
- Giveaways and light refreshments
Date: August 22, 2025
Time: 2:00 PM - 4:30 PM ET
Location: 5800 Shier Rings Rd, Dublin, OH 43016
Cost: Members: Free! Non-Members: $15.00
Updates from HDI...Check out these great industry happenings!
Are you coming to Orlando?!
November 16-20, Disney's Coronado Springs Resort - Orlando, FL
With three decades of experience as a resource for service management and technical support professionals, HDI doesn’t just stay ahead of industry trends—we help set them. Let our program, our experts, and your fellow attendees help you embrace today’s ever changing landscape. Attend the definitive event for Service Management professionals and propel your business and career forward. Reserve your spot today!
- Learn how SM professionals deliver value today
- Rethink your everyday including tools, metrics, methodologies and processes
- Gain control of your talent management and professional development approach
- Understand how AI and automation can empower your hybrid workforce
- Assess whether your legacy tools and methodologies need to be replaced
- Embrace your role in ESM transformation
Want to maybe attend for free?!! HDI is raffling off 5 free conference registrations! Enter the raffle here!
HDI Local Chapter Members save $800 off of the registration fee!
Not a member? Follow steps in the link below to join HDI Local Chapters and then get your discount code to use when registering for the conference.
Help Us Recognize Emerging IT Talent: Introducing HDI's Rising Stars Program
In every corner of the IT service and support world, superstars are already making a meaningful impact early in their careers. They’re innovating, problem-solving, motivating their teams, and redefining what excellent service looks like. Now, it’s time to recognize them.
We’re thrilled to announce the launch of HDI’s Rising Stars, a new recognition program that highlights emerging professionals in IT service management and support.
What is the Rising Stars Program?
The HDI Rising Stars program celebrates the next generation of service and support leaders. These are the individuals who, despite being in the early stages of their careers, are already shaping the future of the industry. Whether they’re rethinking internal processes, improving customer experiences, or fostering strong team cultures, our Rising Stars are people to watch.
Who Should I Nominate?
We’re looking for standout individuals who:
- Are in the first 1–9 years of their IT service/support careers
- Demonstrate exceptional promise, leadership, and impact
- Embody the spirit of collaboration, innovation, and continuous improvement
Whether they’re in frontline support roles, analysts, process owners, team leads, or junior managers, we want to hear their stories.
Key Dates
- Nominations Close: August 11
- Finalists Announced: August 18
- Public Voting: August 18 – September 5
A panel of judges will select finalists, who will then be featured in a community voting round to help determine the inaugural class of Rising Stars.
The Honors
The individuals selected as HDI’s Rising Stars 2025 Momentum Makers will:
- Be featured in HDI’s digital media channels
- Receive a complimentary pass to Service Management World, taking place November 16–20 in Orlando, Florida
- Join a growing network of Rising Stars and mentors within the HDI community
Know someone who deserves the spotlight?
SupportWorld - Top 3 Articles
Top 3 articles for June, 2025...have you read them yet?
1. 5 Moments that Rewired My Thinking at SupportWorld Live 2025, by Matt Beran
2. How to Harness the Strategic Potential of Your Service Desk, by Doug Tedder
3. What Gardening Taught Me About Leadership, by Rachel Mulry
Leading the technical support field with tips and insights from experts around the globe, exclusive research, and strategies for all segments of the industry, HDI's SupportWorld helps you become the expert in technical support and service management. Get in the know - new articles are released every week!
Is Your Service Desk in Shape? HDI Consulting Services Can Help!
With more than 35 years of hands-on experience managing complex service management projects, our team of consultants works in lockstep with your organization to help boost your service management. Learn more and meet our team of expert consultants!
Click Here for More Information!
Let's Chat!
Sign-ups are still open for July and August HDI LinkUp Coffee Chats. In case you missed it, these are low-key virtual meetups designed to connect contact center pros in small, informal groups. It's a great way to make new connections. Want in? Reserve your spot here for August.
HDI Training Spotlight
HDI's Service Level Management Principals Course equips professionals with the essential skills to define, measure, and manage service levels that align with business objectives and customer expectations.
Service Level Management Principles expands the best practices elements of the Service Level Management Practice. Additionally, this course provides a more detailed look at the Service Level Management Practice activities.
Familiarize yourself with the benefits and value of operating a Service Level Management Practice within an organization. The Service Level Management Practice ensures a consistent approach to managing service and operational level agreements and targets.
This 2-day class helps reinforce the importance of the Service Level Management Practice. The Service Level Management Practice resources and capabilities are focused on setting clear business-based targets for service performance so that the delivery of a service can be properly assessed, monitored, and managed against these targets. We present experience-based, practical guidance, and examples for successfully implementing best practice methodologies for Service Level Management.
Snag a spot in our next live, virtual course, August 26-27.
On the Job Hunt? Be Ready for These Interview Questions!
Walking into an interview without knowing what questions to expect can be stressful, especially in today’s fast-changing tech world. Today’s tech interviews go beyond technical know-how. Hiring managers want to see how you think, how you adapt, and how you work with others. This article covers 17 questions you’re likely to face, from using AI tools to handling legacy systems and working in hybrid environments. It’s full of insights to help you prepare clear, confident answers that show off your skills and experience. Give it a read before your next interview and walk in ready to impress.
HDI CONNECT...Where Practitioners Go for Advice!
HDI Connect is the place where support and service management professionals come to expand their knowledge, advance their careers, and find a community that acts like a family. Joining the community is complimentary to you, but priceless to your career and organization! Click here to sign up! It's free!
WHY WE'RE HERE...WHAT WE DO
HDI Local Chapters primary mission focuses on elevating the service and support industry through our Local Chapter Network. These goals are accomplished by:
❖ Building a community where people are encouraged to form connections that span different career paths and levels of experience in the service and support industry.
❖ Providing quality communications, educational events, and sharing of best practices among members within the service and support community.
❖ Maintaining a relationship and working closely with HDI Corporate as a strategic partner.
JOIN HDI!
Connect - Learn - Succeed for one low annual membership fee $149 per year. Students can join for the low price of $29 per year. Click here to join!
GET SOCIAL WITH US!
THANK YOU TO OUR HDI LOCAL CHAPTER SPONSORS