President's Message...
with Laurie Lukken
As we step into April with renewed energy, it’s an ideal moment to recognize the unique value that HDI Local Chapters brings to each of its members. Far more than a professional association, HDI Local Chapters is a powerful network of service and support management professionals, all united by a shared commitment to advancing our field and supporting one another’s growth. Our primary mission is to foster opportunities for connection, education, and leadership development throughout our vibrant community.
What truly makes HDI Local Chapters stand out is our spirit of genuine community. Here, members find authentic relationships and collaborative problem-solving while creating an environment where everyone is encouraged to thrive. Don’t miss the chance to experience this camaraderie firsthand at an April local event. And with the HDI Service and Support World conference just around the corner in May in Las Vegas, there’s even more opportunity to connect. Many of our members and local chapter leaders will be present, eager to meet new faces, share insights, and simply enjoy time together. If you haven’t registered yet, there’s still time—and as a member, you can save $800 on your registration with our exclusive local chapter code. Just reach out to your local chapter for details; contact information is available here .
Whether you’re looking for guidance, eager to share your successes, or seeking to elevate your professional skills, HDI Local Chapters provides a supportive space for growth and inspiration. This April, seize the opportunities that come with being part of this dynamic network—connect, learn, and unlock your potential with a community that’s with you every step of the way.
Congratulations to the Award Finalists!
Here they are! Say hello to the 2026 HDI Global Service and Support Awards finalists. Each year, these awards spotlight the teams, leaders, and innovators who are raising the bar for service and support. From customer-first transformations to operational excellence and people-powered cultures, this year's finalists represent what's possible when strategy, empathy, and execution come together. Being named a finalist is no small feat, and we're proud to celebrate the incredible work happening across our community.
And the excitement doesn't stop here! We'll announce the winners live on stage at HDI Service & Support World, happening May 3-7 in Las Vegas.
The full list of finalists is here! Congratulations to all!
Bytes and Banter - Latest Episode Released!
This month on Bytes and Banter, we explore the foundation of growth and the evolution of experience-driven leadership in tech.
🎙️ Episode 32 – Varun Sharma: The Lost Art of Growth – When You Lead Yourself, Everything Else Follows
In this episode, Varun Sharma challenges the common belief that growth is driven primarily by certifications and credentials. Instead, he makes the case for something far more foundational: attitude, effort, and accountability. Varun shares how being laid off became a turning point—not a setback—because he chose a “Be Ready” mindset. Growth, he reminds us, begins with belief in yourself and is reinforced through consistent effort and ownership. Whether you’re just starting your career or leading a team, this conversation is a powerful reminder that titles don’t create growth—mindset does.
🔁 Previously on Bytes and Banter – Episode 14: Doug Rabold – Convergence: Bridging Two Worlds with Experience Management
We’re revisiting our conversation with Doug Rabold, North America XLA Institute Evangelist, who shares his journey from sales to IT leadership and his passion for experience management. Doug explores the shift from reactive support to proactive, experience-focused IT service management, emphasizing adaptability, root cause thinking, and aligning technology with human needs. As organizations continue to prioritize exceptional service, Doug’s insights on bridging systems and real-world experiences remain incredibly relevant.
🎧 Tune in on Apple Podcasts, Spotify and YouTube,or your favorite platform
Explore past episodes and subscribe at hdilocalchapters.org/bytesandbanter.
Follow #BytesAndBanter for conversations that connect people, purpose, and tech.
April AI Meetup - SSW Preview: Stacking Your AI Tools to Decrease Time to Presentation
A sneak peek from the Support World Live session: “Miro and Gamma and Notebooks, Oh My!” with Quinn Karley, Stephen Paskel and Jason Wischer. Learn a practical workflow for combining tools to speed up planning, synthesis, and building a polished presentation in 50% less time.
Date: April 3, 2026
Time: 10:00 PM - 11:00 AM ET
Location: Virtual! Details sent on registration
Cost: Free!
Register Here!
An Evening with Nora Osman: From Zero to Hero Moments
In this dynamic session, Nora introduces her Zero to Hero framework through real-world service delivery stories that highlight how everyday “moments of truth” shape customer trust, employee engagement, and measurable service outcomes.
Rather than focusing on tools or theory alone, this session dives into practical service management decisions — the small, often overlooked moments that either derail performance or transform it.
Attendees will walk away with a human-centered lens for identifying high-impact service moments and redesigning them into experiences that:
If you are looking to elevate service delivery from transactional to transformational, this session will provide practical insights you can apply immediately within your organization.
Whether you are leading service operations, driving digital transformation, or improving experience strategy, this event will help you recognize and redesign the moments that matter most.
Date: April 8, 2026
Time: 6:00 PM - 8:00 PM ET
Location: 75 Varick St 12th floor, New York, NY 10013 (Horizon Media Offices)
Cost: Members: Free! Non-Members: $20
Register Here!
IT Service & Support: Lessons Learned from our Large Epic Deployment
This Zoom virtual event will feature the inspiring Nancy Robinson, Information Technology Service Desk Manager at Health First and a celebrated HDI Instructor, presenting “I.T. Service & Support Lessons Learned from Our Large Epic Deployment”
Separate calendar invitation to be sent after registration.
Date: April 8, 2026
Time: 1:00 PM - 2:00 PM ET
Location: Virtual!
Cost: Free!
Register Here!
Beyond the SLA:
Designing SolYOUtions with XLA
Your dashboards are green.
Your SLAs are met.
Your KPIs are solid.
................but your users are still frustrated!
Join Doug Rabold of the XLA Institute for this session which uncovers the disconnect between traditional metrics and how users actually feel about the service we provide.
In this session we’ll explore how Experience Level Agreements (XLAs) shift the focus from mere output-driven checkboxes to turbo-charge outcomes which positively impact customer sentiment. Walk away with an awareness of XLAs and the practical steps in evolving your measurement strategy to demonstrate the business value of technical support.
Doug Rabold ITIL, Bold Ray Consulting, HDI-CI - Top 25 Thought Leader
Doug Rabold is a committed leader who has led high-performing global teams of up to 350 resources and managed a portfolio of contracts exceeding $60M annual revenue. He is an acknowledged Customer Experience and ITSM expert who focuses on developing talent to deliver exceptional support.
Doug attended University of Illinois, holds numerous certifications and is a Certified Instructor. He has extensive public speaking experience, is a frequent podcast guest, and contributing author to several publications. Doug is the XLA Institute North America Evangelist, Past-Chairman of the HDI Board of Directors, and sits on the AOTMP Advisory Council.
Date: April 10, 2026
Time: 11:30 AM - 2:00 PM ET
Location: 1501 Reedsdale St #201, Pittsburgh, PA 15233
Cost: Members: Free! Non-Members: $25
Register Here!
The Future of the Service Desk with Digital Employee Experience
What if the help desk could move beyond reacting to issues and instead proactively fixing them or eliminate them?
Join HDI Ohio and Nexthink, the leader in Digital Employee Experience (DEX), for a session exploring how modern IT teams are transforming the role of the service desk. By leveraging real-time visibility into employee devices, applications, and digital sentiment, IT teams can shift from reactive support to proactive experience management by identifying and resolving issues before the user is even affected.
In this workshop, Nexthink will showcase how AI-powered investigations, automated remediation, and targeted employee communications enable support teams to detect problems early, resolve them at scale, and guide users through fixes without submitting a ticket or relying on chatbots. Attendees will gain practical strategies to operationalize their teams for higher efficiency, reduce ticket volume, improve employee experience, and strengthen the overall impact of IT, all while building stronger community connections and driving measurable results.
What can you expect?:
- Engaging discussion on Digital Employee Experience (DEX)
- Networking with other IT Support professionals
- Appetizers and drinks!
- Raffles for giveaways!
Date: April 16, 2026
Time: 3:30 PM ET. Happy Hour to Follow
Location: Grizzlybird Brewing Company, 5901 Chandler Ct, Westerville, OH 43082
Cost: Members: Free! Non-Members: $15
Register Here!
Courageous Cloud Leadership: Building Trust and Agility in a Secure World
Modern leadership is about more than just overseeing technology—it’s about empowering teams to innovate fearlessly, embrace risk, and lead secure cloud transformations with clarity and compassion. Join visionary leaders for a day dedicated to practical strategies that foster trust, drive innovation, and ensure resilience in an ever-evolving digital landscape.
Agenda:
8:00 AM - 9:00 AM - Registration
9:00 AM – 12:00 PM – Panel: Courageous Cloud Leadership
12:00 PM – 1:00 PM – Networking Lunch (provided)
1:00 PM – 3:00 PM – Executive Breakout Groups
3:00 PM – 5:00 PM – Cocktail Networking Reception
Date: April 16, 2026
Time: 9:00 AM - 3:00 PM CT. Happy Hour to Follow
Location: 10 S Riverside Plaza, Chicago, IL 60606, USA
Cost: Free!
Register Here!
AI In Action: Real Stories from Support Operations
Our popular Round Table Forum returns this April—focused on how organizations are actually using AI in IT support and service operations.
This session goes beyond the hype to explore real-world strategies, lessons learned, and practical applications from teams in the field.
We’ll begin with short introductions from our table leaders, each sharing how their organization is exploring AI to improve support efficiency, knowledge management, and the end-user experience.
Attendees will then join facilitated roundtable discussions to exchange ideas, ask questions, and learn from peers.
We’re excited to have Dan Turchin, CEO and Founder of PeopleReign, the leading AI platform for IT and HR employee service, serving as our event facilitator—helping guide the conversation and bring together insights from across the room.
Bring your questions, experiences, and ideas.
Whether you’re actively implementing AI or just getting started, this is your chance to learn from the SFHDI community and walk away with practical insights you can apply right away.
Date: April 16, 2026
Time: 4:00 PM - 6:00 PM PT
Location: Fenwick, 801 California St. in Mountain View
Cost: Members: Free! Non-Members: $10
Register Here!
The Perfect Knowledge Base is a Myth: Embracing MVP KM for Modern ITSM
In the world of ITSM and CX, we’ve been sold a lie: that if we just buy the right software and spend six months "loading" it with content, our support woes will vanish. Instead, we end up with expensive digital landfills, frustrated agents, and a "governance" model that feels like a straitjacket.
With the advent of modern AI systems that rely on your knowledge base to solve tough issues, having a robust KM strategy is imperative. It’s time to stop building dusty, disorganized libraries and start building thriving ecosystems.
In this session, we will explore why a successful strategy isn't just about the software you buy, but how you harmonize the "Three Pillars": People, Governance, and Systems. Drawing on principles from Lean/Agile, Knowledge Centered Service, ISO 30401 and ITIL, you’ll learn how to strip away the KM bloat and focus on an efficient knowledge process that delivers massive value to your frontline. We’ll discuss how to shift from "authoring" to "capturing," how to implement "just enough" governance to ensure accuracy without killing speed, and how to select systems that support—rather than hinder—the human element.
Stop waiting for the perfect time to fix your knowledge strategy. Learn how to launch fast, iterate often, and build a KM engine that actually works in the real world.
Martin Hobratschk, CKM, is the Founder and Principal of Cognita Knowledge Management LLC. With more than 25 years of experience in customer and technical support contact centers, he helps CX and IT leaders develop and implement knowledge management strategies designed for maximum operational impact.
Date: April 16, 2026
Time: 11:30 AM - 1:00 PM ET
Location: Virtual!
Cost: Free!
Register Here!
This Is Not Your Father's ITIL: How ITIL 5 Can Transform Digital Business and Enable AI
The ITIL Framework has been a broadly adopted best-practice framework for IT Service Management. ITIL (Version 5) has a very ambitious goal; how to transform Product and Service Management to exist at the speed of AI and to enable organizations to manage the incredible pace of change we see. In this session we will briefly outline the new ITIL, discuss a future world based on flows and feedback loops and not just practice areas, and help you prepare for the ongoing transformation we see in our organizations. Whether public sector, private sector, military, civilian, big or small, this affects all of us. Arm yourself with a better toolkit to meet the challenges ahead.
Patrick von Schlag has more than 30 years of experience in management and leadership roles. He serves as President of Deep Creek Center, a consultancy based in Maryland. Patrick’s background is in helping organizations adopt and adapt best practice frameworks, including LEAN practices, governance, service management, portfolio/program/project management, Agile disciplines, and cybersecurity risk management. Patrick has provided consulting and training services to a who’s who of leading private and public sector organizations, including Disney, Microsoft, Nike, Blue Cross/Blue Shield, Bank of America, all four branches of the US military plus DoD, IRS, Federal Reserve Bank, USDA, and approximately 400 others. Patrick’s methods are grounded in pragmatic, “rightsized” approaches that help identify and prioritize needs and drive tangible benefits for company stakeholders.
Patrick von Schlag has more than 30 years of experience in management and leadership roles. He serves as President of Deep Creek Center, a consultancy based in Maryland. Patrick’s background is in helping organizations adopt and adapt best practice frameworks, including LEAN practices, governance, service management, portfolio/program/project management, Agile disciplines, and cybersecurity risk management. Patrick has provided consulting and training services to a who’s who of leading private and public sector organizations, including Disney, Microsoft, Nike, Blue Cross/Blue Shield, Bank of America, all four branches of the US military plus DoD, IRS, Federal Reserve Bank, USDA, and approximately 400 others. Patrick’s methods are grounded in pragmatic, “rightsized” approaches that help identify and prioritize needs and drive tangible benefits for company stakeholders.
Date: April 24, 2026
Time: 1:00 PM - 2:00 PM ET
Location: Virtual!
Cost: Free!
Register Here!
Updates from HDI...Check out these great industry happenings!
What Happens in Vegas...is a lot!
May 3-7, 2026, Ceasar's Palace - Las Vegas, NV
The ultimate destination for IT Service Management, Customer Support, and Technical Support.
The future of IT service and support starts here. For the first time ever, HDI is bringing together SupportWorld Live and Service Management World into one powerful experience: HDI Service & Support World. This is where IT Service Management, Customer Support, and Technical Support converge, creating a single destination for learning, networking, and innovation.
The industry is evolving fast, and this event is your chance to stay ahead. HDI Service & Support World delivers actionable insights, dynamic training, and strategies to help you thrive in a rapidly changing ITSM landscape. Connect with a diverse community of IT leaders, explore cutting-edge solutions, and discover the tools that will define the future of service and support. Join us in Las Vegas this May and be part of the movement shaping what’s next.
HDI Local Chapter members save $800 off of the registration price! An HDI Local Chapters membership is only $149!
Here's how to get the discount:
- If you are already an active HDI Local Chapter member, use the discount code unique to your local chapter when you register! OR...
- If you are not currently an Active Member, Join or Renew your HDI Local Chapter Membership THEN
use the discount code unique to your local chapter when you register!
Then...
- Register for HDI Service and Support World - Use your member discount code and save!
Register for the Conference Here!
HDI and ICMI Idea Exchange: Carving Out Career Paths in Service and Support
There’s no single path to success in service and support, and that’s what makes this space so dynamic. Join us for a conversation on navigating career growth, exploring new opportunities, and defining what success looks like for you.
In this session, we’ll explore:
- Different ways to grow and evolve within service and support
- How others in the community are thinking about career progression
- Ideas for taking the next step (wherever you are today)
With over a decade of experience leading contact center teams, Shmuel Saklad is driven by a passion for helping people. He is deeply committed to empowering employees, creating exceptional customer experiences, and coaching the next generation of leaders. From his early career managing operations, fulfillment, and customer service in a fast-paced plumbing supply house to leading a 40-person division at B&H Photo Video, Shmuel has witnessed firsthand how engaged teams and strong leadership can create memorable customer experiences. Currently, he oversees half of a 90-person contact center that supports enterprise, education, and government clients, with a focus on seamless service delivery, operational efficiency, and team development.
Date: April 17, 2026
Time: 11:30-12:30 PM ET
Cost: Free!
Register Here!
SupportWorld - Are You in the Know?
Leading the technical support field with tips and insights from experts around the globe, exclusive research, and strategies for all segments of them 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!
Subscribe Here!
Training Spotlight - Troubleshooting and Problem Solving Bootcamp
The Troubleshooting and Problem-Solving Bootcamp is a two-day, next level certification course that focuses on methodologies and techniques for effective troubleshooting and problem-solving skills from a general perspective as it applies to all levels of IT.
Designed around skills and techniques that can be implemented in any type of service and support organization using a variety of practices and methodologies.
We won't just tell you about strategies and techniques, you will actually get to apply them in class through hands-on exercises. The certification for this course includes an exam.
Next class: April 14-15 (Virtual, Instructor Led)
More information here!
State of Service Management in 2026...an HDI Industry Practices Report
Workforce shortages, AI-driven change. Growing operational complexity. HDI's 2026 State of Service Management report explores how service organizations are navigating these challenges while improving productivity and customer experience.
Download the free report today by clicking here!
The Tech Jobs Companies Can’t Hire Fast Enough in 2026
Tech hiring isn’t slowing down, in fact, demand for skilled IT professionals is accelerating as companies race to adopt AI, strengthen cybersecurity and modernize their systems. Roles like AI/ML engineers, cybersecurity engineers, DevOps specialists, data scientists and cloud engineers are among the most sought-after as organizations push forward with digital transformation. Curious which tech and IT jobs are leading the market in 2026 and why? Read this article to learn which roles and skills employers need most right now.
Sponsor Spotlight...TeamDynamix!
HDI Local Chapters would like to thank TeamDynamix for their continued sponsorship. TeamDynamix helps IT leaders modernize service management without draining budgets and resources. Combine no-code ITSM/ESM with enterprise-grade automation, integration, and native AI to supercharge your operations. Eliminate manual processes and repetitive tasks associated with on/offboarding, password resets, equipment replacement, and more. Customers realize 30-60% ticket deflection, 40-90% faster resolution, and can eliminate 2-3 months of manual steps for each IT team member. From basic ITIL adoption to AI virtual agents that can take action, the platform helps teams accelerate their service management initiatives for improved end-user service delivery. A modern enterprise platform, built for today and the future. Learn more: www.teamdynamix.com
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!
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