President's Message...
with Laurie Lukken
As May brings both Mother’s Day and Memorial Day, we pause to reflect on the powerful spirit of service and support that defines our remarkable community. These two occasions invite us to honor the nurturing care that uplifts others and the courageous dedication that inspires us all. Just as we do on Mother’s Day, let us celebrate those who bring warmth, kindness, and strength to every interaction, shaping lives with compassion and understanding. Just like honoring those on Memorial Day, let us remember the courage and selflessness of those who serve, often in challenging times, embodying the very heart of our community. Together, you exemplify the qualities we cherish most—nurturing hope, fostering belonging, and making a lasting difference.
The month of May also brings the HDI Service and Support World conference and as we celebrate our award finalists, I also want to pass along my sincere gratitude to you all. Thank you for your unwavering commitment, your love, and your service. Your impact is deeply felt and truly appreciated.
If you are attending Service and Support World in Las Vegas next week, please stop by and visit us at the HDI Local Chapters booth in the expo hall. If you are a member, we would love to see you and if you are not a member, you can take advantage of an exclusive membership discount only available to conference attendees.
Happy Mother’s Day and Memorial Day to all who embody the spirit of care, courage, and dedication!
Bytes and Banter - Latest Episodes Released!
 
🎙️ Episode 34 – Kwik Trip | Built to Last: Creating a Sustainable Knowledge Culture (SSW Session 403)
In this SSW spotlight, the team from Kwik Trip shares how they transformed knowledge from a “nice to have” into a critical foundation for service consistency across more than 900 locations. From training IT teams to create meaningful content to embedding knowledge into daily workflows, this episode offers a transparent look at what it takes to build—and sustain—a strong knowledge culture. You’ll hear practical strategies for keeping knowledge relevant, driving accountability, and improving both employee and customer experience.
🎙️ Episode 35 – Vanderbilt University | Optimizing IT with AI Chatbots & Agent-Assist (SSW Session 802)
Featuring Rachel Kurilko and Kathleen Armour Spitzer from Vanderbilt University, this episode explores how AI is being integrated into the IT Service Desk. From chatbots to agent-assist tools, the team shares what’s working, what they’ve learned, and how they’re balancing automation with the human side of support. It’s a practical, behind-the-scenes look at scaling support in a fast-paced university environment.
Together, these episodes capture the spirit of SSW—learning, innovation, and community—while delivering actionable insights you can apply right away.
🎧 Tune in on Apple Podcasts, Spotify, YouTube, or your favorite platform.
Explore past episodes and subscribe at https://www.hdilocalchapters.org/cpages/bytesandbanter
Follow #BytesAndBanter for conversations that connect people, purpose, and tech.
IT Security and Cyber Defense Forum
The IT Service & Cyber Defense Forum is a focused, two-track conference designed for professionals who are responsible for delivering reliable technology services and protecting the organizations they support.
In today’s environment, IT operations and cybersecurity are no longer separate functions—they are interconnected disciplines that must work together to ensure resilience, trust, and continuity. This forum brings those worlds together in a practical, engaging format.
What to Expect:
- Two dedicated tracks tailored to your role and interests:
- IT & ITSM Track: Explore service management best practices, operational efficiency, customer experience, and modern support strategies.
- Cyber Defense Track: Gain insight into threat detection, incident response, risk management, and building a security-first culture.
- Four dynamic speakers who bring real-world experience, actionable insights, and engaging delivery—focused on what actually works in today’s environments.
- Actionable takeaways you can bring back to your team immediately—whether improving service delivery, strengthening security posture, or aligning both.
- Meaningful networking opportunities with peers across IT, service management, and cybersecurity disciplines.
Date: May 8, 2026
Time: 3:00 PM - 8:00 PM PT
Location: Bellevue City Hall
Cost: Free!
Register Here!
Join the HDI Virtual Community for an engaging discussion focused on interview questions and practical, real‑world advice for IT Support professionals. Whether you’re preparing for your next role, hiring for your team, or simply want to learn from others’ experiences, this session is designed to be interactive and informative. The conversation will be facilitated by the HDI Virtual Community team and guided by shared experiences, best practices, and open discussion.
Date: May 12, 2026
Time: 12:00 PM - 1:00 PM CT
Location: Virtual!
Cost: Free!
Register Here!
HDI Philly Networking Event
Join the HDI Philly Chapter on May 13 at Temple University for an interactive networking event with fellow IT professionals. Connect, collaborate, and explore ways to elevate IT’s impact on the business while building stronger teams.
2 speakers will present on these topics:
- Patrick von Schlag, President, Deep Creek Center, Inc., presenting on "This Is Not Your Father’s ITIL: How ITIL 5 Can Transform Digital Business and Enable AI".
- Paul Gargiulo, West Chester University, Director of EdTech and User Services, presenting on "Chasing Zero: How WCU Optimized ITSM to Maximize Team Performance".
Lunch is sponsored by Sycamore.
Date: May 13, 2026
Time: 12:00 PM - 3:00 PM ET
Location: Temple University TECH Center (Bell Building) - Room 306
Cost: Members/Non-Members: Free!, Non-sponsoring vendors: $150
Register Here!
AI on Tap: An HDI WCNY Social Event
A laid‑back evening to exchange ideas about AI while enjoying drinks, pool, art, and conversation. No presentations - just people, perspectives, and networking.
If you're interested in attending, please make sure to register so we can plan ahead for the number of attendees. There will be 2 free pool tables available and a cash bar.
Date: May 18, 2026
Time: 5:00 PM - 7:30 PM ET
Location: 610 Monroe Ave, Rochester, NY 14607
Cost: Free!
Register Here!
Executive Leadership Day
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.
Date: May 21, 2026
Time: 9:00 AM - 3:00 PM CT
Location: 10 S. Riverside Plaza, Chicago, IL 60606
Cost: Free!
Register Here!
From Strategy to Autonomy: How Agentic AI is Redefining IT and Business Transformation
We’re kicking off summer with a happy hour networking event on Thursday, May 21—and pairing it with a great speaker. 🎉
Join us at Blend.co from 5:30–7:00 PM in our private room. Enjoy Happy Hour with a couple of drinks, thanks to our generous sponsor, AHEAD. 🍻
🎤 Featured Talk: From Strategy to Autonomy: How Agentic AI is Redefining IT and Business Transformation
Speaker: Ethan Rasa, AI Director at AHEAD
Ethan brings 15+ years of experience across advanced technology and enterprise AI. He previously served as a VP at Rescale (an HPC platform backed by Microsoft, OpenAI, and NVIDIA) and now partners with organizations to design and execute end-to-end AI strategies.
In this session, Ethan will break down how agentic AI is moving from buzzword to business driver—helping IT and business leaders unlock real, measurable outcomes through automation and modern ITSM practices. 🤖
Date: May 21, 2026
Time: 5:30 AM - 7:00 PM MT
Location: Blend.Co 2246 Larimer St, Denver, CO 80205
Cost: Free!
Register Here!
Are You there? It's Me, Your User!
An In-Person Breakfast Briefing Presented by:
Caitlin Price, Associate Support Analyst, Giant Eagle, Inc.
This interactive session will provide an in-depth exploration of the strategic use of personas. Attendees will collaborate in small groups to develop realistic personas and examine how these tools can enhance empathy, facilitate effective communication, and inform service design.
About our Presenter: Caitlin Price, Associate Support Analyst at Giant Eagle:
I love to tell stories.
Whether it’s through a 5,000-word feature, a social media post or a colorful graphic, it is my passion to share information and tell the stories that need to be told.
I am a creative self-starter who thrives on communication and soaking in new culture. In this day and age, it is important to be able to tell a story not only accurately but also in different styles and through different media. As a writing and communications professional, I strive to tell stories to audiences in the most effective ways possible every day.
Date: May 29, 2026
Time: 9:30 AM - 11:30 AM ET
Location:700 Cranberry Woods Dr, Cranberry Twp, PA 16066
Cost: Members: Free! Non-Members: $20
Register Here!
Updates from HDI...Check out these great industry happenings!
HDI and ICMI Idea Exchange: Support as a Strategic Function
Support teams play a critical role in shaping both customer and business outcomes, but that value isn’t always fully recognized. This session will explore how service leaders and teams can position support as a more strategic function.
In this session, we’ll explore:
- The evolving role of support within the business
- How teams are building stronger partnerships across the organization
- Perspectives on shifting from reactive to more proactive approaches
We’ll close with 30 minutes of small group breakout discussions to exchange ideas, share experiences, and learn from others across the community.
Date: May 15, 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 - 2 New Courses!
In today’s day and age of quick fixes and instant gratification, an emphasis on quality has never been greater. That’s why HDI is bringing two BRAND NEW courses to IT service and support professionals.
#1: Mastering Quality Assurance for IT Support and Service Teams: Struggling with QA programs that miss the mark on customer experience and operational goals? This course transforms QA from a compliance tool into a strategic driver of measurable outcomes.
Learn to design impactful quality forms, deliver actionable coaching, and align QA with business objectives—all while enhancing customer trust and team performance.
Book the August 4th class on or before June 9 to save $100!
#2: Coaching for Quality and Capability in the Support Center: Struggling with inconsistent coaching and stagnant scores? This course empowers leaders with a proven framework to transform QA insights into meaningful behavior changes.
Discover how to pinpoint skill gaps, address process issues, and deliver feedback that drives measurable results. In today’s remote-first world, effective coaching is essential.
Book the August 5th class by June 10 to save $100!
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!
Visit us at Service & Support World next week!
Headed to Vegas for Service and Support World? Stop by the Robert Half booth (#407) to say hello, show off your mini golf skills and win some fun prizes. Our team will be there to chat about how you can grow your career, build strong and resilient teams, tackle the ongoing talent shortage, and keep your skills aligned with today’s ever-evolving service models.
Not planning to attend the event? No problem! We’re here to help and would be glad to offer personalized talent solutions. Connect with us today.
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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