President's Message...
With Laurie Lukken
As we begin to think about celebrating Thanksgiving, let us take a moment to reflect on the many blessings in our lives, the opportunities we have been given, and the people who make our journey meaningful. Thanksgiving reminds us that gratitude is not just about appreciating what we have, but also recognizing the value of the people around us and the strength we gain when we come together.
Being part of a community like HDI Local Chapters means understanding that we are stronger together than we are alone. Each of us brings unique experiences, talents, perspectives, and lessons that can inspire and encourage others. When we take the time to listen, share our knowledge, and learn from one another, we create an environment where everyone has the opportunity to grow and succeed.
I also want to take this time to introduce an exclusive benefit for HDI members launching in November; an e-learning library that is built exclusively to fuel your professional growth on your own terms. Please review the information below for a few more details on this member exclusive benefit.
This Thanksgiving, let us be thankful not only for what we have accomplished individually, but also for what we can achieve collectively. Let us continue to encourage one another, celebrate each other's successes, offer support during challenging times, and share the wisdom we gain along the way.
Wishing you all a wonderful Thanksgiving filled with gratitude, connection, growth, and hope for the future!
New HDI Local Chapter e-Learning Library Launching in November
Get ready to take your professional development to the next level! Launching this month, the new e-Learning Library is designed exclusively for HDI members and built with busy IT support and service management professionals in mind.
Learn on your schedule. Grow your skills. Stay ahead of the curve.
The e-Learning Library puts professional growth at your fingertips with high-impact micro-learning articles you can access on your own time. Whether you have a few minutes between tasks or want to dive into a new topic, you’ll find opportunities to expand your knowledge and sharpen your skills.
Here’s what you can look forward to:
- Five articles available at launch to jump-start your learning journey.
- Fresh content every quarter with a new article added to keep your knowledge current.
- Flexible, bite-sized learning that fits your busy schedule.
- Professional growth on your terms with relevant insights tailored to IT support and service management professionals.
Keep an eye on your inbox! We’ll be sending dedicated emails with more details about the available articles and instructions on how to access your new learning resource.
Not an HDI member yet? Now is a great time to join! Don’t miss out on this exciting benefit and other opportunities to connect, learn, and grow with the HDI community.
Visit the HDI Local Chapters Membership page to learn more and become a member today!
Bytes and Banter Update
November Bytes & Banter Episodes
This November, Bytes & Banter explores two sides of professional growth: navigating the complexities of cybersecurity and building the mindset that helps us take charge of our careers. From protecting access at a global brand to embracing attitude, effort, and accountability, these conversations offer practical insights for today's tech professionals and leaders.
🎙️ Episode 39 – Tony Garcia: Less Friction, Better Security: Using AI in Identity and Access Management
In recognition of October Cybersecurity Month, Tony Garcia, Sr. Manager of Cybersecurity Service Operations at McDonald’s, joins Rocky McGuire to explore the intersection of IT Service Management and cybersecurity, with a focus on Identity and Access Management. Building on Tony’s earlier conversation at Service & Support World, this episode looks at what it takes to support identity and access across an organization operating at enormous scale—and how service management principles help keep people, processes, and technology working together.
🔁 Previously on Bytes & Banter – Episode 32: Varun Sharma – The Lost Art of Growth: When You Lead Yourself, Everything Else Follows
We’re revisiting our conversation with Varun Sharma, who challenges the idea that career growth depends primarily on certifications and credentials. Varun makes the case for three often-overlooked ingredients: attitude, effort, and accountability. Drawing on his experience navigating a layoff, he shares how adopting a “Be Ready” mindset, setting incremental goals, learning from setbacks, and owning both failures and successes can shape a career. His message is relevant whether you’re starting out, navigating a career transition, or leading others: meaningful growth begins with how you think and what you do next.
🎧 Listen on Apple Podcasts, Spotify, YouTube, or your favorite podcast platform.
Explore all episodes at https://www.hdilocalchapters.org/cpages/bytesandbanter.
Follow #BytesAndBanter for conversations that connect people, purpose, and tech.
HDI-MN miniCON 2026
Join us for the best Service and Support event in Minnesota!
miniCON isn't so mini anymore!
- Technology Recycler and ITAD vendor onsite to take donations
- Recorded breakouts: you won't miss anything this time
- Happy Hour is back! Thank you to our sponsor Xurrent
- Added a roundtable for organized discussions of topics that matter to you!
We hope to see you there!
| 12:30 |
Arrive, networking and prize signup |
| 1:00 |
Welcome and Kickoff |
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1:15
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Breakout 1 - Jason Wischer - A Year in the Life of a Balanced Leader: Four Seasons to Lead with Purpose, Resilience, and Presence |
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Breakout 2 - Josh Freitas- Beyond the Chatbox: Building AI That Learns With You |
| 2:00 |
Break |
| 2:15 |
Breakout 1 - Doug Rabold - It’s Not Easy Being Green: When Metrics Are Green, But Users Only See Red |
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Breakout 2 - Joe Ness - Interview with a CIO: What you always wanted to ask your leaders, but never could.
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| 3:00 |
Break |
| 3:15 |
Roundtable - AI, job hunting and more! |
| 4:00 |
Closing, Sponsor giveaways and Thanks |
| 4:30 |
Happy Hour |
Date: November 4 7, 2026
Time: 12:30-4:30 PM CT
Location: Infinite Campus, 4321 109th Ave NE, Blaine, MN 55449
Cost: Members: Free! Non-Members: $50
Register Here!
Espresso Yourself: HDI Edition - Yinz Coffee
Join the HDI Steel City Chapter for a relaxed morning of networking and collaboration at Yinz Coffee in the Frick Building. Whether you're a service desk analyst, support leader, IT professional, or simply looking to connect with peers, this informal gathering is the perfect opportunity to step away from the daily grind and invest a little time in yourself.
Bring your laptop, grab your favorite coffee, and settle in for meaningful conversations with fellow technology professionals from across the Pittsburgh area.
What to Expect:
• Casual networking with local IT and support professionals
• Conversations around service management, support leadership, AI, and industry trends
• A welcoming space to share ideas, experiences, and challenges
• Flexible drop-in format. Stay for a quick coffee or the entire morning
There is no formal agenda, presentations, or pressure. Just great coffee and even better conversations.
Whether you're looking to grow your network, exchange ideas, or simply recharge with peers who understand the world of IT support, we hope you'll join us.
Date: November 6, 2026
Time: 9:00 PM - 12:00 PM ET
Location: 437 Grant St, Pittsburgh, PA 15219,
Cost: Free!
Register Here!
Revolutionizing the Customer Experience: Duquesne University's Journey from ITSM to ESM
Duquesne University will share its journey toward implementing a comprehensive enterprise service management solution and a universal service catalog that serves the entire university community.
They'll share the approach they took to people, process, and technology and explain how taking this approach led to successful campus-wide deployment.
Through thoughtful design, procurement, implementation, and promotion, resolution time has decreased, departmental silos have come down, customer satisfaction has increased, and more departments and stakeholders have come onboard.
Date: November 13, 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!
HFDI/NYC Metro Vendor Showcase
Join HDI NYC Metro for an evening of discovery and networking at our upcoming Vendor Showcase!
Meet 4–5 technology vendors, explore the solutions they’re offering, and bring your questions. Whether you’re looking for new tools or simply want to see what’s happening in the ITSM space, this is a chance to learn from vendors and connect with fellow ITSM professionals.
We’ll have food and drinks, with plenty of time to meet and network with like-minded peers.
Date: November 18, 2026
Time: 5:30 PM - 8:00 PM ET
Location: 54 W 21st St, New York, NY 10010
Cost: Members: Free! Non-Members: $25
Register Here!
Updates from HDI...Check out these great industry happenings!
HDI Service and Support World: A Virtual Experience
Join us December 9, 2026 for HDI Service & Support World: A Virtual Experience, a free, one-day event designed to help IT service and support professionals finish the year strong, and head into 2027 ready for what’s next.
This year, we’re Building the Next Era of IT Service & Support. Together with practitioners, industry experts, and thought leaders, we’ll explore what’s working now, what’s changing, and where the profession goes next.
At HDI Service & Support World: A Virtual Experience, you’ll:
- Lead Forward with fresh ideas for growing your influence, your people, and your career
- Work Smarter with practical approaches to AI, knowledge, and better ways of getting work done
- Shape What’s Next with insights into the trends, strategies, and innovations defining the future of IT service and support
- Get an exclusive look at findings from HDI’s 2026 State of the Industry research
- Hear from voices across the profession and walk away with ideas you can put to work in the year ahead
No travel. No complicated plans. Just one day to step away from the day-to-day, connect with the HDI community, and get inspired about what you can build next.
Sign up here!
We're back with another opportunity to learn, connect, and collaborate with peers from both communities. Registration is now open for every remaining Idea Exchange this year! These interactive discussions are designed to spark practical conversations, fresh ideas, and meaningful connections with people who understand the challenges you're tackling every day.
Friday November 20, 11:30-12:30 PM ET: Goal Setting for 2027
Before the calendar turns, take time to think strategically about the year ahead. We’ll discuss how successful leaders prioritize initiatives, align service goals with business objectives, and build roadmaps that create lasting impact. Bring your ideas, your questions, and your plans for 2027. Sign up here and get ready to start your new year off strong!
HDI Awards - Submit Your Nomination Today!
There's something powerful about celebrating success together—it energizes teams, strengthens our community, and reminds us why the work we do matters.
That's the spirit behind the 2027 HDI Global Service and Support Awards, and we're thrilled to announce that nominations are now open! This is your opportunity to shine a spotlight on the people and initiatives that make your organization exceptional, while inspiring our entire service and support community with stories of excellence.
Has your team transformed challenges into breakthrough solutions? Is there someone on your team whose dedication and innovation lifts everyone around them? Now is the time to celebrate their achievements and share their success story with a community that truly understands the impact of great service and support.
Join us in honoring the talent, creativity, and resilience that define our industry. Submit your nomination today and be part of a celebration that recognizes what we can accomplish together!
Last call! Deadline is November 4th!
Submit Nominations Here!
HDI Forums are Coming Back!
When HDI Forums went away, many of you had...feelings. We get it, and we love that you cared enough to let us know.
Good news: we heard you loud and clear, and we're taking action! HDI Industry Forums are officially coming back in 2027 in new more accessible format.
If you've been looking for a way to compare notes, solve problems, and build relationships with people who understand your industry (because they're in it, too!), then swipe for 5 reasons to get on the early interest list.👇
Space is limited, so sign up here to be the first to know when registration opens:
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!
November Learning Spotlight
Your HDI Insider Deal is Here!
Ready to invest in your team’s skills before the year ends? We have a little secret to share.
For a limited time, book an eligible HDI training course and get 50% off a second course with our BOGO50 Insider Sale!
Here’s the catch: this exclusive offer is available only when you book through the HDI Sales Team, and both courses must be completed by December 31, 2026.
Your secret code: BOGO50
🎓 Upcoming Courses to Explore
Check out the training course calendar and choose any two training courses through the end of the year.
Ready to Unlock Your Savings?
Contact the HDI Sales Team to book your training and mention code BOGO50.
Claim Your Deal!
What’s Driving Tech Salaries in 2027?
Not all tech skills are valued equally. As organizations invest in AI, data, cybersecurity and cloud modernization, professionals with specialized expertise are commanding greater attention and, in many cases, higher pay. The 2027 Robert Half Salary Guide shows 92% of technology leaders are offering higher salaries for relevant AI skills, while 65% are offering salaries above their planned ranges to secure talent. Read this article to discover the roles and skills influencing technology compensation in 2027.
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 2026 National Sponsors
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