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July Newsletter | HDI Local Chapters...Tons of networking (and educational) events this month!

July Newsletter | HDI Local Chapters...Tons of networking (and educational) events this month!


President's Message...

with Liz Bunger

A few months ago, I shared that I had been laid off and how supportive my HDI network has been. I’m very happy to say I have just started a new role, and I found it through HDI. 

I attended SupportWorld Live at the end of April and had a great conversation with someone with an open role that fit what I was looking for and I had the experience they were looking for. It was a casual conversation at the HDI Local Chapter booth that started the process. After all the resumes I sent out, it was one conversation at a networking event started me on the path to employment. 

This is the power of HDI and HDI Local Chapters! HDI holds two great conferences every year and your local chapters hold multiple events each year. So many opportunities to make connections. I hope you’ll take advantage of these opportunities and join us at an upcoming event in your local area or in our virtual community soon!

Bytes and Banter - New Episode Released!

With digitization, cloud migration and a flood of AI-related tools emerging onto the scene, many businesses are trying to eliminate their tech debt. In addition, the tech skills gaps are widening. This complicates an already complex array of ever-evolving business priorities for technology leaders — and threatens their teams’ ability to complete critical projects and meet long-term goals. Tune into an insightful discussion between Thomas Vick, senior regional director, from Robert Half and Rocky McGuire about potential impacts of these skills gaps, as well as strategies for overcoming them and building future-focused tech teams.

Get the e-book: Building Future-Forward Tech Teams

Subscribe to Bytes & Banter on Apple PodcastsSpotify, and YouTube to stay updated with our latest episodes, where we delve into diverse topics and hear inspiring stories from industry leaders.

HDI Local Chapters bring #TechnicalSupport professionals together to connect, share, discuss common challenges, and learn from industry innovators.


Enhance Your Organization with Knowledge-Centered Service (KCS®)!

Join us for an insightful presentation on Knowledge-Centered Service (KCS®), an innovative methodology designed to enhance knowledge management within organizations. We'll touch on the numerous benefits of implementing KCS, including improved customer satisfaction, increased efficiency, and enhanced employee engagement.

Our presentation will also highlight real-world lessons learned from organizations that have successfully adopted KCS. Through these case studies, you'll gain valuable insights into the challenges faced during implementation and how they were overcome.

To ensure your success with KCS, we'll provide a list of do's and don'ts. We'll also discuss common pitfalls and how to avoid them, helping you to steer clear of potential obstacles on your KCS journey.

Whether you're new to KCS or looking to optimize your current practices, this presentation offers valuable guidance to help you leverage the power of knowledge for your organization's success. Don't miss this opportunity to enhance your knowledge management strategy and drive sustainable performance improvements.


**Key Takeaways:**

- Exploring the benefits of KCS implementation

- Learning from real-world case studies and lessons learned

- Best practices and common pitfalls: The do's and don'ts of KCS

*KCS® is a service mark of the Consortium for Service InnovationTM.


Liz Bunger brings 17 years of experience in Knowledge-Centered Service (KCS) to this event. She has successfully implemented KCS in both large corporations and small enterprises, consistently improving customer service, employee engagement, and operational efficiency. 

Liz is passionate about sharing her knowledge and experience with others. Join us as she shares her experience to help your organization succeed in its KCS journey.


Date: July 9, 2024 

Time: 12:00-1:00 PM CT.             

Location: Virtual!

Cost: Free!

Register Here!

Generative AI First Friday Meetup!

We are thrilled to invite you to the Generative AI Monthly Meetup, to explore the latest trends, share insights, and connect with like-minded peers working with Generative AI tools and process. With so much changing so quickly we wanted to create a space where people in the region could connect and learn from each other as we are all in different phases of exploration, testing and adoption.

What to Expect:

  • Peer Networking: Connect with fellow professionals, exchange ideas, and discuss real-world challenges related to Generative AI. 
  • Learn: Learn about what is happening within the region and what other people are seeing and experiencing within their organizations.
  • Share: This is an opportunity for you to come and share what you and your team have been up to in the world of Generative AI, the good the bad and the ugly are all welcome.
  • Open to All: Whether you’re a member or not, everyone is welcome. Spread the word and invite your colleagues! We hope by creating a space for connecting and sharing, we will all be better off as we are all in different places on this generative AI journey.

📧 Have Topics or Questions related to Generative AI you would like to be included? Reach out to our VP of Programs, Quinn, at Your input shapes our agenda!

Date: July 12, August 2, 2024 

Time: 9:00 AM - 10:00 AM ET             

Location: Virtual!  Registration details sent upon registration.

Cost: Free!

Register Here!

Empowering the Next Generation of Tech Talent

HDI San Francisco Bay Area and TechSF is proud to host an exclusive event bringing together senior-level IT professionals and TechSF students from Dev/Mision, Five Keys, JVS, MEDA, OEWD, and others with the goal of expanding opportunities for the students to gain insights and access into the world of IT.

Event Highlights:

  • Networking Opportunities: Connect with TechSF IT Support Training alumni and help them build their networks.

  • Resume Review: Provide personalized feedback to TechSF IT Support Training alumni.

This event is a unique opportunity to help aspiring IT professionals to gain invaluable insights and support from our expertise. Don't miss your chance to help advance careers and create meaningful connections in the tech industry.

RSVP Today!

Date: July 18, 2024

Time: 5:00-7:30 PM PT             

Location: Google Community Space 188 The Embarcadero, Downtown San Francisco

Cost: Free!

Register Here!


Picnic in the Park!

HDI Minnesota is proud to host the MN HDI community for a picnic in the park. Take the afternoon and connect with other service and support professionals while enjoying a delicious picnic lunch! Who knows, you might be meeting your next colleague or mentor!

Date: July 24, 2024

Time: 11:00-2:00 PM CT.             

Location: Central Park Pavilion 1497 Central Parkway Eagan, MN 55121

Cost: Free!

Register Here!

AI and Automation...with Tony North


Event Details

11:30a - Meet and Greet

11:45a - Lunch

12:00p - Keynote Speaker Presentation / Tony North on AI and Automation

12:40p - Presentation Questions

12:50p - Break

1:00p - Meet Your New LA Chapter Board

1:15p - Raffle/Give-A-Way


Date: July 31, 2024

Time: 11:30-1:30 PM PT          

Location: TBD (by LAX airport)

Cost: Free!

Register Here!

Updates from HDI...Check out these great industry happenings!

Join Us This Year in Orlando!

November 17-21, 2024, Loews Sapphire Falls Resort, Orlando. FL

Do you believe a service management-focused culture can be a catalyst for transforming an organization?

If you’re nodding your head, there’s only one place you should be this November…

At Service Management World (SMW) in Orlando.

SMW is the definitive event for service management leaders - a conference and expo totally focused on helping you manage changing customer and business expectations, discover emerging resources and technologies, and stay ahead of evolving practices and frameworks.

Everything shaping the future of service management comes together in the most productive and valuable week of your year.

View the program here!

Register Here!

Grow your Industry Knowledge with Webinars from HDI!

HDI's content-rich, live webinars, presented by top industry experts and practitioners, cover industry best practices, emerging trends, and service leadership. These periodic webinars keep technical service and support professionals up to date on key issues and offer training on concepts critical to support organization effectiveness. Participate live on the day of the event or on-demand as your schedule permits.

Next webinar...Beyond IT: AI Powered Service Management for all Business Teams

   -- How AI-powered Enterprise and ITSM solutions can supercharge service delivery, increase ROI, and redirect agents to focus on what really matters

   -- How IT leaders can influence business team leaders like HR and other shared services

   -- How Freshworks blends AI and ESM to unify service delivery across key lines of business

With generative AI, you can integrate your IT infrastructure and investments for max efficiency by creating a unified service channel that intelligently supports, prioritizes, and anticipates business needs across the enterprise, from HR and Finance to Facilities and more.  

Date: July 16, 2024 at 1:00 PM ET

Click here for more information and to register.

Accelerate Your Career Journey with HDI Training Programs!


Unlock your potential and elevate your career with HDI training. Our courses are designed to equip you with the essential skills and knowledge needed to excel in the dynamic world of IT support and service management. Whether you're an aspiring professional or a seasoned expert, HDI offers comprehensive training programs that cater to your career goals and help you stay ahead in today's competitive landscape. Plus, earning a certification will validate your commitment to excellence. Take the next step towards success and view the full training schedule here

Sample Course: Artificial Intelligence in the Support Organization

Transform your organization’s service experience at all levels by improving your team’s knowledge surrounding artificial intelligence (AI) and automation!

In recent years, leading companies have created or accelerated their strategies to gain efficiency and effectiveness in their support organization using AI and automation. In this course, you will learn about the core concepts of AI and automation, how to align it with your support model and service level commitments, how to build a case for funding, how to design the right architecture, and how to deliver measurable results that transform your organization.

You will leave this workshop with a refreshed sense of what the support organization of tomorrow will look like, including best practices, real examples, and a structured plan for moving your strategies forward. Whether you have a mature roadmap or you’re just getting started, this course is for you.


Unlocking AI Success - A Strategic Aseessment for Support Centers

As support centers grapple with the complexities of AI adoption, a strategic framework becomes essential for assessing AI optimization and ensuring a successful implementation. Before introducing even more tech into your stack, understanding how to optimize your approach is key. Whether you’re just starting on your AI journey or need help overcoming roadblocks, HDI can be your partner in charting the most effective course.

When it comes to AI, change management can be a significant undertaking. Without proper planning, your initiatives may cost more, your resources may be wasted, and the result may become unusable. You must spend time examining your existing infrastructure, skillsets, data governance and success measures. Yes, this can sound daunting, but if you put in the work now, the execution and adoption will move more quickly and efficiently. 

So how should you approach preparing your company for generative AI Integration?  

As the support center industry’s leading thought leader for more than 35 years, HDI’s expert consultants will work with you to assess your organization’s AI approach and collaborate with you to evolve your strategy and execution plans. Our experts can even help you navigate the rapidly changing vendor landscape, guide you through the vendor selection process and support you through go-live and beyond. Our holistic, vendor-agnostic approach ensures that our clients select the right AI solutions using a people-first approach that prepares your operations and workforce for seamless integration. 

The first step is understanding where you are on the optimization scale. HDI is here to support your organization on its AI journey, so be sure to tap into our expertise. 

More information is here.

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!


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.

And now...a word from our sponsor... Splashtop!

Splashtop: The Best Remote Access for Service Desks

Splashtop is a leading provider of remote access and support solutions, offering a seamless blend of speed, simplicity, and security tailored for service desk environments. The hybrid work solution not only integrate effortlessly with your existing IT infrastructure and ticketing systems but enhances technician workflows through a centralized management console. It allows on-demand access to unattended computers and facilitates collaboration among technicians to swiftly resolve user issues. With robust security measures including strong authentication and comprehensive logging — backed by ISO certification — Splashtop can support your compliance needs. Choose Splashtop for a reliable, scalable, and user-friendly remote access and support experience.



Connect - Learn - Succeed for one low annual membership fee $149 per year.  Click here to join!

Student Memberships Available at a Discount.