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Communications Teresa Pelley (Admin) posted an eventYour knowledge base should not be a digital graveyard. In this session, we’ll challenge the myth tha see moreIn 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.
Learning objectives
1. Uncover the myths you've been sold about knowledge management and why it’s costing you.
2. Apply MVP KM principles to help you exponentially increase team productivity and customer satisfaction.
3. Learn how to create a knowledge operation and that drives a culture of knowledge sharing and continuous improvement.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.
Drawing on his background as a daily newspaper reporter and his tenure leading global knowledge programs at Google, Apple, and IBM, Martin now partners with CX and IT contact center clients across a wide range of industries—including technology, renewable energy, publishing and higher education—to transform their knowledge into a strategic asset.
Specializing in the intersection of KM and AI, Martin focuses on building human-centered foundations that ensure AI tools deliver meaningful solutions. He is a champion of a People First approach to knowledge, helping organizations evolve from reactive service models to proactive, "just-in-time" learning environments.
A proud University of Texas graduate and a 40-year resident of Austin and world traveler. Outside of his consulting work, he enjoys living in Central Texas with his wife and family, including two dogs and four bass guitars. -
Communications Teresa Pelley (Admin) posted an articleHDI SupportWorld: Rethinking Metrics, Leadership, and the Role of Self-Service in IT Experience see more
HDI SupportWorld: Rethinking Metrics, Leadership, and the Role of Self-Service in IT Experience
This week’s HDI SupportWorld newsletter challenges conventional thinking across service management—urging leaders to rethink how they measure success, lead transformation, and deliver support.
In the lead article, Doug Tedder highlights a critical blind spot in traditional metrics: CSAT scores don’t tell the full story. With low response rates, organizations are only hearing from a small percentage of users—often missing the voices of those who are dissatisfied. Tedder argues that focusing on dissatisfaction can uncover deeper insights into friction points, providing a clearer path to improving the overall IT experience.
Leadership also comes under scrutiny in Rocky McGuire’s piece on transformation. He warns that treating change like a sprint instead of a marathon can undermine progress. Leaders who prioritize speed over support risk disengaging their teams. Successful transformation, he argues, requires empathy, patience, and a commitment to ensuring people feel equipped and supported throughout the journey.
On the operational side, Michael Hanson reframes the conversation around self-service. While often criticized, self-service fails not because of the concept, but because of poor execution. When done well—with clear, accessible, and relevant content—it can significantly reduce contact volume and improve efficiency. Even small steps, like building a simple FAQ from common issues, can make a meaningful impact.
Finally, Erica Marois shares leadership insights from Michelle Major-Goldsmith, who challenges the assumption that best practices are universally applicable. Instead of blaming execution when outcomes fall short, leaders should examine the conditions under which those practices originally succeeded.
Together, this issue reinforces a powerful message: true service improvement comes from deeper listening, intentional leadership, and thoughtful execution—not just metrics or process.
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LaShonda Hinds posted an eventJoin HDI Capital Area for a Free Virtual Event see more
This Is Not Your Father's ITIL:
How ITIL 5 Can Transform Digital Business and Enable AI
About the Program
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.
By the end of the session, we would have learned how to:
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Organize centered on value streams and workflows, not just practices and organizations
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Use the ITIL transformation model to help drive alignment in the use and value of AI
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Assess gaps in your organization’s approaches and identify specific areas of improvement.
Presented by: Patrick von Schlag
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.
Agenda
1:00 PM to 1:05 PM – Networking
1:05 PM to 1:15 PM - Introduction
1:15 PM to 2:15 PM – Program
2:15 PM to 2:30 PM – Closing Remarks, Survey, Prize Drawing
2:30 PM – Event EndsDate/Time
April 24, 2026 | 1:00 - 2:30 PM ET
Membership
Interested in becoming an HDI member, click here.
Click to learn about "What's the ROI on an HDI membership?"Sponsors
Platinum Sponsor: The MIL Corporation
Gold Sponsor: Splashtop
Web Sponsor: ASPG
Sponsor HDI Capital AreaHDI Capital Area Local Chapter provides a unique opportunity for our sponsors. We hold several meetings per year both virtual and in-person in the DC Metro area. Our members and attendees are over 90% managers and above. This means the decision makers are in the room with you. Sponsoring our chapter will provide your company or organization exposure to federal, state, and local government agencies, healthcare, higher education, large IT systems integrators, commercial companies, schools, and small businesses.
You will have the opportunity to network and dine with the decision makers at every meeting. In addition, your company will reach our members and attendees through advertising on our newsletters and meeting announcements. The opportunities are endless. For more information, click here or email sponsorship@hdicapitalarea.com.
Learn. Grow. Achieve
Learn. Grow. Achieve encompasses what HDI’s Capital Area Local Chapter stands for – Creating unique opportunities for members and sponsors to learn from experts in the industry and one another, which results in an improvement of skills to unlock the power to reach new professional heights.
The HDI Capital Area Local Chapter offers you the opportunity to network with a dynamic community of technical customer service and support and IT service management industry leaders in the Maryland, Northern Virginia and Washington, DC area.
We come together to educate, network, learn, and form lifelong relationships. We welcome you to visit our website at https://www.hdicapitalarea.com/ or if you have questions, contact president@hdicapitalarea.com.
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Tony Garcia posted an eventCourageous Cloud Leadership: Building Trust and Agility in a Secure World see more
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.
Thursday April 16, 2026
9:00 AM – 3:00 PM CT
Downtown Chicago
10 S. Riverside Plaza, Chicago, IL 60606
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
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Document
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Communications Teresa Pelley (Admin) posted an eventReal-world AI in support—shared by practitioners, shaped through conversation. see more
AI in Action: Real Stories from Support Operations
Date: April 16, 2026
Time: 4:00 – 6:00 PM
Location: Fenwick, 801 California St., Mountain ViewOur 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.
Discussion topics may include:
- Using Microsoft Copilot and other AI tools in support workflows
- Training teams and driving adoption
- Balancing automation with human expertise
- Exploring low-code and open AI solutions
What to Expect
This is a highly interactive, in-person event designed for conversation—not presentations.
You’ll have the opportunity to:
- Join small-group discussions with experienced practitioners
- Learn what’s working (and what’s not) across different organizations
- Build connections with others navigating similar challenges
What to Bring
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.
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President Central Florida posted an eventHealth First's Nancy Robinson: “I.T. Service & Support Lessons Learned from Our Epic Deployment" see more
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.
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Communications Teresa Pelley (Admin) posted an articleEpisode 33: Humanising Service Management: Co-Creating Value in the Age of AI with David Barrow see more
Artificial Intelligence is transforming the way organizations operate, but technology progress does not automatically mean progress for everyone.
In the latest episode of Bytes and Banter, host Rocky McGuire sits down with David Barrow, ITIL 4 Master and Ambassador, to explore how organizations can approach AI with a more human-centered mindset.
David shares insights on:
- Co-creating value in organizations
- The importance of knowledge management
- How leaders can address the socio-economic impacts of emerging technology
- Why intentional leadership and allyship matter more than ever
This episode challenges technology leaders to think beyond efficiency and consider how innovation can serve people and communities.
🎧 Watch the full episode: https://youtu.be/vc8NkNLFtvU
Listen, Watch, and Join the Conversation
▶️ Watch this episode on YouTube
Catch the full video here of Episode 33: Humanising Service Management: Co-Creating Value in the Age of AI
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Communications Teresa Pelley (Admin) posted an articleHDI SupportWorld: Experimentation, Trust, and Human-Centered Skills in the Future of ITSM see more
HDI SupportWorld: Experimentation, Trust, and Human-Centered Skills in the Future of ITSM
This week’s HDI SupportWorld newsletter explores how service management continues to evolve through experimentation, trust-building, and a renewed focus on human-centered skills.
In the lead article, Christopher Chagnon introduces the concept of “VibeTSM,” inspired by the developer trend of “vibe coding.” The idea applies a rapid iterative loop—Describe, Generate, Validate, and Refine—to IT service management artifacts such as SOPs, process maps, and escalation paths. Rather than waiting for perfect documentation, teams can generate working drafts faster, enabling stakeholders to collaborate and refine ideas more effectively.
Next, Rina Brahmbhatt reminds readers that service excellence is ultimately about trust, not tickets. Through a simple story about a thoughtful barista at her favorite coffee shop, she illustrates how proactive communication and genuine care during mistakes build stronger relationships than flawless processes alone.
The newsletter also highlights an upcoming HDI & ICMI Idea Exchange led by Linda Lenox, focused on human-centered skills in a digital world. As automation and AI handle more routine tasks, empathy, communication, and emotional intelligence will become even more critical for service professionals.
Finally, the issue includes reminders of upcoming industry events, including the Idea Exchange webinar on March 20, an ITIL® 4 Foundation training course in April, and the HDI Service & Support World conference in Las Vegas this May.
Together, these stories emphasize that while technology continues to accelerate service delivery, experimentation, trust, and empathy remain the foundations of exceptional support.
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Communications Teresa Pelley (Admin) posted an articleHDI SupportWorld: Rethinking Entry-Level Roles, Cultivating Curiosity, and Building Stronger Service see more
HDI SupportWorld: Rethinking Entry-Level Roles, Cultivating Curiosity, and Building Stronger Service Desk Teams
This week’s HDI SupportWorld newsletter focuses on the evolving expectations of service desk teams and the leadership mindset needed to support them.
In the feature article, Doug Tedder explains why the term “entry-level” no longer reflects the reality of modern service desk roles. As AI takes over routine troubleshooting tasks, the issues that reach human analysts are increasingly complex. Tedder argues that organizations must rethink hiring strategies—prioritizing attitude, adaptability, and learning potential while building clear skill paths rather than rigid career ladders.
Next, Susan Smith challenges teams to adopt what she calls “Curiosity-as-a-Service.” While fast ticket closure may keep dashboards looking healthy, it doesn’t prevent recurring issues. Smith encourages organizations to make curiosity a discipline by embedding root-cause thinking into everyday support interactions, enabling analysts to solve problems at their source rather than repeatedly treating symptoms.
Finally, Linda Lenox explores what truly makes a world-class service desk. Contrary to the belief that support roles are temporary stepping stones, she argues that great service desks are built intentionally through a mix of early-career talent and experienced professionals. The best analysts share key qualities: technical problem-solving ability, empathy for customers, adaptability to change, and a strong commitment to delivering meaningful support.
Together, these articles reinforce a central message: the future of service desks depends not just on tools and processes, but on cultivating the right mindset, curiosity, and team structure.
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Communications Teresa Pelley (Admin) posted an articleNewsletter - March 2026 see more
Welcome to HDI Local Chapters monthly newsletter! Highlighting events and activities around the US. Does this email not look right? Try viewing this email in a browser. President's Message...
with Laurie Lukken
March is synonymous with renewal, growth, and fresh starts—a perfect time to “March forth” and take bold action toward your goals. As the winter fades and the promise of spring emerges, we’re reminded that every day brings another opportunity to embrace change, refresh our intentions, and celebrate the progress we’ve made. Even if your New Year’s resolutions have strayed, now is the moment to evaluate your goals, acknowledge your achievements, and adjust your strategies for success. Step out of your comfort zone and move forward with confidence, knowing that growth often happens when we challenge ourselves. March also marks the birthday of Dr. Seuss and let him be a reminder that creativity, imagination, and courage can lead to wonderful new adventures and accomplishments.
If you’ve experienced a harsh winter, let March be a beacon of hope for brighter days ahead. Look for more daylight, sunshine, and the bloom of flowers as nature rejuvenates itself. This is your invitation to leave behind the realities that weighed you down and to spend time with your HDI Local Chapter community to welcome a season of optimism and possibility. Whether you’re renewing resolutions or setting new ones, your journey forward can be as vibrant and fulfilling as the spring that’s just around the corner. March forth, celebrate your wins, attend one of the scheduled HDI events and let this month be your catalyst for positive change!
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.
AI Versus Automation: Building an AI Ready Service Desk Without Breaking Your Processes
By Rick Mims
Mims is a 30+ year veteran of the servicedesk management, ITSM, consulting, and operations industry. Ric has held various positions throughout his career, from team lead to help desk manager to ITSM consultant. He’s also served in many capacities for HDI, including as a member of the HDI Faculty, a frequent speaker at HDI conferences, and a former local chapter president.
Agenda:
1:00 PM - 1:09 PM EST: Welcome, HDI News
& Introductions
1:09 PM – 1:49 PM EST: Ric Mims presents:
AI vs. Automation:
Building an "AI-Ready"
Service Desk Without
Breaking Your Processes!
1:49 PM – 1:59 PM EST: Questions & Answers
1:59 PM – 2:00 PM EST: Wrap Up & SurveyDate: March 5, 2026
Time: 1:00 PM - 2:00 PM ET
Location: Virtual! Details sent on registration
Cost: Free!
March AI Meetup: Tell Your Story - How to Message AI to Divided Minds
Featuring Laura Nespoli, this session will focus on how to communicate about AI in a way that builds trust, reduces resistance, and meets people where they are—especially when viewpoints are mixed.
Date: March 6, 2026
Time: 10:00 PM - 11:00 AM ET
Location: Virtual! Details sent on registration
Cost: Free!
Beyond Resolutions: Build a World Class Team with Intention
"World-class" support isn't achieved through vague New Year’s resolutions, but through disciplined execution and intentional leadership.
You may have come across Linda's recent HDI article where she covered this and wished you could get deeper into it. Here's your opportunity! Join us for our March virtual community event.
Using the ITIL Continual Improvement Model, Linda will discuss how a circular framework for sustainable growth can move your team forward. She'll be explaining how following the below actions gets you headed towards excellence.
- Defining the Vision: Move past buzzwords to describe exactly how customers should experience support.
- Establishing a Baseline: Use honest data (metrics and morale) to see where the team actually stands.
- Setting Incremental Targets: Use small, measurable steps to build momentum and avoid burnout.
- Creating an Actionable Plan: Prevent the team from simply reacting to the "loudest issue of the day."
- Executing & Sustaining progress: Maintain progress through consistent leadership feedback and by turning today's improvements into tomorrow's standard.
About our Speaker:
Linda Lenox is a seasoned IT leader with over 25 years of experience in IT operations, service management, and business transformation. She is the Director of Program Delivery at Hall’s Culligan Water and also runs Ingleby Lenox LLC, specializing in Service Desk and ITSM consulting. Previously, Linda was the Vice President of Technical Operations at CURO Financial Technologies, leading a 24/7 multi-tiered Service Desk and ITSM initiatives. Her leadership has been recognized with multiple industry awards, including Computerworld’s Premier 100 IT Leaders. She holds an MS in Telecommunications Management and numerous industry certifications, including ITIL 4 Master, PMP, SRE Practitioner, and multiple HDI certifications, such as Certified Support Center Director, Knowledge-Centered Service, and Certified Trainer. An active speaker at industry conferences, Linda is passionate about coaching, mentoring, and volunteering with Junior Achievement USA.
Date: March 10, 2026
Time: 12:00 PM - 1:00 PM CT
Location: Virtual! Details sent on registration
Cost: Members: Free!
Help Desk and Service Desk Conference
Event Details
Join Seattle HDI, sponsored by EasyVista and Apex Systems for an engaging Help Desk & Service Desk Operations Conference designed to elevate your support organization through practical, hands-on training and real-world insights. This interactive session will be focused on modern help desk/service management strategies, automation, AI-driven workflows, and proven techniques to boost efficiency, reduce ticket backlogs, and improve customer satisfaction.
Whether you’re a frontline technician, service manager, or IT leader, you’ll walk away with actionable tools and best practices you can implement immediately.
Speakers and Agenda will be shared soon!
Date: March 12, 2026
Time: 3:00 PM - 5:00 PM PT
Location: Bellevue - Bellevue Square
Cost: Free!
Live Breakfast Briefing: Sharpen Your Presentation Power
This session helps support professionals develop confidence, clarity, and charisma when presenting. Participants will gain strategies to organize messages, engage audiences, and deliver strong presentations—useful for sharing ideas at events or conferences.
Tom Wilk, Wilk Consulting Group, is dedicated to helping leaders lead with clarity, confidence, and compassion.
Leadership isn’t innate—it’s intentional. It’s a skill built through practice, reflection, and resilience. Over the past decade, Tom has dedicated his career to guiding individuals through the often messy, always meaningful journey of becoming effective leaders.
As a keynote speaker, mentor, and coach, Tom specializes in helping new and aspiring leaders transition into leadership roles with clarity and confidence, implement performance management strategies that actually drive results, and build the “reps” of leadership—the daily habits that turn managers into transformational leaders
Tom's approach blends evidence-based frameworks with the raw, real stories of his own leadership path. He believes that vulnerability is a strength, and sharing our lessons learned is the most powerful way to inspire growth in others.Date: March 13, 2026
Time: 9:30 AM - 11:30 AM ET
Location: Giant Eagle Corporate HQ, 700 Cranberry Woods Dr, Cranberry Twp, PA 16066
Cost: Members: Free! Non-Members: $20
Elevate Your Career 2026 Event
🚀 Elevate Your Career
** Required Registration Needed to Enter
Ready to take your next step — or find your next great hire?
Elevate Your Career is where ambition meets opportunity. This dynamic career fair brings together motivated job seekers and forward-thinking employers for a powerful day of networking, learning, and career advancement. Whether you're launching your career, pivoting into tech, advancing in cybersecurity, or searching for top talent, this event is designed to create meaningful connections that move careers forward.
Hosted at City University of Seattle and proudly sponsored by Seattle HDI, ISSA Puget Sound, City University, and MeeBoo, this event connects industry leaders, hiring managers, and emerging professionals across technology, cybersecurity, service management, and business operations.
🔹 For Job Seekers:
- Meet hiring managers face-to-face
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Discover career pathways in tech and cybersecurity
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Build your professional network
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Learn what employers are looking for right now
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Walk away with real opportunities
Date: March 28, 2026
Time: 10:00 AM - 2:00 PM PT
Location: Provided on registration
Cost: Free!
Motown Social Event - Shield's Restaurant Bar Pizzeria
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!Date: March 19, 2026
Time: 5:00 PM - 7:00 PM ET
Location: 25101 Telegraph Rd, Southfield, MI 48034
Cost: Free!
Tech vs. Touch: Navigating the IT Service Conundrum
About the Program
In an era of rapid digital transformation, IT service management (ITSM) faces a critical balancing act: leveraging cutting-edge automation and AI while maintaining the human touch that drives customer satisfaction and employee engagement. This session explores the challenges and opportunities of integrating technology with personalized service, offering actionable strategies to harmonize efficiency with empathy.
Through real-world interactive discussions, and expert insights, attendees will examine how organizations can avoid the pitfalls of over-automation while still harnessing the power of AI, self-service, and predictive analytics.By the end of the session, we will have gained knowledge of:
- A step by step framework for evaluating business process candidates for automation
- Real-world examples of organizations successfully navigating the tech-touch divide.
- Practical tools to assess and optimize your own service management strategy.
- Insights into fostering a culture that embraces innovation while valuing human connection.
Ric Mims is an ITSM Expert with 30 years of experience in IT service management, digital transformation, and customer experience optimization. A recognized HDI 2025 Thought Leader in balancing technology with human-centric service, Ric has helped organizations worldwide enhance efficiency without losing the "human touch." Ric currently serves as vCIO for SimpleITSM, a Managed Service Provider and Consultancy.
Date: March 27, 2026
Time: 1:00 PM - 2:30 PM ET
Location: Virtual - details sent on registration
Cost: Free!
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: Human Centered Skills for a Digital World
As technology continues to reshape the way we work, human skills like empathy, communication, and adaptability are more important than ever. This Idea Exchange invites you to explore how to balance the rise of automation and AI with the uniquely human strengths that drive connection and customer experience. Together, we’ll identify strategies for building and sustaining these skills in a rapidly changing world.
About our Speaker...Linda Lenox is a seasoned IT leader with over 25 years of experience in IT operations, service management, and business transformation. She is the Director of Program Delivery at Hall’s Culligan Water and also runs Ingleby Lenox LLC, specializing in Service Desk and ITSM consulting. Previously, Linda was the Vice President of Technical Operations at CURO Financial Technologies, leading a 24/7 multi-tiered Service Desk and ITSM initiatives. Her leadership has been recognized with multiple industry awards, including Computerworld’s Premier 100 IT Leaders. She holds an MS in Telecommunications Management and numerous industry certifications, including ITIL 4 Master, PMP, SRE Practitioner, and multiple HDI certifications, such as Certified Support Center Director, Knowledge-Centered Service, and Certified Trainer.
Date: Friday, March 20, 2026
Time: 11:30-12:30 PM ET
Cost: Free!
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!
Training Spotlight - Foundations in Service and Support Metrics
Managing a support organization’s performance is more complicated now than ever before. The diversity of channels, technologies, and service offerings leaves behind a mess of data that can overwhelm even the most experienced of leaders. Achieving success today means having the ability to find and act on the metrics that truly matter most.
This course equips service and support leaders with the insights and resources they need to effectively define, measure, and achieve results. Participants will learn how to categorize key performance areas, establish leading indicators, accurately analyze results, and clearly articulate the support organization’s business impact.
Next class: March 24-26 (Virtual, Instructor Led)
More information here!
Is Your Support Center Due For a Checkup?
It’ll be thorough, but nothing too invasive, we promise.
HDI's IT Support Operations HealthCheck is designed to provide your organization with a quick analysis of your organization's operational effectiveness. Key foundational areas are reviewed and compared to best practices, and recommendations are made based on your organizational goals. An HDI HealthCheck can be conducted live onsite, or through an easy and convenient virtual format!
The HealthCheck process starts with organizations submitting documentation and samples of practices, processes, procedures in place in their current environment. HDI Consultants will review the documentation before arriving onsite (or conducting interviews through virtual web conferencing) where they will conduct observation, interviews, and additional analysis. The last part of the process is creating the HealthCheck summary report.
When your HealthCheck is complete, you’ll receive a comprehensive summary report of observations along with recommendations for improvement.
Contact your regional account manager to schedule your HealthCheck appointment today!
HDI Local Chapters is proud to recognize Robert Half for its long-standing partnership and continued support.
For more than 20 years, Robert Half has worked closely with HDI and is actively involved with chapters nationwide.
As the world’s first and largest specialized talent solutions firm, Robert Half is proud to support HDI members and chapters by offering:
Hiring support
With talent solutions professionals in all major markets, Robert Half provides personalized guidance for organizations looking to hire top tech talent.
Career development support
Helping professionals grow their careers, Robert Half provides access to top job opportunities and resources to build skills and succeed in today’s job market.
Tech-focused insights on the Robert Half blog:
- Building Tech Teams for the Future of Work: Lessons from 2025
- How Contract IT Jobs Can Boost Your Tech Career
- It Pays to Know: Landing Your Dream Job or Dream Hire in 2026
Connect with your local Robert Half talent solutions professional to learn more.
What Lies Ahead for Tech Hiring in 2026?
IT and service leaders are under pressure to strengthen security, integrate AI and keep operations running smoothly, all while navigating ongoing skills gaps. Robert Half’s 2026 Demand for Skilled Talent report breaks down the roles and capabilities organizations are prioritizing, from cybersecurity and AI/ML to DevOps and data analytics. With competition for skilled professionals increasing, many teams are blending permanent hiring, contract talent and upskilling to stay ahead. Read the report to discover the trends, workforce challenges and practical strategies shaping tech and support teams in 2026.
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!
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About HDI Local
We are a not for profit company that partners with HDI for the success of HDI, HDI Local Chapters, and the IT and Enterprise Service Management and Technical Support communities. Today, we have chapters in over 50 cities across the U.S. and Canada, and are the premiere technical service and support association in the world. HDC is a a 501(c)(6) corporation.
