-
Greg Golding posted an eventHDI NYC Community Round Table Event | Let's Discuss! see moreJoin our upcoming HDI New York City Metro Chapter community roundtable for an open, honest discussion on all things ITSM. We will be hosted by our sponsor, Robert Half at their beautiful Manhattan Office 101 Park Ave, 32nd floor, New York, NY 10178, USA
We’ll kick things off with a few curated questions and discussion topics, then let the conversation take shape naturally.What’s working? What’s challenging? What keeps you up at night? What wins are you proud of? From service desk operations to experience management and everything in between, this is a space to share ideas, compare notes, and learn from peers facing many of the same challenges.
**Food & Drinks to be servedCome ready to participate, connect, and hear real stories from fellow IT leaders and practitioners. We want to hear from you!!
-
-
Communications Teresa Pelley (Admin) posted an articleHDI Local Chapters Newsletter for May! see more
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!
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!
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
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!
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!
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!
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
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!
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 - 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!
GET SOCIAL WITH US!
Copyright © 2023 HDI Local Chapters - HDC Inc., All rights reserved.
This email was sent by:
HDI Local Chapters - HDC Inc.
#446 - 1440 W. Taylor Street
Chicago, IL, USA, 60607You have received this email because you are a member or existing contact of HDI Local Chapters - HDC Inc., a membership organization powered by SilkStart. update notification preferences unsubscribe from this list
- Two dedicated tracks tailored to your role and interests:
-
-
Donald Chew posted an eventRacing Back to the Basics of Customer Service and to the Future of AI see more
Join HDI Minnesota for our 2026 Summer Event at Canterbury Park in Shakopee—an afternoon that blends learning, conversation, and fun.
We’ll kick things off with two engaging sessions: Roger Fuhrman will take us back to the fundamentals with insights on the enduring value of customer service, followed by an interactive roundtable discussion on the future of AI in Service & Support, led by Matt Beran.
The event begins in the Triple Crown Suite, where you can enjoy provided snacks and beverages while connecting with peers. After the sessions, you’ll have the option to continue the experience with a social and networking outing at the live horse races. A dedicated Racing Ambassador will be on hand to guide you through placing a bet—if you’d like to participate—before we head to one of the Loffler Finish Line Cabanas. There, you’ll enjoy shaded seating and a prime view right over the finish line, putting you in the center of the action. Food and beverages will be available for purchase in the cabana area.
Agenda:
1:00pm - 1:30pm: Welcome
1:30pm - 2:30pm: Session 1: Roger Fuhrman: The Value of Customer Service
2:30pm - 2:45pm: Break
2:45pm - 3:45pm: Session 2: AI in Service & Support: Roundtable Discussion
3:45pm - 4:00pm: Meeting Wrap-up4:00pm - 4:30pm: Transition to racing with Racing Ambassador
5:00pm: Join us for racing (optional)REGISTER BELOW TODAY!!!
-
-
Communications Teresa Pelley (Admin) posted an articleHDI SupportWorld: Retention, Resourcefulness, and Rethinking Career Growth in IT Support see more
HDI SupportWorld: Retention, Resourcefulness, and Rethinking Career Growth in IT Support
This week’s HDI SupportWorld newsletter centers on a pressing challenge for service and support leaders: how to retain talent, maximize existing resources, and create meaningful career growth.
In the lead article, Michael Hanson addresses the high turnover rates in service desk environments—often ranging from 30% to 45%. The financial and operational impact is significant, with replacement costs reaching up to 150% of an employee’s salary. Hanson argues that one of the most underutilized retention strategies is also one of the simplest: a clear and believable career path. When agents can see a future for themselves, they are more likely to stay, grow, and contribute at a higher level.
Next, Rachel Mulry challenges the assumption that better insights require better tools. In her article, she explains how organizations can make customer feedback actionable without purchasing new software. By leveraging existing data and applying thoughtful AI prompts, teams can extract meaningful insights and drive improvements—even within tight budget constraints.
The newsletter also highlights an upcoming HDI & ICMI Idea Exchange focused on career pathing in service and support, led by Shmuel Saklad. This interactive session will explore how professionals can navigate growth, redefine success, and connect with peers through small group discussions.
Together, these articles reinforce a clear message: investing in people and making the most of what you already have are two of the most powerful levers for improving service organizations.
-
-
Ryan Hathaway posted an eventAgentic AI is reshaping IT. Hear from an industry expert — and grab a free drink while you're at it! see more
Hey HDI Rocky Mountain community,
We have an exciting update for our Thursday, May 21 event! We are welcoming a new speaker to the lineup and she brings an incredible depth of real-world experience in exactly the topics we care about most. 🎉
Join us at Blend.co from 5:30 to 7:00 PM for happy hour courtesy of our generous sponsor AHEAD, great conversation, and a talk on agentic AI that is grounded in actual delivery experience. 🤖🍻
🎤 Featured Talk: From Strategy to Autonomy: How Agentic AI is Redefining IT and Business Transformation
Speaker: Mara Southard, Intelligent Operations Solutions Manager at AHEAD
Mara is an enterprise transformation leader with nearly two decades of experience helping organizations reimagine how they deliver services, from Navy Medicine's global operations center to some of the world's largest enterprises. At AHEAD, she shapes the go-to-market strategy for Intelligent Operations and works alongside partners like ServiceNow to bring AI-enabled capabilities to market in ways that are practical, governed, and built to scale.
Mara recently created AHEAD's Autonomous Service Operations solution, which she piloted directly with AHEAD's own Managed Services team before bringing it to clients. She also authored AHEAD's whitepaper Reimagining IT Operations with Agentic AI. Her background includes years leading ServiceNow professional services at CDW, where her practice helped earn multiple validated endorsements and partner of the year awards. 🤖
If you work in ITSM, IT ops, or are trying to figure out where agentic AI fits in your org, this is the conversation you have been waiting for.
📅 Date: Wednesday, May 21
🕠 Time: 5:30 to 7:00 PM
📍 Location: Blend. co (Private Room)
💸 Cost: Free, sponsored by AHEAD
-
Communications Teresa Pelley (Admin) posted an articleHDI SupportWorld: Service Excellence, Authentic Leadership, and Building Sustainable Culture see more
HDI SupportWorld: Service Excellence, Authentic Leadership, and Building Sustainable Culture
This week’s HDI SupportWorld newsletter brings together powerful lessons on performance, leadership authenticity, and the importance of building lasting service cultures.
In the lead article, Dawn C. Simmons (Khan) draws inspiration from her son’s record-breaking athletic journey to illustrate the “five rings of service excellence”: people, process, technology, data, and culture. Just like elite athletes train with discipline and intention, high-performing service organizations must invest holistically in these five areas to deliver consistent excellence.
Next, Declan Hamilton explores the hidden cost of inauthentic leadership. Many organizations struggle with a gap between what they promise and what they deliver, leaving frontline agents to manage the fallout. The result is increased stress, disengagement, and inefficient workarounds. Hamilton encourages leaders to close this gap by aligning messaging, expectations, and reality.
The conversation then shifts to culture, with insights from a recent Bytes and Banter podcast featuring Kwik Trip. Highlighted by Erica Marois, the discussion emphasizes the transition from traditional knowledge management to a true knowledge culture—where sharing, learning, and continuous improvement are embedded into everyday work.
Finally, the newsletter promotes an upcoming HDI & ICMI Idea Exchange hosted by Sarah Caminiti, focused on positioning support as a strategic function. The session will explore how IT support teams can strengthen cross-functional partnerships and move beyond reactive service delivery.
Together, this issue reinforces a central theme: service excellence is not accidental—it’s built through intentional leadership, authentic culture, and a commitment to continuous improvement.
-
-
Brad Burr posted an eventCasual AI conversations with IT peers - drinks, pool, art, and networking. No slides, just talk. see more
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.
-
-
Communications Teresa Pelley (Admin) posted an articleBuilding a knowledge culture takes intention. See how Kwik Trip does it in SSW Session 403. see more
Building a sustainable knowledge culture doesn’t happen overnight—but it can transform how teams work, learn, and support each other.
In the latest episode of Bytes and Banter, host Rocky McGuire sits down with the team from Kwik Trip to spotlight their upcoming session at HDI Service & Support World and explore what it really takes to make knowledge part of everyday operations.
Supporting everything from retail stores to corporate and production environments, Kwik Trip’s IT organization has built a knowledge approach that goes beyond documentation—embedding it into workflows, training, and team culture.
The team shares insights on:
- Creating a knowledge culture that supports both employees and customers
- Starting small and building momentum with existing resources
- Training teams to create clear, audience-focused knowledge
- Turning knowledge into a long-term driver of efficiency and consistency
- This episode highlights how knowledge evolves from a one-time effort into a continuous, organization-wide capability that drives better outcomes across the business.
🎧 Watch the full episode:
Listen, Watch, and Join the Conversation
▶️ Watch this episode on YouTube
Catch the full video here of Episode 34: SSW Spotlight: Kwik Trip | Built to Last: Creating a Sustainable Knowledge Culture
-
- See more items...
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.
