Activity
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Communications Terri Oropeza (Admin) posted an articleWelcome to HDI Local Chapters monthly newsletter! Highlighting events and activities around the US. see more
President's Message...
with Laurie Lukken
You may be wondering, “Who is this person that is now President of HDI Local Chapters”. Here is a little about me: I have been in IT for 29 years with 20 years in a service and support role. I have worked at my current company, NFM, since 2002 and created the service desk 16 years ago. NFM has a flat organizational structure and the average tenure of staff is about 15 years. Due to the structure and unprecedented tenure of the management team, I “dead ended” my upward mobility several years ago. While I was considering my options on what I should do with my career, I received an email from my HDI local chapter about an open officer position. I have been a member of HDI for over a decade and always found the meetings as a great chance to bounce ideas off of like-minded people and learn different tricks of the trade so I was interested in the possibility of getting more involved. So, I did. I started out as part of the Nebraska chapter’s leadership council, then I became an officer and ultimately became the local chapter president. Then, I started getting involved in national committees where I became a national officer. Through attrition, I become a District President then a Regional Vice President and now here I am in front of you as President.
Being a part of HDI Local Chapters has helped reignite my passion for service and support, has helped me take my service desk to the next level and has given me a great sense of belonging. Through HDI, I am surrounded by people that think like me, have struggles like me and some that were just looking for that “something else”, just like me. Through this community, I have a peer group from all over the nation that celebrates my successes with me, picks me up when I am down and are the most fun group of people I have the pleasure of knowing. So, no matter where you are in your career, embrace the HDI Local Chapter community, get involved, stay engaged and you will quickly realize that you too will have a sense of belonging.
Bytes and Banter - Latest Episodes Released!
In the latest episodes of Bytes and Banter, we explore the future of tech and leadership. In Episode 9, Principal Analyst Daniel Thomas discusses the impact of generative AI on tech support, while in Episode 10, Tim Lawes shares his journey from selling Yellow Pages to leading in enterprise AI, highlighting the importance of empathy in sales. Don't miss these insightful conversations on AI, career growth, and the evolving tech landscape!
Watch the episodes here - https://www.youtube.com/@HDILocal/podcasts
Look for #BytesAndBanter on Apple Podcasts, Spotify and YouTube, or your favorite podcast player. Subscribe and stay updated with our latest episodes, where we delve into diverse topics and hear wonderful stories.
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 qakrs@rit.edu. Your input shapes our agenda!
This month's topic: What tools do you like and why? What are your best prompts, and how do you think through designing your prompts will be the main conversation questions, however, other sharing and conversation are welcome!
Date: November 1, 2024
Time: 9:00 AM - 10:00 AM ET
Location: Virtual! Registration details sent upon registration.
Cost: Free!
Networking Social - LIVE at Matty's Bar & Grille
Join us for a fun and casual social networking event at Matty's Bar and Grille!
This is the perfect chance to connect with fellow industry professionals, and you'll also get an exclusive sneak peek of the brand-new event center, the future home of our HDI Awards Banquet on December 12th.
Stop out at Matty's and take a tour of their brand new 1,900 square foot private event center!
You'll sample their Taste of Italy buffet, try their delicious crafted cocktails and ask their catering team any questions you might have about planning your next gathering.Don't miss out on great conversations, tasty bites, and a first look at the venue! See you there!
Date: November 6, 2024
Time: 5:30 PM - 8:00 PM CT
Location: 14460 W College Ave, New Berlin Wisconsin, 53151
Cost: Free!
If Nature Abhors a Vacuum, Why Does Customer Service (CX) Today Suck?
Greek philosopher and mathematician Aristotle in his Physics Book IV, Section 8, is credited with developing the hypothesis of plenism which has evolved into the modern English phrase, “Nature abhors a vacuum.”
The central concept is that every space must be filled with something – even if that something is imperceptible. This notion was later attacked by the atomists who posited that the universe is an aggregate composition of interdependent, indivisible particles.
But what does physics have to do with IT Service Management…
or Customer Experience for that matter?
Most of IT Service Management, from its introduction in the 1980s through to the early 2020s was very much an atomistic framework. Each IT process danced around the others while functioning in a relatively isolated fashion but within a certain set of normative rules that governed that area – the Service Level Agreements (SLA).
The problem is that end users and customers do not experience the customer journey within those process silos. The customer experience runs end-to-end, and the gaps that exist in the hand-offs between those silos are the vacuum which often drive customer experience failures.
But help is on the way in the form of Experience Level Agreements (XLA) which will serve as the plenist champions – filling the voids that exist between IT practices and helping ensure that the experience doesn’t suck!
Join multiple award-winning CX thought leader and influencer, Doug Rabold, for this introduction to XLAs and how they can help you avoid the CX suck effect.
Agenda
1:00–2:00 Presentation: If Nature Abhors a Vacuum, Why Does CX Today Suck?
2:00–2:30 Roundtable/Q&APresenter Biography
Doug Rabold
CXO & Principal Consultant, Bold Ray ConsultingDoug Rabold is a distinguished CXO and Principal Consultant at Bold Ray Consulting, renowned for his expertise in customer experience (CX) and IT service management (ITSM). With multiple accolades as an ITSM Thought Leader and CX Influencer, Doug has been recognized as a four-time LinkedIn Top Voice across various domains, including Customer Experience, IT Strategy, Leadership, and Public Speaking. As a certified and award-winning leader in service management, operations, project management, and relationship building, Doug is passionate about public speaking and developing talent. He is dedicated to driving continual improvement through strategic investments in training, development, and technological resources. His commitment to enhancing employee engagement and customer experience consistently elevates both internal and external business outcomes. A 10-time Top 25 Thought Leader and CX Influencer, Doug is also an international keynote speaker, author, and certified trainer. He specializes in delivering exceptional experiences through cultural transformation, empowering organizations to thrive in an ever-evolving landscape. Doug’s insights and dynamic presentations inspire audiences to embrace change and focus on meaningful engagement to achieve lasting success.
Date: November 8, 2024
Time: 1:00 PM - 2:30 PM ET
Location: Virtual! Registration details sent upon registration.
Cost: Free!
HDI Roadmap – Building Yourself One Brick at a Time...by Eddie Vidal
Attending my first HDI conference and becoming an HDI Local Chapter Officer started a journey that has taken me around the world meeting hundreds of dedicated engaged IT professionals. This journey has made me uncomfortable, scared, frightened, excited, happy and so many other feelings which are hard to describe. Learn how by saying YES, you can learn about sharing experiences, knowledge and relationships to grow your career and along the way learn how working Together We're Better."
Eddie Vidal focuses on Service Operations and Service Delivery. He is a sought-after international speaker in areas of leadership, IT Service delivery, metrics, service desk, call centers, dashboards, team building, organizational change management and continuous service improvement.
Date: November 12, 2024
Time: 12:00-1:00 PM CT
Location: Virtual. Details will be sent upon registration.
Cost: Free!
Minnesota HDI...MinneServiceMingle!
Save the date for this awesome social event hosted by HDI Minnesota! Meet local Service Professionals, build your network and enjoy some food and drink! Sponsored by Robert Half Talent Solutions.
Date: November 13, 2024
Time: 5:00-7:00 PM CT
Location: The Fair on Four, MOA: 402 E Broadway, Bloomington, MN 55425
Cost: Free!
TopGolf Orlando Networking
Come and register for HDI San Francisco Bay Area's Topgolf social event in Orlando while you're at Service Management World. Enjoy a night of fun and connections! Your registration includes golf, food, drinks and a great time with other IT Professionals.
What can you expect?
- Golf!
- Networking with other IT professionals
- Food
- Drinks
What will we discuss?:
- Whatever you want! This is a social event so come to golf, eat, drink and hang out!
Food/Drink:
- Food buffet provided by Topgolf
- Soda/Beer/Wine
Looking forward to seeing you there!
Date: November 18, 2024
Time: 5:00 PM - 8:00 PM ET
Location: Top Golf: 9295 Universal Blvd, Orlando, FL 32819
Cost: ALL local Chapter Members: FREE (Use promo code sfhdicomp), Non-members: $10
Updates from HDI...Check out these great industry happenings!
Join Us This Year in Orlando! See you soon!
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!
HDI Local Chapter Members save $400 off of the registration fee! That's more than twice the cost of a 1 year membership! If you're not an HDI member, first click here to join, then use your chapter-specific promo code found here to get the discount!
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.
Access the Archives here.
HDI Consulting...How can we help?
IT support organizations provide a truly invaluable service - always ready and willing to solve complex problems at a moment's notice. Don't you deserve the same treatment when you have a complex or difficult challenge of your own? At HDI, our ITSM and IT support consulting arm has been providing this industry with the highly-customized, expert guidance and support it deserves for over 35 years. With world-renowned expertise in all aspects of ITSM and customer support, we're your most trusted resource for optimizing support center operations.
Click here for more information.
HDI...Your One Stop Shop for IT Support Training
HDI's IT support certification training provides our customers with a consultative, application-based, interactive learning experience. Our goal is for our customers to be able to take what they learn and immediately apply it in their work environment. From the boardroom to the classroom, from executives to analysts – our industry-leading instructors and cutting-edge course content will improve your service management and IT support skills.
Browse through our robust course offerings, select one of our three training delivery methods, and get started today.
Save 10% on all online and live virtual training classes. Use code Career2024 to take advantage of this discount offer. Offer expires November 30, 2024.
Shape IT Support Trends for 2025: Become an HDI Featured Contributor!
HDI is seeking thought leaders like you to share your expertise with our community of IT service and support professionals. From exploring IT support trends for 2025 to offering timeless advice on critical challenges such as staff retention and key performance indicators, this is your opportunity to drive positive change!
As a Featured Contributor, you'll have the chance to:
Influence IT support trends for 2025: Your insights will guide industry decision-makers and foster innovation.
- Elevate your professional profile: Establish yourself as a recognized expert and gain visibility among a global audience.
- Engage with industry peers: Network with fellow IT support thought leaders and exchange best practices.
As a Featured Contributor, you'll receive:
- A featured profile on thinkhdi.com
- Exposure in the Support World newsletter and on our LinkedIn page
- A complimentary standard conference pass for an HDI event
- Exposure to our 50,000+ monthly readers
Apply to become an HDI Featured Contributor today! We're accepting applications until November 30, 2024. The 2025 contributor roster will be announced in early January.
Click here to apply!
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!
Be Salary Smart | The 2025 Salary Guide From Robert Half
Explore the new 2025 Salary Guide From Robert Half. It's packed with salary information on more than 80 technology roles, as well as the latest hiring, benefits and workplace trends.
Check out the guide to learn:
- What salary you could be earning based on your location and experience
- Competitive salary benchmarks to attract top talent
- Emerging trends in hiring, benefits, and workplace culture
Stay tuned for an upcoming Bytes and Banter Podcast episode featuring Nicole Sims from Robert Half on this topic!
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 HDI LOCAL CHAPTER SPONSORS
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Communications Terri Oropeza (Admin) posted an articleWelcome to HDI Local Chapters monthly newsletter! Highlighting events and activities around the US. see more
President's Message...
with Liz Bunger
Do you have a succession plan for your team? If you decide to take on another role, have you thought about who can step into your role? If you have direct reports, what are you going to do if they decide to leave? What does your knowledge transfer process look like? So often I've heard people say, no one else knows how to do what (insert name here) knew how to do. As a Knowledge Manager by trade, I'm of course passionate about getting that knowledge documented, but succession planning is another key piece. Whenever I start a new role, I'm looking for who can take it over if I decide to move on. I want someone else to be able to carry on with the progress and bring new ideas. If you look around you and can't figure out who could be ready, maybe it's time to think about what you can do to help someone be ready.
Luckily, HDI Local Chapters National Board regularly thinks about succession planning and has a pipeline to draw from as needed. We are putting some of those plans in place now. Doug Rabold has moved to the role of Past Chair of the board. I'd like to thank him on behalf of our organization for the guidance and direction he has provided over the last few years. Lucky for us he will remain involved. I have taken on the role of Chair. Laurie Lukken has moved to the President role. Kristi Lawrence joins the board as Regional Vice President. As such, this will be my last President's message and Laurie will share her wisdom with you going forward. I am very excited to see the continued growth of the HDI Local Chapters organization! To see a full list of the Board of Directors, click here.
HDI Awards! Now is the time!
Who wouldn't want some recognition for a job well done? Further down in this newsletter are hints and instructions on completing the application process to honor an individual on your team (or your entire team) for an HDI award. Winners will be recognized at Support World Live next year!
Bytes and Banter - Latest Episode Released!
This is the 8th episode that is available for viewing. Click here! While you're there, check out previous episodes too!
Your Career Toolkit: Job Search Strategies with Doug Bell from Robert Half
In this episode of Bytes and Banter, Doug Bell, a lead recruiter with over 8 years of experience, shares practical advice on improving your resume, growing your professional network, and working with recruiters.
With job market trends shifting—like the "Big Stay" movement—Doug offers insights on how to stay competitive, enhance your LinkedIn profile, and why working with a recruiter can be a game-changer.
Tune in for actionable tips to help you navigate today’s job market! 🎧
Listen now on Apple Podcasts, Spotify and YouTube
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 qakrs@rit.edu. Your input shapes our agenda!
This month's topic: What tools do you like and why? What are your best prompts, and how do you think through designing your prompts will be the main conversation questions, however, other sharing and conversation are welcome!
Date: October 4, 2024
Time: 9:00 AM - 10:00 AM ET
Location: Virtual! Registration details sent upon registration.
Cost: Free!
Fall Social!
Join us for an afternoon of networking, catching up, drinks and appetizers.
Thanks to our sponsors Nick Rubino of Akkodis and Patrick Johnston of firstPRO.
Date: October 16, 2024
Time: 4:00-6:00 PM ET
Location: Yard House - 160 N Gulph Rd Unit 4250, King of Prussia, PA 19406
Cost: Free (for practitioners and vendor event/chapter sponsors), Vendors ($150)
Q4 Social Event!
Date: October 17, 2024
Time: 5:00 PM - 6:30 PM CT
Location: Odd Muse Brewing Company
Empowering Leadership: WCNY Annual Leadership Conference
Please join us for our annual leadership conference. This year, we are focusing on Empowering Leadership to elevate and showcase your VALUE at every level!
We have an amazing lineup of panel representatives and keynote speakers who will leave you captivated and empowered. We will be focusing on networking, hiring, ethics, and of course, we are talking about AI!
Register today for yourself or purchase a table for your team! We cannot wait to see you there!
Date: October 18, 2024
Time: 8:30 AM - 4:30 PM ET
Location: 1175 John St, West Henrietta, NY 14586
Cost: Members and Students - $30, Non-Members: $50, Purchase a table of 8 for $300
Seattle Cybersecurity Summit
Order of Events:
1. Welcome by Seattle HDI Chapter President
2. Keynote: The Cyber Future, Boris Goncharov
3. Speakers
Alexander Salazar Jr, CISSP at Homeland Security
Loree Wijelath, CISO at King Country
Stephen Heard, CTO at King County
Brett Bies, CISSP/CCBSO/CISO/CIO at First Fed Bank
Mari Galloway, MSIS, CISSP, Author and Award Winning Cyber Ninja
Speaker
4. Networking
5. Chapter Gift Raffle
6. Happy Hour by TEKSystems
Date: October 18, 2024
Time: 3:00 PM - 6:00 PM PT
Location: Bellevue City Hall, 450 110th Ave NE, Bellevue, WA 98004. Also, Virtual! Details provided upon registration
Cost: Free!
Cybersecurity Spooktacular: Tricks, Treats and Cyber Careers
Join us for the "Cybersecurity Spooktacular: Tricks, Treats, and Cyber Careers" event, at Air Force One in Dublin, OH. This event is your chance to dive into the world of cybersecurity with insights from a diverse panel of experts, including both highly experienced professionals and those new to the field. You'll get to ask questions, gain valuable knowledge about starting a cybersecurity career, and network with fellow professionals. Lunch is provided, making this a perfect opportunity to learn and connect.
Attention Students! You can attend this event for free by using promo code: hdistudent24! However, if you want to attend all HDI Ohio events for free, look into our new Student Membership; its only $29! Great opportunity to get involved in a professional organization to set yourself up for success in your future career!
What can you expect?
- Great conversation about a career in Cybersecurity
- Networking with other IT professionals
- Lunch & Giveaways!
Date: October 29, 2024
Time: 12:00 - 3:00 PM ET
Location: Air Force One - 5800 Shier Rings Rd, Dublin, OH 43016
Cost: Members: Free, Non-Members: $15.00, Students free with above Promo Code
Annual Leadership Conference and Vendor Expo - Build, Reatain and Sustain a Culture of Excellence
Join us for a dynamic one-day conference dedicated to exploring how to build, retain, and sustain a culture of excellence within your organization. This event will feature keynote speakers, interactive workshops, and a panel discussion focused on best practices for developing high-performing teams, retaining top talent, and fostering a thriving work environment. Gain actionable insights into leadership strategies, employee engagement, and creating a culture that drives success and innovation. Perfect for leaders, managers, and service and support professionals looking to elevate their organizational culture and achieve lasting excellence.
We have an information-packed day lined up, featuring dynamic speakers and vendors to share information and tools to help you achieve success. This is also an opportunity to network with a dynamic group of service and support and IT service management industry leaders. This is your time to LEARN.GROW.ACHIEVE!
Happy Hour
For the first time ever, we have a Happy Hour sponsored by our vendor partner Splashtop immediately following the conference! We welcome you to join us for food, drinks, and networking with area professionals following the conference.
Date: October 25, 2024
Time: 9:00 - 3:30 PM ET
Location: Johns Hopkins Applied Physics Laboratory, Kossiakoff Center, 11100 Johns Hopkins Road, Laurel, MD 20723.
Cost: Members: Free, Non-Members: $25.00
Happy hour to follow from 4:00 - 6:00 PM at Lib's Grill - 8191 Maple Lawn Blvd., Fulton, MD 20759
Updates from HDI...Check out these great industry happenings!
HDI Awards!
2024 HDI Awards site is live! This is a great opportunity to recognize individuals on your team (or the whole team) with an HDI award for their hard work. The application process is quick and easy and the winners will be announced at SupportWorld Live!
To ensure your entry stands out, we've gathered seven essential tips to guide you through the process. Whether you're a first-time applicant or a seasoned pro, these strategies will help you create a submission that truly reflects your impact.
1. Allow Yourself Plenty of Time
We've streamlined the application process by reducing word counts and simplifying forms but take your time. Block off calendar time to tackle one question each week. Remember, slow and steady wins the race.
2. Carefully Read the Questions
Incomplete or off-topic answers are the main reasons entries lose points. This year, we've provided additional context for each question to help guide your responses. Be sure to read thoroughly before answering.
3. Utilize Tools Like Grammarly
While grammar isn't scored, a polished, error-free entry can make a strong impression. Use tools like Grammarly to proofread your work and present your best self.
4. Tell a Compelling Story
Don't just list your accomplishments—tell a story. Frame your answers to highlight your journey, the challenges you've overcome, and the successes you've achieved. A narrative approach can make your entry more engaging and memorable.
5. Focus on Impact
Emphasize the tangible outcomes of your efforts. How did your initiatives benefit your team, customers, or organization? Quantifiable results resonate strongly with judges.
6. Get Feedback
Before submitting, ask a trusted colleague or mentor to review your entry. A fresh perspective can help you spot areas for improvement and strengthen your submission.
7. Stay True to Yourself
Authenticity matters. Be honest and genuine in your responses. Authentic entries are not only more relatable but also more credible.
Now You're Ready to Submit!
Crafting a winning award entry is about more than just meeting the requirements; it's about telling your story in a way that resonates with the judges. By taking your time, focusing on impact, and staying true to yourself, you can create an entry that stands out and represents your achievements authentically and powerfully.
Ready to get started? Bookmark these important deadlines and review all the category criteria. Then, dive right in and show us what you've got!
We can't wait to read your entry.
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!
HDI Local Chapter Members save $400 off of the registration fee! That's more than twice the cost of a 1 year membership! If you're not an HDI member, first click here to join, then use your chapter-specific promo code found here to get the discount!
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.
Access the Archives here.
HDI Consulting...How can we help?
IT support organizations provide a truly invaluable service - always ready and willing to solve complex problems at a moment's notice. Don't you deserve the same treatment when you have a complex or difficult challenge of your own? At HDI, our ITSM and IT support consulting arm has been providing this industry with the highly-customized, expert guidance and support it deserves for over 35 years. With world-renowned expertise in all aspects of ITSM and customer support, we're your most trusted resource for optimizing support center operations.
Click here for more information.
HDI...Your One Stop Shop for IT Support Training
HDI's IT support certification training provides our customers with a consultative, application-based, interactive learning experience. Our goal is for our customers to be able to take what they learn and immediately apply it in their work environment. From the boardroom to the classroom, from executives to analysts – our industry-leading instructors and cutting-edge course content will improve your service management and IT support skills.
Browse through our robust course offerings, select one of our three training delivery methods, and get started 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!
THANK YOU TO OUR HDI LOCAL CHAPTER SPONSORS
-
Communications Terri Oropeza (Admin) posted an articleWelcome to HDI Local Chapters monthly newsletter! Highlighting events and activities around the US. see more
President's Message...
with Liz Bunger
Danielle Pierre put it so well, "Recognition is the heart's way of saying, 'I see you, and you matter.'" It's that time of year where HDI gives you the opportunity to tell your team you see them, and they matter. HDI Awards season is upon us. Do you have an analyst, technician, or manager on your team that is a rock star? Has your team undergone improvement initiatives or do you have a great culture? These are just some of the awards you can apply for through HDI. I hope you'll spend a few minutes this awards season to submit a nomination (or a few) and let your team know you appreciate their hard work. Make sure to check out the article further down in this newsletter for more details about each award and how to submit an excellent nomination.
State of the Tech Market: Crucial Skills, Top Hiring Trends and Key IT Priorities
Join the next HDI Virtual Community call to gain a competitive edge. Whether you’re aiming for career growth, considering a career move, or looking to upskill your team, this session is for you.
Robert Half will share insights on the most in-demand IT skills, the hiring climate for the rest of 2024, and key IT priorities. Discover how to address skill gaps and leverage upskilling effectively.
Additionally, hear from HDI on the 2024 State of Technical Support, a benchmark study examining the progress, perceptions, opportunities, and challenges shaping the industry. HDI surveyed over a hundred support professionals on a variety of issues and concerns — from recent workforce trends and hiring forecasts, to skills and training needs, as well as key support metrics, technology initiatives, and adherence to best practices.
Randi Weitzman is Executive Director of technology, marketing and legal talent solutions for permanent placements at Robert Half. In this role, she develops and oversees programs that enable the company’s permanent placement teams across North America to connect employers with highly skilled technology, marketing and legal professionals.
During her 23-year career with Robert Half, Weitzman has held various leadership positions, where she provided strategic talent solutions to companies and created and executed strategies to grow business and improve employee retention. Weitzman also has been on the board for HDI, an association for technical support professionals, since 2007. When she’s not busy with work, Weitzman enjoys spending time with her husband and two children, golfing or hitting the gym.
Daniel Thomas is Principal Analyst of Enterprise IT at Informa Tech, producing thought leadership content for the HDI and ICMI communities. He has more than a decade of experience researching and writing on the most critical topics of interest for the technology sector, including cybersecurity, AI, data analytics, risk and privacy, networking and digital security policies. He previously served as a Senior Analyst for CyberRisk Alliance and as the Director of Research for GovExec Media in Washington, D.C.
Date: September 10, 2024
Time: 12:00 PM - 1:00 PM CT
Location: Virtual! Registration details sent upon registration.
Cost: Free!
Sponsored by Robert Half Talent Solutions, a Diamond Level Sponsor for HDI Local Chapters.
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 qakrs@rit.edu. Your input shapes our agenda!
Date: September 6, 2024
Time: 9:00 AM - 10:00 AM ET
Location: Virtual! Registration details sent upon registration.
Cost: Free!
September 2024 Chapter Meeting
Date: September 11, 2024
Time: 12:00-3:00 PM ET
Location: TekSystems, 575 Swedesford Rd Suite 310, Wayne, PA 19087
Cost: Free (Non-Member Vendor Sponsor is $150)
Tee Up for Connections: HDI Social at TopGolf - Sponsored by Akkodis
Join us at Topgolf Cleveland on September 11th from 4:45-7 pm for an exciting networking event sponsored by Akkodis. Connect with fellow IT professionals in a relaxed atmosphere while enjoying a game of golf, delicious food, and refreshing drinks. It's the perfect opportunity to unwind, make new connections, and have a great time!
What can you expect?
- Golf!
- Networking with other IT professionals
- Food
- Drinks
Date: September 11, 2024
Time: 4:45 PM - 7:00 PM ET
Location: Topgolf Cleveland - 5820 Rockside Woods Blvd N, Independence, OH 44131
Cost: HDI Ohio Members - Free, Non-Members: $30
Transformation, Transparency and Accountability: A Case Study on Changing the Way We Deliver IT Services
This web conference event will feature Eddie Vidal, Director of the I.T. Service Management Office at Memorial Healthcare System. Eddie is a very accomplished industry thought leader and conference speaker, and he will present "Transformation, transparency, and accountability: A Case Study on Changing the Way We Deliver I.T. Services"!
Eddie Vidal focuses on Service Operations and Service Delivery. He is a sought-after international speaker in areas of leadership, IT Service delivery, metrics, service desk, call centers, dashboards, team building, organizational change management and continuous service improvement.
Date: September 12, 2024
Time: 12:30 PM - 1:30 PM ET
Location: Virtual! Details provided upon registration
Cost: Free!
Panel Discussion - Promotion Hacks: Insider Strategies Revealed
Are you looking for that promotion and are not sure what your leaders are looking for? Are you a leader and want to know what other leaders look for in their promotion candidates? Are you looking to network with like minded individuals?
Whatever your aspirations may be, we invite you to join us for an exciting and informative panel discussion "Promotion Hacks: Insider Strategies Revealed". This event will feature industry leaders sharing their insights and answering your questions about the keys to success in advancing your career. Don't miss out on this exclusive opportunity to gain insider knowledge and make valuable connections with like-minded professionals!!
Date: September 26, 2024
Time: 6:00 PM - 8:00 PM ET
Location: 5411 Skycenter Dr, Tampa, FL 33607, USA
Cost: Free!
Back to School Headshots with HDI!
Ready to welcome fall with a fun evening out? Join us on September 26th at Fairport Brewing for a casual social hour hosted by HDI - WCNY. It’s a low-key way to catch up, connect, and get that headshot you’ve been meaning to update.
Thanks to Dave Pope Media, you can snag a complimentary professional photo—perfect for refreshing your Zoom, LinkedIn, or Outlook profiles. No stress, just a good time with good people.
Come hang out, have a drink, and leave with a new headshot that shows you’re ready for whatever’s next. Looking forward to seeing you there!Date: September 26, 2024
Time: 5:00 AM - 7:00 PM ET
Location: Fairport Brewing, 1044 University Ave, Rochester, NY 14607
Cost: Free!
HDI Philly 2024 Golf Outing at Pickering Valley Country Club
Join us for the 2024 HDI Golf Outing at Pickering Valley Country Club:
https://golfpickeringvalley.com/
This year, the course is allowing us to have a shotgun start meaning that everyone will tee off at the same time (8am sharp). This is great as we'll all finish simultaneously and can network and give out prizes for the event winners.
Registration opens around 7:30am and the self-service driving range is open before 7am so if you want to get in a warmup, we encourage you to arrive early.
The price for practitioners and up to 2 participants from event/chapter sponsors is complimentary. Non-sponsor vendors and the 3rd participant or more from any vendor will pay per person.
We hope to see you there!
Date: September 27, 2024
Time: 7:30 AM - 1:00 PM ET
Location: 450 S Whitehorse Rd, Phoenixville, PA 19460,
Cost: Free subject to note above (Non-Member Vendor Sponsors are $150)
Updates from HDI...Check out these great industry happenings!
HDI Awards!
2024 HDI Awards site is live! This is a great opportunity to recognize individuals on your team (or the whole team) with an HDI award for their hard work. The application process is quick and easy and the winners will be announced at SupportWorld Live!
To ensure your entry stands out, we've gathered seven essential tips to guide you through the process. Whether you're a first-time applicant or a seasoned pro, these strategies will help you create a submission that truly reflects your impact.
1. Allow Yourself Plenty of Time
We've streamlined the application process by reducing word counts and simplifying forms but take your time. Block off calendar time to tackle one question each week. Remember, slow and steady wins the race.
2. Carefully Read the Questions
Incomplete or off-topic answers are the main reasons entries lose points. This year, we've provided additional context for each question to help guide your responses. Be sure to read thoroughly before answering.
3. Utilize Tools Like Grammarly
While grammar isn't scored, a polished, error-free entry can make a strong impression. Use tools like Grammarly to proofread your work and present your best self.
4. Tell a Compelling Story
Don't just list your accomplishments—tell a story. Frame your answers to highlight your journey, the challenges you've overcome, and the successes you've achieved. A narrative approach can make your entry more engaging and memorable.
5. Focus on Impact
Emphasize the tangible outcomes of your efforts. How did your initiatives benefit your team, customers, or organization? Quantifiable results resonate strongly with judges.
6. Get Feedback
Before submitting, ask a trusted colleague or mentor to review your entry. A fresh perspective can help you spot areas for improvement and strengthen your submission.
7. Stay True to Yourself
Authenticity matters. Be honest and genuine in your responses. Authentic entries are not only more relatable but also more credible.
Now You're Ready to Submit!
Crafting a winning award entry is about more than just meeting the requirements; it's about telling your story in a way that resonates with the judges. By taking your time, focusing on impact, and staying true to yourself, you can create an entry that stands out and represents your achievements authentically and powerfully.
Ready to get started? Bookmark these important deadlines and review all the category criteria. Then, dive right in and show us what you've got!
We can't wait to read your entry.
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!
HDI Local Chapter Members save $400 off of the registration fee! That's more than twice the cost of a 1 year membership! If you're not an HDI member, first click here to join, then use your chapter-specific promo code found here to get the discount!
Act quickly! Early Bird Rates expire on September 27!
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.
Access the Archives here.
Expand your Service Management and Technical Support Skills
HDI's IT support certification training provides our customers with a consultative, application-based, interactive learning experience. Our goal is for our customers to be able to take what they learn and immediately apply it in their work environment. From the boardroom to the classroom, from executives to analysts – our industry-leading instructors and cutting-edge course content will improve your service management and IT support skills.
Browse through our robust course offerings, select one of our three training delivery methods, and get started today.
Click here for more information.
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!
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 HDI LOCAL CHAPTER SPONSORS
-
Communications Terri Oropeza (Admin) posted an articleWelcome to HDI Local Chapters monthly newsletter! Highlighting events and activities around the US. see more
President's Message...
with Liz Bunger
Did you see that we have two chapters reopening? Back by popular demand, our Los Angeles and Chicago chapters are back up and running. The Los Angeles chapter held their first event on AI & Automation on July 31. Chicago will hold their first event virtually on August 7. You can find more information about each chapter and their events on their websites. Click here for Los Angeles. Click here for Chicago. If you aren't located in those cities, click here to find a local chapter near you. We hope to see you soon!
Bytes and Banter - Have you watched?
New episode! From Marine to Mentor: Building Resiliance with Tony North"
Tony North, a 26-year technology industry veteran, shares his incredible journey from being an adopted child to a Marine Corps veteran to a tech professional. Tony and host Rocky McGuire share personal stories of resilience and growth, shining a light on the power of mentorship. The discussion ranges from the evolution of tech teams to boosting customer experiences with self-help portals and automation, to tackling the challenges of remote work. This episode is packed with insights to help you dream big and lead your team to success. Don’t miss it!
Subscribe to Bytes & Banter on Apple Podcasts, Spotify, 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.
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 qakrs@rit.edu. Your input shapes our agenda!
Date: August 2, 2024
Time: 9:00 AM - 10:00 AM ET
Location: Virtual! Registration details sent upon registration.
Cost: Free!
Building Future Forward Tech Teams
Date: August 7, 2024
Time: 11:30-12:30 PM CT
Location: Virtual! Link will be sent on registration
Cost: Free!
Leading Through the Fire: Strategies for Leaders to Overcome Burnout and Reginite their Teams
Join Phil Gerbyshak for a 90-minute interactive program at the HDI Ohio event in Cincinnati on August 8th, 2024, designed to help IT leaders and their teams tackle burnout and build resilience. With engaging stories, practical strategies, and personalized action plans, Phil equips participants with the tools to stay strong and support each other through IT challenges.
What can you expect?
- Lunch!
- Networking with other IT professionals
- Engaging presentation from Phil Gerbyshak
Food/Drink:
- Lunch will be provided
- Water / Soda / Coffee
What will we discuss?:
Navigating the high-speed world of IT can sometimes feel like trying to drink coffee
brewed at the speed of light - it’s scalding, overwhelming, and can leave you feeling more
than a little frazzled. That’s where Phil Gerbyshak steps in with his 90-minute rollercoaster of an interactive speaking program, designed with IT leaders and their teams in mind.
Think of it as your GPS for steering clear of burnout boulevard and cruising down resilience road instead. Phil’s going to share stories, spark conversations, and dive into a treasure chest of strategies to help you spot burnout from a mile away, kick it to the curb, and build a team culture that’s all about bouncing back stronger.
Ready to roll up your sleeves and get to work?
You’ll walk away not just with a bunch of “Aha!” moments but with a toolkit that’s like the
Swiss Army knife for tackling burnout. We’re talking about quick fixes for those days when everything’s on fire, and deep-dive strategies for building a team that’s as resilient as a Nokia 3310. Phil’s got exercises that’ll flex your resilience muscles and action plans that are so personalized, they’ll fit your situation like a glove. And because no hero goes it alone, you’ll also learn how to rally your team so everyone’s got each other's backs.
So, what’s in the swag bag you’ll be taking home?
1) The secret sauce for spotting burnout before it hits;
2) Burnout busters that are so practical, you’ll start using them before you leave the room;
3) Long-term strategies that’ll make your team stronger and happier;
4) A custom action plan that’s all about you and your team;
5) And the cherry on top: forming your very own squad of burnout-busting allies for the
journey ahead. Let’s make burnout a thing of the past and build teams that thrive, no matter what the IT world throws our way!Date: August 8, 2024
Time: 12:00-2:30 PM ET
Location: Ameritas Cincinnati - 1880 Waycross Road. Cincinnati, OH 45240
Cost: HDI Ohio members - Free
Non-Members - $15Updates from HDI...Check out these great industry happenings!
Did you Take the Survey?
HDI is taking a deep dive into the state of service management in 2024. In this annual study, we take a close look at: staffing, skills, and salaries; processes and practices; technology, including AI; and service management strategies. Your input matters, and we want to hear from you! The survey takes about 10-15 minutes to complete.
As with all of our surveys, the information you provide won’t be linked to you or your organization. The results will be reported in aggregate and individual responses will remain confidential.
Thank you in advance for taking time out of your day to participate in this research. We look forward to sharing the results with the community at Service Management World this November in Orlando.
Hurry! Deadline to complete it is Saturday, 8/10.
The State of Technical Support in 2024...a Good Read!
In this summary article, HDI’s Principal Analyst, Daniel Thomas, shares critical insights from HDI’s State of Technical Support report. This annual benchmark study highlights the progress, perceptions, opportunities, and challenges shaping the industry. It covers everything from recent workforce trends and hiring forecasts to skills and training needs, to key support metrics, technology initiatives, and adherence to best practices.
One notable observation is that the tech support profession is not going away any time soon despite slower job growth. In addition – and not surprisingly - technical support teams have "big plans" to leverage generative AI (Artificial Intelligence) for which they are already laying the groundwork. Read on to gain access to essential highlights from HDI’s State of Technical Support.
Daniel Thomas is Principal Analyst of Enterprise IT at Informa Tech, producing thought leadership content for the HDI and ICMI communities. He has more than a decade of experience researching and writing on the most critical topics of interest for the technology sector, including cybersecurity, AI, data analytics, risk and privacy, networking and digital security policies. He previously served as a Senior Analyst for CyberRisk Alliance and as the Director of Research for GovExec Media in Washington, D.C
This article is shared from HDI Informa Support World newsletter
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!
HDI Local Chapter Members save $350 off of the registration fee! That's more than twice the cost of a 1 year membership! If you're not an HDI member, first click here to join, then use your chapter-specific promo code found here to get the discount!
Act quickly! Super Saver rates expire on August 2!
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.
Latest 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.
Click here to access the recording.
Move Your Team Forward...Together!
There is nothing quite like private group training to advance your team's skills and engagement. To start, it's flexible and adaptable. Choose training dates that accommodate you and your colleagues' schedules, and train your team how you prefer: in person or virtually via HDI's dynamic live training platform. Beyond the convenience, HDI's fully customizable private group training adds real value to your service center by focusing only on the areas of development and pain points relevant to your organization. Training is a proven technique for keeping teams engaged and motivated to do their best work.
Benefits:
- Total flexibility. Choose training dates that accommodate you and your colleagues' schedules.
- Real-life application. Focus on your organization’s key issues and pain points.
- Boost morale. Access our interactive virtual training platform that supports breakout rooms for team building exercises and learning application. Invest in group training as a proven technique for keeping teams engaged.
- Save money. Train your entire team at the same time – and with our volume discounts – to improve the bottom line.
Click here for more information.
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!
And now...a Word from our Sponsor...SymphonyAI!
SymphonyAI Apex offers an AI-powered IT and Enterprise Workflow platform that integrates IT Service Management (ITSM), Enterprise Service Management (ESM), Asset Management, Enterprise Copilot, and Service Automation into a single, easy-to-use suite. It delivers a scalable, AI-powered platform that provides quick time to value with low code/no code capabilities. Features include omnichannel experience, service automation, workflows, powerful reporting analytics capabilities, and 100s of integrations with third-party applications. The suite helps simplify work, increase productivity, and deliver a delightful user experience.
It is realistic for enterprises using SymphonyAI Enterprise IT to experience 60% automation of service requests, 50% faster resolution, and 30% savings on hardware and software costs using their Apex platform.
Enterprise IT is a business division of SymphonyAI, a leading AI SaaS provider delivering packaged enterprise AI solutions for a range of critical industry use cases. The top 200 financial institutions, the top 15 grocers, and the top 25 CPG companies are SymphonyAI customers. You can read more about SymphonyAI here.
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. Click here to join!
Student Memberships Available at a Discount.
GET SOCIAL WITH US!
THANK YOU TO OUR HDI LOCAL CHAPTER SPONSORS
-
Communications Terri Oropeza (Admin) posted an articleWelcome to HDI Local Chapters monthly newsletter! Highlighting events and activities around the US see more
President's Message... with Liz Bunger
Did you attend the conference? Not SupportWorld Live (I hope you attended that too), but miniCON2024 that our Minnesota local chapter hosted in mid-May. They had so many registrants they had to increase their capacity. Our friend Kirk Weisler was at both SWL and miniCon. They had different tracks for you to choose from based on what you were looking to learn that day. It truly was a mini version of what you see at SupportWorld Live and Service Management World. These are the kinds of events HDI Local Chapters host. They aren't all half or full day conferences. Many are an hour or two where you can learn about a hot topic and network with people in the industry. What a great way to continue to engage with this community. I hope you will join us at your next local chapter event!
Bytes and Banter - New Episodes Released!
In our recent episodes of Bytes & Banter, we dove into the inspiring journeys of two remarkable leaders, Kirk Weisler and Patrycja Sobera. Episode 3 features Kirk Weisler discussing his personal battle with imposter syndrome and the transformative power of embracing discomfort, highlighting the importance of stepping out of comfort zones for impactful leadership. Episode 4 showcases Patrycja Sobera, an award-winning tech leader, who shares her journey from growing up in communist Poland to becoming a Global Vice President, emphasizing the necessity of being comfortable with discomfort to foster growth and innovation. Both episodes offer valuable insights for leaders aiming to thrive in a rapidly evolving tech landscape. Tune in on Apple Podcasts, Spotify, and YouTube to hear their compelling stories.
Subscribe to Bytes & Banter on Apple Podcasts, Spotify, 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.
Join for a Seattle HDI Leaders Panel on Modern Service Mgmt, a Fireside chat with industry experts, and then golf with some amazing college players.
Date: June 2, 2024
Time: 3:00-10:00 PM PT.
Location: Top Golf 780 Logan Ave N, Renton, WA 98057
Cost: Free!
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 qakrs@rit.edu. Your input shapes our agenda!
Date: May 3, June 7, July 12, August 2, 2024
Time: 9:00 AM - 10:00 AM ET
Location: Virtual! Registration details sent upon registration.
Cost: Free!
Mastering the Art of Networking: Building Connections for Success
In today's competitive landscape, the ability to network effectively is a crucial skill for professional success. Join HDI WCNY for a dynamic session where we delve into the art of networking and explore strategies for building meaningful connections that drive career advancement and business growth. From cultivating rapport to leveraging digital platforms, attendees will gain practical insights into establishing and nurturing valuable professional relationships. We will walk you through interactive discussions and actionable tips, helping participants learn how to navigate networking with confidence. Whether you're a seasoned networker or just starting out, this session offers invaluable guidance for mastering the art of networking and unlocking doors to new possibilities in your personal and professional life.
Date: June 13, 2024
Time: 2:00-5:00 PM ET.
Location: Fairport Brewing. 1044 University Ave., Rochester, NY 14607
Cost: Members: Free, Non-Members: $15.00
This session aims to equip you with the insights and ideas necessary to elevate your service delivery to new heights and establish your organization as a beacon of exceptional customer care.
Our session will delve into innovative concepts and strategies tailored to meet the dynamic needs of modern customers. Whether you're a seasoned professional or new to the world of customer service, this meeting promises valuable takeaways for all.
Matt Beran – has over 20 years of experience in Service Management. He has served in multiple roles, including positions on the service desk, as a consultant, and experience designer. His clients included enterprises of many sizes and industries.
Known for challenging industry norms and practical approaches to Service Management, Matt is now a Sr. Product Marketing Specialist
at InvGate, a software company building better IT experiences.
He is also the host of Ticket Volume, a podcast powered by InvGate, where he discusses topics such as IT, ITSM, Asset Management, cybersecurity, governance, and career development, along with different guests. In addition, he is a highly-regarded speaker at conferences. His favorite topics introduce new ways of thinking about service experiences and improving team collaboration.
Date: June 11, 2024
Time: 12:00-1:00 PM CT.
Location: Virtual!
Cost: Free!
Join us at TopGolf Columbus for an exciting networking event, sponsored by TEK Systems. Connect with fellow IT professionals in a relaxed atmosphere while enjoying a game of golf, delicious food and refreshing drinks. It's the perfect opportunity to unwind, make new connections and have a great time!
Date: June 12, 2024
Time: 4:45-7:00 PM ET.
Location: TopGolf Columbus - 2000 Ikea Way, Columbus, OH 43240
Cost: Members: Free, Non-Members: $30
Register Here!
Annual Team Luncheon & Networking Cruise on the Potomac!
It is time for our Annual Team Building Event aboard the Spirit of Washington! Looking for a unique and memorable way to boost team morale, foster camaraderie, and celebrate your team's achievements? Join us for our Team Building Lunch Cruise! This innovative team-building activity combines the thrill of sailing on the open water with the joy of having a delicious meal and creating an unforgettable experience for your team.
Join us and bring your team to enjoy scenic views, a delicious buffet lunch, dancing with an interactive DJ, and networking opportunities with area IT professionals in a relaxed atmosphere that provides the perfect setting to mingle, network, and build stronger relationships outside of the office.
Don't miss this unique way to interact with area professionals on a private deck and view our beautiful city from the river! Seating is limited so REGISTER TODAY! Use the button below to purchase tickets for this event.
Agenda
11:00 AM Register/Pick up ticket outside of the Spirit of Washington Office
(Look for the Capital Area Officers wearing leis.)
11:15 Boarding Begins
12:00 Ship leaves the dock
12:00 to 2:00 Luncheon Cruise along the Potomac
2:00 Prize Drawing & Ship returns to dockWe would like to thank our sponsors for helping us produce this event! Our 2023 sponsors include the following: MILCorp, Splashtop, Invgate, and ASPG. If you are interested in becoming an HDI Capital Area sponsor, please contact sponsorship@hdicapitalarea.com.
Date: June 14, 2024
Time: 11:00-2:00 PM ET
Location: Spirit of Washington, Pier 4
Cost: Members: $65, Non-Members: $75.00
Hybrid Culture - Build, Retain and Sustain
KEYNOTE ON CULTURE WITH TONY NORTH - IN PERSON AND ONLINE
Join HDI San Francisco Bay area for a In-person/virtual event called “Culture: How to Build, Retain and Sustain” featuring our keynote speaker, Tony North.
This event will address the challenges of building, retaining, and sustaining a positive organizational culture. Organizations must prioritize aligning values with actions, fostering employee empowerment, and consistently reinforcing cultural norms through communication and adaptation.
This keynote promises to be a game-changer. Mark your calendars and join us as we unlock the secrets to building a thriving, supportive workplace culture.
There will be plenty of time to explore these ideas as a group after the keynote..
Looking forward to seeing you there!
Join us virtually or in person.
AGENDA
11:30 — Networking & Introductions (Lunch for in person attendees)
12:00 — Keynote Followed by Discussion
12:50 — Closing & Door PrizesDate: June 26, 2024
Time: 11:30-1:00 PM PT
Location: Splashtop: 10050 N Wolfe Rd sw2, Cupertino, CA 95014
Cost: Members and anyone attending virtually: free, Non-Members in person: $10.00
Take Me Out to the Ballgame - Brew City HDI's Annual Brewers Game and Tailgate!
Brew City HDI is thrilled to invite you to a fantastic baseball game and tailgate event that we are hosting on Friday, June 28th, 2023.
We have arranged for a group of 100 people to attend the game together, making it a great opportunity to bond with other fans and enjoy the game in a lively atmosphere. The tailgate party will start two hours before the game, and we'll have plenty of food and drinks to keep everyone satisfied.
Tickets are limited, and can be purchased below. We are excited to bring you this annual event back in 2024. Parking is on your own, and you will receive further instructions on the details of the tailgate event.
This is a family friendly event - kids are welcome to attend! Members and their guests qualify for the HDI Member rate.
Date: June 28, 2024
Time: 5:00-10:30 PM CT
Location: 1 Brewers Way, Milwaukee, WI 53214
Cost: Varies - click registration link for details.
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!
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.
Click here to access the archives.
Expand your Career Options with HDI Training!
Your one-stop-shop for IT Support Training
HDI's IT support certification training provides our customers with a consultative, application-based, interactive learning experience. Our goal is for our customers to be able to take what they learn and immediately apply it in their work environment. From the boardroom to the classroom, from executives to analysts – our industry-leading instructors and cutting-edge course content will improve your service management and IT support skills.
Browse through our robust course offerings, select one of our three training delivery methods, and get started today. Want to talk first with an HDI expert? Click 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.
Is your IT support operation due for a check-up?
It’ll be thorough, but nothing too invasive, we promise.
HDI's IT Support Operations Health Check 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!
HDI consultants perform the analysis of your organization’s site, evaluating your customer support center’s service strategy, goal alignment, service and support practices, support services culture, frameworks/methodologies, and service and support.
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!
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.
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.
JOIN HDI!
Connect - Learn - Succeed for one low annual membership fee $149 per year. Click here to join!
GET SOCIAL WITH US!
THANK YOU TO OUR HDI LOCAL CHAPTER SPONSORS
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Communications Terri Oropeza (Admin) posted an articleWelcome to HDI Local Chapters monthly newsletter! Highlighting events and activities around the US. see more
President's Message...
with Liz Bunger
On February 1st, I was laid off. The next day I posted on LinkedIn to let my network know I was open to work. Within 24 hours, multiple people had reposted my post, I received a DM connecting me to someone in my field I didn't previously know, I was connected with a recruiter, I received a phone call just to see if I was doing ok, someone shared great advice on how to create the job I want, I was sent links to job postings with an offer to submit a referral, and I received countless texts and messages lifting me up and telling me how great I am. This is just what happened from my HDI and HDI Local Chapters network. It doesn't include what I received from my other networks. I was more overwhelmed with the support I received than the fact that I was unemployed.
If you were laid off, would your networks do all that for you? Do you have a strong support system that will build you up when you need it most? If you don't, I encourage you to engage more with HDI Local Chapters. They didn't do all that just because I'm President of HDI Local Chapters. They did it because that is how this community works. I hope you'll take advantage of this tremendous benefit in being part of HDI Local Chapters and build your network with us.
HDI Chapter Health Recognition
Congratulations to our 2023 Premier Chapters!
- Central Florida
- Mid-Ohio
- Minnesota
Congratulations to our Rising Star chapters!
- Brew City
- Philly
- San Francisco
- Seattle
These chapters have what is takes to succeed...a dedicated board, solid programming and well run operations that provide great services to their members. Congratulations on the achievement!
AI Is Everywhere! So, how are you leveraging its power?
In this session, we will explore the pervasive influence of artificial intelligence (AI) across our various industries and discuss strategies to harness its potential for maximum benefit.
During this event, we will delve into the following key topics:
- Understanding the ubiquitous presence of AI in today’s world.
- Exploring real-world applications of AI within IT support across diverse sectors.
- Collaboration Tools
- Writing emails (or generating invites like this!)
- Automation at the Service Desk (password resets, virtual agents, etc).
- Learning how organizations are leveraging AI to drive innovation and efficiencies
- Discussing best practices for integrating AI technologies into existing workflows.
- How do we support it?
- How do we keep it secure?
- Addressing common challenges and misconceptions surrounding AI adoption.
With our diverse audience of attendees, there will be a wealth of knowledge and experience shared. We look forward to hearing insights, case studies, and practical tips to help you navigate the AI landscape and unlock its transformative potential.
Whether you’re an AI enthusiast, a business leader looking to enhance operations, or simply curious about the future of technology, this event promises to be both information and engaging.
Don’t miss the opportunity to join fellow members of the HDI Virtual Community as we explore the limitless possibilities of AI. Reserve your spot today!
When: March 12, 2024, 2024. 12:00-1:00 PM CT.
Where: Virtual! Details will be sent before the event.
Cost: Free!
Successful Adoption of IT Service Management (ITSM)
About the Program
Are you having challenges with getting value from your IT Service Management initiatives? What should an overall solution adoption program/project look like? It is a known fact that there is a high rate of project failures in organizations. Are you failing with your ITSM projects, or do you know that you are failing? Success is sometimes measured when projects are completed on time and within budget, but is this really a good measure of success? In this short session, we will discuss some of the key aspects of a solution adoption program in IT Service Management for value and success.
By the end of the session, we will have learned:
- How to improve ITSM programs and projects
- The value of using the ITIL 4 dimensions
- What a roadmap should look like for success
Presented by: Anthony Orr
Speaker bio:
For more than thirty years, Anthony Orr has worked in various lT strategy, managerial, consulting, executive advisory, marketing, and technical positions helping organizations in over 50 countries achieve their service management goals. He currently works at CDW as a ServiceN ow Innovation and Strategy Advisor responsible for all things ITSM. He has also worked as an IT industry investment advisor for corporations, investment firms, and non-profits. He is the VP of Special Events for Houston H DI. Anthony is an lT Thought leader, an author of the ITIL v3 2011 publications and the ITIL MALC exam book, as well as a Sr. Examiner for the Dev0ps, Kanban, Agile, Data Management, ITIL v2, v3, and Cyber-Resilien re certification examinations. Anthony is also a member of the ITAM Committee of Experts. He has published numerous blogs, podcasts, videos, booklets, webinars, white papers, and other articles on various subjects such as ITSM, ITI L, Devops, Project Management, etc. Having lectured at universities around the world, Anthony is also a frequent speaker at local and global industry events. He is also a practicing NLP, meditation, and hypnotherapist expert.
Date: March 15, 2024
Time: 12:00-1:45 PM ET
Location: Virtual. Details will be sent before the event.
Cost: Free!
CTRL + Alt + Conference Follow Up
Join us for an interactive session following up with you and checking in on how change is going or not going for you in 2024.
Deborah Monroe is a highly sought-after speaker, author, and expert on emotional intelligence, team dynamics, inspiring leadership, and leadership development. With her extensive corporate experience and down-to-earth approach, she captivates audiences with engaging and hands-on presentations. Deborah has been consistently rated as a top trainer and speaker for government and HDI conferences, and her message is designed to be universal, as she believes that it is people, not specific industries, who create success within each environment. She is the founder of DRM Development Group and Ignite Achievements Intl, and has also played a key role in the growth of Visiocom USA, an international start-up.
Date: March 19, 2024
Time: 1:00-2:00 PM ET
Cost: Free!
Location: Virtual! Information will be provided with registration.
ITSM Summit: When IT Met Security
AGENDA
- Opening with the Seattle HDI Chapter President
- KEYNOTE Speaker: Megan Slabinski, Robert Half
- LUNCH - Networking
- "When IT Met Security" Speaker: Yasmin Karimli / Tony Giannini
- Host/Guest Speaker: Stephen Heard, King County CTO
- Seattle HDI Raffle
- * Lunch and Parking are provided
Date: March 21, 2024
Time: 11:30-1:30 PM PT
Location: King County, Chinook Building, 401 5th Ave, Seattle, WA 98104
Organizational Change Management: Thriving through Transformation
With Jessica Szalla and Caitlin Price
Let's face it, we face change every day! There are changes in our personal lives and in our professional lives. This change can be overwhelming.
We will use story telling to share our real life perspective of navigating change. We will share our experiences from a practitioners perspective and you will leave with a take away that will help you apply your learnings.
About the Presenters:
Jessica Szalla is a successful IT service and support leader with more than 25 years of experience driving process improvements, reducing costs, developing talent to improve operational efficiency, managing change, and re-engineering processes and departments. A dedicated Giant Eagle team member, Jess currently leads Disaster Recovery, Data Operations, Identity & Access Management, IT Service Management, and the Technology Service Desk. Jess was recognized as a Rising Star by Progressive Grocery through their Top Women in Grocery awards program.
Caitlin Price joined Giant Eagle IT in October 2019 after spending 10 years working in communications, marketing, and meeting planning. Her background is in journalism, and she uses her writing skills and her marketing and communications knowledge to drive ITSM organizational change management. She began as a technical writer at Giant Eagle, creating documentation and training materials for various technologies and applications; in her current role, she focuses on branding and the user experience to assist in IT awareness and educational efforts.
Date: February 16, 2024
Time: 11:30AM - 3:00 PM ET
Location: Beacon Hill Staffing Group, 1501 Reesdale Ave., Suite 201, Pittsburgh, PA 15233
Cost: Free for members, $20 for non-members.
Updates from HDI...Check out these great industry happenings!
Join Us This Year in Denver!
April 27-May 2, 2024, Colorado Convention Center, Denver, CO
SupportWorld Live is headed to Denver in 2024! If you want to stay ahead of the curve and learn about the latest trends in support and service management, then this is the conference for you. With inspiring keynotes and more practitioner-led case studies than ever, this conference is sure to educate and inspire you.
View the program here!
HDI Local Chapter Members get a $350 discount off of the best available rate. That's double the value of membership! If you're not a member yet, click here to join. Then, click here to get your local chapter's promo code (needed to get discount) when you register for the conference.
Early Bird Rate is good until March 26th!
HDI Local Chapters will have a booth in the Expo Hall. Please stop by and visit!
We hope to see you in April! Click here for more information and to register.
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.
Click here to access the archives.
Expand your Career Options with HDI Training!
Your one-stop-shop for IT Support Training
HDI's IT support certification training provides our customers with a consultative, application-based, interactive learning experience. Our goal is for our customers to be able to take what they learn and immediately apply it in their work environment. From the boardroom to the classroom, from executives to analysts – our industry-leading instructors and cutting-edge course content will improve your service management and IT support skills.
Browse through our robust course offerings, select one of our three training delivery methods, and get started today. Want to talk first with an HDI expert? Click here!
Is your IT support operation due for a check-up?
It’ll be thorough, but nothing too invasive, we promise.
HDI's IT Support Operations Health Check 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!
HDI consultants perform the analysis of your organization’s site, evaluating your customer support center’s service strategy, goal alignment, service and support practices, support services culture, frameworks/methodologies, and service and support.
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.
More information is here.
HDI CONNECT...Now more than Ever!
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. Click here to join!
And Now...A Word From Our Diamond Sponsor...
Demand for Skilled Talent Report | In-Demand Technology Roles and Hiring Trends
Robert Half surveys of technology hiring managers reveal that recruitment is top of mind for many leaders while 45% of technology professionals plan to look for a new job, seeking higher salaries and enhanced benefits and perks.
In the Demand for Skilled Talent report, you can access exclusive employment trends research that can help you overcome hiring and business obstacles.
Check out the report to learn:
- 2024 hiring and employment trends
- Strategies to help you attract and retain top talent
- Common hiring mistakes and how to avoid them
And stay tuned for an upcoming Bytes and Banter Podcast episode featuring Robert Half on this topic!
GET SOCIAL WITH US!
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Communications Terri Oropeza (Admin) posted an articleEvents and information for the HDI Community! see more
President's Message...with Liz Bunger
One of the biggest benefits I have found of my association with HDI and HDI Local Chapters is the networking opportunities. I have personally improved my industry knowledge, changed processes (for the better), and even won an award, all because of my HDI Local Chapter connections. I can't tell you how many people I've met who have found jobs through their HDI Local Chapters networks. All those benefits don't even include the amazing friends I have made across the country. We'd love the opportunity to network with you at an upcoming in-person or virtual event!
Annual Leadership Conference & Vendor Expo IT Service and Support 360!
COME take advantage of a unique opportunity to hear cutting-edge ITSM keynotes from industry experts! Also network with a dynamic group of service and support and IT service management industry leaders at HDI Capital Area’s one day Leadership Conference and Vendor Expo here in the D.C. Metro Area. Our conference theme, IT Service and Support 360, encompasses several facets of the support industry including topics on experience management, the foundation of high-performing teams, ITSM solutioning, creating your personal brand as you embark upon your IT career, and a senior leadership panel on the future of IT. We have an information-packed day lined up, featuring dynamic speakers and vendors to share information and tools to help you, your team members of all levels, and your organization be successful now and into the future. This is your time to LEARN.GROW.ACHIEVE!
Thanks to our vendor sponsors, we are able to offer this event FREE to members and $25 to non-members. This is up to a $100.00 value that attendees can add back to their training budget. In addition to a strong program, the event will include networking time with industry professionals, breakfast, lunch, refreshments, and GREAT PRIZES that include gift cards and more!
- Date: October 6th, 2023 from 9:00-4:00 PM ET
- Location: Kossiakoff Center, 11100 Johns Hopkins Road, Laurel, MD 20723
- Cost: Free for members, $25 for non-members
ITIL Simulation
How well do you know ITIL? At this event, teams will engage in real scenarios tailored to organizational challenges to better adopt and strengthen ITIL processes. Teams will work together, promoting a culture of collaboration, bringing to the service the benefits of the ITIL framework and related tools. When you return back to your organization, you'll be in a better position to use IT tools more effectively and respond more quickly to changing business requirements.
- Date: October 25, 2023, from 12:00-4:00 PM ET
- Location: 2 Christy Drive, Chadds Ford, PA 19317
- Cost: Free!
Arizona HDI - Local Chapter Meeting
Join us at the OHSO Brewery for an evening of networking. The venue has football and a dog friendly patio. We'll be serving appetizers and yes, there will be a raffle! First 15 people to show will get 2 drinks free!
- Date: October 26, 2023, from 5:30-8:00 PM
- Location: 335 N. Gilbert Rd., Gilbert, AZ 85234
- Cost: Free!
Updates from HDI...Check out these great industry happenings!
November 11-15, 2023, Loews Sapphire Falls Resort, Orlando, FL
With three decades of experience as a resource for service management and technical support professionals, HDI doesn’t just stay ahead of industry trends—we help set them. Let our program, our experts, and your fellow attendees help you embrace today’s ever changing landscape. Attend the definitive event for Service Management professionals and propel your business and career forward. Reserve your spot today!
HDI Local Chapter members save $350! That pays for your membership!Not a member? A link to join HDI Local Chapters is at the bottom of this newsletter. After joining (or if you are a member now) click here to search for your local chapter's promo code to add it to your conference registration to receive the discount.
HDI Local Chapters will have a booth in the Expo Hall. Please stop by and visit!
We hope to see you in November! Click here for more information and to register.
Now Taking Submissions for HDI Awards!
Validation feels pretty good, doesn't it? Acknowledgment and celebration goes a long way toward keeping employees satisfied, teams performing at a high level, and leadership engaged.
Each year, HDI honors the very best in the technical support and service management profession, recognizing the individuals, teams, and organizations that have achieved and maintained the highest standards of quality and customer satisfaction. Every finalist gets one free pass to attend the award ceremony, hosted at SupportWorld Live.
Click here to apply!
WEBINARS FROM HDI
HDI maintains a comprehensive list of archived webinars on a wide variety of topics over the past several years. Good information and it is free!
October's Topic: "Transform Service Management (from IT to HR) with GenAI"
The challenges of providing service management to organizations have evolved from fulfilling basic service requests to deploying and supporting new and emerging enterprise-scale tools and technologies, helping automate business workflows and return solid ROI. Today, service management leaders and their teams are asked to provide solutions that support digital transformation initiatives in addition to enhancing and expanding predictable service delivery throughout the business.
Join HDI Principal Analyst Tim McElgunn, Freshworks’ Ken Gonzalez, and a panel of industry experts on October 3 to discuss how GenAI can help enterprises level up service delivery across the organization. Explore use cases on how IT departments are extending their skills, experience, and knowledge of IT service management to other departments (such as HR) to deliver high-quality, consistent, and continually improving services.
In this hour-long panel discussion, you’ll learn:- Best practices to avoid potential pitfalls of an AI transformation.
- How AI-powered self-service and knowledge management can help free up IT staff AND improve employee interactions with HR and other departments.
- What to expect as these powerful tools evolve and employees learn to leverage them effectively.
Date: Tuesday, October 3, 2023 at 1:00 PM ET
HDI TRAINING
HDI offers certification courses to enhance the knowledge of your team. Courses available on a wide variety of topics that will improve thew operations of your service desk. Click here for schedule. HDI Local Chapter members receive a 5% discount off of the published training rates!
Back to School Super Savings Program!
HDI Online Certification and Training - Buy2Get1Free*! Request discount through your account executive.
*of equal or lesser value. Hurry! Expires October 13, 2023
Choose from...Customer Service Representative, Desktop Advanced Support Technician, Support Center Analyst, KCS Foundation, KCS Principes, Support Center Team Lead.
This is a great opportunity to improve your team's service management and IT support skills!
IS YOUR SUPPORT CENTER DUE FOR A CHECK-UP?
IT support organizations provide a truly invaluable service - always ready and willing to solve complex problems at a moment's notice. Don't you deserve the same treatment when you have a complex or difficult challenge of your own? At HDI, our ITSM and IT support consulting arm has been providing this industry with the highly-customized, expert guidance and support it deserves for over 30 years. With world-renowned expertise in all aspects of ITSM and customer support, we're your most trusted resource for optimizing support center operations.
All HDI consulting services can be conducted virtually!
Click here for more information.
HDI CONNECT...Now more than Ever!
Need someone to lean on during these difficult times? Need some help in solving some problems? HDI Connect is where our community comes together to help each other. Click here to sign up! It's free!
HDI STANDS FOR A DIVERSE AND INCLUSIVE COMMUNITY
HDI supports an inclusive community of service and support professionals. In today's climate, it is one thing for us to stand and support these intentions; it's another thing to take action around them.
Click here to read our action plan and become involved in making a difference.
JOIN HDI!
Connect - Learn - Succeed for one low annual membership fee $149 per year. Click here to join!
GET SOCIAL WITH US!
THANK YOU TO OUR HDI LOCAL CHAPTER SPONSORS
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Communications Terri Oropeza (Admin) posted an articleSeptember 2023: HDI Local Chapters...News You Can Use! see more
Welcome to HDI Local Chapters monthly newsletter! Highlighting events and activities around the US.
President's Message...
with Liz Bunger
Did you know that when you become a member of HDI Local Chapters you are a member of all HDI Local Chapters, not just the one where you live? You are welcome to attend any event at the member's price and many of our chapters are offering hybrid or virtual events. Check out our events calendar to see what is going on in our community. We would love to have you join us.
Welcome to our Newsletter!
Welcome to HDI Local Chapters! Our membership unlocks access to professional communities, events and activities designed to advance your career as an IT Technical Support or Service Management leader. With chapters and members all over the United States, staying connected is easy to do!
Published the last day of each month, this newsletter pulls together information from the HDI Local Chapters (www.hdilocalchapters.org) and HDI (www.thinkhdi.com) websites as well as from other sources. We hope to see you at one of our events soon!
Service Desk Transformations: Four Case Studies
The modern IT Service Desk is the point of entry for all IT support related needs. It stands to reason that this team needs to be high functioning, high performing, efficient and be the friendly face of IT for your end users. What happens when this isn’t the case? It could be that the Service Desk team is missing any of the marks mentioned or maybe needs to be re-evaluated for other reasons.
Many companies have gone back to square one to re-evaluate what to do to improve the Service Desk, and therefore the experience for the end users. What is the best way to move the needle to get your team to be all those things and more? The Virtual Community is partnering with a group of Service Desk leaders to share their journey of transforming their Service Desk models. They are at various stages of their adventures, from just beginning to completion of the transformation.
Panelists: Donald Chu, Kristi Lawrence, Laurie Lukken, Teresa Pelley. Moderated by Jason Wischer.
- Date: September 12, 2023, 1:00-2:00 PM CT
- Location: Virtual! Invitation sent before event.
- Cost: Free!
HDI Motown - Total Experience Management
Looking for an opportunity to connect with like-minded individuals and learn more about creating exceptional experiences? Look no further! We're excited to invite you to a special encore SupportWorld Live conference presentation where we'll be discussing the Total Experience, a concept that goes beyond customer and employee satisfaction. Whether you're on the front lines working directly with customers, managing a team, or making important decisions for your company, this event is for you.
Register for this hybrid event offered both in persona and virtually on Thursday September 14, 2023 beginning at 12:00pm ET.
Join us for an engaging discussion, network with fellow attendees, and leave with a wealth of knowledge to help you create unforgettable experiences. Don't miss out on this chance to elevate your total experience game!
Total experience is a holistic approach to creating exceptional experiences for customers that extends beyond traditional customer service. It takes into account every aspect of a customer's journey, including interactions with employees, digital touch points, product design, and more.- Date: September 14th, 2023 from 12:00-2:00 PM ET
- Location: Virtual and 4000 Town Center Suite 200, Southfield, MI 48075
- Cost: Free for members and non-members
Service Management Summit
Featuring 2 keynote presentations:
- Eva Benn: AI Unleashed. Securing the Future in a World We No Longer Recognize.
- Boris Gancharov: The Future of Cybersecurity.
Additional Topics:
- CMDB Serves Beyond Service Desk and IT.
- Service Management Panel (Local Seattle ITSM Leadership)
- How to Build an IT Service Management Team
- Date: September 28, 2023, from 3:00-6:00 PM PT
- Location: 10400 NE 4th St, Bellevue, WA 98004, USA
- Cost: Free!
Updates from HDI...Check out these great industry happenings!
November 11-15, 2023, Loews Sapphire Falls Resort, Orlando, FL
With three decades of experience as a resource for service management and technical support professionals, HDI doesn’t just stay ahead of industry trends—we help set them. Let our program, our experts, and your fellow attendees help you embrace today’s ever changing landscape. Attend the definitive event for Service Management professionals and propel your business and career forward. Reserve your spot today!
Early bird pricing expires on September 29th. Reserve your spot today and save $400!HDI Local Chapter members save another $350! That pays for your membership and a whole lot more!
Not a member? A link to join HDI Local Chapters is at the bottom of this newsletter. After joining (or if you are a member now) click here to search for your local chapter's promo code to add it to your conference registration to receive the discount.
We hope to see you in November! Click here for more information and to register.
HDI STANDS FOR A DIVERSE AND INCLUSIVE COMMUNITY
HDI supports an inclusive community of service and support professionals. In today's climate, it is one thing for us to stand and support these intentions; it's another thing to take action around them.
Click here to read our action plan and become involved in making a difference.
HDI CONNECT...Now more than Ever!
Need someone to lean on during these difficult times? Need some help in solving some problems? HDI Connect is where our community comes together to help each other. Click here to sign up!
WEBINARS FROM HDI
HDI maintains a comprehensive list of archived webinars on a wide variety of topics over the past several years. Good information and it is free! Click here to access the library and to view what is coming up.
HDI TRAINING
HDI offers certification courses to enhance the knowledge of your team. Courses available on a wide variety of topics that will improve thew operations of your service desk. Click here for schedule. HDI Local Chapter members receive a 5% discount off of the published training rates!
Back to School Super Savings Program!
HDI Online Certification and Training - Buy2Get1Free*! Request discount through your account executive.
*of equal or lesser value. Expires October 13, 2023
Choose from...Customer Service Representative, Desktop Advanced Support Technician, Support Center Analyst, KCS Foundation, KCS Principes, Support Center Team Lead.
This is a great opportunity to improve your team's service management and IT support skills!
IS YOUR SUPPORT CENTER DUE FOR A CHECK-UP?
It’ll be thorough, but nothing too invasive, we promise!
HDI's IT Support Operations Health Check 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!
Click here for more information..
JOIN HDI
Connect - Learn - Succeed for one low annual membership fee $149 per year. Click here to join!
GET SOCIAL WITH US!
THANK YOU TO OUR HDI LOCAL CHAPTER SPONSORS