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!

Register Here!

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)

Register Here!

Q4 Social Event!

Date: October 17, 2024

Time: 5:00 PM - 6:30 PM CT             

Location: Odd Muse Brewing Company

Register Here!

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

Register Here!

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!

Register Here!

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

Register Here!

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

Register Here!

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.

Click Here to Get Started!

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!

Register Here!

Grow your Industry Knowledge with Webinars from HDI!

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

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

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.

Register Here!

Generative AI First Friday Meetup!

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

What to Expect:

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

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

Register Here!

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)

Register Here!

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

Register Here!

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!

Register Here!

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!

Register Here!

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!

Register Here!

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)

Register Here!

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.

Click Here to Get Started!

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!

Register Here!

Grow your Industry Knowledge with Webinars from HDI!

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

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

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!

Register Here!

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!

Register Here!

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 - $15

Register Here!

Updates 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.

Take the Survey Here!

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.

 Read More Here!

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!

Register Here!

Grow your Industry Knowledge with Webinars from HDI!

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

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

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

Register Here!

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!

Register Here!

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!

 Register Here

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

Register Here

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