Activity
-
Communications Terri Oropeza (Admin) posted an articleWelcome to HDI Local Chapters monthly newsletter! Highlighting events and activities around the US. see morePresident's Message...
with Liz Bunger
A few months ago, I shared that I had been laid off and how supportive my HDI network has been. I’m very happy to say I have just started a new role, and I found it through HDI.
I attended SupportWorld Live at the end of April and had a great conversation with someone with an open role that fit what I was looking for and I had the experience they were looking for. It was a casual conversation at the HDI Local Chapter booth that started the process. After all the resumes I sent out, it was one conversation at a networking event started me on the path to employment.
This is the power of HDI and HDI Local Chapters! HDI holds two great conferences every year and your local chapters hold multiple events each year. So many opportunities to make connections. I hope you’ll take advantage of these opportunities and join us at an upcoming event in your local area or in our virtual community soon!
Bytes and Banter - New Episode Released!
With digitization, cloud migration and a flood of AI-related tools emerging onto the scene, many businesses are trying to eliminate their tech debt. In addition, the tech skills gaps are widening. This complicates an already complex array of ever-evolving business priorities for technology leaders — and threatens their teams’ ability to complete critical projects and meet long-term goals. Tune into an insightful discussion between Thomas Vick, senior regional director, from Robert Half and Rocky McGuire about potential impacts of these skills gaps, as well as strategies for overcoming them and building future-focused tech teams.
Get the e-book: Building Future-Forward Tech Teams
Subscribe to Bytes & Banter on Apple 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.
Enhance Your Organization with Knowledge-Centered Service (KCS®)!
Join us for an insightful presentation on Knowledge-Centered Service (KCS®), an innovative methodology designed to enhance knowledge management within organizations. We'll touch on the numerous benefits of implementing KCS, including improved customer satisfaction, increased efficiency, and enhanced employee engagement.
Our presentation will also highlight real-world lessons learned from organizations that have successfully adopted KCS. Through these case studies, you'll gain valuable insights into the challenges faced during implementation and how they were overcome.
To ensure your success with KCS, we'll provide a list of do's and don'ts. We'll also discuss common pitfalls and how to avoid them, helping you to steer clear of potential obstacles on your KCS journey.
Whether you're new to KCS or looking to optimize your current practices, this presentation offers valuable guidance to help you leverage the power of knowledge for your organization's success. Don't miss this opportunity to enhance your knowledge management strategy and drive sustainable performance improvements.
**Key Takeaways:**
- Exploring the benefits of KCS implementation
- Learning from real-world case studies and lessons learned
- Best practices and common pitfalls: The do's and don'ts of KCS
*KCS® is a service mark of the Consortium for Service InnovationTM.
Liz Bunger brings 17 years of experience in Knowledge-Centered Service (KCS) to this event. She has successfully implemented KCS in both large corporations and small enterprises, consistently improving customer service, employee engagement, and operational efficiency.
Liz is passionate about sharing her knowledge and experience with others. Join us as she shares her experience to help your organization succeed in its KCS journey.
Date: July 9, 2024
Time: 12:00-1:00 PM CT.
Location: Virtual!
Cost: Free!
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: July 12, August 2, 2024
Time: 9:00 AM - 10:00 AM ET
Location: Virtual! Registration details sent upon registration.
Cost: Free!
Empowering the Next Generation of Tech Talent
HDI San Francisco Bay Area and TechSF is proud to host an exclusive event bringing together senior-level IT professionals and TechSF students from Dev/Mision, Five Keys, JVS, MEDA, OEWD, and others with the goal of expanding opportunities for the students to gain insights and access into the world of IT.
Event Highlights:
-
Networking Opportunities: Connect with TechSF IT Support Training alumni and help them build their networks.
-
Resume Review: Provide personalized feedback to TechSF IT Support Training alumni.
This event is a unique opportunity to help aspiring IT professionals to gain invaluable insights and support from our expertise. Don't miss your chance to help advance careers and create meaningful connections in the tech industry.
RSVP Today!
Date: July 18, 2024
Time: 5:00-7:30 PM PT
Location: Google Community Space 188 The Embarcadero, Downtown San Francisco
Cost: Free!
Picnic in the Park!
HDI Minnesota is proud to host the MN HDI community for a picnic in the park. Take the afternoon and connect with other service and support professionals while enjoying a delicious picnic lunch! Who knows, you might be meeting your next colleague or mentor!
Date: July 24, 2024
Time: 11:00-2:00 PM CT.
Location: Central Park Pavilion 1497 Central Parkway Eagan, MN 55121
Cost: Free!
AI and Automation...with Tony North
Event Details
11:30a - Meet and Greet
11:45a - Lunch
12:00p - Keynote Speaker Presentation / Tony North on AI and Automation
12:40p - Presentation Questions
12:50p - Break
1:00p - Meet Your New LA Chapter Board
1:15p - Raffle/Give-A-Way
Date: July 31, 2024
Time: 11:30-1:30 PM PT
Location: TBD (by LAX airport)
Cost: Free!
Register Here!
Updates from HDI...Check out these great industry happenings!
Join Us This Year in Orlando!
November 17-21, 2024, Loews Sapphire Falls Resort, Orlando. FL
Do you believe a service management-focused culture can be a catalyst for transforming an organization?
If you’re nodding your head, there’s only one place you should be this November…
At Service Management World (SMW) in Orlando.
SMW is the definitive event for service management leaders - a conference and expo totally focused on helping you manage changing customer and business expectations, discover emerging resources and technologies, and stay ahead of evolving practices and frameworks.
Everything shaping the future of service management comes together in the most productive and valuable week of your year.
View the program here!
Grow your Industry Knowledge with Webinars from HDI!
HDI's content-rich, live webinars, presented by top industry experts and practitioners, cover industry best practices, emerging trends, and service leadership. These periodic webinars keep technical service and support professionals up to date on key issues and offer training on concepts critical to support organization effectiveness. Participate live on the day of the event or on-demand as your schedule permits.
Next webinar...Beyond IT: AI Powered Service Management for all Business Teams
-- How AI-powered Enterprise and ITSM solutions can supercharge service delivery, increase ROI, and redirect agents to focus on what really matters
-- How IT leaders can influence business team leaders like HR and other shared services
-- How Freshworks blends AI and ESM to unify service delivery across key lines of business
With generative AI, you can integrate your IT infrastructure and investments for max efficiency by creating a unified service channel that intelligently supports, prioritizes, and anticipates business needs across the enterprise, from HR and Finance to Facilities and more.
Date: July 16, 2024 at 1:00 PM ET
Click here for more information and to register.
Accelerate Your Career Journey with HDI Training Programs!
Unlock your potential and elevate your career with HDI training. Our courses are designed to equip you with the essential skills and knowledge needed to excel in the dynamic world of IT support and service management. Whether you're an aspiring professional or a seasoned expert, HDI offers comprehensive training programs that cater to your career goals and help you stay ahead in today's competitive landscape. Plus, earning a certification will validate your commitment to excellence. Take the next step towards success and view the full training schedule here
Sample Course: Artificial Intelligence in the Support Organization
Transform your organization’s service experience at all levels by improving your team’s knowledge surrounding artificial intelligence (AI) and automation!
In recent years, leading companies have created or accelerated their strategies to gain efficiency and effectiveness in their support organization using AI and automation. In this course, you will learn about the core concepts of AI and automation, how to align it with your support model and service level commitments, how to build a case for funding, how to design the right architecture, and how to deliver measurable results that transform your organization.
You will leave this workshop with a refreshed sense of what the support organization of tomorrow will look like, including best practices, real examples, and a structured plan for moving your strategies forward. Whether you have a mature roadmap or you’re just getting started, this course is for you.
Unlocking AI Success - A Strategic Aseessment for Support Centers
As support centers grapple with the complexities of AI adoption, a strategic framework becomes essential for assessing AI optimization and ensuring a successful implementation. Before introducing even more tech into your stack, understanding how to optimize your approach is key. Whether you’re just starting on your AI journey or need help overcoming roadblocks, HDI can be your partner in charting the most effective course.
When it comes to AI, change management can be a significant undertaking. Without proper planning, your initiatives may cost more, your resources may be wasted, and the result may become unusable. You must spend time examining your existing infrastructure, skillsets, data governance and success measures. Yes, this can sound daunting, but if you put in the work now, the execution and adoption will move more quickly and efficiently.
So how should you approach preparing your company for generative AI Integration?
As the support center industry’s leading thought leader for more than 35 years, HDI’s expert consultants will work with you to assess your organization’s AI approach and collaborate with you to evolve your strategy and execution plans. Our experts can even help you navigate the rapidly changing vendor landscape, guide you through the vendor selection process and support you through go-live and beyond. Our holistic, vendor-agnostic approach ensures that our clients select the right AI solutions using a people-first approach that prepares your operations and workforce for seamless integration.
The first step is understanding where you are on the optimization scale. HDI is here to support your organization on its AI journey, so be sure to tap into our expertise.
More information is here.
HDI CONNECT...Where Practitioners Go for Advice!
HDI Connect is the place where support and service management professionals come to expand their knowledge, advance their careers, and find a community that acts like a family. Joining the community is complimentary to you, but priceless to your career and organization! Click here to sign up! It's free!
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!
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
Copyright © 2023 HDI Local Chapters - HDC Inc., All rights reserved.
This email was sent by:
HDI Local Chapters - HDC Inc.
#446 - 1440 W. Taylor Street
Chicago, IL, USA, 60607You have received this email because you are a member or existing contact of HDI Local Chapters - HDC Inc., a membership organization powered by SilkStart. update notification preferences unsubscribe from this list
-
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!
-
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
-
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
