President's Message...

with Laurie Lukken

What is community? The origin of the word is the combination of two Latin words that means “with/together” and “gift”.  I love that idea of our HDI community being a gift; it is a gift we give each other by interacting with one another and sharing our common interests and knowledge.  Additionally,  I feel it is a gift we give ourselves by being involved and engaged in something that gives each of us a sense of identity and purpose and an opportunity to make a difference.  Everyone knows the old saying “it is better to give than to receive” and while that is true in most things, I think that our HDI community is different because we all give and receive equally. We give those who attend our events the support they need and help them be better by providing them with knowledge, skills and resources.  In return, we receive a sense of pride and purpose by being a part of a community that bonds and strengthens the local community as a whole which can make a positive difference to a great deal of people.  I would like to share a quote from Margaret Mead that I feel supports my message of community, “Never doubt that a small group of thoughtful committed citizens can change the world; indeed, it’s the only thing that ever has”.  In closing, I sincerely want to wish everyone the most joyous of Holidays and that you have an opportunity to bask in the love of friends and family.  

Bytes and Banter - Latest Episodes Released!

In the latest episodes of Bytes and Banter, we continue exploring the dynamic intersections of technology, leadership, and career development. In Episode 11, Nicole Sims, Senior Regional Director at Robert Half, dives into the 2025 Salary Guide, discussing tech hiring trends, the "Great Stay" phenomenon, and the importance of upskilling and timely hiring decisions. In Episode 10, Tim Lawes shares his inspiring career journey from selling Yellow Pages to working with enterprise AI at SymphonyAI, highlighting the critical role of empathy and relationships in sales. Don't miss these insightful discussions on personal growth, innovative technology, and the evolving world of tech hiring and retention!

🎧 Watch the episodes on YouTube: Bytes and Banter

Look for #BytesAndBanter on Apple Podcasts, Spotify and YouTube, or your favorite podcast player. Subscribe and stay updated with our latest episodes, where we delve into diverse topics and hear wonderful stories.

Generative AI First Friday Meetup!

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

What to Expect:

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

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: December 6, 2024

Time: 9:00 AM - 10:00 AM ET             

Location: Virtual!  Registration details sent upon registration.

Cost: Free!

Register Here!

2024 HDI Philly Leadership & Awards Conference

Join us for our marquee event of the year - the 2024 Annual HDI Philly Leadership and Awards Conference.

Rae Ann Bruno, President, Business Solutions Training

Bio: Rae Ann Bruno is an experienced IT consultant, trainer, and recognized experience expert dedicated to enhancing the employee experience of organizations and IT. She specializes in guiding support teams and IT organizations to improve efficiency, customer and employee satisfaction, and processes through experience-focused strategies and service innovations. A multiple-time recipient of HDI's Top 25 Thought Leaders honor, Rae Ann was inducted into the HDI Hall of Fame in 2017 and named one of Cherwell's IT Legends. In 2024, she received the HDI Lifetime Achievement Award and currently serves on the HDI Conference Advisory Board. Rae Ann is also an APMG-certified Experience Trainer and one of the hosts of XLA.TV.

Topic: “Adopting an Experience-Driven Approach to Your AI Strategy”

Abstract: Organizations often adopt AI to speed up customer service and reduce repetitive contacts, but focusing solely on these goals leads to a limited AI strategy. Traditional support metrics, such as strict time limits for issue resolution, are inadequate for managing the complex issues AI will expose. An experience-driven approach creates a holistic strategy that benefits both customers and support teams by shifting success metrics toward delivering a better overall experience. This approach helps meet rising expectations and equips teams to work more effectively on challenging problems, ensuring AI delivers meaningful, long-term value.

Matt Beran, Sr. Product Marketing Specialist at Invgate and Host of Ticket Volume podcast

Bio: Matt Beran has over 20 years of experience in Service Management and Customer Service. Known for challenging industry norms, giving practical advice, and providing unique approaches to Service Management, he’s the Product Marketing Specialist at InvGate and host of the podcast “Ticket Volume - An IT Podcast”.

Topic: “How I Learned to Survive and Celebrate Mistakes”

Abstract: Ever notice how some of our biggest breakthroughs come on the heels of mistakes? In the high-stakes world of IT service and support, slip-ups aren’t setbacks—they’re steppingstones to innovation and resilience.  This presentation highlights the surprising power of failure as a force for growth, showing how embracing our ‘oh-no’ moments can transform teams, projects, and even career paths. Let’s explore how every misstep holds the potential to make us better at what we do, and how celebrating these moments can fuel success in ways we never imagined.

*Discounts are available for this year's vendor booths if you sign up to be a Chapter Sponsor next year. 

**For details on event and chapter sponsorship, please reach out to Paul at:  paul.zagarella@temple.edu

Date: December 6, 2024

Time: 8:00 AM - 4:00 PM ET             

Location: Punchline Philadelphia - 33 E Laurel St, Philadelphia, PA 19123,

Cost: Prices vary.  Please see registration page for details.

Register Here!

Celebrate & Inspire:

HDI Annual Awards & Team Building Luncheon! 

It’s time to celebrate! The HDI Capital Area Chapter cordially invites you to our Annual Awards Luncheon, a prestigious event where IT Service and Support Managers recognize their outstanding team members for their exceptional achievements and contributions throughout the year. This event, which has become a tradition in the Washington, D.C. area, is an occasion that brings teams together to celebrate excellence and inspire future accomplishments. During the luncheon, we will enjoy an inspirational keynote presentation, a three-course meal, and award presentations to the Best Support Analyst and Best Support Technician nominees. It's a time for networking, sharing success stories, and fostering a sense of motivation and unity among attendees.

This event serves as a platform to honor support professionals who have made a significant impact in their respective roles, leaving a lasting legacy for others to aspire to. It will conclude with the announcement of the winners for Best Support Analyst and Support Technician awards.  The winners will go on to the regional competition, with the Regional Winner being sponsored by Robert Half Technology to attend the HDI Annual conference in Las Vegas, Nevada.  

About the Keynote     

Leading for Impact: 7 Behaviors of Transformational Leadership

Good leadership is not enough in today’s rapidly evolving business landscape—organizations need transformational leaders who can drive change and foster top-tier talent.

This motivational presentation introduces a powerful framework of seven essential behaviors that define high-impact leadership. Tailored for team members and leaders alike, it focuses on seven transformative behaviors that can be applied immediately to build stronger, more cohesive teams.

Attendees will walk away inspired and equipped with practical tools to elevate their leadership effectiveness, no matter their position within the organizational hierarchy.

Inspiring, Motivational, Insightful, and Wow are some of the descriptive words used to describe N.J. Robinson’s engaging presentations.

With over 20 years of experience in the technology and leadership space, retired veteran N.J. Robinson is an accomplished and dynamic speaker and IT Leader. As the President of Hi-Tech Leadership LLC, a leadership development firm, N.J. is passionate about transforming Technical Experts into Expert leaders. His energetic presentations and workshops engage audiences with valuable insights and practical tools on leadership, employee experience, strategy, and effective communication.

He is a member of the HDI Conference Advisory Board and an active volunteer with Merit America and StreetWise Partners, where he provides career mentorship to underserved individuals in the Washington, D.C. area, guiding them toward professional success.

N.J. holds an M.B.A. from the George Washington University and maintains PMP, Security+, and ITIL certifications. A dedicated fan of the Marvel Cinematic Universe, N.J. is also a proud husband to his high-school sweetheart, and together, they have four incredible sons.

Agenda
10:00 AM to 11:00 AM – Registration, Networking, & Hors d‘oeuvres
11:00 AM to 12:00 PM – Welcome Announcements, Lunch Served
12:00 PM to 12:45 PM – Candidate Introductions
12:45 PM to 1:00 PM – Break
1:00 PM to 2:00 PM – Keynote - N.J. Robinson 
2:00 PM to 2:15 PM – Break, Dessert and Coffee Served
2:15 PM to 3:00 PM – Candidate Introductions
3:00 PM to 3:15 PM – Best Support Analyst & Best Desktop Technician Award Winners Announced
3:15 PM to 3:30 PM – Closing Remarks and Prize Drawing*
*Must be present to win*

Date: December 6, 2024

Time: 10:00 AM - 3:30 PM ET             

Location: Martin's Crosswinds - 7400 Greenway Center Dr, Greenbelt, MD 20770

Cost: Members: $39, Non-Members: $59.  Register 5 team members and receive the 6th registration free by entering the promo code: sixthfree.

Register Here!

2024 HDI Ohio Awards and End of Year Celebration!

Join us on December 11th to celebrate the end of a wonderful 2024 for HDI Ohio!  We will be celebrating all our HDI Award Nominees and will hear a motivational message from a great friend of HDI, Kirk Weisler!  And don't forget giveaways!  We can't wait to see you there!

Chief Morale Officer Kirk Weisler is an expert at creating outrageously cool workplace cultures and high performance teams. Years ago Kirk helped to create a corporate culture so rich in ownership spirit, engagement, measurable results that he was invited to share his approach first nationally, then internationally. He now travels around the world sharing everyday things leaders can do to positively influence, nurture, and build Super COOL cultures and high performance teams.

His unique background as a US Army Ranger, a member of the 19th Special Forces Chaplaincy, his work with At-Risk Youth and experience as a Master Storyteller & Team Builder make him a very fun, engaging, and sought after speaker and trainer. He authored the Best Smelling book, The Dog Poop Initiative and the semi –sweet best smeller, “The Cookie Thief. , Kirk lives in Atlanta GA with “Wonderful wife Rebecca and their six remarkable children.

What can you expect? 

• Lunch is provided!
• Celebrating all Award Nominees!
• Great motivational presentation from Kirk Weisler
• Announce Winners
• Giveaways!
• Networking
• and more!

Date: December 11, 2024

Time: 12:00-4:00 PM ET           

Location: IGS Energy 6100 Emerald Pkwy. Dublin, OH 43016

Cost: Members: Free! Non-Members: $15

Register Here!

HDI Awards and Networking Event at Matty's Bar & Grill Event Center

Please join us in congratulating these nominees for the

2024 Brew City HDI Local Chapter Awards:

• 2024 Best Service & Support Analyst Nominees
• 2024 Best Service & Support Technician Nominees

Will be announced after Nomination deadline

We request our entire Brew City HDI Community to join us at this live event and help us celebrate this year's group of Nominees. We recognize your hard work and leadership through this difficult yet fulfilling year.

Holiday cheer is requested - looking to wear your Santa hat?  Ugly Holiday sweater?  Pretty Holiday sweater?  This is a live in-person event, and it will be great to see you there!  Show us your spirit!

Date: December 12, 2024

Time: 5:30-9:00 PM CT             

Location: Matty's Bar and Grill: 14460 College Ave, New Berlin, WI 53151, USA

Cost: Members: Free!  Non-Members: $10.00

Register Here!

Seattle INTERFACE!

Seattle HDI will be hosting a table, support and speaking at Seattle INTERFACE.  You can join through Seattle HDI with this registration!

IT Infrastructure is constantly changing, bringing more new challenges with it every day. From ransomware and the latest security threats to emerging developments in AI and the need for increased bandwidth and storage, it’s nearly impossible to keep up to date. Our conference is designed to help. We’ve assembled a combination of Best-in-Breed hardware and software solutions, along with local experts and organizations to help educate, advise and connect you to resources that can help you meet your goals.

Covering Information Security, Infrastructure, Cloud, Disaster Recovery, Communications, and more, you’ll find presentations, panel discussions, and exhibitors covering a variety of topics, as well as the latest innovations and best practices.

Date: December 12, 2024

Time: 8:30 - 4:30 PM PT             

Location: Seattle Convention Center

Cost: Free!

Register Here!

2025 Workforce Roundtable

2025 Workforce Roundtable: Hybrid, Remote, or Onsite?

Join us for an engaging online roundtable discussion exploring the future of work in 2025! As organizations adapt to new challenges, what’s the best approach for a thriving, productive workforce?

These experts and industry leaders will share insights:

• Jay Brewer, Technology Support Manager, Georgia Tech
• Amy Butler Kobylarz, IT Manager, The Home Depot
• Barckley Toole, Director, IT Support and Services, The Wendy’s Company
• Kim Westmoreland, Operations Manager, Northeast Georgia Health System

Don’t miss this opportunity to learn how to future-proof your workforce and stay ahead in 2025. Register now to secure your spot!

Date: December 12, 2024

Time: 12:00 - 1:00 PM ET             

Location: Virtual!  Details provided upon registration.

Cost: Free!

Register Here!

Steel City 23rd Annual Awards Banquet

It's time to recognize Pittsburgh's best of the best at the Steel City Awards Banquet and Holiday Party!

Each year, HDI works jointly with the local chapters to identify and award the industry's top analyst and desktop support technician. Those nominated at the local chapter will have an opportunity to compete with their peers locally, regionally, and globally for these prestigious awards. Please come and join us to network with local professionals and celebrate all of the nominees accomplishments.  

Agenda

• 5:00 pm: Registration will begin with a social hour of networking
• 6:00 pm: Dinner will be served 
• 7:00 pm: Awards Program will begin

Pricing and Registration

• The cost for members is discounted at $15.00 and for all other guests is $35.00. 
• Each registration includes dinner and dessert. A cash bar will be available.
• The deadline to RSVP is December 5th. Share with your family, friends & team! 
• If you encounter any issues with registration, please email hdi@hdisteelcity.com.
• Want the discount for dinner?  Join our chapter now!  JOIN HDI NOW

Dinner Menu 

The dinner buffet features chicken Florentine, hot sausage and meatballs, pasta marinara, parsley red potatoes, and broccoli florets. The meal will be accompanied by a mixed green salad, fresh rolls, coffee, and dessert. A cash bar will be available to purchase drinks.

**If you have special dietary needs, please let us know when registering.

 Parking

• Free parking is available at the venue.

Dress Code

• The atmosphere is a more formal vibe – a great time to dress up and show your style!

Date: December 12, 2024

Time: 5:00 - 9:00 PM ET             

Location: Gaetanos, 1617 Banksville Rd, Pittsburgh, PA 15216

Cost: Members: $15.00, Non-Members: $35.00

Register Here!

Motown: 2024 Service and Support Awards Ceremony

It's the time of year that we all love the most! Time to recognize all those nominated for the 2024/2025 Best Service and Support Analyst and Technician awards!

 All are welcome!  You don't have to be a member.  You don't have to be nominated.  There is no cost.  We welcome everyone to celebrate this year's nominees and winner!

Each year, HDI works jointly with the local chapters, such as Motown, to identify and award the industry's top analyst and desktop support technician. Those nominated at the local chapter will have an opportunity to compete with their peers locally, regionally, and globally for this prestigious award. The winners from each of HDI's local chapter regions are invited to participate in the ceremony held during SupportWorld Live in the spring!

Year after year many wonderful people are nominated for both the Best Service and Support Analyst awards. This year has been no exception! Our judges are faced with a tough decision to narrow it down to just one winner and runner-up for each category. Those nominated have brought their A game and our judges have been losing sleep whittling down the list!

Date: December 13, 2024

Time: 11:30 - 2:00 PM ET             

Location: Craft Breww City, 27843 Orchard Lake Rd, Farmington Hills, MI 48334

Cost: Free!

Register Here!

HDI Nebraska Awards Ceremony

Enter the Arena of Service Excellence!

The Gladiators of IT have squared off, and the votes are in! Two mighty contenders remain. Join us... and may the best IT warrior win!"

Agenda:

• 4:00PM: Team Networking/DJ Mario Entertainment 
• 5:30PM: Dinner will be provided (+2 drink tickets)
• 6:30PM: Awards Ceremony

Date: December 19, 2024

Time: 4:00 - 7:00 PM CT             

Location: 3615 Woolworth Avenue, Omaha NE 68105

Cost: Members: Free!, Non-Members: $15.00

Register Here!

 Hello New York City!

HDI Local chapters newest local chapter!

We are very happy to announce a new chapter that has joined our local chapter community.  Welcome New York City Metro chapter!!!  Please meet the local chapter board:

• Greg Golding, President
• Glen Hoffman, VP finance
• Marisa Grant, VP communications
• Thorsten Munsey VP programs
• Evan Carlson, VP membership

The board is actively working on their first local chapter event so please stay tuned for future chapter announcements!  

Updates from HDI...Check out these great industry happenings!

HDI Top 25 Thought Leaders for 2025...Nominations are open!

Are you a trailblazer in the IT support and service management field? Do you know someone who is? We want to recognize individuals with the vision, expertise, and passion to drive industry innovation. That's why nominations are officially open for the prestigious 2025 HDI Top 25 Thought Leaders program. And it's coming back bigger and better than ever next year!

So much more than just another list, this elite group will gain recognition, exposure, networking opportunities and professional development resources throughout the year. We heard your feedback, and we're working to make this community initiative more meaningful.

• Industry Recognition: Showcase your expertise and thought leadership on a global stage. We'll share a spotlight article on each thought leader in the SupportWorld newsletter, HDI's social media channels and thinkdhi.com.
• Expanded Network: Connect with like-minded peers, industry influencers, and decision-makers. We plan to create regular exclusive meetups for next year's class of thought leaders, including a mix of virtual and in-person opportunities.
• Professional Development: Honorees will receive one complimentary pass for a 2025 HDI conference. They'll also have the chance to share their ideas with the HDI community in panel sessions, webinars and more!
• Enhanced Career Opportunities: Advance your career and position yourself as a leading authority in the field.

To be considered for this honor, nominees will be evaluated based on the following criteria:

• Thought Leadership: Demonstrated ability to generate innovative ideas and inspire industry change.
• Industry Impact: Significant contributions to the IT support and service management community.
• Knowledge Sharing: Active engagement in sharing knowledge and best practices.
• Professional Achievements and Leadership: Proven track record of success and leadership.

Hurry!  Deadline for nominations is December 13, 2024.

Submit Nomination Here!

Join Us This Year in Las Vegas!

May 18-22, 2025, MGM Grand - Las Vegas, NV

SupportWorld Live is headed to Las Vegas in 2025! 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.

Brought to you by HDI—the leading events and services organization empowering the support and service management industry—SupportWorld Live unites attendees for a valuable and unforgettable experience. Covering the entire service and support industry and its people (from frontline analysts to CIOs), SupportWorld Live gives you several days in a welcoming community to solely focus on delivering smarter service and better business outcomes. 

Sign up for updates!

Grow your Industry Knowledge with Webinars from HDI!

This month's webinar...

Future Proof your Help Desk: Key IT Support Trends for 2025

Support teams are under growing pressure to adapt to new trends that will redefine how service is delivered. Are you ready for what’s next? Set yourself up for success in 2025! Join our expert panel as they explore the key IT support trends for the year ahead and share practical insights to help you stay ahead. This spirited discussion will give you the tools and strategies you need to thrive in your role.

In this webinar, you’ll learn:

• How AI and automation are reshaping help desk operations
• How customer experience is changing, and what you need to do to stay ahead
• Essential skills and technologies to future-proof your support team
• Which key trends are on HDI’s radar in the year ahead (based on audience feedback!)

Featuring HDI industry leaders Rae Ann Bruno, Doug Tedder Josh Strreets and HDI's own Daniel Thomas.  Come ready to ask questions, and join us to prepare your help desk for 2025! 

Date: December 12, 2024

Time: 1:00-2:00 PM ET

Cost: Free!

Register Here!

HDI Consulting...How can we help?

IT support organizations provide a truly invaluable service - always ready and willing to solve complex problems at a moment's notice. Don't you deserve the same treatment when you have a complex or difficult challenge of your own? At HDI, our ITSM and IT support consulting arm has been providing this industry with the highly-customized, expert guidance and support it deserves for over 35 years. With world-renowned expertise in all aspects of ITSM and customer support, we're your most trusted resource for optimizing support center operations.

Click here for more information.

HDI...Your One Stop Shop for IT Support Training

HDI's IT support certification training provides our customers with a consultative, application-based, interactive learning experience. Our goal is for our customers to be able to take what they learn and immediately apply it in their work environment. From the boardroom to the classroom, from executives to analysts – our industry-leading instructors and cutting-edge course content will improve your service management and IT support skills.

Browse through our robust course offerings, select one of our three training delivery methods, and get started today.

Save 10% on all online and live virtual training classes.  Use code Career2024 to take advantage of this discount offer.  Offer expires November 30, 2024.

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 Laurie Lukken

You may be wondering, “Who is this person that is now President of HDI Local Chapters”.  Here is a little about me: I have been in IT for 29 years with 20 years in a service and support role. I have worked at my current company, NFM,  since 2002 and created the service desk 16 years ago.  NFM has a flat organizational structure and  the average tenure of staff is about 15 years.  Due to the structure and unprecedented tenure of the management team, I “dead ended” my upward mobility several years ago.  While I was considering my options on what I should do with my career, I received an email from my HDI  local chapter about an open officer position.  I have been a member of HDI for over a decade and always found the meetings as a great chance to bounce ideas off of like-minded people and learn different tricks of the trade so I was interested in the possibility of getting more involved.  So, I did. I started out as part of the Nebraska chapter’s leadership council, then I became an officer and ultimately became the local chapter president.  Then, I started getting involved in national committees where I became a national officer.  Through attrition, I become a District President then a Regional Vice President and now here I am in front of you as President.

Being a part of HDI Local Chapters has helped reignite my passion for service and support,  has helped me take my service desk to the next level and has given me a great sense of belonging.   Through HDI, I am surrounded by people that think like me, have struggles like me and some that were just looking for that “something else”, just like me.  Through this community,  I have a peer group from all over the nation that celebrates my successes with me, picks me up when I am down  and are the most fun group of people I have the pleasure of knowing.  So, no matter where you are in your career, embrace the HDI Local Chapter community, get involved, stay engaged and you will quickly realize that you too will have a sense of belonging.

Bytes and Banter - Latest Episodes Released!

In the latest episodes of Bytes and Banter, we explore the future of tech and leadership. In Episode 9, Principal Analyst Daniel Thomas discusses the impact of generative AI on tech support, while in Episode 10, Tim Lawes shares his journey from selling Yellow Pages to leading in enterprise AI, highlighting the importance of empathy in sales. Don't miss these insightful conversations on AI, career growth, and the evolving tech landscape!

Watch the episodes here - https://www.youtube.com/@HDILocal/podcasts 

Look for #BytesAndBanter on Apple Podcasts, Spotify and YouTube, or your favorite podcast player. Subscribe and stay updated with our latest episodes, where we delve into diverse topics and hear wonderful stories.

Generative AI First Friday Meetup!

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

What to Expect:

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

 Have Topics or Questions related to Generative AI you would like to be included? Reach out to our VP of Programs, Quinn, at qakrs@rit.edu. Your input shapes our agenda!

This month's topic: What tools do you like and why? What are your best prompts, and how do you think through designing your prompts will be the main conversation questions, however, other sharing and conversation are welcome! 

Date: November 1, 2024

Time: 9:00 AM - 10:00 AM ET             

Location: Virtual!  Registration details sent upon registration.

Cost: Free!

Register Here!

Networking Social - LIVE at Matty's Bar & Grille

Join us for a fun and casual social networking event at Matty's Bar and Grille!

This is the perfect chance to connect with fellow industry professionals, and you'll also get an exclusive sneak peek of the brand-new event center, the future home of our HDI Awards Banquet on December 12th.

Stop out at Matty's and take a tour of their brand new 1,900 square foot private event center!

You'll sample their Taste of Italy buffet, try their delicious crafted cocktails and ask their catering team any questions you might have about planning your next gathering.

Don't miss out on great conversations, tasty bites, and a first look at the venue! See you there!

Date: November 6, 2024

Time: 5:30 PM - 8:00 PM CT             

Location: 14460 W College Ave, New Berlin Wisconsin, 53151

Cost: Free!

Register Here!

If Nature Abhors a Vacuum, Why Does Customer Service (CX) Today Suck?

Greek philosopher and mathematician Aristotle in his Physics Book IV, Section 8, is credited with developing the hypothesis of plenism which has evolved into the modern English phrase, “Nature abhors a vacuum.”

The central concept is that every space must be filled with something – even if that something is imperceptible. This notion was later attacked by the atomists who posited that the universe is an aggregate composition of interdependent, indivisible particles.

But what does physics have to do with IT Service Management…

or Customer Experience for that matter?

Most of IT Service Management, from its introduction in the 1980s through to the early 2020s was very much an atomistic framework. Each IT process danced around the others while functioning in a relatively isolated fashion but within a certain set of normative rules that governed that area – the Service Level Agreements (SLA).

The problem is that end users and customers do not experience the customer journey within those process silos. The customer experience runs end-to-end, and the gaps that exist in the hand-offs between those silos are the vacuum which often drive customer experience failures.

But help is on the way in the form of Experience Level Agreements (XLA) which will serve as the plenist champions – filling the voids that exist between IT practices and helping ensure that the experience doesn’t suck!  

Join multiple award-winning CX thought leader and influencer, Doug Rabold, for this introduction to XLAs and how they can help you avoid the CX suck effect. 

Agenda

1:00–2:00      Presentation: If Nature Abhors a Vacuum, Why Does CX Today Suck?  
2:00–2:30      Roundtable/Q&A

Presenter Biography

Doug Rabold
CXO & Principal Consultant, Bold Ray Consulting

Doug Rabold is a distinguished CXO and Principal Consultant at Bold Ray Consulting, renowned for his expertise in customer experience (CX) and IT service management (ITSM). With multiple accolades as an ITSM Thought Leader and CX Influencer, Doug has been recognized as a four-time LinkedIn Top Voice across various domains, including Customer Experience, IT Strategy, Leadership, and Public Speaking. As a certified and award-winning leader in service management, operations, project management, and relationship building, Doug is passionate about public speaking and developing talent. He is dedicated to driving continual improvement through strategic investments in training, development, and technological resources. His commitment to enhancing employee engagement and customer experience consistently elevates both internal and external business outcomes. A 10-time Top 25 Thought Leader and CX Influencer, Doug is also an international keynote speaker, author, and certified trainer. He specializes in delivering exceptional experiences through cultural transformation, empowering organizations to thrive in an ever-evolving landscape. Doug’s insights and dynamic presentations inspire audiences to embrace change and focus on meaningful engagement to achieve lasting success.

Date: November 8, 2024

Time: 1:00 PM - 2:30 PM ET             

Location: Virtual!  Registration details sent upon registration.

Cost: Free!

Register Here!

HDI Roadmap – Building Yourself One Brick at a Time...by Eddie Vidal

Attending my first HDI conference and becoming an HDI Local Chapter Officer started a journey that has taken me around the world meeting hundreds of dedicated engaged IT professionals. This journey has made me uncomfortable, scared, frightened, excited, happy and so many other feelings which are hard to describe.  Learn how by saying YES, you can learn about sharing experiences, knowledge and relationships to grow your career and along the way learn how working Together We're Better."

Eddie Vidal focuses on Service Operations and Service Delivery. He is a sought-after international speaker in areas of leadership, IT Service delivery, metrics, service desk, call centers, dashboards, team building, organizational change management and continuous service improvement.

Date: November 12, 2024

Time: 12:00-1:00 PM CT             

Location: Virtual.  Details will be sent upon registration.

Cost: Free! 

Register Here!

Minnesota HDI...MinneServiceMingle!

Save the date for this awesome social event hosted by HDI Minnesota! Meet local Service Professionals, build your network and enjoy some food and drink!  Sponsored by Robert Half Talent Solutions.

Date: November 13, 2024

Time: 5:00-7:00 PM CT             

Location: The Fair on Four, MOA: 402 E Broadway, Bloomington, MN 55425

Cost: Free! 

Register Here!

TopGolf Orlando Networking

Come and register for HDI San Francisco Bay Area's Topgolf social event in Orlando while you're at Service Management World. Enjoy a night of fun and connections! Your registration includes golf, food, drinks and a great time with other IT Professionals. 

 What can you expect? 

• Golf!
• Networking with other IT professionals
• Food
• Drinks

What will we discuss?:

• Whatever you want!  This is a social event so come to golf, eat, drink and hang out!

Food/Drink:

• Food buffet provided by Topgolf
• Soda/Beer/Wine

Looking forward to seeing you there!  

Date: November 18, 2024

Time: 5:00 PM - 8:00 PM ET             

Location: Top Golf: 9295 Universal Blvd, Orlando, FL 32819

Cost: ALL local Chapter Members: FREE (Use promo code sfhdicomp), Non-members: $10

Register Here!

Updates from HDI...Check out these great industry happenings!

Join Us This Year in Orlando!  See you soon!

November 17-21, 2024, Loews Sapphire Falls Resort, Orlando. FL

Do you believe a service management-focused culture can be a catalyst for transforming an organization?

If you’re nodding your head, there’s only one place you should be this November…

At Service Management World (SMW) in Orlando.

SMW is the definitive event for service management leaders - a conference and expo totally focused on helping you manage changing customer and business expectations, discover emerging resources and technologies, and stay ahead of evolving practices and frameworks.

Everything shaping the future of service management comes together in the most productive and valuable week of your year.

View the program here!

HDI Local Chapter Members save $400 off of the registration fee!  That's more than twice the cost of a 1 year membership!  If you're not an HDI member, first click here to join, then use your chapter-specific promo code found here to get the discount!

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.

Save 10% on all online and live virtual training classes.  Use code Career2024 to take advantage of this discount offer.  Offer expires November 30, 2024.

Shape IT Support Trends for 2025: Become an HDI Featured Contributor!

HDI is seeking thought leaders like you to share your expertise with our community of IT service and support professionals. From exploring IT support trends for 2025 to offering timeless advice on critical challenges such as staff retention and key performance indicators, this is your opportunity to drive positive change!

As a Featured Contributor, you'll have the chance to:

 Influence IT support trends for 2025: Your insights will guide industry decision-makers and foster innovation.

• Elevate your professional profile: Establish yourself as a recognized expert and gain visibility among a global audience.
• Engage with industry peers: Network with fellow IT support thought leaders and exchange best practices.

As a Featured Contributor, you'll receive: 

• A featured profile on thinkhdi.com
• Exposure in the Support World newsletter and on our LinkedIn page
• A complimentary standard conference pass for an HDI event
• Exposure to our 50,000+ monthly readers

Apply to become an HDI Featured Contributor today! We're accepting applications until November 30, 2024. The 2025 contributor roster will be announced in early January.

Click here to apply!

HDI CONNECT...Where Practitioners Go for Advice!

HDI Connect is the place where support and service management professionals come to expand their knowledge, advance their careers, and find a community that acts like a family. Joining the community is complimentary to you, but priceless to your career and organization!  Click here to sign up!  It's free!

Be Salary Smart | The 2025 Salary Guide From Robert Half

Explore the new 2025 Salary Guide From Robert Half. It's packed with salary information on more than 80 technology roles, as well as the latest hiring, benefits and workplace trends.

Check out the guide to learn:

• What salary you could be earning based on your location and experience
• Competitive salary benchmarks to attract top talent
• Emerging trends in hiring, benefits, and workplace culture

Stay tuned for an upcoming Bytes and Banter Podcast episode featuring Nicole Sims from Robert Half on this topic!

WHY WE'RE HERE...WHAT WE DO

HDI Local Chapters primary mission focuses on elevating the service and support industry through our Local Chapter Network. These goals are accomplished by:

❖ Building a community where people are encouraged to form connections that span different career paths and levels of experience in the service and support industry.

❖ Providing quality communications, educational events, and sharing of best practices among members within the service and support community.

❖ Maintaining a relationship and working closely with HDI Corporate as a strategic partner.

JOIN HDI!

Connect - Learn - Succeed for one low annual membership fee $149 per year.  Students can join for the low price of $29 per year.  Click here to join!

GET SOCIAL WITH US!

THANK YOU TO OUR HDI LOCAL CHAPTER SPONSORS

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