Activity
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Communications Terri Oropeza (Admin) posted an articleWelcome to HDI Local Chapters monthly newsletter! Highlighting events and activities around the US. see morePresident's Message...
with Liz Bunger
On February 1st, I was laid off. The next day I posted on LinkedIn to let my network know I was open to work. Within 24 hours, multiple people had reposted my post, I received a DM connecting me to someone in my field I didn't previously know, I was connected with a recruiter, I received a phone call just to see if I was doing ok, someone shared great advice on how to create the job I want, I was sent links to job postings with an offer to submit a referral, and I received countless texts and messages lifting me up and telling me how great I am. This is just what happened from my HDI and HDI Local Chapters network. It doesn't include what I received from my other networks. I was more overwhelmed with the support I received than the fact that I was unemployed.
If you were laid off, would your networks do all that for you? Do you have a strong support system that will build you up when you need it most? If you don't, I encourage you to engage more with HDI Local Chapters. They didn't do all that just because I'm President of HDI Local Chapters. They did it because that is how this community works. I hope you'll take advantage of this tremendous benefit in being part of HDI Local Chapters and build your network with us.
HDI Chapter Health Recognition
Congratulations to our 2023 Premier Chapters!
- Central Florida
- Mid-Ohio
- Minnesota
Congratulations to our Rising Star chapters!
- Brew City
- Philly
- San Francisco
- Seattle
These chapters have what is takes to succeed...a dedicated board, solid programming and well run operations that provide great services to their members. Congratulations on the achievement!
AI Is Everywhere! So, how are you leveraging its power?
In this session, we will explore the pervasive influence of artificial intelligence (AI) across our various industries and discuss strategies to harness its potential for maximum benefit.
During this event, we will delve into the following key topics:
- Understanding the ubiquitous presence of AI in today’s world.
- Exploring real-world applications of AI within IT support across diverse sectors.
- Collaboration Tools
- Writing emails (or generating invites like this!)
- Automation at the Service Desk (password resets, virtual agents, etc).
- Learning how organizations are leveraging AI to drive innovation and efficiencies
- Discussing best practices for integrating AI technologies into existing workflows.
- How do we support it?
- How do we keep it secure?
- Addressing common challenges and misconceptions surrounding AI adoption.
With our diverse audience of attendees, there will be a wealth of knowledge and experience shared. We look forward to hearing insights, case studies, and practical tips to help you navigate the AI landscape and unlock its transformative potential.
Whether you’re an AI enthusiast, a business leader looking to enhance operations, or simply curious about the future of technology, this event promises to be both information and engaging.
Don’t miss the opportunity to join fellow members of the HDI Virtual Community as we explore the limitless possibilities of AI. Reserve your spot today!
When: March 12, 2024, 2024. 12:00-1:00 PM CT.
Where: Virtual! Details will be sent before the event.
Cost: Free!
Successful Adoption of IT Service Management (ITSM)
About the Program
Are you having challenges with getting value from your IT Service Management initiatives? What should an overall solution adoption program/project look like? It is a known fact that there is a high rate of project failures in organizations. Are you failing with your ITSM projects, or do you know that you are failing? Success is sometimes measured when projects are completed on time and within budget, but is this really a good measure of success? In this short session, we will discuss some of the key aspects of a solution adoption program in IT Service Management for value and success.
By the end of the session, we will have learned:
- How to improve ITSM programs and projects
- The value of using the ITIL 4 dimensions
- What a roadmap should look like for success
Presented by: Anthony Orr
Speaker bio:
For more than thirty years, Anthony Orr has worked in various lT strategy, managerial, consulting, executive advisory, marketing, and technical positions helping organizations in over 50 countries achieve their service management goals. He currently works at CDW as a ServiceN ow Innovation and Strategy Advisor responsible for all things ITSM. He has also worked as an IT industry investment advisor for corporations, investment firms, and non-profits. He is the VP of Special Events for Houston H DI. Anthony is an lT Thought leader, an author of the ITIL v3 2011 publications and the ITIL MALC exam book, as well as a Sr. Examiner for the Dev0ps, Kanban, Agile, Data Management, ITIL v2, v3, and Cyber-Resilien re certification examinations. Anthony is also a member of the ITAM Committee of Experts. He has published numerous blogs, podcasts, videos, booklets, webinars, white papers, and other articles on various subjects such as ITSM, ITI L, Devops, Project Management, etc. Having lectured at universities around the world, Anthony is also a frequent speaker at local and global industry events. He is also a practicing NLP, meditation, and hypnotherapist expert.
Date: March 15, 2024
Time: 12:00-1:45 PM ET
Location: Virtual. Details will be sent before the event.
Cost: Free!
CTRL + Alt + Conference Follow Up
Join us for an interactive session following up with you and checking in on how change is going or not going for you in 2024.
Deborah Monroe is a highly sought-after speaker, author, and expert on emotional intelligence, team dynamics, inspiring leadership, and leadership development. With her extensive corporate experience and down-to-earth approach, she captivates audiences with engaging and hands-on presentations. Deborah has been consistently rated as a top trainer and speaker for government and HDI conferences, and her message is designed to be universal, as she believes that it is people, not specific industries, who create success within each environment. She is the founder of DRM Development Group and Ignite Achievements Intl, and has also played a key role in the growth of Visiocom USA, an international start-up.
Date: March 19, 2024
Time: 1:00-2:00 PM ET
Cost: Free!
Location: Virtual! Information will be provided with registration.
ITSM Summit: When IT Met Security
AGENDA
- Opening with the Seattle HDI Chapter President
- KEYNOTE Speaker: Megan Slabinski, Robert Half
- LUNCH - Networking
- "When IT Met Security" Speaker: Yasmin Karimli / Tony Giannini
- Host/Guest Speaker: Stephen Heard, King County CTO
- Seattle HDI Raffle
- * Lunch and Parking are provided
Date: March 21, 2024
Time: 11:30-1:30 PM PT
Location: King County, Chinook Building, 401 5th Ave, Seattle, WA 98104
Organizational Change Management: Thriving through Transformation
With Jessica Szalla and Caitlin Price
Let's face it, we face change every day! There are changes in our personal lives and in our professional lives. This change can be overwhelming.
We will use story telling to share our real life perspective of navigating change. We will share our experiences from a practitioners perspective and you will leave with a take away that will help you apply your learnings.
About the Presenters:
Jessica Szalla is a successful IT service and support leader with more than 25 years of experience driving process improvements, reducing costs, developing talent to improve operational efficiency, managing change, and re-engineering processes and departments. A dedicated Giant Eagle team member, Jess currently leads Disaster Recovery, Data Operations, Identity & Access Management, IT Service Management, and the Technology Service Desk. Jess was recognized as a Rising Star by Progressive Grocery through their Top Women in Grocery awards program.
Caitlin Price joined Giant Eagle IT in October 2019 after spending 10 years working in communications, marketing, and meeting planning. Her background is in journalism, and she uses her writing skills and her marketing and communications knowledge to drive ITSM organizational change management. She began as a technical writer at Giant Eagle, creating documentation and training materials for various technologies and applications; in her current role, she focuses on branding and the user experience to assist in IT awareness and educational efforts.
Date: February 16, 2024
Time: 11:30AM - 3:00 PM ET
Location: Beacon Hill Staffing Group, 1501 Reesdale Ave., Suite 201, Pittsburgh, PA 15233
Cost: Free for members, $20 for non-members.
Updates from HDI...Check out these great industry happenings!
Join Us This Year in Denver!
April 27-May 2, 2024, Colorado Convention Center, Denver, CO
SupportWorld Live is headed to Denver in 2024! If you want to stay ahead of the curve and learn about the latest trends in support and service management, then this is the conference for you. With inspiring keynotes and more practitioner-led case studies than ever, this conference is sure to educate and inspire you.
View the program here!
HDI Local Chapter Members get a $350 discount off of the best available rate. That's double the value of membership! If you're not a member yet, click here to join. Then, click here to get your local chapter's promo code (needed to get discount) when you register for the conference.
Early Bird Rate is good until March 26th!
HDI Local Chapters will have a booth in the Expo Hall. Please stop by and visit!
We hope to see you in April! Click here for more information and to register.
Grow your Industry Knowledge with Webinars from HDI!
HDI's content-rich, live webinars, presented by top industry experts and practitioners, cover industry best practices, emerging trends, and service leadership. These periodic webinars keep technical service and support professionals up to date on key issues and offer training on concepts critical to support organization effectiveness. Participate live on the day of the event or on-demand as your schedule permits.
Click here to access the archives.
Expand your Career Options with HDI Training!
Your one-stop-shop for IT Support Training
HDI's IT support certification training provides our customers with a consultative, application-based, interactive learning experience. Our goal is for our customers to be able to take what they learn and immediately apply it in their work environment. From the boardroom to the classroom, from executives to analysts – our industry-leading instructors and cutting-edge course content will improve your service management and IT support skills.
Browse through our robust course offerings, select one of our three training delivery methods, and get started today. Want to talk first with an HDI expert? Click here!
Is your IT support operation due for a check-up?
It’ll be thorough, but nothing too invasive, we promise.
HDI's IT Support Operations Health Check is designed to provide your organization with a quick analysis of your organization's operational effectiveness. Key foundational areas are reviewed and compared to best practices, and recommendations are made based on your organizational goals. An HDI HealthCheck can be conducted live onsite, or through an easy and convenient virtual format!
HDI consultants perform the analysis of your organization’s site, evaluating your customer support center’s service strategy, goal alignment, service and support practices, support services culture, frameworks/methodologies, and service and support.
The HealthCheck process starts with organizations submitting documentation and samples of practices, processes, procedures in place in their current environment. HDI Consultants will review the documentation before arriving onsite (or conducting interviews through virtual web conferencing) where they will conduct observation, interviews, and additional analysis. The last part of the process is creating the HealthCheck summary report.
More information is here.
HDI CONNECT...Now more than Ever!
HDI Connect is the place where support and service management professionals come to expand their knowledge, advance their careers, and find a community that acts like a family. Joining the community is complimentary to you, but priceless to your career and organization! Click here to sign up! It's free!
WHY WE'RE HERE...WHAT WE DO
HDI Local Chapters primary mission focuses on elevating the service and support industry through our Local Chapter Network. These goals are accomplished by:
❖ Building a community where people are encouraged to form connections that span different career paths and levels of experience in the service and support industry.
❖ Providing quality communications, educational events, and sharing of best practices among members within the service and support community.
❖ Maintaining a relationship and working closely with HDI Corporate as a strategic partner.
JOIN HDI!
Connect - Learn - Succeed for one low annual membership fee $149 per year. Click here to join!
And Now...A Word From Our Diamond Sponsor...
Demand for Skilled Talent Report | In-Demand Technology Roles and Hiring Trends
Robert Half surveys of technology hiring managers reveal that recruitment is top of mind for many leaders while 45% of technology professionals plan to look for a new job, seeking higher salaries and enhanced benefits and perks.
In the Demand for Skilled Talent report, you can access exclusive employment trends research that can help you overcome hiring and business obstacles.
Check out the report to learn:
- 2024 hiring and employment trends
- Strategies to help you attract and retain top talent
- Common hiring mistakes and how to avoid them
And stay tuned for an upcoming Bytes and Banter Podcast episode featuring Robert Half on this topic!
GET SOCIAL WITH US!
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Communications Terri Oropeza (Admin) posted an articleEvents and information for the HDI Community! see more
President's Message...with Liz Bunger
One of the biggest benefits I have found of my association with HDI and HDI Local Chapters is the networking opportunities. I have personally improved my industry knowledge, changed processes (for the better), and even won an award, all because of my HDI Local Chapter connections. I can't tell you how many people I've met who have found jobs through their HDI Local Chapters networks. All those benefits don't even include the amazing friends I have made across the country. We'd love the opportunity to network with you at an upcoming in-person or virtual event!
Annual Leadership Conference & Vendor Expo IT Service and Support 360!
COME take advantage of a unique opportunity to hear cutting-edge ITSM keynotes from industry experts! Also network with a dynamic group of service and support and IT service management industry leaders at HDI Capital Area’s one day Leadership Conference and Vendor Expo here in the D.C. Metro Area. Our conference theme, IT Service and Support 360, encompasses several facets of the support industry including topics on experience management, the foundation of high-performing teams, ITSM solutioning, creating your personal brand as you embark upon your IT career, and a senior leadership panel on the future of IT. We have an information-packed day lined up, featuring dynamic speakers and vendors to share information and tools to help you, your team members of all levels, and your organization be successful now and into the future. This is your time to LEARN.GROW.ACHIEVE!
Thanks to our vendor sponsors, we are able to offer this event FREE to members and $25 to non-members. This is up to a $100.00 value that attendees can add back to their training budget. In addition to a strong program, the event will include networking time with industry professionals, breakfast, lunch, refreshments, and GREAT PRIZES that include gift cards and more!
- Date: October 6th, 2023 from 9:00-4:00 PM ET
- Location: Kossiakoff Center, 11100 Johns Hopkins Road, Laurel, MD 20723
- Cost: Free for members, $25 for non-members
ITIL Simulation
How well do you know ITIL? At this event, teams will engage in real scenarios tailored to organizational challenges to better adopt and strengthen ITIL processes. Teams will work together, promoting a culture of collaboration, bringing to the service the benefits of the ITIL framework and related tools. When you return back to your organization, you'll be in a better position to use IT tools more effectively and respond more quickly to changing business requirements.
- Date: October 25, 2023, from 12:00-4:00 PM ET
- Location: 2 Christy Drive, Chadds Ford, PA 19317
- Cost: Free!
Arizona HDI - Local Chapter Meeting
Join us at the OHSO Brewery for an evening of networking. The venue has football and a dog friendly patio. We'll be serving appetizers and yes, there will be a raffle! First 15 people to show will get 2 drinks free!
- Date: October 26, 2023, from 5:30-8:00 PM
- Location: 335 N. Gilbert Rd., Gilbert, AZ 85234
- Cost: Free!
Updates from HDI...Check out these great industry happenings!
November 11-15, 2023, Loews Sapphire Falls Resort, Orlando, FL
With three decades of experience as a resource for service management and technical support professionals, HDI doesn’t just stay ahead of industry trends—we help set them. Let our program, our experts, and your fellow attendees help you embrace today’s ever changing landscape. Attend the definitive event for Service Management professionals and propel your business and career forward. Reserve your spot today!
HDI Local Chapter members save $350! That pays for your membership!Not a member? A link to join HDI Local Chapters is at the bottom of this newsletter. After joining (or if you are a member now) click here to search for your local chapter's promo code to add it to your conference registration to receive the discount.
HDI Local Chapters will have a booth in the Expo Hall. Please stop by and visit!
We hope to see you in November! Click here for more information and to register.
Now Taking Submissions for HDI Awards!
Validation feels pretty good, doesn't it? Acknowledgment and celebration goes a long way toward keeping employees satisfied, teams performing at a high level, and leadership engaged.
Each year, HDI honors the very best in the technical support and service management profession, recognizing the individuals, teams, and organizations that have achieved and maintained the highest standards of quality and customer satisfaction. Every finalist gets one free pass to attend the award ceremony, hosted at SupportWorld Live.
Click here to apply!
WEBINARS FROM HDI
HDI maintains a comprehensive list of archived webinars on a wide variety of topics over the past several years. Good information and it is free!
October's Topic: "Transform Service Management (from IT to HR) with GenAI"
The challenges of providing service management to organizations have evolved from fulfilling basic service requests to deploying and supporting new and emerging enterprise-scale tools and technologies, helping automate business workflows and return solid ROI. Today, service management leaders and their teams are asked to provide solutions that support digital transformation initiatives in addition to enhancing and expanding predictable service delivery throughout the business.
Join HDI Principal Analyst Tim McElgunn, Freshworks’ Ken Gonzalez, and a panel of industry experts on October 3 to discuss how GenAI can help enterprises level up service delivery across the organization. Explore use cases on how IT departments are extending their skills, experience, and knowledge of IT service management to other departments (such as HR) to deliver high-quality, consistent, and continually improving services.
In this hour-long panel discussion, you’ll learn:- Best practices to avoid potential pitfalls of an AI transformation.
- How AI-powered self-service and knowledge management can help free up IT staff AND improve employee interactions with HR and other departments.
- What to expect as these powerful tools evolve and employees learn to leverage them effectively.
Date: Tuesday, October 3, 2023 at 1:00 PM ET
HDI TRAINING
HDI offers certification courses to enhance the knowledge of your team. Courses available on a wide variety of topics that will improve thew operations of your service desk. Click here for schedule. HDI Local Chapter members receive a 5% discount off of the published training rates!
Back to School Super Savings Program!
HDI Online Certification and Training - Buy2Get1Free*! Request discount through your account executive.
*of equal or lesser value. Hurry! Expires October 13, 2023
Choose from...Customer Service Representative, Desktop Advanced Support Technician, Support Center Analyst, KCS Foundation, KCS Principes, Support Center Team Lead.
This is a great opportunity to improve your team's service management and IT support skills!
IS YOUR SUPPORT CENTER DUE FOR A CHECK-UP?
IT support organizations provide a truly invaluable service - always ready and willing to solve complex problems at a moment's notice. Don't you deserve the same treatment when you have a complex or difficult challenge of your own? At HDI, our ITSM and IT support consulting arm has been providing this industry with the highly-customized, expert guidance and support it deserves for over 30 years. With world-renowned expertise in all aspects of ITSM and customer support, we're your most trusted resource for optimizing support center operations.
All HDI consulting services can be conducted virtually!
Click here for more information.
HDI CONNECT...Now more than Ever!
Need someone to lean on during these difficult times? Need some help in solving some problems? HDI Connect is where our community comes together to help each other. Click here to sign up! It's free!
HDI STANDS FOR A DIVERSE AND INCLUSIVE COMMUNITY
HDI supports an inclusive community of service and support professionals. In today's climate, it is one thing for us to stand and support these intentions; it's another thing to take action around them.
Click here to read our action plan and become involved in making a difference.
JOIN HDI!
Connect - Learn - Succeed for one low annual membership fee $149 per year. Click here to join!
GET SOCIAL WITH US!
THANK YOU TO OUR HDI LOCAL CHAPTER SPONSORS
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Communications Terri Oropeza (Admin) posted an articleSeptember 2023: HDI Local Chapters...News You Can Use! see more
Welcome to HDI Local Chapters monthly newsletter! Highlighting events and activities around the US.
President's Message...
with Liz Bunger
Did you know that when you become a member of HDI Local Chapters you are a member of all HDI Local Chapters, not just the one where you live? You are welcome to attend any event at the member's price and many of our chapters are offering hybrid or virtual events. Check out our events calendar to see what is going on in our community. We would love to have you join us.
Welcome to our Newsletter!
Welcome to HDI Local Chapters! Our membership unlocks access to professional communities, events and activities designed to advance your career as an IT Technical Support or Service Management leader. With chapters and members all over the United States, staying connected is easy to do!
Published the last day of each month, this newsletter pulls together information from the HDI Local Chapters (www.hdilocalchapters.org) and HDI (www.thinkhdi.com) websites as well as from other sources. We hope to see you at one of our events soon!
Service Desk Transformations: Four Case Studies
The modern IT Service Desk is the point of entry for all IT support related needs. It stands to reason that this team needs to be high functioning, high performing, efficient and be the friendly face of IT for your end users. What happens when this isn’t the case? It could be that the Service Desk team is missing any of the marks mentioned or maybe needs to be re-evaluated for other reasons.
Many companies have gone back to square one to re-evaluate what to do to improve the Service Desk, and therefore the experience for the end users. What is the best way to move the needle to get your team to be all those things and more? The Virtual Community is partnering with a group of Service Desk leaders to share their journey of transforming their Service Desk models. They are at various stages of their adventures, from just beginning to completion of the transformation.
Panelists: Donald Chu, Kristi Lawrence, Laurie Lukken, Teresa Pelley. Moderated by Jason Wischer.
- Date: September 12, 2023, 1:00-2:00 PM CT
- Location: Virtual! Invitation sent before event.
- Cost: Free!
HDI Motown - Total Experience Management
Looking for an opportunity to connect with like-minded individuals and learn more about creating exceptional experiences? Look no further! We're excited to invite you to a special encore SupportWorld Live conference presentation where we'll be discussing the Total Experience, a concept that goes beyond customer and employee satisfaction. Whether you're on the front lines working directly with customers, managing a team, or making important decisions for your company, this event is for you.
Register for this hybrid event offered both in persona and virtually on Thursday September 14, 2023 beginning at 12:00pm ET.
Join us for an engaging discussion, network with fellow attendees, and leave with a wealth of knowledge to help you create unforgettable experiences. Don't miss out on this chance to elevate your total experience game!
Total experience is a holistic approach to creating exceptional experiences for customers that extends beyond traditional customer service. It takes into account every aspect of a customer's journey, including interactions with employees, digital touch points, product design, and more.- Date: September 14th, 2023 from 12:00-2:00 PM ET
- Location: Virtual and 4000 Town Center Suite 200, Southfield, MI 48075
- Cost: Free for members and non-members
Service Management Summit
Featuring 2 keynote presentations:
- Eva Benn: AI Unleashed. Securing the Future in a World We No Longer Recognize.
- Boris Gancharov: The Future of Cybersecurity.
Additional Topics:
- CMDB Serves Beyond Service Desk and IT.
- Service Management Panel (Local Seattle ITSM Leadership)
- How to Build an IT Service Management Team
- Date: September 28, 2023, from 3:00-6:00 PM PT
- Location: 10400 NE 4th St, Bellevue, WA 98004, USA
- Cost: Free!
Updates from HDI...Check out these great industry happenings!
November 11-15, 2023, Loews Sapphire Falls Resort, Orlando, FL
With three decades of experience as a resource for service management and technical support professionals, HDI doesn’t just stay ahead of industry trends—we help set them. Let our program, our experts, and your fellow attendees help you embrace today’s ever changing landscape. Attend the definitive event for Service Management professionals and propel your business and career forward. Reserve your spot today!
Early bird pricing expires on September 29th. Reserve your spot today and save $400!HDI Local Chapter members save another $350! That pays for your membership and a whole lot more!
Not a member? A link to join HDI Local Chapters is at the bottom of this newsletter. After joining (or if you are a member now) click here to search for your local chapter's promo code to add it to your conference registration to receive the discount.
We hope to see you in November! Click here for more information and to register.
HDI STANDS FOR A DIVERSE AND INCLUSIVE COMMUNITY
HDI supports an inclusive community of service and support professionals. In today's climate, it is one thing for us to stand and support these intentions; it's another thing to take action around them.
Click here to read our action plan and become involved in making a difference.
HDI CONNECT...Now more than Ever!
Need someone to lean on during these difficult times? Need some help in solving some problems? HDI Connect is where our community comes together to help each other. Click here to sign up!
WEBINARS FROM HDI
HDI maintains a comprehensive list of archived webinars on a wide variety of topics over the past several years. Good information and it is free! Click here to access the library and to view what is coming up.
HDI TRAINING
HDI offers certification courses to enhance the knowledge of your team. Courses available on a wide variety of topics that will improve thew operations of your service desk. Click here for schedule. HDI Local Chapter members receive a 5% discount off of the published training rates!
Back to School Super Savings Program!
HDI Online Certification and Training - Buy2Get1Free*! Request discount through your account executive.
*of equal or lesser value. Expires October 13, 2023
Choose from...Customer Service Representative, Desktop Advanced Support Technician, Support Center Analyst, KCS Foundation, KCS Principes, Support Center Team Lead.
This is a great opportunity to improve your team's service management and IT support skills!
IS YOUR SUPPORT CENTER DUE FOR A CHECK-UP?
It’ll be thorough, but nothing too invasive, we promise!
HDI's IT Support Operations Health Check is designed to provide your organization with a quick analysis of your organization's operational effectiveness. Key foundational areas are reviewed and compared to best practices, and recommendations are made based on your organizational goals. An HDI HealthCheck can be conducted live onsite, or through an easy and convenient virtual format!
Click here for more information..
JOIN HDI
Connect - Learn - Succeed for one low annual membership fee $149 per year. Click here to join!
GET SOCIAL WITH US!
THANK YOU TO OUR HDI LOCAL CHAPTER SPONSORS
