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Virtual Community Jason Wischer (Admin) posted an eventLooking for ideas to provide a better, more human experience? Join us on May 14th! see more
This session aims to equip you with the insights and ideas necessary to elevate your
service delivery to new heights and establish your organization as a beacon of exceptional customer care.
Our session will delve into innovative concepts and strategies tailored to meet the dynamic needs of modern customers. Whether you're a seasoned professional or new to the world of customer service, this meeting promises valuable takeaways for all.
Matt Beran – has over 20 years of experience in Service Management. He has served in multiple roles, including positions on the service desk, as a consultant, and experience designer. His clients included enterprises of many sizes and industries.
Known for challenging industry norms and practical approaches to Service Management, Matt is now a Sr. Product Marketing Specialist
at InvGate, a software company building better IT experiences.
He is also the host of Ticket Volume, a podcast powered by InvGate, where he discusses topics such as IT, ITSM, Asset Management, cybersecurity, governance, and career development, along with different guests. In addition, he is a highly-regarded speaker at conferences. His favorite topics introduce new ways of thinking about service experiences and improving team collaboration.
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Communications Terri Oropeza (Admin) posted an articleWelcome to HDI Local Chapters monthly newsletter! Highlighting events and activities around the US. see more
President's Message...
with Liz Bunger
On February 1st, I was laid off. The next day I posted on LinkedIn to let my network know I was open to work. Within 24 hours, multiple people had reposted my post, I received a DM connecting me to someone in my field I didn't previously know, I was connected with a recruiter, I received a phone call just to see if I was doing ok, someone shared great advice on how to create the job I want, I was sent links to job postings with an offer to submit a referral, and I received countless texts and messages lifting me up and telling me how great I am. This is just what happened from my HDI and HDI Local Chapters network. It doesn't include what I received from my other networks. I was more overwhelmed with the support I received than the fact that I was unemployed.
If you were laid off, would your networks do all that for you? Do you have a strong support system that will build you up when you need it most? If you don't, I encourage you to engage more with HDI Local Chapters. They didn't do all that just because I'm President of HDI Local Chapters. They did it because that is how this community works. I hope you'll take advantage of this tremendous benefit in being part of HDI Local Chapters and build your network with us.
HDI Chapter Health Recognition
Congratulations to our 2023 Premier Chapters!
- Central Florida
- Mid-Ohio
- Minnesota
Congratulations to our Rising Star chapters!
- Brew City
- Philly
- San Francisco
- Seattle
These chapters have what is takes to succeed...a dedicated board, solid programming and well run operations that provide great services to their members. Congratulations on the achievement!
AI Is Everywhere! So, how are you leveraging its power?
In this session, we will explore the pervasive influence of artificial intelligence (AI) across our various industries and discuss strategies to harness its potential for maximum benefit.
During this event, we will delve into the following key topics:
- Understanding the ubiquitous presence of AI in today’s world.
- Exploring real-world applications of AI within IT support across diverse sectors.
- Collaboration Tools
- Writing emails (or generating invites like this!)
- Automation at the Service Desk (password resets, virtual agents, etc).
- Learning how organizations are leveraging AI to drive innovation and efficiencies
- Discussing best practices for integrating AI technologies into existing workflows.
- How do we support it?
- How do we keep it secure?
- Addressing common challenges and misconceptions surrounding AI adoption.
With our diverse audience of attendees, there will be a wealth of knowledge and experience shared. We look forward to hearing insights, case studies, and practical tips to help you navigate the AI landscape and unlock its transformative potential.
Whether you’re an AI enthusiast, a business leader looking to enhance operations, or simply curious about the future of technology, this event promises to be both information and engaging.
Don’t miss the opportunity to join fellow members of the HDI Virtual Community as we explore the limitless possibilities of AI. Reserve your spot today!
When: March 12, 2024, 2024. 12:00-1:00 PM CT.
Where: Virtual! Details will be sent before the event.
Cost: Free!
Successful Adoption of IT Service Management (ITSM)
About the Program
Are you having challenges with getting value from your IT Service Management initiatives? What should an overall solution adoption program/project look like? It is a known fact that there is a high rate of project failures in organizations. Are you failing with your ITSM projects, or do you know that you are failing? Success is sometimes measured when projects are completed on time and within budget, but is this really a good measure of success? In this short session, we will discuss some of the key aspects of a solution adoption program in IT Service Management for value and success.
By the end of the session, we will have learned:
- How to improve ITSM programs and projects
- The value of using the ITIL 4 dimensions
- What a roadmap should look like for success
Presented by: Anthony Orr
Speaker bio:
For more than thirty years, Anthony Orr has worked in various lT strategy, managerial, consulting, executive advisory, marketing, and technical positions helping organizations in over 50 countries achieve their service management goals. He currently works at CDW as a ServiceN ow Innovation and Strategy Advisor responsible for all things ITSM. He has also worked as an IT industry investment advisor for corporations, investment firms, and non-profits. He is the VP of Special Events for Houston H DI. Anthony is an lT Thought leader, an author of the ITIL v3 2011 publications and the ITIL MALC exam book, as well as a Sr. Examiner for the Dev0ps, Kanban, Agile, Data Management, ITIL v2, v3, and Cyber-Resilien re certification examinations. Anthony is also a member of the ITAM Committee of Experts. He has published numerous blogs, podcasts, videos, booklets, webinars, white papers, and other articles on various subjects such as ITSM, ITI L, Devops, Project Management, etc. Having lectured at universities around the world, Anthony is also a frequent speaker at local and global industry events. He is also a practicing NLP, meditation, and hypnotherapist expert.
Date: March 15, 2024
Time: 12:00-1:45 PM ET
Location: Virtual. Details will be sent before the event.
Cost: Free!
CTRL + Alt + Conference Follow Up
Join us for an interactive session following up with you and checking in on how change is going or not going for you in 2024.
Deborah Monroe is a highly sought-after speaker, author, and expert on emotional intelligence, team dynamics, inspiring leadership, and leadership development. With her extensive corporate experience and down-to-earth approach, she captivates audiences with engaging and hands-on presentations. Deborah has been consistently rated as a top trainer and speaker for government and HDI conferences, and her message is designed to be universal, as she believes that it is people, not specific industries, who create success within each environment. She is the founder of DRM Development Group and Ignite Achievements Intl, and has also played a key role in the growth of Visiocom USA, an international start-up.
Date: March 19, 2024
Time: 1:00-2:00 PM ET
Cost: Free!
Location: Virtual! Information will be provided with registration.
ITSM Summit: When IT Met Security
AGENDA
- Opening with the Seattle HDI Chapter President
- KEYNOTE Speaker: Megan Slabinski, Robert Half
- LUNCH - Networking
- "When IT Met Security" Speaker: Yasmin Karimli / Tony Giannini
- Host/Guest Speaker: Stephen Heard, King County CTO
- Seattle HDI Raffle
- * Lunch and Parking are provided
Date: March 21, 2024
Time: 11:30-1:30 PM PT
Location: King County, Chinook Building, 401 5th Ave, Seattle, WA 98104
Organizational Change Management: Thriving through Transformation
With Jessica Szalla and Caitlin Price
Let's face it, we face change every day! There are changes in our personal lives and in our professional lives. This change can be overwhelming.
We will use story telling to share our real life perspective of navigating change. We will share our experiences from a practitioners perspective and you will leave with a take away that will help you apply your learnings.
About the Presenters:
Jessica Szalla is a successful IT service and support leader with more than 25 years of experience driving process improvements, reducing costs, developing talent to improve operational efficiency, managing change, and re-engineering processes and departments. A dedicated Giant Eagle team member, Jess currently leads Disaster Recovery, Data Operations, Identity & Access Management, IT Service Management, and the Technology Service Desk. Jess was recognized as a Rising Star by Progressive Grocery through their Top Women in Grocery awards program.
Caitlin Price joined Giant Eagle IT in October 2019 after spending 10 years working in communications, marketing, and meeting planning. Her background is in journalism, and she uses her writing skills and her marketing and communications knowledge to drive ITSM organizational change management. She began as a technical writer at Giant Eagle, creating documentation and training materials for various technologies and applications; in her current role, she focuses on branding and the user experience to assist in IT awareness and educational efforts.
Date: February 16, 2024
Time: 11:30AM - 3:00 PM ET
Location: Beacon Hill Staffing Group, 1501 Reesdale Ave., Suite 201, Pittsburgh, PA 15233
Cost: Free for members, $20 for non-members.
Updates from HDI...Check out these great industry happenings!
Join Us This Year in Denver!
April 27-May 2, 2024, Colorado Convention Center, Denver, CO
SupportWorld Live is headed to Denver in 2024! If you want to stay ahead of the curve and learn about the latest trends in support and service management, then this is the conference for you. With inspiring keynotes and more practitioner-led case studies than ever, this conference is sure to educate and inspire you.
View the program here!
HDI Local Chapter Members get a $350 discount off of the best available rate. That's double the value of membership! If you're not a member yet, click here to join. Then, click here to get your local chapter's promo code (needed to get discount) when you register for the conference.
Early Bird Rate is good until March 26th!
HDI Local Chapters will have a booth in the Expo Hall. Please stop by and visit!
We hope to see you in April! Click here for more information and to register.
Grow your Industry Knowledge with Webinars from HDI!
HDI's content-rich, live webinars, presented by top industry experts and practitioners, cover industry best practices, emerging trends, and service leadership. These periodic webinars keep technical service and support professionals up to date on key issues and offer training on concepts critical to support organization effectiveness. Participate live on the day of the event or on-demand as your schedule permits.
Click here to access the archives.
Expand your Career Options with HDI Training!
Your one-stop-shop for IT Support Training
HDI's IT support certification training provides our customers with a consultative, application-based, interactive learning experience. Our goal is for our customers to be able to take what they learn and immediately apply it in their work environment. From the boardroom to the classroom, from executives to analysts – our industry-leading instructors and cutting-edge course content will improve your service management and IT support skills.
Browse through our robust course offerings, select one of our three training delivery methods, and get started today. Want to talk first with an HDI expert? Click here!
Is your IT support operation due for a check-up?
It’ll be thorough, but nothing too invasive, we promise.
HDI's IT Support Operations Health Check is designed to provide your organization with a quick analysis of your organization's operational effectiveness. Key foundational areas are reviewed and compared to best practices, and recommendations are made based on your organizational goals. An HDI HealthCheck can be conducted live onsite, or through an easy and convenient virtual format!
HDI consultants perform the analysis of your organization’s site, evaluating your customer support center’s service strategy, goal alignment, service and support practices, support services culture, frameworks/methodologies, and service and support.
The HealthCheck process starts with organizations submitting documentation and samples of practices, processes, procedures in place in their current environment. HDI Consultants will review the documentation before arriving onsite (or conducting interviews through virtual web conferencing) where they will conduct observation, interviews, and additional analysis. The last part of the process is creating the HealthCheck summary report.
More information is here.
HDI CONNECT...Now more than Ever!
HDI Connect is the place where support and service management professionals come to expand their knowledge, advance their careers, and find a community that acts like a family. Joining the community is complimentary to you, but priceless to your career and organization! Click here to sign up! It's free!
WHY WE'RE HERE...WHAT WE DO
HDI Local Chapters primary mission focuses on elevating the service and support industry through our Local Chapter Network. These goals are accomplished by:
❖ Building a community where people are encouraged to form connections that span different career paths and levels of experience in the service and support industry.
❖ Providing quality communications, educational events, and sharing of best practices among members within the service and support community.
❖ Maintaining a relationship and working closely with HDI Corporate as a strategic partner.
JOIN HDI!
Connect - Learn - Succeed for one low annual membership fee $149 per year. Click here to join!
And Now...A Word From Our Diamond Sponsor...
Demand for Skilled Talent Report | In-Demand Technology Roles and Hiring Trends
Robert Half surveys of technology hiring managers reveal that recruitment is top of mind for many leaders while 45% of technology professionals plan to look for a new job, seeking higher salaries and enhanced benefits and perks.
In the Demand for Skilled Talent report, you can access exclusive employment trends research that can help you overcome hiring and business obstacles.
Check out the report to learn:
- 2024 hiring and employment trends
- Strategies to help you attract and retain top talent
- Common hiring mistakes and how to avoid them
And stay tuned for an upcoming Bytes and Banter Podcast episode featuring Robert Half on this topic!
GET SOCIAL WITH US!
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Communications Terri Oropeza (Admin) posted an articleHow are you leveraging the power of AI? see more
Date: Tuesday, March 12, 2024
10 am Pacific, 11 am Mountain, 12 pm Central, 1 pm Eastern
Virtual Event Registration
https://www.hdilocalchapters.org/events/virtual-community-ai-is-everywhere-how-to-leverage-its-power-a-roundtable-discussionAI 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!
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Communications Terri Oropeza (Admin) posted an articleSimply the BEST! see more
Congratulations goes to all of our 2024 HDI Best Service and Support Analyst and Technician nominees! This group truly represents the "best of the best" when it comes to our technical support and IT Service Management community. In the coming weeks, the list will be further narrowed by a team of judges and the finalists will be revealed at Support World Live! in April.
A link to all of our award nominees is here:
Congratulations to all!
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Communications Terri Oropeza (Admin) posted an articlePositioning Yourself for Relevance and Success see more
Date: Tuesday, January 9, 2024
10 am Pacific, 11 am Mountain, 12 pm Central, 1 pm Eastern
Virtual Event Registration
https://www.hdilocalchapters.org/events/virtual-community-customer-service-in-the-age-of-ai-positioning-yourself-for-relevance-and-successDo you know a Customer Service Representative that is charming, and patient 24x7x365?
In the ever-demanding realm of customer service, the idea of a charming and patient representative available 24/7 may sound like a fantasy. But, in the era of ChatGPT, AI is stepping up to redefine the game.
AI Representatives, armed with programmed emotional intelligence and a vast data store, have successfully passed the Turing Test, blurring the lines between human and machine interaction. Join Keson Khieu on a journey into the world of customer service in the age of AI and ML, where businesses can strategically leverage these technologies for continued success.
Discover how AI and ML can enhance customer interactions, streamline processes, and elevate the overall customer experience. Welcome to the future, where the synergy of technology and human ingenuity creates a new standard for customer service excellence.
Keson Khieu – CISSP, PMP is a servant-centered leader. Keson has served in the role of a Chief of DHCS Business Intelligence, State Department Chief Information Officer (CIO), Information Security Officer (ISO), Project Director, and Project Manager in the last fourteen years. Keson is also an adjunct faculty member at many Universities and Community Colleges. Keson is currently serving as the CIO at Emergency Medical Services Authority. Keson is passionate about Change Management and Data-driven Digital Information.
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Communications Terri Oropeza (Admin) posted an articleWe're going to Denver for HDI Support World Live! see more
Become a HDI Local Chapters Member and Save $350.00 on SupportWorld Live 2024 Registration!
Before you say, "No, but thanks.", hear us out. One of the awesome benefits of being a HDI Local Chapters Member is that you will receive $350 off registration for HDI's SupportWorld Live 2024 Conference and Expo in Denver, Colorado--April 27-May 02, 2024! So, let's think about this for a minute. By becoming a HDI Local Chapters Member, you pay only $149.00 for an annual membership and you will receive $350.00 off registration to HDI's SupportWorld Live 2024 -- that's still an overall net savings of $201.00 off registration for HDI's SupportWorld Live 2024! PLUS, you enjoy the other benefits of being a HDI Local Chapters Member like 5% off HDI Training.
Also, did you know that being a HDI Local Chapters Member allows you access to resources from other HDI Local Chapters across the United States? So, for example, if you are traveling to or relocating to an area that has another local chapter nearby, you can attend their events as well.To learn more about becoming HDI Local Chapters Members: LEARN
To become a HDI Local Chapters Member: JOIN & SAVE $350.00
Already a member, get your discount code here to receive $350.00 off when registering for HDI's Support World Live 2024.
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Communications Terri Oropeza (Admin) posted an articleLeadership Conferences, Awards, Networking, Training...Something for everyone here! see more
President's Message...
with Liz Bunger
It was so great to see familiar faces and meet new friends at Service Management World in Orlando in November! One of the things that struck me was how few people knew they could save money on conference registration by being an HDI Local Chapter Member. For the low cost of $149 a year, they could have saved $350 on Service Management World AND they could save $350 for Support World Live coming up in April. If you are planning to attend SWL in April, save yourself (or your company) $201 by becoming an HDI Local Chapter Member today! Click here to join!
Bytes and Banter - New Podcast!
Bytes & Banter – a podcast by an HDI Local Chapters will be launching episode 1 - the inaugural episode the first week of December! We will be sitting down with Jessica Green, Practice Director with Robert Half to discuss the Robert Half 2024 Salary Guide. We will discuss all things in the Salary guide around the tech space. An extremely useful resource for job seekers, employees, and employers alike. Our conversation with Jessica is sure to have value for anyone who works in technology! Find the guide here - 2024 Tech Salaries and Hiring Trends | Robert Half and be sure to subscribe to the HDI Local Chapters YouTube Channel and turn on the notifications so you know when the episode drops!
HDI Philly 2023 Leadership Conference
IT Support - It's no Joke!
Get ready to ignite your tech passion, because the future of IT is unfolding before your eyes! Join us for an all-day IT extravaganza that will not only expand your horizons but also tickle your funny bone. From riveting keynote speakers to cutting-edge vendors and a side-splitting comedian, this conference is the ultimate tech-tainment experience you don't want to miss!
Lunch & Comedy Show - Free for all Tech Support Practitioners - Awards & Raffles in the afternoon!
Presentations by the following:
- Steve Simmons: “How Generative AI Helps Service Desk Be Much More Productive”
- Sandy Confer: “Keeping Your Team Engaged in a Virtual World”
- Marie DiRuzza /Chris Chagnon: “Top Ten Trends Affecting Your Service Desk”
Date: Friday, December 1, 2023 from 8:00 AM- 5:00 PM
Location: 33 E. Laurel St., Philadelphia, PA 19123
Cost: Free for practitioners, $100 for vendors
Notes on Parking:
- 1025 N Front Street – must exit lot by 5:00pm
- Directions: This lot has two entrances located on E Allen Street and N Front Street. If you drive past Punch Line on your left (with Fillmore and Brooklyn Bowl on your right) the lot will be on your left just before the stop sign at Front Street. If GPS takes you to Laurel Street with Punch Line on your right (along with Other Half Brewing), you’ll turn right on N Front Street and the lot will be on your right before Allen Street.
Ctrl Alt + Delete/Rebooting Change in 2024
WCNY's 15th Annual Leadership Conference
In a world forever changed by unprecedented events, it's time for a system reboot and reconnection with others. Please join us for the 15th Annual HDI-WCNY Leadership Conference, "Ctrl Alt + Delete/Rebooting Change in 2024," We invite you to embark on an interactive, transformative journey to navigate the new landscape of business with resilience, innovation, and a fresh perspective. Join us to understand the impact of change, explore effective strategies, and create a future where you lead the change, not just follow it.
Why Attend?
- Explore the Impact of Change with our amazing line of speakers, Deborah Monroe, Melissa Mannix, Halyma Blanda, Quinn Karley, Maggie Rivera and Erin Garvin. Gain insights into how change affects individuals and organizations, and learn how to harness its potential when you apply it to your lives and within your teams.
- Mindfulness in Change: Discover the power of mindfulness in proposing, leading, and navigating change. Learn to approach change from a place of understanding, empathy, and wisdom.
- Community Building: Network and connect with like-minded individuals within the vibrant Rochester community. Forge new friendships, share experiences, and build lasting connections.
- Strategic Takeaways: Leave with a concrete strategy to lead the change you've been envisioning or to navigate the change you are currently experiencing in your organization and meet back up with all of us virtually in March 2024 to check-in with each other and the speakers!
Date: Friday, December 19, 2023 from 9:00 AM - 4:30 PM (doors open at 8:30 AM) with a networking happy hour following.
Location: Paychex Auditorium 1175 John St, West Henrietta, NY 14586
Cost: $25 for members, $40 for non-members. Other cost options available.
Please RSVP by December 5th to help the chapter plan meals, giveaways and swag!
Note: Attending virtually is an option!
It's that time of year!
Many chapters are meeting this month to present annual awards and gather for networking. Don't miss out on a great opportunity to join your HDI colleagues for some good food, a great celebration and maybe the opportunity to learn a few new things too! Here's the list:
Gathering on Friday, December 1st from 10:30-3:30 with an awesome lunch and a keynote entitled "The Alex Effect - Can Water Flow Upstream?" by Gregg Greggory, our Washington, DC area chapter has a great event planned.
Details and registration here...
Gathering on Friday, December 8th from 11:30-1:30 for lunch and awards, Motown (Detroit, MI area) had a hard time narrowing down their list of finalists. Come join your HDI colleagues for a great lunch at Craft Brew City in Farmington Hills.
Details and registration here...
Mid-Ohio has a great event planned on December 12th from 12:00-3:30 with a lunch and Kirk Weisler as their keynote speaker! An event not to be missed!
Details and registration here...
Our Brew City (Milwaukee, WI) chapter has their event also on December 12th , but from 5:30-7:30 PM and their awards event features live music!
Details and registration here...
HDI Local Chapters to Launch New Podcast!
Looking for a showrunner to coordinate activities
HDI Local Chapters is looking for a creative showrunner to lead our new podcast, "Bytes and Banter". This role involves overseeing content development, guest coordination, recording, editing, and distribution to engage our HDI Local Chapters community effectively.
Through our new podcast, we aim to educate, inspire, and empower individuals and organizations in the realm of technology and leadership. By bringing together industry experts, thought leaders, and passionate enthusiasts, we will explore the latest trends, advancements, and challenges in the IT world. Through organic conversations from people who are immersed in the IT Support and Service Management leadership. Our podcast will serve as a platform for insightful discussions, thought-provoking conversations, and practical insights on leveraging technology for good and growth. Join us as we foster a community that embraces the transformative potential of IT and collectively works towards building a brighter, more inclusive future
Is this something you can do? Please click here for a link to the complete job description.
Updates from HDI...Check out these great industry happenings!
How About a Gift Membership?
'Tis the season! Whether for you or one of your employees that can be raffled off at the company holiday party, a membership in HDI Local Chapters provides unmatched benefits all year long!
As a member of HDI Local Chapters, not only do you receive conference discounts, but you also have access to some great resources and benefits that make annual membership even more valuable, such as:
- HDI Connect Online Community
- HDI Research
- HDI Resources (toolkits and templates)
- Community of peers for networking, discussion, and growth
- Knowledge Sharing
- Peer Networking
- Problem Solving
- Career Advancement and Lifetime Connections
- Local Chapter Programs, Events, and Learning
- Access to hundreds of educational local events nationwide PLUS virtual programs
- Discounts for Local Chapter Events
- Discounts on Training
- Free Job Board Postings ($25 Value)
Click here to purchase!
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.
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) wjen you register for the conference.
Super Saver Rate is valid until January 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.
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 archives.
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.
GET YOUR ORGANIZATION'S OPERATIONAL EFFECTIVENESS EVALUATED BY EXPERTS
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!
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!
GET SOCIAL WITH US!
THANK YOU TO OUR HDI LOCAL CHAPTER SPONSORS
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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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About hdiwcny
We are a not for profit company that partners with HDI for the success of HDI, HDI Local Chapters, and the IT and Enterprise Service Management and Technical Support communities. Today, we have chapters in over 50 cities across the U.S. and Canada, and are the premiere technical service and support association in the world. HDC is a a 501(c)(6) corporation.
