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HDI Heartland Quarterly Event
A successful first quarter event is complete for the Heartland Chapter. This event was hosted by TGS. There was a turnout of fifteen people.
The Heartland Chapter President Stephen Sellaro provided chapter updates. Discussion where focussed on the Heartland target of holding Events in March, June, September and December. There will be guest Speakers at each Event and the last Event will be the Awards Ceremony in December. Emphases was placed on the value of these meetings. What do people want to see from these meetings?
Stephen gathered a list of topics of interest for future meetings (Centric guest speaker, work flow process, WFM, metrics, connect wise management, KM, tools, Automation chat bots, availability metrics, and training). If you would like to see a topic not mentioned be sure to contact the Heartland President Stephen Sellaro.
Josh Stahl provided slides on the Cerner Help Desk processes, work flows, tools and metrics. Cerner is a large organization and they have a plethora of applications that they support. They breakdown their support into different segments, that provide backup support for other segments. The ITSM tool of choice is Remedy and the KM of choice is Remedy. They have over 10,000 knowledge articles. They have a proprietary screen/dashboard called DragonDrop that sets on top of the Remedy knowledge management. This helps with the usefulness of the Remedy KM articles.
A great big Thank You goes out to our Host Don Newsom at TGS and to our Guest Speaker Josh Stahl from Cerner.
Don't miss our next Event in June.
Heartland Chapter
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Bytes and Banter Episode 34: Built to Last (Session 403): How Kwik Trip Is Creating a Sustainable Knowledge Culture
Building a sustainable knowledge culture doesn’t happen overnight—but it can transform how teams work, learn, and support each other.
In the latest episode of Bytes and Banter, host Rocky McGuire sits down with the team from Kwik Trip to spotlight their upcoming session at HDI Service & Support World and explore what it really takes to make knowledge part of everyday operations.
Supporting everything from retail stores to corporate and production environments, Kwik Trip’s IT organization has built a knowledge approach that goes beyond documentation—embedding it into workflows, training, and team culture.
The team shares insights on:
Creating a knowledge culture that supports both employees and customers
Starting small and building momentum with existing resources
Training teams to create clear, audience-focused knowledge
Turning knowledge into a long-term driver of efficiency and consistency
This episode highlights how knowledge evolves from a one-time effort into a continuous, organization-wide capability that drives better outcomes across the business.
🎧 Watch the full episode:
https://youtu.be/9qt65JdEVwo
Listen, Watch, and Join the Conversation
▶️ Watch this episode on YouTube
Catch the full video here of Episode 34: SSW Spotlight: Kwik Trip | Built to Last: Creating a Sustainable Knowledge Culture
