Skip to Main Content
-
-
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
-
-
July 11, 2025 Edition of Support World News
The latest edition of HDI Support World offers a timely snapshot of the changing landscape of IT support and service management in 2025. In “5 Insights from HDI’s ‘State of Tech Support in 2025’,” Jessica Levco unpacks key industry trends, including optimism about AI’s role in transforming—not replacing—jobs, and growing concerns around economic uncertainty and staff turnover. With 75% of support teams reporting attrition, the article underscores the importance of compensation, work-life balance, and employee recognition.
In “How I Became the Chief Human-in-the-Loop Officer,” Susan Smith makes a compelling case for putting people at the center of AI initiatives. She stresses that effective AI deployment begins with process clarity, clean data, and a strong knowledge base—not just tech enthusiasm.
For those focused on operational resilience, Randy Steinberg’s “6 Techniques to Get to the Root Cause of an IT Outage” equips service desks with proactive strategies to lead root cause analysis efforts and minimize disruptions.
Finally, readers are encouraged to shape the future of the field by contributing to the State of Service Management Survey, with results to be revealed at Service Management World this November.
