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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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September 4, 2026 Edition of Support World News
Growing People While Modernizing Service
The latest issue of HDI SupportWorld highlights an important theme for service and support leaders: moving forward requires investing in both people and technology. As AI and automation continue to change how support is delivered, strong leadership, professional development, and human expertise remain just as important.
One article explores the value of mentorship in leadership. Rocky McGuire shares how reaching out to someone he admired professionally ultimately led to a mentoring relationship that helped shape his career. It is a great reminder that mentors do not always appear on their own. Sometimes we have to make the first move, ask for guidance, and build relationships with people who can challenge us and help us grow.
The newsletter also looks at modernizing service and support. Mike Hanson emphasizes that modernization should not simply mean replacing people with AI. Instead, organizations can use AI and self-service for routine tasks while allowing support professionals to focus on more complex work that requires experience, problem-solving, and human interaction. The goal is not fewer people—it is using people's talents where they can provide the most value.
Finally, HDI is encouraging service and support professionals to share what they have learned. The Call for Speakers for HDI Service & Support World opens September 8, with proposals due October 2. First-time speakers are encouraged to participate, with coaching and mentoring opportunities available to help them take that first step.
This issue is a good reminder that the future of service management is not just about new technology. It is about developing people, sharing knowledge, building relationships, and being willing to grow.
