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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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April 18, 2025 Edition of Support World News
Are We Missing the Moment in IT Leadership? Reflections from HDI SupportWorld
In the latest issue of HDI SupportWorld, several thought-provoking articles call attention to the crossroads we face in IT support, leadership, and innovation—particularly in how we prepare the next generation.
AI Avoidance: A Missed Learning Opportunity
In “AI Avoidance in Schools: Are We Failing the Next Generation of IT Leaders?”, Susan Smith shares an eye-opening moment from a high school business competition where students avoided AI tools—not because they didn’t want to use them, but because they were told not to. Her story raises an important question: Are we blocking innovation instead of teaching responsible use? For IT leaders unsure how to introduce AI, she recommends starting small, leveraging tools already in use, and showing how AI can complement—not replace—human skill.
Automation is Not Optional
Rocky McGuire’s article, “Why All IT Support Should Be Automated,” brings the urgency. With billions invested in AI startups and support expectations evolving, he argues that forward-thinking teams should champion automation as a way to reduce friction and improve service delivery. This isn’t just about keeping up—it’s about staying relevant.
Voices and Opportunities
We also hear from Kirk Weisler in a special video message about why SupportWorld Live is a can’t-miss experience for IT pros, packed with inspiration, case studies, and community. And if you’ve ever dreamed of sharing your own lessons learned, today’s the final day to submit a speaker proposal for Service Management World—a perfect stage to share your expertise.
As IT leaders, educators, and support professionals, we’re shaping the future of service and leadership. Let’s make sure we’re not just keeping up—we’re leading the way.
