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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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December 5, 2025 Edition of Support World News
HDI Support World: Budget Smarts, Strategic Thinking & Black Friday Deals for IT Pros
This week’s HDI Support World newsletter offers practical insight for service desk leaders tackling year-end planning—plus a timely reminder to invest in professional development before the clock runs out.
In the lead article, Gil Brucken delivers 6 budget planning tips for service desk leaders preparing for the upcoming fiscal year. With payroll being the hardest line item to justify, Brucken encourages teams to bring more than just numbers to the table—he advises pairing data, creativity, and strategic storytelling to demonstrate clear ROI. The goal: build a case that aligns budget asks with business value.
Meanwhile, Ginette Andre reminds readers that HDI’s Black Friday Sale is in full swing—offering 15% off all online and virtual training courses with the code HDIBLACK15 (valid through Dec. 5). It’s a smart opportunity to use leftover 2025 budget or jumpstart 2026 development goals.
Also featured in HDI’s "Best of 2025" countdown is an article from Linda Lenox, coming in at No. 7. In it, she emphasizes that ITSM is the heart of the service desk. If teams are constantly firefighting, it’s often because they haven’t been trained to understand the bigger picture. Helping frontline staff connect their daily tasks to strategic service management principles can elevate their mindset—and their impact.
From budget tactics to training deals to mindset shifts, this newsletter gives service leaders the tools to finish 2025 strong and lead smarter in the year ahead.
