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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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June 5, 2026 Edition of Support World News
HDI SupportWorld: Trust, Excellence, Experience, and Career Growth
This week’s HDI SupportWorld newsletter highlights a critical truth for service and support professionals: technology may be changing rapidly, but trust, people, and continuous learning remain at the center of success.
In the lead article, Jessica Levco shares key insights from Tony North’s HDI Service & Support World lightning talk on AI adoption. His message was clear: trust should be the first design principle of any AI initiative—not the final goal. Through examples ranging from biased hiring algorithms to AI-driven scheduling failures, North demonstrated how support teams often become the frontline responders when AI systems fail. The lesson for leaders is to build governance, transparency, and human oversight into AI strategies from the beginning.
The newsletter also celebrates Cheryl Buzicky of Infinite Campus, recipient of the 2026 HDI Best Service & Support Analyst Award. Working in highly complex technical areas, Cheryl has earned a reputation for patience, authenticity, and a commitment to teaching customers rather than simply solving problems. Her example highlights how service excellence is often defined by how we empower others.
Looking ahead, HDI invites professionals to participate in the upcoming HDI & ICMI Idea Exchange on Experience Management. The session will explore how organizations are approaching the end-to-end customer journey and creating better experiences across every touchpoint.
Finally, HDI encourages professionals to invest in their growth through its summer training promotion, offering role-based learning opportunities for frontline analysts, managers, and senior leaders alike.
Together, this issue reinforces a powerful message: great service happens when technology, trust, experience, and people development work together.
