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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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Bytes and Banter Episode 39: Less Friction, Better Security: Using AI in Identity and Access Management
Tony Garcia did not follow the traditional path into cybersecurity. He started with hands-on IT and database work, moved into service operations roles, and spent nine years at Dyson before joining McDonald's to work on Identity and Access Management. He didn't have a cybersecurity background, but he did have operational experience, curiosity and confidence that service management skills would transfer.
On the latest Bytes & Banter, Tony shares how his team centralized service management across more than 10 Identity and Access Management applications and services, and how AI-assisted analysis now turns days of incident trend work into about 15 minutes, followed by human review. He also talks about why identity security means educating everyone from restaurant crew to corporate staff without getting in the way of their work.
Watch the full conversation: Or listen on Apple Podcasts, Spotify, or your favorite platform.
Listen, Watch, and Join the Conversation
▶️ Watch this episode on YouTube
Catch the full video here of Episode 39: Less Friction, Better Security: Using AI in Identity and Access Management
