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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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HDI Local Chapters...Spring is coming | Navigating Change | Harnessing AI
President's Message...
with Liz Bunger
On February 1st, I was laid off. The next day I posted on LinkedIn to let my network know I was open to work. Within 24 hours, multiple people had reposted my post, I received a DM connecting me to someone in my field I didn't previously know, I was connected with a recruiter, I received a phone call just to see if I was doing ok, someone shared great advice on how to create the job I want, I was sent links to job postings with an offer to submit a referral, and I received countless texts and messages lifting me up and telling me how great I am. This is just what happened from my HDI and HDI Local Chapters network. It doesn't include what I received from my other networks. I was more overwhelmed with the support I received than the fact that I was unemployed.
If you were laid off, would your networks do all that for you? Do you have a strong support system that will build you up when you need it most? If you don't, I encourage you to engage more with HDI Local Chapters. They didn't do all that just because I'm President of HDI Local Chapters. They did it because that is how this community works. I hope you'll take advantage of this tremendous benefit in being part of HDI Local Chapters and build your network with us.
HDI Chapter Health Recognition
Congratulations to our 2023 Premier Chapters!
Central Florida
Mid-Ohio
Minnesota
Congratulations to our Rising Star chapters!
Brew City
Philly
San Francisco
Seattle
These chapters have what is takes to succeed...a dedicated board, solid programming and well run operations that provide great services to their members. Congratulations on the achievement!
AI Is Everywhere! So, how are you leveraging its power?
In this session, we will explore the pervasive influence of artificial intelligence (AI) across our various industries and discuss strategies to harness its potential for maximum benefit.
During this event, we will delve into the following key topics:
Understanding the ubiquitous presence of AI in today’s world.
Exploring real-world applications of AI within IT support across diverse sectors.
Collaboration Tools
Writing emails (or generating invites like this!)
Automation at the Service Desk (password resets, virtual agents, etc).
Learning how organizations are leveraging AI to drive innovation and efficiencies
Discussing best practices for integrating AI technologies into existing workflows.
How do we support it?
How do we keep it secure?
Addressing common challenges and misconceptions surrounding AI adoption.
With our diverse audience of attendees, there will be a wealth of knowledge and experience shared. We look forward to hearing insights, case studies, and practical tips to help you navigate the AI landscape and unlock its transformative potential.
Whether you’re an AI enthusiast, a business leader looking to enhance operations, or simply curious about the future of technology, this event promises to be both information and engaging.
Don’t miss the opportunity to join fellow members of the HDI Virtual Community as we explore the limitless possibilities of AI. Reserve your spot today!
When: March 12, 2024, 2024. 12:00-1:00 PM CT.
Where: Virtual! Details will be sent before the event.
Cost: Free!
Register Here!
Successful Adoption of IT Service Management (ITSM)
About the Program
Are you having challenges with getting value from your IT Service Management initiatives? What should an overall solution adoption program/project look like? It is a known fact that there is a high rate of project failures in organizations. Are you failing with your ITSM projects, or do you know that you are failing? Success is sometimes measured when projects are completed on time and within budget, but is this really a good measure of success? In this short session, we will discuss some of the key aspects of a solution adoption program in IT Service Management for value and success.
By the end of the session, we will have learned:
How to improve ITSM programs and projects
The value of using the ITIL 4 dimensions
What a roadmap should look like for success
Presented by: Anthony Orr
Speaker bio:
For more than thirty years, Anthony Orr has worked in various lT strategy, managerial, consulting, executive advisory, marketing, and technical positions helping organizations in over 50 countries achieve their service management goals. He currently works at CDW as a ServiceN ow Innovation and Strategy Advisor responsible for all things ITSM. He has also worked as an IT industry investment advisor for corporations, investment firms, and non-profits. He is the VP of Special Events for Houston H DI. Anthony is an lT Thought leader, an author of the ITIL v3 2011 publications and the ITIL MALC exam book, as well as a Sr. Examiner for the Dev0ps, Kanban, Agile, Data Management, ITIL v2, v3, and Cyber-Resilien re certification examinations. Anthony is also a member of the ITAM Committee of Experts. He has published numerous blogs, podcasts, videos, booklets, webinars, white papers, and other articles on various subjects such as ITSM, ITI L, Devops, Project Management, etc. Having lectured at universities around the world, Anthony is also a frequent speaker at local and global industry events. He is also a practicing NLP, meditation, and hypnotherapist expert.
Date: March 15, 2024
Time: 12:00-1:45 PM ET
Location: Virtual. Details will be sent before the event.
Cost: Free!
Register Here
CTRL + Alt + Conference Follow Up
Join us for an interactive session following up with you and checking in on how change is going or not going for you in 2024.
Deborah Monroe is a highly sought-after speaker, author, and expert on emotional intelligence, team dynamics, inspiring leadership, and leadership development. With her extensive corporate experience and down-to-earth approach, she captivates audiences with engaging and hands-on presentations. Deborah has been consistently rated as a top trainer and speaker for government and HDI conferences, and her message is designed to be universal, as she believes that it is people, not specific industries, who create success within each environment. She is the founder of DRM Development Group and Ignite Achievements Intl, and has also played a key role in the growth of Visiocom USA, an international start-up.
Date: March 19, 2024
Time: 1:00-2:00 PM ET
Cost: Free!
Location: Virtual! Information will be provided with registration.
Register Here
ITSM Summit: When IT Met Security
AGENDA
Opening with the Seattle HDI Chapter President
KEYNOTE Speaker: Megan Slabinski, Robert Half
LUNCH - Networking
"When IT Met Security" Speaker: Yasmin Karimli / Tony Giannini
Host/Guest Speaker: Stephen Heard, King County CTO
Seattle HDI Raffle
* Lunch and Parking are provided
Date: March 21, 2024
Time: 11:30-1:30 PM PT
Location: King County, Chinook Building, 401 5th Ave, Seattle, WA 98104
Register Here
Organizational Change Management: Thriving through Transformation
With Jessica Szalla and Caitlin Price
Let's face it, we face change every day! There are changes in our personal lives and in our professional lives. This change can be overwhelming.
We will use story telling to share our real life perspective of navigating change. We will share our experiences from a practitioners perspective and you will leave with a take away that will help you apply your learnings.
About the Presenters:
Jessica Szalla is a successful IT service and support leader with more than 25 years of experience driving process improvements, reducing costs, developing talent to improve operational efficiency, managing change, and re-engineering processes and departments. A dedicated Giant Eagle team member, Jess currently leads Disaster Recovery, Data Operations, Identity & Access Management, IT Service Management, and the Technology Service Desk. Jess was recognized as a Rising Star by Progressive Grocery through their Top Women in Grocery awards program.
Caitlin Price joined Giant Eagle IT in October 2019 after spending 10 years working in communications, marketing, and meeting planning. Her background is in journalism, and she uses her writing skills and her marketing and communications knowledge to drive ITSM organizational change management. She began as a technical writer at Giant Eagle, creating documentation and training materials for various technologies and applications; in her current role, she focuses on branding and the user experience to assist in IT awareness and educational efforts.
Date: February 16, 2024
Time: 11:30AM - 3:00 PM ET
Location: Beacon Hill Staffing Group, 1501 Reesdale Ave., Suite 201, Pittsburgh, PA 15233
Cost: Free for members, $20 for non-members.
Register Here
Updates from HDI...Check out these great industry happenings!
Join Us This Year in Denver!
April 27-May 2, 2024, Colorado Convention Center, Denver, CO
SupportWorld Live is headed to Denver in 2024! If you want to stay ahead of the curve and learn about the latest trends in support and service management, then this is the conference for you. With inspiring keynotes and more practitioner-led case studies than ever, this conference is sure to educate and inspire you.
View the program here!
HDI Local Chapter Members get a $350 discount off of the best available rate. That's double the value of membership! If you're not a member yet, click here to join. Then, click here to get your local chapter's promo code (needed to get discount) when you register for the conference.
Early Bird Rate is good until March 26th!
HDI Local Chapters will have a booth in the Expo Hall. Please stop by and visit!
We hope to see you in April! Click here for more information and to register.
Grow your Industry Knowledge with Webinars from HDI!
HDI's content-rich, live webinars, presented by top industry experts and practitioners, cover industry best practices, emerging trends, and service leadership. These periodic webinars keep technical service and support professionals up to date on key issues and offer training on concepts critical to support organization effectiveness. Participate live on the day of the event or on-demand as your schedule permits.
Click here to access the archives.
Expand your Career Options with HDI Training!
Your one-stop-shop for IT Support Training
HDI's IT support certification training provides our customers with a consultative, application-based, interactive learning experience. Our goal is for our customers to be able to take what they learn and immediately apply it in their work environment. From the boardroom to the classroom, from executives to analysts – our industry-leading instructors and cutting-edge course content will improve your service management and IT support skills.
Browse through our robust course offerings, select one of our three training delivery methods, and get started today. Want to talk first with an HDI expert? Click here!
Is your IT support operation due for a check-up?
It’ll be thorough, but nothing too invasive, we promise.
HDI's IT Support Operations Health Check is designed to provide your organization with a quick analysis of your organization's operational effectiveness. Key foundational areas are reviewed and compared to best practices, and recommendations are made based on your organizational goals. An HDI HealthCheck can be conducted live onsite, or through an easy and convenient virtual format!
HDI consultants perform the analysis of your organization’s site, evaluating your customer support center’s service strategy, goal alignment, service and support practices, support services culture, frameworks/methodologies, and service and support.
The HealthCheck process starts with organizations submitting documentation and samples of practices, processes, procedures in place in their current environment. HDI Consultants will review the documentation before arriving onsite (or conducting interviews through virtual web conferencing) where they will conduct observation, interviews, and additional analysis. The last part of the process is creating the HealthCheck summary report.
More information is here.
HDI CONNECT...Now more than Ever!
HDI Connect is the place where support and service management professionals come to expand their knowledge, advance their careers, and find a community that acts like a family. Joining the community is complimentary to you, but priceless to your career and organization! Click here to sign up! It's free!
WHY WE'RE HERE...WHAT WE DO
HDI Local Chapters primary mission focuses on elevating the service and support industry through our Local Chapter Network. These goals are accomplished by:
❖ Building a community where people are encouraged to form connections that span different career paths and levels of experience in the service and support industry.
❖ Providing quality communications, educational events, and sharing of best practices among members within the service and support community.
❖ Maintaining a relationship and working closely with HDI Corporate as a strategic partner.
JOIN HDI!
Connect - Learn - Succeed for one low annual membership fee $149 per year. Click here to join!
And Now...A Word From Our Diamond Sponsor...
Demand for Skilled Talent Report | In-Demand Technology Roles and Hiring Trends
Robert Half surveys of technology hiring managers reveal that recruitment is top of mind for many leaders while 45% of technology professionals plan to look for a new job, seeking higher salaries and enhanced benefits and perks.
In the Demand for Skilled Talent report, you can access exclusive employment trends research that can help you overcome hiring and business obstacles.
Check out the report to learn:
2024 hiring and employment trends
Strategies to help you attract and retain top talent
Common hiring mistakes and how to avoid them
And stay tuned for an upcoming Bytes and Banter Podcast episode featuring Robert Half on this topic!
GET SOCIAL WITH US!
