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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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November Newsletter | HDI Local Chapters... Lots Going On This month! - Take a look!
President's Message...
with Laurie Lukken
You may be wondering, “Who is this person that is now President of HDI Local Chapters”. Here is a little about me: I have been in IT for 29 years with 20 years in a service and support role. I have worked at my current company, NFM, since 2002 and created the service desk 16 years ago. NFM has a flat organizational structure and the average tenure of staff is about 15 years. Due to the structure and unprecedented tenure of the management team, I “dead ended” my upward mobility several years ago. While I was considering my options on what I should do with my career, I received an email from my HDI local chapter about an open officer position. I have been a member of HDI for over a decade and always found the meetings as a great chance to bounce ideas off of like-minded people and learn different tricks of the trade so I was interested in the possibility of getting more involved. So, I did. I started out as part of the Nebraska chapter’s leadership council, then I became an officer and ultimately became the local chapter president. Then, I started getting involved in national committees where I became a national officer. Through attrition, I become a District President then a Regional Vice President and now here I am in front of you as President.
Being a part of HDI Local Chapters has helped reignite my passion for service and support, has helped me take my service desk to the next level and has given me a great sense of belonging. Through HDI, I am surrounded by people that think like me, have struggles like me and some that were just looking for that “something else”, just like me. Through this community, I have a peer group from all over the nation that celebrates my successes with me, picks me up when I am down and are the most fun group of people I have the pleasure of knowing. So, no matter where you are in your career, embrace the HDI Local Chapter community, get involved, stay engaged and you will quickly realize that you too will have a sense of belonging.
Bytes and Banter - Latest Episodes Released!
In the latest episodes of Bytes and Banter, we explore the future of tech and leadership. In Episode 9, Principal Analyst Daniel Thomas discusses the impact of generative AI on tech support, while in Episode 10, Tim Lawes shares his journey from selling Yellow Pages to leading in enterprise AI, highlighting the importance of empathy in sales. Don't miss these insightful conversations on AI, career growth, and the evolving tech landscape!
Watch the episodes here - https://www.youtube.com/@HDILocal/podcasts
Look for #BytesAndBanter on Apple Podcasts, Spotify and YouTube, or your favorite podcast player. Subscribe and stay updated with our latest episodes, where we delve into diverse topics and hear wonderful stories.
Generative AI First Friday Meetup!
We are thrilled to invite you to the Generative AI Monthly Meetup, to explore the latest trends, share insights, and connect with like-minded peers working with Generative AI tools and process. With so much changing so quickly we wanted to create a space where people in the region could connect and learn from each other as we are all in different phases of exploration, testing and adoption.
What to Expect:
Peer Networking: Connect with fellow professionals, exchange ideas, and discuss real-world challenges related to Generative AI.
Learn: Learn about what is happening within the region and what other people are seeing and experiencing within their organizations.
Share: This is an opportunity for you to come and share what you and your team have been up to in the world of Generative AI, the good the bad and the ugly are all welcome.
Open to All: Whether you’re a member or not, everyone is welcome. Spread the word and invite your colleagues! We hope by creating a space for connecting and sharing, we will all be better off as we are all in different places on this generative AI journey.
Have Topics or Questions related to Generative AI you would like to be included? Reach out to our VP of Programs, Quinn, at qakrs@rit.edu. Your input shapes our agenda!
This month's topic: What tools do you like and why? What are your best prompts, and how do you think through designing your prompts will be the main conversation questions, however, other sharing and conversation are welcome!
Date: November 1, 2024
Time: 9:00 AM - 10:00 AM ET
Location: Virtual! Registration details sent upon registration.
Cost: Free!
Register Here!
Networking Social - LIVE at Matty's Bar & Grille
Join us for a fun and casual social networking event at Matty's Bar and Grille!
This is the perfect chance to connect with fellow industry professionals, and you'll also get an exclusive sneak peek of the brand-new event center, the future home of our HDI Awards Banquet on December 12th.
Stop out at Matty's and take a tour of their brand new 1,900 square foot private event center!
You'll sample their Taste of Italy buffet, try their delicious crafted cocktails and ask their catering team any questions you might have about planning your next gathering.
Don't miss out on great conversations, tasty bites, and a first look at the venue! See you there!
Date: November 6, 2024
Time: 5:30 PM - 8:00 PM CT
Location: 14460 W College Ave, New Berlin Wisconsin, 53151
Cost: Free!
Register Here!
If Nature Abhors a Vacuum, Why Does Customer Service (CX) Today Suck?
Greek philosopher and mathematician Aristotle in his Physics Book IV, Section 8, is credited with developing the hypothesis of plenism which has evolved into the modern English phrase, “Nature abhors a vacuum.”
The central concept is that every space must be filled with something – even if that something is imperceptible. This notion was later attacked by the atomists who posited that the universe is an aggregate composition of interdependent, indivisible particles.
But what does physics have to do with IT Service Management…
or Customer Experience for that matter?
Most of IT Service Management, from its introduction in the 1980s through to the early 2020s was very much an atomistic framework. Each IT process danced around the others while functioning in a relatively isolated fashion but within a certain set of normative rules that governed that area – the Service Level Agreements (SLA).
The problem is that end users and customers do not experience the customer journey within those process silos. The customer experience runs end-to-end, and the gaps that exist in the hand-offs between those silos are the vacuum which often drive customer experience failures.
But help is on the way in the form of Experience Level Agreements (XLA) which will serve as the plenist champions – filling the voids that exist between IT practices and helping ensure that the experience doesn’t suck!
Join multiple award-winning CX thought leader and influencer, Doug Rabold, for this introduction to XLAs and how they can help you avoid the CX suck effect.
Agenda
1:00–2:00 Presentation: If Nature Abhors a Vacuum, Why Does CX Today Suck?
2:00–2:30 Roundtable/Q&A
Presenter Biography
Doug Rabold
CXO & Principal Consultant, Bold Ray Consulting
Doug Rabold is a distinguished CXO and Principal Consultant at Bold Ray Consulting, renowned for his expertise in customer experience (CX) and IT service management (ITSM). With multiple accolades as an ITSM Thought Leader and CX Influencer, Doug has been recognized as a four-time LinkedIn Top Voice across various domains, including Customer Experience, IT Strategy, Leadership, and Public Speaking. As a certified and award-winning leader in service management, operations, project management, and relationship building, Doug is passionate about public speaking and developing talent. He is dedicated to driving continual improvement through strategic investments in training, development, and technological resources. His commitment to enhancing employee engagement and customer experience consistently elevates both internal and external business outcomes. A 10-time Top 25 Thought Leader and CX Influencer, Doug is also an international keynote speaker, author, and certified trainer. He specializes in delivering exceptional experiences through cultural transformation, empowering organizations to thrive in an ever-evolving landscape. Doug’s insights and dynamic presentations inspire audiences to embrace change and focus on meaningful engagement to achieve lasting success.
Date: November 8, 2024
Time: 1:00 PM - 2:30 PM ET
Location: Virtual! Registration details sent upon registration.
Cost: Free!
Register Here!
HDI Roadmap – Building Yourself One Brick at a Time...by Eddie Vidal
Attending my first HDI conference and becoming an HDI Local Chapter Officer started a journey that has taken me around the world meeting hundreds of dedicated engaged IT professionals. This journey has made me uncomfortable, scared, frightened, excited, happy and so many other feelings which are hard to describe. Learn how by saying YES, you can learn about sharing experiences, knowledge and relationships to grow your career and along the way learn how working Together We're Better."
Eddie Vidal focuses on Service Operations and Service Delivery. He is a sought-after international speaker in areas of leadership, IT Service delivery, metrics, service desk, call centers, dashboards, team building, organizational change management and continuous service improvement.
Date: November 12, 2024
Time: 12:00-1:00 PM CT
Location: Virtual. Details will be sent upon registration.
Cost: Free!
Register Here!
Minnesota HDI...MinneServiceMingle!
Save the date for this awesome social event hosted by HDI Minnesota! Meet local Service Professionals, build your network and enjoy some food and drink! Sponsored by Robert Half Talent Solutions.
Date: November 13, 2024
Time: 5:00-7:00 PM CT
Location: The Fair on Four, MOA: 402 E Broadway, Bloomington, MN 55425
Cost: Free!
Register Here!
TopGolf Orlando Networking
Come and register for HDI San Francisco Bay Area's Topgolf social event in Orlando while you're at Service Management World. Enjoy a night of fun and connections! Your registration includes golf, food, drinks and a great time with other IT Professionals.
What can you expect?
Golf!
Networking with other IT professionals
Food
Drinks
What will we discuss?:
Whatever you want! This is a social event so come to golf, eat, drink and hang out!
Food/Drink:
Food buffet provided by Topgolf
Soda/Beer/Wine
Looking forward to seeing you there!
Date: November 18, 2024
Time: 5:00 PM - 8:00 PM ET
Location: Top Golf: 9295 Universal Blvd, Orlando, FL 32819
Cost: ALL local Chapter Members: FREE (Use promo code sfhdicomp), Non-members: $10
Register Here!
Updates from HDI...Check out these great industry happenings!
Join Us This Year in Orlando! See you soon!
November 17-21, 2024, Loews Sapphire Falls Resort, Orlando. FL
Do you believe a service management-focused culture can be a catalyst for transforming an organization?
If you’re nodding your head, there’s only one place you should be this November…
At Service Management World (SMW) in Orlando.
SMW is the definitive event for service management leaders - a conference and expo totally focused on helping you manage changing customer and business expectations, discover emerging resources and technologies, and stay ahead of evolving practices and frameworks.
Everything shaping the future of service management comes together in the most productive and valuable week of your year.
View the program here!
HDI Local Chapter Members save $400 off of the registration fee! That's more than twice the cost of a 1 year membership! If you're not an HDI member, first click here to join, then use your chapter-specific promo code found here to get the discount!
Register Here!
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.
Access the Archives here.
HDI Consulting...How can we help?
IT support organizations provide a truly invaluable service - always ready and willing to solve complex problems at a moment's notice. Don't you deserve the same treatment when you have a complex or difficult challenge of your own? At HDI, our ITSM and IT support consulting arm has been providing this industry with the highly-customized, expert guidance and support it deserves for over 35 years. With world-renowned expertise in all aspects of ITSM and customer support, we're your most trusted resource for optimizing support center operations.
Click here for more information.
HDI...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.
Save 10% on all online and live virtual training classes. Use code Career2024 to take advantage of this discount offer. Offer expires November 30, 2024.
Shape IT Support Trends for 2025: Become an HDI Featured Contributor!
HDI is seeking thought leaders like you to share your expertise with our community of IT service and support professionals. From exploring IT support trends for 2025 to offering timeless advice on critical challenges such as staff retention and key performance indicators, this is your opportunity to drive positive change!
As a Featured Contributor, you'll have the chance to:
Influence IT support trends for 2025: Your insights will guide industry decision-makers and foster innovation.
Elevate your professional profile: Establish yourself as a recognized expert and gain visibility among a global audience.
Engage with industry peers: Network with fellow IT support thought leaders and exchange best practices.
As a Featured Contributor, you'll receive:
A featured profile on thinkhdi.com
Exposure in the Support World newsletter and on our LinkedIn page
A complimentary standard conference pass for an HDI event
Exposure to our 50,000+ monthly readers
Apply to become an HDI Featured Contributor today! We're accepting applications until November 30, 2024. The 2025 contributor roster will be announced in early January.
Click here to apply!
HDI CONNECT...Where Practitioners Go for Advice!
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!
Be Salary Smart | The 2025 Salary Guide From Robert Half
Explore the new 2025 Salary Guide From Robert Half. It's packed with salary information on more than 80 technology roles, as well as the latest hiring, benefits and workplace trends.
Check out the guide to learn:
What salary you could be earning based on your location and experience
Competitive salary benchmarks to attract top talent
Emerging trends in hiring, benefits, and workplace culture
Stay tuned for an upcoming Bytes and Banter Podcast episode featuring Nicole Sims from Robert Half on this topic!
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. Students can join for the low price of $29 per year. Click here to join!
GET SOCIAL WITH US!
THANK YOU TO OUR HDI LOCAL CHAPTER SPONSORS
