Newsflash!  National Customer Service Week is October 5-9!

HDI Charlotte’s own Chris Meadows was published to HDI’s Blog this week on the ways his Service Desk will be celebrating their contributions.  Click here to read his posting.


Next Local Chapter Event:

Join Us For A Roundtable Lunch Discussion Presented by HDI

HDI Forums bring together support center leaders to solve problems, brainstorm, provide lessons learned, network and build a stronger community.  During this event, we will spend time in a roundtable discussion which will provide you with a small example of what takes place during an actual HDI Forum meeting. The HDI Forums provide HDI Forum members with the unique opportunity to collaborate and share thoughts, ideas, best practices, and the most pressing issues facing today’s technical service and support operations.  Forum meetings are among HDI’s most valuable membership benefits, giving leadership professionals the opportunity to meet and learn from others who share their passion in an open, non-competitive environment.

Date: October 8, 2015
Time: 11:30 – 2:00
Location: 2300 Yorkmont Road, Charlotte, NC 28217
Click here to RSVP

Lunch will be provided

HDI Forum Roundtable Agenda:

  • Check-in and Networking: 10 minutes
  • Welcome, Introductions, Icebreaker: 15 minutes
  • High Level Overview of the HDI Forums: 20 minutes (lunch provided during presentation)
  • Break: 15 minutes
  • Roundtable: Discuss Issues, Challenges, Solutions, Initiatives, Success Stories: 90 minutes

Be sure to include your roundtable topic suggestions when you register.


Last Meeting Recap

Business Value Dashboards: Your Pathway to Business Impact Alignment:  September 18, 2015

Jeffrey BrooksAlthough still a relatively new concept, the business value dashboard (BVD) is piquing the interest of many. I&O leaders are looking for ways to not only show the impact they have on the business, but also to demonstrate that I&O drives value and that it should be viewed as much more than just another operational cost. Learn the primary concepts for building your next BVD and gain an understanding of how to evaluate and purchase appropriate tools.

Our presenter was Jeffrey Brooks — Managing Vice President in the IT Operations Management team of Gartner. His research focuses on IT service management, including service desk, incident management, problem management, change management, process improvement (including the ITIL framework) and SLA management, as well as IT service catalog.

Many thanks to Brooksource for providing lunch as well as Piedmont Natural Gas for hosting us!

Click here for event photos


HDI Charlotte Past News & Events

  • Annual Forum & Vendor Expo: August 6, 2015
    HDI Charlotte hosted its 8th Annual Technology Forum and Vendor Expo featuring networking, informative presentations, industry-renowned vendors, amazing prizes as well as a delicious Ruth’s Chris Steak House lunch. This event continued the tradition as our largest of the year and was a great opportunity to expand our networks as well as to increase your knowledge of our industry through vendor interaction. Registration was free for HDI members and $10.00 for non-members. For non-members, we signed them up for their first year’s HDI membership at no additional charge. Please visit our Meetings & Events for slides, photo galleries, speaker topics/bios and more!
  • HDI has released a new “What is HDI” video worth reviewing.  Click here!
  • Rebuilding the IT Service Desk as a Walk-In IT Engagement – March 19, 2015
    Jarod Greene from Cherwell shared his expertise: “Reports of the demise of the IT service desk have been greatly exaggerated. The log-and-flog IT help desk is dated and needs to be put to pasture, in place of a new, modern approach to service management that centers around the business consumer of services. IT leaders must use the high levels of IT service desk awareness and context data at their disposal to turn users who have traditionally disliked the IT departments into promoters to recognize and ascertain value. This transformation requires a fundamental shift of ITSM people, processes, and platforms, which this presentation is designed to outline.”
    Click here for event photos
    Click here for event slides
  • AOY Luncheon – January 16, 2015
    We held our annual Analyst of the Year and Desktop Technician of the Year Awards Luncheon at Maggiano’s Restaurant at South Park Mall. This event recognized those who make a daily difference to our organizations. We feasted upon a 3-course, family-style lunch while being treated to the insights of one of our past chapter presidents, Jeffrey Brooks.
    Click here to view our AOY Winner
    Click here to view our DST Winner (who also won at the regional level — Way to go!!)
    Click here for event photos
  • Self Service Support – November 21, 2014
    Thanks to your generosity — We collected 310 lbs. of food and $70 in cash at this meeting which we donated to the Second Harvest Food  Bank of Metrolina.  Thank you!!
    Jeff Hance from LANDesk shared his expertise:  “The pain point many people experience with customer service is having to wait for a response from a company support agent. Even if it’s 30 minutes, it’s still time customers can’t use a product or service the way it’s intended. That’s why self-service support, such as a customer portal, is essential.”
    Click here for event photos
    Click here for event slides
  • HDI Charlotte Fall Social – October 18, 2014
    Charlotte HDI had a social at a Charlotte Checkers Hockey Game for its annual Fall event for 2014! HDI Charlotte members and their immediate families enjoyed a private VIP ice-level box! We were doubly lucky since it was opening night!
    Click here to find event photos


Charlotte achieves 2014 Circle of Excellence Award, President’s Circle

March 2015 — Our chapter has achieved membership within the Circle of Excellence for the seventh year in a row!
Click here to learn more.


What is HDI?

Here’s a quick video introduction on Youtube:  What is HDI?

A UBM Tech company, HDI is the professional association and certification body for the technical service and support industry. Facilitating collaboration and networking, HDI hosts acclaimed conferences and events, produces renowned publications and research, and certifies and trains thousands of professionals each year. HDI also connects solution providers with practitioners through industry partnerships and marketing services.

Guided by an international panel of industry experts and practitioners, HDI serves a community of more than 120,000 technical service and support professionals and is the premier resource for best practices and emerging trends.

Headquartered in Colorado Springs, CO, HDI offers training in multiple languages and countries. For more information, visit or call +1 719.268.0174.

If you are interested in learning more about the Charlotte Chapter of the HDI, presenting, sponsoring or attending one of our meetings, or simply being included on notifications of events, please contact us — one of our officers will be more than happy to reach out to you.

When do we meet next?
Click here to read about our next meeting.