Next Local Chapter Event:

Business Value Dashboards: Your Pathway to Business Impact Alignment

Friday, September 18, 2015
11:30 AM – 1:30 PM
Piedmont Natural Gas, 4720 Piedmont Row Drive, Charlotte, NC 28210 (GoogleMaps)

RSVPBusiness Value Dashboards: Your Pathway to Business Impact Alignment
Although 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.

Click to view additional details and/or to register

Presenter Bio: Jeff Brooks
Jeffrey BrooksJeffrey Brooks is a Research 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. Mr. Brooks helps clients understand the key metrics, best practices and core processes required for IT to deliver meaningful service and support that align to the goals of the business. Mr. Brooks has also authored numerous publications, including co-authoring “The Help Desk Manager’s Crash Course” (2009), and he has received numerous individual and team awards, such as Customer Service Manager of the Year (2011) by the Stevie Awards for Sales & Customer Service, HDI Team Excellence Award for External Support (2010), and Customer Service Company of the Year (2009) at the NCTA 21 Awards.

Many thanks to our September lunch sponsor!


Click to view additional details and/or to register

Thank you to Piedmont Natural Gas for hosting us!
Piedmont Natural Gas


Last Meeting Recap

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.

Please visit our Meetings Page for a full recap along with links to the event photo gallery, slide decks and more.

THANK YOU to our 2015-2016 chapter sponsors who make events like this possible!

Chris Meadows 2015HDI Charlotte proudly congratulates HDI’s Manager of the Year!

One of our local members and presenters, Chris Meadows (Lowes), won the 2015 HDI Manager of the Year Award as announced at the 2015 HDI Conference on March 26.  Please join us in congratulating him!

Click here for event photos.

HDI Charlotte Past Events

  • 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
  • Lessons from the Journey – September 19, 2014
    One of the mantras for Knowledge Centered Support is “KCS Is A Journey, Not a Destination.”  The KCS journey leverages continual improvement by maturing through a phased adoption model with success represented by specific milestones. By its nature, KCS enables organizations to consistently Capture, Structure and Reuse knowledge assets yet adoption isn’t achieved overnight. This session provided insight into lessons learned throughout Lowe’s KCS adoption journey for the IT Service Desk.
    Click here to view the presentation slides
    Click here to find event photos
  • HDI Charlotte Annual Forum and Vendor Expo – July 24, 2014
    The HDI Charlotte annual Forum and Vendor Expo featured outstanding guest speakers, networking, vendors, over $2,000 in prize giveaways and more. Thanks to all our sponsors, presenters, members and guests for making this year’s conference a resounding success.
    Click here to find event information, slides, photos and more
  • KCS: People, Processes and Tools – Group Panel – May 23, 2014
    It’s been several years since we’ve gathered as an HDI Charlotte group and discussed what’s going on in our organizations and shared knowledge about what has or hasn’t worked for us individually. This event was an opportunity to share knowledge and lessons learned with other local practitioners.We had local practitioners as panelists but the participants made this event advantageous to all of us!A list of well over 20 suggestions/questions from our March meeting surveys was consolidated into three overall topic areas:
    1. People    2. Process    3. Tools
    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.