We need your help!

March 2015 — Our chapter has achieved membership within the Circle of Excellence for the 7th year in a row! Help us join the 2014 President’s Circle by taking this 3-question survey before Tuesday, March 3, 2015.


Next Local Chapter Event:

March 19, 2015 – Chapter meeting

RSVPJarodGreene

Topic:  Rebuilding the IT Service Desk as a Walk-In IT Engagement
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.

Presenter Bio:  Jarod Greene, Cherwell
Jarod Greene
is the Vice President of Product Marketing at Cherwell Software. Jarod has over 10 years of of IT industry experience. Prior to his role at Cherwell, Jarod was a Research Director at Gartner, where he was responsible for coverage of ITSM processes, organizational structures and enabling ITSM technologies. Jarod has a Bachelor of Arts in Sociology from Trinity College and a Masters of Business Administration from the University of Georgia.

For additional details and/or to register, click here.


HDI Charlotte Past Events

  • 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 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 ! The HDI Charlotte members and their immediate family 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
  • KCS: Knowledge-Centered Support – March 21, 2014
    Rick Joslin provided a practical understanding of how to properly integrate the capture, structure, and re-use of knowledge into the incident management process so as to improve service effectiveness and efficiency.
    Click here to find event photos
    Click here for presentation slides

Presidents Circle 2012

Charlotte achieves 2014 Circle of Excellence Award

March 2015 — Our chapter has achieved membership within the Circle of Excellence for the seventh year in a row!

Help us achieve the 2014 President’s Circle by taking this survey.


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 www.ThinkHDI.com or call +1 719.268.0174.

Interested?
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.