Next Local Chapter Meeting
May 18, 2017


Date: Thursday, May 18, 2017
Time: 11:30 – 1:30pm
Location: Coliseum Centre 6, 2815 Coliseum Centre Drive, Charlotte, NC, 28217 blankspacerOur next HDI Charlotte meeting will be on Thursday, May 18 over lunch from 11:30 AM – 1:30 PM. We encourage all helpdesk, technical support, vendor, and customer service professionals to attend.

Topic: Cut the ITIL Anchor

The idea that workers want to bring their own device is flawed. They don’t want to bring their own, they just don’t want to wait on IT to deliver antiquated solutions. Patience is not a business virtue in a world that expects a rapid pace of change. While ITIL helped manage fragile IT, stable infrastructure is now delivered through cloud and SaaS. However, this does not mean that ITSM has to slowly fall into irrelevance. This session explains how Lean ITSM and DevOps can accelerate business velocity.

Join us to learn:

  • How DevOps, continual deployment and other agile methods can improve governance.
  • How to Transform your ITSM disciplines and systems into velocity engines instead of control systems.
  • How to Identify the four challenges to enterprise agility and how ITSM can morph to meet the need.

Presenter: Matthew Hooper – Digital Tranformentalist
Author, podcaster, blogger, & Twitter addict, Matt Hooper is an engaging international speaker on agile business management, leadership, technology, customer service. His 20+year career has taken him from help desk analyst to CIO. Matt brings practical real-world insights for growing and sustaining business outcomes through organizational agility and customer centricity. An active member of the ITSM, DevOps, Agile communities follow him on Twitter: @Vigilantguy

Click here to RSVP

Thank you to Ivanti for providing this month’s speaker:



All books in our Chapter Library (click here for the listing) are currently for sale with all proceeds donated to charity. Books are $5.00 and Focus Books are two for $1.00. Books will be available at our chapter meetings for purchase or contact us for details.


blankspacerHDI Charlotte Past News & Events

  • Introduction to Software Asset Management – March 16, 2017
    HDI Charlotte was treated to a presentation by Roger Williams, Gartner, who introduced us to the approach of managing new software technologies and platforms via SAM. Please visit our meetings page for additional details about this meeting.
  • Annual HDI Charlotte Awards Luncheon – January 6, 2017
    On January 6, we held our 2017 Analyst of the Year and Desktop Support Technician of the Year Awards Luncheon over a three-course meal at Maggiano’s Little Italy at SouthPark Mall. Our guest speaker was Tom Cooper ( and he presented on “Becoming A Person of Influence – Two Secrets to Incredible Customer Service.”
    Click here for event photos
    Click here to read more about the event on our Meetings page
    Congratulations to our winners:
    Analyst of the Year: Dianne Crawford, Compass Group.
    Desktop Support Technician of the Year: Steven Kuykendall, Piedmont Natural Gas
  • Lowe’s honored with HDI’s Knowledge-Centered Support Award

    Lowe’s KCS Program leaders Chris Meadows, Sr. Manager of IT Support and Gary Ramey, Manager of IT Support

    HDI recently announced the winners of the 2016 HDI Service Management Awards. These awards are given annually to organizations that have enhanced their service management through exceptional leadership, vision, innovation, and achievement of the highest standards of quality and customer satisfaction.

    After a rigorous evaluation process from a hand-picked panel of industry experts and award winning professionals, three finalists were selected for the Knowledge-Centered Support Award. Knowledge-Centered Support is recognized as the set of knowledge management best practices within service management where knowledge is leveraged as an asset of the support organization. The HDI Knowledge-Centered Support Award is given to an organization that has successfully implemented knowledge-centered support adoption. This year’s judges had an exciting outcome, deciding to award two recipients including Lowe’s (HDI Charlotte Chapter Members) and Spectrum Health. On hand to receive the award on behalf of the entire Lowe’s ITS team was Lowe’s KCS Program leaders Chris Meadows, Sr. Manager of IT Support and Gary Ramey, Manager of IT Support (pictured).

  • Key Success Factors in Performance Measurement – November 17, 2016
    HDI Charlotte was treated to a presentation by Jeff Rumburg, Managing Partner at MetricNet, who explained the key success factors in performance measurement from the industry’s top performing Desktop Support organizations. Additionally, as part of our annual food drive and our (new) book sale, we collected 82lbs. of food, $60 in cash as well as $31 (six books and two Focus Series books) which we donated to the Second Harvest Food Bank. Thank you to all who participated! Please visit our meetings page for additional details about this meeting.
  • HDI Charlotte Social Event @ Abari: September 15, 2016
    We had an incredibly fun outing at Abari Game Bar in NoDa. Abari has dozens of classic arcade games, pinball machines, consoles and more! It was definitely an exciting blast from the past! Many Thanks to TEKsystems for helping sponsor this event!
  • Annual Forum & Vendor Expo: July 28, 2016
    Thank you to everyone involved in another successful event!

    HDI Charlotte hosted its 9th Annual Technology Forum and Vendor Expo featuring networking, informative presentations, industry-renowned vendors, amazing prizes as well as a delicious pasta bar for lunch. This event continued the tradition as our largest of the year and was a great opportunity to expand our networks while expanding our knowledge through vendor interaction.
    Click here for event photos
    Click here for the event page
    We extend a HUGE THANK YOU to our 2016-2017 local chapter Sponsors who make this event (and all others) possible!
  • Chris Meadows

    Chris Meadows (left) with co-presenter John Reed, Sr. Executive Director at Robert Half Technology

    HDI Charlotte member Chris Meadows – Sr. Manager of IT Support, Lowe’s Companies – recently participated as both judge and presenter for HDI’s 2016 Manager of the Year award.

    Each year, the HDI (Help Desk Institute) – Manager of the Year award honors a service and support manager who has excelled at supporting any or all IT services within their organization. This award recognizes a leader who demonstrates the highest standards of integrity to serve and advance the technical support industry while driving quality actions, getting results, improving performance, and motivating others to make their best contribution in achieving both team and company goals.

    As the 2015 award winner, Meadows was invited by HDI to serve as award judge and presenter during the 2016 HDI Conference in Orlando, Florida which took place 4/11/16 – 4/15/16. (Click here to view the 2016 award presentation)

Charlotte achieves 2016 Circle of Excellence and President’s Circle Awards

April 2017 — Our chapter has achieved membership within the Circle of Excellence for the ninth year in a row!
We also regained the add-on award for the President’s Circle which is our fifth time earning that.
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.