November 16, 2017 — Chapter Meeting

Date:  November 16, 2017
Time:  11:30am – 1:30pm
Location: TEKsystems (BB&T Building), 200 S College Street, Charlotte, NC 28202
Registration: Click here

RSVPOur next HDI Charlotte meeting will be on Thursday, November 16 over lunch from 11:30 AM – 1:30 PM. We encourage all helpdesk, technical support, vendor, and customer service professionals to attend.

Please note that this is a new meeting location. Parking and Directional information is available on our registration page and will be included in your rsvp ticket/email.  (We will validate parking passes).

Topic: The Role of IT in an Enterprise Service Management Strategy

ESM versus ITSM: What’s the Difference?

While there is no universally accepted definition yet for ESM, its basic tenet is not complicated: enterprise systems management is the practice of applying information technology (IT) systems management to other areas of an enterprise or organization with the purpose of improving performance, efficiency, and service delivery.

We will also be conducting our Officer elections at this meeting.

Presenter: Matthew PeeplesCherwell
With over 25 years of experience in providing IT solutions and strategy, Matthew is using his broad background as an Entrepreneur, Technologist and Business owner to help organizations dream and to see the bigger picture of what is possible with Enterprise Service Management.

Matthew Peeples is the VP of Technical Alliances for Cherwell Software. Prior to Cherwell, Matthew was the founder and CEO of Advanced MarketPlace, a nationally recognized ITSM consulting firm, where he was responsible for the day to day operation and strategic direction of the company for twenty years. Advanced MarketPlace was acquired by Cherwell Software in 2016.

Click here to register



blankspacerHDI Charlotte Past News & Events

  • Annual Fall Social – October 14, 2017
    HDI Charlotte held our annual Fall chapter social at a Charlotte Checkers hockey game where we had a reserved, ice-level party booth.
  • Managing Office 365 client using SCCM – September 21, 2017
    HDI Charlotte was treated to a presentation by Jamin Almond (SCCM PFE at Microsoft) where we learned requirements for managing the Office 365 client using SCCM (including the setup and servicing).  We were able to see real-time demonstrations of configuration and deployment.
  • Annual Forum & Vendor Expo: July 20, 2017
    Hosted at the U.S. National Whitewater Center, Charlotte, NC
    Thank you to everyone involved for another
    successful event!

    HDI Charlotte Officers and Event Speakers

    HDI Charlotte hosted its 10th Annual Technology Forum and Vendor Expo featuring networking, informative presentations, industry-renowned vendors, amazing prizes and more!
    Click here for the event page
    We extend a HUGE THANK YOU to our 2017-2018 local chapter Sponsors who make this event (and all others) possible!

  • Cut the ITIL Anchor – May 18, 2017
    HDI Charlotte was treated to a presentation by Matthew Hooper Digital Tranformentalist at Ivanti who explained how Lean ITSM and DevOps can accelerate business velocity covering such topics as:

    • 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.

    Please visit our meetings page for additional details about this meeting.

  • 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).

  • Looking for our past meeting Archives?
    Please visit this page.

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.