Meetings & Events

Next Local Chapter Meeting

Topic:  Managing Office 365 with SCCM
Date:  Thursday, September 21, 2017
Time:  11:30 AM – 1:30 PM
Location: Coliseum Centre 6 | 2815 Coliseum Centre Drive | Charlotte, NC, 28217

RSVPOur next HDI Charlotte meeting will be on Thursday, September 21 over lunch from 11:30 AM – 1:30 PM. We encourage all helpdesk, technical support, vendor, and customer service professionals to attend.

Topic: Managing Office 365 with SCCM

Join us to learn from Microsoft’s Jamin Almond as he covers topics around the requirements for managing the Office 365 client using SCCM. He’ll also demonstrate the delployment of O365 and well as the setup of servicing.

Click here to register today!
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blankspacer2017 Annual Fall Social – It’s Hockey Time!

Date:  Saturday, October 14, 2017
Time:  5:30pm
Location: Bojangles Coliseum

RSVPCharlotte HDI announces its annual Fall event for 2017 — A social at a Charlotte Checkers Hockey Game!  We’ve reserved a private VIP ice-level box for up to 50 of us!   If we’re lucky, Chubby will be making a guest appearance!

Due to cost and seating, this event is restricted to current HDI Charlotte members and their immediate families only.

Tickets are $5 each collected here when you register through Eventbrite.   At the event we will give you that $5/ticket back (in cash) as well as $10/ticket in food vouchers. For example, if you have three people attending, you will receive $15 cash back as well as $30 in food vouchers at the event. We take this approach as a non-profit to ensure we cover the costs of the tickets we have to reserve in advance.  If you register and aren’t able to attend, we will use your $5/ticket towards the event cost.

Click here to register today!blankspacer


blankspacerPast Meetings:


Annual Forum & Vendor Expo: July 20, 2017
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

Matt Hooper, Ivanti, joined us for our May chapter meeting to discuss ITIL.

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.

  • 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


Introduction to Software Asset Management (SAM) – March 16, 2017

Roger Williams, Gartner, joined us for our March chapter meeting to discuss Software Asset Management.

Topic: The approach to managing new software technologies and platforms has to evolve to reflect the unique challenges those environments pose. Using the same old methods, processes and tools will not keep up with the rapid rate of change, or the data demands of cloud, virtual and mobile assets and their licenses.

Roger covered:

  • Why cloud, virtualization and mobility will challenge traditional asset management programs
  • How your organization can enable effective management of cloud, virtual and mobile assets
  • Which tools and vendors will support the changing asset landscape

Presenter:  Roger Williams, Gartner, covers software asset management (SAM) tools, CMDB process and tools, and IT operations discovery tools. His focus is on helping clients choose an appropriate software asset management (SAM) tool for license compliance purposes, as well as creating an effective configuration management database (CMDB) that drives business value. He joined Gartner after an extensive IT career spanning more than 20 years in Fortune 50 retail companies. He is also a published author, international conference speaker and holds numerous certifications across the spectrum of IT disciplines, including HDI’s Support Center Manager certificate and ITIL Expert certification.


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 (brighthillgroup.com) 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 pageblankspacerCongratulations to our winners:
Analyst of the Year:  Dianne Crawford, Compass Group.
Desktop Support Technician of the Year:  Steven Kuykendall, Piedmont Natural Gas

Featuring guest speaker Tom Cooper    (brighthillgroup.com)
Topic:  “Becoming A Person of Influence – Two Secrets to Incredible Customer Service”
No matter what title or role you have, each person can become a more effective influencer with your customers.  In this talk, I introduce participants to the idea that it takes more than talent to succeed.  There are other skills needed, and YOU can learn these skills.  Applying these ideas will make a huge difference to your projects and to your career, no matter what “track” you’re on.  Participants will leave with ideas they can implement right away.


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!

Topic:  In this presentation, Jeff Rumburg, Managing Partner at MetricNet, uses decades of Desktop Support data to highlight the key success factors in performance measurement from the industry’s top performing Desktop Support organizations!

Key Issues Addressed:

  • How the industry’s top performing Desktop Support groups track and trend their performance!
  • How to use KPIs diagnostically to achieve World-Class Performance!
  • Best Practices in Desktop Support Performance Measurement and Management!

Jeff RumburgPresenter Bio:  Jeff Rumburg
Jeff Rumburg is a co-founder and Managing Partner of MetricNet, where he is responsible for global strategy, product development, and financial operations for the company. As a leading expert in benchmarking and re-engineering, Mr. Rumburg authored a best selling book on benchmarking, and has been retained as a benchmarking expert by such well known companies as American Express, Hewlett-Packard, General Motors, IBM, and Sony. 


HDI Charlotte Officers @ AbariHDI 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!

Click here for event photos


Annual Forum & Vendor Expo: July 28, 2016

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.

We extend a HUGE THANK YOU to our 2016-2017 local chapter Sponsors who make this event (and all others) possible!

We were incredibly fortunate to feature Hank Marquis and Dr. Beth Haggett as our presenters:

Dr. Beth Haggett (Click here for Beth's bio)

Dr. Beth HaggettDr. Beth inspires transformation in areas that make the most difference for people. Her vast experience as a psychotherapist, organizational consultant, speaker, coach, trainer and facilitator over two decades help her to reach people and ask powerful questions that inspire. Beth’s main goal is to invoke transformation both on a personal and organizational level. Her specialty is helping companies create a coaching culture that supports employee engagement and flourishing for individuals and groups. Beth also has over 20-years experience working with adults, adolescents, trauma recovery, and improving marriages and family relationships. She assists individuals, groups and organizations in recognizing and changing patterns contributing to illness and dysfunction and creating more healthful habits and lives. Beth is a mother of four amazing adults and has six grandchildren. She loves working cows on her beautiful Azteca horse up in the Utah mountains.

Dr. Beth has worked as a Trainer, Consultant, and Coach for corporations such as: Hitachi Data Systems, Oracle, VeriSign, Agile, Amdahl, Ericsson, Novo Nordisk, Autodesk, The Veteran’s Administration, The Children’s Justice Center and others. Her coaching curriculum is considered “Best Practices” in the customer support industry and is licensed by HDI, The KCS Academy and DB Kay & Associates. Beth is a Licensed Clinical Social Worker (LCSW) in the state of Utah. She has advanced training in EFT, Addictions, Emotionally Focused Marriage Therapy, Crisis Intervention, Family Systems, Cognitive and Behavioral Therapy, Clinical Hypnosis, Psychoneurobiology, Mind-Body Medicine, and Personal and Executive Coaching. Her professional experience includes: Integrative Psychotherapy, Executive Coaching, Speaking, Consulting, Teaching and Training. She teaches Consulting Skills, Ethics and Evidenced Based Coaching at Saybrook University.

Dr. Beth has a PhD in Mind-Body Medicine: Health Systems, from Saybrook University, a Master’s Degree in Clinical Social Work from Walla Walla University and a Bachelor’s degree in Psychology from Washington State University. Beth has the “Master Personal and Executive Coach” certification through the College of Executive Coaching.

Click here to visit Dr. Beth Haggett’s site.

Hank Marquis - (Click here for Hank's bio)

Hank MarquisHank Marquis is a Research Director on the IT Leaders Infrastructure and Operations Management team with Gartner. His research covers the strategies, markets and pricing for tools that establish and optimize an effective software license position (software asset management tools); and configuration management database (CMDB) tools and their related discovery and normalization technologies. He also covers the ITIL change and configuration management processes as they pertain to CMDB tools. Mr. Marquis joined Gartner after an extensive IT career. His prior experience includes senior leadership roles in enterprise IT, as well as being CTO of an infrastructure optimization software tool firm. This unique background makes him intimately familiar with the issues faced by both the producers and consumers of tools in the markets he covers. You can find him on Twitter as @hankmarquis.

Visit click here for additional details.

Click here for event photos
Click here for the event page


Service Management – May 20, 2016

What is Service Management?  This session discussed:  Goals of Service Management,  Service Management Frameworks, Defining YOUR needs and goals,  Planning for Implementation, Tool Selection, and more.

Presenter: Al Batten
Al BattenAl Batten, ISS Infrastructure Manager, Coca-Cola Bottling Co.
Al is an experienced IT executive with a strong manufacturing background in a wide range of industries, who has managed IT departments ranging from single facility companies to global organizations. Specific industries have included:   Textiles, Pharmaceuticals, Automotive Components, and Consumer products.
His background includes both accounting (CPA), hardware and infrastructure management, software development in a variety of languages, project management (PMP), and service management (ITIL Foundations).
Graduating with a Bachelor’s degree from Stetson University just before his 20th birthday, he passed the AICPA exam on the first try, and practiced accounting in Florida for approximately 8 years. After transitioning from accounting to IT, and then moving to New York, Detroit and Chicago, he relocated to the Charlotte, North Carolina area in 1995.

Click here for event photos
Click here for Al’s presentation slides


Omni Channel Communications and the Great Customer Experience – March 17, 2016

How are you managing different media types like email, web chat, Social (Facebook, Twitter) and of course voice calls?

Presenter: Terry Dunigan
Terry Dunigan is Director of contact center sales for T-Metrics.  Terry has been responsible for the direction of contact center products into the hosted carrier and commercial space. T-Metrics has systems installed in 20 countries. We have installed one of the largest help desks with over 2000 agents in four locations around the world. This contact center follows the sun with agents around the globe. Terry’s background includes 25 years of executive management experience in technology corporations. From voice processing to complex routing solutions that include IVR, ACD, PBX, multimedia and messaging systems. He was always involved in the design and implementation of self service solutions. He has extensive experience in planning, designing and implementing sophisticated contact center solutions and was an early pioneer in developing a contact center certified by Microsoft for Skype for Business.

Click here for event photos
Click here for Terry’s presentation slides


Annual HDI Charlotte Awards Luncheon — January 8, 2016

Anthony Orr

On January 8, we held our 2016 Analyst of the Year Awards Luncheon over a three-course meal at Maggiano’s Little Italy at SouthPark Mall.

Congratulations to our winner — Marrissa Nichols with Piedmont Natural Gas.

Our guest speaker was Anthony Orr: “Organizational DNA to RNA Synthesis for Operational Excellence”
For more than thirty years, Anthony Orr has worked in various IT strategy, managerial, consulting, advisory, marketing, and technical positions. Anthony was an author of the ITIL v3 2011 publications and the ITIL MALC exam book, as well as a Sr. Examiner for the ITIL v2, v3 and Cyber-Resilience certification examinations. He has published numerous podcasts, videos, booklets, white papers, articles, etc and has recently published a white paper, Synergies between ITIL and DevOps, with AXELOS. Having lectured at universities around the world, Anthony is also a frequent speaker at industry events such as itSMF, HDI, and Pink Elephant.

Click here for event photos


HDI Charlotte Chapter Elections and Food Drive – November 20, 2015

Thank you to everyone who attended the meeting on Friday, November 20 and participated in our food drive for the Second Harvest Food Bank of Metrolina. Your generous donations allowed us to donate 168 pounds of food and $85.00 in cash to the food bank. This is outstanding and will help make the holidays better for people in our community.

We also elected Chapter Officers for the 2016-2018 term. Welcome aboard!

Second Harvest Food Bank of Metrolina


Annual Charlotte Checkers Fall Social – Saturday, November 14, 2015

Charlotte chapter members and their immediate families had a fantastic time experiencing hockey “up close and personal” from a VIP ice-level box in the newly-renovated Bojangles Coliseum. Click here for event photos


HDI Forums Roundtable Event Presented by HDI –  October 8, 2015

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.


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.

Click here for event photos

Many thanks to our September lunch sponsor!

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

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.

We extend a HUGE THANK YOU to our 2015-2016 local chapter Sponsors who make this event (and all others) possible!

We were incredibly fortunate to feature Katherine Lord and Kirk Weisler as our presenters:

Katherine Lord - Gartner (Click here for Katherine's bio)

2015KatherineLordKatherine Lord is a Research Director in the IT Operations Management team of Gartner. Her research focuses on IT service management, organizational maturity, process improvement, SLA management, reporting and metrics, and business value dashboards. Ms. Lord helps clients understand the key metrics, best practices and core processes required for IT to deliver meaningful service and support that align with the goals of the business.

Prior to joining Gartner, Ms. Lord spent 11 years in ITSM consulting and education, with experience in executive advisory, stakeholder management and management consulting – with a focus on IT operations and overall IT service management. Ms. Lord also has expertise and a proven track record with organizational change, lean transformation, and knowledge management and ITSM program management. Ms. Lord was also a HDI faculty member for 12 years teaching all of their curriculum, and sitting on various governance boards and committees.

Her current specialties include organizational change management (Prosci-certified change manager), lean transformation, knowledge management (KCS), ITSM, governance and risk management, value dashboards/KPI and metric programs, organizational structural realignment and organizational change/cultural aspects of IT service management.

Prior to consulting, she spent more than 12 years managing IT operational functions and internal consulting predominantly in the ITSM operational space specifically, service desks, IT operations and field services within Canada and the U.S.

Katherine’s bio on Gartner’s site.

Kirk Weisler - (Click here for Kirk's bio)

2015KirkWeisler

Kirk is currently the Chief Morale Officer for companies and organizations around the globe. He offers coaching, keynote addresses, and workshops for companies of all services and sizes. Kirk is a past leader of the National Speakers Association, a master team builder, and a professional storyteller. He has been a part of 7 start ups, 4 of which were widely successful. One of these startups created over 1,000 jobs for aspiring IT professionals.

One hundred percent of Kirk’s consulting and speaking engagements have come from word-of-mouth-referrals from delighted clients and customers. In 2014 Kirk was invited to give over 50 presentations on leadership in other countries, visiting every continent. He continues to work with the best and brightest teams from dude ranches to medical institutions such as MAYO and John Hopkins to help them on their journey of building a more engaged and positive culture.

Kirk’s book “The Dog Poop Initiative” has sold over 80,000 copies. It has been translated into German, Spanish, and Hebrew. While this book is written for all ages and can be found in many public school libraries, the #1 buyer of the book is Boeing Aircraft who use it for their Six Sigma Lean program. Managers often use this book for their morning huddles or weekly kick-off meetings. Kirk’s second book “The Cookie Thief” is another metaphorical story that teaches a powerful lesson. Kirk’s popular T4D (Thought for the Day) blog reaches thousands of individuals on a weekly basis. He is also featured in the book “Speaking on Success” with other famous authors such as Stephen Covey.

Some of Kirk’s successes include: DELTA, Yum!, General Mills, America Express, FedEx, Coca-Cola, Bank of America, Enfamil, ChemDry, Johns Hopkins, Emory University, Anthem, BlueCross, Cargill, Discover Network, Carestream Dental, ALPAC, CUNA, Panasonic, Altra, Pink Elephant, HDI, and ATT&T to name a few.

Prior to Kirk’s career as a CMO and professional speaker, he served in the 19th Special Forces and as a US Army Ranger. Kirk resides in Arizona with his wife and six children.

Visit Kirk’s site for additional details.

Click here for the event page with full details
Click here for event photos
Click here for the event introductory slides
Click here for Kirk Weisler’s “Culture Warrior” presentation


Improving Efficiency in Your Daily Process and Procedures – May 15, 2015

Jamie Stannard

Do you have time wasters in your daily operations?  Bottlenecks?  Having trouble meeting and exceeding your operational goals? Learn how to use  Lean to streamline your daily operations.  Jamie Stannard (SignUp4) achieved his Master Black Belt in Lean management based on Toyota Production Systems and will use this experience to introduce you to this methodology and its relationship with Six Sigma.  We will walk through steps of a typical kaizen aimed at reducing waste in your processes.   Jamie will share real life examples of how he used these tools to drive efficiency, improve productivity, increase over-all CSAT, and build morale in his teams.   Using Lean methods resulted in Jamie successfully improving the efficiency of one of his teams by reducing ASA by 371%!  Before this session ends we will participate in a fun and interactive Lego activity designed to test your knowledge and show how reducing waste can help to improve your efficiency.  Participants will leave this meeting with ideas to introduce change in their own teams.

Click here for event photos
Click here for our Charlotte Chapter Intro presentation slides
Click here for Jamie’s presentation slides including the group exercise instructions

Many thanks to our lunch sponsor: 

teksystemsgif


Rebuilding the IT Service Desk as a Walk-In IT Engagement – March 19, 2015

Jarod Greene

Thank you to Cherwell for fantastic presentation!

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 Cherwell’s presentation slides
Click here for our event introductory slides


AOY Luncheon – January 16, 2015

Jeffrey BrooksWe 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.

Congratulations to our winners and nominees!
Analyst of the Year: Darla Burleson, Advance America
-Nominees: Christopher Johns and Stephen Petit
Desktop Support Technician of the Year: Barney Bryant, Advance America.
(Note: Barney also won at the Southeast HDI Regional Level — Way to go!!)
-Nominees: Damien Council and Rahshun Jordan

Click here for event photos


Self-Service Support – November 21, 2014

Jeff HanceThank you to LANDesk for a highly relevant presentation!

Jeff Hance from LANDesk shared his expertise:  “The pain point many people experience with customer service is having to wait for a recoached on 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. A customer self-service portal enables users to find answers to their questions online. In fact, 91% of customers would use an online customer portal if it were available and tailored to their needs. This session will explore how you build a successful self-service portal—and how to get your customers to use it.”

Click here to view the presentation slides
Click here to find event photos

Thanks to your generosity — we collected 310 lbs. of food and $70 in cash which we donated to the Second Harvest Food  Bank of Metrolina in our name.  Thank you!!

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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

Chris MeadowsOne 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


Annual Forum & Vendor Expo: Thursday, 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 view the event intro slides
-Speaker Presentation: Lou Hunnebeck: The Service Owner: Customer Success & IT Harmony
-Speaker Presentation: Julie L. Mohr: Engineering and Defining the Support Experience
-Speaker Presentation: Dr. Gary Bradt – Adapt & Ignite! Turning Change into Opportunity
-VIEW OUR EVENT PHOTO GALLERY
-Click here to view our event sponsors


Friday, May 23, 2014

KCS: People, Processes and Tools – Group Panel
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

Thanks to our sponsors: Insight Global
Click here to find event photos


Friday, March 21, 2014

KCS: Knowledge-Centered Support with Rick Joslin
Rick Joslin
Knowledge management is an absolute requirement to improve efficiencies and enable an organization to expand its services or deliver different types of services. It’s a critical process for capturing the assets of an organization. Through this session, we gained 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. We discussed the challenges of implementing knowledge management, and how we can successfully get others to support this initiative.

Rick Joslin is the Executive Director of Certification & Training for HDI. He is responsible for the development and delivery of HDI’s training and certification offerings. He is a certified Knowledge-Centered Support (KCS) instructor and has guided organizations through the implementation of KCS. Rick is the author of the HDI Focus Book on Knowledge Management, the Knowledge Management Maturity Model, and the Knowledge Management chapter in the HDI Service and Support Handbook. Rick is a regular speaker at industry events.

Click here to find event photos
Click here for presentation slides
Thanks to our sponsors: TEKsystems


Friday, January 17, 2014

HDI Charlotte AOY Luncheon: Diamonds, Dragons, and Dipsticks – Chasing the Dream in 2014!
Kirk Weiser
Charlotte meeting over lunch from 11:30 AM – 1:30 PM at Maggiano’s Italian Restaurant. HDI Charlotte conducted its 2014 Analyst of the Year Awards presentation over a 3-course, family-style sponsored luncheon. We were also treated to a presentation by the legendary Kirk Weisler.

Congratulations to Justin Campbell from Compass Group for winning the HDI CHarlotte Analyst of the Year Award.

Chief Morale Officer Kirk Weisler is an expert at creating outrageously cool workplace cultures and high performance teams Years ago Kirk helped to create a corporate culture so rich in ownership spirit, engagement, measurable results that he was invited to share his approach first nationally, then internationally. He now travels around the world sharing everyday things leaders can do to positively influence, nurture, and build Super COOL cultures and high performance teams.

Click here to find event photos


Friday, November 22, 2013

The ROI of DIY: Help Customers Help Themselves
Matt Neigh
Think there’s no magic bullet that simultaneously reduces call volumes AND improves customer experiences? Think again. As IT organizations continue to face budget restrictions that threaten the quality of services, savvy IT professionals are turning to self-service options. After all, it costs 73% more to resolve at level 1 than it does at level 0 (self service). In this one session, you’ll discover how self-service is revolutionizing the service desk and how you can help customers help themselves.

Thanks to our sponsors: Cherwell

Click here to find event photos


October 2013 Outing – Charlotte Checkers game!

HDI Charlotte members and their families only came together for a fun filled evening at the Time Warner Cable Arena on Saturday, October 19, 2013. Great evening with fellow member with seats close to the ice with.
Check out event photos in our gallery.


September meeting – Friday, September 20, 2013

Power of Quality – One-Day Workshop with Malcolm Fry!

Quality is a word that you hear so often but it frequently lacks real substance because of the varying definitions that most people seem to have. Quality is subjective, relying upon many factors from one’s life experiences to their very interpretation of the word. Quality has many definitions and degrees of excellence, spanning a wide range of examples. What does it mean then to drive and deliver quality in Service Management?

To truly deliver quality service, organizations need quality people with the right skills; quality processes based on best practices that align with business needs; quality technology to enable those processes; quality assurance program to inspect the processes and results; and quality metrics to measure success.

This one-day workshop, presented by the renowned Malcolm Fry, is a fun, informative, and productive learning experience about the Power of Quality. The workshop contains a series of breakout opportunities that allow for networking and collaborative learning. Course participants received a questionnaire used to track required items for a new service that is to be implemented and supported by the Service Desk.

Thanks to our sponsors: ServiceNow, Cherwell, Fruition Partners


Annual Forum & Vendor Expo: Thursday, July 25, 2013

Presentations by Ron Muns, Rae Ann Bruno, Phil Gerbyshak, Eddie Vidal and Guest M.C. Jeffrey Brooks!
The 2013 Forum and Vendor Expo was a huge success with more than 180 participants from a variety of industries in Charlotte and neighboring cities. A huge thanks again to our sponsors.

-Click here to view the event intro slides
-Speaker Presentation: Eddie Vidal: Communications Management: Promoting the Value of your Service
-Speaker Presentation: Phil Gerbyshak – Unleash Your Networking Super Hero
-Speaker Presentation: Rae Ann Bruno – Breaking Down the Barriers Between Levels of Support
-Speaker Presentation: Ron Muns – IT Service Management, Year 2020
-VIEW OUR EVENT PHOTO GALLERY!
-Click here to view our event sponsors


May Meeting: Friday, May 17, 2013

Topic: BYOD Revisted

Almost exactly one year ago, our May meeting was around mobility solutions — iPhones, iPads, Blackberry devices, etc. and the corporate approach to BYOD. We had a joint presentation by Tom Cipolla and Sherrie Durasoff of TIAA-CREF which received tremendous feedback and interest in discussing again. With that in mind, we’re bringing Tom back as well as adding two new panelists for a conversation around what they’re doing and/or considering in their environment.

Michael Cato — UNC Charlotte, Interim Vice Chancellor for Information Technology & CIO
Click here for Michael’s presentation

Tom Cipolla — TIAA-CREF, Manager, Mobility and Collaboration
Click here for Tom’s presentation

Lee Triebwasser — HP, ePrint Solutions
Click here for Lee’s presentation

Check out event photos in our gallery.


March Meeting: Thursday, March 21, 2013

Topic: State of the ITSM Market Research
State of the ITSM Market is the most organically searched research in the world for enterprise ITSM technology platform selection. The research covers the top 5 vendors in the ITSM Market (by market share) from a technological, financial and market perspective, so you’ll be able to learn in-depth about who the current and future leaders of this $1.5 Billion (2012 est.) market are… in order to make the right decision for your “unique” requirements. This presentation and research is published with the permission and backing of ITSM University, an ITSM implementation and technical training company built from the ground up to be ITSM vendor agnostic.

Click Here for the Meeting Presentation.


January Meeting: Thursday, January 17, 2013 –Analyst of the Year Awards Luncheon

Ben ComptonTopic: CIA Declassified: Creating a culture and a team of special CIA Agents! – The CIA Leadership Model declassifies how effective leaders build greatness in their people and their organizations while consistently achieving promised results. The model is built on three simple principles: care, inspire, achieve. These principles allow individuals and teams to:- Care about and create a culture where people can discover and express their own greatness- Inspire others by providing clarity in purpose and direction- Achieve measurable results that match the results promised Leaders at every level of an organization — including individual contributors — need to learn and master the skills that allow this discovery, expression, and realization of greatness to occur in themselves and those around them. The CIA Leadership Model provides the principles, patterns, and a framework to teach leaders how to do this.

Click Here for the Meeting Presentation. Check out event photos in our gallery.


November Meeting: November 16, 2012

Topic: Introducing Windows 8:
– The New User Experience: Just breathe and get back to work
– More Than Shiny: Should businesses consider Windows 8?
– Support Considerations: But I have to fix it!
– In Summary: Smart Choices

Click Here for the Meeting Presentation. Check out event photos in our gallery.


September Meeting: Monday, September 24, 2012

Topic: The Power of Metrics for Optimal ITSM Performance featuring
Malcolm Fry


In everyday life, measurement is an essential component. How big? How far? How high? How heavy? What’s the time? What’s the cost? Quite simply, measurement is as old as time itself. So what is a good measurement and how can it impact performance when aiming to exceed targets?

Information Technology Service Management (ITSM) is focused on defining and managing processes to optimize performance. ITSM metrics provide a vast amount of data in the form of measurements. That data must be translated into information that can be used to monitor and manage the business. Learning how to leverage this information produces knowledge used to produce service improvements and sustained performance. In this course, we will take an in-depth look at the ITIL 2011 Edition metrics for incident, problem, change, and service desk management.

This workshop, presented by the renowned Malcolm Fry, is a fun, informative, and productive learning experience about metrics based on ITIL 2011. The workshop contains a series of breakout opportunities that allow for networking and collaborative learning. Course participants will receive and learn how to use a spreadsheet enabling them to report on metrics for the service desk.


July 27, 2012 – HDI Technology Forum & Vendor Expo

The North Carolina Chapters of HDI Present:
The Future of the Service Desk” A Technology Forum and Vendor Exposition — Friday, July 27, 2012 — Johnson & Wales University

Join us in downtown Charlotte for one the largest HDI events of the year featuring outstanding guest speakers, networking, vendors, prize giveaways and more!
Registration is free and lunch/snacks are provided.
Bring your business cards to be included in drawings for INCREDIBLE door prizes and giveaways!
Presentations by Patrick Bolger, Jeffrey Brooks, John Custy & Kirk Weisler!

Speaker Presentations

1. Create, Innovate, Get out of the Cave – Patrick Bolger, Hornbill Service Management

2. The Future of the Service Desk – Jeffrey Brooks, Gartner

3. Be Prepared for the Future – John Custy, JPC Group

4. Buzz Lightyear – Solar Powered People – Kirk Weisler, Team Dynamics, Inc.
— One commercial from Kirk Weisler’s presentation (“Soccer Partner”)


May Meeting: Friday, May 18, 2012

Topic: The Growing Demand for Mobile Devices in the Work Place by Tom Cipolla and Sherrie Durasoff, TIAA CREF.
The demand for mobility solutions continues to grow with iPhones, iPads, and BlackBerry devices. Some companies are even adopting a ‘Bring Your Own Device’ (BYOD) policy. Supporting these devices in a corporate environment can be challenging. Tom and Sherrie will share their hands-on experience in building a support model, covering topics such as troubleshooting, inventory tracking, security, and personal vs. corporate e-mail on mobile devices.
Click here for the meeting presentation. Check out event photos in our gallery.
– – – –
Thank you to Lunch Sponsor: Signature Consultants
Thank you to Giveaway Sponsor: DISYS
Thank you to Giveaway Sponsor: Technisource


March Meeting: Friday, March 16, 2012

Topic: Transform your Service Desk Using Award-Winning Strategies by Brad Trout, Technisource
Learn from the experts how they transformed their operation into an award-winning service desk by focusing on the “business” side of support. Key topics will include: Continual Service Improvement, First Contact Resolution, Self-Service, Customer Satisfaction vs. Traditional SLA’s. At the end of this session, you’re guaranteed to come away with at least 3 ideas you can use to start the evolution of your service desk.
Click here for the meeting presentation Check out event photos in our gallery.
– – – –
Thank you to Meeting Sponsor: Technisource
Thank you to Lunch Sponsor: Insight Global


January Meeting: Thursday, January 19, 2012 —
Analyst of the Year and Desktop Support Technician of the Year Awards Luncheon

Sponsored by ServiceNow, our January 2012 meeting was held on Thursday, January 19th over lunch from 11:30 AM – 1:30 PM at Maggiano’s Italian Restaurant. During this meeting HDI Charlotte held its 2011 Analyst of the Year and Desktop Support Technician of the Year Awards presentations over a 3-course, family-style sponsored luncheon. We were also treated to a dynamic presentation on Mobility, Cloud, and the Coming Singularity by Chris Dancy.

Topic: Mobility, Cloud, and the Coming Singularity
The impact of “big data” in the cloud on the enterprise, users’ perceptions of support and how support will evolve to use techniques to analyze the data to eventually support precognitive issues. We are living in the future; our devices can see, talk and translate the world around us. Our instant link to knowledge means children today have access to more data than physicians of fifteen years ago. In a single day in 2011 more data is created on the web than in the years spanning 1995 to 2000.Soon, navigating the streams of this “big data” will become a skill set that every IT professional will need. Before the end of this decade users and enterprises will be exposed to precognitive news and events. How will supporting this virtual time travel change the way you interact with risk, governance, and the steady footing that IT has had until this point? This session will redefine you feelings about IT, technology, and your future.
Click here for the meeting presentation Check out event photos in our gallery.


November Meeting: Thursday, November 17, 2011

Topic: The Actionable Service Catalog
Do your users know how long it will take to get their new laptop? Their new server? How do you build a successful actionable Service Catalog? Let’s explore the business drivers, process, and real world lessons learned of building a Service Catalog and managing user expectations.
Click here for the meeting presentation Check out the food the chapter donated in our gallery.


September Meeting: Thursday, September 15, 2011

Topic: The CIO Insomnia Project: What’s Keeping CIOs Up At Night?
Today’s technology leaders are charged with protecting company information amid increasingly complex security threats, implementing hardware and software upgrades, and keeping their teams productive in an age of lean budgets and limited resources. It’s enough to make anyone lose sleep. And, in fact, it does: New research from Robert Half Technology suggests these are the very issues causing IT managers to toss and turn at night. We polled more than 1,400 technology executives about their key concerns as part of our CIO Insomnia Project, a research initiative that examines the top challenges facing IT leaders and provides advice for addressing these issues.
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2011 Summer Social: Saturday, August, 20, 2011

Event: HDI Charlotte Summer Social : Charlotte Knights Baseball Game
Time: 6:00 PM – 10:00 PM
Location: Charlotte Knights Baseball Stadium, 2280 Deerfield Drive, Fort Mill, SC 29715 (Get Directions)
HDI Charlotte will have its annual summer social on Saturday, August 20, 2011 at the Charlotte Knights Baseball Stadium. Join us for an exciting evening of food, baseball, and fireworks as the Charlotte Knights take on the Gwinnett Braves. The dinner will be an all-you-can-eat buffet featuring hot dogs, hamburgers, cheeseburgers, BBQ, grilled chicken, sodas and more! There is also a playground area with a few small carnival rides for the children. The kids will also love meeting Homer the Dragon. All HDI members, friends, family members, and guests are invited to attend. Use the RSVP link above to register you and your family for this exciting event. The dinner buffet will be 6:00 PM – 7:15 PM. The baseball game will begin at 7:15 PM. Fireworks will be immediately following the end of the game.

HDI Charlotte would like to thank our generous summer social sponsor : Signature Consultants.


Signature Consultants is a national IT staffing and services firm experienced in the recruitment and placement of IT professionals on a contract, contract-perm or permanent basis. In addition to being the 35th largest IT Staffing Company in the US, Signature was voted the 7th Best Place to Work in Charlotte by the Charlotte Business Journal. Additional services include managed staffing, infrastructure services and project based staffing.


July Meeting: Thursday, July 21, 2011

Annual HDI Carolinas Joint Chapter Event!
Charlotte | Columbia | Greenville | Raleigh

Featuring multiple speakers, vendors, amazing prize giveaways and more!
Date: Thursday, July 21st, 2011 @ Johnson @ Wales (Downtown Charlotte)

Speaker Presentations
1. The ITSM Journey: From Chaos to Value
– Patrick Bolger, Hornbill Service Management

2. What Drives Caller Satisfaction?
– Terry Dunigan, T-Metrics

3. But I Need Help Now! Why Simply Logging a
Ticket is No Longer Good Enough
– Alan Taylor, FrontRange Solutions

4. Taking Charge of YOUR Career
– Jerry Ewing and Joe McLaughlin, Brooksource

5. Disruptive Technologies
– George Spalding, Pink Elephant
Watch “Are you Ready?” on YouTube


Event Flyer #1
Event Flyer #2

Thank you to our July event sponsors!

Pink Elephant
www.pinkelephant.com

Pink Elephant is proud to be celebrating over 20 years of ITIL experience – more than any other service provider. Operating through many offices across the globe, the company is the world’s #1 provider of ITIL and ITSM conferences, education and consulting services. Pink Elephant has been championing the growth of ITIL worldwide since its inception in 1989, and was selected as an international expert to contribute to the ITIL V3 project as authors of V3’s Continual Service Improvement book and through representation on the International Exam Panel.

BrookSource
www.brooksource.com
Brooksource is your single source for project and supplemental support through contract employment, contract-to-hire labor employment, and direct placements. We are the trusted staffing partner of our clients when it comes to project management, network upgrades, legacy system conversions, ERP implementations, web-based commerce development and other IT services.

Signature Consultants
www.sigconsult.com
Signature Consultants is a national IT staffing and services firm experienced in the recruitment and placement of IT professionals on a contract, contract-perm or permanent basis. In addition to being the 35th largest IT Staffing Company in the US, Signature was voted the 7th Best Place to Work in Charlotte by the Charlotte Business Journal. Additional services include managed staffing, infrastructure services and project based staffing.


May Meeting: Thursday, May 19, 2011

Topic: Measuring Customer Satisfaction and Loyalty
How do you know your customers are satisfied? What are the primary drivers of a satisfied customer? Are your customers promoters, passives, or detractors? Jeff Brooks from Peak 10 will discuss customer surveys that measure both satisfaction and loyalty. Learn how to measure customer loyalty through your Net Promoter Score (NPS) by asking customers a single question, “How likely is it that you would recommend our company to a friend or colleague?” Based on their responses, customers are categorized into one of three groups: Promoters – Loyal customers who will keep using your service and refer others. Passives – Customers who are satisfied but unenthusiastic and vulnerable to competitive offerings. Detractors – Unhappy customers who can damage your brand and impede growth through negative word-of-mouth. Learn what three different companies are doing to measure customer satisfaction. Ask our panel of experts about their customer satisfaction surveys, ratings, and service improvement plans. Our panel consists of: Jeff Brooks, Senior Manager of Support at Peak 10; Sherrie Durasoff, Director of IT Customer Support at TIAA-CREF; Carlos Witherspoon, Technical Support Manager at Compass Group.
Click here for the meeting presentation


March Meeting: Thursday, March 17, 2011

Topic: Furthering Your Career
Are you in the place you want to be in your career? What are you doing to plan for the next step in your career? Are you doing the rights things, getting the right education and training, and meeting the right people to get you to the next level. This meeting will help you answer those questions. Ted Ebner and Adam Little are veterans in the IT Staffing industry and will discuss its past, present, and future. They will also review the current state of the market in Charlotte and review the qualities employers are looking for in potential hires, as well as what candidates are seeking in potential employers. Candidates who want to further their career will learn valuable tips about the interview process. You’ll also gain information about job searches, where to find available jobs, and using job boards. Candidates will learn how to be more marketable with their resume, keeping up with current technologies, and networking. Hiring managers will gain insight into what is most important to candidates when searching for a job.


January Meeting: Thursday, January 20, 2011

Event: 2010 HDI Charlotte Analyst of the Year
Topic: Handling Difficult Customers by Rae Ann Bruno

Dealing with difficult customers can be frustrating, unnerving, and uncomfortable if you don’t successfully take control of the communication, use your vocal elements effectively, and address a customer’s psychological needs. Whether they are angry or impatient, unable to explain their issues, or providing too much “off topic” information while you are trying to collect facts, there are proven ways to succeed. This interactive session shares tips for using your customer service skills to confidently handle various types of callers without becoming emotionally involved. As a result, you’ll be armed with proven ways to “diffuse” emotional responses and create happier, satisfied customers.


November Meeting: Thursday, November 18, 2010

Topic: Microsoft Office 2010 : Witness The Exciting New Features
Is your organization considering a deployment of Microsoft Office 2010? Have you wondered about the differences between Office 2007 and Office 2010. What holds your organization back from even greater success? People in multiple locations? Inaccessible information? Join HDI Charlotte and New Horizons for an exciting Office 2010 event, and discover the powerful new tools available to your business.


September Meeting: Thursday, September 16, 2010

Topic: Using a Quality Assurance Program to Improve Customer Satisfaction
Customer satisfaction is a key element of any successful helpdesk or service desk. How do you know if your customers are satisfied? How can you implement quality controls to ensure that guidelines are followed and deliverables are met? This presentation will focus on the implementation of a quality assurance program at TIAA-CREF, beginning with where they started and concluding with where they are now. The presentation will also offer guidelines on ways to implement a quality assurance program at your organization.


May Meeting: Thursday, May 13, 2010

May 2010 Joint HDI Half-Day Event organized by the following chapters:
Charlotte | Columbia | Greenville

Press Release: “Join us in Charlotte for one the largest HDI events of the year featuring five outstanding guest speakers, multiple regional HDI chapters, networking, vendors, prize giveaways and more! Topics for this event include Service Desks, Motivation, Interviewing, ITIL Change Management, Community, etc. This event is FREE and lunch will be provided !!
Featuring the PREMIERE of a new Kirk Weisler presentation!
We offered a similar event 2 years ago with nearly 150 guests — Help us exceed that number this year!”
Click here for the meeting presentations.