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5/30/14 ©2013 HDI. All rights reserved. Welcome! Updates from HDI Capital Area and HDI Corporate May 21, 2014

HDI Capital Area Meeting May 21, 2014

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HDI Updates and May 21st Program - The words “Customer Support” and “Customer Service” accurately describe the role of Service Desk and Desktop Support Professionals. Unfortunately, these words sometimes carry negative connotations, and do not accurately convey the strategic potential of user support. The fact is very few support organizations operate in a Strategic Paradigm. The result is that most do not fully exploit the inherent leverage of user support to achieve a competitive advantage for IT. In this session Jeff Rumburg, Managing Partner of MetricNet, will discuss what it means to be a Strategic Support organization, and provide case study examples of support organizations that operate in a Strategic Support Paradigm.

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Page 1: HDI Capital Area Meeting May 21, 2014

5/30/14  ©2013  HDI.  All  rights  reserved.  

Welcome!  Updates  from  HDI  Capital  Area  

and  HDI  Corporate    May  21,  2014  

 

Page 2: HDI Capital Area Meeting May 21, 2014

What’s  New  at  HDI  

•  Corporate  Memberships  Now  Available!    –  Medium  to  large  organizaFons  of  at  least  25  employees  

•  Contact  the  HDI  Customer  Care  Center  at  800-­‐248-­‐5667  or  [email protected]  for  more  informaFon    

•  2014  Desktop  Support  PracFces  and  Salary  Report  now  available    

•  CongratulaFons  to  HDI  2014  Award  Winners  –  hJp://www.thinkhdi.com/membership/awards.aspx    

•  FUSION  14  is  October  19-­‐22,  2014  in  Washington,  DC.    –  Register  now  to  receive  the  most  discounts  –  www.servicemanagemenVusion.com      

Page 3: HDI Capital Area Meeting May 21, 2014

©2014  HDI.  All  rights  reserved.  

New  Content  to  SHARE!    

May  Webcast:  HDI  2014  ‒  The  Digital  Experience  –  “People’s  Choice”  Now  Revealed!  Register  Now.  

New  Blog:  “Improving  the  Quality  of  Service  While  Lowering  Cost”  –  James  Lee  

#HDIStatToday:  

The  March/April  issue  of  SupportWorld  in  the  HDI  Reading  Room  app!  Theme:  Knowledge  Management  

Infographic:  Desktop  Support  Tickets  Are  SFll  on  the  Rise  

New  Research  Brief:  Desktop  Support:  Managing  Ticket  Volume  Under  Pressure  

54%  of  desktop  support  teams  have  seen  an  increase  in  Fcket  volume  since  last  year.  Find  out  why  in  the  full  report  coming  April  25!  

May  Webcast:  Great  Experiences  for  Customers  on  the  Go:  A  Mobile  Support  Spotlight  –  Pre-­‐Event  Summit.  Register  Now.  

Page 4: HDI Capital Area Meeting May 21, 2014

Not  a  Member?  Join  Today!  Become  a  Local  Chapter  member  for  just  $75!  

 This  individual  local  chapter  membership  is  an  opportunity  to  

connect,  network,  and  learn  in  your  own  backyard.    

Enjoy  benefits  like:  •  Alend  local  chapter  and  vChapter  meeFngs  •  Digital  subscripFon  to  SupportWorld  magazine  •  Apply  for  HDI  awards  •  Access  to  the  HDI  Job  Board  •  Regular  e-­‐newslelers  and  digests  •  And  much  more!  

 Learn  more  at  www.ThinkHDI.com/Join  

or  by  calling  800.248.5667    

Page 5: HDI Capital Area Meeting May 21, 2014

Thank  You  2014  Sponsors!!    

Page 6: HDI Capital Area Meeting May 21, 2014

HDI  Capital  Area  Sponsors  

•  Diamond  –  The  MIL  CorporaFon  

•  PlaFnum  Plus  -­‐  LanDesk  

•  PlaFnum  – Beyond20  – EasyVista  

•  Gold  –  Robert  Half  Technology  

(Global  Sponsor)  –  Bomgar  –  IssueTrak  –  Cherwell  

•  Silver  –  Service  Now  –  Time  Warner  Cable  

•  Web/Event  –  IFnvolve  –  RemedyForce    –  ReACT  –  StrataCom  –  TechnoLava  –  ArFsys  

Page 7: HDI Capital Area Meeting May 21, 2014

Next  MeeFng  

June  18,  2014,  11am  to  2pm    Annual  Luncheon  and    Networking  Cruise  on  the  Potomac  Spirit  of  Washington  Pier  4    Member:  $10  and  Non-­‐member:  $15    Don’t  miss  it!    •  We  typically  meet  the  3rd  Wednesday  of  the  month  and  most  meeFngs  are  free  

•  Visit  www.hdicapitalarea.com  to  register    

Page 8: HDI Capital Area Meeting May 21, 2014

Today’s  Speakers  

Jeff  Rumburg  

MetricNet  and  HDI  Present:    The  Zen  of  Support  

 To  download  the  presentaFon,  visit:  

Metricnet.com/hdicapitalarea