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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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5/30/14 ©2013 HDI. All rights reserved.
Welcome! Updates from HDI Capital Area
and HDI Corporate 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
©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.
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
Thank You 2014 Sponsors!!
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
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
Today’s Speakers
Jeff Rumburg
MetricNet and HDI Present: The Zen of Support
To download the presentaFon, visit:
Metricnet.com/hdicapitalarea