Celebrate with the Rocky Mountain’s Best IT Support Professionals!

HDI Rocky Mountain of HDI Chapter Wednesday, December 6th Awards Luncheon

Please RSVP by Wednesday, November 30, 2017.

Guests may use the same Register Now! link to RSVP.

Register Now!

Attend our 2017 Analyst and Desktop Support Technician of the Year Awards luncheon and receive a free lunch and a  $10 Player’s card for Dave and Buster’s.

Join us to honor and thank all the star players on your team by recognizing the nominees and winners of the Analyst of the Year and Desktop Support Technician of the Year!

  

 

 

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Let’s Talk Beyond the Integration of ITIL and KCS with Rick Joslin

Join us at our November Chapter Meeting

Click on the link below to register or RSVP.

Invite and share the meeting link with a colleague.

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Join Rick Joslin as he explores the Knowledge Centered Service Management (KCSM) strategy that goes beyond the integration of ITIL and KCS. Knowledge Management can be more than just finding resolutions to incidents and answers to questions. Move from responding to incidents to a strategy that focuses on eliminating them. Knowledge should be integrated with many service management processes beyond incident management. Develop a standardized taxonomy for services, tickets, and knowledge. Automate the creation of work orders or tasks for tickets when knowledge articles are reused. Define ticket priorities, ticket types, effected service, and ticket categories when knowledge is reused. Use resolution matching to minimize duplication. Enable an actionable service catalog by integrating knowledge with Service Portfolio Management. Replace labor intensive ticket analysis with valuable knowledge article trend reports to drive problem management.  Promote knowledge to problems, not incidents to problems. Capture the moments of exception within service support to improve processes and services. Implement a single point of management for your most important resource, your team. Learn how the KCSM strategy can benefit your organization.

Speaker Bio:

Rick has more than 30 years of information technology experience. He has led software development teams and technical support organizations, and has provided consulting to several organizations. Rick served as a vice president and officer with ServiceWare Technologies for six years, a public knowledge management software company where he served as vice president of RightAnswers. He served as the executive director of certification and training with HDI for ten years, an association for technical support professionals. Rick has over 20 years of experience in knowledge management and is recognized internationally as an expert in KCS. He has spoken at conferences and events throughout the North America and keynoted at conferences on six continents, promoting the KCS methodology.

Rick holds a BS in computer science and multiple certifications from HDI, the KCS Academy, and AXELOS. Rick was a member of the first class of KCS certified instructors in 2003 and has served on the KCS core committee with the Consortium for Service Innovation to evolve the KCS methodology. He is a contributing author to ITIL v3, the KCS methodology, and numerous HDI courses, certification standards, and certification exams. Rick has served as a judge numerous times for the Association for Support Professional’s Ten Best Websites, HDI KCS Service Improvement Award, HDI Team Excellence Award, and other HDI awards. He was the founder of the HDI Strategic Advisory Board, HDI Member Advisory Board, and HDI Desktop Support Advisory Board. Rick served as the first chairman of the HDI Member Advisory Board, a local chapter officer for 25 years, and other volunteer organizations.

Meeting Sponsor:  KnowledgeDesk

KnowledgeDesk is paying for Rick’s travel and time to support the local chapter.


KnowledgeDesk website:
   www.KnowledgeDesk.com

View Rick Joslin’s introduction video on speaking at the HDI Rocky Mountain Chapter to share information about the Knowledge Centered Service Management (KCSM) strategy.

 

 

 

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Nominate Your Best Support Team Member Now!

2017 Awards Nomination Links

Nominations are now open for the 2017 HDI Awards!

Good news!  We have extended the nomination deadline to Friday, November 17.  Be in the race!  Nominate your Analyst of the Year and Desktop Support Technician and make it to the finish line!

It’s as easy as 1-2-3.  What a great way to honor and thank the star player on your team and nominate a great employee.  

The award process begins at the local level, where participating chapters collect and encourage nominations and select local chapter winners. The winners will be announced at our December chapter Annual Holiday Party and Awards Ceremony.

Do you want to recognize your best and brightest support professionals? Click here to access the nominating information and forms.

                                                                       

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Considerations when integrating another ITSM system with yours with Rick Munoz

Join us at our October Chapter Meeting

Many companies, either through client demand or through mergers, need to send tickets from one system into their main system (or reverse). This session will present and discuss how to get different ITSM systems to work together. 

Speaker Bio:   

Rick Munoz is one of the T4S Partners founders, Chief Architect, and Practice Partner for the Application Development Practice. He comes to T4S with an extensive leadership background and over 25 years of experience in the consulting and software industry, most recently serving as a leader for Computer Sciences Corporation’s (CSC) IT Advisory & Strategy Group in North America. Under Rick’s leadership, this practice was responsible for delivering world-class client solutions in Enterprise Architecture, systems integration, agile development, application modernization, and new technology adoption, including cloud, DevOps, and IoT solutions. 

Before joining CSC, Rick was the Technology Director for Sapient, a leading provider of comprehensive consulting software solutions, and served as a Technology Strategist for American Airlines.   Rick has delivered successful solutions to a number of Fortune 500 companies and clients including: ExxonMobil, Kroger, ULA, Newmont Mining, KinderCare, Accolade Health and Merrill Lynch.  Rick holds a Bachelor of Science from San Francisco State University.

 

Event sponsored by T4S Partners Logo - IT Consulting Services in Denver

Register here

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Solve My Problem Workshop – Season Kickoff Sept 21!

Details: Solve My Problem Workshop  The goal: to collaborate with your peers in the technical support industry to actively work through common issues and challenges to come up with real-time solutions Jennifer Woolley will be facilitating this workshop.  The workshop will start by reviewing the top three topics pre-selected by …

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