Communications Drive Support Center Improvement

A Toolkit for Better Communication and Collaboration Organization silos are being broken and teams are often working remotely, emphasizing the importance of rapid and clear communication across multiple channels. Both consumerization and customer focus are increasing, making it more important to get accurate, updated information to customers and team members, …

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January Meeting: Gartner Workshop and Future of IT Presentation 

Join us for this Gartner double header!

Gartner

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Workshop: How to Build I&O Metrics That Matter and Communicate Value to the Business

 This Gartner working session will explore the requirements of building I&O metrics that matter to the business. We will discuss a framework for defining metrics that matter and work in peer groups to build a list of metrics that can communicate the value of your IT organization to your business.

IT Operations 2020 Scenario

 External forces are creating a dramatic shift in how we need to position and manage IT operations. Old paradigms, traditional organizational structures, skills and capabilities and your overall I&O strategy will be put to the test sooner than you know it. In this session we will dive into what’s coming, what’s here now – and discuss high level tactics and considerations to navigate a fluid I&O ecosystem.

About our Speakers:

Jeffrey Brooks is the Managing Vice President of the IT Service Management team of Gartner. His research focuses on IT service management, organizational maturity, process improvement, SLA management, IT service catalog, reporting and metrics, and business value dashboards. Mr. Brooks 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.

Kenneth Gonzalez is a Research Director in the IT Operations Management team of Gartner. His research focuses on IT service management, organizational maturity, process improvement, IT service desk best practices, as well as reporting and metrics. Mr. Gonzalez 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.

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Analyst and Desktop Support Technician of the Year

Rocky Mountain Chapter of HDI wants to thank our Event Sponsor, Avatier, for making this awards luncheon possible as well as our other sponsors and speaker Lori Hanson. Congratulations to Analyst of the year David Couchenour of CH2M and Desktop Support Technician of the Year John Ferraro of Regis University. …

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Joining our AOY meeting in December? Lori has some questions for you…

Hello HDI Members! I’m excited to spend time with you in December at the HDI Awards Luncheon. This recognition luncheon is a great time to get you inspired, motivated and contemplating what you can do in 2017 to be your BEST. In my program, the GPS to Success, we’re going …

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Nominate The Best On Your Support Team Now for Free!

Thank you for your nominations! It only takes a minute and costs NOTHING to recognize your top Analyst and Support Technicians in a global way! HDI offers a global program that enables each Local Chapter to select a winner to compete at the regional level. The winner of each Regional …

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