SCHEDULE

Here's an overview of what we have planned for HDI 2017!

Sunday, May 07

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8:00 AM - 9:00 AM Pre-Conference Workshop Breakfast
8:00 AM - 9:00 AM Registration/Information
9:00 AM - 5:00 PM 3-Day Pre-Conference Workshops
Presented By:
John Custy , JPC GROUP
HDI Support Center Director training focuses on the development and execution of strategic plans that will take the organization to the next level. Participants discover how to realize greater return on investment, develop and maintain formal procedures for increased productivity and consistency, and manage customer perceptions. Attendees will learn about: Assessment strategies for the support center; Techniques for quantifying your support center's value and maximize return on investment; A twelve-step process and decision matrix for selecting technologies and vendors; The r...
Presented By:
Randy Celaya , The Coaching Bridge
A support center's strategy drives everything it does: service delivery, infrastructure implementation, operational processes, workforce management, and support center marketing. Learn how to satisfy operational demands and build a support center that aligns with the organization, adds value to the business, and delivers on its commitments. What You Will Learn: The characteristics of an effective support center manager How to create service level agreements (SLAs), operational level agreements (OLAs), and standard operating procedures (SOPs) to support the service catalog Steps t...
Presented By:
Julie Mohr , Mind the IT Gap
Developed by the Consortium for Service Innovation, Knowledge-Centered Support (KCS) is a methodology and a set of processes and practices that leverage knowledge as a key asset of the support organization. KCS has been proven to allow service and support organizations to significantly improve service levels to customers, gain operational efficiencies, and increase the organization’s value to the company through knowledge management. This knowledge management course will provide support center supervisors, managers, and directors with a set of practical steps for capturing, storing, and succe...
Presented By:
Rae Ann Bruno , Business Solutions Training, Inc.
Desktop support involves more than just supporting desktops. It includes support for laptops, notebooks, PDAs, printers, and just about anything for which the company plans to provide face-to-face or deskside support. The desktop support manager is responsible for executing the operational and tactical plans of deskside support, while satisfying customer and business needs. Designed for both new and experienced desktop support managers, this course helps desktop support managers satisfy operational demands and build a support center that aligns with the organization, adds value to the busines...

Monday, May 08

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8:00 AM - 9:00 AM Pre-Conference Workshop Breakfast
8:00 AM - 9:00 AM Registration/Information
8:00 AM - 5:00 PM 2-Day Pre-Conference Workshops
Presented By:
Buff Scott, III , Propoint Solutions, Inc.
Problem management focuses on determining the root cause, identifying temporary workarounds, and applying permanent fixes so that incidents don’t happen again. Additionally, problem management uses trending data from incident and event management to identify potential failures and correct issues before the customer is impacted (I.e., "the incident that never happened"). The HDI Problem Management Professional may be a role and not a position within some organizations or a full time position in others. These professionals perform both reactive and proactive problem management and may assist wit...
9:00 AM - 5:00 PM 2-Day Pre-Conference Workshops
Presented By:
Virginia Scuderi , Competitive Advantage
The support center team lead serves as the communication link between the team and the manager as well as the first point of internal escalation for the customer. HDI's Support Center Team Lead training ensures that participants learn how to deliver exceptional customer support, promote process improvement, coach for success, and take charge of a team’s day-to-day operational activities. This course is designed for support professionals who need to develop fundamental management and leadership skills. What You Will Learn: Essential team lead management and leadership skills The imp...
9:00 AM - 5:00 PM 3-Day Pre-Conference Workshops (Continued)

Tuesday, May 09

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7:00 AM - 7:00 PM Registration/Information
8:00 AM - 9:00 AM Pre-Conference Workshop Breakfast
8:00 AM - 3:30 PM 2-Day Pre-Conference Workshops
9:00 AM - 3:30 PM 1-Day Pre-Conference Workshops
Presented By:
Fancy Leigh Mills Knebel , HDI
Beth Haggett , Extraordinary Matters
Jocelyn DeMaio
Offered for the first time ever, this powerful workshop brings together women in technology for a day of inspiration, networking, and one-of-a-kind professional development. Listen to panel discussions with esteemed industry leaders who will share their unique perspectives, and take advantage of opportunities to connect with other women in tech support and develop new skills. Find out how to build your brand with Jocelyn DeMaio, and learn the importance of coaching from Dr. Beth Haggett. This workshop is a who’s who of the most powerful women in tech support, and it’s a must-attend for those l...
Presented By:
Rochelle Porter , Chick-fil-A
Tony Letts , Chick Fil A
Alan Wilson , Chick-fil-A
You’ve started your Knowledge-Centered Support journey. Now what? To maximize your organization’s KCS investment and ensure long-term success, a robust coaching program is crucial―coaches champion organizational change and promote the behaviors that lead to effective KCS implementation. Led by Chick-fil-A staffers, this interactive workshop will take you through the steps needed to plan, launch, and track a top-notch KCS coaching program. You’ll leave with tangible takeaways, like coaching agreement templates, implementation timelines, scorecards, article quality indexes, and everything else y...
Presented By:
Robert Cordova , Rob Cordova Consulting, LLC.
Without creativity, our leaders are faced with solving tomorrow’s problems with yesterday’s solutions...and that just won’t work. Innovative leaders understand their role in driving creativity and change to successfully produce continued growth and profitability. This workshop offers the perfect mix of techniques and learning activities to influence leaders to become more innovative. You’ll learn how to challenge norms, stay open to new ideas, and take risks while owning your role in shaping your team’s creative climate.
Presented By:
Gregg Gregory , Teams Rock LLC
What is the common thread that links the Bubonic plague, an 8.0 magnitude earthquake, and teamwork? They can all have a devastating impact on a large number of people in a very short period of time! This energetic and interactive workshop will help managers improve communication and employee development. Find out how to foster productive working relationships within a culture of teamwork to successfully triumph and meet the mission goals.
Presented By:
Nicole Newton , Heart of the Customer
How hard is it to be your customer? Probably harder than you realize! Journey mapping is the key to understanding why you're losing customers and where your investment in customer experience can be best spent to produce the greatest loyalty. In this hands-on workshop, you'll create a journey map based on a hypothetical scenario and walk through the step-by-step process, including identifying "moments of truth." You'll leave with an improvement action plan and everything you need to conduct a journey mapping workshop in your own organization.
Presented By:
Krista Ciccozzi , Nexworks
Your IT department is valuable, but it’s not always easy to communicate that value to the business. In this workshop, you’ll learn more about your own communication style and find out why communication skills are so important to bridging the IT/business gap. Explore listening skills, getting and providing feedback, communicating with diplomacy and tact, dealing and communicating with difficult people, electronic communication best practices, basic presentation skills, and professional networking. You don’t want to miss this highly interactive workshop!
9:00 AM - 3:30 PM 2-Day Pre-Conference Workshops
9:00 AM - 3:30 PM 3-Day Pre-Conference Workshops (Continued)
11:00 AM - 2:30 PM Local Chapter Officers' Meeting
1:00 PM - 3:30 PM HDI Leadership Forums Roundtable
Presented By:
3:00 PM - 5:00 PM HDI Capital Area Chapter Meeting
4:00 PM - 5:00 PM General Session: Connecting the World of Technical Support (Manley Feinberg)
5:00 PM - 7:00 PM Welcome Reception in the Expo Hall

Wednesday, May 10

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7:00 AM - 7:00 PM Registration/Information
7:30 AM - 8:15 AM Breakfast Briefings
Presented By:
Edward Gray , University of Mary Washington
Recent surveys indicate that remote assistance tools are as important as ticketing tools in support organizations. In this session, you’ll get a behind-the-scenes look at how the University of Mary Washington uses remote assistance to improve support experiences for faculty, staff, and students, and find out how they’ve drastically reduced the number of issues that require desk side assistance. Beyond that, you’ll discover how you can use a remote assistance tool in areas outside of IT, including payroll and finance.
Presented By:
Leslie O'Flahavan , E-WRITE
As support professionals, we do our best to help customers resolve their issues. Sometimes we look like rock stars, and sometimes resolution is more difficult, maybe even unattainable. In these cases, emotions run a little higher and it’s crucial that we treat the customer with respect and sincerity, avoiding trite responses like the classic “we regret any inconvenience this has caused.” That’s sounds a lot like “sorry, not sorry,” and insincere apologies can increase contact volume, especially in email, chat, and social media. In this unique session, you’ll find out how to better empathize wi...
Presented By:
Ryan Gay , Elon University
Want a demonstration of the evolution of change management at Elon University? This session will tell you everything you need to know about the common challenges that businesses encounter when attempting to develop and implement change management. You’ll leave with the knowledge to effectively navigate the buy-in process for stakeholders, get the right people involved in your CAB and run the meetings effectively, and ask the right questions when evaluating proposed changes.
Presented By:
Jenny Rains , HDI
Thomas Lewis , HDI
Presented By:
Jo Ann Ream , Dallas/Ft. Worth Local Chapter
Want to grow your career? With sixty-plus local chapters in North America, what better place is there than right in your own backyard? Local chapter membership is a fantastic way to stay connected with industry professionals in your area! In this session, a panel of local chapter officers will share stories about the benefits of HDI at the local level and discuss the pleasures, perils, and pitfalls of the tech support and customer service industry.
Presented By:
Jason Wischer , Thomson Reuters
This energizing session will help you focus on recognizing the strength of yourself and your people and what it takes to create a culture that highlights a people-first teamwork mentality. Join us to discover the style that best describes your greatest strength, and learn about how to position the strong talent you have on your team and work together to achieve great results.
Presented By:
LaDonna Spragg , Accenture
Darien Chimoff , Alston + Bird
Do you have an industry topic that you are knowledgeable and passionate about? Do you have a desire to share your knowledge and expertise with others? Are you ready to take it to the next level - from Conference Attendee to Conference Presenter? You are invited to join us for an informational and interactive breakfast discussion to learn how to become a conference presenter.
7:30 AM - 8:30 AM Breakfast
7:30 AM - 8:30 AM Executive Connections Breakfast
8:30 AM - 10:00 AM General Session: Keynote 1; Awards:Local Chapter Officer of the Year; Hall of Fame
Presented By:
Ekaterina Walter
Do you have the right tools and knowledge to be a leader within your brand? Join Ekaterina Walter in this illuminating keynote where she’ll share the successes and failures of the most revolutionary entrepreneurs of our times—and bring to life the unconventional wisdom, the absolute truths, and the misconceptions about what it takes to build an innovative business. Her thought leadership has been featured on CNBC, ABC, NBC, FOX News, Forbes, TechCrunch, CNN, WSJ… and now she’s ready to bring it to HDI 2017! You’ll walk away knowing how to build inspired teams and strong partnerships that will ...
10:15 AM - 11:15 AM Session Block 1
Presented By:
Fancy Leigh Mills Knebel , HDI
Bring your questions, challenges, and solutions to this interactive session focused on desktop support. Connect with your peers and learn how the industry’s best and brightest are successfully implementing desktop support. Roundtable discussions on hot topics, common challenges, and best practices will ensure you leave full of new contacts, ideas, and strategies to supercharge your desktop support operations.
Presented By:
Philip Verghis , Klever
There’s no standard way for tech support leaders to report on what they measure. Even worse, they often measure too much—sometimes things that aren’t even relevant. Most organizations rely on metrics that were developed and perfected for phone-based call centers from the last century. Times have changed, so why haven’t our metrics? This session will introduce you to a powerful framework that will forever change how you think about metrics: the first open standard for customer support leaders.
Presented By:
Melissa Jackman , Duquesne University
When people are promoted to new leadership roles, they often struggle with their new organizational identity. With the high demand for managers and team leads to meet the ever-increasing demands of our customers, connecting with your peers and staff members is extremely critical. This session will show you how to make a smooth transition and become a well-respected, effective, approachable leader. You’ll find out how to overcome challenges as a new leader, master communication skills, and create meaningful connections that get results.
Presented By:
Phyllis Drucker , Linium
Most IT organizations build a request catalog that’s technical in nature, which is great for helping IT provide day-to-day service, but not so great when it comes to achieving high levels of customer adoption. This session will give you ten rock-solid tips for creating a catalog that is much more customer-focused. Most catalog initiatives fall just short of understanding the customer’s needs, and with Millennials flooding organizations, it’s imperative that we modernize support. A well-designed and properly implemented service portal can help you do this! Find out how in this forward-thinking ...
Presented By:
Roy Atkinson , HDI
Level 0 support—unassisted support or customer self-service—has an adoption problem. Why? For starters, knowledge bases are written from the support perspective, not the customer perspective, making searches difficult. Oh, and often customers don't want to take the time to look things up. What if cognitive systems (think Siri) were there to assist? Between Level 0 and Level 1 (assisted support), there can be a new level—0.5—presenting cognitive systems or artificial intelligence to assist customers and users. Join this session and ride the wave of Level 0.5 support!
Presented By:
Manley Feinberg , Vertical Lessons, Inc.
While most IT leaders understand the importance of communication skills, many don’t have the resources or development path to ensure their team always communicates effectively. This session focuses on dramatically improving your communication skills so you can deliver more effectively in a variety of settings. Join us to find out how you can stand above the typical IT crowd with world-class communication skills that ensure you connect with your organization, drive IT service innovation, and illuminate the value you and your IT organization bring to your business.
Presented By:
Kathryn Goldman , KBG Solutions Ltd
Packed with anecdotes and real stories from a variety of IT organizations, this session will help IT professionals gain trust and build mutually beneficial relationships at all levels of the organization. With a focus on steering IT to optimal customer and business outcomes, you’ll uncover the psychological and neurological influences that define relationship dynamics. Explore the importance of soft skills, communication and collaboration, business acumen, change management, negotiation, leadership, and more. Join us to find out what’s next for IT and the critical role relationships will play ...
Presented By:
Neil Gloudemans , St. Norbert College
Taylor Jadin , St. Norbert College
Come find out how St. Norbert College has embraced the idea of radical customer service! By implementing the Mobile Service Desk (MSD)—a portable and innovative way to reach customers by bringing services to them—SNC provides a fun and unique way for customers to interact with IT staff. Learn about the mobile service desk model and discover the ways you can transform your service desk into an unforgettable cutting-edge force that delivers undeniable business value.
Presented By:
Rae Ann Bruno , Business Solutions Training, Inc.
Many organizations focus on attracting and retaining employees, but to get the results we desire, we need to motivate and engage our employees and teams to deliver better customer service. With several generations in the workforce, a "one size fits all" approach to motivation and engagement doesn't work. Attend this session to learn what motivates each generation and how you can create an environment where your teams will be highly engaged, productive, and successful.
Presented By:
Barbara McKinnon , University of Pennsylvania
Attacks on network printers throughout higher education reached an all-time high in 2016. In this case study-based session, Barbara McKinnon will share lessons learned and methods used at the University of Pennsylvania library, where they’ve achieved reliable junk-free cross-platform network printing. You’ll find out how the use of various print protocol settings, passwords, and features has resulted in increased productivity, reduced cost, and higher client satisfaction among faculty, staff, and students. You’ll walk away with an understanding of which print protocols to turn off, which ones ...
11:30 AM - 12:30 PM Session Block 2
Presented By:
Cay Robertson , TECO
Is desktop support an extension to your service desk? Are they united, or do they operate as two separate teams? As the face of IT, it’s imperative that these two functions work together as a united front to improve efficiencies and increase customer satisfaction. In this session, you’ll find out how Tampa Electric Company’s IT department puts the customer first by removing the barriers and working as one team through feedback, KCS, applications reviews, job shadowing with the customer, and much more.
Presented By:
Jeff Rumburg , MetricNet, LLC
Industry data shows that support organizations that conduct annual benchmarking are far more likely to achieve world-class performance. Yet fewer than 20% of all support groups engage in benchmarking. In this session, you’ll review performance data from more than 200 support organizations, as well as several case studies that show how your peers have harnessed benchmarking to quantify performance, draw industry comparisons, identify performance gaps, and define the actions necessary to optimize efficiencies.
Presented By:
Mary Cruse , First American Corporation
You want a great team. You deserve a great team. But there’s that one person holding everyone back. You’ve coached them and talked to them about the things they need to do to meet expectations and still no results. It’s time for that more difficult conversation—but how? In this session, you’ll learn some unique strategies for how to best approach difficult conversations to improve performance. You’ll leave with new ideas and confidence to get the results that will put your team back on track.
Presented By:
Julie Mohr , Julie L. Mohr
This session investigates the core requirements of problem management. It’s your chance to find out how to drive business value by eliminating infrastructure failures and preventing recurring incidents through analysis of historical data and trends. Join us for a deep dive into problem management and its relationship to incident management as you learn all there is to know about the incident/problem/change lifecycle and how these critical processes can make your organization more nimble and proactive.
Presented By:
Troy DuMoulin , Pink Elephant
In this session, you’ll learn how to use Lean tools and ITIL roles and responsibilities to focus on improving processes and IT services. Detailed discussion of tools like the voice of customer, critical to quality tree, value stream mapping, and DMAIC (Define, Measure, Analyze, Improve, and Control) will enlighten you to the importance of business relationship management, service level management, process owners, process managers, and service owners.
Presented By:
Michael Pacitti , Columbia University
Looking for a highly interactive, slightly unconventional session? If you are, this session will be right up your alley! Collaborative group approach to tackling the topics of team performance and transformation? Check. Interactive technology for real-time audience polling that determines an on-the-fly agenda? Check. Lots of engagement, debate, and interaction? Check. Join your peers and team transformation experts to learn how to develop high-performing teams in this unforgettable session.
Presented By:
Kenneth Wendle , Edify ITSM, Inc.
What does it really mean to “improve”? What constitutes an “improvement”? These and other continual service improvement (CSI)-related questions will be answered in this entertaining and thought-provoking session. (Spoiler alert: It’s not an improvement unless it increases value!) Join us to get the full scoop on CSI and its position in the core set of ITSM services, and find out how to use this strategic model to better understand, prioritize, and meet your business demands and customer’s needs.
Presented By:
Jeff Toister , Toister Performance Solutions, Inc.
A few elite help desks have figured out how to get their support teams absolutely obsessed with delivering outstanding customer service. Whether they're supporting internal or external customers, they somehow seem to do the right thing each and every time. This interactive, entertaining, and informative session will reveal their secrets. Through experiential activities, cutting-edge research, real-life examples, and practical solutions, find out how you can ignite your team’s passion and develop strategies to integrate within your own organization.
Presented By:
Rochelle Porter , Chick-fil-A
Tony Letts , Chick Fil A
Alan Wilson , Chick-fil-A
You’ve started your Knowledge-Centered Support journey. Now what? To maximize your organization’s KCS investment and ensure long-term success, a robust coaching program is crucial―coaches champion organizational change and promote the behaviors that lead to effective KCS implementation. Led by Chick-fil-A staffers, this interactive session will take you through the steps needed to plan, launch, and track a top-notch KCS coaching program. You’ll leave with tangible takeaways, like coaching agreement templates, implementation timelines, scorecards, article quality indexes, and everything else yo...
Presented By:
Nate Brown , Underwriter's Laboratories
Building a customer experience strategy is much like building (and maintaining) a home: It requires the use of the right techniques at the right time to create an appealing and lasting result that (hopefully) continually increases in value. This session will use Underwriters Laboratories’ experience to equip you with a meaningful formula for customer experience success across the entire organization. You’ll leave with a simple five-step blueprint for building a solid and valuable CX program.
12:30 PM - 2:00 PM Executive Connections Lunch
12:30 PM - 2:00 PM Lunch
12:30 PM - 3:30 PM Expo Hall Open
12:45 PM - 2:30 PM Solutions Spotlight Sessions
3:00 PM - 4:00 PM Session Block 3
Presented By:
Jill Beckman , Boston University
Mark Kimionakis , Boston University
It’s been said that IT folks working in education are closest to current technology trends, and that student use of technology can be an indication of where our industry is going. Do they prefer Mac or PC? Are they carrying one device or seven? Are there any new “must-have applications? What do students find to be their biggest challenges when working with technology? In this interactive session, learn how Boston University students currently use and view technology, and discover whether students really are on the cutting edge and paving the way for new ideas.
Presented By:
Rae Ann Bruno , Business Solutions Training, Inc.
We often hear about balanced scorecards in tech support, yet when we build them, we don't always get the results or behaviors we were expecting. Maybe that’s because the scorecard isn't really balanced! This session presents a method for effectively measuring and improving efficiency and quality, and building balance into your scorecard. You’ll get sample reports and templates that will help you create a scorecard that truly measures the customer experience and leads to an efficient support team that provides consistent, high-quality services.
Presented By:
Richard Sykora , Blackbaud
IIt’s amazing how many organizations, no matter the size, don’t use workforce management (WFM) tools. Good forecasting and scheduling techniques can make or break a support center’s performance, so it’s vital that managers have a firm understanding of the concept. This session will give you that conceptual knowledge, along with best practices and peer success stories to help you implement a WFM strategy in your support center.
Presented By:
John Clark , Microsoft Corporation
Organizations that deploy traditional support against cloud adoption typically see a decrease in value and an increase in poor support experiences within the organization. That’s why Microsoft has evolved something it calls "Modern Service Management." It's not a framework or licensed software, but rather a different lens to look through when making decisions about ITSM and cloud services. This session clues you in on all of Microsoft’s latest recommendations, including specific guidance on changes to the service desk and support model. You’ll take home tools and templates on service mapping, ...
Presented By:
Liz Bunger , Paychex
What if the service desk could save your company four million dollars a year just by using self-service? You’d say, “Where do I sign up,” right? This session, that’s where! This case study-based session delves into the Knowledge-Centered Support (KCS) initiative implemented by Paychex, Inc., and details the benefits (and huge savings) they reaped in the process. You’ll find out why and how they did it, what worked, where they seized opportunities, and how the successful implementation turned their service desk into an organizational anchor that led to a company-wide adoption of a KCS culture.
Presented By:
Gregg Gregory , Teams Rock LLC
Do your team members hold each other accountable? Does morale suffer due to lack of trust or commitment? Are you just one big, dysfunctional family? Building a cohesive team requires a clear understanding of the dysfunctions that keep your group from growing into a cohesive unit. This session cuts right to the core and shows you how to build a united group of rock stars! You’ll soon realize that effective communication, a binding trust, and engaged employees leads to positive results for not only your support center, but the entire organization.
Presented By:
John Custy , JPC GROUP
Is your support center delivering on its business commitments, or is it seen as just another operating cost? To provide real value to the organization, you must have a strategic service plan―it’s really that simple. And while many organizations talk about strategy and strategic frameworks, few have actually implemented anything. In this session, you’ll learn the necessary components of a strategic service plan that can be funded and aligned with the business’s vision, and can bring value to you, your customers, and the business.
Presented By:
Jeff Rumburg , MetricNet, LLC
The growth of multichannel support and BYOD policies has opened up a plethora of new avenues for customers to engage with IT support. This has the potential to create a richer, more satisfying experience for the customer, but savvy support organizations recognize that it isn’t good enough to simply replicate the same service in different channels. It’s really about maximizing the customer experience for each unique channel and device. In this session, you’ll find out how progressive support organizations have harnessed the potential of “any time, any place” support to drive and sustain high le...
Presented By:
Jacque Rowden , Continuum
Most of us understand change management from the ITIL perspective—typically in the form of changes rolling into our IT infrastructure. But what about changes to internal service desk processes? Changes here can be fast and furious, and are often unmanaged. That’s how it was for Continuum’s service desk, until they introduced an internal CAB and change management process. In this session, you’ll see how they implemented a standardized process and internal tool changes that follow a monthly release schedule that made an enormous difference in the communication, training, and auditing of process ...
Presented By:
Barckley Toole , The Coca-Cola Company
Is there a disconnect between customer satisfaction and true customer experience? Do you have high ratings for service desk satisfaction but complaints about IT as a whole? In this session, we’ll walk through The Coca-Cola Company's journey building a balanced scorecard measuring the customer interactions that matter most. A customer journey map is a framework that enables you to improve your customer experience by helping you understand how customers interact with you now and helping you identify areas for improvement moving forward. Learn how to build customer journey maps that highlight gap...
4:15 PM - 5:30 PM General Session: Keynote 2; Awards: Analyst of the Year; Desktop Support Technician of the Year; CSAT Elite 50
Presented By:
John Sileo
John Sileo’s identity was stolen and used to commit a series of crimes, including $300,000 worth of digital embezzlement. While the data thief operated behind the safety of John’s identity, John and his business were held legally and financially responsible for the felonies committed. It destroyed his corporation and consumed two years of his life, but John chose to fight back and speak out… and he’ll be at HDI 2017 to teach you how to bulletproof your bottom line against data breach. Through cutting-edge research, disarming humor, and hilarious audience interaction, you’ll be inspired to emot...
5:30 PM - 7:30 PM Networking Reception in the Expo Hall

Thursday, May 11

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7:00 AM - 6:00 PM Registration/Information
7:30 AM - 8:15 AM Breakfast Briefings
7:30 AM - 8:30 AM Breakfast
7:30 AM - 8:30 AM Executive Connections Breakfast
8:30 AM - 9:45 AM General Session: Keynote 3; Awards: Manager of the Year; Team Excellence
Presented By:
Biz Stone
Anchoring the HDI 2017 keynotes will be Twitter co-founder and “Entrepreneur of the Decade,” Biz Stone. His captivating appearance will feature an interview-style chat where he’ll field questions and provide his unique and thought-provoking perspective—at the core of which stresses creativity, learning from mistakes, and celebrating the triumph of humanity with a little help from technology. Filled with profundity, foresight, entertainment value, and takeaways for your life and your business, this is your chance to meet one of the most enlightening and influential people of our generation.   
10:00 AM - 11:00 AM Session Block 4
Presented By:
Steven Van Dyke , Federal Reserve Bank of Boston
Second-level IT is always seeking ways to reduce costs, deliver products quickly, break down friction for customers, and track products. This case study-based session will show you how the implementation of a “technology vending machine” helped the Federal Reserve Bank of Boston enhance the user experience by allowing customers to obtain various technology supplies and equipment on their own, by simply entering a PIN or swiping a card.
Presented By:
John Custy , JPC GROUP
Do your managers keep talking about the need to add more value without first defining what value is or how to measure it? IT help desks, service desks, support centers, and call centers all help customers improve their productivity to achieve business goals and objectives. Yet the metrics from most of these groups are typically about how busy the service desk or call center is, not about the value or outcomes provided by the organization. In this session, you’ll learn to think differently about the work completed by your team and how to share the outcomes, not just the outputs, with your key s...
Presented By:
Mark Fitzgerald , Boise State University
If you’re considering dipping your toe into metrics, or are ready to just take the plunge, this session is for you. Those new to reporting will gain an understanding of the fundamentals of service desk metrics—everything from first call resolution and customer satisfaction to average answer speed and mean time to resolve. You’ll leave with a solid understanding of individual metrics and how each plays into the continual quest to improve and measure customer satisfaction.
Presented By:
Lisa Callihan , University of Michigan
Do you have a process in place for quickly restoring services in the event of a major incident? Beginning in 2010, the University of Michigan started a journey of implementing just such a process. This session will share that journey through vivid examples of the development, implementation, and results they achieved. You’ll leave with an understanding of just how crucial a major incident process is, as well as a toolkit that includes a process guide, templates, communication plans, and costing model to help you create a similar process for your organization.
Presented By:
Todd Gladden, CWPP , Planmen Consultancy, LLC
In tech support, managing real-time activities is a constant challenge. Volume, handle time, and availability can change at a moment’s notice. To keep up, a workforce management plan that enhances your ability to service customers is all but required. In this session, you’ll explore the areas of development necessary to build an effective and efficient plan. Come learn about the benefits of access management planning, what customers expect, and how to optimize service levels and occupancy.
Presented By:
Lea Brovedani , Sagacity Consulting
Good tech support is always built upon a foundation of trust. Building trusting relationships not only among your team but also with other teams throughout the business is critical to running a successful support center. So what are the indications and markers that trust within your organization may be lacking? This session will help you develop the communication skills that demonstrate trustworthiness, break down the conditions that must exist in order for trust to thrive, and walk you through the key steps for rebuilding broken trust.
Presented By:
Richard Sykora , Blackbaud
By reducing the cost of support while improving the customer experience, it’s easy to see why shift-left is taking the tech support industry by storm. In this session, you’ll get a real-world, behind-the-scenes look at the shift-left transformation that enabled Blackbaud to reduce operating costs by $1 million while maintaining a 93% customer satisfaction rating.
Presented By:
Jessica Klein , Texas Tech University Health Sciences Center El Paso
Braulio Cuellar , Texas Tech University Health Sciences Center
Mary Hickey , Texas Tech University Health Sciences Center
This case study-based session, targeted toward the healthcare and higher education industries, shares a proven, three-pronged approach to improving customer service and optimizing knowledge management. By establishing more open communication, optimizing tools within budget limitations, and revising their employee recognition program, Texas Tech Health Sciences Center was able to increase first call resolution and project completion rates, decrease customer complaints, and significantly boost employee morale. Come hear their story!
Presented By:
Justin Robbins , UBM Technology Group - HDI and ICMI
When it comes to communicating the key metrics with your team, how do you ensure that the information is meaningful, actionable, and easy to understand? The answer is balanced scorecard! A concept that is easy in theory, but proves challenging when the time comes to develop one that effectively delivers on your goals and objectives. In this session, you’ll discover tips, tricks, and industry best practices for developing and utilizing effective employee scorecards. If you want to see better results from your KPIs, this is the session for you!
Presented By:
Kenneth Wendle , Edify ITSM, Inc.
Go for it! Just do it! Get’r done! Popular culture is full of references to execution: the art of getting things done. So why does it sometimes seem so difficult to just get things done? Just when you think you’re making progress, so many things tend to get in the way. This insightful and entertaining session will provide concrete examples of the power of execution and practical advice on getting out of the paralysis of analysis and into the arena of achievement!
11:15 AM - 12:15 PM Session Block 5
Presented By:
Jill Weber , Derse
Dian Survance , Advocate Health Care
The talents and secrets of award-winning desktop support technicians can’t be bottled or cloned, but they can be shared. In this session, the finalists for the HDI Desktop Support Technician of the Year Award will share their stories—and maybe even some of the secrets to their success! This is your chance to pick the brains of the best in the business and get an insider’s perspective on what it takes to advance your career and improve your support center.
Presented By:
Phyllis Drucker , Linium
Not everyone in the organization is interested in the same data, but you’d think they were based on scorecards and reports we provide to them! This session focuses on the people we provide reports to and how to build both operational and management dashboards with their goals in mind. After starting with the basics, like defining CSFs and KPIs, we’ll go beyond the measures and talk about how to use them to plan improvements and produce more effective management reports. You’ll walk away with an understanding of how to define KPIs that provide indicators of operational success and how to use th...
Presented By:
Michael Little , Bob Evans Farms
Come learn the ten steps that can transform your help desk from helpless to helpful. Charts, stories, and case studies will enlighten you to the importance of everything from senior leadership buy-in to partnering with HR to metrics, culture, attitude, an active knowledge base, and more! So much to learn, so much actionable information to immediately apply to your own help desk.
Presented By:
Tony Welsh , Union Pacific Railroad
All aboard! Join us for a case study session and learn how Union Pacific’s service desk applied Knowledge-Centered Support principles to improve business efficiency and shift toward self-service. Find out about their shift-left initiative, review the processes and technologies they implemented, hear their lessons learned, and see how KCS principles have been applied toward realizing Union Pacific’s financial and service goals.
Presented By:
Eddie Vidal , EJV Corporation
Jenny Rains , HDI
How has the way we deliver customer service changed in the last 50 years? Delivering service with a smile and a positive attitude remains a cornerstone, but what about the data used to improve service? Survey results are great, but are you using the results to create an action plan and effect real organizational change? In this session, you’ll look at useful methods, such as Net Promoter Score (NPS) and Customer Effort Score, for improving the quality of your service delivery on a continual basis. You will walk away with survey questions, results-oriented actions, metrics, and templates.
Presented By:
Ryan Mayes , Tractor Supply Company
At Tractor Supply Company, providing legendary service to stores and customers requires more than mere words. It’s been a distinguishing service philosophy since the company’s start more than seventy-five years ago. But with their storied history comes a great deal of transformation for the help desk and customer solutions center. In this session, learn how they’ve managed to keep their promise of top-notch service through recent years of significant store and omnichannel growth, increasing complexity in their business operation, and expanding expectations of the retail customer.
Presented By:
Lou Hunnebeck , Fruition Partners, Inc.
The changing relationship between the business and IT is forcing us to think and behave differently as service providers. We must adopt new ways of assessing ourselves in response to evolving business needs and expectations. This session will discuss the challenges associated with adopting a genuine “service” mentality and the role of the service desk in that endeavor. You’ll come away with a strategy for establishing trust and credibility with the business and a self-evaluation questionnaire to test your department’s service focus, orientation, and gaps.
Presented By:
Travis McBee , Cerner Corporation
Stephanie Hensley , Cerner Corporation
What does it mean to know your users? If you think you know the answer, you may be surprised after you leave this session. Using log aggregation for a user-centralized support model, Cerner Corporation can now pull up a data sheet on a customer and know immediately why they’re calling, what type of system they’re re using, and a history of their self-service activities. As you may have guessed, this has led to significantly reduced call times and ticket volumes, and increased first contact resolution. Imagine a world where instead of the user having to explain the issue to the support desk, th...
Presented By:
Gregg Gregory , Teams Rock LLC
Customer expectations are rising due to advances in web-based help systems and increased customer engagement and understanding. For many customers, the time-worn standard of tier-based service is no longer appropriate. This session explores the benefits of engaging your team in a “swarm” approach to customer service. Find out how a team-centric support approach can boost employee morale while creating a culture of exceptional customer service—ultimately leading to organizational growth and success.
Presented By:
Dan Wilson , Volkswagen Group of America
This facilitated roundtable session will focus on strategic sourcing and show you how to successfully manage vendor relationships. Join us to share and discuss practical practices, common challenges, and review case studies aimed at improving your sourcing relationship and vendor performance. In the end you’ll leave with a clearly defined expectation of vendor performance requirements, and the knowledge to help you manage the delivery of these requirements against a scope and service level commitment.
12:15 PM - 2:00 PM Executive Connections Lunch
12:15 PM - 2:00 PM Lunch
12:15 PM - 4:00 PM Expo Hall Open
12:30 PM - 3:00 PM Solutions Spotlight Sessions
3:30 PM - 3:50 PM Expo Prize Giveaway
4:00 PM - 5:00 PM Session Block 6
Presented By:
Rob Evelyn , Brown-Forman Corporation
Tremayne (Trey) Perkins , Brown-Forman Corporation
Looking to mature your team into a cohesive unit focused on value-add activities and end-user cost savings? The answer can be as simple as increasing the productivity of your desktop support agents, and you can find out how to do that in this session! Join us to learn how Brown-Forman has implemented efficiencies, automation, and partnerships to evolve their global IT service center. Proven, real-world examples will show you how to create a proactive service desk that enriches the organization by improving efficiencies in globalization, procurement, imaging, policies, and procedures.
Presented By:
Chris Kloepping , Ticketmaster
Are you struggling with KCS reporting at an agent level? A new UFFA scoring method could be for you! By measuring how often agents are creating, modifying, flagging, and linking articles, you can combine those data points into a formula that produces one score for each agent. You’ll leave this revealing session with a new appreciation for KCS expectations for every level of your support staff, and have a foolproof action plan for optimizing knowledge-sharing throughout your organization.
Presented By:
Peter McGarahan , First American Title Insurance Co.
High-impact incidents can make or break your organization. It can get messy when IT hits the fan, but there are ways to minimize the damage and come out with little to no negative impact on the business. So, what happens when you suffer one of these critical, high-impact incidents? Who needs to be involved, and how will you communicate with them? Do you currently have a plan—and how often do you update it? In this session, you’ll get the scoop on all the best practices, case studies, frameworks and real life examples of challenges/solutions that will help you quickly and effectively work throu...
Presented By:
Troy DuMoulin , Pink Elephant
As organizations shift gears to accommodate the business’s need for speed and agility, there’s a growing interest in models and methods for accelerating business value generation. At the same time, there’s growing confusion on how these different models, such as Lean, Agile, and DevOps, connect and how they relate to the principles and practices of ITSM. This informative session gives you an easy-to-understand blueprint for how these different pieces fit together within the larger puzzle and how to leverage each of them to accelerate your value-creating processes.
Presented By:
Paul Strei , Associated Bank
Shift-left has been used by the support industry to describe the process of enabling the service desk to solve incidents quicker by owning more resolution activities. As a service desk manager, you may be excited to see your team's resolution rate and morale increase as they feel empowered to resolve more and more incidents—but shift-left is just the start. As support organizations investigate new ways to realign resources, they’re under more pressure to resolve issues without escalation. In this session, you’ll find out why it’s now important to “pull-right” and harness a process where the se...
Presented By:
Nate Brown , Underwriter's Laboratories
As leaders, there’s no greater investment we can make than in the engagement and development of our people. The organizational effects of a happy and empowered support team run far and wide. This session will show you the techniques and motivations that Underwriters Laboratories has used to reduce turnover, improve agent performance, and emerge victorious from the battleground of employee engagement.
Presented By:
Julie Mohr , Julie L. Mohr
It’s the age-old question: what does IT contribute to the success of the business? This session will analyze the core IT processes that provide critical operational data and show you how to use that data to demonstrate business results. You’ll look at the corporate balanced scorecard, IT dashboards, key performance and goal indicators; you’ll also examine the processes used to establish metrics and measurements, and learn how to use the balanced scorecard to improve communication between IT and the business. You’ll walk away with a clear vision of the true value your team provides to the busin...
Presented By:
Douglas Pamplin , BNY Mellon
Prepare to transform your employee experience through the digital workplace! This session will open your eyes to the importance of a more consumerized work environment and show you how this new business strategy is revolutionizing the way we boost employee agility and engagement. Join us and find out how you can drive this cultural change through the expansion of the IT charter, which in turn produces greater transparency, less employee friction, and ultimately, better business outcomes.
Presented By:
Leslie O'Flahavan , E-WRITE
While support centers are spending lots of energy launching, training for, and monitoring service in chat and social media, many customers still prefer email. According to Dimension Data, email is the second most popular support channel for Baby Boomers and Gen X-ers and the most popular channel for Gen Y-ers. Whether email as a support channel is “dying” may be up for debate, but what’s certain is that email’s not dead yet. In this session, you’ll learn best practices for writing emails to customers and learn how social media and chat have changed the landscape for customer service email.
Presented By:
Bob Rice , Solutions3 LLC
Don’t be the next news headline! Recent thefts of business-critical information have occurred when the service desk granted cyber-crooks access to internal servers. Expensive technology didn’t stop the breach, so the question is, how could this happen? Are there best practices to provide guidance to develop robust cyber-protection? The answer is yes, and this session will explore those best practices and the role the service desk plays in response and cyber-resilience.
7:00 PM - 10:00 PM HDI 2017 Conference Party

Friday, May 12

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7:30 AM - 9:00 AM Breakfast
7:30 AM - 9:00 AM Executive Connections Breakfast
7:30 AM - 1:00 PM Registration/Information
9:00 AM - 10:00 AM Session Block 7
Presented By:
Jason Hunt , RCIS
Automation is all the rage these days. This case study-based session will show you how the RCIS desktop team exploited the automation craze to increase efficiency and market their game-changing achievements to the organization. You’ll walk away with actual steps and samples of automation and scripts that you can customize for your own company’s needs. Don’t miss this opportunity to find out how your desktop team and service desk can be the pinnacle of streamlined, effective technology use.
Presented By:
Eric Goupil , Stefanini
Today’s service desk faces a growing challenge of trying to understand and meet the varying service expectations of its customers. As both internal and external customers demand more, service leaders are inundated with a never-ending number of SLAs and KPIs. In this session, you’ll learn how to use your data to provide a proactive and valuable service to your customers. Join us and find out how to maneuver through Big Data, go beyond service levels as the main indicator of customer satisfaction, use KPIs that drive action and results in new ways, and much more.
Presented By:
Doug Rabold , CPS Energy
This inventive session will use storytelling to demonstrate the fundamentals necessary to take your service desk from immature to mature to award-winning. The parable revolves around the maturing process of a monstrous humanoid orc and the steps taken along the path to maturity. Don’t miss this fun, unconventional, and entertaining jaunt into the fantastic world that helped forge the 2015 HDI Team Excellence Award winner.
Presented By:
Lena Stormvinge , ComAround
Trends show that organizations with a successful Knowledge-Centered Support (KCS) program can also realize benefits when implementing KCS in other parts of the organization, starting with HR and training. But what challenges do we face when adopting KCS on such a large scale, and how can we ensure our journey is successful? This session will inspire you to embrace change in order to increase the value proposition of your entire organization. It will hit on key objectives and practical strategies, and provide you with real-world examples and lessons to use during your own implementation.
Presented By:
Lou Hunnebeck , Fruition Partners, Inc.
It’s no surprise to say that customers and users demand a lot from IT. Whether dealing with customers who represent the business on a tactical level or the day-to-day operational users, IT departments are finding success interacting via a one-stop IT portal. This session will discuss the benefits and challenges of creating, using, and maintaining an effective IT portal. You’ll explore current trends and find out how to avoid the pitfalls when setting up a portal to include things like FAQs, ticket logging, service request catalogs, and more. Whether it’s a full-service offering or simply a ga...
Presented By:
Jeff Toister , Toister Performance Solutions, Inc.
Do your technicians deliver consistently exceptional support? If you said no, you’re not alone. Unfortunately, far too many support techs continue to fall short of their potential—even with significant training and coaching. Based on extensive research and experience, this highly interactive session reveals five of the hidden, unusual, and even counterintuitive causes of poor support. Through a series of experiential activities, you’ll examine each obstacle in a way that’s both fun and revealing. More importantly, you’ll learn to create solutions for overcoming these challenges in your organiz...
Presented By:
Jamie Stannard , DEXIS
Do you need help identifying and eliminating processes that aren’t efficient? Are you looking for a fun way to learn and teach Lean concepts? If you are, this is the session for you! Using Lego building exercises, you’ll find out how to improve efficiency with your service and support teams, strengthen procedures, and quickly identify areas for continual improvement. You’ll leave this interactive session with practical tips and fun exercise instructions to Lean out your processes back at the office.
Presented By:
Jan Dietz , Stefanini
This session will show you how to build a training plan for your global team that prepares each individual to provide an excellent customer experience. Through an engaging five-step process, you’ll learn how to set expectations, ask the right questions of stakeholders, align your content and delivery methods, carefully select trainers, and evaluate best practices. In the end, you’ll be equipped with a development plan that will focus your training on aligning with the customer experience and business strategies in a global environment.
Presented By:
Jim McKennan , independent consultant
In this session, Jim McKennan, aka Dr. Jim the Service Doctor, will use his vast experience as an IT professional and consultant to lay out the steps necessary to make improvements to the customer experience. By focusing on customer service communication skills and using business relationship management, you’ll not only improve the customer experience but also improve customer satisfaction while reducing IT support costs. It’s the tech support trifecta, and we’ll show you how to attain it in this session.
Presented By:
Nelson Cabral , Cabral Creative Leadership International Inc.
Having exceptional creative talent isn’t enough. There’s only one way to ensure peak performance in your employees and organization: you need to lead it, with a unique, creative kind of leadership. This interactive session will show you how. You’ll walk away with proven management philosophies and practices to help you build and maintain a creative culture and in the process you’ll be poised for breakaway growth and success by unleashing your organization’s most powerful hidden natural asset: human creativity.
10:15 AM - 11:15 AM Session Block 8
Presented By:
Mike Hanson , Optum, Inc.
In 1962 President Kennedy vowed that the USA would land on the moon by the end of the decade. At the time, we had not yet put a man into orbit! NASA had to quickly go from no organization, very little experience, ineffective hardware, and nonexistent technology to a dedicated team and the technical means to reach the goal. They had to develop new leaders, build new processes, and develop and adopt new technology at a fantastic rate. This session will use period images, video, and even actual artifacts that I've collected over the years from the space program to illustrate the leadership princi...
Presented By:
David Seletyn , Booz Allen Hamilton
Jin Niu , Booz Allen Hamilton
Every organization uses text—intelligence reports, memos, agent documentation, and so on—and help desks are no exception. Every day, agents generate thousands of text instances that can provide insight into their performance. When analyzed, these data enable targeted guidance, tailored training, and greater situational awareness. But with that comes a lot of noise to decipher. Using machine learning algorithms and publicly available tools, Booz Allen Hamilton is able to categorize text into meaningful groups. This session shares their story and shows you how you can use text analytics to gain ...
Presented By:
Marie DiRuzza , Worcester Polytechnic Institute
The “Definitive List of Services” is the core of any good service management system. Without a strong core, you can’t perform at a high level, let alone achieve your goals. So, if your definitive list of services is weak, poorly formed, or designed around your organizational structure (as opposed to being service-oriented), it may be difficult to achieve success with service management initiatives. This interactive and collaborative session will show you how to facilitate service definition and service evolution discussions within your organization. Whether you’re just getting started or looki...
Presented By:
Matthew Haggerty , Ridgehead Software
Antifragility is the art of becoming stronger via the application of stress and volatility. In our industry, it’s sometimes good to “fail forward” and build scar tissue to become stronger, smarter, and faster. In this session, you’ll see how cutting-edge organizations are realizing that processes galore are preventing their people, teams, and tools from feeling stress and working their muscles.
Presented By:
Christopher Beck , Coach, Inc.
This session offers a case study from Coach, whose IT department has undergone major transformation over the past year. Having adopted a new tool to manage their service delivery and engaging a service provider to deliver infrastructure support, Coach is in the midst of simultaneously implementing three major initiatives. It’s something they lovingly refer to it as "changing the wings on a plane mid-flight," and they’re ready to share their story with you! Find out what have been the crucial components to Coach’s success, what they’ve learned, and the ways in which they’re constantly striving ...
Presented By:
James Murphy , Penn State University
Surviving difficult times as a service desk can come down to coaching your team. This session will show you how to build a team and a culture that can weather any storm. You’ll gain a new perspective on failing and quitting, understanding the locus of control and what it means for your team, taking ownership of your job and not the service you support, and modeling techniques that can convert stress into pressure.
Presented By:
Peter McGarahan , First American Title Insurance Co.
In the Concierge Center, everyone is a customer. Think of it as a single point of contact that provides comprehensive services to all employees and customers. This session speaks to why most organizations have yet to realize its full potential as they struggle with the bigger picture of uniting both the internal-facing help desk/service desk and the external-facing contact/call center. You’ll focus on all the possibilities and untapped capabilities of integrating and automating best practices and processes into state-of-the-art technologies that deliver results by providing high-quality intera...
Presented By:
Benjamin Li , Valdosta State University
This case study-based session is a must-attend for anyone in the higher education tech support field. Learn from the Valdosta State University Solutions Center’s experience with forming a centralized call center, and find out how they’ve combined IT and enrollment management support to streamline the way calls are fielded. Through the use of new designs in automation, analytics, and telecommunications, they can offer technology assistance to support the key university business goal of recruitment, while still providing the same award-winning levels of service. And they’re ready to show you how...
Presented By:
Leslie A. Cook , HDI
Christie Shell , Robert Half Technology
We’re bringing out the cream of the crop for this session! It’s a special AMA, where you can ask this year’s industry award winners anything. This panel will feature the 2017 Analyst of the Year, Desktop Support Technician of the Year, Manager of the Year, and Local Chapter Officer of the Year Award winners, the HDI Team Excellence Award winner, the HDI Hall of Fame inductees, and top representatives from the CSAT Elite 50. Don’t miss this opportunity to learn from the best and find out what it takes to ascend to the peak of your profession.
Presented By:
Stephen Mann , ITSM.Tools
IT didn't invent service management. Nor is it the only corporate service provider that can benefit from service management or ITSM. Other corporate service providers such as HR, facilities, and legal have similar operational and service management requirements to IT and, as such, they can also benefit from proven ITSM best practices and capabilities such as ticketing, workflow and automation, knowledge management, and self-service. All of which can help to improve services, increase efficiency, and deliver a better customer experience. Enterprise service management is one of the hottest ITSM ...
11:30 AM - 12:45 PM Closing General Session: Keynote 4; Sweepstakes Winner Announced
Presented By:
Jeff Havens
Get ready for a masterstroke of reverse psychology with this hysterical keynote that tells you exactly how not to talk to others. Both hilarious and meaningful, this powerful presentation will show you how small changes in our communication strategies can often be the most important (and least expensive) way to strengthen relationships, increase loyalty, and create a culture of teamwork and mutual respect. Whether you want to improve leadership or change management strategies, deliver outstanding customer service, or simply create a positive team dynamic, this keynote will leave you refreshed,...