HDI Charlotte - July 2014 Newsletter

HDI Charlotte - July 2014 Newsletter
From Your President: Greetings from your Charlotte Chapter!
We hope everyone is enjoying their summer. July is an exciting month for us and we hope that you take
advantage of our upcoming events! First, our annual Forum and Vendor Expo is coming up on July 24th
and we have some fabulous speakers lined up! We are also hosting two local HDI training courses for
the HDI Analyst and Manager certifications. Thanks for your continued support of HDI Charlotte. We
hope to see you at the Forum.
Chapter Officers
President
Sherrie Durasoff
[email protected]
VP - Programs
Jason Saunders
Newsletter Topics and Upcoming Events Schedule:
[email protected]
July 14-18, 2014 Local Training
July 24, 2014 Annual Forum and Vender Expo
September 19, 2014 Chapter Meeting — Stay Tuned!
October 18, 2014 Social Event — Stay Tuned!
VP - Membership
Cheryl Siddiq
[email protected]
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REGISTER Today!
VP - Finance
Carlos Witherspoon
[email protected]
July 24, 2014 Chapter Meeting
HDI Charlotte’s Annual Forum and Vendor Expo
VP - Communications
Date: Thursday July 24, 2014
Time: 11:00 AM – 4:30 PM
Location: Johnson & Wales University
Academic Center Auditorium
VP - Education
Alisa Kennedy
[email protected]
Chris Kupsco
[email protected]
Webmaster
It's almost here and registrations are filling fast...
Don’t miss out on our biggest event of the year!
Fritz Hjardemaal
[email protected]
Officers At Large and
Chapter Volunteers:
Click here for full details and to register
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Thank you to our May 23rd Chapter Event Panelists!
For our May meeting, we had three very knowledgeable panelists present and lead discussion
in a forum setting. We hit upon the topics of People, Processes and Tools.
Pictured left to right:
-Alisa Kennedy
-Chris Meadows
-Dennis Campany
Stay tuned for details on our
September 19th Chapter Event
where we’ll do a deeper dive into
Lowes’ ongoing Knowledge-Centered
Support (KCS) implementation.
Jeffrey Brooks
Joseph Canaday
Dan Kummer
Diane Whorton
Upcoming Events
July— Local Training:
HDI Analyst & Manager
Date: July 14-18, 2014
July Forum and Vendor Expo
Date: July 24, 2014
Block your calendar today!
(see page 2 for details)
September Chapter Meeting:
KCS Forum
Date: September 19, 2014
October Outing
Checker’s Game — Stay Tuned!
Continued on page 2
Chapter Sponsors
Platinum Level Sponsors
Join us in uptown Charlotte for the largest HDI Charlotte event of the year featuring outstanding guest speakers, networking, vendors, over $2000 in prize giveaways and more!
Registration is FREE and includes a catered lunch and afternoon snacks.
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Confirmed Speaker Topics and Bios:
Dr. Gary Bradt
Topic: Adapt & Ignite: Turning Change into Opportunity
Gold Level Sponsors
Click here to watch “Gary Bradt in 2-Minutes: Message and Impact”
Dr. Gary Bradt is an author, clinical psychologist, leadership consultant, C-Suite executive coach and speaker on the topic of adapting to and leading through change.
Silver Level Sponsors
Dr. Bradt gained national attention in 2000 when Dr. Spencer Johnson, the renowned
author of Who Moved My Cheese? An Amazing Way to Deal with Change in Your
Work and in Your Life chose him as the leading speaker on the message of that blockbuster bestselling book which has sold over 35 million copies worldwide. “Cheese”
gave thousands of people the chance to get acquainted with Gary’s extraordinary
ability to cut through their frustration and fear and get to the heart of the matter; delivering powerful tools that
help them adapt when going through change.
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Julie L. Mohr
Topic: Customer Experience Management – Engineering and
Defining the Support Experience
Better understand your total customer experience! In this session, learn about the
core concepts of Customer Experience Management including defining a customer
experience map of the Incident Management Process. Better understand all the positive
and negative influencers of the support experience and engineer a more positive customer experience over all the touch points with your internal or external customers.
Julie L. Mohr is the President of Mind The I.T. Gap. She is a transformational leader and
passionate organizational change agent providing imaginative insight and dynamic leadership to transform organizations into best practice, strategy-driven, customer-focused
environments. She has empowered over 50 organizations including many Fortune 100 companies through
Knowledge Management, ITSM, IT Governance, organization enhancements, process re-engineering, service level
management, and continual improvement.
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Lou Hunnebeck
Topic: Service Owner
As IT service providers mature, they adopt a more service-oriented way of working.
This means that the role of the Service Owner will be deployed and gradually matured.
Or at least that’s the dream! How do we do that? What are different ways to deploy
the role? Who are the right people to select as Service Owners?
This session will answer these questions and more. We will discuss the role of the
Service Owner throughout the service lifecycle and different approaches to making the
role effective in different organizational types and sizes. We’ll discuss the skills and
characteristics that make for a great Service Owner and how they participate in a wide
range of service management processes. The path to service excellence is through the
service owner.
An ITIL Expert with over 20 years in service industries, Ms. Hunnebeck is currently Sr. Ops Solutions Innovation
Architect at VMware Inc. Her passion for improving how we do what we do has led Ms. Hunnebeck to IT Service
Management from a background of process consulting, training and Service Management systems consulting. Devoted to advancing the art and practice of IT Service Management, Ms. Hunnebeck served as the author of the ITIL
Service Design publication, 2011 Edition, is on the Senior Examination Panel for ITIL, and speaks regularly at industry meetings to spread the message of ITSM.
Bronze Level Sponsors
Additional Sponsors
Thank you HDI Charlotte Sponsor Companies!
We’re extremely pleased to announce the companies (at right) who have partnered with us for
the 2014-2015 chapter year! As you’ve likely heard us say before — Much of what we’re able
to offer as a non-profit organization is due to their ongoing generosity and participation.
Chapter Sponsors
Platinum Level Sponsors
Many of our sponsors have renewed and we’ve added a few new ones we’d love for you to
check out. Visit our Sponsors page and come out to our July event to thank them in person!
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July 2014 Local Training Offering: Analyst and Manager Certifications
Date (HDI Analyst): July 14-15, 2014
Date (HDI Manager): July 16-18, 2014
Location: 2300 Yorkmont Road
Over the past several years, HDI Charlotte has been fortunate to secure local HDI Training in
the month of July. These are classroom courses led by HDI-provided, certified trainers. If
you’ve ever considered getting anyone on your team certified — perhaps an Analyst, Team
Lead, Manager, etc. — here’s your opportunity to do so without the added expense of travel,
hotel, meals, etc. Additionally, our local chapter benefits from your attendance. If we’re able
to exceed HDI’s baseline, our chapter earns additional money we can use towards future
events. Please contact us if you’d like to learn more.
Gold Level Sponsors
Silver Level Sponsors
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May 23rd Chapter Event Recap:
KCS: People, Processes and Tools – Group Panel
It’s been several years since we’ve gathered as an HDI Charlotte group and discussed what’s
going on in our organizations and shared knowledge about what has or hasn’t worked for us
individually. This event was an opportunity to share knowledge and lessons learned with other
local practitioners.
We had local practitioners as panelists but the participants made this event advantageous to all
of us.
Bronze Level Sponsors
A list of well over 20 suggestions/questions from our March meeting surveys was consolidated
into three overall topic areas which we covered: People, Processes, Tools
Thank you to our lunch sponsor Insight Global
Click here to view our event photo gallery
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Did you know HDI is celebrating its 25th Anniversary?
Click the image below to watch a special 25th Anniversary video from this year’s conference.
Additional Sponsors