Meeting Presentations                                 

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• "Moving a Help Desk from Out-sourced to In-sourced" - Mark McVey - 4/18/12

• "Putting the Team In Charge and it Wasn't a Disaster!" - Alan Block, 3/21/12

• "Drive Behavior That Produces Results!" - Pat Albright, 2/17/12

• "Windows 7 and Office 2010" - Malcolm Fisher & Steve Vaughan, 11/16/11

• "Making Connections and Building Relationships" - Sophie Klossner, 10/19/11

• "Leading and Managing through Change - How to effectively overcome resistance (my own or others)", Dr. Phil DeLaTorre, 9/21/11

• "Leveraging ITIL to Transform IT Help Desks to Fully Integrated Service Desks" - Scott Kessler and Jerry McElhone, 8/17/11

• Career Workshop Presentations, 6/15/11

  • "Maximizing Job Search Effectiveness" (resumes, interviews etc) - Barbara Tobias

  • "How to Resign Gracefully" - Brent Heyneman

• "Proactive Contact Management Strategies - Chris Farver, 3/16/11

  • Service Desk Total Cost of Ownership Spreadsheet

• "Audit Proof Your ITIL Processes" - John Livingston, 2/16/11

  • (handout) Incident and Problem Mgmt Risk Control Matrix

  • (handout) Change Mgmt Risk Control Matrix

• "You Can Communicate: 4 Steps to Effectiveness" - Sean Williams, 1/19/11

• "Is the Service Desk the 'Rodney Dangerfield' of IT? - Does your Service Desk get the Respect it Deserves?" - Charles Cyna, 11/17/10

• "Ch-Ch-Ch Change Management" - Don Kirkwood, 10/20/10

• "Virtualization - General Facts and Observations" - Dale Phillips, 6/16/10

• "Know.  Knowledge.  Now." - Giselle Hornsby, 5/19/10

• "Making Change Stick" based on a book by Richard Reale - Linda Ray, 3/24/10

• A Proven Recipe for Success:  Service Management, ITIL and Lean Six Sigma, 1/20/10

• Reducing Incidents and Support Costs -David Morgan, Ajilon, 10/21/09

• Flexible Desktops in a Secure World - JJ DiGeronimo, VMware, 9/16/09

• Windows 7 Presentation, 8/19/09

• July Networking Event - Kirk Weisler's presentation!  7/15/09

  • Presentation - Positively Contagious Leadership

  • Associated files to also download for playing Kirk's presentation

    • cb heart quits job.wmv

    • charlie-bit-me.wmv

    • cheering cashier.wmv

    • directions.mpeg

    • give it heat 1.wmv

    • negativity catches on to all.wmv

    • RVCap {2}.wmv

  • Link to Kirk's recommended books from his website:

  http://kirkweisler.com/index.php?option=com_content&task=view&id=14&Itemid=40

• Roundtables on Staffing Scenarios, 6/17/09

  • Click on the link along the right side, under "Roundtable Notes"

• Career Workshop Presentations, 6/17/09

  • Common Interview Mistakes, Janea Respress, Modis

  • Networking Tactics, Jim Sommers, Brian Connelly, RHT

  • Benefits of Using a Search Firm, Brent Heyneman, Kforce

• IT Services and Service Catalog, Greg Hines - 5/20/09 - Presentation

  (Greg's email address --> ghines@hinescg.com)

  • Business Service Catalog Worksheet - Generic example

  • Technical Service Catalog Worksheet - Generic example

• Selecting Service Desk Software - Chris Farver, BMC - Presentation

  • Project Plan Template

  • Requirements Template

  • Evaluation Criteria Template

• Applying Balanced Scorecard Model to Support Center Reporting, Pat Albright, 1/21/09  (presentation)

• Roundtables on First Call Resolution, Knowledge, and Working with Escalation Partners, 11/19/08

  • Click on the link along the right side, under "Roundtable Notes"

• IT Compensation Trends 2009 - RHT, 10/15/08

• WORKSHOP ROUNDTABLES SOLVING A STAFFING SCENARIO, 9/17/08

  • Click on the links along the right side, under "Roundtable Notes"

• Marketing the Value of Support, Heather Donnelly, 8/20/08  (presentation)

  • Help Desk Idol Season 7  (The Help Desk Anthem - Fun!)

  • Marketing Materials for Your Help Desk:

    • Catalog Template           

    • Catalog               

    • Desktop Support Leave Behind Template         

    • Newsletter Template

    • Tri-Fold Template

• Top 10 Tips for Effective Knowledge Management, Roger Morse - CA, 6/18/08

• Birds of a Feather Discussion - Training Challenges and Knowledge, 5/21/08

• 15th Anniversary Celebration - Chris Farver's Historical Presentation

• 15th Anniversary Celebration - Sophie Klossner's Presentation

• A Complaint is a Gift, Tracey Touma, 3/19/08

• Engaging the Disengaged, Heather Brizzi, 2/20/08

• Proactive Contact Management Strategies, Chris Farver, 1/16/08

• IT Service Management Toolkit - Greg Hines

• ITIL Service Strategy - Alignment or Integration with Business Doesn't Matter:  How to Actually Get it Done? - Majid Iqbal

• Incident & Problem Management and the True ROI of Root Cause Analysis - Brenda Iniguez  (presentation coming soon)

• Stress Management Birds of a Feather presentation

  • Managing Stress Handout

  • Gratitude Exercise Handout

  • Relaxation Handout

• CMDB:  Taming the Configuration Database Management Beast

  • CA CMDB Practical Answers to Fundamental Questions

  • CA CMDB Solution Brief

• Business and Operating Plans, Pat Albright, 4/18/07

  • Sample Business Plan Template

  • Sample Operating Plan Template

• Hiring for F.I.T., Heather Brizzi, 3/21/07

  • Hiring Comparison - Worksheet

• Call Avoidance Strategies - Chris Farver, 2/21/07

  • Service Desk "Total Cost of Ownership" - Worksheet

• Top Hiring Mistakes and How To Avoid Them - John Estes

• CSI Presentation (Customer Satisfaction Index) - Bob Last

• Creating Leadership Through Motivation

• Service Level Management - Cornerstone of Process Maturity

• Awards & Recognition Program

• Metrics Revisited - Balanced Scorecard

  • Resource links:

    • SCC Self Evaluation Tool (link to site page)

    • SCC Certification Standards (read-only document download)

    • Bob Last email address - rlast@thinkhdi.com

    • Scorecard  (HDI logon required - If you do not have access, contact an officer for assistance)

• Outsourcing: Leveraging the Power of Partnership - Heather Brizzi & Chris Farver

  • Help Desk SOW Template (sample)

  • Help Desk TCO Worksheet

  • Outsourcing Partner Comparison

• Metrics Don't Have to Hurt

  • Manual of Formulas

• Revival of the Mainframe for Help Desk Applications

• Northcoast Chapter - HDI Analyst of the Year Program, 2005

• Disaster Recovery for the Help Desk

• Root Cause Failure Analysis Introduction

• Root Cause Analysis

• Ron Muns 1/2005

• How to Manage and Motivate Your Team (powerpoint)  OR  PDF format 

• Meanwhile on the 4th Floor (video)

• Security and The Help Desk (powerpoint)

• Telephone Communications

• CIO Panel, 3/10/04

• 13 Principles Happiness

• Customer Satisfaction Survey

• Pittsburgh's Help Desk Analyst of the Year Program

• Seven Rules of Mission Critical Support

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