One-Day Conference
Toronto, Tuesday, September 14
NEW Rate!
$199 / $159 HDI Members
The Fairmont Royal York
100 Front Street W
Toronto, Ontario Canada M5J1E3
Direct: 866-540-4489
We’re bringing the best to you!
HDI is bringing four of the most popular sessions from our 2010 World Conference directly to you. These informative, in-depth sessions will inspire your IT service and support team to provide exceptional support services.
At a time when external customers are fickle and disgruntled end-users can call your CIO, your entire
support team needs to evaluate their strengths and weaknesses—and develop an action plan toward
improvements. This conference will highlight the key areas of service strategy, critical performance metrics, leadership, and process improvement.
The four HDI courses held in conjunction with the conference teach valuable best practices, processes, and leadership skills required for success in specific support center roles.
Registration | 7:00 a.m. - 8:00 a.m.
Session #1
8:00 a.m. – 9:45 a.m.
The Human Side of ITSM
Katherine Lord, HDI Faculty Member and Principal, Lord Consulting
Learn how to plan for common people-related challenges, minimize the impact of these challenges and leverage classic organization change management tactics to your advantage. Many IT organizations embark on ITSM initiatives to improve the overall quality of their service delivery and support and achieve the most coveted 3 “e’s” (efficiency, effectiveness and economy) for everything they do, while ultimately working towards true business partnership. It is often said that the process and technology is easy…it’s the people that can often be the biggest challenge.
Break 9:45 a.m. – 10:00 a.m.
Session #2
10:00 a.m. – 11:45 a.m.
What to DO with the Metrics You SHOULD Be Collecting
John Custy, HDI Faculty Member and Principal, JPC Group
Learn the different types of metrics: qualitative, quantitative, efficiency, effectiveness, and how to identify which metrics are Performance Indicators (PI), Key Performance Indicators (KPI) and Key Results Indicators (KRI). Walk away with the information needed to determine the appropriate metrics essential to your support organization and leverage their core function. This vital information will help you deliver the right services at the right cost.
Lunch
11:45 a.m. – 1:15 p.m.
Local CIO Panel Discussion
Purchase Luncheon Only
$US 50
Session #3
1:15 p.m. – 3:00 p.m.
Service Desk + Continuous Improvement = Energized Results
Dan Lafever, Help Desk Manager and Chief Kaizen Officer, Alverno Information Services
Decreased budgets, reduced FTEs, and increased workloads. With limited resources and no change in the foreseeable future, what can you do? Continuous improvement programs increase quality, raise morale, eliminate waste, and open the door to employee creativity and productivity. Learn how Alverno turned a disastrous system upgrade into a service desk miracle with zero daytime abandon calls by utilizing a continuous improvement event. Walk away with actionable ideas you can immediately incorporate to improve your support operations.
Break 3:00 p.m. – 3:15 p.m.
Session #4
3:15 p.m. – 5:00 p.m.
High Performance Leadership
Julie Mohr, HDI Faculty Member and Principal Research Analyst and Author, BluePrintAudits.com
Replacing a new front-line analyst can cost as much as $6K-10K. Alienating internal end-users can damage your entire IT department’s reputation. And losing external customers due to poor support can be devastating to the bottom line. All too often we are given tools to ‘manage’ our agents, yet very little training or tools are offered to help us ‘lead’ our agents. Learn how to lower employee turnover and increase customer satisfaction scores through effective leadership.
