HDI Spin Webinars

SPIN offers regularly scheduled, content-rich web seminars at no cost to HDI members. (Silver level membership or above is required.) These webinars keep IT professionals on the cutting-edge of new industry trends, and up-to-date on the latest best practices and issues in the support center. In case you missed the live event, browse the archive for flexible, self-paced viewing.

SPIN with HDI to enhance the value of your HDI membership. If you are an HDI Member who...

• has a limited budget, but you still want to obtain industry education
• doesn't have the time to travel to training sessions or conferences
• would like to receive supplemental education and training
• just can't make it to a local chapter meeting
• wants to stay current with the latest industry trends
• wants to reduce your training costs or increase training effectiveness

Upcoming Spin Webinars

Consolidated Services and the Advantages of a Single Point of Contact Service Desk

Tuesday, May 20th at 10:00 AM Pacific

Members Only

(1:00pm Eastern/12:00pm Central/11:00am Mountain/10:00am Pacific)

Presenter: Amado Cruz
Amado Cruz has over 12 years of experience in the IT customer service industry. Currently, Mr. Cruz is the Customer Service Director for Miami-Dade County. He is responsible for the management of technology services and support for more than 12,000 County employees where he has utilized some of the best practices based on ITIL (Information Technology Infrastructure Library) methodology (e.g. Incident Management, Service Level Management, etc.). In addition to the Service Center (Help Desk), Mr. Cruz is responsible for the Change Management group (mainframe), Communications, Case Management System and Public Access area (providing electronic data services to County residents). Prior to Miami-Dade, Mr. Cruz was the Service Desk manager of COMMERCEBANK.

Mr. Cruz has a Bachelor in Arts from Florida International University (FIU) and has obtained the following professional certifications: Certified Support Center Director (SCD), ITIL Foundation (IT Service Management), Certified Help Desk Manager (CHDM), Microsoft Certified Professional (MCP).

Session Description:
The Support Organization is the central point of information in most IT organizations but what does this mean? Gathering information is important but what you do with the information is the real value.

This SPIN will discuss the important role Support plays in:

• IT’s ability to be proactive
• The role of metrics in creating value
• Process integration to manage across the IT org.
• Staffing a complex support organization
• The Value of SPOC to the overall IT Organization

Join this interactive webinar experience moderated by Rich Hand.

So what does Service mean in IT Service Management?

Thursday, May 22nd at 10:00 AM Pacific

Non-Members are encouraged to take advantage of this free opportunity

(1:00pm Eastern/12:00pm Central/11:00am Mountain/10:00am Pacific)

Presenter: Carrie Battaglia
Battaglia is director of Global Service Desk Management. In this role, she is responsible for defining and implementing the global delivery model for high-quality, world-class service desk operations. Previously, Battaglia was director of EDS’ Business Process Outsourcing Capability, where she managed the creation of processes and standards to enhance effectiveness and continuous improvement. She also served as director of Operations for the Infrastructure Portfolio organization. Battaglia received Computer World magazine’s Reengineering Project of the Year award. Battaglia has completed the Women’s Executive Leadership Program through Marsha Clark and Associates as well as the Cornell University Product Management Camp.

Session Description:
Learn the key components of a service strategy:

• How to define an IT service
• How to measure service
• How your service impacts the business
• How should your customers interact with your service

Join this Service Management Webinar and learn what others are doing in the areas of service definitions, strategy, and when it makes sense to pursue a process that allows customers to choose their experience.

Join this interactive webinar experience moderated by Rich Hand.