First Lead Yourself, Then Lead Others - 11:00 a.m. EDT
Mike Kublin | President, PeopleTek Coaching
Whether you work for a small company and have zero direct reports or a major corporation with dozens of teams reporting to you, you must be able to lead and manage yourself before you can lead or manage others. Effective leaders need to understand if they're coming across too strong or too weak, if they avoid conflict or manage it, if they’re approachable and truly listen or if they've already decisions made before they engage others. Strong leaders know where they stand, they know how to adjust and adapt based on the situation, and they know how to leverage the strengths and value others can provide. An organization's culture, values, goals, and objectives all circle back to leadership, and you can’t engage others until you, the leader, are engaged!
Watch a video preview
About the Presenter
Mike Kublin is the founder and president of PeopleTek Coaching, a training, development, and coaching company that specializes in enabling leaders, professionals, technicians, and their teams to examine their behaviors and determine what is/is not effective and identify what may be preventing them from achieving the desired results.
The Economic Impact of Support: What's Your Value Proposition? - 1:30 p.m. EDT
Jeff Rumburg | Founding Partner, MetricNet
Most IT departments can tell you how much they spend on support, but very few can quantify the economic impact of support. The result is that many support groups are on the defensive when it comes to budgeting and spending, and often struggle just to get the funding needed to deliver adequate levels of support.
In recent years, a handful of pioneering organizations have adopted a different strategy when it comes to support—a strategy that emphasizes value over cost—and they routinely deliver benefits far in excess of their costs. Support groups that understand and quantify their value propositions gain a number of important advantages; chief among them is the ability to obtain funding and other resources based on the economic benefits of support. In this webcast, learn how to develop a simple value proposition for IT support, how to make the transition from cost center to value center, how to measure the economic impact of support using cost/benefit analysis and other KPIs, and how to create a value-centric culture in IT support.
Watch a video preview
About the Presenter
Jeff Rumburg is the cofounder and managing partner at MetricNet, LLC. He has been retained as a service desk and desktop support expert by some of the world’s largest corporations, including American Express, Hewlett-Packard, General Motors, and IBM, and he currently serves on the HDI Strategic Advisory Board. He was formerly a vice president at Gartner. Jeff received his MBA from Harvard University and his MS in operations from Stanford University.
Back to Basics: Focusing on the Customer Experience - 3:00 p.m. EDT
Rae Ann Bruno | President, Business Solutions Training
Are you meeting your service levels but still getting negative feedback from customers? If so, you may need to get back to basics and focus on the interactions themselves. Often, we become so focused on metrics that we lose focus on quality. Customer satisfaction is largely based on how the customer feels, not on the technical aptitude of the customer service representative. Yet we focus on how much time we spend on the phone, first contact resolution, technical aptitude, etc. During this session, learn about what’s important to customers and how your team can deliver every time. Learn how to implement and maintain practices and training that focus on the customer experience. And discover ways to prepare your analysts for dealing with difficult customers, building positive relationships, and delivering service that earns rave reviews and increases your value to the organization.
Watch a video preview
About the Presenter
Rae Ann Bruno is the president of Business Solutions Training, a member of the HDI Faculty, and a regular speaker at HDI local chapter meetings and support industry conferences both nationally and internationally. Rae Ann holds various ITIL intermediate certifications, all of the HDI certifications, is a member of the HDI International Standards Committee, and is the author of HDI focus books.
BYOD and the Consumerization of IT: Changing the Face of Support - On Demand
Shawn Genoway | Senior Director, Worldwide IT Service Delivery and NOCs, Citrix Systems
In this session, Shawn Genoway will provide a detailed overview of Citrix's BYOD program. At the program's inception, Citrix established five key milestones: survey the employees, determine the stipend, review corporate policies, review corporate policies, and draft some basic program rules. Now that Citrix is coming up on the four-year anniversary of the program, it's in a position to share some lessons learned, ranging from implementation and day-to-day support to program maintenance and the long-term vision for the program. Attendees will also take a look at how the program forced Citrix to rethink how its services were being delivered, supported, and subsequently consumed by employees. Embracing consumerization means taking a fresh look at the customer experience and being prepared to redesign it.
Watch a video preview
About the Presenter
Shawn Genoway has been in the IT industry for nearly twenty years. His experience spans technical architecture, service level management, business process re-engineering, IT automation, mergers and acquisitions, regional operations, network operations centers, and service and support. A twelve-year veteran of Citrix, his current accountabilities include worldwide first- and second-level employee support, service level management, root cause analysis, problem management, change management, network operations centers, and program management for the BYOD program
The Customer Experience: Self-Service and Social Support - On Demand
Roy Atkinson | Senior Writer/Analyst, HDI
Self-service and social media are gradually becoming channels of choice. But how do customers feel about that? Are they happy to be free of the obligation to explain their problems or questions, or are they frustrated by having to find the information they are looking for? Are they adopting self-service or avoiding it? In this session, attendees will first explore ways to optimize self-service and social support to create customer satisfaction, and then look at techniques for measuring that satisfaction in ways that will drive continual improvement. What metrics are needed? How should customers be surveyed? What happens to the results? Attend this session to find out!
Watch a video preview
About the Presenter
As HDI's senior writer/analyst, Roy Atkinson is the chief writer for white papers and SupportWorld articles and a key in-house subject matter expert, holding both ITIL and HDI certifications. Roy has an extensive background as a practitioner in IT support and customer service, and he studied advanced management strategies at Tulane University's A.B. Freeman School of Business. He is a frequent speaker and writer on customer service, social support, and mobile device support.
Metrics the Business Won't Ignore - On Demand
Phyllis Drucker | Business Process Consultant, Linium
It may surprise you to learn that many IT organizations still don't have a metrics program that demonstrates their value and helps them manage day-to-day operations, but it's true! This may be a result of the disconnect between the information IT produces and the information the business cares about, leading to frustration on the part of the people who spend hours producing reports. This session offers tips and samples to help IT managers create two reporting programs: one for IT management to see how their team is performing against requirements, the other for customer consumption. Attendees will leave with a greater understanding of how to create reports that will provoke meaningful discussion during regular service reviews with their customers.
Watch a video preview
About the Presenter
Phyllis Drucker is a certified ITIL expert and information leader in IT service management. After twenty years as a practitioner, she is now a business process consultant with Linium. Since 1997, Phyllis has served HDI and itSMF USA in various capacities, and has helped advance the ITSM profession worldwide by providing her experience and insight on a wide variety of ITSM topics at conferences and via webinars and white papers.
Don't Geek It, Speak It! - On Demand
Manley Feinberg | Chief Experience Officer, Vertical Lessons
Adept IT leaders understand the critical importance of communication skills, but most don’t have the development path and resources available to make sure their team is consistently improving its communication skills. In this session, attendees will focus on dramatically improving these skills so that they can deliver more-effective communications, motivating their teams to strive for excellence every day, driving customer service levels, aligning key initiatives, building key business alliances, and developing IT advocates.
Watch a video preview
About the Presenter
Manley Feinberg is an award-winning speaker and IT leader, a certified world-class speaking coach, and a professional trainer covering a wide range of business and technical topics. Leveraging more than seventeen years of IT, business, and professional speaking experience, Manley helps professionals take their presentation and communication skills to the next level, enabling them to influence their customers, teams, and colleagues, and build key business alliances.
Support Tips: Delivered Fast, Fun, and Furiously - On Demand
Gina Montague| Manager, Support Services, Infinite Campus
Do you skim through articles looking for key points and high-level information to confirm that you’re on the right path? Are you looking to see if there is a better idea out there? If you answered yes to either of those questions, then this fast-paced session is for you! In this session, Gina Montague will deliver 50 support tips that every support manager should have in their bag of tricks, covering incentives, metrics, processes, interviewing, training, performance reviews, marketing, surveys, call monitoring, technology tools, and more. Attendees will walk away with great ideas and best practices—this is one session you won't want to miss!
Watch a video preview
About the Presenter
Gina Montague is the support services manager for Infinite Campus, a student information system (SIS) for K–12 education. Gina has been in the support industry for more than fifteen years and she is passionate about delivering positive customer experiences. She has been a support manager since 2001, which is also when she became an HDI member. Gina is currently the president of the Minnesota local chapter, where she has served in various officer positions since 2005.
Let's Chat: The Road to a Successful Chat Implementation - On Demand
Aran McFarland | Director, IT Support Center, Ricoh Americas Corporation
Are your users looking for alternate ways to contact you? Are you being ask to do more with less? In 2009, the support center leadership team at Ricoh Americas Corporation recognized that their internal customers were looking for alternate channels to engage with the support organization, and they wanted to deliver those channels. With more than 16,000 phone contacts a month, it was a challenge to leave the comfort zone and provide a new support channel. However, not only were they able to accomplish a successful chat implementation, they also increased customer satisfaction, analyst productivity, and job satisfaction—and all with zero cost to the organization! In this session, Aran McFarland will provide a broad overview of how Ricoh successfully implemented live chat support.
Watch a video preview
About the Presenter
Aran McFarland is the director of the IT support center at Ricoh Americas Corporation. Aran has held a number of help desk and support leadership positions over the past fourteen years, supporting messaging infrastructures at Fortune 100 companies and serving as the director of tier 1 services at United Messaging and support services manager at HostMySite.com, where he specialized in web technologies.
Performance Dashboards: The University of Miami Approach - On Demand
Eddie Vidal | Manager, Enterprise Support Services, University of Miami
Measurement is important because it puts vague concepts in context; it is simply not enough to say you want to deliver quality service—you must define it before you can know if you’re succeeding. In this session, Eddie will introduce the tools and templates you’ll need to grade and rank your service desk analysts in eight different categories (based on the same program he implemented at the University of Miami). Since all of these numbers and measurements will get you nowhere without the buy-in and contribution of the analysts you are measuring, Eddie will walk attendees through the steps he followed to gain that buy-in, and provide you with a starting point for implementing analyst dashboards in your organization and improving the quality of service you provide to your customers.
Watch a video preview
About the Presenter 
Eddie Vidal has over twenty years of experience in information technology, focusing on service delivery and support for IT infrastructures. He is the manager of enterprise support services at the University of Miami, supporting over 30,000 users. He currently serves as president of the HDI South Florida chapter and on the HDI Desktop Support and Member Advisory Boards.