Hosted by ITIL Expert Malcolm Fry

COLORADO SPRINGS, Colo. – June 27, 2005 - HDI, the world's largest membership association for IT service and support professionals and the premier certification body for the industry, today announced it has launched a new DVD series entitled, “ITIL and the Service Desk,” taught by ITIL expert Malcolm Fry. Designed to teach support professionals how ITIL (Information Technology Infrastructure Library) can benefit the IT service and support function, Fry educates viewers about the ITIL processes, including Incident, Change, Problem, Configuration and Release Management. He relates each process to the IT service desk.

“With the increasing importance of ITIL in the IT service and support industry, managers can no longer afford to remain confused as to how ITIL fits into the support desk function,” said Ron Muns, CEO of HDI. “Therefore, we are happy to provide high-quality education on ITIL via this easy-to-follow, convenient format, led by one of the foremost experts in the field, Malcolm Fry.”

“ITIL is truly revolutionizing the service desk,” added Fry. “We’ve designed this DVD so that people at all levels of knowledge of ITIL will benefit. We think it will be particularly useful for getting the whole team on board. I was pleased to work with a leading organization like HDI on this important educational initiative.”

Each process on the DVD is broken into sections related to goals, definitions, processes, role of the service desk, and a summary. The DVD also includes Fry’s presentation for easy printing, so viewers can take notes, pause and review his key points.

Pricing and Availability

The DVD is available today on the HDI e-store: or by calling 800-248-5667. It is priced at $149.00 for HDI members and $189.00 for non-members, plus shipping.

About Malcolm Fry:

Malcolm Fry began his IT career in 1967 and in the following years took on development, operational and management roles. He has worked for retail, manufacturing, oil, and pharmaceutical organizations. More recently, Fry has entered the consulting field and has received worldwide recognition as one of the foremost authorities in the areas of help desk and IT service management. He is the author of four best-selling books on IT service and support, and has had many articles and papers published in multiple languages. Malcolm Fry is innovative and informative, and has the unique ability to communicate his thoughts with audiences who have regularly voted him “Best Speaker” at many conferences around the world. He is also sought-after as a strategic consultant by many large organizations that see Fry as a catalyst to initiate improvements by reviewing their facilities and processes, and most importantly, preparing plans that allow them to meet their business and IT objectives.

About HDI

HDI is the world’s largest membership association for IT service and support professionals and the premier certification body for the industry. Founded in 1989, HDI's mission is to lead and promote the IT service and support industry by empowering its members through access to timely and valuable industry information, including reports and publications; encouraging member collaboration through events and online forums; and establishing internationally recognized, standards-based industry certification and training programs. In addition to membership, certification, and training, HDI produces the highest-rated industry event, the HDI Annual Conference and Expo, for service and technical support professionals. HDI is member-focused, and remains vendor-neutral in its efforts to facilitate open, independent networking and information sharing within the association network. HDI has more than 7,500 members worldwide including many of the Fortune 500, and 60 active local chapters in North America. For more information, visit


For More Information:
Jen McClure
Albrycht McClure & Partners (A.M.P.) Communications
(650) 331-0083
[email protected]


Liz Deppe
(719) 268-0313
[email protected]