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Group of Industry Leaders to Focus on Envisioning the Support Center of the Future and Updating the HDI Support Center Maturity Model
Colorado Springs, Colo. – August 17, 2007 – HDI (http://www.thinkhdi.com), the world's largest membership association for IT help desk and service management professionals, and the premier certification body for the industry, today announced its 2007-2008 Strategic Advisory Board. The volunteer board comprises a prestigious group of leading industry experts and executives involved in IT help desk and service management and customer support.
The mission of HDI's Strategic Advisory Board is to formulate informed recommendations on industry trends and directions, and to assist HDI in documenting and communicating these trends to the membership and the service and support industry at large. The board’s focus this year will be to discuss and envision the support center of 2010 and to review and update the Support Center Maturity Model.
New members joining HDI’s Strategic Advisory Board for the 2007-2008 term include: HDI Member Advisory Board Chairman Tommy Barnett, of North Highland Group; John Coles, service desk senior program manager, Dell Computer Corp.; John Custy, principal, JPC Group; Myra Davis, IT director, Texas Children’s Hospital; Ann Glosny, director of customer support, Schreiber Foods, Inc.; Allison Holness, senior manager, Scotiabank and Drew Jaehnig, chief of operations JC3, Joint Staff Operations Center.
Thirteen members who served on the 2006-2007 strategic advisory board will continue their service during 2007-2008. These members include Ed Bano, help desk manager, Navy Exchange; Heather Brizzi, director, enterprise service center, PerceptIS; Russell Burns, IT consultant, Centex; Jason Coffin, VP, customer support, Farm Credit Services; Rita Dadtka, manager, technology assistance center, Foley & Lardner; Andy Glover, help desk manager, Harrah’s; Jacquise Jackson, director, technology support services, University of Dayton; Charles McCann, director, technology support, Oklahoma State University; Jennifer McClure, executive director, Society for New Communications Research; James Ryan, senior consultant IBM; Katherine Spencer Lee, executive director, Robert Half Technology; Mark Templeton, IT manager, global service center support, Halliburton and Jose Viera, executive director IT service desk, Kaiser Permanente.
HDI’s Strategic Advisory Board is chaired by Bob Barnes, senior vice president, global service desk of JP Morgan Chase. HDI representatives participating on the board include Peggy Libbey, HDI’s president and chief operating officer; Richard Hand, executive director, membership; Rick Joslin, executive director, certification and training; Sophie Klossner, manager, HDI local chapter network and Ron Muns, founder and CEO of HDI.
“With input from this most prestigious board, HDI's members and the industry are better prepared to meet tomorrow's challenges, to influence and provide direction to service and support organizations, and to ensure the quality and efficient delivery of service and support,” commented Muns.
HDI, a Think Service, Inc. company, is the world’s largest IT service and support membership association and the industry’s premier certification and training body. Guided by an international panel of industry experts and practitioners, HDI is the leading resource for help desk/support center emerging trends and best practices. HDI provides members with a vast repository of resources, networking opportunities and the largest industry event - the HDI Annual Conference and Expo. Headquartered in Colorado Springs, Colo., USA, HDI offers training in multiple languages and countries. For more information, visit http://www.thinkhdi.com or call +1 719.268.0174. (Think Service, Inc. and HDI are not affiliated with Customers International Limited or HDI Europe.)
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