Presentations help technical service and support professionals overcome change and enhance employee loyalty

Colorado Springs, CO - August 13, 2009 - Think Services' HDI, the world’s largest technical service and support membership association and the industry’s premier training and certification body, has announced three prominent keynote presenters for the Service Management 2009 Conference & Expo ( The event will take place November 9-11 in Washington, D.C.

The first keynote will take place on Monday, November 9th. Regarded for his unparalleled breadth of knowledge and experience in IT business and technical issues, ITIL® Master, author and industry luminary Malcolm Fry will discuss overcoming tough times, and will parallel last century’s touring circuses to modern IT organizations which must perpetually morph to meet business challenges.

“Unlocking Employee Loyalty to Drive Success” is the subject of the Tuesday, November 10th keynote. It will be delivered by Jake Poore, Founder and President of Integrated Loyalty Systems, Inc. who spent nearly two decades at the Walt Disney Company helping to train and align the goals of 65,000 employees. In his presentation, Poore will explore the role of the employee in the workplace, and provide practical and impactful tools for developing employee loyalty. He will touch upon such topics as how to stop the employee revolving door, how to up job role expertise, and how to arm employees with the tools they need to be successful.

Change is a constant, and learning to view it as an “inevitable opportunity” is the theme of “Coping, Controlling and Capitalizing on Change,” the Wednesday, November 11th keynote presentation from Robert Stevenson, author of “How to Soar like an Eagle in a World Full of Turkeys.” Stevenson has over 25 years of extensive corporate and entrepreneurial experience in positions ranging from Salesman to CEO.

“Employee loyalty and overcoming adversity are ‘hot topics’ right now.” said Fiona Henderson, HDI Executive Director of Events. “We’re excited to offer keynote presentations that speak directly to the issues our attendees are dealing with on a regular basis,”

In its 2nd year, this annual event provides comprehensive half-day workshops on challenging issues such as restoration and control processes, continual service improvement, knowledge management, service catalogs, service level agreements, and methods to measure service performance. In addition, the event also includes advanced sessions on budgeting, leadership, and workforce management as well as a Government Track that highlights service improvements incorporated throughout the Defense Information Systems Agency (DISA).

To learn more about the HDI 2009 Service Management Conference and Expo, please visit

For media and analyst registration, contact Rachel Levy at [email protected] or 1-609-759-4738.

About HDI
HDI, a Think Services 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 or call +1 719.268.0174. (Think Services and HDI are not affiliated with Customers International Limited or HDI Europe.)

About Think Services
Think Services connects specialized communities worldwide using educational events, consulting, training, certification, membership, and innovative media. Providing comprehensive opportunities for people to learn from, network with, and inspire each other, Think Services builds strong brands and works within communities to foster a unique affinity with its products and services. The division's flagship products include the Game Developers Conference, the Webby Award-winning, Game Developer magazine, the International Customer Management Institute (ICMI), and HDI. Think Services is a subsidiary of United Business Media, a global media and marketing services company with a market capitalization of more than $1.6 billion. To learn more, visit