As an added bonus, the members-only archives are open to all. Select from a variety of topics previously broadcast in the HDI Webcast Theater, including:
Metrics for the New World of Support
Roy Atkinson
Senior Analyst/Writer, HDI
In today's world of technical support, new channels have become exceedingly important, and in part that is because our preferred methods of communication are changing and our ability and/or desire to stay in the office has changed. While measures and metrics need to be focused at each of three levels-operational, tactical and strategic—it is also true that both operational and tactical measurements need to provide information that can be used at the strategic level. Many of the frequently used support center metrics have been focused primarily at the operational level and have not been providing the type of information needed at the tactical and strategic levels. Roy will address the need and point out new ways to focus metrics to show how business goals and customer needs are being met.
Roy Atkinson is HDI's senior writer/analyst. He is a certified HDI Support Center Manager and a veteran of both small business and enterprise consulting, service, and support. In addition, he has both frontline and management experience. Roy is is known for his social media presence, especially on the topic of customer service. He also serves as the chapter advisor for the HDI Northern New England Local Chapter. Roy's undergraduate studies include philosphy and English literature at Iona College, advanced studies in those subjects at the State University of New York, and a master's certificate in advanced management strategy from Tulane University A.B. Freeman Graduate School of Business.
The webcast begins with the HDI vChapter business meeting, followed by this featured presentation.
The Four New Roles of the ITSM Leader
Charles Araujo
Founder and CEO, The IT Transformation Institute
The rules have changed. The world of IT is different, and a new kind of ITSM leader is needed. The new ITSM leader will be defined by four specific roles that will make him or her indispensable in the new era of IT. Based on his book, The Quantum Age of IT: Why Everything You Know About IT Is About to Change, Charles will examine the changing IT landscape that IT leaders find themselves operating in and what it means to their role. He will describe the four specific roles that ITSM leaders must fill and what it will take to get the job done. These roles will not be defined by technology, but by the new realities facing IT: an evolving ecosystem of technology providers, changing customer perceptions of technology, and the shift in the perceived role of IT.
Charles Araujo is the founder and CEO of The IT Transformation Institute and author of The Quantum Age of IT: Why Everything You Know About IT Is About to Change. He is a recognized expert in the areas of IT transformation and IT organizational change and is the creator of DeepRoots, an organizational change methodology for IT teams. He serves on the boards of itSMF USA and The Executive Next Practices Institute, is a regular contributor to CIO Insight and has been quoted or published in media including ZDNet, IT Business Edge, TechRepublic, SupportWorld, Computerworld, USA Today, and Time.
The webcast begins with the HDI vChapter business meeting, followed by this featured presentation.
From Desktop Support to Technology Partner
Cay Robertson, Mike Hanson, and Roy Atkinson
The twenty-five industry experts and seasoned practitioners who sit on the HDI Desktop Support Advisory Board leverage their diverse experiences to provide critical insight into the trends and needs of the desktop support community. As part of a project the DSAB is calling "The Desktop Support Road Map," the board members have been working to understand where the desktop support community is going, what skills practitioners should be developing, and what value they can bring to their organizations and institutions in the near future. In this webcast, Cay Robertson, Mike Hanson, and Roy Atkinson will discuss key topics relating to the future of desktop support, including the DSAB’s strategic view of desktop support, the transformation of desktop support, and the skills and training that transformation will require.
Cay Robertson has more than twenty-eight years of experience in information technology. She currently manages the HDI Team Excellence Award–winning service desk and access administration team at the Tampa Electric Company, where she has worked for thirty-three years. She participated in the development of the first HDI Desktop Support Practices & Salary Report, and she’s a past member of the HDI editorial board. Cay currently chairs the HDI Desktop Support Advisory Board, serves on the HDI Strategic Advisory Board, and is president of the HDI Skyway local chapter in Tampa.
Mike Hanson has been involved with many aspects of IT over the last twenty-five years, from application development to desktop support. Today, he is a senior IT manager at UnitedHealth Group, Inc., where he proactively seeks ways to improve service delivery for more than 100,000 clients, through process improvement, knowledge and problem management, metrics and reporting, tool development, training, and business liaisons. He is a certified HDI Support Center Manager and he holds his ITIL Foundations and Practitioner certifications.
Roy Atkinson is HDI's senior writer/analyst. He is a certified HDI Support Center Manager and a veteran of both small business and enterprise consulting, service, and support. In addition, he has both frontline and management experience. Roy is known for his social media presence, especially on the topic of customer service. He also serves as the chapter advisor for the HDI Northern New England local chapter.
Eagles Don’t Fly In Flocks, and Seagulls Never Get Lonely
Chad Hymas
Author, Business Owner, and Keynote Speaker
Whatever the challenge at your company—improving customer service, coping with change, inspiring transformation, improving corporate culture, recruiting and retaining great talent, building teamwork, fostering innovation—it all comes down to this: someone has to do something significant and enlist others to help them do it. Someone, in other words, has to take accountability. Someone has to lead. And it doesn’t have to be the boss.
Leadership, ultimately, has nothing to do with the title on your business card or your position on the organizational chart. It's about who you are and what you do to change things for the better—regardless of your "place" in the company. With humorous stories and innovative concepts, Chad will share four personal strategies for being the architect of transformation from any position or level in your company.
At the age of twenty-seven, Chad Hymas's life changed in an instant when an accident left him a quadriplegic. Since then, Chad has become a world-class wheelchair athlete, enjoying basketball, wheelchair rugby, hang-gliding, and snow skiing. In July 2003, he set a world record by wheeling a personal marathon of over completing a 500-mile marathon from Salt Lake City to Las Vegas. He has been recognized by the state of Utah as the Superior Civilian of the Year. Now the president of his own communications and internet marketing company, he is also one of the youngest ever to receive the CPAE award and to be inducted into the National Speaker’s Association Hall of Fame.
The Keys to Success with Effective Problem Management
Jim Bolton
President, Propoint Solutions
Buff Scott III
Principal Consultant, Propoint Solutions
Buff Scott and Jim Bolton discuss the keys to success for implementing problem management and provide insight and tips for overcoming common roadblocks. This webcast will explore many important topics, such as the foundational elements that need to exist, the data you should be capturing, staffing for problem management, and ensuring the process is adopted by the organization. You'll also learn how effective problem management can bring value to an organization by impacting key metrics, such as reducing downtime and improving service delivery.
Jim Bolton has more than a decade of experience architecting IT service management solutions by applying ITIL best practices, ISO process disciplines, and Six Sigma concepts. Buff Scott is an ITIL v3 Expert with over thirty years of IT experience, ranging from technical programmer to assistant vice president of IT for a Fortune 500 company. He is also an accredited ITIL trainer and ITIL consultant who has presented at numerous local and national IT conferences and forums.
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