Meet the 2018 HDI Featured Contributors


by Amy Eisenberg
May 17, 2018

ThinkHDI.com is the definitive source of information for the service and support industry. More than 100,000 individuals visit us online each month for best practices and resources and to connect to our community of technical support and service management professionals.

Service and support leaders consider us a critical resource for information because we have passionate and dedicated authors who are willing to share their experiences. In 2018, we’ve assembled a panel of industry experts and practitioners to create the content that you’ve come to depend on. These HDI Featured Contributors are committed to helping technical support and service management professionals like you excel in your job and advance your career.

Let’s meet the 2018 HDI Featured Contributors.

HDI Featured Contributors

Kate Bloom

Kate Bloom in an instructional designer for HDI where she specializes in curriculum design and development for instructor-led and virtual classrooms and works closely with subject matter experts and thought leaders in the IT industry. She also has a passion for developing e-learning courses and staying current with emerging technology and trends. Kate excels in taking complex topics and taming them into creative, interactive courses suited to fit the target audience. She also holds HDI Customer Service Representative and Support Center Analyst Certifications. Connect with Kate on LinkedIn.

Rae Ann Bruno

Rae Ann Bruno is the president of Business Solutions Training, Inc., where she consults and trains in various areas of ITIL, KCS, communications, internal marketing, metrics, and process improvement. Rae Ann holds several ITIL certifications, is a faculty trainer for HDI, and is the author of Translating IT Metrics into Business Benefits and What Have You Done for Me Lately? Creating an Internal Marketing Culture. She is also a member of the HDI International Standards Committee.

Phyllis Drucker

Phyllis Drucker is an ITIL® certified consultant and information leader at Linium. Phyllis has more than 20 years of experience in the disciplines and frameworks of IT service management, as both a practitioner and consultant. She has served the itSMF USA and HDI since 1997 in a variety of capacities including volunteer, speaker, board member, and operations director. Since 1997, Phyllis has helped to advance the profession of ITSM leaders and practitioners worldwide by providing her experience and insight on a wide variety of ITSM topics through presentations, whitepapers, and articles and now her new book on the service request catalog, Online Service Management: Creating a Successful Service Request Catalogue (International Best Practice). Follow Phyllis on Twitter @msitsm.

Gregg Gregory

Gregg Gregory is America's teambuilding mastermind, specializing in building winning cultures at every organizational level. A Certified Speaking Professional (CSP) with more than 35 years working at all levels within in corporate America, Gregg has delivered more than 2,000 keynotes and teambuilding trainings to more than 500 companies in the past 20 years. Named an HDI Top 25 Thought Leader in 2017, his expertise and articles have appeared in hundreds of business and trade publications, including SellingPower.com, Boardroom Magazine, and Drake Business Review. Follow Gregg and Teams Rock on Twitter @TeamsRock, Facebook, and LinkedIn.

Rick Joslin

Rick Joslin has more than 30 years of information technology experience. He has led software development teams and technical support organizations and has provided consulting services to several organizations. Rick has more than 20 years of experience in knowledge management and is recognized internationally as an expert in KCS. Rick holds a BS in computer science and multiple certifications from HDI, the KCS Academy, and AXELOS. He served as HDI’s Executive Director of Certification and Training for 10 years and is currently a 2018 Featured Contributor for HDI. Connect with Rick on LinkedIn.

Julie L Mohr

Julie Mohr is a dynamic, engaging change agent who brings authenticity, integrity, and passion to practitioners worldwide. Through her books, articles, speaking, consulting, and teaching, her purpose is to spark change in the world with thought-provoking dialog and interaction on topics of authentic leadership, business strategy, knowledge management, organizational culture, and innovation. Julie has a B.S. in computer science from The Ohio State University and an MaED from the University of Phoenix and is currently pursuing her Ph.D. in Management and Organizational Leadership in Information Systems & Technology from the University of Phoenix. She is an ITIL Expert, Certified Help Desk Director, and Certified Governance IT Professional. She is an HDI Business Associate and teaches training and certification classes for service and support professionals. Visit her website, and follow her on Twitter @JulieMohr, YouTube, and LinkedIn.

Deborah Monroe

Deborah Monroe is one of eighteen Master EQ practitioners in the world, through the Global EQ Community of 6 Seconds. She's also an associate with the Institute for Organizational Performance and an HDI Business Associate. Working with all levels of executive leadership, management, and individual contributors, Deborah concentrates on integrating humans and process to create a balanced working environment. Her aim is to build understanding and empathy, creating a positive bottom line through employee and customer retention.

Ryan Ogilvie

Ryan Ogilvie is a service management consultant with Blackfriar Consulting in Calgary. Ryan’s focus with his clients is to help them realize value by leveraging service management best practices. Apart from his work with his clients, Ryan believes that sharing his experiences with his community either through his blog, Service Management Journey, or various others is the most rewarding part of his work. He was recently recognized by HDI as one of the Top 25 Thought Leaders in Technical Support and Service Management and is an HDI Featured Contributor for 2018. Follow Ryan on Twitter @ryanrogilvie or connect with him on LinkedIn.

Bill Payne

Bill Payne is a results-driven IT leader and an expert in the design and delivery of cost-effective IT solutions that deliver quantifiable business benefits. His more than 30 years of experience at companies such as Pepsi-Cola, Whole Foods Market, and Dell, includes data communications consulting, messaging systems analyst, managing multiple infrastructure support and engineering teams, medical information systems deployment, retail and infrastructure systems management, organizational change management, and IT service management consulting. Leveraging his experience in leading, managing, and executing both technical and organizational transformation projects in numerous industries, Bill currently leads his own service management consulting company. Find him on LinkedIn, and follow him on Twitter @ITSMConsultant.

Adam Rauh

Adam Rauh has been working in IT since 2005. Currently in the business intelligence and analytics space at Tableau, he spent over a decade working in IT operations focusing on ITSM, leadership, and infrastructure support. He is passionate about data analytics, security, and process frameworks and methodologies. He has spoken at, contributed to, or authored articles for a number of conferences, seminars, and user-groups across the US on a variety of subjects related to IT, data analytics, and public policy. He currently lives in Georgia. Connect with Adam on LinkedIn.

Jeff Rumburg

Jeff Rumburg is the winner of the 2014 Ron Muns Lifetime Achievement Award, and was named to HDI’s Top 25 Thought Leaders list for 2016. As co-founder and CEO of MetricNet, Jeff has been retained as an IT service and support expert by some of the world’s largest corporations, including American Express, Hewlett Packard, Coca-Cola, and Sony. He was formerly CEO of the Verity Group and Vice President of Gartner. Jeff received his MBA from Harvard University and his MS in Operations Research from Stanford University. Contact Jeff at jeffr@metricnet.com. Follow MetricNet on Twitter @MetricNet.

Doug Tedder

Doug Tedder is a strategic, innovative, and solutions-driven IT service management professional with more than 20 years of progressive experience across a variety of industries. He’s a resourceful and hands-on leader with track record of success implementing ITSM and IT governance processes. Doug is a certified ITIL Expert and ISO/IEC 20000 Consultant Manager and holds many other industry certifications. In addition, Doug is an accredited ITIL Foundation trainer and HDI Support Center Analyst and Support Center Manager instructor. Follow Doug on Twitter @dougtedder and connect with him on LinkedIn.

Phil Verghis

Phil Verghis is the CEO and co-founder of Klever Insight and the author of The Ultimate Customer Support Executive. In his long and distinguished services career, he and his teams have won numerous awards for service excellence. He is a longtime friend of HDI and has been chair of the Strategic Advisory Board. He also was instrumental in creating the Open Customer Metrics Framework, the de facto Open Metrics Standard for customer support leaders. Follow Phil on Twitter @phil_verghis.

These industry experts and practitioners are committed to helping technical support and service management professionals excel in their jobs and advance their careers.
Tweet: These industry experts and practitioners are committed to helping technical support and service management professionals excel in their jobs and advance their careers. @ThinkHDI #techsupport #ITSM

Do you have a topic you’d like the featured contributors to cover? Do you have burning questions that need answers? Let us know in the comments!


Amy Eisenberg is the content specialist for HDI where she works with industry experts and practitioners to create content for technical support and service management professionals. She has worked in B2B media and scholarly publishing for more than 20 years, developing content for print and digital magazines, print and email newsletters, websites, conferences, and technical seminars. Follow Amy on Twitter @eisenbergamy , and connect with her on LinkedIn .


Tag(s): supportworld, workforce enablement, workforce enablement, technology, service management, support center, customer experience, desktop support, metrics and measurements

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