Thanks to all the presenters who have made our past meetings successful. September 28, 2016 "From Support to Enablement - How the Digital Economy is changing the face of IT" Some processes from ITIL and traditional project management have served us well for many years. However, others like knowledge management, change management, release management, and waterfall SDLC’s simply are not working at the pace IT needs to deliver. Changing key components of your ITSM strategy can remove the barriers to agility. How does service management remove constraints? Come learn how Lean service management practices along with DevOps cultural changes can enable enterprise level agility within your organisation. Key takeaways included:
Matt Hooper  Virtual Meeting - Tue, August 9 HDI local chapters from Connecticut, New England, Northern New England, and Rhode Island joined forces to offer a virtual meeting on Tuesday, August 9th at 1:00pm ET, featuring HDI Hall of Famer, Eddie Vidal! Description Tools to leverage during your journey include:
Eddie shared 10 lessons learned on how to become a leader in your organization where failing is just part of the journey to success. Based on the blog article written for the Diary of a Non-Wimpy IT Service Manager. Speaker Biography Eddie is founding member and President Emeritus of the South Florida HDI local chapter, and is a member of the HDI Strategic Advisory Board (SAB). He was a past member of the HDI Member Advisory Board (MAB), original member of the HDI Desktop Support Advisory Board (DSAB) and former Regional Director of HDI Southeast Region. Eddie has presented at HDI and Fusion conferences. Eddie has been selected to chair Tracks at itSMF Fusion and HDI Conferences. He has also been published in HDI’s Support World Magazine. Eddie is a member of the itSMF Marketing and Communication team, you can listen to Eddie on the monthly itSMF podcast where he currently serves as a podcast jockey and producer. Eddie is also the winner of the 2014 itSMF South Region Member of the Year Award and 2014 itSMF President’s Award. Eddie was inducted into the HDI Hall of Fame inaugural class in 2016. Eddie holds a Bachelor’s degree from Florida International University and has earned certifications for ITIL Foundations v2 & v3, ITIL v3 Intermediate Capability: Operational Support and Analysis OSA and HDI Support Center Manager. Examples of previous presentations by Eddie can be viewed here and here. "The Evolution of Service Automation" on May 18, 2016
Kevin Smith is responsible for the Service Management Business Unit, including all strategy, go to market and customer success activities for the growing portfolio of HEAT Software Service Management applications. Kevin has a deep understanding of the Service Management market, having previously been responsible for product management, product marketing and corporate marketing for all HEAT Software product lines. Kevin brings over 25 years of technical, management, and executive leadership experience in technology and software businesses. Prior to HEAT Software, Kevin has held positions as Vice President of Solutions Management at Manugistics Inc., Vice President of Operations at Avyx Inc., as well as Flight Design Manager with NASA at the Johnson Space Center in Houston, Texas. Kevin holds a Bachelor of Science in Chemical Engineering from Texas A&M University and a Master of Science in Computer Science from the University of Houston. Sponsored by: HEAT Software is a leading provider of Cloud Service Management and Unified Endpoint Management software solutions for midsize enterprises. With its suite of applications, HEAT Software is the only company in the world that provides Cloud Service Management and Unified Endpoint Management software on-premise and in the cloud. HEAT manages millions of service interactions and millions of endpoints every day for thousands of leading organizations across IT, HR, Facilities, Finance, Customer Service and other enterprise functions. Its customers deliver world-class service while maximizing operational efficiencies with reduced cost and complexity. "Branding Your Support Center/Branding Yourself: What Does It Mean & How Do You Do It??" by Mia Melanson on March 30 2016
Branding is one of the most important aspects of marketing, whether promoting the support center or self-promotion. In the digital age, branding has become far more than a slogan or logo. It is an integral part of both understanding and influencing the customer experience. When done right, it can help to create communities, followers, and ultimately loyal customers. About the speaker: For the past fifteen years, Mia has provided professional and organizational development programs for customer contact centers within entrepreneurial organizations and Fortune 1000 companies. These programs focus on implementing best practices and exceeding industry standards, resulting in improved customer satisfaction and loyalty. Through her firm, Performance Consulting, Mia works primarily with professionals in high customer contact functions where performance impacts profit on a daily basis. Our March meeting was sponsored by  The heart of IT is about empowering people—and being able to serve and secure all types of users, on all the devices they use, wherever they are. With an end-to-end Service Management solution, only LANDESK unifies and automates the delivery of all the assets and services users need across mobile, cloud, and personal computing environments. By making users happy, we make IT more strategic and business more productive. The LANDESK end-to-end Service Management solution encompasses four essential areas: October 2015 Topic: Integrating Service Planning into the Project Lifecycle presented by Doug Anderson and Brian Miller from Tufts University The project was completed on time and on budget, meeting all technology and business requirements, but after the go-live party, did you realize the service the project delivered wasn’t quite ready for operation? This session will provide a practical overview of service planning activities that can be used in a modular fashion to ensure that approval, funding, and planning of project requests includes sufficient time, budget, and expertise to execute the service phase after project completion. August 2015 Topic: Agile and the Service Desk presented by Donna Knapp, Curriculum Development Manager at ITSM Academy Wednesday, August 12, 2015 HDI NE, NNE, RI & CT August Virtual Chapter Meeting Business success in today's competitive marketplace requires adopting a new mindset; an agile mindset. A willingness to continuously experiment and improve in rapid response to business opportunities and challenges. This session described ways IT organizations leverage agile practices in an effort to keep pace with business needs. Agile, Lean, DevOps and the need for streamlined IT service management (ITIL) processes were discussed. Think agile practices are only for your development organization? Not so. We learned ways that agile practices are impacting the service desk along with how these practices can be used to improve collaboration across IT functions, existing IT processes and overall IT performance. June 2015 Topic: "The Human side of Change Management" presented by Mary Therese Durr, Boston College Thursday, June 11th, at Worcester Polytechnic Institute, Worcester, MA See the blog post April 2015 itSMF Career Roadmap – The 1-stop guide to Professional Development The itSMF Boston LIG for the premiere of the itSMF Career Roadmap presented your 1-stop guide to professional development, no matter where you are in your career. Participants learned what the roadmap is and how to use it to plan a path to success. The in-person session combined a presentation by Jason Stonehouse with interactive discussions better understand where people were at in their career, where they want to go, and how to get there. March 2015 Topic: "Does IT have a crystal ball?" Speakers: Jill Beckman, Assistant Director for Desktop Services and Mike Javorsky, Client Support Specialist III (Service Desk, IT Help Center) both at the Information Services & Technology, Boston University. See the blog post January 2015 Virtual event: "The Internet of Things” Speaker: Amy DeMartine, Senior Research Analyst at Forrester Research See the blog post December 2014 Annual awards ceremony at PINZ in Milford. We honored: HDI New England Desktop Support Technician of the Year Chris Chagnon from WPI HDI New England Analyst of the Year Renee Croxen from Boston College and nominees: Maria Dillon and Galen Lipen from WPI November 2014 Topic: "Intelligent Swarming" Speaker: Melissa George, Program Director, Consortium for Service Innovation March 2014 Topic: "Business.Next" Speaker: Matt Hooper, VP of Strategy and Client Solutions at Acorio January 2014 Virtual event: Building an Effective Service Desk Training Plan with Rae Ann Bruno Presented in collaboration with HDI Rhode Island and HDI Northern New England chapters. December 2013 Annual awards ceremony at PINZ in Milford. We honored HDI New England Desktop Support Technician of the Year Dao Thach from Boston College and HDI New England Analyst of the Year Steve Choate from Boston University. October 2013 Chapter Meeting featuring guest speaker Carlos Casanova, presenting "Change your Problem . . or was that an Incident?" December 2012 Annual holiday celebration and awards at PINZ. See "Photo Gallery". September 2012 (Warren Conference Center, Ashland, MA) Topic: Tools of the Trade - Panel Discussion Panelists: Robin Whitman (Analog Devices), Jeannine McConnell (Kronos), Todd Jarzinski (Sonus Networks) August 2012 - Our first virtual meeting Topic: Incident Management Metrics: A University of Miami Case Study Speaker: Eddie Vidal, Manager, Enterprise Support Services, U of Miami Thanks to LogMeIn for use of their join.me product to host this meeting June 2012 (Waltham, MA) Topic: Social IT - It’s About People, Not Tools
Speaker: Roy Atkinson, HDI March 2012 (Worcester, MA) Topic: The Power of Metrics for Optimal ITSM Performance Speaker: Malcolm Fry All-day event at WPI Thanks to our local sponsors: LogMeIn and WPI Corporate & Professional Education Click the Photo Gallery link for pictures from this event. December 2011 Topic: The Future of Knowledge Management Speaker: Adam Krob, Verghis Group Plus award presentation and holiday fun at PINZ November 2011 - no meeting October 2011 Half-Day Workshop: Business/IT Alignment Leader/Facilitator: John Custy, JPC Group June-July-August-September 2011 summer hiatus - no meetings May 2011 Topic: Social Media and Your Career - What you need to know Speaker: Jack Fellers, Robert Half International April 2011 - no meeting March 2011 Topic: What is Client Virtualization and what impact could it have on the support center? Presenter: Gregor Stewart, CTO, Broadleaf Services February 2011 Topic: iPads, Droids, and Smartphones . . .Oh my! Mobile Computing Challenges for the Support Center Facilitators: Shanna Gilberg - Boston College, Michelle Hagl - Akibia January 2011 - no meeting December 2010 Twentieth Year Chapter Anniversary Celebration at Pinz in Milford, MA Year Up Presentation Panel: Using The Service Desk As The “Launching Pad” For Your Information Technology Career…. Panelists: Robin Whitman, Manager IT Service Desk, Analog Devices Marie DiRuzza, Assistant Director of Desktop Services, Worcester Polytechnic Institute Janice Delano, Service Desk Analyst, Analog Devices & former Analyst of the Year finalist Rob Saunders, Desktop Support Specialist, Analog Devices & former Analyst of the Year Award winner Patrick Moody, Helpdesk Analyst, Worcester Polytechnic Institute, Former Analyst of the Year winner November 2010 - no meeting October 2010 Topic: Measures, metrics and madness: the new world of guiding not grading Speaker: Phil Verghis, The Verghis Group September 2010 Topic: Connect To Your Customer…Bridging the Gap to Great Customer Service in an Economically Challenged Environment Speakers: Linda Vega - Supervisor IT Office Support - Fish & Richardson P.C. Mark Orlando - Communications & Curriculum Development Specialist - Fish & Richardson P.C. July-August 2010 - summer hiatus June 2010 Topic: Bridging the Gap Between Vendor Tools and ITIL Processes Speaker: Vernon L. Palango - ITSM Practice Manager, InteQ Corporation May 2010 - no meeting April 2010 - Special Event in Nashua, NH Click here for photos, sponsors and speaker list March 2010 - no meeting February 2010 Topic: From Feedback to Action Speaker: Fred Van Bennekom, Dr.B.A., Great Brook Consulting January 2010 Topic: Engaging Project Management Communications Techniques for Bulletproof Support Relationships Speaker: Julia Forbes, Manager of Training and Application Resources, Brown Rudnick, LLP December 2009 Topic: Problem Management for Real! Speaker: Reg Lo, Third Sky, Inc. November 2009 Topic: Service Catalog Success Speaker: Mark Hamilton, Pink Elephant October 2009 Topic: Leveraging the Configuration Management System Speaker: Carlos Casanova Plus: Dunkin Brands site tour September 2009 - Extended Summer Hiatus July/August 2009 - Summer Hiatus June 2009 Topic: What's in Your Toolbox? Facilitator: Marie DiRuzza, WPI May 2009 Topic: Map and Compass for ITIL: Building Your Roadmap and Navigating Your Journey Facilitator: Mike Orth, Column Technologies April 2009 Topic: Motivating the Troops in a Bad Economy Panelists: Shawn McKinnon, Ryan Case and Sandy Rossetsky, TJX Companies; Krystina Silva, Ropes & Gray LLP Moderator: Robin Whitman February 2009 Topic: Service Catalogs Speaker: John Custy, JPC Group January 2009 Topic: Service Desk in the Cloud: SaaS User Experience Panelists: Bonnie Royal, Omgeo and Ellen Prokopow, EnerNOC Moderator: Carl Fink, GroupSoft December 2008 - holiday hiatus November 2008 Speaker: Chris Senseman, WPI Topic: Using SharePoint to Enhance Support Plus Analyst-of-the-Year presentation. October 2008 Speaker: Dennis G. Ravenelle Topic: Getting Past Silos, Heroes and Small Boxes September 2008 Speaker: Katherine Spencer Lee, Executive Director, Robert Half Technology Topic: What Snake Person Workers Want: How to Attract and Retain Society of the Serpent Employees June/July/August 2008 - Summer Hiatus May 2008 Special Event Speakers: Kirk Weisler, Rich Hand, Malcolm Fry and Roy Atkinson April 2008 Speaker: Frederick C. Van Bennekom, Dr.B.A., Great Brook Consulting Topic: The Dirty Dozen of Common Survey Mistakes http://www.greatbrook.com March 2008 Speaker: Leslie O'Flahavan, E-WRITE Topic: How to Write to People Who "Don't Read" http://www.ewriteonline.com February 2008 Site Tour: Dunkin' Brands, Canton, MA host: Cheryl Neff, IT Manager of Support Services Discussion: Help Desk & Call Center design January 2008 Panelists: Marie DiRuzza, Assistant Director, Desktop Services, WPI Mary Fetherston, Manager, Help Desk-Contact Center, URI Kent Belcher, Employee Services Manager, Analog Devices, Inc. Topic: Managing Up for Help Desk Success! December 2007 - no meeting November 2007 Speakers: Christof Recknagel and George Lloyd, The Boston Consulting Group Topic: Implementing a Service Catalog October 2007 Speaker: Simon Yelsky - RightAnswers Topic: Content Effectiveness September 2007 Speaker: Phil Verghis, Verghis Group Topic: Customer Psychology - Simple Lessons for Great Results July/August 2007 - summer hiatus June 2007 Speaker: Marie DiRuzza, WPI Topic: Training for Customer Service and Team Building May 2007 Facilitators: Robin Whitman and Jeremy Kurtz Topic: How NOT To Run a Help Desk April 2007 Speaker: Duane Kincus - Director, New England Sales, Bomgar, Inc. Topic: Increasing First Call Resolution, and a Little Fun March 2007 Special Event Speakers: John Custy - JPC Group Chip Gliedman - Forrester Research Phil Gerbyshak Naomi Karten Sam Rizzico - Rober Half Technology Platinum Sponsor: Bomgar Other Sponsors: BMC Software, Right Answers, Vaultus February 2007 Speaker: Kent Belcher - Corporate Service Desk Manager, Analog Devices Topic: Transforming IT Support January 2007 Speaker: Rick Veno, Sr. Consultant, Pomeroy Topic: New Year's Resolution – Service Level Management December 2006 - no meeting November 2006 - roundtable discussions October 2006 Speaker: Chuck Kelley Topic: FiSH Philosophy for Customer Service Professionals September 2006 Speaker: Allison Babb Topic: My Co-workers Are Driving Me Nuts! July/August 2006 - summer hiatus June 2006 Speaker: Katherine Spencer Lee, Executive Director, Robert Half Technology Topic: Top Hiring Mistakes & How To Avoid Them May 2006 Speaker: Ron Muns, CEO, HDI Topic: Measuring and Improving Customer Satisfaction April 2006 Speaker: Ric Mims, President and CEO, SupportCenter Global Technologies, Inc. Topic: Getting Control of Your Service Delivery Model March 2006 Speaker: Mia Melanson, Performance Consulting Topic: Good to Great: Leading your team to Olympic-level performance February 2006 Speaker: John Custy, JPC Group Topic: Metrics January 2006 Speaker: Mark Yunger, Millenium Pharmaceutical Topic: Reinsourcing December 2005 - no meeting November 2005 Speaker: Julianne Bride, Blue Cross Blue Shield of Massachusetts Topic: Concierge Service Delivery Model October 2005 Special event in Portsmouth, NH Speakers: Kirk Weisler, Johann Stoessel, Lisa Welsher, Deborah Monroe, Sophie Klossner September 2005 Topic: Support Tools for the Mainframe Speaker: Marc Heimlich, VP of Business Development & Marketing, StreamFoundry July/August 2005 - summer hiatus June 2005 Topic: SLM - who said we agreed? Speaker: Phil Verghis, Verghis Group May 2005 Topic: Implementing ITIL - Real life lessons from the Trenches Speakers: Reg Lo, Vice President Eastern Region, Third Sky, Inc. Hank Marquis, Third Sky, Inc. April 2005 Special event at Mohegan Sun with keynote by Ron Muns A joint production with the Connecticut chapter Other speakers: Lisa Welsher, David Ratcliffe, Leslie O'Flahavan, Hector Nevarez March 2005 Topic: "The Impact of the Sarbanes-Oxley Act of 2002 on the IT Service and Support Professions" Speaker: Mike Levinson, Hannaford Bros. Co. February 2005 meeting cancelled January 2005 Akamai Site Visit Don Montabana December 2004 Holiday Party - no speaker November 2004 Topic: The Future of Technical Support Speaker: Phil Verghis October 2004 Topic: Piercing the Six Myths of Management Speaker: Johann Stoessel September 2004 Topic: The FISH Philosophy Speaker/Facilitator: Chuck Kelley, HDI-NE Chapter officer July/August 2004 - summer hiatus June 2004 Topic: Take the KM (Knowledge Management) Challenge Speaker: Steve Dreyer, CEO & Founder, SMA Management Systems May 2004 Topic: Human Asset Management: Hire, Mentor & Manage Your Most Important IT Asset Speaker: Julie Mohr, Managing Consultant, Alternative Resources Corporation April 2004 Round table discussion March 2004 Topic: Metrics That Matter Speaker: Joe Barkai, Diagnostic Strategies February 2004 Topic: Understanding Your Customers Through Online Surveys Speaker: Bruce Manicinelli, WebSurveyor Corporation January 2004 Topic: External Monitoring Systems and Protecting Your Website Speaker: Bill Kaiser, Catbird Networks December 2003 - Holiday party; no speaker. November 2003 Topic: Using Knowledge Management to Streamline Service Delivery Options Speaker: Andrew Rawson, RightAnswers LLC October 2003 Topic: Help Desk Role in Preventing Spam Speaker: Rich Schwartz, RHS Consulting, Inc. - www.rhs.com September 2003 Topic: Learn Your Energy Profile and How to Make it Work for You speaker: John Custy - JPC Group July/August 2003 - summer hiatus June 2003 Topic: How to Write Great E-Mail to Improve Customer Support speaker: Leslie M. O'Flahavan - Ewrite May 2003 Topic: Becoming a Help Desk Change Artist Speaker: Naomi Karten - Naomi Karten Associates - www.nkarten.com April 2003 Topic: Visioning Your Support Organization Speaker: Judy Benda - COO, Help Desk Institute March 2003 Topic: Work Force Management Speaker: Diane Mahan-Gately, Manager of Cluster Labs and Electronics at University of Massachusetts - Dartmouth February 2003 Topic: Investing in Your Help Desk Staff Speaker: Derek Anderholm, Manager, Customer Services, University of Massachusetts Medical School January 2003 Topic: The Total Approach to a World-Class Help Desk Speaker: Janet Diehl, SMA Management Systems December 2002 - no meeting November 2002 Topic: Surrounding the Service Desk (ITIL) Speaker: David Pultorak, Pultorak & Associates October 2002 Topic: The Evolving Role of Customer Support Organizations Speaker: Chris Martins, independent consultant September 2002 Topic: eSupport Speaker: Geoff Revell, Channel Manager, Control-F1 July/August 2002 - summer hiatus June 2002 Topic: Meeting Customer Expectations Speaker: Chuck Kelley - NEBS May 2002 Topic: Your Help Desk Today, What Works? Speaker: John Migliazza -Practice Director - Spherion April 2002 Topic: Service Level Agreements Speaker: Steve Dreyer, SMA Management Systems March 2002 Topic: Developing A Reliable Survey Process Speaker: Frederick C. Van Bennekom, Dr.B.A. February 2002 Topic: Implementing More Than a Knowledge Base Tool Speaker: Bob Moalli, HDI New England Regional Director and RF Moalli Consulting January 2002 Topic: Customer Self-Help Via the Web Speaker: Paul Simpson - Principal - Simpson Consulting November 2001 Topic: Overcoming Overwhelm: Coping Resources to Reduce Stress Speaker: Mia Melanson, Performance Consulting October 2001 Topic: "How to Scale Support or Die Trying" Speakers: Phil Verghis - Sr. Director, Service Delivery, Akamai Don Montabana - Director of Global Customer Care, Akamai September 2001 Topic: "Best Practices and Trends that Matter" Speaker: Ron Muns - Founder & CEO, Help Desk Institute July/August 2001 - Summer Hiatus June 2001 Topic: You’re Still Almost There: Getting Your Website Right Speaker: Stephanie Heacox, Information Scientist, OPCENTER, LLC May 2001 Topic: Catching Yourself Being Yourself Speaker: Naomi Karten, Karten Associates April 2001 Topic: Help Desk Software RFP's from Both Sides Now Speaker: Carl Fink, founder and CEO, GroupSoft Systems, Inc. March 2001 Topic: Successful Technical Managers: 10 Lessons Learned Speaker: Johanna Rothman, founder and principal of Rothman Consulting Group, Inc. February 2001 - no meeting January 2001 Topic: Chase eCare Support Model Speaker: Denise Vitale, Vice President, Chase Manhattan Bank December 2000 - no meeting November 2000 Topic: Foundations of Customer Service Speaker: Mary Jo Howard, Practice Director of Spherion Infrastructure Solutions October 2000 Topic: eBusines and Customer Support Speaker: Ken Berggren, Director of Sales, Apropos Technology September 2000 Topic: Call Center Recovery Planning Speaker: Ed Deveau, Sr. V.P., EverGreen Data Continuity, Inc. May 2000 Topic: Tools and Technologies of Today's Help Desks Speaker: Ken Hayes - Practice Director, Interim Technology April 2000 Topic: Automating Customer Satisfaction Surveys Speaker: Mike Manolagas, Service Director, MEDITECH March 2000 Topic: Selecting a Knowledge Base Tool Speaker: Bob Moali, Compaq February 2000 Topic: Reducing the Total Cost Ownership for Help Desks Speaker: Larry Desiano, Network Associates January 2000 Topic: Best ways to measure your service, and what you should be doing with the data Speakers: Judith Cardinal, EDS E.Solutions Mark Ellis, Director of Service Operations, Open Market November 1999 Topic: The World Class Help Desk Speaker: Phil Verghis, Akamai October 1999 Topic: Teamwork: Working the Team So the Team Works Well Speaker: Naomi Karten, Karten Associates, www.nkarten.com September 1999 Topic: Virus Protection Strategies and The Role of the Help Desk Speaker: Victor Pizzolato, Interim Technology July/August 1999 - summer hiatus June 1999 Topic: Survey Automation Tools Speaker: Dr. Fred Van Bennekom, Great Brook Consulting May 1999 Topic: Keeping the Good People You Have Speaker: Rick Brenner, Chaco Canyon Consulting April 1999 Topic: How to Prepare an RFP/RFI When Selecting a Vendor Speaker: John Custy, Ziff-Davis March 1999 annual hiatus February 1999 Topic: Customer Service Excellence Speaker: Anna Turruellas, Interim Technology January 1999 Topic: The Practical Application of Causal Loop Analysis -- a Front Line Approach to Improving Problem Resolution Speaker: Charles Donnelly, Onsett International Corporation November 1998 Topic: Hiring the Right People Speaker: Johanna Rothman, Rothman Consulting Group, Inc. http://www.jrothman.com October 1998 Topic: Bridging The Help Desk Skills Gap Speaker: Mary Jo Howard, Interim Technology July-August-September 1998 Summer Hiatus June 1998 Topic: Optimizing Technology Investments Speaker: Gina Kubie, Kubie & Associates, Inc. May 1998 Topic: Best in Class Help Desk Speaker: Chuck Kelley, Digital Equipment Corporation April 1998 Topic: Changing How You Manage Change Speaker: Naomi Karten, Karten Associates (A joint meeting with the Association of Women in Computing) March 1998 Topic: Round Table Discussion February 1998 Topic: Future of Internet/Intranet Support Speaker: Tony Lowenstein, Professional Help Desk January 14, 1998 Topic: Round Table Discussion December 1997 holiday hiatus November 12, 1997 Topic: The Business Value of the Help Desk Speakers: John Cahill, Corporate Strategies and Dave Gardiner, Teloquent Communications October 8, 1997 Topic: Help Desks: Best of Breed Speaker: Dean Lachance, Vanstar Corporation September 1997 Topic: How to Audit your Help Desk Operation Speaker: Carolyn Atkinson, Interim Technology |
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SponsorsHDI New England Platinum Level Sponsors:
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Eddie Vidal
