2008 HDI Trillium Chapter Conference Speakers

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Speaker

Topic

Synopsis

Keynote

Rich Hand, Executive Director of Membership, HDI

What Customers Are Really Saying About IT Support?

Join Rich Hand as he discusses the results of the 2007 Customer Satisfaction Benchmark Study. The study was conducted between April and September of 2007. The study analyzed over 250,000 incidents from over 200 support centers, in 6 countries, and 28 industries. Find out how you are doing compared to others in your industry. If you are considering how to measure Customer Satisfaction or want to find out where you stand in the industry - you will want to be at this session.
The Agenda:

• Stereo Types Vs. Reality
• Study Overview
• Data Gathering Process
• Study Background
• Report Details
• Results

Brenda
Iniguez

“DON’T JUST MANAGE …. BE A “PLAYER” AT THE BIG TABLE !”

With all the big initiatives at play in IT today:  ITIL Implementations, Operational Excellence Programs, etc, how do you as a Support Center Manager, build serious clout to be invited to the big Players Table?   How do you get a seat and a vote on the tough decisions?  How do you become a “Player”? and be recognized by your peers, colleagues and senior management as a “Player”? 
 

Daniel Skutelsky

Best-practice based Continuous Service Improvement for the Service Desk

Traditional process improvement techniques generate insight into current environments, but it is the best-practice processes in ITIL which describe how problem areas should appear after re-structuring.  Participants will be shown how this combination can be used to generate simple, effective gap assessments that will help a service desk deliver better value to its stakeholders. 

Nick de Jong
President
Service Minds Inc

Self-help, the Successful Simple Way

The mission and strategy of implementing a self-help solution make the difference between success and failure. By understanding that self-help is automating the agent’s work, a totally different approach is taken. Existing technology is utilized. A stepped implementation creates momentum for success.  There are immediate wins.

John Towsley, CEO B Wyze Solutions

The Remote Agent

As you shift into drive, your agents may not need to get into their cars.  By considering a home-based agent model it enables Support Leaders to more easily attract and retain experienced agents who deliver superior customer service, often willing to work for a lower rate given the convenience of home or location in a smaller community.

Tim Dewey
SENIOR VICE PRESIDENT of Strategic Support Solutions
AHS Solutions, Inc.

The “Back-Sourcing”Tsunami

Shift into Drive and take control in a mulit-source environment.  If your company has some components offshore, this session will help you understand how you can be prepared to accept this work back on your shores. 

John Peco, President Enspired

Getting Noticed: promotions, raises and recognition made easy

Maybe you're in IT support because you love the industry and it's your career.  ...or maybe you're there for a short time gaining new experiences.  Or, maybe you're somewhere in between.  The truth is, while you are there, your destiny is in your hands.  This interactive session will explore new ways for you to view your role and will help you "get noticed".

David Smith, President Micromation

Improve Performance using Metrics for IT Service Management based on ITIL Framework (Workshop)

You need to be able to identify, measure and communicate the metrics that reflect the benefits that IT is delivering to the business units as a result of your investment in ITIL/ITSM processes and technology.

This interactive workshop will enable the recipient to understand and capture the metrics required to effectively & efficiently run their IT environment.  The workshop will encourage open discussion and dialog to facilitate internalization of the methodologies, tools, and techniques to enable the attendee to be immediately productive upon their return to the office.

Nick de Jong
President
Service Minds Inc

Skills for ITIL V3 and Beyond Workshop

Changes are happening and they are happening faster and faster. As the IT department, including help desk people, has to meld with business functions, the ability to deal with people who are radically different than us becomes very important.

This workshop on understanding our own preferences and reactions, as well as those of our very different new co-workers, will be the deciding factor between success and failure. Learn your personality type (like Myers Briggs) to ensure you work to your strengths.

Emotional Intelligence is generally accepted to be the best indicator of personal success, more then IQ and education. Recognize your emotional reactions and recognize reactions in others in order to respond appropriately. Learn how to use language to influence yourself and others.

Anton Kritzinger - moderator

Panel Session: Ask the Experts

This is your opportunity to ask a panel of experts questions regarding the support industry, from people, process and tools.