South Florida HDI Event: IT Service Support Goes Mobile

South Florida HDI Chapter May 9, 2013

www.soflahdi.com

Agenda

• 5:00 – 5:30PM Networking & Registration 5:30 – 5:45 HDI News & Updates

• 5:45 – 6:45 Matt Neigh – Cherwell Software • 6:45 – 7:00 Q & A, Wrap up and Raffle • 7:00 – 8:30 Happy Hour

www.soflahdi.com

Thank you to our Sponsors!

HDI Team Certified • New level of recognition for support

teams with at least 80% of staff HDI-certified

• Annual award includes recognition in HDI publications and a crystal award to display on-site

• Application fee of $150 (collected after team qualification has been verified)

• Register at ThinkHDI.com/HDITC – Contact your account manager or the

Customer Care Center for assistance

• Watch for more information in upcoming mail, newsletters, and emails

HDI 2013 – A Digital Experience • HDI 2013 – A Digital Experience is an award-winning free event that

you help create! Earn your license to learn at this engaging event featuring top-rated sessions and speakers from the HDI 2013 Conference & Expo in Las Vegas.

• Mark your calendars now to join a global audience for HDI's second annual digital experience—an interactive industry event!

• Bring your whole team for a day filled with teambuilding activities, networking, and opportunities to ear fabulous prizes.

Tuesday, May 21, 2013 | 8:00 a.m. - 5:30 p.m. Eastern

www.ThinkHDI.com/DigitalEvent

FUSION 13 Conference • itSMF USA and HDI’s annual event kicks off this year in Nashville, TN, from October 20–23! • FUSION 13 features fantastic pre-conference workshops,

incredible keynote speakers, spectacular networking opportunities, and super informational sessions

Register by June 7 to save up to $500: SMFUSION13.com

Early Bird Discount $200Alumni Discount $100Member Discount (Gold and above) $200Save $500

What’s coming in 2013

September 16, 2013 Malcolm Fry

Power of Quality Tour What You Will Learn • Balance quality, performance, and cost • Create sensible Service Acceptance processes; service pipeline, service catalog and

service retired • Build a quality improvement initiative • Delegate incidents rather than escalate incidents • Build a quality focused training plan • Work with other key ITSM units to improve quality; Service Desk, Problem, Incident,

Change, • Request and Asset Management

www.soflahdi.com

Introduction to HDI vChapter? • A virtual local chapter with members

from all over the world – Don’t have a local chapter in your area –

join the vChapter – Live in an international country – join the

vChapter – Regularly participate in your physical local

chapter meetings, but want a complementary opportunity to network with other professionals outside your geographic area – join the vChapter

• Network with peers, share experiences and grow career success in a virtual environment

• Gain a sense of community by interacting with others through chat groups, polls, and even audio connections, just virtually!

• HDI vChapter meetings include content rich, informative and extremely valuable programs lead by subject matter experts

– July 16: Revolutionize, Revitalize, and Reengergize Your Teams and Your Services, with Gregg Gregory

– October 15: The New Job of ITSM Leaders

• Connect with the HDI vChapter: – Web Site: http://hdivchapter.com – Coming

soon! – Facebook:

https://www.facebook.com/#!/HdiVChapter – Twitter: @HDIvChapter – Email: president@hdivchapter.com

Exciting Things are Happening at HDI

• Same great HDI, but a brand new membership model!

• You spoke, we listened: – After considerable research, HDI has aligned and

expanded benefits, and renamed levels to better suit the needs of our members

• Current members, don’t fret! Keep your current membership until it expires, or convert to the new model

Learn more: www.ThinkHDI.com/HDIMembership, or call us at 800-248-5667

Local Chapter Membership

Focus Book Series and Annual Practice and Salary Report

$75 $240 Value

$79 $1000+ Online resources, webinars, Research Corner, whitepapers…

Conferences, events and Training discounts

$300+

$165 $100 (only for today)

Contact Tony Di Perna at membership@soflahdi.com

CIO Value Prop: Creating Actionable Awareness Empowering informed decisions by sharing knowledge, relationships and experiences

RELATIONSHIPS

EXPERIENCES

KNOWLEDGE

Expand your network of peers and industry colleagues; take

advantage of others perspectives and experience.

Access to a substantial repository of information, best practices, the

latest industry trends (Yearly Practices & Salary) and training.

HDI Buyer’s Guide, aimed at helping guide products and services to the people who

need them.

Case Studies and timely topical discussions delivered through regular newsletters, meetings,

webinars and conferences.

Strengthen internal team collaboration through

membership and participation in a common organization

www.soflahdi.com

South Florida HDI

Thanks go to the following • Tony Di Perna – VP of Membership • Yleana Franco – VP of Sponsorship • Eddy Fuente – VP of Finance • Donnie Herrera – VP of Programs • Albert Noa – Strategic Advisor • Frank Ortiz – Leadership Council • Stephanie Santiago – VP of Communications

Volunteer?

Contact Eddie Vidal at president@soflahdi.com

Matt Neigh As Cherwell Software’s technology evangelist, Matthew works closely with existing customers and industry peers to understand how ITSM software solutions are currently being utilized, to explore how customer behavior is driving innovation, and to discover how emerging trends might impact service delivery. Matthew boasts extensive experience with integrating service management solutions into organizations of various sizes and industries. He has traveled to more than 50 countries around the globe speaking, training, and consulting on topics ranging from inter-personal relationships to cross-cultural adjustment to ITSM practices. Matthew is also a popular speaker at HDI, PinkElephant, and itSMF events.

Matt Neigh Cherwell Technology Evangelist Cherwell Software

Employee

Discuss

How is instant access and mobile devices changing the way your IT engages employees/customers?

Employee BYOD

IT has to Support?

Transparent IT

Imagine

Your organization is going to use Twitter as a means of communicating. What would that look like?

Monday Morning

• Consider a plan to get your Service Desk up to speed on Mobile Devices (or at least know where to look).

• What is data/reports your constituents

are constantly asking for? Consider how to make those readily available.

C-Level

Discuss

How is instant access and mobile devices changing the way your IT engages the C-level or V-level?

Dashboards

Imagine

Your C-level wants instant access to metrics in IT. How could you facilitate that?

Monday Morning

• Consider ways you can make decisions C-level needs to make regarding IT more readily available

• What is data/reports your C-level are

constantly asking for? Consider how to make those readily available.

Discuss

How is instant access and mobile devices changing the way your IT Department engages your organization?

IT Department

Ban BYOD

Time Wasters

Remember the 90’s?

Automate Process or Keep Manual?

Take Advantage of Mobile

Imagine

Your IT is using mobile devices to handle service calls. What are some ways they could provide better customer service?

Monday Morning

• Consider ways you BYOD can help IT more effectively deal with issues.

• What processes are you doing manually that

you could be automating? • What features are available on a mobile

device that your team could start using?

Volunteer?

Contact Eddie Vidal at president@soflahdi.com

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180 Members

226 Followers 2800 Emails

882 Contacts

Please Join our Social Media Sites

https://www.facebook.com/soflahdi @HDI_So_Florida

Closing & Raffle

• Additional Networking Happy Hour Location Carolina Ale House 8669 NW 36 Street, Doral, Florida 33166

• Next Meeting June 6, 2013 • What’s In Your Service Catalog

– A joint South Florida HDI/itSMF South Florida LIG event

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