Call for nominations for AOY and DSToY

  Nomination Deadline is December 15   

We often discuss the benefits of recognition and this is a PRIME opportunity to recognize the superstars at your organization.  In our second annual awards dinner, TriHDI is looking to honor our best and brightest IT support professionals in the Raleigh area.  We have two awards programs:  Help Desk Analyst and Desktop Support Technician.  Each company may nominate up to two people in each category.  This quality program is FREE and a benefit of your HDI Membership (the Analyst and Technician do not have to be a member).

To recognize your outstanding Desktop Support Technician or Support Analyst, please go to one or both of the following sites and fill out the nomination form. You should get a confirmation e-mail.  To make sure your nomination is recieved, please also e-mail John Pierce when you complete your online form.  Nomination is free and only available to HDI members.

Support Analyst – http://www.thinkhdi.com/Landing/Awards-Analyst-of-Year

Desktop Support Technician – http://www.thinkhdi.com/Landing/Awards-DST-of-Year

Continue reading Call for nominations for AOY and DSToY

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BUILDING AN IT SERVICE CATALOG FROM SCRATCH

BUILDING AN IT SERVICE CATALOG FROM SCRATCH

In this session, Glenn Setliff will demonstrate how to create a business-oriented, professional IT service catalog. Done right, service catalogs can improve efficiency and increase value. Glenn will break the development down into three areas of focus: defining service categories, identifying individual services within these categories, and defining individual services so they make sense to the business and IT. To bring these three areas back together, Glenn will provide an example from his organization’s service catalog, explaining how they broke one of their service categories (videography) down into a set of highly efficient, measurable, and clearly defined services.

Glenn Setliff

Director, Information Technology
Duke University, School of Nursing

Glenn Setliff has been the director of information technology at Duke University’s School of Nursing for four years. Glenn has built his career on providing excellent customer service and professional results, and he has extensive experience leading IT teams in industries ranging from communications to clinical research. Glenn is certified in ITIL v3 and he’s a strong proponent of quality ITSM.

 

This is a preview of Glenn’s presentation at FUSION 13. Experience part of FUSION right in our own backyard!

 

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TriHDI Family Fun Day at the Durham Bulls

Join TriHDI for a Night of Fun

 at the Durham Bulls Athletic Park

as the Bulls Take on the Norfolk Tides!
Eventbrite - TriHDI Family Fun Night @ Durham Bulls

When: Sun August 25th – Gates open at 4PM.  Game start time is 5:05PM

Includes All-You-Can-Eat buffet (4:30 – 6:00), a limited edition Durham Bulls cap

Members – TriHDI will cover the cost of HDI member and up to 3 guests.

Non HDI members (and additional guests) – may attend at a reduced rate of $10 per person

New Membership Drive – TriHDI is holding a membership drive.  For $10 receive Local Chapter membership (normally $75).  Become a member today and get free access to game for you and up to 3 guests.

Children under 3 are free and must sit on your lap.  No need to order a ticket for them.

Tickets will be available at the Will Call booth.

FAQ for Durham Bulls – http://www.milb.com/content/page.jsp?ymd=20110526&content_id=19608506&sid=t234&vkey=team5

Kids Run the Bases – After every Sunday home game, kids can live out their dreams and run the bases at the DBAP!

If you haven’t already, Please take the TriHDI Survey

This customer survey is being conducted to help gather data and ideas about the services that the TriHDI chapter provides. Please take a few minutes to answer the following questions so that we can better understand how our services are meeting your expectations or identify any areas that we can improve service to you.  The survey is 8 questions and should take 5-10 minutes to complete.  Thanks for your participation. Click here to take survey

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Meaningful Metrics: Setting, Collecting and Reporting

Date: August 6th
Time: 2PM-4PM
Location: Computer Software Training, 1 Copley Pkwy Morrisville, NC 27560, 4th floor
Topic: Meaningful Metrics: Setting, Collecting and Reporting
Presenter: XA Systems, Ralph Campbell
Website: http://www.xasystems.com http://www.xasystems.com/servista.html

Introduction: XA Systems is a technology company headquartered in Fairfax, VA that provides services that align technology to business requirements, supporting government and private industry clients, offering both services and products.

The ability for remote attendance will be offered and the web meeting information will be posted shortly.

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Tri-HDI Local Chapter Survey Summer 2013

This customer survey is being conducted to help gather data and ideas about the services that the TriHDI chapter provides. Please take a few minutes to answer the following questions so that we can better understand how our services are meeting your expectations or identify any areas that we can improve service to you.  The survey is 8 questions and should take 5-10 minutes to complete.  Thanks for your participation.

Click here to take survey

 

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HDI Area Events and Courses

On June 18th at 1pm EST John Custy will host a webinar on Service Costing: The Missing Link in Service Portfolio and Service Catalog Management.

Understanding the costs of service provisioning is a critical success factor in service portfolio and service catalog management. In this webcast, learn how to apply full cost analysis to your organization. Using this proven methodology, developed by Dean Meyer, service providers can understand their costs and capabilities and translate that knowledge into meaningful business terms that the customer understands.

Click the link to learn more about the webinar and to register: Service Costing: The Missing Link in Service Portfolio and Service Catalog Management

Please let me know if one of the below courses is of interest for yourself or someone on your team. We do offer discounts on multiple seats. In addition to the below classes, we offer online, blended and can come onsite to train your team.

Charlotte, NC

7/15 – 7/16/13                    HDI Support Center Analyst

7/17 – 7/19/13                    HDI Support Center Manager

Charleston, SC

7/15 – 7/16/13                    HDI Support Center Analyst

7/17 – 7/18/13                    HDI Support Center Analyst

HDI, Virtual Classroom

6/03 – 6/04/13                    HDI Desktop Support Technician

6/05 – 6/07/13                    HDI Support Center Manager

6/11 – 6/11/13                    HDI Customer Service Representative

6/12 – 6/13/13                    HDI Support Center Analyst

7th Annual HDI Charlotte Forum and Vendor Expo!
Thursday, July 25, 2013 – 11am to 5pm – Johnson & Wales University
Join us uptown for the largest HDI Charlotte event of the year featuring outstanding guest speakers, networking, vendors, over $2000 in prize giveaways and more!  Our lineup this year is fantastic – including the founder and former CEO of HDI – Ron Muns!
Click here to learn more or reserve your tickets today — it’s 100% free and likely to sell out quickly!

Are you a local chapter member? Reference your local chapter when you register for a public class with me and your chapter will get $50 from HDI. This must be referenced at time of purchase/invoice.

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Malcolm Fry’s Power of Quality Tour 2013

Malcolm Fry’s Power of Quality Tour 2013

Raleigh May 16th
8:00AM – 3:00PM

Corporate Software Training
1 Copley Pkwy #400
Morrisville, NC 27560

Click HERE to Register!
FREE for HDI Members!!!!

Quality is a word that you hear so often but it frequently lacks real substance because of the varying definitions that most people seem to have. Quality is subjective, relying upon many factors from one’s life experiences to their very interpretation of the word. Quality has many definitions and degrees of excellence, spanning a wide range of examples. What does it mean then to drive and deliver quality in Service Management?

To truly deliver quality service, organizations need quality people with the right skills; quality processes based on best practices that align with business needs; quality technology to enable those processes; quality assurance program to inspect the processes and results; and quality metrics to measure success.

This one-day workshop, presented by the renowned Malcolm Fry, is a fun, informative, and productive learning experience about the Power of Quality. The workshop contains a series of breakout opportunities that allow for networking and collaborative learning. Course participants will receive a questionnaire used to track required items for a new service that is to be implemented and supported by the Service Desk.

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

Who Should Attend

  • Pre-requisites or prior knowledge of ITIL are not essential for this course
  • Course is appropriate for all levels of support center professionals and ITSM staff, from analyst to manager/director
  • Anyone interested in improving their ITSM image through statistics
  • Anyone looking to improve ITSM in their organization
  • ITSM implementers and trainers
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Microsoft IT Pro Camp with Robert Half Technology!

RHT and Microsoft are partnering to bring you an opportunity to learn more about System Center 2012/Windows Server 2012 from one of Microsoft’s best, Tommy Patterson!

12:30 – 1:00 Registration & Welcome (Introductions)
1:00 – 3:15

 

What’s New in Windows 8, Windows Server 2012, System Center 2012 SP1, and Windows Azure

  • Windows 2012 with Hyper-V Demo and Presentations
  • Server Manager Overview (Windows 8 RSAT, and 2012 Built-In)
  • System Center 2012 SP1 Overview
  • Windows Azure Demo

 

3:15 – 3:30

 

Break

 

3:30 – 5:00

 

Windows 2012 / Windows Azure Hands-On Labs

Raffle for Surface RT and other prizes.

**Before attending the hands-on-labs portion of the event, it is required that you download the VHD version of Server 2012 and setup a free 90-Day Windows Azure trial account.

Windows Azure Trial: http://aka.ms/mshosting

Server 2012 VHD Download: http://aka.ms/ws2012tp

 

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Change of location for the Power of Quality event

We made a last minute change in location:
Corporate Software Training
1 Copley Pkwy #400  Morrisville, NC 27560
(919) 462-0028
The event will be on the 4th floor.
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HDI Classes to the Carolinas and Digital Event

 Thursday May 16, 2013 in Raleigh, NC we will host- The Power of Quality Tour with Malcolm Fry

To truly deliver quality service, organizations need quality people with the right skills; quality processes based on best practices that align with business needs; quality technology to enable those processes; quality assurance program to inspect the processes and results; and quality metrics to measure success. This one-day workshop, presented by the renowned Malcolm Fry, is a fun, informative, and productive learning experience about the Power of Quality. Power of Quality

 Tuesday, May 21, 2013 from 8:00 a.m. – 5:30 p.m. Eastern we will host: HDI 2013 – A Digital Experience

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!
http://www.thinkhdi.com/topics/library/webinars/2013/may-21-digital-experience.aspx

Below are the upcoming area courses. Register early and receive the early bird discount – some of the classes are right around the corner. All courses can be delivered onsite and most are also offered online or virtually.

Greenville, SC

6/10 – 6/11/13 HDI Support Center Analyst

 

Charlotte, NC

7/15 – 7/16/13 HDI Support Center Analyst

7/17 – 7/19/13 HDI Support Center Manager

HDI, Virtual Classroom

4/23 – 4/24/13 HDI Support Center Analyst

4/25 – 4/25/13 HDI Customer Service Representative

5/20 – 5/20/13 Problem Management

5/20 – 5/20/13 Support Center Metrics and Measurements

6/03 – 6/04/13 HDI Desktop Support Technician

6/05 – 6/07/13 HDI Support Center Manager

If you are interested in any of these course mention chapter code TBTRI when registering.

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