Past Meetings
Our speakers often share articles or presentation files with HDI after presenting on a topic. Links for materials presented are available via hyperlinks in the Topic section below.
| DATE | _SPEAKER | TOPIC |
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February 16, 2012 |
LifeSpan Tour | Data Security & Compliance Issues with IT Asset Disposition (Presentation) |
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January 19, 2012 |
Stacy Boyce, Director of IT Operations, Information Technology, Ent | What's Your Type |
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December 8, 2011 |
John Reed, Executive Director, Robert Half Technology | AOY / DST Awards Banquet. Presentation: "IT Hiring and Compensation Trends 2012" Click HERE for details about the event |
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November 17, 2011 |
Craig Baxter | Disaster Recovery & Business Continuity Planning |
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October 20, 2011 |
Ellis Blevins | Business Etiquette - The New Rules in a Digital Age |
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September 15, 2011 |
Chris Dancy | Customer Engagement is in the Palm of your Hand |
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August 18, 2011 |
Wil Crossley | Affecting Human Decision Making |
| May 19, 2011 | CIO Roundtable, moderated by CDI IT Solutions | |
| April 21, 2011 | Josh Raab, Long View Systems | Integration of Chat at Your Service Desk |
| March 17, 2011 | Barbara Davis, Exempla Good Samaritan Medical Center | A Framework for Excellence: Simple, Sleek, and Sublime |
| Februay 17, 2011 | Sophie Klossner, HDI Corp | How Full is Your Bucket |
| January 20, 2011 | Marrk Shell, Booth Allen Hamilton | Don't Roll the DICE with your next project - Learn the four key factors for success |
| December 9, 2010 |
John Estes, Director of Training, Technology Staffing Services, Robert Half International |
Annual Holiday Party and AOY Celebration |
| November 18, 2010 | Christopher Dean, PureShare Inc. |
Making Metrics Meaningful |
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October 21, 2010 |
Rae Garrett | Organization Culture and the Effective Service Desk |
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September 16, 2010 |
Shari Harley, author and trainer |
Managing Your Professional Reputation: What They Say When You’re Not There Details: Are you someone your colleagues and customers want to work with, or have to? Do you know? Take the guessing out of working with others. Give other departments what they want; when they want it, how they want it – and knock service levels out of the park. Improve your and your department’s reputation by finding out how you are seen by your internal customers, and everyone is a customer. Get more feedback enabling you to take control of what you put in front of others and the impressions you create. As a result, build long lasting customer relationships that outlast economic downturns, miscommunication, and conflict. |
| May 20, 2010 | Joanne Smikle, Author of Coaching, The Lost Leadership Art and Consultant |
Leading The 7 Dwarves: It's Harder Than You Think. You think Snow White ran off with a handsome prince? Not so! She got sick and tired of trying to lead those darn dwarves to peak productivity. The dissension, discord and devilment got the best of her! This insightful presentation takes the mystery out of leading even the most cantankerous characters. You'll easily identify with Snow Whites struggles to build and maintain a cohesive core of comrades able to create the fairy tale organization. You'll get techniques for creating meaningful connections between people, processes and products |
| April 15, 2010 | Greg Morrison, Program Chair for the itSMF Rocky Mountain LIG |
A Practical Perspective on ITIL and the Service Desk. (Joint meeting with itSMF Rocky Mountain LIG) An introduction to itSMF and HDI along with an overview of the Information Technology Infrastructure Library (ITIL) framework, its value propositions, and the close ties it has with Service Desk. This will be a practical perspective of ITIL with an emphasis on the relationship with Service Desk. ITIL is a set of industry "good practices" that are moving Service Providers away from traditional / legacy thinking when it comes to delivering quality services. |
| March 25, 2010 | Joe Kincaid, CH2MHILL |
Everything You Wanted To Know About Hiring, Training and Retaining Your Staff - But You Didn't Know What To Ask. Recruiting, Training, and Retention, The CH2MHILL Way. Many organizations struggle with finding the best employee to fit within their organization. Just when you thought you found the right person, the employee either leaves or you ask them to leave within 3-6 months…that is if they make it out of your training program. Over the course of the past 1.5 years, CH2MHILL has developed a process that works for their organization and they will be sharing that process. |
| February 18, 2010 | Kathy Stang, Vail Resorts Trainer |
Trust In The Workplace. Is your workplace plagued with low initiative employees, high turnover, turf wars, rumor mills, or defensiveness? If so, you may be faced with a distrustful workplace. Trust, or the lack of it, in the workplace has a direct impact on the success of an individual, team or company performance. Trust is a foundation for motivation, loyalty, and positive work environment. It is the power behind integrity and honesty. But exactly how can we build trust in the workplace and avoid losing it when it is obtained? Join us as Kathy explores how to build trust in today's workplace and pitfalls that can lead to negative behavior. |
| January 21, 2010 | Sophie Klossner, Director of Local Chapter Membership, HDI |
The Power of Community. Since the founding of our country, Americans have understood the value of being able to associate and assemble. Our founders understood and believed the concept of forming “associations” or “communities” as important to the future of our country, so much so that they wrote it into the U.S. Constitution. “ (excerpt from HDI Focus Book “The Professional Association…” written by Rich Hand.) HDI, the community for the support professional, takes on the personality of the individuals within its community. Sophie Klossner invites you to become part of that personality. Join her on the road to a powerful community that you build, that you take away from it what you put in, and what that community can give you in return for your support.
Check out the video of the event HERE courtesy of ServiceSphere! |
| December 10, 2009 | Dave Wilmer, Robert Half Technology |
Annual Analyst of the Year Awards Celebration Luncheon and Holiday Party |
| November 19, 2009 | Stephanie Collins, JumpSpark Coaching & Consulting |
How Much Joy Can You Stand? The 10 Truths to Creativity. Are you looking to fire up your creativity at work and at play? Want to ignite your professional skills, communications, and effectiveness at work? Are you someone with ENERGY and A PASSION, but you've gotten so scattered you don't know where to begin? Do you sometimes light up to the point of tingling when you think about all you want to accomplish in the life…and you’re gutsy enough to admit you need a helping hand? |
| October 15, 2009 | Diane Darling, Founder and CEO of Effective Networking |
Survival Tips for Effective Networking. Know who to ask if you have a question in the office? Want to get to know more people at HDI? Trying to figure out best ways to stay in touch with people you meet at conferences or even social connections? Networking is the fastest way to get anything done - professionally or personally. But few understand what networking really is or how to do it effectively. Join us at the October meeting to hear nationally recognized networking expert Diane Darling speak on maximizing opportunities. She will share techniques and tips that can be immediately implemented. |
| September 17, 2009 | Darren Stahl, FrontRange Solutions, IT Asset Management Specialist |
The ROI of Software Asset Management. You probably already know that Software Asset Management (SAM) is something you should be doing; after all it makes sound business sense to make sure you are utilizing assets to their full potential while also avoiding the potential risks of being out of compliance with licensing laws. But you also know that your executives aren't going to invest without a strong ROI case. Learn why SAM is so important to your organization and how to create an ROI model to prove it. |
| August 20, 2009 | Christopher Dancy, Founder and Vice President, ServiceSphere |
Social Networking and the Service Desk. LinkedIn, Facebook, Twitter, Digg, and countless other sites are changing the way our users think of not only the web, but also of support. See how organizations - big and small - are using social networking to engage their customers. Get information on the 'gottcha's' when dealing in the websphere, and be represented in the spaces your end users are spending a lot of their time. |
| June / July 2009 | No Meetings |
The Rocky Mountain Chapter of HDI Does Not Meet During the Summer Months. |
| May 21, 2009 | John Frey, Senior Sustainability Executive, HP |
Going Green - Practical Ways for IT to Make a Positive Impact. Many leaders in IT are introducing "Green" concepts into their enterprises. With increasing energy costs, complex compliance documentation requirements, and greater demand for mobile computing and communications, it is important to examine this topic to maximize the use of technology while still reducing the impact on the environment. Join us at this meeting to discuss some practical ways you can make a difference at your company. Green IT for Dummies download: www.hp.com/go/greenit4dummies.
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| April 16, 2009 | Marty Bobo, Senior Account Executive, http://www.service-now.com/ |
All Trends Lead to SaaS -- Are You Ready? Applications using the Internet as the development and delivery platform are proving to be more flexible, user friendly, cost effective and easier to manage. What is SaaS (Software as a Service), and how can your organization prepare for it? |
| March 19, 2009 | Phil Gerbyshak, Author and Relationship Geek |
Recession Proof Your Career and Life! Today there is no such thing as job security. Recession-proof your career by looking beyond the job market and start looking within yourself. Learn how to build your personal brand and uncover dozens of ideas to get connected, stay connected, and always be in the front of mind of those around you. |
| February 19, 2009 | Susan Cheedle, District President for Robert Half Technology |
Business Etiquette, and Mistakes in an Uncertain Economy. What does it mean to have great business manners? In this session we will cover: - What is Business Etiquette? Note: RHT was not able to share the full presentation to post on our website. If you would like a hard copy of the handout for 30 Mistakes Managers Make, please contact Ellis Blevins at RHT (ellis.blevins@rht.com). |
| January 15, 2009 | Eric Lance, Numara Software |
The Importance of Change management In today's chaotic IT environments we are forced not only to support end-user productivity, but implement multiple configurations to allow the business to function. The Service Desk can not function without structure - but who has time to evaluate it all? The Service Desk is more critical than ever to implement a firm Change Management approach to ensure that business is delivered on time, without interruption, and allows IT to plan for the future! |
| December 10, 2008 | Angela Libby Jankousky, Turning Point Presentations | The 2008 Analyst of the Year was Announced. George Kobar, Operations Services Specialist for CE-Staples was awarded the award at a luncheon held at the Great Northern Tavern. Congratulations George! |
| November 20, 2008 | Chris Dancy, Founder, ServiceSphere | A 12 Step program for your staff when supporting your users becomes a codependent nightmare. Chris will lead us through the process to see how quickly organizations can go from taking calls, to obeying demands, and how this disturbing trend can be set straight! A "codependent" is one side of a relationship between mutually needy people. To help "fix" the support function in organizations, band aids like, ITIL, Six Sigma, new staff or even new software are often deployed. This usually leads to more confusion and frustration on the part of the support staff and customers. During this topic we will look at the 12 signs of trouble, for instance, "Do as we say, Not as we do", "Death By Metrics" and "Category Other"! Finally we will reveal the 12 signs of enlightenment. Of course the first step is to admit that we might have a problem. |
| October 16, 2008 | Bill Irvine, Front Range Solutions, Portfolio Archtitect | ITIL... WIIFY (What's In it For You) WIIFY and your organization with ITIL, ie what are some of the benefits and ROI that your organization could realize. Field case studies of what benefits and ROI other organizations have seen by implementing ITIL. Look at the governance aspect of doing ITIL, and what it means to govern horizontal processes and services vs. the traditional vertical IT silos. |
| September 18, 2008 | Bob Gills, Bomgar, Regional Manager | Virtualization of Support and How Mobile Users Are Changing Support Rapidly changing technologies (desktops, laptops, hand-held devices), coupled with an increase in the sophistication of these devices and the increasing mobility of the end user have caused many organizations to re-examine how they are providing support. During this session, we?ll examine how support organizations are evolving to use their scarce resources in a more effective manner while also increasing the quality of service. |
| August 21, 2008 | Ken Axt, FrontRange Solutions | Transforming IT Into a Strategic PowerhouseStrategic corporate initiatives including Sarbanes Oxley, ISO, ITIL, and COBIT are reshaping companies today and creating new challenges for IT. This evolution has also created an opportunity for IT to be repositioned within the business as an agent for change and a strategic enabler. This presentation will examine the current challenges and opportunities for IT, present insights on current and future priorities from IT executives, and detail the Unified Service Desk model for consolidating asset and service management. This model will include a checklist of “must have” capabilities for strategic Service Desk software applications. |
| May 15, 2008 | Lynn Osborn, Pinnacle Technologies | How to Teach Your Staff NOT to Communicate If there is a job more unsung than working on a typical helpdesk, it may be the job of training helpdesk people. Many people think that problem solving skills and people handling skills are two completely different things, and that nobody can be good at both. You will learn why that is untrue. Lynn will be talking about the three largest challenges the sees facing Helpdesk and QA managers and his suggestions for addressing them. He will also discuss how ITIL is changing the role of the Helpdesk in companies of all sizes and industries. |
| April 16, 2008 | Kirk Weisler, Chief Morale Officer of HDI | Holy Cookie Thief Batman! Culture Best Practices for Ownership and Away from Blame. Back by popular demand! This SUPER fun, SUPER FRIENDS session with Kirk, the “Captain of Creating Cool Culture” is focused on helping us to help ourselves and others to avoid the blame game, inspire greater levels of personal accountability, and take ourselves and our cultures from half-baked to hot-out-of-the-oven with leadership that is ready to inspire and READY TO SERVE!! Meeting co-sponsored with the Colorado Springs Chapter of HDI. |
| March 20, 2008 | Kathy Stang, Vail Resorts Training Department | What's Your Carrot? Motivating Across Generations. As leaders, peers, and parents we coach and motivate others every day. This workshop identifies the components of motivation while exploring cross-generational issues in the workplace. Study the primary motivators and de-motivators of individuals at work from a range of perspectives. Discover the stages and eras that comprise commonly held generational values and beliefs. |
| February 21, 2008 | Richard Hand, Executive Director of Membership of HDI Global | Customer Service Satisfaction Index. Join us as Rich Hand discusses the results of the 2007 HDI 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 meeting. The agenda will include:
· Stereo Types vs. Reality
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| January 17, 2008 | Steve Murtagh, Manager of Performance Management Practices for Intervox Group | Total Performance Management. Performance management is much more than the publication of detailed statistics and measurements. Without the context of clear business objectives, metrics can be irrelevant or worse, misleading. Without well designed reports that are meaningful to non-support executives, the best of call centers may be struggling in vain to get the political and financial support they require. Finally, companies often fail to realize the long term strategic benefits their call center is capable of providing because of incomplete or poorly designed performance measurement systems. In this session, attendees will learn the three components of effective performance management, explore ways of implementing them within the call center environment, and review some real-life examples. Learn how to take the first steps in moving your call center from performance measurement to Total Performance Management. |
| December 13, 2007 | Annual Holiday Luncheon and Analyst of the Year Award. No speaker. | The 2007 Analyst of the Year was Announced. Walter Ryan, Helpdesk Analyst for AgInfoLink was awarded the award at a luncheon held at the Denver Aquarium. Congratulations, Walter. |
| November 15, 2007 | Robin Finegan, Program Co-Director for Fraud Prevention, Denver District Attorney's Office | Identity Theft: Are You At Risk? Do you carry a purse or wallet? Do you pay your bills with checks and put them in your mailbox or a blue postal box? Is your Social Security number in your wallet? Do you receive numerous credit card solicitations in the mail? Do you use a cross-cut shredder? Come to this program and learn how these and other lifestyle habits increase your risk for identity theft - the fastest growing economic crime in Colorado. This program, presented by the Denver District Attorney's Economic Crime Unit, uses a lifestyle habits quiz to test your risk. You'll learn what you can do to reduce your risk, your rights under State and Federal laws, as well as what steps to take if your identity is stolen. Over 10,000 Denver-area consumers have reduced their risk by attending this program. You will be amazed at what you will learn. |
| October 18, 2007 | Marcia Pessemier,Limelight Presentations | Overcoming Overwhelm: If I feel Confident and Competent, Why Am I Still So Overwhelmed? Stressed Out and Don't Have Time to Make This Meeting? Then you NEED to come to the October Meeting! Does the pace or stress of your job or daily life make you feel like you never have time to come up for air? That there's no light at the end of that never-ending tunnel? Although Marcia has over 20 years as a seasoned entrepreneur, she almost went down with the ship a number of times. She was tossed around by corporate mergers. She almost drowned during a difficult divorce. And, she was flooded with fear while fighting ovarian cancer. Marcia has had her share of problems, but she has found “A secret to staying afloat.” Through sharing her experiences, she will share her methodology of how to overcome that feeling of being overwhelmed regardless of circumstance with a three step process: Organize, Prioritize, and Strategize. |
| September 20, 2007 | Larry Baldwin,Results by Design President, | Providing Excellent Customer Service. To help our members kick off National Customer Service Week (October 1 -7, 2007), Larry will provide an overview of a four-step formula for providing quality service and support to end-users or customers. The presentation will address topics such as how to "send" a positive attitude to your customers, how to identify client needs and expectations - and then meet them, and how to make sure the customer would "choose" to use your service again if they had the choice. |
| August 16, 2007 | Katherine Spencer Lee, Executive Director , Robert Half Technology | Succession Planning - How to Train Your Staff to Replace You. With Baby Boomers retiring, what is the plan for your Help Desk? Help Desk agents are often promoted due to technical proficiency, yet these agents often lack people management skills. How do you prepare someone for a future management career? Katherine will cover topics such as management development training, important soft skills which are often overlooked in favor of hard tech skills, assessment modeling exercises, succession planning, identifying staff members most suitable for future management positions, younger managers (Gen Y) working with more experienced staff members, and more. |
| June 21, 2007 | Kevin J. Smith, Vice President, Products - FrontRange Solutions | The Next Generation Service Desk Solution - Upgrading the "Help Desk" to a "Service Desk. With issues like "Corporate Governance", "IT Best Practices", "ITIL", "SOX", "Improved Efficiency of Services Delivered", and "Alignment of IT within the Business" - today's Help Desks are being tasked with more roles than ever. How do they leverage new technologies to evolve the Help Desk into a true Service Desk? This meeting was held in conjunction with our sister chapter from Colorado Springs. |
| May 17, 2007 | doshin M.J. Nelson, Founder of Integral Zen and Co-Founder of The Poetry of Dying Project | "Zen and the Art of Mastering Changing Roles!" Participants explored non-traditional methods to help themselves and their staff more skillfully adapt to changing roles brought on by budget cuts, mergers, department consolidations, or just changes in daily operations to improve efficiencies. doshin M.J. Nelson provided the audience with a very interactive presentation on: What Zen is; The Four Nobel Truths about Business: 1. There is stress, 2. The cause of stress is often ignored, 3. There must be a way to end stress, and 4. No one seems to know how to end all this stress - what is the way out of stress?; The Eight Fold Path to Enlightenment; and an exercise on shifting one's perspective. |
| April 19, 2007 | Jeffrey Brooks, Senior Manager of Support Services for Peak 10 | "Nike® Is Just Plain Wrong!" Delegate for Efficiency. Think back to those Nike® commercials happily telling us to "Just Do It!" The problem for many managers, supervisors, and leads is that they want to be a "Mr. Fix It." Even with support staff around, today's leaders still chose to do all the work. Perhaps you are guilty of saying, "If I want it done right, I'll do it myself!" The end result of not delegating is one or more of the following: Very stressed, Working too much, Complaining about "not enough time in the day," Always late with assignments or to meetings. |
| March 15, 2007 | John Estes, Vice President, Robert Half Technology | Staffing for Success: IT Hiring Trends for 2007. Robert Half International is a leader in the IT Staffing Industry. John will discuss current trends in the IT world and how to staff your Help Desk for success. |
| February 22, 2007 | Rick Kilton, President, RWK Enterprises, Inc. | The Art of Service Level and Operating Level Agreements. SLAs and OLAs are critical in today's business. How do you write one? How do you maintain a high level of support and service? Rick will take a general look at how to start and build effective SLAs and OLAs. |
| July 20, 2006 | Peggy Libbey, President and COO, Help Desk Institute | The Sarbanes Oxley Act. Is it working? What is it costing organizations? Are there any benefits? This presentation is a reflection and analysis from an IT point of view two years after the Act went into effect as the SEC announces the next steps for SOX compliance. There do not seem to be any clear cut answers, but opinions abound. |
| June 15, 2006 | Lisa Curtis, Director of Consumer Services, Denver District Attorney's Office | Identity Theft: Are You At Risk? Do you carry a purse? Do you pay your bills with checks and put them in your mailbox or a blue postal box? Is your Social Security number in your wallet? Do you receive numerous credit card solicitations in the mail? Do you use a cross-cut shredder? During this program, you will learn how these and other lifestyle habits increase your risk for identity theft. |
| May 16, 2006 | Pete McGarahan, Founder and President, McGarahan & Associates | Achieve Strategic Leadership Thinking. Achieving Strategic Leadership Thinking requires time. It also depends on your ability to empower your team to manage the day-to-day operations. As you shift your focus from managerial tasks to creating your aligned support strategy for delivery valued services, you must enlist the support and buy-in of key stakeholders. You will learn first to make the time, make the plan, and lead the execution of a continuous improvement roadmap. |
| April 20, 2006 | Judy Benda, Chief Learning Office with PCHowTo; Marc Caltabiano, Senior Director of Product Management with Knova Software; TBD with Remedy | Knowledge Management Vendor Presentations |
| March 16, 2006 | Kirk Weisler, Chief Morale Officer, Help Desk Institute | Inspirational Leadership: Are You a Pooper or a Scooper? |
| February 16, 2006 | Amy May Everett, President, Amtech Marketing, Inc. | The Art and Science of Performance Management: Your Blueprint for Success. |
| January 19, 2006 | Roundtable on 2006 Planning | |
| December 15, 2005 | Holiday Lunch and Helpdesk Analyst of the Year Award | |
| November 17, 2005 | Telephone Imagery: Building Your Company Image and Making the Right Connection | |
| October 20, 2005 | Creating a Great Customer Service Organization | |
| September 15, 2005 | Customer Service Week | |
| June 16, 2005 | Balanced Scorecard | |
| May 5, 2005 | Value of HDI Networking | |
| April 21, 2005 | Metrics Roundtable | |
| March 23, 2005 | The Art & Science of Survey Design | |
| February 17, 2005 | The Future of the Support Industry and New at HDI | |
| January 20, 2005 | HDI Best Practices Survey Analysis | |
| December 16, 2004 | Managing Distress | |
| November 18, 2004 | Roundtable Discussion | |
| October 21, 2004 | Strategic Management | |
| September 16, 2004 | System Development Cycle, Change Management Cycles | |
| August 19, 2004 | Guide to Mapping Out Helpdesk Processes | |
| July 15, 2004 | Helpdesk Trends for 2004-2005 | |
| June 17, 2004 | Service Metrics Roundtable | |
| May 20, 2004 | ITIL Service Level Management | |
| April 15, 2004 | Employee Retention in a Changing Market | |
| March 18, 2004 | Remote PC Diagnostics and Repair Tools | |
| February 19, 2004 | Service Roundtable - Hot Topics | |
| January 15, 2004 | ITIL Best Practices in Support Services and Delivery | |
| December 18, 2003 | Kirk Weisler | Helpdesk Leadership |
| November 20, 2003 | Emotional Intelligence (EQ) | |
| October 16, 2003 | Knowledge Centered Support | |
| September 18, 2003 | Kick Off Customer Service Week | |
| August 12, 2003 | Best Practices for Service Level Management | |
| July 17, 2003 | ITIL Overview |
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