WHO WE AREWelcome to the Los Angeles Chapter of HDI,the world’s largest membership association for the service and support industry. Our membership is comprised of helpdesk staff,consultants,technicians,managers,vendors and others who are active in the help desk,customer support and customer service fields. If you are involved with IT Support in the Los Angeles area,you are in the right place! As a part of the world’s largest association of service and support professionals,our purpose is to provide a local forum for members and guests to learn,share,and network with others. Take some time to browse through our web site,attend chapter meetings where industry experts provide insight on best practices,and be prepared for the quality,professional relationships that you will build. | | DATE: | Thursday,February 2,2012 | | TIME: | 1:00 PM –4:00 PM | | LOCATION: | | | | TOPIC: | HDI Live Roundtable | | SPEAKER: | HDI | | SPONSOR: | SERENA |
You are unique. Your business dilemmas are not. Attend a free HDI Forum Live Roundtable and see how networking with your peers can help you arrive at solutions. HDI Forums provide a unique opportunity for leaders in the service and support industry to meet face-to-face and discuss similar challenges. This one-of-a-kind venue brings you together with an elite group of like-minded professionals who will understand your business and give informed input you can really use. Participatants in HDI Forums: - Resolve industry-specific issues;
- Hear case studies and lessons learned;
- Share benchmarking ideas;
- Strategize for service improvement;and
- Validate IT support processes.
This HDI Live Roundtable is designed to help you learn the value of HDI Forums,while also connecting and exchanging ideas with your peers. Hear firsthand how current Forum members have benefitted from participation in these exclusive,senior-level groups. Date: Thursday,February 2,2012
Time: 1:00 − 4:00 p.m. PST
Location: Hotel Maya,Long Beach,CA
Register: Register online or by calling 800.248.5667 This event is complimentary,but registration is required. Light refreshments will be served. Questions? Call the HDI Customer Care Center at 800.248.5667 or contact your HDI account manager | DATE: | Thursday,January 12,2012 | | TIME: | 11:30 AM –1:30 PM | | LOCATION: | BT
2160 Grand Ave
El Segundo,CA 90245 | |
| | | TOPIC: | Caring For Our Own | | SPEAKER: | Mary Cruse | | SPONSOR: | Sponsorship Available |
Do we do less because a customer is “just an employee”? Of course not. The IT infrastructure is critical to the business,and successful support is critical. This session will cover the link between IT support and the customer experience,the development of a culture that supports a positive customer experience,and the creation of a business plan that supports your efforts with the executive team.
About our speaker: Mary Cruse Passionate about customer service,Mary Cruse has led teams for Fortune 500 companies for more than 25 years,in the airline,healthcare and health club industries. She has extensive experience in leading both technical and non-technical customer service centers,with an expertise in software implementation and deployment,call center design and technology,workflow definitions and design,metrics,and SLA design and implementation. Mary carries the HDI certifications of Help Desk Analyst,Help Desk Manager and Certified Training Instructor as well as the CIAC Call Center Operations Manager Certification. She is Member Emeritus of both the Global Member Advisory Board and Strategic Advisory Board of HDI.  Advisor
Analyst of the Year &Desktop Technician of the Year HDI Los Angeles and HDI Orange County are joining forces for this year’s combined Analyst of the Year and Desktop Technician of the Year awards. This gala event will take place at the fabulous Hotel Maya in Long Beach and will feature the announcement of this year’s winners for both chapters. - Evening event –Tapas reception &No-Host Bar
- Award presentations and door prizes
WHEN: Thursday December 8,7:00pm –10:00pm WHERE: Maya Hotel,Long Beach Click here to REGISTER NOW!
SUBMIT YOUR NOMINEES:Deadline is Friday November 4 You know who the stars on your team are. Let them know! Nominating your top performers for Analyst of the Year and Desktop Support Technician of the Year is an easy way to recognize them for their achievements and let them know how much you appreciate their efforts. ANALYST OF THE YEAR  Is there a support analyst on your team who demonstrates superior commitment,dedication,and service to your customers?
Here’s your chance to earn them some recognition! HDI Orange County is pleased to announce the 2011 HDI Analyst of the Year Award. This award recognizes a local analyst who exemplifies the best qualities among support practitioners. The award is intended for front-line analysts who provide initial contact support via phone,email,web,and/or chat. The ideal candidate should be well rounded in areas such as technical aptitude,team orientation,leadership,customer service and people skills,and positive attitude. Nominations may be made by analysts,managers,peers,customers or support personnel. Guidelines and criteria for the Analyst of the Year Award
DESKTOP SUPPORT TECHNICIAN OF THE YEAR  Is there a Desktop Support Technician on your team who demonstrates superior commitment,dedication,and service to your customers?
Here’s your chance to earn them some recognition! HDI Orange County is pleased to announce the new HDI Desktop Support Technician of the Year Award. This award will recognize technicians that exemplify the best of the best in the industry! This award is intended for the support professional who responds to incidents escalated by the service desk that are related to customer equipment. They are the “face of support” as they generally provide face-to-face dealings with clients and customers. The ideal technician will be well rounded in technical aptitude,team orientation,leadership,customer service,people skills,and positive attitude. They should recognize and demonstrate the importance of the sharing of knowledge with their co-workers to develop problem solving techniques that can be utilized by all team members. Nominations may be made by managers,peers,customers or support personnel. Guidelines and criteria for the Desktop Technician of the Year Award | DATE: | Thursday,November 10,2011 | | TIME: | 11:30 AM –1:30 PM | | LOCATION: | BT
2160 Grand Ave
El Segundo,CA 90245 | |
| | | TOPIC: | Business Continuity Management | | SPEAKER: | Jonathan Bronson,Protiviti,West Region BCM Director | | SPONSOR: | Sponsorship Available |
Business Continuity Management –The effectiveness of Business Continuity Management (BCM) programs varies across organizations. The presentation will focus on the core components that make up an effective BCM program,and the roles that are often played by service management professionals throughout the process. Register NOW! 
About our speaker:Jonathan Bronson Jon is a Director in Protiviti’s Los Angeles risk consulting practice. He is a key management resource in executing business continuity management (BCM),IT governance and IT internal audit engagements. Jon is the leader of Protiviti’s West Region BCM solution area and has provided BCM and risk management advisory assistance to over 60 organizations throughout the region. He is a Certified Business Continuity Professional (CBCP) as well as a Certified Information Systems Auditor (CISA). Jon has over 14 years of large-scale project management experience complemented by an Engineering Master’s degree from the University of Southern California. | DATE: | Thursday,October 13,2011 | | TIME: | 11:30 AM –1:30 PM | | LOCATION: | BT
2160 Grand Ave
El Segundo,CA 90245 | |
| | | TOPIC: | Distinction between Judgement &Perception:Understanding Communication Styles can Improve Your Team’s Performance. | | SPEAKER: | Kaya Redford,Founder,CEO/President of T.E.A.M UP FOR LIFE | | SPONSOR: | Sponsorship Available |
“Distinction between Judgement &Perception:Understanding Communication Styles can Improve Your Team’s Performance.” There are many factors that play an integral role in providing excellent customer service and being an effective leader. One important factor is communication. Exploring the research conducted by Dr. William Moulton Marston we will discuss the four primary personality types and communication styles. We’ll then discuss how to use this knowledge to more efficiently communicate and connect with our employees and customers. Have you ever considered that you may like to communicate in one way and possibly be communicated with in a completely different way? What are your preferred styles of communication? How many communication styles are there? Based on the research of Dr. William Moulton Marston,only FOUR! - We will start the discussion learning the distinction between judgment and perception – How each plays a role in our ability to be a more effective leader and employees’ability to better connect with customers.
- We will learn the 4 primary communication styles based on the research of psychologist Dr. William Moulton Marston and the application of this knowledge in all areas of life.
Our discussion will help you to better understand and appreciate the styles of the people you work with. You can expect to learn knowledge that will help you: • Build a more productive team culture. • Improve customer service and speed. • Ease frustrations and interpersonal conflict. • Enhance communication. • Improve personal diversity awareness and recognition. • Promote appreciation of differences within your team. About our Speaker: AWARD WINNING DIRECTOR “HOMELESS IN AMERICA” (Documentary) 
KAYA REDFORD FOUNDER,CEO/PRESIDENT T.E.A.M UP FOR LIFE NLP SALES &LEADERSHIP MASTERY www.TEAMUPFORLIFE.com KAYA REDFORD IS AN EXCEPTIONAL INSPIRATIONAL SPEAKER WITH PASSION AND HEART…. Kaya’s program, LEAP NOW –Sales and Leadership Mastery increases your income by 30% or more within 30 days! He also has an accreditation program in NLP Certification. Kaya has successfully coached several Fortune 500 companies such as New York Life,Bank of America,Century 21,Keller Williams and ACN as well as non-profit work with the Homeless and City of Hope. He is also taking his talents Global….. He is now coaching numerous China companies and large corporations. He is also teaching NLP Leadership in their schools and universities. Kaya Redford is a Certified Master NLP Practitioner both in Neuro-Linguistic Programming (NLP) and Supreme Influence from the American Board of Neuro-Linguistic Programming (ABNLP) and the American Board of Hypnotherapy (ABH). MASTER NLP CORPORATE TRAINER * EXECUTIVE LIFE COACH * PRIVATE SESSIONSDirect 626.329.8001 Office 310.871.6191 HDI Los Angeles,HDI Orange County and itSMF Greater Los Angeles proudly present  Moderated by Bill Keyworth 
CIO Panel: Come join this esteemed panel as they discuss current trends in IT Service and where they see the IT Service industry headed at the end of the decade. Pre-registration for HDI or itSMF Members:$20 Non-members or pay at the door:$30 Full breakfast included. WHEN: Thursday September 22,7:30am – 10:00am WHERE: Renaissance Long Beach Hotel ( VENUE CHANGE!) 111 East Ocean Blvd. Long Beach,CA 90802 Sponsored by: 
Presented By: 
| DATE: | Wednesday,August 24,2011 | | TIME: | 5:30 PM –7:30 PM | | LOCATION: | Amore Vino
1441 Marcelina Ave
Torrance,CA 90501 | |
| | | TOPIC: | HDI LA IT Social Mixer | | SPEAKER: | N/A | | SPONSOR: | HDI LA |
Come out August 24th to meet fellow HDI members and IT professionals at the Amore Vino wine bar in Torrance. HDI Los Angeles will be providing hors d’oeuvres and Amore Vino will be offering a cash bar with various wines and beers. This will be a great opportunity to network in a casual environment and discuss the latest topics in IT Service Management,Cloud Computing,ITIL,Green IT,Mobile Computing and more. The HDI Los Angeles Board looks forward to seeing you there! HDI Los Angeles | DATE: | Thursday,July 14,2011 | | TIME: | 11:30 AM –1:30 PM | | LOCATION: | BT
2160 Grand Ave
El Segundo,CA 90245 | |
| | | TOPIC: | Talent Dynamics:Are your teams in FLOW? | | SPEAKER: | Brenda Anderson | | SPONSOR: | Sponsorship Available |
Are your teams in FLOW? What is the level of trust between team members and leaders? Are innovation,productivity and profits up or stagnant? These are questions being asked in today’s workplace as companies are challenged to do more with less and leaders look for ways to engage and re-engage their teams. Getting members of a team into flow is just the starting point. Once team members understand their own,and others’,strengths and weaknesses,the team dynamic develops levels of trust,understanding and job satisfaction that are the basis for stratospheric team performance. There are many assessments such as Myers-Briggs, Strength Finders,DISC and others that identify individual personality types,preferred ways of being and strengths. These tools have been great standards to build knowledge and some understanding of how individuals may show up at any given time. What if in addition to this understanding,this knowledge was integrated into a strategy designed to create flow. The Talent Dynamics premise is simple:everyone has a fundamental right to understand how they can increase trust and flow at work. Individuals,teams and enterprises will only perform to their maximum when they understand flow and how to use it. Being in flow means you are performing the role you are naturally-suited to and enabling flow for others:you are able to leverage effectively and start breaking through the performance barrier. Trust,communication and performance accelerate and your team becomes a joy to work in. In this workshop you will be introduced to the following: - The 8 profiles in the Talent Dynamics model - Overview of how each profile interacts with the others - How to identify and better utilize the unseen/unheard leaders in your teams The workplace has changed dramatically during the last 5 years with restructurings,retrenchments and outsourcing. As companies start to ramp back up they are now faced with an influx of new talent and the exodus of the baby-boomers. This will present a new challenge of how to maintain stability and at the same time create high performing teams that work at their highest potential quickly and effectively. Join us to learn how to get your teams in flow and increase trust in this interactive,fun workshop. About our speaker: Brenda Anderson  As an award winning manager,consultant and customer service subject matter expert with 24 years of experience ,Brenda Anderson is an agent for change. While working in the call center and customer service discipline,she recognized a common theme developing. Teams were being created that started out as highly productive and efficient. In most cases they were being led by a very charismatic,creative personality with lots of ideas,yet few plans or strategies for sustainability once the ideas were implemented. What began to be revealed was those teams that had a quiet,focused,systematic person working in the background putting the checks and balances in place,were the most successful. This individual may not have been recognized as being the leader at anytime,yet without them the company or project surely would have failed. Brenda has invested the last 4 years learning about team dynamics and how to better involve all members of teams so that each member is playing in the best position at the right time. She has aligned with Talent Dynamics,a UK based productivity consulting company as one of the first US Flow and Productivity Consultants. | DATE: | Thursday,June 16,2011 | | TIME: | 11:30 AM –1:30 PM | | LOCATION: | BT
2160 Grand Ave
El Segundo,CA 90245 | |
| | | TOPIC: | Cloud Computing and Self Service Service Management are they the way ahead? | | SPEAKER: | Malcom Fry | | SPONSOR: |  |
Being a typical Englishman when the word ‘cloud’ is used I immediately think of;rain,cold,chilly,damp,windscreen wipers,grey and feeling down,all of which are solved with a cup of tea. So what was my first thought when I heard the expression ‘Cloud Computing’ for the first time? Yup,what will happen when ‘Cloud Computing’ fails and starts to rain? Who will be holding the umbrella? Who will be making the tea? As John Fogerty sings: Someone told me long time ago There’s a calm before the storm I know. And it’s been coming for some time When it’s over so they say It’ll bring a sunny day I know,shining down like water I wanna know,have you ever seen the rain? I wanna know,have you ever seen the rain? Coming down on a sunny day Also Cloud Computing users are adept at Self Service so why don’t we allow them to have Self Service Service Management (S³M)? After all more and more business services are now delivering their services direct to their customers,e.g. on-line bookings,on-line shopping and on-line tax returns. If our customers can successfully use these technologies in their everyday life why can’t we apply Self Service Service Management facilities for our business customers? Why can’t they manage their own changes and service levels etc? The answer is that they can but only if we change our minds sets and figure out how we can provide FEFO (Front End of the Front Office) Service to our customers. Most of us have the tools and technologies but what we lack is the logic and reasoning as to why we should adopt FEFO for our customers. In this presentation we will explore the whys and wherefores of S³M and how to apply it within an Organization. In this event we will explore the world of Cloud Computing and look at its effect on Service Management focusing in particular the involvement of the Service Desk. To do this we will first overview Cloud Computing using the National Institute of Standards and Technology (NIST) definitions of;essential characteristics,deployment models and service models just to get us all onto the same page. Then we will explore how Cloud Computing can affect Service Management and why we can benefit from using Cloud based tools with ITSM. Then we will delve into FEFO and why it is essential that we look at empowering or customers to manage their own services by using an S³M philosophy. Cloud Computing is the beginning of the deregulation of IT and we know from the deregulation of the power industry and the open skies policy for air travel how deregulation can be a catalyst for massive change. Suddenly air fares have become affordable and I can now choose where to purchase my electricity. This is the effect of deregulation;cheaper prices,ability to choose and control over my suppliers. Is this how Cloud Computing will affect IT? Let’s discuss it and find out! About our Speaker: Malcolm Fry As a recognized IT industry luminary with over 40 years experience in Information Technology,Malcolm Fry serves as an Independent Executive Advisor,and brings an unparalleled breadth of knowledge and experience in IT business and technical issues. Malcolm is the author of many publications on IT service and support,has had numerous articles and papers published,and is regularly contacted as a source of information by technology journalists. Among his latest publications are ‘A Step-by-Step Guide to Building a CMDB’ and the ITIL complementary book ‘How to Build a Service Management Department’Malcolm’s newest publication is ‘ITIL Lite a Road Map to Partial or Full ITIL Implementation’.. Malcolm was also a member of the v3 Advisory Group and a mentor for the ‘Service Operations’book. In April 2009 he was awarded the prestigious ‘Ron Muns Lifetime Achievement Award for IT Service and Support.’ Click Here To Register for this Event | DATE: | Thursday,May 12,2011 | | TIME: | 11:30 AM –1:30 PM | | LOCATION: | BT
2160 Grand Ave
El Segundo,CA 90245 | |
| | | TOPIC: | Benefiting from a Quality Problem Management Program | | SPEAKER: | Peter McGarahan,Founder and President of McGarahan &Associates | | SPONSOR: | Sponsorship Available |
It can have immediate benefits throughout the service and support organization,yet many organizations still struggle with creating / maintaining an effective Problem Management process and group. Pete’s presentation will cover: - The discipline of creating relevant taxonomy (incident typing / grouping)
- Formal and preferred Root Cause Analysis methodologies
- Integrating Problem / Change management to execute the recommendation / long-term solution.
- Continuous measuring / reporting / marketing of the ‘actual’ eliminated calls
All service and support professionals have a very important role to play in the Incident,Problem and Change management processes as it relates to the quality of the program / results. They must be fully aware / engaged in working proactively / collaboratively to operationalize call and problem elimination. It’s all important –from the logging of an incident to the quality ticket documentation,through the data extraction,analysis,‘matching’ ,trending,root cause identification and eventual recommendation / execution of the longer-term solution aimed at eliminating the root cause / problem. Please join Pete as he discussed how to get Problem Management momentum at your organization. Pete will share his recent experiences and best practices for getting results and realizing the benefits of institutionalizing a Problem Management process within your service organization. Peter J. McGarahan is the founder and president of McGarahan &Associates. Peter offers 27 years of IT and Business experience in optimizing and aligning the service and support organizations of the Fortune 1000 to deliver value against business objectives. His thought leadership has influenced the maturity and image of the service and support industry. His passion for customer service led the Taco Bell support organization to achieve the Help Desk Institute Team Excellence Award in 1995. IT Support News named him one of the “Top 25 Professionals in the Service and Support Industry” in 1999. Support professionals voted McGarahan “The Legend of the Year” in 2002 and again in 2004 at the Help Desk Professionals conference for his endless energy,mentoring and leadership coaching. As a practitioner,product manager and support industry analyst and expert,McGarahan has left his service signature on the support industry / community. | 2008 –2010 Gold Circle Of Excellence AwardHDI Los Angeles was honored with a Gold-level Circle of Excellence award three years in a row (2008 - 2010). This award is based on accomplishments throughout the year made by our chapter and its members,including such things as meeting programs,special events,member participation,chapter growth and a multitude of other criteria. |
