March 2012 Meeting
Augmenting KCS with Proactive KM – Rick Joslin, HDI Executive Director, Certification & Training
December 2011 Meeting
Social Search is Almost Here – Phil Gerbyshak, Chief Connections Officer
October 2011 Meeting
Linking Customer and Employee Satisfaction -Donna Knapp
Transform Your Service Desk by Implementing Award-Winning Strategies -Rob Hough, Executive
August 2011 Meeting
Enabling the ITIL Precesses via Technology – Randal Locke, Sr. Advisor – North America
May 2011 Meeting
Enabling the ITIL Precesses via Technology – Randal Locke, Sr. Advisor – North America
April 2011 Meeting
Mind the Gap for Quality – Julie Mohr, BlueprintAudits.com
SLM – A Customer Perspective – Julie Mohr, BlueprintAudits.com
December 2010 Meeting
Why Your Employees Are Losing Motivation – Kirk Weisler, the IT industry’s Chief Morale Officer
July 2010 Meeting
Call Effectiveness Monitoring – Eddie Vidal of the University of Miami
Organizational Change – Mike Orth of Column Technologies
May 2010 Meeting
Recognition & Reward – Lisa Marcum of Progress Energy
September 2009 Meeting
Svc Portfolio & Catalog Mgmt – Terence Okus of TakeAway Knowledge Consulting Services, LLC
Knowledge Beyond the Service Desk – Keith Gibson of Knowledge Accelerators
March 2009 Meeting
HDI Service Quality – David Schmidt of Success Sciences
HDI Quiz – David Schmidt of Success Sciences
CA Service Management Solutions – Craig Tootle of CA
January 2009 Meeting
Unleashing the Enormous Power of Help Desk KPI’s – Jeff Rumburg of MetricNet
May 2008 Meeting – Problem Management & Focus Group Feedback
Problem Mgmt Handout
Problem Maturity Assessment
Problem Mgmt Presentation
Measure to Motivate Presentation
March 2008 Meeting
Defining Services for Service Catalog
October 2007 Meeting
ITIL v2, v3, and Business Service Management
Step by Step Guide to Building a CMDB – from Malcolm Fry Note: MS Project Required to Open
September 2007 Meeting
Presentation on Move / Add / Change
July 2007 Meeting
Presentation on Knowledge Management
July Open Forum Discussion – Scorecards / Dashboards
Sample Dashboard
Sample Team Dashboard
Sample Individual Dashboard
May 2007 Meeting
Presentation on Powering Your CTS Investment
March 2007 Meeting
Presentation on Organizational Change – Controlling Your Destiny
January 2007 Meeting
Presentation on Metrics & Incident Management
August 2006 Meeting
Presentation on Navigating the IT Job Market
June 2006 Meeting
Presentation on Asset Management
May 2006 Meeting
Presentation on Change and Release Management
