President's Message...
with Laurie Lukken
April showers bring May flowers is a saying we've all heard, but have you ever stopped to think about what it really means? To be honest, I hadn't until I needed to write this article. As I delved into it, I discovered that April marks the beginning of the planting (sowing) season for many crops and flowers. The rains of April are crucial for these seeds to sprout in May, bringing sustenance and beauty to our world. Sowing crop seeds is vital for our physical wellbeing, and sowing flower seeds can greatly benefit our mental wellbeing. But what about our professional wellbeing? That's where knowledge comes in.
I came across the idiom sowing the seeds of knowledge, which means to initiate or establish the foundation for learning and understanding, or to create a situation where knowledge and growth are likely to occur. This made me think of how HDI nurtures those seeds of knowledge. Each local chapter creates the ideal environment for learning, growth, and development through events and open networking. On a national level, HDI provides this through their annual conferences in May and November, as well as formal training and certification courses. Attending these events helps plant those seeds of knowledge, and the networking that happens during the events is like the rain that makes those seeds sprout.
I encourage each of you to take advantage of these wonderful opportunities to sow the seeds of learning, growth, and understanding by attending a local event and/or a national conference, and when you do, you can then revel in the rains of networking and see yourself sprout into the person you want to be.
Bytes and Banter - Latest Episodes Released!
In our latest episodes of Bytes and Banter, we dive into the evolving world of tech talent and the power of human connection in the digital age.
In Episode 17, George Clauser, AVP & Branch Director at Robert Half, unpacks key insights from The Demand for Skilled Talent report. He discusses the growing need for data engineering, the impact of AI, and the emerging role of prompt engineers. George also highlights how addressing tech debt and upskilling teams can help organizations stay competitive in a fast-moving tech landscape. This episode is packed with practical takeaways for leaders navigating change.
In Episode 18, The Most Underrated Skill in Tech? Being Human, Jo McRell—author of Making Work Work for You and an innovative employee experience strategist—shares why empathy, communication, and emotional intelligence are essential in today’s tech world. Drawing from her work in leadership and organizational development, Jo offers a compelling reminder that “being human” is more than a soft skill—it’s a core competency for thriving in tech.
Look for #BytesAndBanter on Apple Podcasts, Spotify and YouTube, or your favorite podcast player. Subscribe and stay updated with our latest episodes, where we delve into diverse topics and hear wonderful stories.
How Applying Relevant & Accurate Data Improves Performance in Auto Racing and ITSM
Presented in Cooperation with HDI's Central Florida Chapter
Ever thought about how similar Auto Racing and IT Service Management are? Both thrive in fast-paced environments, deal with constant changes, require agility, and rely heavily on analyzing data to drive continuous improvement and optimize performance.
We are excited to partner with our Central Florida chapter to bring you a special virtual meeting on April 3rd featuring professional race car driver Robert Megennis.
Robert will share insights on how the use of relevant and accurate data enhances performance in auto racing. Following his presentation, we will explore the parallels of utilizing data in IT Service Management.
Robert Megennis, Managing Director of Megennis Motorsport
Robert has an impressive 35+ podium finishes as a professional race car driver, racing for Andretti Autosport, Turner Motorsport BMW and Vasser Sullivan Lexus. Off the track, he is a highly-acclaimed speaker on racing, data analysis, teamwork and commitment working with technology executives and executive teams.
He is also a volunteer Ambassador for Project Sunshine, a non-profit organization dedicated to delivering the healing power of play to children with medical needs.
Date: April 3. 2025
Time: 12:00 - 1:00 PM CT
Location: Virtual!
Cost: Free!
Register Here!
We're Back!!
NYC, we are back! HDI NYC Metro is excited to welcome you to our first event on April 9th.
This will be a great time where you can meet the new board and other potential members. We plan on announcing our first topic based session so don't miss out!! Oh, and there will be refreshments.
Registration begins at 5:30. Tell the front desk you are there for an event @ Fortinet and they will guide you. Sign up through the link to be included on the event roster @ the front desk.
hdinycmetro@gmail.com for any questions.
Date: April 9, 2025
Time: 5:30-8:00 PM ET
Location: 1 Pennsylvania Plaza # 1932, New York, NY 10119
Cost: Free!
Register Here!
Resume Writing and Interview Workshop
Join us for an engaging Resume Writing and Interviewing Discussion designed to help you stand out in your job search. Industry professionals and career experts will share valuable insights on crafting compelling resumes, tailoring applications for different roles, and mastering interview techniques. Attendees will have the opportunity to ask questions, gain practical tips, and learn how to confidently present their skills and experiences. Whether you’re a recent graduate, career changer, or seasoned professional, this event will provide the tools and knowledge you need to succeed in today’s competitive job market.
Date: April 16, 2025
Time: 2:00 PM - 3:30 PM ET
Location: Virtual!
Cost: Free!
Register Here!
Diamonds are Forever - How to Revolutionize the User Experience with Human-Centered ITSM
Wesley Eugene is the Senior Vice President, North America, with HIT Global - a company on a mission to transform technology through the adoption and integration of human-centered design in the delivery of technology services. Most recently, Wesley was Partner and Chief Information Officer at IDEO, the world's leading human-centered design and innovation firm. With over 20 years of experience in leading large-scale digital transformation programs, Wesley believes in the power of collaboration to create better solutions.
Wesley's approach is anchored in human-centered design and focuses on creating experiences for everyone - the workplace, the marketplace, and the community. Wesley is also a sought-after speaker and thought leader on topics such as Inclusive and Human-centered AI, Digital Transformation, Workplace Culture, Service Management and Technology Business Management.
Date: April 17, 2025
Time: 11:30-1:00 PM ET
Location: 5909 Peachtree Dunwoody Rd. Bldg. D, Floor 11, Atlanta, GA 30328
Cost: Free!
Register Here!
Transforming Your Frontline Workforce with AI
We're excited to kick off HDI Ohio 2025 with our April event followed by a networking happy hour! You will hear from HDI Ohio's own Tim Rashkin and Rocky McGuire as they discuss how you can use AI and Generative AI to reshape your Service Desk and Field Services. Check out all the event details below, register soon, and be sure you don't miss it!
What can you expect?
- Discussion on using AI to reshape your Service Desk
- Networking with other IT professionals
- Giveaways!
- Happy Hour immediately following at Hamilton's Pub (Next Door to The Five)
hat will we discuss?:
- Predictive and Preventative analytics
- Automated workflows
- Enterprise knowledge curation
- Intelligent digital assistants
Date: April 24, 2025
Time: 2:00-4:30 PM
Location: 5316 N Hamilton Rd, Columbus, OH 43230
Cost: Members: Free! Non-Members: $15
Register Here!
Executive Leadership Day!
Modern leadership is more then managing technology — it's about delivering outcomes, creating culture, and enabling agility across the business. Join forward-thinking leaders for a day focused on real-world strategies that drive impact, resilience, and innovation.
Agenda:
- 9:00 AM – 12:00 PM – Panel: The New Expectations of Today’s Leaders
- 12:00 PM – 1:00 PM – Networking Lunch
- 1:00 PM – 3:00 PM – Executive Spotlights
- 4:00 PM – 6:00 PM – Cocktail Networking Reception
Date: April 29, 2025
Time: 9:00 AM-6:00 PM CT
Location: 101 N Wacker Dr #1400, Chicago, IL 60606, USA
Cost: Members: Free!~ Non-Members: $20.00
Register Here!
Updates from HDI...Check out these great industry happenings!
Join Us This Year in Las Vegas!
May 18-22, 2025, MGM Grand - Las Vegas, NV
SupportWorld Live is headed to Las Vegas in 2025! If you want to stay ahead of the curve and learn about the latest trends in support and service management, then this is the conference for you. With inspiring keynotes and more practitioner-led case studies than ever, this conference is sure to educate and inspire you.
Brought to you by HDI—the leading events and services organization empowering the support and service management industry—SupportWorld Live unites attendees for a valuable and unforgettable experience. Covering the entire service and support industry and its people (from frontline analysts to CIOs), SupportWorld Live gives you several days in a welcoming community to solely focus on delivering smarter service and better business outcomes.
Act now for best pricing!
Want to save $400? Become a member of HDI Local Chapters! Complete the membership application here, then go here to find the promo code you need to get the $400 discount when registering (requires a login, so do this after you join!). It's that easy!
Register Here!
SupportWorld - Top 3 Articles
Top 3 articles for February 2025...have you read them yet?
What IT Assets You Need to Track in 2025
Stop Taking Tickets!
How Agentic AI Will Revolutionize IT Support
Leading the technical support field with tips and insights from experts around the globe, exclusive research, and strategies for all segments of the industry, HDI's SupportWorld helps you become the expert in technical support and service management. Get in the know - new articles are released every week!
Subscribe Here!
Service Management World Wants You!
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It’s that time again…we’re casting the net in search of world-class service management speakers to join our team, November 16-20, 2025, for Service Management World in Orlando, FL.
Don’t miss your opportunity to grab the spotlight and share your unique expertise with attendees at this year's event. Submit your speaker proposal to be a part of the conference program before the deadline on April 18, 2025.
Submit Your Proposal Here!
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Is your IT support operation due for a check-up?
It’ll be thorough, but nothing too invasive, we promise.
HDI's IT Support Operations HealthCheck is designed to provide your organization with a quick analysis of your organization's operational effectiveness. Key foundational areas are reviewed and compared to best practices, and recommendations are made based on your organizational goals. An HDI HealthCheck can be conducted live onsite, or through an easy and convenient virtual format!
Click Here for More Details
HDI's Private Group Training...a Great Way to Sharpen Your Team!
HDI’s Private Group Training is SELLING LIKE HOTCAKES!! Organizations can choose this group training for 20+ HDI Courses to be tailored to their specific needs, ensuring relevant and applicable content. Investing in group training is a proven technique for keeping teams engaged.
Click here for the course catalog
Don’t Let Talent Slip Away: Hire Faster!
Is your company losing out on top talent due to a lengthy recruitment process? Delays in hiring can have major impacts on your business including employee burnout, delayed project timelines, decreased productivity, and lost revenue. But there’s hope! By streamlining your hiring process, you can attract top talent and avoid costly setbacks. Don’t let your competition snap up the best candidates while you’re still deliberating. Want to learn how to speed up hiring without compromising quality? Read this article to discover 5 strategies that will transform your recruitment process!
HDI CONNECT...Where Practitioners Go for Advice!
HDI Connect is the place where support and service management professionals come to expand their knowledge, advance their careers, and find a community that acts like a family. Joining the community is complimentary to you, but priceless to your career and organization! Click here to sign up! It's free!
WHY WE'RE HERE...WHAT WE DO
HDI Local Chapters primary mission focuses on elevating the service and support industry through our Local Chapter Network. These goals are accomplished by:
❖ Building a community where people are encouraged to form connections that span different career paths and levels of experience in the service and support industry.
❖ Providing quality communications, educational events, and sharing of best practices among members within the service and support community.
❖ Maintaining a relationship and working closely with HDI Corporate as a strategic partner.
JOIN HDI!
Connect - Learn - Succeed for one low annual membership fee $149 per year. Students can join for the low price of $29 per year. Click here to join!
GET SOCIAL WITH US!
THANK YOU TO OUR HDI LOCAL CHAPTER SPONSORS
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