The document provides updates from HDI Capital Area and HDI Corporate. It announces upcoming meetings in November and December. It lists sponsors for HDI Capital Area and their sponsorship levels. It advertises free consulting services available to HDI members. It provides information on submitting nominations for HDI Awards and for the AOY/DST Awards, with a deadline of October 28th. It also includes announcements about ITIL training opportunities, renewing HDI memberships, and information for non-members to join.
2. HDI Capital Area
www.hdicapitalarea.com
hdi it l
• Upcoming Meetings
Upcoming Meetings
– November 20th – How to be a Networking
Superhero Workshop with Phil Gerbyshak
Superhero Workshop with Phil Gerbyshak
– December 6th – Annual AOY/DST Awards
Luncheon at Maggiano s in Tysons Corner
Luncheon at Maggiano’s in Tysons Corner
3. HDI Capital Area Sponsors
• Diamond – The MIL
Corporation
• Platinum Plus ‐
LanDesk
• Platinum
– Beyond20
– EasyVista
•
Gold
– Robert Half Technology (Global
Sponsor)
p
)
– Bomgar
– Issue Trak
– Cherwell
•
Silver
– Service Now
– Time Warner Cable
•
Bronze
– RightStar
•
Web/Event
–
–
–
–
–
–
Itinvolve
Remedyforce
ReACT
StrataCom
TechnoLava
Artisys
5. HDI Awards – Call for Submissions
• Each year HDI awards the highest honors in
Each year, HDI awards the highest honors in
the IT service and technical support industry
• These awards recognize support professionals
These awards recognize support professionals
at all levels and as individuals, teams, and
organizations
• View the different awards options and
nominate someone by going to:
i
b
i
www.ThinkHDI.com/Membership/Awards
6. AOY/DST – Call for Submissions
• Call for Submissions is OPEN
• Email the following information (by Oct 28th) to
awards@hdicapitalarea.com
• Help Desk Analyst and/or Desktop Technician's Name
– Company
– A paragraph describing the individuals achievements (why
A paragraph describing the individuals achievements (why
you are nominating them)
– Manager's name and contact information
g
– Nominating Managers and Analysts will be our guests at
the December 6th Awards Luncheon at Maggiano’s
7. AOY/DST – Call for Submissions
• Call for Submissions is OPEN
• Email the following information (by Oct 28th) to
awards@hdicapitalarea.com
• Help Desk Analyst and/or Desktop Technician's Name
– Company
– A paragraph describing the individuals achievements (why
A paragraph describing the individuals achievements (why
you are nominating them)
– Manager's name and contact information
g
– Nominating Managers and Analysts will be our guests at
the December 6th Awards Luncheon at Maggiano’s
9. We want to hear from you!
• How has HDI helped you to BE MORE in your
How has HDI helped you to BE MORE in your
career?
• Tell us your story and you might be featured
Tell us your story, and you might be featured
in an upcoming marketing campaign!
• E il
Email your story to:
swilkerson@thinkhdi.com
11. Not a Member? Join Today!
Become a Local Chapter member for just $75!
See Robert Stanley for a $65 DISCOUNT
See Robert Stanley for a $65 DISCOUNT
This individual local chapter membership is an opportunity to connect,
network, and learn in your own backyard.
Enjoy benefits like:
•
•
•
•
•
•
Attend local chapter and vChapter meetings
Digital subscription to SupportWorld magazine
Apply for HDI awards
A l f HDI
d
Access to the HDI Job Board
Regular e‐newsletters and digests
And much more!
Learn more at www.ThinkHDI.com/Join
or by calling 800.248.5667
37. What
Is
Social
IT
and
Is
It
Really
Worth
It?
Ma6
Selheimer
38. “The
primary
and
crucial
difference
between
human
cogni@on
and
that
of
other
animal
species…is
the
ability
to
collaborate
for
the
purpose
of
achieving
shared
goals
and
inten@ons.”
-‐
Edward
O.
Wilson
2
40. “Man
is
by
nature
a
social
animal…anyone
who
either
cannot
lead
the
common
life
or
is
so
self-‐sufficient
as
not
to
need
to,
is
either
a
beast
or
a
god.”
-‐
Aristotle
4
44. “Imagine
a
world
in
which
every
single
person
on
the
planet
is
given
free
access
to
the
sum
of
all
human
knowledge.
That’s
what
we’re
doing.”
-‐
Jimmy
Wales
8
46. IT
is
Social
Quick
Quiz
§ Par@cipated
in
an
email
exchange
since
you’ve
been
here?
§ Par@cipated
in
a
conference
call
in
the
last
24
hours?
§ Par@cipated
in
a
group
face-‐to-‐
face
mee@ng
in
the
last
24
hours?
§ Posted
or
downloaded
a
document
from
a
shared
directory
or
sharepoint
site
in
the
last
24
hours?
10
48. “People
take
issue
with
individual
aspects
of
Wikipedia
all
the
@me.
But
it’s
kind
of
hard
to
hate
the
general
idea
of
a
free
encyclopedia.
It’s
like
ha@ng
ki6ens.”
-‐
Jimmy
Wales
12
49. Dealing
with
Modern
IT
Complexity
“In
talking
with
Gartner
clients
who
have
fast-‐growing
and/or
complex
environments,
we
see
that
it
is
becoming
impossible
for
any
person
or
group
to
completely
understand
how
everything
integrates
together.”
“Approximately
80%
of
mean
<me
to
restore
service
(MTRS)
is
spent
trying
to
answer
the
ques<on
of
what
changed.”
G.
Spafford,
”A
Two-‐pronged
Strategy
for
Stabilizing
IT
Services”,
27
February
2012
17
October
2013
13
50. People
Technology
17
October
2013
Process
is
cri@cal
…but
it’s
not
enough.
Process
14
52. What
should
it
contain?
5%
• Explicit
Knowledge
§
§
§
§
§
•
Tacit
Knowledge
§
§
§
§
95%
Data
Informa@on
Documents
Records
Files
Experience
Thinking
Competence
Understanding
Combining
these
forms
of
knowledge
through
interac<on
of
human
beings
creates
new
knowledge
and
ability
to
take
informed
ac<ons
16
53. What
is
Social
IT
Collabora@on?
“Social
IT
Management
(ITM)
involves
the
use
of
social
collabora@on
processes
and
tools
in
support
of
infrastructure
and
opera@ons
(I&O)
objec@ves.”
17
October
2013
17
54. What
is
Social
IT
Collabora@on?
“Common
social
ITM
use
cases
include
the
use
of
social
communi@es
to
foster
peer-‐
to-‐peer
(P2P)
IT
service
support,
be6er
capturing
of
out-‐of-‐band
collabora@on
among
IT
staff
members
and
the
use
of
social
media
to
promote
the
value
of
the
IT
organiza@on
to
the
business.
The
unstructured
processes
or
ac@vi@es
that
occur
in
many
IT
opera@ons
organiza@ons
represent
a
poten<ally
rich
repository
of
organiza<onal
knowledge
that
has
been
difficult
to
collect
using
tradi@onal
ITSM
products.
This
capability
will
become
increasingly
important
in
the
emerging
DevOps
arena,
as
development
and
opera@ons
begin
to
work
more
closely
to
coordinate
planning
and
build,
test
and
release
ac@vi@es.”
17
October
2013
18
55. What
is
Social
IT
Collabora@on?
Type
I
Type
II
• Between
IT
and
users
(e.g.
feeds,
chat)
• Use
cases:
incidents,
requests,
self
•
support
Value
=
@me
to
resolve,
customer
sat,
support
efficiency
17
October
2013
• Within
IT
• Use
cases:
knowledge
capture
/
sharing,
•
changes,
releases,
incidents,
problems,
compliance,
DR/BC,
Value
=
business
agility,
lower
risk,
resiliency,
and
much
more…
ITinvolve
Confiden@al
19
56. § Easily
federate
or
import
exis@ng
informa@on
§ Follow
what
you
care
about
and
validate
informa@on
through
peer
review
§ Organize
it
in
the
context
of
what
IT
manages
–
so
it’s
easy
to
find
and
use
§ Capture
“tribal
knowledge”
as
part
of
daily
work
and
collabora@ons
with
others
20
57. § Access
prior
experience
in
the
context
of
the
issue
you
are
working
on
§ Leverage
visual
analysis
and
rela@onships
to
iden@fy
likely
root
causes
§ Engage
relevant
experts
and
avoid
“all
hands
on
deck”
exercises
§ Promote
collabora@ons
to
knowledge
and
easily
make
resolu@ons
available
for
re-‐use
21
58. § Plan
scenarios,
involving
all
the
right
stakeholders
§ Assess
and
visualize
upstream
&
downstream
risks
§ Provide
risk
consensus
to
streamline
approvals
59. A
Maturity-‐based
View
Level
4
–
Social
Driven
• Goal:
CSI
through
collaboraOon
• Social
drives
process
excellence
&
improvement
• Self-‐sustaining
community
Level
3
–
Social
Embedding
• Recogni@on
and
Rewards
Value
Level
1
–
Social
ExploraOon
• Goal:
Learning
• Ad
hoc
collabora@on
• How
can
social
tools
improve
IT
support?
Which
tools?
• Are
there
specialized
social
IT
capabili@es?
Level
2
–
Social
Add-‐ons
• Goal:
Improve
user
inOmacy
• 1:1
chat
(IM,
video,
skype,
etc.)
• Private
groups
(cha6er,
facebook,
yammer)
• Communica@on
policies
set
• Goal:
Improve
KPIs
(e.g.
MTTR,
change
success
rate)
• Social
object
model
• Social
knowledge
mgmt
(capturing,
promo@on,
sharing,
delivery)
• Social
process
enhancement
(e.g.
weigh-‐in,
triage,
vCAB)
Pimall
#2
–
Solitary
wall/feed,
“noise”
Pimall
#1
–
Ungoverned
broadcas@ng
(e.g.
twi6er,
RSS)
Maturity
17
October
2013
ITinvolve
Confiden@al
23
60. The
State
of
Social
IT
Research
and
Adop@on
“Fioy-‐four
percent
of
I&O
organiza@ons
are
either
well
into
social
ITM
ini@a@ves
or
planning
one
during
the
next
six
months.”
24
61. Is
Social
IT
just
hype
or
the
new
way
to
manage
IT?
63. HDI Capital Area Local Chapter
www.hdicapitalarea.com
Professional Development
and
Vendor Fair Event
Wednesday, October 16, 2013
9:00 AM—3:00 PM
AFT (AMERICAN FEDERATION OF TEACHERS)
555 New Jersey Ave N.W.
Washington, DC 20001
64. Program Agenda
Time
Session
9:00 am—9:30 am
Registration, Networking and Vendor Tables
Open (Coffee, Tea and Continental
Breakfast will be provided)
9:30 am—9:45 am
Welcome & Announcements
9:45 am—10:45 am
Matt Selheimr: What is Social IT and Is it
Really Worth it?
1st Prize Drawing at 10:45
10:45 am—11:00 am
*Must be Present to Win
Break
11:00 am—12:00 pm
Sergeant Matt Eversmann: Dedication,
Pride and Commitment
2nd Prize Drawing at 12:00
12:00 pm—1:00 pm
*Must be On Site to Win
Easy Vista Best Practices Presentation and Demo
Lunch, Networking and Vendor Tables
Open
1:00 pm—2:00 pm
Kirk Weisler: Never “Dis” Courage
2:00 pm—2:30 pm
Refreshment/Dessert Break
**Last Chance to Visit Vendors**
2:30 pm—3:00 pm
Closing Remarks and Prize Drawing*
*Must be Present to Win
Special Thanks to AFT For hosting our event today
65. Welcome Fellow Professionals,
It is my honor to welcome you to HDI Capital Area Local Chapter’s 2013 Leadership Professional Development Event. My name is William Liberti and I am the President of the Washington DC Chapter of HDI. Our VP of Programs, Carol Fester has an amazing day planned
for you, including three keynote speakers and great information from our Vendor Sponsors.
What can you expect from today’s event?
Get Informed!
We have amazing keynotes and vendors who will supply information to help you on your professional development journey.
Get Connected!
Join the best and brightest IT Service and Technical Support professionals from around the
Washington DC Metro area in a day that is sure to connect you to folks who can help you
improve your support center.
Get Fed!
Not only are we offering free breakfast and lunch – we are offering you information to feed
you and your organization!
Get Prizes!
There will be a raffle drawing for prizes including an iPad Mini, Galaxy Tablet & Gift Cards
(you must be present for the raffle drawings to win).
If you need any help today, please find a Capital Area Officer. We will be the ones in
the HDI Capital Area shirts. After today, we hope you will join us at future HDI Capital Area
meetings. We are a non-profit association, whose mission is to provide quality programs designed to inspire and motivate personal and professional growth. Our regularly scheduled
meetings foster an atmosphere to share camaraderie, inspiration and knowledge with colleagues in the industry featuring subject matter experts, group discussions, networking opportunities and HDI Training and Certification events.
Thank you for joining us and we hope to see you again at future meetings!
William Liberti
President
HDI Capital Area Local Chapter
president@hdicapitalarea.com
www.hdicapitalarea.com
66. About the Speakers
First Sergeant Matt Eversmann ~Dedication, Pride, and Commitment:
The Story of Black Hawk Down
An authentic American hero, First Sergeant Matt Eversmann recounts the
harrowing events of Black Hawk Down and the remarkable human qualities
and actions that have immortalized the heroic rescue mission. He focuses on
three attributes that brought him home alive: leadership, courage, and
selfless service. Inspiring, motivational, and patriotic, he always has an
emotional impact on his audience. First Sergeant Matt Eversmann (Ret.) is a
testament to the true nature of war and heroism. He is immortalized in the
epic film Black Hawk Down and the 2004 book The Battle of Mogadishu, which tell the heroic
story of a group of elite United States soldiers sent to Somalia in 1993 as part of a United
Nations peacekeeping operation. Eversmann retired from the Army as an Infantry Company
First Sergeant after 20 years of service. He continues to serve others as the vice president of
operations at Innovative Wellness Solutions. Eversmann is co-author of The Battle of Mogadishu
(2004). Eversmann’s courage and patriotism are unmatched, and he has received many military
decorations, including the Army Service Ribbon, the National Defense Service Ribbon, eight
Army Achievement medals, and four Army Commendation medals.
Kirk Weisler ~ Never “Dis” Courage – Learn the 7 Seeds of Courage to
Grow Yourself, Your People and a More Courageous Culture
Courage is not the absence of fear, but taking action in the face of it. We
need courageous leaders now more than ever before and we need them to
ACT. This session will consider the Seven Seeds of Courage seeds that must
first be known, sown, and then grown in ourselves, our people and our
culture. Come gather the seven seeds of courage and start growing your
more courageous culture today! Chief Morale Officer Kirk Weisler is an expert
at creating outrageously cool workplace cultures and high performance
teams Years ago Kirk helped to create a corporate culture so rich in
ownership spirit, engagement, measurable results that he was invited to
share his approach first nationally, then internationally. He now travels
around the world sharing everyday things leaders can do to positively influence, nurture, and
build Super COOL cultures and high performance teams. His unique background as a US Army
Ranger, a member of the 19th Special Forces Chaplaincy, his work with At-Risk Youth and
experience as a Master Storyteller & Team Builder make him a very fun, engaging, and sought
after speaker. He authored the Best Smelling book, The Dog Poop Initiative and the semi –
sweet best smeller, “The Cookie Thief. , Kirk lives in Phoenix AZ with “Wonderful wife Rebecca
and their five remarkable children with one on the way!”
What is Social IT and Is It Really Worth It?
In the session, Matthew Selheimer will discuss the two types of Social IT - 1) Use
of social media sites & principles to improve interactions between end users and
IT support and 2) use of social collaboration to improve how IT captures,
manages, shares, and uses both human knowledge and systems-based
knowledge to improve decision-making and IT service delivery effectiveness.
Matthew Selheimer is responsible for all aspects of marketing as Vice President of
Marketing at ITinvolve. This includes: corporate and product positioning; demand
generation; social media and online marketing; media and analyst relations,
thought leadership; and internal communications. An 18-year industry veteran, he has rich and
diverse experience spanning IT management software, enterprise business applications, data
center hardware and consulting. Previously, he has held executive marketing and product
management positions at BMC Software, as well as sales, business development, alliance
management, systems engineering, and consulting positions at Informatica Corporation,
Compaq Computer, and Deloitte & Touche. Matthew holds an M.B.A. from Texas A&M
University and a bachelor of arts degree from the University of Pennsylvania.
67. HDI CAPITAL AREA MEMBERS
CALL FOR HELP DESK ANALYST AND
DESKTOP SUPPORT TECHNICIAN OF THE
YEAR NOMINATIONS
We often discuss the benefits of recognition and this is a PRIME opportunity to recognize the
superstars at your desk. 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). The Capital Area has an outstanding program in place for Analyst of
the Year, with top-notch judges scoring candidates and selecting three Capital Area Analysts
who have represented the Northeast Region, with two winning Global Awards. Last year, we
added the Desktop Support Technician award to our successful program.
All nominees and managers will be our honored guests, at our Annual Awards Luncheon, on
Friday, December 6th, at Maggiano’s Little Italy. Thanks to the success of this event, we have
reserved a larger room. We will recognize each nominee and their manager. Every nominee
will receive a plaque and the winners will receive the Analyst of the Year or Desktop Support
Technician award. Doug Neilsen, expert in peak performance, will give the keynote at this
year’s luncheon.
DON’T MISS THIS OPPORTUNITY to recognize your key analysts and technicians. The only investment you make is time to send the information below and complete the application. Your
return is truly a heartwarming event that has become a year end celebration for our teams.
We encourage members to nominate your outstanding Analysts and Technicians by emailing
the following information to Sandy Seroskie, Monday, October 28th, at
awards@hdicapitalarea.com:
•
•
•
•
Help Desk Analyst or Desktop Support Technician's Name
Company
A paragraph describing the individuals achievements (why you are nominating them)
Manager's name and contact information
The criteria and nomination form is sent to the Manager to complete. We encourage you to
send the information above early, so you have more time to complete the application.
The local chapter Analyst of the Year and Desktop Support Technician of the Year will compete
for the regional award and regional winners then compete for the global award. The winner of
the Regional Analyst of the Year and Desktop Support Technician Award will receive a free
registration to the Annual Conference courtesy of Robert Half Technology.
68. DIAMOND CHAPTER SPONSOR
HDI Capital Area would like to thank all of our Vendor Sponsors. Through
their support, we are able to bring quality programs to the DC Area.
Rhonda Cadogan
rcadogan@milcorp.com
www.milcorp.com
Established in 1980, The MIL Corporation provides innovative financial management,
system engineering, and technical services to the federal government. Our subject
matter experts help to advance customer operations through proven tools and methodologies. Creative, highly skilled professionals are what set us apart. Dedicated to excellence, service, and support, MIL recognizes that sustained high-quality service delivery is the most important contributor to our success. We’ve been recognized by our
clients and industry professionals alike for our integrity, diligence, and expertise across
our core service areas. The MIL Corporation provides 24x7x365 Tier I through Tier III
help desk support for the federal government. Our competitive edge and business success depend on our staff being fully trained in current technology and professional
practices. As such, MIL help desk professionals are HDI certified, follow processes developed around the ITIL V3 framework, and use industry leading trouble ticket entry
and tracking systems. We serve as the single point of contact for incidents, problems,
and service requests from initial contact through resolution.
PLATINUM PLUS CHAPTER SPONSOR
Nick Dow
Nick.Dow@Landesk.com
801-208-1426
www.landdesk.com
Your employees are using multiple devices and platforms to accomplish their work and
access enterprise apps, data, and services. We’ve got an IT solution that can help you
manage and secure all those different endpoints, while giving employees the flexibility
to do their jobs.
Our User-Oriented IT solution reshapes the way IT approaches management and security. Rather than focusing on each individual device as the endpoint, we focus on the
user. This allows IT to incrementally improve productivity for every person in the organization. This vision leverages all platforms and devices a user may choose in order
to perform work and achieve results more effectively while still giving IT the control it
needs to get its job done.
69. PLATINUM CHAPTER SPONSORS
Brian Flora
Brian.Flora@Beyond20.com
202-904-2497
www.beyond20.com
Beyond20 provides training and consulting services to organizations in Government,
Military, and Private Sectors looking for measurable improvements in IT and Project
Management operations. We deliver proven solutions in the following areas:
•
ITIL® Certification Training
• Project Management Training, including PMP® and CAPM® Certification
• CobiT Training and Consulting, inculding CobiT for Sarbanes – Oxley Compliance
• IT Culture Change Workshops, including PoleStar ITSM and PoleStar PM Simulation Events
• ITIL® Process Consulting
• Enterprise Project Management (EPM) System Implementations
• Program / Project Management Consulting
• Networking for Introverts® Workshops
Beyond20 delivers value to its customers by providing professional, knowledgeable
consultants and instructors with a high level of diverse, practical experience. Through
Training, Tools, and Culture Change, Beyond20 is positioned to deliver solutions tailored to the specific needs of our customers. Beyond20 is proud to be a Project Management Institute (PMI®) Registered Education Provider (REP).
Andy White
awhite@easyvista.com
+44(0)7500 85 82 81
www.easyvista.com
For over 20 years, EasyVista has been a visionary
leader in the IT Management market providing IT Service Management (ITSM), IT Asset Management (ITAM), CMDB and Automatic Inventory worldwide. EasyVista is fully
integrated and organically grown, available SaaS and On-Premise, includes all 15 ITIL
v3 processes, and is codelessly customizable.
70. GLOBAL & GOLD CHAPTER SPONSOR
Marina Gregory
Marina.Gregory@RHI.com
212-687-6063
www.rht.com
HDI proudly acknowledges Robert Half Technology as the exclusive sponsor of the HDI Awards program. Robert Half Technology has held this sponsorship since 2004, and since this time has given
award finalists the opportunity to be honored as leaders within the technical service and support industry, attend the industry’s leading conference, understand more about their industry, and network with
peers from around the globe.
With more than 100 locations in North America and Europe, Robert Half Technology is a leading provider of technology professionals for initiatives ranging from web development and multiplatform systems integration to network security and technical support. Robert Half Technology offers online jobsearch services at www.rht.com.
GOLD CHAPTER SPONSOR
Danielle Rosaro
drosero@bomgar.com
770-407-1875
www.bomgar.com
Bomgar’s mission is to change the way work is done. We work to free the enterprise tech support community from the restraints of access barriers and geography, and from the inefficiency of traditional
phone-based and on-site support. Enterprise remote support with Bomgar makes support more responsive, efficient and secure by removing the geographical and technological barriers between customers
and those supporting them. Providing support with Bomgar helps you respond faster, distribute specialists more evenly, increase the productivity of current staff, and resolve incidents more cost-effectively.
With Bomgar, support becomes a shared virtual resource.
www.issuetrak.com
IssueTrak designs, develops and supports software for tracking business processes
and operations. Its signature software package has become a robust platform for internal and external
customer service and support, IT help desk, workflow and process management, and issue tracking.
The software is used by large and small companies in 40 countries.
Marc Fey
Marc.Fey@Cherwell.com
719-203-3466
www.cherwell.com
Cherwell Software is the developer of Cherwell Service Management™ — an integrated service management software solution for IT and support professionals. Award-winning Cherwell Service Management was designed, from the ground up, using Microsoft’s .NET technology and out-of-the-box ITIL best
practices. With fully-integrated modules, codeless configuration, and automated One-Steps™, Cherwell
Service Management provides a holistic approach to service management, allowing IT and support departments to align themselves with the businesses they support. Cherwell Software is again recognized
on the Gartner Magic Quadrant for ITSSM tools for 2013.
71. SILVER CHAPTER SPONSORS
www.servicenow.com
ServiceNow is the enterprise IT cloud company. We focus on transforming enterprise IT by
automating and standardizing business processes and consolidating IT across the global enterprise. Organizations deploy our service to create a single system of record for enterprise IT, lower
operational costs and enhance efficiency. Additionally, our customers use our extensible platform
to build custom applications for automating activities unique to their business requirements.
Joan O'Hare
703-713-9296
www.timewarnercable.com
At Time Warner Cable Inc. we’re all about connecting people and
businesses with information, entertainment and each other. That’s
why we bring you the latest innovations for your home – from high-definition television to Enhanced
TV features to high-speed data and Digital Phone services. We also believe in the power of community, which we show through our signature education programs, countless hours of volunteerism
and by contributing cash and in-kind support to benefit the communities where we operate.
BRONZE CHAPTER SPONSORS
www.rightstar.com
RightStar Systems is a leading provider of ITIL-based service management solutions for upper-middle market firms and government
agencies. As an Elite BMC Software Solution Partner, RightStar develops its own add-on modules and provides consulting, design, and implementation services for
BMC Service Support, Service Assurance, and Service Automation products. RightStar also conducts onsite process assessments and provides strategic recommendations for delivering services
to the business more efficiently.
EVENT SPONSORS
Matthew Selheimer
Matthew@Itinvolve.com
832-460-6555
www.itinvolve.com
ITinvolve provides IT organizations with the analysis and collaboration necessary to understand the
impact of changes and move faster in response to business needs. Our breakthrough approach
enables IT to easily capture and share their collective knowledge in order to provide unprecedented
visibility into IT environments, reduce risk from changes, speed application releases, and resolve
issues. ITinvolve lowers the total cost of delivering great service and works with existing IT management solutions. Built on the secure and scalable Force.com platform, ITinvolve runs in the cloud
and requires no hardware or software installation.
72. EVENT SPONSORS
. www.salesforce.com/remedyforce
Today’s IT departments must drive business growth and
innovation, while coping with less resources and increasing complexity. To do this, they require an IT Service Management solution that provides best practices while minimizing costs. Because Remedyforce runs in the cloud, there’s no need to buy servers or manage complicated software. Instead, IT organizations are able to concentrate on bettering
their processes and bringing value to the business. Leveraging over twenty years of leading the IT
Service Management market, BMC built our Remedyforce SaaS help desk from the ground up on
the force.com platform, creating an easy-to-use, easy-to-manage comprehensive solution. The inclusion of social and collaboration tools allows customers to reach and empower users wherever
they are, and Remedyforce provides best practices out of the box to make IT organizations more
efficient and productive.
Caitlin Hughes
Caitlin.Hughes@Aspg.com
239-649-1548 / www.aspg.com
ReACT, by ASPG, is a password reset and synchronization tool that supports your enterprise operating systems and applications including AD, RACF, Top Secret, Novell, UNIX, Linux, Oracle, SQL,
Google APPS, Live@Edu/Office365, SAP, AdvantX and more! ActiveX scripting allows ReACT to
tie into custom applications. Users can reset their passwords in four easy steps – onsite, remotely
and even via smartphone using ReACT. ReACT also includes a dashboard to monitor live user activity.
Laura Walker
www.stratcominc.com
701-306-7774 / www.stratacominc.com
StrataCom is an IT Service Management professional services and consulting firm providing graceful solutions to enterprise-level clients since 1997. Our mastery of this technology greatly benefits
our clients who look to us to successfully move their visions from concept to reality.
StrataCom employs a full-time staff of consultants specializing in IT Service Management. We are
not generalists, but specialists in the software we work with. Our team has combed the country for
the very best consultants who hold both ITL and tool specific certifications. Areas of expertise: HP
ITSM Suite (including Asset Manager, Discovery, CMDB), Cherwell, ServiceNow, and BMC Remedy. Services include: Tool Implementation, Customization/Enhancements, Upgrade, Project Management, Integrations, Roadmap Planning, ITIL Process Consulting, Reporting and Metrics, Managed Services, Training, Support, and Staff Augmentation.
73. EVENT SPONSORS
John Clipp
John@Technolava.com
301-473-8550 / www.TechnoLava.com
TechnoLava LLC is focused on IT Service Management Solutions and Services. We provide ITIL consulting, training, assessment and implementation services and Best-of-Breed tools, such as easyCMDB,
that enable organizations to proactively manage and secure their IT infrastructure. Our ITSM Maturity
and ISO/IEC 20000 Readiness Assessment services utilize the ISO/IEC 15504 – TIPA Assessment
Methodology and will develop a roadmap to ensure process improvement across the organization. Our
Continual Service Improvement approach follows a path of Measurement, Assessment, Training and
Improvement Consulting Services. TechnoLava uses these services during our Service Desk Optimization engagement to help your organization improve your Incident and Problem Management processes.
We have also partnered with KEPNERand FOURIE to provide consulting and training to imbed Root
Cause Analysis best practices into your Major Incident and Problem Management processes.
Zach Fowler
www.artisys.com
Artisys is a veteran-owned business, founded in 1992. As an experienced full-service IT solution based company, Artisys provides cutting
edge IT solutions and software development support services to both
Government and Commercial (including Fortune 500 corporations) customers. Artisys operates as a
prime contract holder and a subcontractor, and we have performed on more than 150 IT projects within
the United States and abroad. We provide IT professionals and technical services in a broad range of
disciplines. Our business model includes consulting services, turnkey solutions and staff augmentation.
As a company built of IT professionals, we keep abreast of evolving technologies that will enhance the
development of mission-critical business systems. Artisys has an experienced executive and management team as well as highly-skilled technical professionals. We have experience within the following
Federal agencies: Department of Defense to include DISA, Army, Navy, Air Force and Marine Corps;
Homeland Security, Department of Treasury; Department of Justice and others.
Raymond Bell, Founder & Administrator, raybelljr@gmail.com
HDI Capital Area is proud to introduce a non-profit dedicated to providing
opportunities for young adults. The H.O.P.E. Project is an information technology ("I.T.") training program dedicated to providing technical training and
development for young adults. Our I.T. training program is designed to prepare students for entry-level positions as
Helpdesk and Application Support Professionals.
The H.O.P.E. Project mission is to empower young adults to reach their potential by providing a comprehensive
information technology training program, designed for students ages 17-35. The H.O.P.E. Project offers these services in a diverse and caring environment. We are helping many, one by one through dynamic programming, responsive to the needs of our communities. The H.O.P.E. Project is committed to helping young adults in our communities regain hope by offering important career and I.T. training.
Join us in supporting The H.O.P.E Project, by volunteering your time to present to the students, conduct training,
provide tours of your Service Desk and donate equipment. H.O.P.E students and graduates are in demand by area
firms, so let Raymond know if you have positions to fill. Please contact Raymond Bell at raybelljr@gmail.com
74. Tiffany Vaughn
HDI Mid-Atlantic
Account Manager
704.795.9850
tvaughn@thinkhdi.com
www.thinkhdi.com
HDI is the world’s largest IT service and technical support membership association and the
industry’s premier certification and training body. Guided by an international panel of industry
experts and practitioners, HDI is the leading resource for help desk/support center emerging
trends and best practices.
Conferences include two of the industry’s largest and most prestigious annual events: HDI
2014 Annual Conference & Expo and FUSION 13. HDI’s premier conference and expo, HDI
2013 features keynotes from industry leaders, compelling programming tracks, content-rich
breakout sessions, and a massive Expo Hall packed with innovative solution providers and exciting offerings. Presented jointly by industry powerhouses itSMF USA and HDI, FUSION 13
provides attendees with an educational experience facilitated by the most respected minds in
service management, offering the absolute peak of service management education.
Learn industry best practices and standards with HDI's training
and certification programs. All HDI certification courses include
a certification exam. Visit http://www.thinkhdi.com/certification/
courseCalendar.aspx or contact Tiffany Vaughn
tvaughn@thinkhdi.com
Nov 04, 2013 - Nov 05, 2013
Washington, DC HDI Desktop Support Technician
Price: $1495 Member price: $1395
Nov 04, 2013 - Nov 05, 2013 8:00 AM - 5:00 PM
Location: AFT, 555 New Jersey Avenue NW, Washington, DC
Nov 06, 2013 - Nov 08, 2013
Washington, DC HDI Desktop Support Manager
Price: $1995 Member price: $1895
Nov 06, 2013 - Nov 08, 2013 8:00 AM - 5:00 PM
Location: AFT, 555 New Jersey Avenue NW, Washington, DC
Dec 09, 2013 - Dec 10, 2013
Washington, DC HDI Support Center Analyst
Before Oct 29, 2013:
Price: $1395 Member price: $1295 / On or after Oct 29, 2013: Price: $1495 Member price: $1395
Dec 09, 2013 - Dec 10, 2013 8:00 AM - 5:00 PM
Location: AFT, 555 New Jersey Avenue NW, Washington, DC
Dec 11, 2013 - Dec 13, 2013
Washington, DC
HDI Support Center Manager
Before Oct 31, 2013:
Price: $1895 Member price: $1795 / On or after Oct 31, 2013: Price: $1995 Member price: $1895
75. HDI Capital Area Local Chapter is a non-profit chapter of HDI
www.ThinkHDI.com, the premier worldwide membership association for the
IT Service and Technical Support industry, serving the Washington DC
metro area, including Northern Virginia and nearby Maryland.
Our mission is to provide quality programs designed to inspire and motivate
personal and professional growth. Our regularly scheduled meetings foster
an atmosphere to share camaraderie, inspiration and knowledge with colleagues in the industry featuring subject matter experts, group discussions,
networking opportunities and HDI Training and Certification events.
We have a strong membership and network. If you are interested in becoming a member, please contact
We welcome you to visit our website at www.hdicapitalarea.com or if you
have questions, contact president@hdicapitalarea.com
Upcoming Events
Wednesday, October 16th - Professional Development & Vendor Fair Event
Monday, October 28th - Deadline to nominate your Star Help Analyst and /or
Desktop Support Technician of the Year. Participate in our Awards Program (no
cost– only your time) and receive free registrations to the December 6th luncheon.
Contact Sandy Seroskie at awards@hdicapitalarea.com
Wednesday, November 20th - How to be a Networking Super Hero Workshop
featuring Phil Gerbyshak
Friday, December 6th - Annual Awards Luncheon and Team Celebration at Maggiano’s in Tysons Corner featuring a keynote from Doug Nielsen!
To register, visit www.hdicapitalarea.com
76. VENDOR BASES
The MIL Corporation
LANDesk Software
Beyond 20
EasyVista
Robert Half Technology
Bomgar
IssueTrak
Cherwell Software
ServiceNow
Time WarnerCable
RightStar Systems
ITinvolve
Remedyforce
ReAct
Stratacom
Technolava
Artisys
Please bring this sheet to the HDI Capital Area table with each vendor’s initials by 2:15
pm to be eligible for the prize drawing. Prizes include an iPad, Galaxy Tablet, Gift Cards,
etc.
**YOU MUST BE PRESENT TO WIN**