This document summarizes an event for the HDI Capital Area Local Chapter held on October 21, 2016. It included a vendor fair and networking event in the morning, and multiple speakers in the afternoon. Speakers included Kevin Smith from Heat Software discussing change management, Jeff Rumburg from MetricNet on benchmarking, and Chris Wiggins from Cherwell Software on knowledge-centered support. Upcoming events were also announced, including roundtable discussions on HDI Forum membership and the HDI Industry Awards nomination deadline. The next chapter meeting was scheduled for December 9th and would include the annual awards luncheon and a keynote speech by Phil Gerbyshak.
3. What’s Hot at HDI
Get Your Seat at the Next HDI Forum Roundtables:
Join us to learn about HDI Forum membership as you collaborate with your peers to
share thoughts, discuss challenges, learn the latest best practices, and more. They’re
FREE to attend:
– October 31, 1:00 p.m. – 3:30 p.m. EST, Live at FUSION16
– December 6, 12:00 p.m. – 1:30 p.m. EST, Virtual Event
– Register today at ThinkHDI.com/Roundtables
Don’t Forget to Submit Your HDI Industry Awards Nomination:
- Nominate someone at: ThinkHDI.com/IndustryAwards
- Hurry! Deadline for nominations is October 31st
There’s Still Time! Apply for the 2016 HDI Team Certified Awards:
- HDI Team Certified: Is 80% of your team HDI certified? Then you qualify!
- HDI Team Certified Pinnacle of Excellence: With 100% of your team HDI certified you
can cement your status among the support center elite. Apply today at
ThinkHDI.com/HDITC
4. • November 1-4, 2016
• MGM Grand | Las
Vegas
• FUSION shares a
similar format to our
Annual Conference &
Expo with an agenda
specifically designed
for those in IT service
management
The Next Generation of Service Management
5. You Spoke, We Listened:
Introducing Your HDI
New Membership Model Features Improved Benefits, Lower Price
Based on feedback from those in the tech support industry, HDI
has overhauled and simplified its membership model! No more
unnecessary member levels, no more confusing pricing
structure, and no more unclear benefits.
We now have one membership level available for the new low
price of $295 with a streamlined and improved set of benefits.
Check it out at ThinkHDI.com/Membership.
6. HDI Membership:
Now More Connected Than Ever
Connect and collaborate with professionals who share your
goals and challenges and gain exclusive access to the best
industry resources—hand-picked by experts and practitioners.
• News and articles
• Industry research
• Podcasts and webinars
• Discussions
• And much more
Only at the new HDIConnect!
Connect.ThinkHDI.com
7. Analyst & Desktop Support
Technician of the Year Nominations
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.
• I encourage members to nominate your outstanding Analysts and Technicians by emailing
the following information to Sandy Seroskie, by Friday, November 4, 2016 at
awards@hdicapitalarea.com:
• Help Desk Analyst or Desktop Support Technician's Name & Contact Information
• Company
• A paragraph describing the individuals achievements (why you are nominating them)
• Manager's name & contact information
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.
8. Next Meeting: Annual Awards
& Team Building Luncheon
Maggiano’s Little Italy
Tysons Corner
Friday, December 9th, 2016
10:30 AM - 4:00 PM
Keynote: Phil Gerbyshak
9. Today’s Agenda
.
9:00 am—9:45 am: Registration, Networking, & Vendor Tables Open
(Continental Breakfast provided)
9:45 am—10:00 am: Welcome & Announcements
10:00 am—11:00 am: Speaker – Kevin Smith
11:00 am—11:15 am: 1st Prize Drawing & Break
11:15 am—12:15 pm: Speaker – Jeff Rumburg
12:15 pm—1:15 pm: 2nd Prize Drawing* (Lunch Provided), Networking and
Vendor Tables Open
1:15 pm—2:15 pm: Speaker – Chris Wiggins
2:15 pm—3:30 pm: Refreshment/Dessert Break and Vendor Tables Open
3:30 pm—3:45 pm Closing Remarks and Prize Drawing*
10. Kevin Smith
• Kevin Smith is responsible for the Service
Management Business Unit, Heat Software
• Kevin has a deep understanding of the Service
Management
• Kevin brings over 25 years of technical,
management, and executive leadership experience
in technology and software businesses
• Prior to HEAT Software, Kevin has held positions as:
• Vice President of Solutions Management at
Manugistics Inc.
• Vice President of Operations at Avyx Inc.
• Flight Design Manager with NASA at the
Johnson Space Center
• Kevin holds a Bachelor of Science in Chemical
Engineering from Texas A&M University and a
Master of Science in Computer Science from the
University of Houston.
12. Chris Wiggins
• Chris Wiggins, Support Operations and
Knowledge Manager, Cherwell Software
• Over 18 years of Service & Support Desk
management
• Chris has implemented multiple ticket
tracking systems and knowledge bases
• Chris has a degree in Business
Administration and certifications in ITIL, KCS
Practices and HDI Support
35. I am a Technical Instructor at Cherwell Software,
previously Operations & Knowledge Manager. My
background includes over 18 years of experience
managing Service Desks and Technology Training
including, government, non-profit and for-profit
organizations. I have a Bachelor of Science in Business
Administration & Economics. As well as certifications in
ITIL, KCS, and HDI Service Desk Manager.
Introducing: Chris Wiggins
36.
37. Lesson Learned 1
Not learning about & adopting Knowledge Centered Support sooner
38. ITIL & Knowledge Centered Support KCSsm
ITIL
••you need a strategy in
place to manage your
organizations knowledge
KCS
••the strategy to manage
your knowledge
39. Knowledge Centered Support
History
••Developed by the Consortium for Service
Innovation in 1992
Details
••http://www.serviceinnovation.org/
••http://www.thekcsacademy.net/
Reason
••Methodology & best practices for Knowledge
Management
40. What is Knowledge Centered Support?
Quick Exercise
In 60 seconds write down as many animals that are
exactly 3 letters
41.
42. Basic Troubleshooting Process
Seek to Understand
Capture in the
Target Audience’s
Context
Search what we
collectively know
If no Articles start to
Analyze
Create a WIP Article
and Research,
Collaborate with
Others
Upon resolution
publish to KB
43. Additional KCS Resources
Learn
••Get Training
••HDI Foundations
••HDI Principles
Explore
••KCS is Free
http://library.serviceinnovation.org/
••But get trained ASAP for better comprehension
46. The Friday afternoon list
Effort
••Creating new knowledge articles takes
so long
Time
••I have to carve out time to do it. So I will
just add it to the list.
Value
••By the time it is written it may no longer
be relevant
47. Focus on what really matters
Effort
••Eliminate lengthy review and approval
processes
Time
••How quickly are we getting new
knowledge to the team and customers
Value
••Did the answer fix my problem or help
me
53. Communication & Promotion
Team
••Start internally within your team and then your department
Target
••Don’t advertise to your customers until your team is using the knowledge
base for the majority of their work
Trial
••Communicate out targeted knowledge articles to specific
groups/departments within your organization
Test
••Include links or references to knowledge articles in emails to the customer
Triumph
••Once you have a robust KB get new information in the customers hands
ASAP
56. You Get What You Measure
Goals
••You get what you measure, watch out for quotas!
Holistic
••Define a score card (with your reps from your team) and make sure everyone
knows and can easily see what’s expected
Open
••Don’t measure Knowledge as separate stat or KPI, blend it into your existing mix
Reinforce
••Focus on positive! When a customer posts a positive comment or likes an article,
have your system send an email to the article creator letting them know
57. Key Points
KCS
••KCS is not just a fad - Software & Hardware companies have been doing
it for decades
Speed
••Customers want solutions! the faster they get them the faster they can get
back to work
People
••Knowledge is all about the culture and people
Share
••(Most) People want to share, let them the a process to do so
Reward
••Track and reward positive behaviors in a holistic view
58. Knowledge can’t be a project
Knowledge has to become who you are and how you
provide support.
