Events

The Future of ITSM in Education, Public Sector and Healthcare

Massive tech shifts are taking place in education, public services and healthcare.  Billions of dollars are being spent on smart cities initiatives, learning environments, virtual programs, and healthcare settings. As a consequence, IT leaders are looking for new ways to address the challenges that come with supporting this new technology.  From service desks to change management to project oversight, IT teams are taking on more and more responsibilities, often without increased staffing. One way institutions, agencies, and organizations have been able to keep up is through effective and wide adoption of IT service management processes. This approach alone isn’t enough, however. Making useful self-help available to end users is an effective approach to providing fast, reliable assistance without overtaxing service desks. The self-help system must be backed by proven knowledge management practices and user-friendly technology. In this webinar, we’ll discuss: IT service management process/practice adoption Self-service/self-help Knowledge management A “One Platform” approach to simplify work This webinar will help you form your strategies and set your goals for the increasing importance of—and demands on—IT service and support.

3rd Annual HDI Philly Golf Outing

Join us in   HDI Philly's Third Annual Golf Outing ! Enjoy 9 holes of golf on a fun filled Fall afternoon. IT Practitioners will enjoy   FREE   registration, so be sure to dust off your clubs and come on out! Space is limited, so sign up now!   Please arrive by 11:00 a.m. for registration & lunch.  Price:   Free for IT Practitioners! Includes: 9 or 18 holes of golf, Prizes and Giveaways! Sponsorship Opportunities: To sponsor a hole for HDI Philly's Golf Outing or to learn more about sponsorship, contact John Pedicone at 267-886-7117 or pediconej@email.chop.edu. Same as last year you can select to play 9 holes or 18 holes during your registration. Some things to keep in mind... ~One ticket per person, meaning everyone will need to register individually. ~Event time may change slightly according to number registrations, and will be communicated prior to the event. ~This is a networking event and foursome will be chosen at random. ~The event is a staggered start, we will email your tee time prior the event so you can plan your day accordingly. ~If Mother Nature rains on our day, we will let you know if a rain date will be scheduled. Either by a text or email. We look forward to you joining us! Location: Pickering Valley Golf Club  450 S Whitehorse Road Phoenixville, PA 19460

HDI Philly Chapter Meeting: AI and Machine Learning

Keynote: Deflection through a conversational engine (AI, Machine Learning and Chat and how it applies to Enterprise Service Management) Join us as Mike will be speaking about how IT help is an important aspect of businesses that needs attention. Artificial intelligence and machine-learning-driven solutions will reshape enterprise service management by moving the emphasis from augmenting the agent to empowering the end-user experience. Service Management will be redefined: At the point of entry – interacting directly with the user Automating backend entities to strengthen the system Generating solutions to minimize human intervention This presentation will highlight how the Service Management paradigm will shift from human agents to conversational engines that leverage knowledge graph technology to drastically improve ticket deflection day 1. About the Speaker: Name: Mike Belfanti Job Title:  Sr. Solutions Architect, CDI Company: CDI Degree: Penn State graduate B.S. Computer Engineering Entering his 10th year of working with ServiceNow.  Started initially on the customer side supporting the platform in 2010, and moved to the consulting side the end of 2012. Has played the different roles of Lead Developer, Lead Architect, and Sr. Solution Consultant SAVE THE DATE - UPCOMING MEETINGS 12/6 - Annual Leadership Conference

19th Annual HDI Philly IT Leadership Conference & Awards Ceremony

As we approach the end of 2019, HDI Philly is gearing up for our largest event ever, the 19th Annual IT Leadership Conference & Awards Ceremony , which will be held on December 6, 2019! In 2018, our Conference was attended by more than 250 practitioners including 25 sponsors representing some of the most significant companies in our industry. Come to this year's conference to learn, network, and be inspired! Top 10 Reasons to Attend:   1. Network, network, network! 2. Great nationally certified keynote speakers 3. Learn from industry leaders 4. Challenge yourself & be inspired! 5. Understand the challenges of others 6. Get help solving those nagging business issues 7. Expand your horizons 8. Get to know the HDI Philly local chapter 9. Win great door prizes! 10. Thanks to our wonderful sponsors it's incredibly affordable! The HDI Philly IT Leadership Conference will feature 3 Keynote Speakers Keynote Speaker: Deborah Monroe   Topic: If it Weren't for These Freaking People: A Deep Dive Into the Pool of Relationships Abstract: Do you sometimes walk away from interactions with your boss, peers, or direct reports in disbelief that they can think and believe the things they're saying? Does that leave you questioning your own sanity? Are you left in a quandary as to how to approach the next conversation and create the outcome you seek? In this session, you will learn how to identify and use their own feelings to overcome conflict and influence outcomes in a simple and scientific way. Speaker Biography: As President of Ignite Achievements International, Deborah works with all levels of Executive Leadership, Management and Individual Contributors to concentrate on integrating humans and process for a balanced working environment. Her aim is to build understanding and empathy creating a positive bottom line through employee and customer retention. Executive and Personal Life Coaching remains one of Deborah's areas of expertise, where her focus is helping people change patterns of behavior at home and in the workplace. Deborah is the author of Cutting Through To Success: Learning for the Leader Inside You! This publication is employed by executives and coaches around the world to improve performance and effectiveness as leaders. Through engaging storytelling, high energy and humor, Deborah is a sought after speaker and facilitator internationally. Deborah's Emotional Intelligence Program ranked in the top three core classes for Harley-Davidson Motor Company. As a Master EQ Practitioner she takes a physiological approach to Emotional Intelligence and all professional development providing understanding and insight into the depth of the driving emotion and needs that motivate each individual. Poignant moments created with humor realizing that we are, indeed, all the same...suffering from being human! Ms. Monroe's company has a unique approach to all professional development events with a catalog of over 40 classes, delivering classroom training since 1995 and virtual courses since 1999. She has been named outstanding speaker at DCI Government Conference Events in Washington DC and is an award-winning adult educator. She is a member in good standing with SHRM, ASTD, EQ Alliance, NAFE, The Institute of Positive Psychology, Harvard's Institute of Coaching and many others.   Website Podcast Youtube Keynote Speaker #2: Phil Gerbyshak Topic: What's Your Weird? Personal Branding to Help You Sell More (Whether You're a Sales Professional or Not) Abstract: A strong culture starts with YOU. Before anyone works for you, they're checking YOU out on social media. If you're invisible, or worse, if you are out of touch, you'll hire people who will be invisible and out of touch. Social media for isn't new - it's been around since the days of Usenet - we just didn't call it social media. But it's never been so public, so easy to use and such a powerful tool to share your personal brand and attract professionals that embody your culture. Learn how to better understand and embrace social media, and how can you use it to shed your cloak of invisibility and help manage your team, your career, and your professional image. Key Session Takeaways: 1. How to brand yourself boldly and show off your personal "weirdness" or what makes you different from every other sales leader. 2. How to create personal connections and strong relationships with your ideal customer or prospect. 3. How to use a few simple apps to help you show off your weird while also positioning you as the employee of choice. Speaker Biography: Phil Gerbyshak is an award winning speaker who has written 5 books and over 3000 articles in addition to teaching thousands of sales and non-sales professionals how to have more quality conversations and leverage LinkedIn to grow their business and their personal brand. He began his career in the Navy, delivering email - by hand - for the National Security Agency. He is a former VP of Information Technology who started using social media even before it was called social media. Phil's insights have been featured in the Wall Street Journal, USA Today, Daily Globe and Mail, Forbes, Inc., Entrepreneur, Investor's Business Daily, and countless other media outlets. Currently, he trains, coaches and consults with businesses on how to leverage sales, social media and technology to make their businesses more engaged and more profitable. Past and current clients include Morgan Stanley, UBS, Vector Solutions, CIBC, BNP Paribas and a cadre of others. When Phil is not teaching professionals, working with the latest new social media tools or technology gadgets, he's recording a new podcast episode or reading the latest business book to stay ahead of his competition. Website Twitter YouTube     Keynote Speaker #3: Nate Brown Topic: Building a Customer Experience Movement Abstract: Everyone is talking about Customer Experience (CX), but it can be awfully difficult to get started. Many attempt to turn CX into a short-term program or initiative. This way of thinking will generally lead to failure. CX is a moment...a long-term, gigantic, full-company culture change. When we approach CX with this mentality, the odds of success are exponentially higher. Customer Experience has the capacity to transform an organization from the inside out, and this session will help you to do it! Learn how to connect the dots between the employee experience, the customer experience, and the operations of the business. It covers everything from change management, to CX best practices, to Voice of Customer, to developing a customer-centric culture. Come and join us if you are ready to be challenged and hungry to take your Customer Experience to the next level!" Speaker Biography: Nate is the Co-founder of CX Accelerator, the world's best virtual community for experience professionals. While Customer Service is his primary expertise, Nate is able to leverage experience in professional services, marketing, and sales to connect dots and inspire change. From authoring and leading a Customer Experience program, to journey mapping, to building and managing a complex contact center, Nate is always learning new things and sharing with the community. Follow him on Twitter using handle @CustomerIsFirst or LinkedIn. Website Twitter1 ; Twitter2 YouTube

HDI Philly February 2020 Chapter Meeting

Happy New Year and welcome to a new decade! As we kick off 2020, HDI Philly is bringing in the new year with some GREAT programming. We have secured an amazing event for our first Philly HDI meeting of the year. Aptris, a leading service provider in the ITSM professional services industry, will be facilitating a hands-on workshop and interactive simulation on corporate IT Service Management. Participants play various roles in a simulated company and then make critical decisions that drive the success (or failure) of a fictional organization. Companies typically spend $10,000 to bring this workshop to their organizations. Fortunately, the Philadelphia office of CDW is picking up the entire cost because they acquired Aptris in October and they are looking to expand their presence in the Philadelphia area. https://www.cdw.com/content/cdw/en/newsroom/articles/corporatenews/2019/10/01/cdw-announces-acquisition-of-aptris-inc.html This YouTube video will give you a good idea of what to expect at our next meeting. https://youtu.be/EfmWgBrJoLQ This will be a complete half-day immersive event, so we won’t have time for our typical chapter business, networking, ice breaker, etc. In addition, we’re limited to 40 attendees as that’s the maximum number of people that can participate in the simulation for it to be effective and beneficial to the attendees. This means we are limiting the number of non-practitioners. Event Title: The Service Management Experience, A Hands-On ITSM Simulation Event Description: This is a unique and interactive service management event that has been held around the globe for Fortune 100 companies. Gartner has lauded this workshop as one of the best of its kind. The nature of this workshop provides a path for participants to experience the effort of maturing an enterprise IT delivery system underpinned by process and supported by the appropriate technologies. The experience related directly to ITSM, ERP, HR, CRM and branch support systems. A recent participant said it’s “like an escape room for IT departments”. Workshop Facilitator: Lorn Campbell Biography: Lorn has more than 20 years’ experience working in senior IT and business management roles, starting out in IT finance and working through a variety of managerial positions within hardware and software solution organizations. Lorn is one of the most experienced facilitators of role-play simulation and gamification events in the world, and specializes in their design and delivery to support education and organizational transformation programs. Delivering simulations around the world in some of the most complex and challenging environments, Lorn’s gregarious and energetic personality combined with wide industry knowledge ensures an accelerated, enjoyable and sustainable transfer of knowledge to participants.

SupportWorld Virtual - Now Available On Demand

Now Available On Demand Staying connected and informed are more important than ever. Attend this free, one-day virtual event to connect with your peers and industry experts to focus on the future of service and support. At no time is our industry being tested as it is today. As such, keeping abreast of best practices and expert industry insights when you’re on the front lines of a crisis takes on new urgency. Through this virtual event, you will hear from practitioners and experts on delivering stellar customer experiences, maintaining operational efficiency, engaging employees, and calibrating the future of the industry. This jam-packed program will address the most pressing topics...you don't want to miss it! Speakers:  Roy Atkinson, Andrew Gilliam, Doug Tedder, Julie Mohr, Evan Carlson, Valence Howden, Liz Beavers, Ben Brennan, Chris Chagnon, and more! Sponsors:  SolarWinds, Zendesk, EasyVista, LogMeIn, Atlassian, IBM ​

HDI Philly Virtual: Implementation of AI/Chatbot/Virtual Assistant at J&J

Summer is right around the corner and your friends at HDI Philly are gearing up for our FIRST fully virtual event! As we look forward to the rest of the year, our board has been busy at work preparing for some GREAT speakers in the coming months.Mark your calendar for our FIRST Virtual event on June 17th to discuss J&J's implementation of AI, Chatbots and Virtual Assistant's. If your organization is exploring these technologies, you should be sure to tune in! In addition to the keynote presentation, our president John Pedicone will be leading a roundtable discussion and Q&A on providing remote support to clients. We look forward to seeing you virtually!   Regards, HDI Philly Leadership Team     Title:  Implementation of AI/Chatbot/Virtual Assistant at J&J       Abstract:  Employee expectations for support are rapidly evolving, and internal support teams are being measured against consumer-like experiences. Enter chatbots - an artificial intelligence capability that leverages the growing proliferation of messaging with machine learning and natural language processing. Implementing them for support has become of growing interest but ultimately comes down to concerns due to a variety of offerings on the market (which one is right for me?), risk of user acceptance (Why talk to a virtual agent when there is a real one?), and ultimately maintenance and implementation costs (Build vs. buy? What does it take to get content ready? How much time is needed to run this thing?). At Johnson & Johnson they took the plunge and never looked back. Learn from our journey as we share our lessons learned that led to a successful virtual agent that runs along side a live chat support queue.      Speaker: Anthony Pacitti    Bio:  Anthony Pacitti has more than 10 years of experience as an IT professional, all with Johnson & Johnson. Currently he is an IT Manager for End User Experience managing and supporting new technologies with the focus to provide valuable experiences for his global colleagues across the company. Prior to his current responsibilities he spent most of his career in IT Service Catalog Management with considerable experiences in ITSM, data and analytics, project management, process improvement, ServiceNow, user and customer experience. Recently he has been focusing his time on adopting and managing chatbot technologies, advocating further exploration of AI/ML technologies in evaluating/improving the employee IT support experience and building value in managing Johnson & Johnson’s internal B2C Medallia CIO solution.     Date Wednesday June 17, 2020 Time: 1:00PM-3:30PM Location and Login Details: Zoom Meeting invite     HDI  Philly Meetings is inviting you to a scheduled Zoom meeting.     Topic:  HDI  Philly Local Chapter Meeting Time: June 17, 2020 1:00 PM Eastern Time (US and Canada)     Join Zoom Meeting https://us02web.zoom.us/j/85496938989?pwd=VjZ6cUtnbmtEaDl0ZUN3NEc0d05sdz09     Meeting ID: 854 9693 8989 Password: 972664 One tap mobile +13017158592,,85496938989#,,,,0#,,972664# US (Germantown) +13126266799,,85496938989#,,,,0#,,972664# US (Chicago)       Dial by your location         +1 301 715 8592 US (Germantown)         +1 312 626 6799 US (Chicago)         +1 929 205 6099 US (New York)         +1 253 215 8782 US (Tacoma)         +1 346 248 7799 US (Houston)         +1 669 900 6833 US (San Jose) Meeting ID: 854 9693 8989 Password: 972664 Find your local number:  https://us02web.zoom.us/u/ko3RLyWUc SAVE THE DATES - PROPOSED 2020 HDI MEETING SCHEDULE Aug Baseball Game 7/15 TBD (Widener U) Oct Golf Outing 10/21 TBD (Vanguard) 12/4 Annual Leadership Conference

HDI Philly Virtual: Ways to Engage Your Call Center Associates

Summer is finally here and your friends at HDI Philly are gearing up for our next fully virtual event! As we look forward to the rest of the year, our board has been busy at work preparing for some GREAT speakers in the coming months. Mark your calendar for July 29th to discuss "Ways to Engage Your Call Center Associates and Build a Winning Culture on Your Call Center Floor (or at home!)". In addition to the keynote presentation, our leadership team will be planning other topics to cover during our meeting as we all work toward working in a virtual world. We look forward to seeing you virtually! Regards, HDI Philly Leadership Team     Title:  Ways to Engage Your Call Center Associates and Build a Winning Culture on Your Call Center Floor (or at home!)   Abstract:  Can you describe the call center culture you are trying to foster in your contact center? Most contact center leaders cannot. In this discussion, we will break down first how to define your culture, then how we can use that definition to remake how we hire, incentivize, and promote associates in your center. Along with this, we will also tackle the topic of associate engagement either in the office or in the WFH environment. (give you a couple of games to play with your teams as well!)    Speaker: Thomas Laird Role:  CEO of Expivia Interaction Marketing Group and the Creator and Host of the "Advice from a Call Center Geek!" podcast.   HDI Philly Meetings is inviting you to a scheduled Zoom meeting.   Topic: HDI Philly Virtual: Ways to Engage Your Call Center Associates Time: Jul 29, 2020 01:00 PM Eastern Time (US and Canada) ZOOM INFO TO BE SENT UPON REGISTRATION     

HDI September Webinar: Unlocking Your Workforce Potential: IT Support from Anywhere to Anywhere

While much has changed this year for support centers—which consist of service desks, help desks, and desktop support—we must also remember that a lot has changed for the customers we serve, as well. They may lack the proximity of colleagues to answer simple questions, and distractions may be an issue if they are working from home. To meet and exceed customer expectations, support centers must be increasingly flexible in meeting demand as IT customers and end users work from home or return to the office—or some mix of both. In this webinar, you will learn: How changing customer environments impact channel mix, working hours, and expectations. Increasing use of third-party cloud services and personally-owned devices requires a broader knowledge of interoperability. External stressors drive customers' psychological needs for fast, secure, personalized service. Who Should Attend: Service delivery managers IT Help Desk managers Service desk/support center directors, managers, supervisors, and team leads who are responsible for providing the level of service required by customers Speakers: Rae Ann Bruno, President, Business Solutions Training, Inc. Marie Ruzzo, Director, Customer Engagement & Support Solutions, LogMeIn Moderator: Andrew Gilliam, Associate Analyst, HDI and ICMI

Service Management World: A Digital Experience

Service Management World is here for what’s next. And after the year we’ve had, what comes next will have serious implications for every service management leader. Like many events in 2020, Service Management World (SMW) is going virtual. SMW will be your place to join forces with influential colleagues and pave the path forward in the pandemic’s wake. Join hundreds of your peers this November on an advanced and sophisticated digital event platform to meet, learn, and engage with service management leaders from around the world.