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HDI NYC Holiday Party | December 9th, 2015

Join us for an evening of good cheer, networking, appetizers, and an open bar at the HDI NYC Chapter holiday celebration.

Local Analyst and Desktop Support Technician of the year will be announced at this event.

HDI NYC 2015 Holiday Party

When: Wednesday December 9, 2015
Time: 5:30 PM – 8:30 PM
Location: Overlook Lounge
Address: 225 East 44th Street
New York, NY 10017

Event Fee:

Members = Free
Non-Members = $5

Eventbrite - HDI NYC Chapter Holiday Celebration - 2015

Show some Recognition: Announcing the HDI “Analyst of the Year”, “Desktop Support Technician of the Year” and “Manager of the Year” Awards Program for 2015!

Is there a support analyst or desktop support technician on your team who demonstrates superior commitment, dedication, and service to your customers?  Or perhaps an inspirational leader who drives action, gets results, improves performance, and leads by example?  Here’s your chance to earn them some recognition for their efforts at NO COST!  This awards program is free and a benefit of your HDI Membership.

The Analyst of the Year (AOY) / Desktop Support Technician of the Year/ Manager of the Year competition is easy and requires little time and effort from you for nominating an employee or colleague.  Simply complete the questionnaire, to provide information about the Analyst, Desktop Support Technician, or Manager that you think should be recognized for their efforts.

The submission for Analyst of the Year (AOY) / Desktop Support Technician of the Year will be reviewed by a small panel of local judges, and the analysts will be entered to win for the local chapter.  The Manager of the Year submissions will be reviewed by Corporate HDI leadership.

There are several levels of awards and prizes, and participation is FREE for all HDI NYC member companies! Please take few minutes to make a difference to someone on your team who you believe truly stands out against the rest.

To learn more about these awards and submit a nomination, click here and complete the corresponding online form. 

Please be sure to select “New York City Chapter” as your chapter.


  •  To be eligible, nominees for the Analyst of the Year (AOY) / Desktop Support Technician of the Year awards must be submitted no later than November 30, 2015.


  •  To be eligible, nominees for the Manager of the Year award for must be submitted no later than October 31, 2015.

Empowered by Emotions | October 8th, 2015

Location: Robert Half
Address: 125 Park Avenue 3rd Floor New York, NY 10017
Date: Thursday October 8th, 2015
Time: 5:30 PM – 8:00 PM

Register To Attend!

Join us for wine and cheese on Thursday October 8th, 2015 from 5:30 PM – 8 PM at our monthly meeting. We’ll be discussing strategies to increase employee productivity and performance through Emotion Awareness.

With the recent advancements made in neuroscience, discoveries have been made that shed new light on emotions – their purpose, their value and the extraordinary benefits that can be derived from working with them rather than working against them. But despite the fact that emotions are a part of everyday corporate life – affecting areas such as productivity, decision making, the quality of relationships, employee retention and customer service – few professionals actually have a strong foundation of emotion awareness.

Without question this 45 minute talk is certainly a wide diversion from ITIL, process engineering, service level agreements, and metrics. Plain and simple, this talk is about emotions – the neuroscience behind them, the purpose they serve and the impact they have on the productivity of each and every one of us. Albeit a far stretch from our usual HDI portfolio of topics, this could be the most inspiring and thought-provoking talk you’ve heard in a while.

People, process and technology. We’ve heard this phrase a thousand times (if not more). This talk dives into the people aspect of the formula and reveals opportunities to increase productivity in ways process and technology never will.

Participants will receive a process workflow depicting the multi-step process for understanding emotions and participants are sure to leave with a newfound understanding for the power of working with your emotions rather than working against them.

Information about our Speaker Lisa Welsher:

With close to 30 years of experience working in the corporate world Lisa Welsher has come to understand continuous process improvements are one thing. Technology automation is another. But a team of people who know how to work with their emotions rather than working against them – well that’s an absolute game changer.

Lisa is a management consultant who has a successful track record of presenting information in meaningful and entertaining ways – even when the topic is about emotions!

HDI 2015 – A Digital Experience | May 19th, 2015

Location: Virtual
Time: 12:00 PM EST

For the fourth consecutive year, HDI will host the most immersive and educational virtual event in the technical service and support industry: HDI 2015 – A Digital Experience. Wherever you are in the world, you can enjoy the best keynotes, sessions, and learning opportunities from the live event, and participate in interactive discussions and other networking opportunities—all from the comfort of the great indoors!

This event is completely free—there is no cost to register or attend! Take in as many sessions as your schedule allows, then come back to view them on demand through June 15, 2015.

click-to-register (1)

How Discovery tools can enhance your organizations’ CMDB | April 30th, 2015

Location: Column Technologies
Address: 88 Pine Street 5th Floor, New York, NY 10005
Time: 5:30 PM – 7:00 PM

Please join us on Thursday April 30th, 2015 between 5:30 PM – 7 PM EST for our monthly meeting, sponsored by Column Technologies. In this session, we’ll be discussing discovery tools to enhance your organizations’ CMDB.

While the need for a Discovery Tool to feed the CMDB is not mandatory, it can greatly enhance the CMDB data quality, which in turn can drive CMDB adoption within the organization. Column Technologies will present the benefits gained from integrating Discovery tools with the CMDB- and why they are crucial for ITIL Processes and Business Service Management.

Some of the key benefits we’ll cover at this meeting include:

  • Faster MTTR
  • Better Change Risk Management
  • Improved Data Quality
  • Use Case
  • Q & A with our Speaker

Information about your Speaker:

Anthony (Tony) Barghout is a Senior Service Automation Consultant for Column Technologies. His domain expertise falls in the areas of Client-Server Automation, IT Discovery, and Application Modeling. Tony has been employed by Column Technologies since 2006, providing services in the design, delivery, and management areas for many Government and Fortune 2000 organizations. Past clients include NYC (DOITT), Bed Bath & Beyond, and US Cellular. Tony has over ten years’ experience with the BMC product line and brings a wealth of best practices, technical knowledge, and customer experience to each and every engagement.

Information about our Event Sponsor:

Established in 1998, Column Technologies is a global management consulting services and technology solution provider specializing in business service and process management solutions for commercial and federal markets. Headquartered in the United States, Column Technologies employs a diverse and talented team with more than 350 employees around the world, and offices in Canada, India and the United kingdom.

ITSM Solutions: SaaS vs On Premise

Location: Robert Half Technology
Address: 125 Park Avenue New York, NY 10017
Time: 5:30 PM – 7:00 PM

Join us on Thursday March 12th, 2015 from 5:30 PM – 7 PM for our monthly meeting, sponsored by Cherwell Software and Flycast Partners. We’ll be discussing the pros and cons of SaaS vs On-Premise ITSM Solutions.
Specifically, we’ll explore:

  • Solution types: What is SaaS? What is On-Premise?
  • Pros and Cons of each option
  • True costs involved
  • Risks with each
  • Software Performance Factors
  • Group Collaboration
  • Q & A with our Speaker

Information about our Speaker:
Jason Gluck is a critical team player with over 15 years of leadership experience in the ITSM industry with hands on knowledge of business process systems and enterprise implementations of IT and ITSM solutions including FootPrints Service Core and Asset Core, Cherwell, Easy Vista, Track-It! And many others. With over 10 widely accepted IT certifications organizations such as Microsoft, Cisco Systems, CompTia, and ITIL, Jason has been able to lead many diverse teams through significant changes, both technical and strategic, by listening to the needs of stakeholders and concerns of employees while producing positive attitudes toward change. Jason has been a guest and keynote speaker for regional and national ITSMf and HDI events. Jason is currently the Director of Pre-Sales Engineers at Flycast Partners and ensures consistent delivery of all pre-sales activities for Flycast Partners.

Information about our Sponsors:
Cherwell Software builds Cherwell Service Management® (CSM)—the award-winning IT Service Management software recognized by Gartner® and Forrester®. Founded by ITSM industry leaders, Cherwell Software is an ITSM software provider with corporate headquarters in Colorado Springs, CO, U.S.A; EMEA headquarters in Royal Wootton Bassett, U.K.; and a global partner network.

Flycast Partners provides IT consulting, training, and services to organizations across North America. Our clients remain ahead of the curve on technology adoption while maintaining the rock-solid principles of ITIL in practical, focused projects. As premier implementers of on premise and cloud technologies we deliver sustainable change at the right time and at the right cost. While solution providers have come and gone or have changed their way of doing business, we have maintained our customer-focused values despite continuous shifts in technology and in the marketplace. Flycast Partners is headquartered in Cedar Lake, TX with two offices in St. Petersburg, FL and one in Ottawa, Canada.

HDI NYC Holiday Party | December 10th, 2014

Join us for an evening of good cheer, networking, appetizers, and an open bar at the HDI NYC Chapter holiday celebration.

HDI NYC 2014 Holiday Party2

When: Wednesday December 10, 2014
Time: 5:30 PM – 8:30 PM
Location: Overlook
Address: 225 East 44th Street
New York, NY 10017

Event Fee:

  • Members = Free
  • Non-Members = $5

Empower Users with a Modern Customer Experience | November 12th, 2014

Location: Online Virtual Meeting
Time: 1 PM – 2 PM

Please join us virtually on Wednesday November 12th, 2014 between 1 PM – 2 PM EST for our monthly meeting, sponsored by EasyVista. In this session, we’ll present strategies to “empower users with a modern customer experience“.

The “impersonal” world of self-service has taken over and is now the preferred method of interaction. During this presentation you’ll learn how to manage the ever-changing communication needs of end-users and the need for a meaningful and agile customer-centric self-service environment:

  • Provide faster, more efficient service with cross touch-point service management
  • Empower end-users to help themselves
  • Reduce call volume with comprehensive Level Zero (self-service) support
  • Improve customer interaction and satisfaction
  • Design a customer engaging, yet business-aligned service request catalog

Note: Users registering via mobile devices may see an incorrect time. The event is being held at 1 PM EST.

Information about our speaker:

Elisabeth-Cullivan-THomas_SmallElisabeth Cullivan is a results driven professional with extensive experience in Product Marketing and Product Management. She has worked with leading IT Service Management organizations, with her most current role leading EasyVista’s Product Marketing efforts. Elisabeth holds a Masters Degree in Information Management from Syracuse University and a Bachelors Degree in Industrial Relations from LeMoyne College.

Information about our sponsor:

EasyVista, founded in 1988, is a leading global provider of IT Service and Asset Management solutions for the mid to large-sized enterprises. EasyVista helps organizations, around the world, to make the transition from traditional IT management to ‘New IT’, designed for today to manage the future of IT tomorrow.

Data, Knowledge, and the HDI Support Center Standard | October 15th, 2014

Address: 1900 Broadway, 7th Floor, New York, NY 10023
Time: 5 PM – 7 PM

Join us on Wednesday October 15th, 2014 from 5 PM – 7 PM for our monthly meeting and networking, sponsored by Cherwell Software and Svetlo Consulting. We’ll discuss “Data, Knowledge, and the HDI Support Center Standard”.

At this meeting we’ll explore:

• Data and how it supports quality service provision at the Service Desk/Support Center
• The power of knowledge at your fingertips
• HDI Support Center Standard

  • Alignment
  • Assessment
  • Certification

• The significance of a robust service management tool

Engage our speaker in a special Q & A session.

Information about our Speaker:

Steven R. Matthews, DPSM® is an experienced and seasoned consultant, mentor, and accredited trainer with 30 years of Information Technology experience in various industries such as Insurance, Health Care, Airline Sales Reporting, Transaction Processing and Merchant Services, Public Utilities, and Transportation Services. His experience also includes both Municipal and Federal levels of government. His IT path has taken him through multiple IT areas including IT Management, Applications Development and Support, Service Desk, Technical Support, Operations, and Systems Administration.

Information about our Sponsors:

Cherwell Software builds Cherwell Service Management® (CSM)—the award-winning IT Service Management software recognized by Gartner® and Forrester®. Founded by ITSM industry leaders, Cherwell Software is an ITSM software provider with corporate headquarters in Colorado Springs, CO, U.S.A; EMEA headquarters in Royal Wootton Bassett, U.K.; and a global partner network.

Svetlo Consulting Inc. combines the power of many industry and business experts in the areas of IT Management and Business Service Management. Svetlo utilizes the current approaches and methodologies, best practices and standards such as ITIL, CMMi, Lean Sigma, ISO 20K, TQM, Business Intelligence, and combined with real “life” experience, offers great and tangible value to your business.

Reaching for Excellence: A Customer Service Week Special Event | October 7th, 2014

Time: 12:30 p.m. – 4:30 p.m. Eastern

Customer Service Week 2014 HDI proudly supports Customer Service Week by providing engaging, inspiring, and fun-filled activities that technical service and support organizations can use to boost morale, motivation, and teamwork. This week is a time to reward frontline performance, raise company-wide awareness of the importance of customer service, thank other departments for their support, and remind customers of your organization’s commitment to customer satisfaction.

In celebration of Customer Service Week, HDI is hosting a special event webcast series with Shep Hyken, Michael Pace, and Micah Solomon. Check out the details of this interactive event below. Plan to get up, get involved, and say yes to excellence!

Prizes, participation badges, and facilitated chat discussions with industry experts, solutions providers, and HDI members will round out the live experience. Earn points as you participate—more points means more chances to win a free HDI 2015 Conference & Expo registration! (Note: Make sure everyone on your team registers individually so they can each qualify for a chance to win prizes and participate in the chat discussions.) We’ve even assembled extra ideas and resources to help you round out your Customer Service Week activities, including special giveaways that will enhance the webcast experience for you and your team!

Join us for the live event on Tuesday, or enjoy the webcasts on-demand later on—there are plenty of ways to plan a schedule that meets your team’s needs!

Click here to Register for this Event!

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