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June 12th, 2014 – Which Came First: the Process or the Tool?

Location: Robert Half Technology
Address: 245 Park Avenue New York, NY 10167
Time: 8:30 AM – 10:00 AM

Join us on Thursday June 12th, 2014 for our monthly meeting, sponsored by Cherwell Software. In this session, we’ll discuss the age old argument of tool vs. process. Find out which would need to be designed and implemented first or if they can be done simultaneously.

At this meeting we’ll explore:

  • Priorities of an ITSM initiative; which should be addressed first, process or the tool? Or both?

  • Successful adopters of both ITIL processes and ITSM solutions

  • Managing Change

  • KPI’s

Engage our speaker in a special Q & A session.


Information about our Speaker:

Cliff Jones has over 12 years in the IT Service Management domain. Cliff’s primary area of expertise is in business process reengineering, and ITSM strategic consulting having led over 50 ITSM implementations from a technical and process perspective. Cliff has spoken at numerous HDI and itSMF events with respect to industry best practices, process, and tool adoption. Cliff has an undergraduate degree from the University of Pittsburgh and a Master’s Degree from Carnegie Mellon University.

Information about our Sponsor:

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.


HDI 2014 – A Digital Experience | Free Online Conference – Tuesday May 13, 2014 (Live) and On-Deman

Join us at HDI 2014 – A Digital Experience, the most engaging virtual event in the world! Mark your calendars now to join a global audience for HDI’s third annual digital experience.

We’re highlighting Orlando’s greatest hits and wrapping them up in full day of learning, interactive discussions, networking, polls, and prizes. And we’re kicking it all off with a pre-event workshop, “Great Experiences for Customers on the Go.”

Provide your entire team with a full day of professional development and team building!

This event is completely free. There is no cost to register or attend.

Click here to Register

Unleashing the Enormous Power of Service Desk KPI’s! – April 16, 2014

MetricNet and HDI NYC Present: Unleashing the Enormous Power of Service Desk KPI’s!

On April 26, 2014 a 90 minute overview of best practices in Service Desk Performance Measurement was exclusively presented for HDI’s New York City Chapter!

In this HDI NYC 90 minute webcast, MetricNet shared the key success factors in performance measurement from the industry’s top performing Service Desks!

  • HEAR how the industry’s top performing Service Desks track and trend their performance!
  • LEARN how to use KPI’s diagnostically to achieve World-Class Performance!
  • APPLY Best Practices in Service Desk Performance Measurement and Management!

Title: MetricNet and HDI Present: Unleashing the Enormous Power of Service Desk KPI’s!
Date: Wednesday, April 16, 2014
Location: Online Webinar
Time: 12:30 PM – 2:00 PM EDT

Click here to watch the recorded webcast

2014 Planning Survey: Let Your Voice be Heard!

Meeting/Event planning is underway for the 2014 calendar year and we seek your input. Whether you’ve attended one of our meetings in the past, or are interested in attending a meeting for the first time, we’d love to hear from you.

Kindly spend a few minutes to complete this very brief survey and share your interests.

Survey results help us create programs that you are interested in attending, and that deliver value to both you and your organization.

We appreciate your support, as well as your input. Hope to see you at an upcoming meeting!


Board of Directors
HDI NYC Local Chapter


HDI NYC Chapter Holiday Party – Tuesday December 3, 2013

On December 3rd 2013, the New York HDI Chapter met for our annual Holiday Party and member appreciation event.


When: Tuesday December 3, 2013
Time: 6 PM – 9 PM
Location: Chelsea Brewing Company
Address: 59 Chelsea Piers Roadway
New York, NY 10011



Nov 7th 2013 – 5 Critical Interviewing Skills for Managers

Location: Elizabeth Arden, Inc.
Address: 200 Park Ave South (corner of 17th Street), 7th floor, New York, NY 10003
Time: 5:30pm – 7:30pm

Hiring is one of the most important decisions any manager can make. In order to be successful, managers must be able assess top talent: those who will positively impact their team’s productivity and achieve excellent results.

But how do you separate the talkers from the doers?

At our upcoming meeting, Talent Acquisition specialist, Matthew Alfieri will discuss 5 critical interviewing skills for managers.

At this meeting we’ll explore:

  1. Partnering with HR and Talent Acquisition teams

  2. Reading between the lines – resume assessment techniques

  3. Interviewing strategies

  4. Keys to identifying top talent

  5. Off limits – questions that should NOT be asked

Engage our speaker in a special Q & A session about Interviewing scenarios.


Matthew Alfieri

Information about our Speaker:

Matthew Alfieri, PHR is the Human Resources Manager for Elizabeth Arden, Inc, a global beauty organization. His experience includes 9 years in various Human Resources roles, with a focus on talent assessment, acquisition, and retention strategies. As an entrepreneur he has owned multiple businesses, including catering and landscaping.


Show some Recognition: Announcing the HDI “Analyst of the Year”, “Desktop Support Technician of the Year” and “Manager of the Year” Awards Program for 2014!

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, 2013.


  •  To be eligible, nominees for the Manager of the Year award for must be submitted no later than October 31, 2013.

Post Conference Networking Mixer

On May 23rd 2013, the New York HDI Chapter met for a networking event.

HDI Conf 2013

Event Summary

The HDI 2013 Conference that just ended presents a great opportunity for NYC HDI to share the current news, conference information and initiatives that came out of that event.

The HDI NYC board members will present several post conference items of interest including news regarding our upcoming events for HDI NYC and other opportunities for participation.

Topics being covered

  • New HDI membership program with expanded benefits
  • Conference highlights including HDI Awards
  • HDI 2013 Digital Experience
  • Collaborative chapter events in the North East
  • Schedule of HDI NYC programs this year

We will also be giving away 1 free Silver membership worth $165.00 at this event.

This will be followed by a network mixer at the event location Chelsea Brewery.

Chelsea Brewery


Members: Free

Non Members: $10.00 at the door

Time: 5:30pm – 7:30pm

Location: Chelsea Brewery

Address: 59 Chelsea Piers Roadway, New York, NY 10011



March 28th 2013 – Windows 8 and Tablets in the work environment

HDI NYC met at the Manhattan Microsoft Technology Center on March 28th 2013  ( 8:30am-10:30am ) to discuss the Windows 8 and the use of Tablets in the work environment.

Participants were also invited to a tour of the Microsoft Technology Center and Windows 8 Device Briefing.










The Microsoft Technology Center is a state of the art facility dedicated to giving Microsoft customers and partners a location to create solutions that exactly meet their needs.


Do not miss this event!

After the tour, you will have a hands on experience of the Windows Surface and Surface Pro device featuring Windows 8.

Come to find out about the Windows Surface and Surface Pro devices and take part in our discussion about these devices.

Venue Details:

1290 Avenue of the Americas, 5th Floor
New York, NY, 10104

Registration is now closed for this event.

Feb 21st 2013 – ITIL 2011 Edition – Lou Hunnebeck

On February 21st 2013, the New York HDI Chapter met for a special presentation by Lou Hunnebeck.

Lou HunnebeckTopic Summary
The 2011 Edition of ITIL replaced the 2007 release. The publishers of ITIL have explained that the purpose of the update was clarification, and that “the core ITIL process areas and principles will not change significantly,” but what does it mean? This will be a high-level overview of the 2011 Edition of ITIL and how it is different from earlier editions. We’ll talk about its relevance to the Service Desk and what is happening now that may impact its future.


Presented by Lou Hunnebeck

An IT Service Manager and ITIL v3 Expert with over 20 years of experience in service industries, Ms. Hunnebeck is currently Third Sky Inc.’s VP of ITSM Vision and Strategy. Her passion for improving how we work led Ms. Hunnebeck to IT Service Management from a background of process consulting, training and Service Management systems consulting. Ms. Hunnebeck has led global teams in best practice and methodology design. Devoted to advancing the art and practice of IT Service Management, Ms. Hunnebeck served on the public QA team for ITIL Version 3, serves as a Senior Examiner on the ITIL v3 Examination Panel and is currently serving as the Author of the Service Design book as part of the ITIL v3 Update Project. She also speaks regularly at industry events such as itSMF and HDI.

About ThirdSky

ThirdSky is a full service IT Service Management consulting, education and technology provider headquartered in San Francisco with offices across the US. Their approach to Business-Driven IT leverages frameworks such as ITIL, CobiT, PMBOK and ISO/IEC20000 as part of a hands-on, real-world approach to ITSM that has helped hundreds of companies transform their IT organizations into strategic, business-aligned service providers delivering the highest levels of service and support, all while lowering costs.

The event was held in Manhattan.

Time: 4:30pm – 6:30pm

Location: Robert Half Technology

Address: 245 Park Ave, 25th Floor, Manhattan, NY 10167


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