Get in

How to Register
1)

Register online at
www.HDIConference.com
Game! the
Join a team of 1,600 IT service and technical support MVPs as they face off against
today’s most pressing service and support challenges. Only HDI’s IT service and
technical support conference, with its expansive resources, can bring you game-
2) Call 877.707.5658 changing strategies for achieving service management excellence.
3) Fax your registration form to: ■ Scout innovations and trends that can save you money and enhance your game
719.268.0184 plan for the coming year.
4) Mail your registration form to: ■ Team up with peers to find out how they tackle day-to-day issues like
HDI performance metrics, overhead, and technology upgrades.
102 South Tejon Street, Suite 1200
Colorado Springs, CO 80903 ■ Outpace the competition through performance optimization and best practices.

Spring Training
Table of Contents Stretch your mind, your imagination, your budget, and your boundaries with a spec-
4–5 Learning Track Descriptions tacular lineup at the 2011 HDI Annual Conference & Expo.
6-7 Conference Schedule ■ More than eighty content-rich breakout sessions.
8–9 Two- and Three-day Pre-conference ■ Breakfast with Champions – Two expert panels discuss the myths, miracles,
Workshops and mayhem perpetuated by industry innovators and imitators.
10 One-day Pre-conference Workshops ■ SIx thought-provoking keynote speakers.
11 Keynote Speakers ■ Breakfast Briefings – Grab a bowl of Wheaties, choose your topic, and listen to
12–19 Session Blocks industry experts.
20–21 Expo Hall Information ■ Books and Breakfast – Insightful and inspirational books that will encourage
22 Pricing and Discounts you to overcome your toughest obstacles.
23 Registration Form

Our Draft Picks

This conference addresses the needs of the entire team—from seasoned directors
to frontline analysts—and provides valuable insight into how formal procedures,
processes, and industry tools can improve service and support performance.
■ Senior-level VPs and directors who are accountable for strategic planning and
business alignment.
■ New and experienced managers who are responsible for operational and
tactical planning.
HDI® is a registered trademarks of UBM TechWeb, ■ Team leads and supervisors who are in charge of day-to-day operations,
a division of United Business Media LLC.
coaching, and monitoring.
KCSSM is a registered service mark of the Consortium for Service Innova-
tion. ■ Analysts and technicians who require a foundational understanding of
ITIL® and IT Infrastructure Library® are registered trademarks and regis- industry principles.
tered community trademarks of the Office of Government Commerce,
and are registered in the US Patent and Trademark Office.
■ CIOs who seek the financial benefits of enhanced support operations.
All other trademarks or trade names are the property of their respective ■ CTOs who require the integration of the support center’s strategy with those of
owners. other IT departments.
■ Customer service and contact center professionals who are expanding their
services to include IT service or technical support operations.

About HDI
HDI, a UBM TechWeb company, is a global IT service and technical support 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 IT service
and technical support emerging trends and best practices.

www.HDIConference.com | 877.707.5658
:02
Morning Warm-ups Expo Hall Activities
Breakfast of Champions Expo Hall Hours
Thursday, March 31, 7:30 AM – 8:15 AM and Friday, April 1, Tuesday, March 29 | 6:00 PM – 8:00 PM
8:00 AM – 8:45 AM Wednesday, March 30 | 11:30 AM – 6:00 PM
HDI’s scouts have combed the globe and brought together two expert Thursday, March 31 | 11:30 AM – 3:00 PM
panels to discuss the myths, miracles, and mayhem perpetuated by
industry innovators and imitators. Prize Giveaway
Thursday, March 31 | 2:00 PM – 2:30 PM
Breakfast Briefings One of the most exciting, edge-of-your seat experiences at the
Wednesday, March 30, and Thursday, March 31, 7:30 AM – 8:15 AM conference! Visit key exhibitors in the Expo Hall to be eligible to win
Grab your breakfast, choose your topic, and listen as an industry dozens of valuable prizes.
expert makes a short presentation then opens the floor for a lively and
meaningful discussion. Launch Pad
Wednesday and Thursday during lunch. Get the sales pitch without
Books and Breakfast the sales pressure. Twenty minute product demonstration in a group
Wednesday, March 30 and Thursday, March 31, 7:30 AM – 8:15 AM setting.
Kirk Weisler presents a selection of insightful books that will encourage
you to overcome your toughest obstacles and motivate you to live a
better life and build a better team. Host Hotel
The Palazzo at The Venetian
3325 Las Vegas Blvd. South
Networking and Special Events Las Vegas, NV 89109
Conference Maximizer 702.607.7777 | 877.883.6423
Tuesday, March 29, 3:45 PM – 4:15 PM www.venetianpalazzo.com

Kick-off Welcome Reception The Palazzo is an all-suite hotel. Special conference rates have been
Tuesday, March 29, 6:00 PM – 8:00 PM reserved for this event: $179.00 single/double occupancy. To make
reservations, please call 877.883.6423 and reference the HDI Annual
MVP Conference Party Conference & Expo rate.
Thursday, March 31, 7:30 PM – 10:30 PM
Hotel guest rooms will be held at the special conference rates
until March 2, 2011 (or until they sell out), and will be based upon
availability after this date. A first night’s deposit is required and will be
charged to your credit card. Reservations must be cancelled 48 hours
prior to arrival to avoid loss of first night's deposit.

www.HDIConference.com | 877.707.5658
:03
Learning Tracks
Strategy and Business Alignment
Strategy drives everything. Align your people, processes,
and technologies for success.
This track is for experienced managers and executives
who are responsible for the strategic direction, long-term planning,
and support vision for their organizations. These sessions address
provocative support perspectives and emerging trends and are
designed to challenge established thinking, generate new constructs
for service excellence, and engage you in stimulating dialogue with
industry peers. An ideal complement to the Executive Connections
package.
105: The Future of the Internal Service Provider
207: SaaS, Cloud Computing, and the Future of IT Support
208: How to Measure and Ensure Positive ROI
310: What’s Up with ITIL?
504: Business as Unusual: Game-Changing Forces and
Short-Term Realities
603: Weighing the Strategic Options for Outsourcing Success
608: Four Key Questions in Search of Answers
708: Creating an Adaptive Virtual Enterprise: Implications for Support
Organizations
804: The State of Desktop Support: What You Need to Know
810: Swimming Together in the Right Direction
Support Essentials
Learn the fundamental concepts, processes, and best
practices that are critical to your operations.
The timeless information and materials delivered in this
track are designed for managers, team leads, or supervisors who are
either new to their roles or who serve in undeveloped or evolving
support organizations. Build a strong foundation for success by
mastering key principles, such as operating level agreements, service
level management, and effective delivery models.
101: Building an Effective Process Map
202: Metrics 101: Understanding What to Measure and Where to Use
the Measurements
308: What Is Service Readiness?
402: Structuring Service Level Agreements to Meet Your 404: Let’s Make a Deal: The Delegation Game
Organization’s Needs
509: Napoleon Dynamite Leadership and the Principle of the First
Follower
602: Proactive Contact Management Strategists
710: Training Your Help Desk Representatives for Success
803: Customer Service Jenga: Building and Balancing the "Elite 8" of
Customer Service
808: Getting the Right Players on Your Team
809: Mastering the Human Side of Support
www.HDIConference.com | 877.707.5658
:04
Achieve Operational Excellence
Overcome the challenges inherent in the implementation
of service and support processes.
This track, designed for experienced support center
managers, explores the latest approaches to operational efficiency and
effectiveness, including process improvement, self-service, knowledge
management, change management, and proactive support best
practices.
104: Service Strategy: The Guiding Light of Operational Excellence
206: ITIL and Service Management: A CIO’s Perspective
304: Service Strategy: The First American Financial Story
305: Climbing to the Top: How Peak 10 Achieved Excellence and
Recognition
407: The Good, the Bad, and the Ugly of Continuous Improvement
505: Building and Sustaining Service Operation Excellence
506: Managing Cloud Services from a Business Perspective
607: Categorical Chaos: Selecting a New Taxonomy for the
Service Desk
702: In Pursuit of Customer Service Excellence
705: Managing Up: Key Techniques for Working with Your
Senior Manager
801: How Knowledge Management Transformed the Boise State
University Service Desk
Maximize Team Performance
People are your greatest asset. Learn key strategies for
motivating and managing your team.
This track focuses on the key principles of leadership,
team building, motivation, and effective communication. These
sessions will cover best practices for handling key people issues, such
as staffing, resource maximization, and performance management.
103: Man vs. Machine: Dealing with Dysfunction
109: Champagne Appreciation on a Beer Budget
204: Trench Warfare: Tactics for Avoiding Miscommunication
205: The Nuts and Bolts of Managing an International Help
Desk Team
306: The Chemistry of Conflict
405: Culture Shock! Getting to Know the World
507: Tune Your Team for Performance
606: X + Y ÷ Boomer = Balancing the Generation Equation
704: Question-ABLE Leadership
706: Building a Resilient Workforce
802: The Impact of Trust on Performance and Profitability

Metrics and Measurements
Make the metrics you use matter to your team’s
performance and continuous service improvement.
Measuring performance is a fundamental and critical
activity for every effective technical service and support organization.
This track delves into what your organization should measure, what a
key performance indicator is, how to determine if your data says what
you think it says, and how to effectively report the most meaningful
metrics. This information will help you make the proper decisions and
take appropriate actions for continuous improvement.
107: Metrics Tips and Traps for Successful Outsourcers
209: Client Support and the Balanced Scorecard: Supporting the
Changing World of Work
301: The “Dirty Dozen”: Common Survey Mistakes
410: Metrics That Matter
501: Service Quality: The Metric for Service Management
502: Designing an ITIL-based Management Dashboard
609: You Call That a Report?
610: Desktop Support 101: Staffing Levels
701: Measuring Success! How to Implement IT Performance
Management
806: Metrics and Measurement: How Am I Really Doing?
Service Management: Theory and
Beyond
Stop talking and take action. Learn real-world approaches
to improving service management.
This in-depth track goes well beyond theory in developing a working
understanding of approaches to improving service management.
Service management is not just about ITIL. These sessions will explore
a number of the most popular frameworks, methodologies, and
approaches to service management with a complementary blend of
theory, application, and real-world case studies.
108: Multisourcing and the Message for Innovation
110: The Problem with Problems: Develop Solutions Through Service
Level Management
201: Keeping the KCS Momentum Strong After the Implementation
Project Ends
309: 15 Minutes to Learn It!
401: Creating an IT Service Management Success
408: Chaos to Value: The ITSM Journey
508: Blended Quality Models: A Service Desk Transformation Program
604: The Blade of Negotiation: Cutting Through to Success
703: Desktop Support Town Hall Meeting
709: From Helpless Desk to Super Service Desk
:05
Learning Tracks
Create Customer Connections
The customer’s voice is strong and powerful. Make sure
they say great things about your service.
Customer satisfaction is a key performance indicator for
support services. This track, combining case studies, practical concepts,
and skills-based sessions, provides support professionals of all levels
with key strategies for developing a proactive approach to service
quality. Learn how to create effective customer communications,
empower your customers with new technologies, and measure their
satisfaction with the services rendered.
106: Customer Satisfaction Is Dead
210: Building Rapport
302: Maximizing the Value of Customer Feedback
303: Optimizing KPIs in an International Environment
406: Customer Satisfaction Red Flags
409: Marketing Through Your Desktop Support Services Team
503: The WOW! Factor: Telling Your Help Desk’s Story
605: Great Customer Service for the Microwave Generation
805: 21 Great, Unexpected Customer Service Techniques
Optimize Performance Through
Technology
Select and implement the right technologies to
significantly impact your help desk’s performance.
The concepts and case studies presented in this track focus on best
practices for using support technologies to optimize support center
performance. Learn how to select and implement the latest tools and
technologies and discover how to leverage wikis, virtual support, and
automation with performance improvements. Also, get an inside look
at emerging virtual technologies that will directly impact the support
services of the future.
102: Searchability and the Semantic Service Desk
203: New Strategies for Integrating Enterprise Search Solutions
307: Block This! Real-World Uses of Social Media for the Service Desk
403: Integrating Chat, Increasing Capacity
510: Implementing an Incident Tracking Tool
601: Collaborative Support: A New Remote Support Model
707: From Manual to Automated Root Cause Analysis
807: Building an Effective Call-Routing Plan
www.HDIConference.com | 877.707.5658
 Conference Schedule
Pre-conference Workshops
Three-day Workshops (Sunday – Tuesday)
Pre-1: HDI Support Center Director
Pre-2: HDI Support Center Manager
Pre-3: Knowledge Management Foundations: KCS Principles
Pre-4: HDI Desktop Support Manager
Two-day Workshops (Monday – Tuesday)
Pre-5: HDI Support Center Team Lead
Pre-6: HDI Support Center Analyst
Pre-7: Service Management Essentials
Pre-8: HDI Desktop Support Technician
One-day Workshops (Tuesday)
Pre-9: The Help Desk Manager’s Crash Course
Pre-10: High-Performance Leadership: Maximize Your Capability to
Lead Your Team to Excellence
Pre-11: Creating a Social Support Environment
Pre-12: Coaching for Commitment: The Formula for Leadership Success
Pre-13: GAME DAY – PLAY DAY and the Making of a Championship Culture
30
MARCH
Wednesday, March 30
7:00 AM – 6:00 PM Registration and Information
7:30 AM – 8:15 AM Breakfast Briefings, Books and Breakfast
7:30 AM – 8:30 AM Breakfast, Executive Connections Breakfast
8:30 AM – 10:00 AM General Session:
Greater Than Yourself: Three Steps to Achieving the New
Gold Standard of Leadership, Steve Farber
10:15 AM – 11:15 AM Session Block One
101: Building an Effective Process Map
102: Searchability and the Semantic Service Desk
103: Man vs. Machine: Dealing with Dysfunction
104: Service Strategy: The Guiding Light Operational Excellence
105: The Future of the Internal Service Provider
106: Customer Satisfaction Is Dead
107: Metrics Tips and Traps for Successful Outsourcers
108: Multisourcing and the Message for Innovation
109: Champagne Appreciation on a Beer Budget
110: The Problem with Problems: Developing Solutions Using Service
Level Management

11:30 AM – 12:30 PM Session Block Two

Conference Track Key 201: Keeping the KCS Momentum Strong After the Implementation
Project Ends
Follow the track colors to design your 202: Metrics 101: Understanding What to Measure and Where to Use
the Measurements
learning experience. 203: New Strategies for Integrating Enterprise Search Solutions
Strategy and Business Alignment 204: Trench Warfare: Tactics for Avoiding Miscommunication
205: The Nuts and Bolts of Managing an International Help Desk Team
Support Essentials
206: ITIL and Service Management: A CIO’s Perspective
Achieve Operational Excellence 207: SaaS, Cloud Computing, and the Future of IT Support
Maximize Team Performance 208: How to Measure and Ensure Positive ROI
Metrics and Measurements 209: Client Support and the Balanced Scorecard: Supporting the Changing
Service Management: Theory and Beyond World of Work
Create Customer Connections 210: Building Rapport
Optimize Performance through Technology
11:30 AM – 6:00 PM Expo Hall Open
12:30 PM – 2:00 PM Lunch
12:30 PM – 2:00 PM Executive Connections Luncheon
27 28
MARCH MARCH Sunday–Monday, March 27–28 12:45 PM – 2:00 PM Exhibitor Launch Pad Presentations

7:00 AM – 9:00 AM Registration and Information

3:00 PM – 4:00 PM Session Block Three
8:00 AM – 9:00 AM Pre-conference Workshop Breakfast
301: The “Dirty Dozen”: Common Survey Mistakes
9:00 AM – 5:00 PM Pre-conference Workshops
302: Maximizing the Value of Customer Feedback
303: Optimizing KPIs in an International Environment: A Case Study and
29
MARCH Tuesday, March 29 Best Practices
304: Service Strategy: The First American Financial Success Story
7:00 AM – 6:00 PM Registration and Information
305: Climbing to the Top: How Peak 10 Achieved Excellence and Recognition
8:00 AM – 9:00 AM Pre-conference Workshop Breakfast
306: The Chemistry of Conflict
9:00 AM – 3:30 PM Pre-conference Workshops
307: Block This! Real World Uses of Social Media for the Service Desk
11:00 AM – 3:00 PM HDI Local Chapter Officers’ Meeting
308: What Is Service Readiness?
3:45 PM – 4:15 PM Conference Maximizer
309: 15 Minutes to Learn It!
4:30 PM – 6:00 PM Opening General Session:
310: What’s Up with ITIL?
How to Win an Unfair Fight, Garrison Wynn
6:00 PM – 8:00 PM Expo Hall Open / Kick-off Reception
4:15 PM – 5:30 PM General Session:
The Courage to Succeed, Jackie Pflug
5:30 PM – 6:30 PM Expo Hall Special Prize Giveaway

www.HDIConference.com | 877.707.5658
:06

31
MARCH Thursday, March 31
7:00 AM – 6:00 PM Registration and Information
7:30 AM – 8:15 AM Breakfast of Champions, Breakfast Briefings,
Books and Breakfast
7:30 AM – 8:30 AM Breakfast, Executive Connections Breakfast
8:30 AM – 9:45 AM General Session:
The Technology Integration of Man, Scott Klososky
10:00 AM – 11:00 AM Session Block Four
401: Creating an IT Service Management Success
402: Structuring Service Level Agreements to Meet Your Organization’s Needs
403: Integrating Chat, Increasing Capacity
404: Let’s Make a Deal: The Delegation Game
405: Culture Shock! Getting to Know the World
406: Customer Satisfaction Red Flags
407: The Good, the Bad, and the Ugly of Continuous Improvement
408: Chaos to Value: The ITSM Journey
409: Marketing Through Your Desktop Support Services Team
410: Metrics That Matter
11:15 AM – 12:15 PM Session Block Five
501: Service Quality: The Metric for Service Management
502: Designing an ITIL-based Management Dashboard
503: The WOW! Factor: Telling Your Help Desk’s Story
504: Business as Unusual: Game-Changing Forces and Short-Term Realities
505: Building and Sustaining Service Operation Excellence
506: Managing Cloud Services from a Business Perspective
507: Tune Your Team for Performance
508: Blended Quality Models: A Service Desk Transformation Program
509: Napoleon Dynamite Leadership and the Principle of the First Follower
510: Implementing an Incident Tracking Tool
11:30 AM – 3:00 PM Expo Hall Open
12:15 PM – 2:00 PM Lunch
12:15 PM – 2:00 PM Executive Connections Luncheon and Networking
12:30 PM – 2:00 PM Exhibitor Launch Pad Presentations
2:00 PM – 2:30 PM Expo Hall Prize Giveaway
2:45 PM – 3:45 PM Session Block Six
601: Collaborative Support: A New Remote Support Model
602: Proactive Contact Management Strategies
603: Weighing the Strategic Options for Outsourcing Success
604: The Blade of Negotiation: Cutting Through to Success
605: GREAT Customer Service for the Microwave Generation
606: X + Y ÷ Boomer = Balancing the Generation Equation
607: Categorical Chaos: Selecting a New Taxonomy for the Service Desk
608: Four Key Questions in Search of Answers
609: You Call That a Report?
610: Desktop Support 101: Staffing Levels
4:00 PM – 5:15 PM General Session:
Becoming Unstoppable, Ruben Gonzalez
7:30 PM – 10:30 PM MVP Conference Party
:07
Conference Schedule
1
APRIL Friday, April 1
7:00 AM – 1:00 PM Registration and Information
7:30 AM – 9:00 AM Breakfast, Executive Connections Breakfast
8:00 AM – 8:45 AM Breakfast of Champions
9:00 AM – 10:00 AM Session Block Seven
701: Measuring Success! How to Implement IT Performance Management
702: In Pursuit of Customer Service Excellence
703: Desktop Support Town Hall Meeting
704: Question-ABLE Leadership
705: Managing Up: Key Techniques to Working with Your Senior Manager
706: Building a Resilient Workforce
707: From Manual to Automated Root Cause Analysis
708: Creating an Adaptive Virtual Enterprise: Implications for
Support Organizations
709: From Helpless Desk to Super Service Desk
710: Training Your Help Desk Representatives for Success
10:15 AM – 11:15 AM Session Block Eight
801: How Knowledge Management Transformed the Boise State University
Service Desk
802: The Impact of Trust on Performance and Profitability
803: Customer Service Jenga: Building and Balancing the “Elite 8” of
Customer Service
804: The State of Desktop Support: What You Need to Know
805: 21 Great, Unexpected Customer Service Techniques
806: Metrics and Measurement: How Am I Really Doing?
807: Building an Effective Call-Routing Plan
808: Getting the Right Players on Your Team
809: Mastering the Human Side of Support
810: Swimming Together in the Right Direction
11:30 AM – 12:45 PM Closing General Session:
It’s Not Over Until You Win!, Les Brown
www.HDIConference.com | 877.707.5658
Pre-Conference Workshops These valuable workshops fill quickly. Register early.
Pre-1: HDI Support Center Director
March 27–29 | Price $2,895 | HDI Member Price $2,795
Instructor: John Custy, HDI Certified Instructor
Focus on the development and execution of strategic plans that will
take your organization to the next level. Discover how to improve and
communicate your organization’s value, manage customer percep-
tions, and identify the processes and procedures that are necessary for
success.
What You Will Learn
■ Assessment strategies for the support center
■ How to quantify value and maximize return on investment
■ A twelve-step process and decision matrix for selecting technolo-
gies and vendors
■ The requirements of an effective service catalog
■ How to align support strategies with business goals
■ How to justify a service improvement project
■ The balanced scorecard, morning report, and executive brief
■ How to select the right leading and lagging indicators
Who Should Attend
Seasoned technical service and support leaders who want to improve
service delivery, financial accountability, and performance reporting.
Three-day Course Includes
Instruction, online certification exam, breakfast, lunch, and breaks
Pre-2: HDI Support Center Manager
March 27–29 | Price $1,895 | HDI Member Price $1,795
Instructor: Katherine Lord, HDI Certified Instructor
A support center’s strategy drives everything it does: service delivery,
infrastructure implementation, operational processes, workforce man-
agement, and support center marketing. Learn how to satisfy opera-
tional demands, delivers on commitments, and build a support center
that aligns with and adds value to the business.
What You Will Learn
■ The characteristics of an effective support center manager
■ How to create service level agreements, operational level agree-
ments, and standard operating procedures
■ Steps to performing cost-benefit analysis, determining total cost
of ownership, and calculating return on investment
■ The benefits and challenges of self-service technologies
■ Staffing models
■ Tactics for screening, hiring, training, and managing high-perfor-
mance teams
■ Reporting metrics and key performance indicators
Who Should Attend
Experienced and emerging leaders who manage day-to-day functions
and want to master performance and customer service strategies.
Three-day Course Includes
Instruction, online certification exam, breakfast, and breaks
www.HDIConference.com | 877.707.5658
:08
Pre-3: Knowledge Management
Foundations: KCS Principles
March 27–29 | Price $1,595 | HDI Member Price $1,495
Instructor: Rick Joslin, Director of Certification and Training, HDI
Knowledge-Centered Support (KCS) is a methodology and a set of
processes and practices that leverage knowledge as a key asset of the
support organization. KCS has been proven to significantly improve
service levels to customers, gain operational efficiencies, and increase
the organization’s value to the company.
What You Will Learn
■ How to efficiently create and maintain quality, easy-to-find con-
tent in the knowledge base
■ Ways to motivate staff to use the knowledge base and to effec-
tively assess individual and team contributions
■ How to articulate the value of knowledge management
■ A strategy for sustainable success that minimizes investments and
maximizes the return
■ How to identify and avoid the common pitfalls associated with
knowledge management
Who Should Attend
Support professionals and project managers who want actionable
steps for improving time-to-resolve and reducing expenses.
Three-day Course Includes
Instruction, online certification exam, breakfast, and breaks
Pre-4: HDI Desktop Support Manager
March 27–29 | Price $1,895 | HDI Member Price $1,795
Instructor: Randy Celaya, HDI Certified Instructor
Designed for both new and experienced desktop support managers,
participants will learn how to satisfy operational demands and build a
support team that aligns with the organization, adds value to the busi-
ness, and delivers on its commitments.
What You Will Learn
■ Characteristics of an effective desktop support manager
■ Processes for desktop support
■ How to create service level agreements, operating level agree-
ments, and standard operating procedures
■ Desktop support technologies
■ Staffing models
■ Tactics for screening, hiring, training, and managing
high-performance teams
■ Desktop support reporting metrics and key performance indicators
Who Should Attend
Experienced and emerging desktop support leaders who manage the
day-to-day functions of a deskside support operation and want to
master critical performance and customer service strategies.
Three-day Course Includes
Instruction, online certification exam, breakfast, and breaks
 Visit www.HDIConference.com/precons for complete course descriptions.
Pre-5: HDI Support Center Team Lead
March 28–29 | Price $1,595 | HDI Member Price $1,495
Instructor: Pete McGarahan, HDI Certified Instructor
Learn how to deliver exceptional customer support, promote process
improvement, coach for success, and take charge of a team’s day-to-
day operational activities. This course is designed for support profes-
sionals who require fundamental management and leadership skills.
What You Will Learn
■ Basics of service level and operational level agreements
■ The ITIL processes of incident, problem, change, release, asset,
and configuration management
■ Strategies for managing conflict
■ The essentials of hiring, scheduling, evaluating, and retaining
employees
■ An eight-step method for effective coaching
■ Proven team-building and motivational techniques
■ Performance metrics and key performance indicators
Who Should Attend
Those who want to learn support center processes and best practices,
quality assurance monitoring, coaching, and escalation management.
Two-day Course Includes
Instruction, online certification exam, breakfast, and breaks
Pre-6: HDI Support Center Analyst
March 28–29 | Price $1,395 | HDI Member Price $1,295
Instructor: Rae Ann Bruno, HDI Certified Instructor
Frontline professional should provide exceptional customer service with
every interaction. Learn critical problem-solving and troubleshooting
skills, call-handling procedures, incident management, communication
skills, and an introduction to ITIL processes.
What You Will Learn
■ The process of incident management, from detection and record-
ing to closure
■ Critical thinking skills to resolve incidents quickly and consistently
■ The importance of total contact ownership
■ An awareness of the core help desk processes and best practices
used in service and support centers
■ Valuable active listening skills and effective communication
strategies
■ Proven techniques for improving customer interactions
■ Effective support center strategies for managing difficult
customers
Who Should Attend
Frontline staff who want to effectively manage incidents, reduce esca-
lations, and improve overall customer satisfaction.
Two-day Course Includes
Instruction, online certification exam, breakfast, and breaks
:09
Pre-7: Service Management Essentials
March 28–29 | Price $1,595 | HDI Member Price $1,495
Instructor: Jim Bolton, President, ProPoint Solutions, Inc.
Learn to manage the precarious balancing act of managing customer
relationships and requirements, understanding and managing demand
and patterns of business activities, aligning internal and external sup-
pliers, and maintaining fiscal responsibility and sound IT investments.
What You Will Learn
■ How to leverage governance, frameworks, standards, and best
practices
■ How to design and implement aligned incident management and
service request processes
■ Proactive problem management
■ How to implement an efficient change management process
■ Strategies and templates for service level management
■ How to assess the maturity of your service management processes
and develop a roadmap for success
Who Should Attend
Those who desire advanced training for designing, implementing,
managing, and optimizing these core service management processes.
ITIL Foundation training is recommended prior to attending this course.
Two-day Course Includes
Instruction, breakfast, and breaks
Pre-8: HDI Desktop Support Technician
March 28–29 | Price $1,395 | HDI Member Price $1,295
Instructor: Deborah Monroe, HDI Certified Instructor
Those that provide deskside support will learn key processes and
concepts to improve overall support operations, as well as customer
service and interpersonal skills that improve the customer’s experience.
What You Will Learn
■ Proven techniques for improving onsite customer interaction
■ How service level agreements impact workflow and prioritization
of requests
■ Seven key steps for effective root cause analysis
■ The ITIL processes of incident, problem, change, release, asset,
and configuration management
■ An overview of security management and knowledge manage-
ment
■ Essential time management and problem-solving skills
■ Effective strategies for managing difficult customers
Who Should Attend
Professionals who provide in-person support to internal employees,
remote workers, or external customers.
Two-day Course Includes
Instruction, online certification exam, breakfast, and breaks
HDI Certification Course
www.HDIConference.com | 877.707.5658
One-Day Pre-Conference Workshops | March 29 – $395
Pre-9: The Help Desk Manager’s Crash Course
Instructor: Jeffrey Brooks, Senior Manager, Support Services, Peak 10
Workshop Description:
You've got limited resources. Your budget is a little tighter. And now
you are expected to do things for your customers that seem impos-
sible. Maybe your job as a manager is starting to seem less promising
than you initially thought. You are not alone! You’ll leave this in-depth
session with the basic tips and tools, as well as sample documentation,
to help you prioritize and to put you on the right path toward becom-
ing a model of management best practices.
Learning Objectives:
■ Building a strong team
■ Making effective appraisals and reviews
■ Creating metrics that matter
■ Delegating for peak efficiency
■ Giving rewards and recognition that don’t cost a bundle (the
MUST model)
■ Marketing your help desk
■ Improving employee engagement
■ Hiring right/retaining right
Pre-10: High-Performance Leadership: Maximize
Your Capability to Lead Your Team to Excellence
Instructor: Julie Mohr, Principle Research Analyst and Author,
BlueprintAudits.com
Workshop Description:
Why do some support center teams flourish, consistently exceeding
goals, and other teams founder, often falling short of expectations?
They use the same technical tools, draw from the same employee pool,
deploy the same processes, and serve the same customers. Yet some
teams consistently enjoy lower employee turnover and higher cus-
tomer satisfaction scores. Why? It all comes down to leadership. Learn
how to maximize your leadership potential.
Leave this workshop knowing just what your strengths are and how to
leverage those strengths to lead your team to higher levels of perfor-
mance and greater value.
The workshop focuses on six key areas of leadership development:
■ Knowing yourself
■ Inspiring a shared vision
■ Creating a community
■ Challenging the process
■ Enabling others to act
■ Encouraging the heart
Pre-11: Creating a Social Support Environment
Instructors: Chris Dancy, Digital Engagement Director,
ServiceSphere - a Pink Elephant Company
Workshop Description:
Do you want a crash course in social media? Do you need to know
when you should digg and when you should tweet? This ground-
breaking workshop is your one-stop shop! We will explore the fun-
damentals of social media and take a firsthand look at how support
organizations are bridging the gap.
www.HDIConference.com | 877.707.5658
:10
Learning Objectives:
■ Learn how to actually use social media tools
■ Understand the evolving role of social media in everyday life
■ Learn how to embrace social media without losing your staff to
Facebook
■ Explore monitoring tools for social media
■ Learn how to have “the talk” with senior management
■ Discover why e-mails, surveys, and polls are the stuff of yesterday’s
support organizations
■ Learn how to create a social media policy for your organization
Pre-12: Coaching for Commitment: The Formula
for Leadership Success
Instructors: Dr. Amy Zehnder, Vice President and C4C Master Coach,
InsideOut Discovery Inc.
Cindy Coe, President and C4C Master Coach,
InsideOut Discovery Inc.
Workshop Description:
Coaching is a key factor in the successful leadership equation, and
this workshop will teach you the skills and techniques to be one of
the best! We will take a look at the four roles leaders play (mentor,
manager, instructor, and coach) and demonstrate how each role plays
a part in your everyday interactions. We will also discuss how values,
biases, and trust impact your relationships with others.
Learning Objectives:
■ Analyze the roles people play
■ Evaluate your natural inclination toward each role
■ Identify the appropriate use and timing of each role
■ Discover new and more effective ways to communicate and inter-
act with others (peers, stakeholders, and employees)
■ Commit to becoming better leaders by using coaching
■ Create a Coaching for Commitment action plan
Pre-13: GAME DAY – PLAY DAY and the
Making of a Championship Culture
Instructor: Kirk Weisler, Chief Morale Officer, Team Dynamics
Workshop Description:
This is no pre-con…this is a PLAY-con session, where we will practice
six proven ways to win. You’ll leave this session with some seriously
fun ideas for your leadership playbook, things you can take back and
do with your people to help them take your team to the playoffs.
Learning Objectives:
■ Six ways to win: Huddle, Doodle, Zoodle, Whootle, STARtle,
Choo Choo, and Big Booty
■ Five books you need to lead—the ultimate play book collection
■ Four stories of success—and the power of the pregame film
■ Three languages you should learn to lift, inspire, and increase
desire (Coach Talk, Walk Talk, and Small Talk)
■ Two serves, curves, and throws that every leader should know
■ One thing that beats everything—the play that matters most

How to Win an Unfair Fight
Garrison Wynn - Tuesday, March 29, 4:30 PM
Garrison Wynn’s highly animated keynote answers two
monumental questions: How do top performers harness
the power of their advantages, even when the odds are
not in their favor? And how do you get people to do
what you want them to do without looking like a jerk (or a psycho-
path)? You might even learn how to handle the difficult people you
encounter along the way without losing your sanity.
About the Speaker Garrison Wynn has spent years researching and
honing business success strategies that focus on leadership, change
management, and communication, designed to help every employee
deliver peak performance. As a speaker, advisor, and entertainer,
Garrison draws on his experience in manufacturing, entertainment,
telecommunications, and financial services.
Greater Than Yourself: Three Steps to
Achieving the New Gold Standard of
Leadership
Steve Farber - Wednesday, March 30, 8:30 AM
The truly great leaders in life and work become so by
inspiring others to be greater than themselves. In this program—based
on his new book, Greater Than Yourself—Steve Farber shows that de-
veloping others and encouraging them to surpass your achievements
is the ultimate way to boost talent, enhance productivity, and nurture
truly significant leaders. Steve’s three-step method will challenge you
to achieve the new gold standard in leadership:
■ Expand Yourself: Discover tools to deepen and expand your
personal capabilities—the raw material for true leadership.
■ Give Yourself: Learn the art of “philanthropizing” your leadership
approach—the raw material for developing capacity in others.
■ Replicate Yourself: Experience the power of expanding beyond
your personal sphere of influence—the raw material for changing
your organization for the better.
About the Speaker Steve Farber is the president and CEO of
Extreme Leadership, Inc., an organization devoted to the cultivation
and development of Extreme Leaders in the business community. He is
the author of several books on business leadership, including Greater
Than Yourself: The Ultimate Lesson of True Leadership (Crown
Business, 2009).
The Courage to Succeed
Jackie Pflug - Wednesday, March 30, 4:15 PM
On November 24, 1985, Jackie Pflug boarded a flight
from Athens, Greece, bound for Cairo, Egypt. Her life
would never be the same. Ten minutes after takeoff,
three men calling themselves the Egypt Revolution took
control of the airplane and the lives of every person onboard.
Fifty-nine passengers’ lives were ended, either by execution, during the
ensuing gun battle between authorities and the hijackers, or by fire
and smoke inhalation when the plane exploded.
Jackie was one of the Americans who was executed, thrown to the
tarmac, and left for dead. She lived. Find out how she survived this
horrible tragedy and the lessons she learned from it.
About the Speaker When terrorists hijacked EgyptAir Flight 648 in
November 1985, Jackie Pflug was one of five passengers shot and left
to die on the tarmac. She survived. Today, she shares her inspirational
story of hope and determination with audiences around the world.
:11
Keynote Speakers
The Technology Integration of Man
Scott Klososky - Thursday, March 31, 8:30 AM
Technology is a catalyst that impacts our quality of life,
our careers, and our interactions as human beings. We
are in the middle of an era where technology is being
increasingly and systematically integrated into our lives,
and over the next fifty years that integration will extend even into our
bodies. Scott Klososky is one of few people who can translate where
technology and trends are going, combining his “over the horizon”
vision and “in the trenches” experience. Join Scott as he examines ten
ways technology will be integrated into our lives and uncover ways to
apply these predictions to your current strategies.
About the Speaker Scott Klososky is a visionary technology architect
who has invested in text-recognition software, publishing technolo-
gies, and online banking and finance technologies. He is the author
of several books on technology, social media, and social networking,
including The Velocity Manifesto and Enterprise Social Technology
(forthcoming from Greenleaf Book Group Press, 2011).
Becoming Unstoppable
Ruben Gonzalez - Thursday, March 31, 4:00 PM
A seemingly “ordinary guy,” Ruben Gonzalez wasn't
a gifted athlete. He didn't take up the sport of luge
until he was 21. Against all odds, four years later he
was competing in Calgary at the 1988 Olympic Winter
Games. In 2010, at the Olympic Winter Games in Vancouver, and at
age 47, he became the first person to ever compete in three Winter
Olympics in three different decades.
Ruben is proof that ordinary people can achieve extraordinary things.
He’s on a mission to inspire you to think differently, take immediate ac-
tion, and produce better results—to achieve more than ever before!
With his riveting stories and keen insight, Ruben brings the Olympics
to life. The story of Ruben’s Olympic quest will give you hope and
strength, and move you to commitment and action. You will be in-
spired and equipped to take your life and career to the next level.
About the Speaker Three-time Olympian and national luge champion
Ruben Gonzalez uses his Olympic experience to inspire others to think
differently, live life with passion, and have the courage to take the
necessary steps toward their goals. He is the author of The Courage to
Succeed (Aspen Press, 2004).
It’s Not Over Until You Win!
Les Brown - Friday, April 1, 11:30 AM
Each of us has what it takes to make it in today's com-
petitive, changing world. The secret: Find and pursue
the kind of work you were meant to do—your purpose.
Les Brown will tell you how you can create your great-
est life, find the courage and motivation to act on your purpose, and
reap the rewards that come from pursuing the kind of work you were
meant to do.
About the Speaker Les Brown is one of the nation’s leading authori-
ties on understanding and stimulating human potential. Les’s long
career in media and politics is a testament to the power of self-edu-
cation. In addition to being an internationally recognized motivational
speaker, Les is the author of Live Your Dreams and It’s Not Over Until
You Win.
www.HDIConference.com | 877.707.5658

Session Block One | Wednesday, March 30, 10:15 AM – 11:15 AM
101: Building an Effective Process Map
Michael Hanson, Regional IT Manager, UnitedHealth
Technologies
If you don’t know where you are, it’s hard to figure out
where you need to go. A process map gives you a solid foundation for
making process improvements. It could just be a simple flowchart, but
it should be much more than that—a resource for management, staff,
and training. This session will cover the steps for building an effective
process map and integrating process mapping into the company
culture. (Fundamental)
102: Searchability and the Semantic
Service Desk
Mark Fitzgerald, Help Desk Manager,
Boise State University
We live in the information age and most of us are looking for and
sharing information all day long. The semantic web has arisen in
response, as a way to organize information and help consumers
maintain the proper context. This session will reveal tools and discuss
concepts that will help you navigate the semantic web and improve
your searchability. (All Experience Levels)
103: Man vs. Machine:
Dealing with Dysfunction
Paul Herr, Owner, Paul Herr Consulting
Factory managers carefully monitor and maintain their
manufacturing equipment using graphs called “control charts” that
show, second-by-second, whether their machines are functioning
optimally or malfunctioning. Too bad we can’t do the same for
our human capital, our employees. Paul Herr will show you how
to determine whether or not your human beings are functioning
optimally and how to provide preventative maintenance if they are not.
(All Experience Levels)
104: Service Strategy: The Guiding Light
Operational Excellence
Pete McGarahan, President, McGarahan & Associates
If you are a service leader who strives for operational
excellence, you need a service strategy that ensures organizational
alignment with business objectives. Join us to learn how a service
strategy can benefit your organization and prepare yourself for taking
the right steps to create your own service strategy. (Advanced)
105: The Future of the Internal
Service Provider
Julie Mohr, Principal Research Analyst and Author,
BlueprintAudits.com
With the integration of IT and the business, the IT service provider
can be the one to lead the way toward social and business change.
This session will explore the key concepts and trends that IT service
providers need to pay attention to and plan for to prepare their
organizations for the future. Julie Mohr will share her insights on
knowledge management, social networking, green IT, business
analytics, IT-business integration, and more. (All Experience Levels)
www.HDIConference.com | 877.707.5658
:12
Strategy and Business Alignment
Support Essentials
Achieve Operational Excellence
Maximize Team Performance
106: Customer Satisfaction Is Dead
Eric Zbikowski, Managing Partner, MetricNet
Less than 25 percent of enterprises have institutionalized
a successful customer satisfaction measurement and
management system that works. This begs the question: What is
wrong with most customer satisfaction programs? In this session, Eric
Zbikowski will share empirical data, derived from more than 1,400
benchmarks, which illustrate a world-class approach to implementing
an effective continuous improvement program. (Intermediate/Advanced)
107: Metrics Tips and Traps for Successful
Outsourcers
Vikki Jansen, Sr. Service Delivery Manager, Technisource
You know outsourcing continues to be a popular method
to staff internal and/or external help desks. But do you know what
metrics matter most in your outsourcing relationship, and how do you
get your team to deliver the goods when you don’t directly manage
them? This session will focus on the key metrics that are important you
as a service provider as well as your client, as well as the advantages,
disadvantages, and pitfalls to avoid when working in an outsourced
environment. (All Experience Levels)
108: Multisourcing and the Message
for Innovation
Anna Frazzetto, Vice President Technology Solutions,
Harvey Nash, Inc.
No company is an island and today’s winning companies rely on
networks, partners, and collaboration to succeed. In this session, Anna
Frazzetto explains how outsourcing and offshoring enable today’s IT
organizations to innovate and achieve their operational, performance
and revenue goals. (Intermediate/Advanced)
109: Champagne Appreciation on a
Beer Budget
Krista Ciccozzi, Director, Technical Solutions Center,
Carestream Dental LLC
Finding extra money in the budget to recognize employees is never
easy. This session will explore creative ways to show appreciation and
recognize team members without breaking the bank. Krista will outline
the benefits of showing appreciation and show you how it can be
done on any budget—even $0! Attendees will walk away with real
ideas that they can implement immediately, for little or no money.
(All Experience Levels)
110: The Problem with Problems:
Developing Solutions Using Service Level
Management
David Disney, Director, ITS Help Desk,
University System of Georgia
Today’s support centers exist in a state of change. Learn how the
fundamental and sometimes overlooked components of SLM can
prepare your support center to meet both planned and unexpected
events. This presentation highlights various features of SLM, along
with the ideas and practices being used at the University System of
Georgia. (Fundamental)
Metrics and Measurements
Service Management: Theory and Beyond
Create Customer Connections Wednesday, March 30, 11:30 AM – 12:30 PM
Optimize Performance through Technology
201: Keeping the KCS Momentum Strong
After the Implementation Project Ends
Amanda Strobl, IT Specialist, Air Products & Chemicals, Inc.
Like most companies, the globally distributed IT help
desk at Air Products and Chemicals, Inc., needed to lower support
costs, improve productivity, and raise customer satisfaction. To meet
those demands, Air Products decided to implement Knowledge
Centered Support (KCS). But how do you ensure ongoing success?
This presentation show you how Air Products uses integrated
software, performance reporting, and coaching techniques to keep its
knowledge-sharing momentum. (Intermediate/Advanced)
202: Metrics 101: Understanding What to
Measure and Where to Use the Measurements
John Custy, Principal, JPC Group
Measuring metrics is essential to managing a support
center and leveraging its core function: contributing to the
organization’s success. Learn what metrics are important for your
support center, which to publish to whom, and how to use them to
justify staffing levels and demonstrate your support center’s value.
(Fundamental)
203: New Strategies for Integrating
Enterprise Search Solutions
Simon Yelsky, Vice President of Product Management and
Client Success, RightAnswers, Inc.
Integrating an enterprise search solution into your service desk can
be challenging. Discover new strategies for merging enterprise search
with knowledge base systems that will help your company deliver
a better user experience by enabling your organization to share the
content created and managed by your support department with the
rest of the enterprise. (Intermediate/Advanced)
204: Trench Warfare: Tactics for Avoiding
Miscommunication
Randy Celaya, Owner, The Coaching Bridge
Communication is an important part of everyday life
and improving your communication skills will give you an advantage
in the workplace. Successful leaders are known for their effective
communication skills, which enhance their ability to meet and exceed
customer and employee expectations. In this session, Randy shares tips
and techniques for fine-tuning your communication skills and provides
you with a strategy for sharpening them. (All Experience Levels)
205: The Nuts and Bolts of Managing an
International Help Desk Team
David Seletyn, Training and Quality Supervisor
Need to improve your global team’s productivity?
Considering folding offshored resources into your team? Attend this
session, based on real-world experience, to get checklists and job aids
that will help you identify and develop the best offshore resources,
forge a team from individuals in different countries, maintain effective
communication across cultures, and drive success in your global team.
(All Experience Levels)
:13
| Session Block Two
206: ITIL and Service Management:
A CIO’s Perspective
Jim Bolton, President, Propoint Solutions Inc.
Donna Agnew, VP, CIO, Presbyterian Healthcare Services
Leading a successful IT organizational transformation
may be the most significant accomplishment of your
professional career. Not sure where to start? Looking for
guidance and lessons learned? Take advantage of this
unique opportunity to learn from a real ITIL success story
at Presbyterian Healthcare Systems, as told by Donna Agnew and Jim
Bolton. (All Experience Levels)
207: SaaS, Cloud Computing, and the
Future of IT Support
Mikael Blaisdell, Editor, The HotLine Magazine
Software as a service (SaaS), or cloud computing, is
predicted to become the industry standard in the coming years, as
more and more software companies offer cloud-based subscription
software products. Join Mikael Blaisdell as he explores the challenges
and opportunities SaaS presents for customer support.
(Intermediate/Advanced)
208: How to Measure and Ensure
Positive ROI
Jeffrey Rumburg, Managing Partner, MetricNet
Return on investment is one of the most common and
important measures of financial performance in the business world. In
this session, Jeffrey Rumburg will define ROI as it applies to technical
support, lay out a simple methodology for calculating ROI, show you
how to use ROI to communicate the business effectiveness of technical
support, and tell you how to maximize ROI without sacrificing
customer satisfaction. (Intermediate/Advanced)
209: Client Support and the Balanced
Scorecard: Supporting the Changing World
of Work
Jennifer Mattoon-Anderson, Director, Client Support,
Manpower, Inc.
Metrics, metrics, metrics…what do you do with them? Are you using
metrics to keep your business teams and development managers
aware of the time it takes to support your tools? Join Jennifer
Mattoon-Anderson as she walks you through the measurements
Manpower, Inc. uses to drive efficiencies and support the changing
world of work. (Intermediate/Advanced)
210: Building Rapport
Bryan Ferguson, Help Desk Manager,
Ohio Secretary of State
In the help desk industry, credibility speaks volumes. One
way to build credibility is to start by building rapport with your custom-
ers, clients, vendors, users, employees, and coworkers. In this session,
you will learn how to communicate effectively with just about any cus-
tomer or user, from interns to C-level executives, and how to use good
rapport as a tactic for accomplishing strategic goals. (Fundamental)
www.HDIConference.com | 877.707.5658

Session Block Three | Wednesday, March 30, 3:00 PM – 4:00 PM
301 The “Dirty Dozen”:
Common Survey Mistakes
Dr. Frederick Van Bennekom, Principal,
Great Brook Consulting
Sound business decisions require good information. Surveys are a com-
mon tool for collecting this information because they seem so simple:
you just ask a bunch of questions. However, collecting reliable survey
information requires a well-designed, properly executed survey. Learn
how to survey correctly and avoid the “Dirty Dozen,” twelve mistakes
that lead to misleading data and bad business decisions.
(Intermediate/Advanced)
302: Maximizing the Value of
Customer Feedback
Pete McGarahan, President, McGarahan & Associates
Leveraging data recently compiled by Jenny Rains, HDI’s
research analyst, Pete McGarahan will facilitate open discussion of
the data and its implications for the day-to-day operation of service
and support organizations. We will then turn the session over to our
distinguished practitioner panel for further questions, answers, and
discussion. (All Experience Levels)
303: Optimizing KPIs in an International
Environment: A Case Study and Best
Practices
Dr. James Keaten, Vice President, Science and Research,
Ideal Dialogue Company
This session will help participants discover how culture manifests itself
in support desk operations. By examining a case study of a successful
deployment in India, participants will learn tips, techniques, and best
practices that improve the effectiveness of offshore operations.
(Fundamental)
304: Service Strategy: The First American
Financial Success Story
Cameron Cosgrove, VP, Infrastructure, First American Title
Insurance Company
In this session, Cameron Cosgrove will tell you the story of First Ameri-
can’s successful service desk redesign. He will walk you through First
American’s strategy, redesign plan, and scope, along with the objec-
tives and measurements associated with each improvement area. Learn
what worked, what didn’t, and how they are incorporating the lessons
they learned into future phases of the redesign. (All Experience Levels)
305: Climbing to the Top: How Peak 10
Achieved Excellence and Recognition
Jeffrey Brooks, Senior Manager, Support Services, Peak 10
In 2010, Peak 10 Support won the HDI Team Excellence
Award (External). Join Jeff Brooks as he explains the procedures, poli-
cies, and programs that made us one of the best support organizations
in the world. Let Peak 10 Support’s journey show you how to achieve
operational excellence. (All Experience Levels)
www.HDIConference.com | 877.707.5658
:14
Strategy and Business Alignment
Support Essentials
Achieve Operational Excellence
Maximize Team Performance
306: The Chemistry of Conflict
Sharon Lewis, President, Questiam Leadership Development
Join Sharon Lewis for an exploration of the beneficial and
damaging effects of conflict in the workplace. Sharon
will share her insights into emotional biology and teach you how to
work with your emotions to move through discord smoothly and with
minimal damage. We will also learn about the five universal triggers
and the needs you can satisfy to keep your staff and customers happy,
engaged, and productive. (All Experience Levels)
307: Block This! Real World Uses of Social
Media for the Service Desk
Chris Dancy, Digital Engagement Director,
ServiceSphere - a Pink Elephant Company
Last year, HDI blew the lid off the support industry by taking a look at
social media and IT support. This year, we are kicking it up a notch.
Using social media (new media) is not enough; organizations need to
create communities and move toward “social support,” which picks
up where knowledge base systems and self-service portals left off. (All
Experience Levels)
308: What Is Service Readiness?
Charlene Bates, Service Desk Director, Enterprise Integration
If you work on the frontlines of support, you understand
the value of knowing about the launch of new or updated
products before they go live. Attend this session and learn how formal-
izing the knowledge-sharing process will improve your chances of be-
ing engaged earlier in the implementation process. Wow your custom-
ers by having all the information you need to support new services on
Day 1. (Advanced)
309: 15 Minutes to Learn It!
Dana Olson, Process Manager, West Corporation
Don’t let a small training budget, time constraints, and
virtual teams hold you back from offering skills-building
learning opportunities. In this session, we will explore the benefits of
microlearning, discuss methods for implementing fun, quick learning
activities, and explore the ways technology can engage workers in to-
day’s virtual environment. Leave with proven methods and techniques
you can immediately put into action. (Intermediate/Advanced)
310: What’s Up with ITIL?
Malcolm Fry, Independent Executive Consultant
“ITIL is dead.” “ITIL’s in chaos.” “ITIL’s been knocked off
its pedestal.” Well, if ITIL’s been knocked off its pedestal,
who did the knocking? And why does the number of people getting
ITIL certifications continue to grow? With his characteristic straight talk
and sparkling wit, Malcolm Fry confronts the rumors and clears up the
misinformation. (Intermediate/Advanced)
Metrics and Measurements
Service Management: Theory and Beyond
Create Customer Connections Thursday, March 31, 10:00 AM – 11:00 AM
Optimize Performance through Technology
401: Creating an IT Service
Management Success
Tony Bigonia, IT Service Management Program Manager,
Aquent LLC
Implementing ITIL-based service management processes can be a chal-
lenge. Tony Bigonia has completed ITSM projects for several different
companies and, in this session, he will share the keys to a successful
implementation. You must strike a balance between the three core ar-
eas—people, process, and technology—and Tony will provide tips and
techniques for finding your center. (Intermediate/Advanced)
402: Structuring Service Level Agreements to
Meet Your Organization’s Needs
Ric Mims, Principal and Founder,
Support Center Global Technologies, Inc.
Gone are the days when a single overarching document could govern
all aspects of service delivery. Today, service level agreements must be
carefully constructed, addressing all global, regional, and local service
considerations and setting attainable expectations. In this session, we
will discuss SLA structures and identify which structure will ensure that
your support team is able to deliver high-quality service. (Advanced)
403: Integrating Chat, Increasing Capacity
Judy Benda, Director, Client Service,
Long View Systems Corporation
Learn how Long View’s service desk, which supports
40,000 end users, increased analyst capacity and ultimately decreased
costs by introducing chat tools to the support environment. Chat…the
next channel! (All Experience Levels)
404: Let’s Make a Deal: The Delegation Game
Jeffrey Brooks, Senior Manager, Support Services, Peak 10
Join your host, Jeffrey Brooks, for a game of Let’s Make a
Delegation. Jeffrey will walk you through a proven method
for getting yourself out of the “doing it all yourself” slump by utilizing
all the resources you have at your disposal, making you the true host
of the help desk. And don’t forget, no game show would be complete
without valuable prizes. (All Experience Levels)
405: Culture Shock! Getting to
Know the World
Deborah Monroe, President, Ignite Achievements Int’l
Get to know the world! Deborah Monroe’s Culture Shock!
is an energetic and humorous session. She will introduce you to some
of the many cultural differences we encounter in today’s business
world and she will help you understand why your brain jumps to con-
clusions and makes snap judgments. You will leave this session in awe
of the world and its wondrous ways. (All Experience Levels)
“If you are investigating a particular technology or process or ‘next phase’ for your
service desk,this conference provides opportunities to talk to vendors, consultants,
and peers to help you.”
:15
| Session Block Four
406: Customer Satisfaction Red Flags
Katherine Lord, President, Lord Consulting
Do you find yourself struggling to stay on top of customer
satisfaction? Are you wondering how you can demonstrate
value and improve customer loyalty? In this session, learn the funda-
mentals of proactively predicting, influencing, and managing customer
satisfaction. (All Experience Levels)
407: The Good, the Bad, and the Ugly of
Continuous Improvement
Pete McGarahan, President, McGarahan & Associates
Malcolm Fry, Independent Executive Consultant
There’s an old saying: “Experience is something that you
get just after you needed it.” In this session, you will be
broken out into groups and asked share their experiences
with continuous improvement. Attendees will walk away
with list of relevant experiences (the good, the bad, and the ugly) that
will tell you what to do, what not to do, and what to avoid at all costs!
(All Experience Levels)
408: Chaos to Value: The ITSM Journey
Patrick Bolger, Chief Marketing Officer,
Hornbill Systems Ltd.
This session examines the early stages of the ITSM
journey, starting with the initial steps out of a “chaotic” IT environ-
ment, with due consideration given to the IT organization’s cultural
readiness to adopt any given set of processes at every stage of growth
and maturity. (Fundamental)
409: Marketing Through Your Desktop
Support Services Team
Rae Ann Bruno, President, Business Solutions Training
Looking for ways to improve the perception of IT? Then
look no further than your desktop support team! Through improved
communications, business-focused initiatives, and the use of proven
marketing techniques, your desktop support team will improve IT’s
credibility and increase customer satisfaction. (Intermediate/Advanced)
410: Metrics That Matter
Jim Bolton, President, Propoint Solutions, Inc.
In this metrics primer, Jim will introduce the balanced
scorecard framework, along with guidance on how to
identify key performance indicators for improving customer satisfaction
and cost/productivity. We will discuss metrics in very practical terms:
determining what is important to measure, how to measure it, how to
communicate the measurements, how to use metrics for continuous
improvement, and how to avoid the most common metrics pitfalls.
(All Experience Levels)
www.HDIConference.com | 877.707.5658

Session Block Five | Thursday, March 31, 11:15 AM – 12:15 PM
501: Service Quality: The Metric for Service
Management
John Custy, Principal, JPC Group
Most organizations measure customer satisfaction, but
they don’t measure service quality. In this session, you will learn about
the characteristics of services and the drivers of service quality, how
your customers define and perceive quality, how to understand your
customers’ “zone of tolerance,” and how to apply the SERVQUAL
methodology. (All Experience Levels)
502: Designing an ITIL-based Management
Dashboard
Andy Byrd, VP, IT Support Services,
Harris County Hospital District
How can you manage an IT department without real-time metrics? You
can’t! This session will help you determine what to include in an ITIL-
based IT management dashboard. You will see how a major healthcare
provider with fifty-three hospitals and clinics has designed, developed,
and maintained a successful IT management dashboard.
(Intermediate/Advanced)
503: The WOW! Factor: Telling Your Help
Desk’s Story
Cay Robertson, Manager, Service Desk,
Tampa Electric Company
Lisa Marcum, Quality Assurance Coach, Process Energy
Learn how to use your HDI Team Excellence Award submis-
sion to tell your help desk’s story and find its WOW! factor.
By involving the entire help desk in crafting their award
submissions, not only will you create a product that can be shared with
management and customers to market your WOW! factor, but you will
also build stronger, better performing teams. (Fundamental)
504: Business as Unusual: Game-Changing
Forces and Short-Term Realities
Cinda Daly, Executive Director of Business Content, HDI
With the adoption of SaaS applications and mobile tools
growing at an unprecedented rate and desktop virtualization looming
on the horizon, clearly, this is not business as usual. In this interactive
panel discussion, hosted by Cinda Daly, we will take a look at game-
changing trends and discuss what you need to do in the short term to
get involved, craft game plans, and see to it that your businesses are
ready for the future. (All Experience Levels)
505: Building and Sustaining Service
Operation Excellence
Trina Crockett, Consultant/Client Relationship Manager,
Kepner-Tregoe, KT North America Service Excellence Practice
This session will examine the factors that drive a successful service
function. It will challenge the traditional “technology is the answer”
paradigm by demonstrating how a more strategic process- and people-
driven approach is critical to delivering consistent, high-quality problem
resolutions. It will introduce a number of methodologies and ap-
proaches that allow the service business to leverage its most valuable
service asset—its people. (All Experience Levels)
www.HDIConference.com | 877.707.5658
:16
Strategy and Business Alignment
Support Essentials
Achieve Operational Excellence
Maximize Team Performance
506: Managing Cloud Services from a
Business Perspective
Bill Keyworth, VP and Principal Analyst at Ptak,
Noel & Associates, Editor of BSMreview.com
As evidenced by the growing adoption of cloud and SaaS initiatives,
today’s IT organizations must improve the way they provide technology
to their businesses. This session focuses on evaluating the manage-
ment of cloud services from the perspective of the business entity and
explores how IT organizations can communicate their value in the
language of their users. (Intermediate/Advanced)
507: Tune Your Team for Performance
Sharon Lewis, President, Questiam Leadership Development
Join Sharon Lewis as she explores two key variables of
high-performance teams: positivity and productivity.
Discover how you, as a leader, can unlock the creative energy in your
staff and channel it to increase morale and performance. Learn how to
identify and create the unique workplace conditions that will help your
team to excel without burning out and how you can lead them there
without exhausting yourself. (Intermediate/Advanced)
508: Blended Quality Models: A Service Desk
Transformation Program
Lee Weekley, Director of Strategic Business Development,
Serco North America
The rapid service desk transformation program converts a traditional
help desk into an ITSM-focused service desk using a blended quality
method based on best practices drawn from ITIL, HDI, and ISO—usu-
ally showing results within ninety days! This session will outline the
steps and tools commonly used in the transformation process.
(All Experience Levels)
509: Napoleon Dynamite Leadership and the
Principle of the First Follower
Kirk Weisler, Chief Morale Officer, Team Dynamics
Everything I need to know about building teams, dealing
with stupid and difficult people, and servant leadership, I learned from
Napoleon Dynamite. This is the perfect session to reflect, rediscover,
and reconnect with the ambitious leadership vision you had for your-
self when it all began. It may even help “all your wildest dreams will
come true.” (All Experience Levels)
510: Implementing an Incident
Tracking Tool
Marcia Pederson Senior Consultant, CGI
Mylene Regnier, Senior Consultant, CGI
We all know how important it is to track incidents from
“cradle to grave” and that any tool should have the same
basic functions. But actually implementing an incident
tracking tool involves so much more. This session will focus
on the lessons we learned during the transition to an ITIL-
compliant, fully integrated incident tracking system.
(All Experience Levels)
Metrics and Measurements
Service Management: Theory and Beyond
Create Customer Connections Thursday, March 31, 2:45 PM – 3:45 PM
Optimize Performance through Technology
601: Collaborative Support:
A New Remote Support Model
Nathan McNeill, Cofounder and VP of Product Strategy,
Bomgar
Sometimes the demands facing today’s support teams can make even
the best support executive’s head spin! This session will review how
progressive companies are turning to a secure collaborative model to
treat these headaches. With this customer-centric service approach,
the support technician collaborates with the customer, with other de-
partments, and with partners to solve the problem quickly, efficiently,
and at a fraction of the cost of traditional methods. (Intermediate)
602: Proactive Contact Management
Strategies
Chris Farver, Principle Consultant, BMC
Is your support center bombarded with standard IT
requests as well as "service requests" such as new security access
requests, PC moves, and requirements for a new hire? Learn ways to
proactively reduce the reasons end users contact IT, solutions to give
end users more resources to resolve their problems, and better ways
of routing and handling contacts that must come to IT with a specific
focus on the service desk. (All Experience Levels)
603: Weighing the Strategic Options for
Outsourcing Success
Bob Barnes, Executive Director, Global Technology Services,
Global IT Security
How do you know which sourcing option is best for your organiza-
tion? What are the pros and cons associated with each option? This
session will help you better understand some of the benefits, risks, and
challenges associated with any modification of your support model.
(Intermediate/Advanced)
604: The Blade of Negotiation:
Cutting Through to Success
Deborah Monroe, President, Ignite Achievements Int’l
Most negotiation courses simply give you tips and tech-
niques. In this session, we will explore the underlying human motiva-
tors that make negotiating easy to understand and approach. Attend
this session and learn how to conduct a negotiation in such a way that
both parties feel valued and heard, resulting in a smoother, less chal-
lenging time at the table. (All Experience Levels)
605: Great Customer Service for the
Microwave Generation
Phil Gerbyshak, Social Media Strategist,
Make it Great Institute
In today’s microwave generation, people want things done faster and
faster, yet they still demand great customer service. How can you bal-
ance the need for now with the desire for a great experience? Join Phil
Gerbyshak as he shares simple tips and techniques for creating a great
customer service culture. (All Experience Levels)
“A must-do for any technical support professional–you won't regret it!”
:17
| Session Block Six
606: X + Y ÷ Boomer =
Balancing the Generation Equation
Dr. Amy Zehnder, Vice President and C4C Master Coach,
InsideOut Discovery Inc.
Cindy Coe, President and C4C Master Coach, InsideOut
Discovery Inc.
This session will examine generational behaviors and
attitudes from the perspectives of technology, society,
temperament (personality), collaboration, and leadership.
From beginning to end, this fun and interactive session will help you to
better understand generations and give you the tools and understand-
ing to work in a multigenerational organization more effectively and
efficiently. (All Experience Levels)
607: Categorical Chaos: Selecting a New
Taxonomy for the Service Desk
Gene Rogers, Six Sigma Master Black Belt, Baker Hughes
Incorporated
Every employee, sooner or later, calls the service desk, and the service
desk is literally the voice of IT to the rest of the company. This session
is the story of how Baker Hughes’s service desk created a new service
taxonomy, a logical classification system that was intuitive and could
deliver information that was both actionable and reliable.
(All Experience Levels)
608: Four Key Questions in Search
of Answers
Doug Whittle, Principal, Whittle Consulting Group
Every IT support manager wants the support center to be
perceived as mission critical, value-added, and strategic in focus. This
session will challenge you to seek the answers to four key questions
that, when answered, provide a template for reviewing everything you
do and ranking your services based upon your organization’s strategic
vision and direction. (Intermediate/Advanced)
609: You Call That a Report?
Lou Hunnebeck, Vice President, ITSM Vision and Strategy,
Third Sky, Inc.
We produce lots of what we call “reports,” when really
all we’ve presented is organized data. In this session, we will discuss
the nature of true reports and how they can be used to drive better
decision-making. We will review techniques for data analysis, inter-
pretation, and presentation, and present an improved approach that
makes reporting worth the effort. (Intermediate/Advanced)
610: Desktop Support 101: Staffing Levels
Phillip Kimball, IT Manager, University of Utah Hospital
Have you been asked to do more with less? Are you finding
it a challenge to calculate the appropriate number of desk-
top support staff required to meet specific SLAs for your organization?
Walk away from this session with practical tips and tools for calculating
desktop support staffing levels. (Intermediate/Advanced)
www.HDIConference.com | 877.707.5658

Session Block Seven | Friday, April 1, 9:00 AM – 10:00 AM
701: Measuring Success! How to Implement
IT Performance Management
Robert Ryan, Principal, IBM
In IT organizations, performance management involves the
application of organizational resources (i.e., people, process, meth-
ods, and technology) to define, measure, and adjust organizational
performance. IT organizations need a defined vision and strategy to
provide direction, identifying where they are going and how they will
get there. (Intermediate/Advanced)
702: In Pursuit of Customer Service
Excellence
Roy Atkinson, Senior Writer/Analyst, HDI
This session will provide a clear definition of what customer
service excellence really means. We will discuss the differences and
similarities between internal and external support organizations, iden-
tify ways to measure customer service excellence, and explore various
social media considerations and tools. You will come away from this
session with three things you can do immediately to begin your pursuit
of customer service excellence. (Fundamental)
703: Desktop Support Town
Hall Meeting
Earl Begley, HDI Desktop Support Advisory Board Chair
Join us for a town hall meeting on current trends in desk-
top support. A panel of desktop support practitioners from the HDI
Desktop Support Advisory Board will take your questions and discuss
topics ranging from metrics and staffing to processes and technology.
(All Experience Levels)
704: Question-ABLE Leadership
Kirk Weisler, Chief Morale Officer, Team Dynamics
Great leaders ask great questions, questions that invite,
instruct, and inspire. They invite us to consider our behavior
and our level of commitment, and they invite us to seek greater clarity,
understanding, and connection with our customers, our co-workers,
and our cause. What kind of a leader do you want to be? Do you want
to be a more question-ABLE leader? (All Experience Levels)
705: Managing Up: Key Techniques to
Working with Your Senior Manager
Julie Mohr, Principal Research Analyst and Author,
BlueprintAudits.com
Having a tough time working with your boss? What can you do to
work together to solve issues? This session will explore key techniques
and methods for working more successfully with your manager and
turning every interaction into a positive one. (All Experience Levels)
“By far the absolute BEST conference I've ever attended.
I will be joining HDI as a member and WILL BE BACK NEXT YEAR!”
www.HDIConference.com | 877.707.5658
:18
Strategy and Business Alignment
Support Essentials
Achieve Operational Excellence
Maximize Team Performance
706: Building a Resilient Workforce
Lea Brovedani, President, Sagacity Consulting
Resilient people are able to accept challenges and adapt to
new situations quickly. By becoming emotionally resil-
ient, they are able to recover from setbacks and handle any situation
without coming apart or having it negatively affect personal, customer,
or staff interactions. Join emotional intelligence expert Lea Brovedani
as she shows you how to build a resilient workforce and increase your
organization’s productivity and profitability. (All Experience Levels)
707: From Manual to Automated Root
Cause Analysis
Tony Di Perna, Supervisor, I/S Configuration Management,
Carnival Corporation
In this session, Tony Di Perna will explain how an organization that
does not have a formal RCA process/system can make use of existing
support systems, like incident management and change management,
to automate their RCA processes. He will provide samples of RCA met-
rics and aging reports and highlight the importance of using an RCA
process to identify recurring problems and resolutions.
(Intermediate)
708: Creating an Adaptive Virtual
Enterprise: Implications for Support
Organizations
Jack Wilson, Principal Consultant, Virtual Savant, LLC
The benefits of strategic desktop virtualization include increased flex-
ibility, security, and lower IT costs. Using the successful virtualization of
Amerisure Insurance’s IT organization as an example, Jack Wilson will
outline the implications of virtualization for support organizations and
guide your next steps. (All Experience Levels)
709: From Helpless Desk to
Super Service Desk
Bren Boddy-Thomas, Help Desk Manager,
Exchange Bank
Is your company asking you to “do more with less and you’re wor-
ried about staff burnout? Why not do more, provide value, and avoid
burnout? Join Bren Boddy-Thomas as she explains how she built one
of her company’s most valuable departments, the Super Service Desk.
(All Experience Levels)
710: Training Your Help Desk
Representatives for Success
Robert Robson, Manager – IT HelpDesk, Medrad, Inc.
Do you want to actively develop your employees’ careers?
Do you want them to enjoy their work? If so, then attend this session
and learn how developing your own internal training program can put
your employees on the path to success. (Fundamental)
 Metrics and Measurements
Service Management: Theory and Beyond
Create Customer Connections Friday, April 1, 10:15 AM – 11:15 AM
Optimize Performance through Technology
801: How Knowledge Management
Transformed the Boise State University
Service Desk
Shad Jessen, IT Communications Manager,
Boise State University,
Simon Yelsky, Vice President of Product Management and
Client Success, RightAnswers, Inc.
Developing a culture of knowledge in a university support
center environment requires a diverse set of tools, each
with unique features and functions. In this session, you will learn about
Boise State University’s experience developing and fostering a culture
of knowledge using RightAnswers, blogs, websites, and wikis to
transform service delivery and improve efficiencies.
(All Experience Levels)
802: The Impact of Trust on Performance
and Profitability
Lea Brovedani, President, Sagacity Consulting
One of the most important components of a healthy busi-
ness relationship is trust. When people trust, they listen more intently,
embrace suggestions more openly, and forgive more readily. When
trust is low, employees either quit or quit being productive and cus-
tomers take their business elsewhere. Emotional intelligence expert Lea
Brovedani shows you how to recognize trust issues and gives you the
tools to improve trust in yourself and within your organization.
(All Experience Levels)
803: Customer Service Jenga: Building and
Balancing the “Elite 8” of Customer Service
Matt Jury, Operations Manager, Customer Service
Department, Kentucky Department of Education
Winning a game of Jenga requires patience, skill, and balance, not
unlike building a reputation for great customer service. In this interac-
tive session, Matt Jury will discuss what he refers to as the “Elite 8” of
great customer service and the four keys to unlocking it: being consis-
tent, being proactive, making sacrifices, and having vision.
(Fundamental)
804: The State of Desktop Support: What
You Need to Know
Rick Joslin, Director of Certification and Training, HDI
As the desktop support community matures, HDI is com-
mitted to identifying best practices, standards, and benchmarks and
providing professional development opportunities to enhance the value
of these critical resources. Attend this session to learn more about the
processes, metrics, and technologies you need and how you can ben-
efit from recent advances in the desktop support community.
(All Experience Levels)
805: 21 Great, Unexpected Customer
Service Techniques
Nancy Friedman, President, Telephone Doctor, Inc
In a world where everyone seems to do the bare minimum
to get by, Nancy Friedman will show you how to go above and beyond
what “everyone else” does. Rise above that grey mass of average and
become an island of excellence in an ocean of mediocrity. (Fundamental)
:19
| Session Block Eight
806: Metrics and Measurement:
How Am I Really Doing?
Eddie Vidal, Manager, Enterprise Services Support,
University of Miami
We spend our whole lives being measured. Many measurements are
subjective, which can lead to differences of opinion. Using examples
taken from the metrics program he implemented at the University
of Miami, Eddie will share tips, tools, and templates for ranking your
analysts, securing analyst buy-in, implementing a monthly analyst
dashboard, and improving your organization’s quality of service.
(Fundamental)
807: Building an Effective Call-Routing Plan
Jay Minnucci, President, Service Agility
Menus are a constant source of frustration for customers
and skills-based routing seems to create more problems
than solves. In this interactive session, we will take a closer look at how
to get the best results from your call-routing system. With a few small
changes that don’t cost a dime, you can improve caller satisfaction and
reduce support costs. (Intermediate)
808: Getting the Right Players on Your Team
Mary Cruse, Director, Client Services-West,
Genzyme Genetics
Interviewing for customer service skills is tough. In this
working session, the audience will break up into networking teams
and identify questions that will help them build teams that have the
skills their organizations need. You will leave this session knowing
what kind of “star performers” you are looking for and a list of inter-
view questions for finding them. (All Experience Levels)
809: Mastering the Human Side
of Support
Katherine Lord, President, Lord Consulting
More often than not, the biggest roadblocks organizations
face relate to the people side of the “people, process, and technol-
ogy” equation. Many of these issues are amplified during times of
stress, pressure, and change, all valid challenges of the support center.
Learn key tactics for treating these “pain points” and getting the most
out of your support personnel! (All Experience Levels)
810: Swimming Together in the
Right Direction
Austin Bouthillier, Senior Director of Operations, Virtela
What makes one organization successful and while another
slips away? Customer service is the difference, and it’s a choice. In this
session, Austin Bouthillier will discuss the importance of awareness,
ownership, alignment, and communication to achieving the end game:
customer service excellence through leadership. (All Experience Levels)
www.HDIConference.com | 877.707.5658
The ultimate marketplace for comparing IT service and support
products and services.
Expo Hall Hours Launch Pad
Tuesday, March 29 | 6:00 PM – 8:00 PM Wednesday and Thursday during lunch
Wednesday, March 30 | 11:30 AM – 6:00 PM Get the sales pitch without the sales pressure! We’ve carved out a
Thursday, March 31 | 11:30 AM – 3:00 PM special area of the Expo Hall where attendees like you can have a seat
and watch 20-minute product demonstrations in a group setting. The
Kick-off Welcome Reception schedule of demonstrations will be posted by the launch pad for your
Tuesday, March 29 | 6:00 PM – 8:00 PM convenience.
A networking event that makes you feel like part of the team! At the
Expo Hall, education and entertainment come together in this lively Free Expo Pass
networking mixer where you can connect with your peers while scout- Request your free "Expo Hall Only" pass at www.HDIConference.com
ing leading-edge tools and service providers. or call 877.707.5658. This pass does not include access to other event
sessions, meals, parties, networking activities, or keynote speakers.
Expo Hall Prize Giveaway
Thursday, March 31 | 2:00 PM – 2:30 PM
One of the most exciting, edge-of-your-seat experiences at the confer-
ence! Visit key exhibitors in the Expo Hall to be eligible to win dozens
of valuable prizes.

Exhibitor and
Sponsorship Opportunities
Contact: Heidi Cummings
Advertising Sales Manager
hcummings@ThinkHDI.com | 719.268.0339

www.HDIConference.com | 877.707.5658
:20
Exhibiting Solution Providers
itSMFUSA
CONNECT. LEARN. GROW.

Hitachi ID Systems, Inc.

A QUEST SOFTWARE COMPANY

pchelps TM
yurbi
bring your data to life

As of January 2011

www.HDIConference.com | 877.707.5658
:21
Registration Information

PACKAGE ONE
1 PACKAGE ONE PACKAGE TWO
2 PACKAGE TWO
Conference & Expo Package Executive Connections Package
$1,795 | HDI Members $1,595 $2,195 | HDI Members $1,995
■ More than eighty content-rich breakout sessions.
■ Breakfast with Champions – Two expert panels discuss the Behind every winning team is an exceptional coach. This special
myths, miracles, and mayhem perpetuated by industry innova- package, limited to 100 senior directors and executives, facilitates
tors and imitators. high-level, strategic discussions addressing industry trends.
■ Six thought-provoking keynote speakers. Renowned industry expert Malcolm Fry will host in-depth discussions
■ Breakfast Briefings – Grab a bowl of Wheaties, choose your on these topics during the private breakfast and lunch roundtables:
topic, and listen to industry experts.
Self-service – Customers expect more choices and flexibility to
■ Books and Breakfast – Insightful and inspirational books that
solve their problems on their own time, 24×7. Discuss multichannel
will encourage you to overcome your toughest obstacles.
support strategies – how they can reduce costs and improve service.
■ Conference and industry resources:
Mobile devices – Customers are working around the clock, around
A CD with speaker handouts and presentations for
the world, and using a tremendous variety of personal technology
each session
(e.g., iPads, Droids, etc.) to do so. What is the impact support
A Program & Exhibitors Guide
services?
A conference bookstore stocked with industry products and
publications Virtual Desktop Integration (VDI) – Discuss techniques for
separating the personal computer desktop environment from a
Expo Hall Activities physical machine using a client-server computing model.
■ Expo Hall – Visit this interactive, action-packed hall featuring
Financial/ROI – Learn how others demonstrate a support
leading providers of IT service and technical support technolo-
organization’s value to the business. Share financial strategies,
gies, products, and services.
business cases, and various financial models for support.
■ Launch Pad – Vendors take the stage for product launches and
demonstrations. Shift of power from IT to the business – There is a dramatic
■ Prize Giveaway – Join us as we raffle off valuable gifts provided change happening: the business is taking control of IT resources.
by our vendors. How are your peers planning for the new role of IT?

Networking and Social Activities
■ Conference Maximizer – Build a playbook for getting the most
out of your conference experience.
■ Kick-off Reception – Connect with your peers while scouting
leading- edge tools and service providers in the Expo Hall.
■ MVP Conference Party – Step across the velvet rope and cel-
ebrate your status as an MVP.
■ Three breakfasts, two lunches, and regular beverage breaks.
Includes all Conference & Expo Package amenities, plus:
■ An exclusive VIP executive reception on Tuesday evening.
■ Facilitated roundtable discussions and networking with industry
experts.
■ Private, seated breakfasts and lunches
■ Access to premium, reserved seating at all general sessions.

CONFERENCE DISCOUNTS
HDI Conference Alumni Team Discount
Receive an additional $100 off Conference & Expo and Executive
Connections packages. (Not valid on pre-conference workshop
Buy five conference registrations, get
the sixth free! To register large groups,
SAVE
registrations.) please call the HDI Customer Care UP TO
HDI Members (Silver and above)
Center at 877.707.5658.
$1,795
Receive $200 off Conference & Expo and Executive Connections pack-
ages, plus $100 off two- and three-day pre-conference workshops.

Cancellation Policy
All cancellations must be made in writing. You may cancel without penalty until February 14, 2011, after which a $150 cancellation fee will be charged. No-shows
and cancellations after March 14, 2011, will be charged the full conference rate. Cancellation policy applies to both conference and pre-conference workshop
registrations.

www.HDIConference.com | 877.707.5658
:22
 March 29 – April 1, 2011 Registration Form
The Palazzo at The Venetian Please supply all information
Las Vegas, NV requested.

Personal Information [PLEASE PRINT]

How to Register
FIRST NAME LAST NAME 1. Register online at
www.HDIConference.com
JOB TITLE COMPANY
2. Call 877.707.5658
ADDRESS
3. Fax this form to 719.268.0184
CITY STATE/PROVINCE
4. Mail this form to:
ZIP / POSTAL CODE COUNTRY HDI
102 South Tejon Street, Suite 1200
E-MAIL ADDRESS
Colorado Springs, CO 80903
TELEPHONE CELL [OPTIONAL]

With an HDI Silver or above membership, save $200 off conference registration, $100 off 2- and 3-day workshops. Use member price on this form.

FREE One-Day Pre-Con Early Bird Standard Pricing Amount

Conference Registration
Register by December 10 Register by January 28 January 29 – March 29 Due
HDI Member HDI Member HDI Member
Price Price Price
Price** Price** Price**
Conference & Expo Package $1,595* $1,395* $1,595 $1,395 $1,795 $1,595
Executive Connections Package $1,995* $1,795* $1,995 $1,795 $2,195 $1,995
Expo Only Pass Free Free Free Free Free Free
Alumni Discount: I am an HDI Conference Alumni [subtract $100] –
I am an HDI Silver member or above I would like a Silver membership [add $165] +
*One-day workshop are free when combined with a conference package and purchased prior to December 10, 2010. One-day workshops are $395
if purchased as a stand-alone workshops. **Member discount requires HDI Silver membership or above.

HDI Member
Payment Method Pre-Conference Workshops Price
Price**
Check (payable to HDI) Bill Me Pre-1: HDI Support Center Director $2,895 $2,795
Please charge my:
Pre-2: HDI Support Center Manager $1,895 $1,795
VISA MasterCard AMEX Discover
Pre-3: Knowledge Management Foundations: KCSTM Principles $1,595 $1,495
Card # ________________________________________
Pre-4: HDI Desktop Support Manager $1,895 $1,795
Exp. Date: ____________
Pre-5: HDI Support Center Team Lead $1,595 $1,495
Signature: _____________________________________
Pre-6: HDI Support Center Analyst $1,395 $1,295
Print name as it appears on card:
Pre-7: Service Management Essentials $1,595 $1,495
_______________________________________________

All cancellations must be made in writing. You Pre-8: HDI Desktop Support Technician $1,395 $1,295
may cancel without penalty until February 14,
2011, after which a $150 cancellation fee will be One-Day Workshops — FREE* before December 10, 2010
$395* $395*
charged. No-shows and cancellations after March Pre-9 Pre-10 Pre-11 Pre-12 Pre-13
14, 2011, will be charged the full conference rate.
Cancellation policy applies to both conference
and pre-conference workshop registrations. Team Discount: Buy 5, Get 6th FREE! Call 877.707.5658 for group registration. Total Due

Professional Information [MUST BE COMPLETED TO PROCESS YOUR REGISTRATION AND CREATE YOUR EVENT BADGE]
Level of Responsibility Product Interest Annual Company IT Budget Industry
C-Level Manager Chat SaaS $50,000-$500,000 Advertising Government – Other
President Supervisor Cloud computing Security software/systems/tools $500,001-$5,000,000 Aerospace Government – State
Vice President Staff Communications services Self-diagnosing/self-healing $5,000,001-$20,000,000 Agriculture/Natural Resources Healthcare
Executive Other Computer hardware systems $20,000,001+ Automotive Hospitality – Restaurants,
Director Consulting Self-service tools Chemical/Biotechnical Hotels, etc.
Type of Support Provided
Customer relationship Service management systems Computers – Hardware Insurance
Purchase Role Internal Only – for company
management systems (CRM) Software distribution systems Computers – Software Legal
Approve purchases employees
Data center Software imagining systems Communications Manufacturing (non-computer)
Recommend solutions External Only – for customers
Disaster recovery Software licensing Construction New Media/Publishing
Specify/define needs Blended – both employees
communication software Storage Consulting Nonprofit/Association
No involvement and customers
Headsets (wired/wireless) Telecommunications Consumer Products Outsourced Service Provider
Company size IT/network management Training Number of IT service and Distribution Pharmaceutical
1-50 2,001-5,000 Outsourcing VoIP & unified communications support staff Education Retail
51-100 5,001-10,000 Password reset tools Wireless devices 1-3 51-100 Entertainment Telecom
101-500 10,001-20,000 PC tune-up tools Workforce/performance 4-10 101-500 Financial Services – Banking Travel/Tourism
501-1,000 20,001-50,000 Quality assurance systems management systems/tools 11-20 501-5,000 Financial Services – Insurance Transportation
1,001-2,000 50,001+ Remote control/monitoring 21-50 5,001+ Financial Services – Securities Utilities/Energy
Government – Federal Other: _______________________

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 PRSRT STD
U.S. POSTAGE
PAID
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102 South Tejon Street, Suite 1200

Colorado Springs, CO 80903

21st Annual World Conference for IT Service and Technical Support

Strategy and Business Alignment

Support Essentials
Achieve Operational Excellence
Maximize Team Performance
Metrics and Measurements
Service Management: Theory and Beyond
Create Customer Connections
Optimize Performance
Through Technology

www.HDIConference.com | 877.707.5658