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					 The Value
    Of
A Community
  Our HDI Community,
       where….
Coming together is a beginning,
 Keeping together is progress,
 Working together is a success!
                           Who is HDI?
• HDI is the world’s largest association for the support professional
• HDI began in 1989 by Ron Muns, CEO & Founder
• HDI Partner Offices are located in Japan, Brazil, Nordic, Middle East
• HDI has over 7,000 members globally
    •With over 5,000 members in North and South America
    •A single membership represents an average of 35 support
    professionals
                         Who is HDI?
• Headquarters located in Colorado Springs, CO
• 60 local chapters throughout US & Canada
• January 2008:
    HDI was purchased by United Business Media (UBM)
      • sister companies with:
           ICMI (International Customer Management Institute)
                     Mission
To lead and promote support professionals by empowering
     its members through access to timely and valuable
 industry information, encouraging member collaboration,
    and establishing open standards, globally recognized
             certification and training programs
         Who does HDI support?
• Support Professionals
   •Managers
   •Analysts

• C-level
• Vendors
• Analysts and Industry experts
   •Consultants, media, etc.
 Changes at HDI



1989-1998   1998-2003




              2004-
2003-2004
    Benefits
of Belonging to
 a Community
A Community offers…

 …Attaining together what no one
 person or organization could do
 alone!
Professionals…
  • Doctors
      AMA

  • Lawyers
      American Bar Association

  • Professional Speakers
      National Speakers Organization

  • Support Professionals …
Your Professional Community …

               …
What HDI offers…
    • Membership
    • Networking
    • Conferences & events
    • Certification & Training
    • Industry resources
    • Research
Membership Packages
 • Platinum Plus with CSI -- $3,490
 • Platinum Plus -- $1,495
 • Platinum -- $595
 • Gold -- $395
 • Silver -- $150
 • Bronze -- $75
 • Corporate
     done on an individual basis
Members
 • 6% Platinum Plus
 • 18% Platinum
 • 11% Plus Gold
 • 17% Gold
 • 34% Silver
 • 5% Bronze
 • 2% Corporate
 • 6% Local Chapter Officers
 • 1% VIPs
 Networking
    and
Communication
      Strategic Advisory Board                     Member Advisory Board



The Strategic Advisory Board will discuss     The Member Advisory Board provides
industry trends and directions and assist   HDI with informed recommendations and
HDI in documenting and communicating         advice that will allow the association to
these industry trends to the membership      better serve and facilitate bi-directional
        and the industry at large.           communications with its members and
                                                          local chapters.
                     Strategic Advisory Board – 2009



 Rick Joslin – HDI                                                        Rich Hand -- HDI               Bob Last – HDI               Sophie Klossner – HDI
                                        Craig Baxter -- HDI




                                                                                                                     Helen DiCesare
 Ed Bano                 Drew Jaehnig           Charles McCann            Mark Templeton         Allison Holness     Chemtura               John Coles
 Navy Exchange           Joint Ops              Oklahoma State Univ.      Halliburton            Scotiabank                                 Dell (US)




Mark Taylor
Digitas                 Debra Denzer               Brian Flagg         John LaFalce          Dan Wilson --           John Migliazza           John Custy
                        Northwest Airlines         Target Corp.        Ball Aerospace &      Member Advisory         Technisource             JPC Group
                                                                       Technologies          Board Chairman
                                                                                             Volkswagen Of
                                                                                             America




           Lynne Hart
           Enterprise Rent-a-Car
    Member Advisory Board – 2009-2010



                              LeeAnn McBride                 Dan Wilson
   Rich Hand -- HDI           Past Chairman                  Chairman                        Darien Chimoff            Sophie Klossner - HDI
                                                                                             Chair-Elect




                                                                                                   Yvonne Harrison               Phil Gerbyshak
Marie Clark             Darien Chimoff          Dana Olson                Joy Wegner               Canadian                      Mid West
Northeast               Southeast               Central                   Western




                                  Bren Boddy-Thomas                        Ron Kibbe                           Cynthia Monroe
      Jeff Brooks                 Member At Large                          Member At Large                     Member At Large
      Member at Large
Local Chapters
                 Local Chapter Regions and Regional Directors
                                    Canadian Region
                                    Yvonne Harrison
                                    British Columbia            Ontario
                                    Saskatchewan                  Quebec
                                    Alberta                       Manitoba
Western Region
Joy Wegner                                       Midwest Region
                                                                                           Northeastern Region
California                                       Phil Gerbyshak
                                                                                           Marie Clark
Hawaii                                           North Dakota
                         Central Region                                                    Maine
Alaska                                           South Dakota
                         Dana Olson                                                        Vermont
Washington                                       Minnesota
                         Montana                                                           New Hampshire
Oregon                                           Iowa
                         Wyoming                                                           Massachusetts
Idaho                                            Wisconsin
                         Colorado                                                          New York
Utah                                             Illinois
                         Texas                                                             Rhode Island
Nevada                                           Michigan
                         Nebraska                                                          Connecticut
New Mexico                                       Indiana               Southeastern
                         Kansas                                                            Eastern PA
                                                 Ohio                  Region
Arizona                                                                                    New Jersey
                         Oklahoma
                                                 Kentucky              Darien Chimoff
                         Missouri                                                          Delaware
                                                 Western PA            Florida
                                                                                           Washington DC
                                                                       Mississippi
                                                                                           Maryland
                                                                       Louisiana
                                                                                           West Virginia
                                                                       Alabama
                                                                                           Northern Virginia
                                                                       Georgia
                                                                       Tennessee
                                                                       Arkansas
                                                                       North Carolina
                                                                       South Carolina
                                                                       Southern Virginia
             Local Chapters

Chapters provide a forum for you and your peers to:
   • Exchange ideas
   • Draw on the expertise of industry experts
   • Share information on industry trends and events
   • Network
   • Career enhancement
           Recognizing Excellence


                       TECO Energy
                       Internal Winner 2009




Minaz Jiwa                                    Perot Systems
Winner 2009                                   External Winner 2009
Help Desk BC
Vancouver, BC
Conferences
   and
  Events
HDI Annual Conference & Expo
  • Industry’s leading conference
     • 20 years -- 2009

  • Speakers are industry experts, analysts
  • Attendees are a blend:
     • Practitioners
     • Executives
     • Media analysts
     • Vendors
     • 70% are HDI members
HDI Annual Conference & Expo




   Las Vegas -- 2009
    HDI 2010
Conference & Expo
    March 16-19, 2010
Rosen Shingle Creek Resort
       Orlando, FL
Certification
    and
  Training
• Individual Certifications
  –   Customer Service Representative
  –   Support Center Analyst
  –   Support Center Team Lead
  –   Support Center Manager
  –   Support Center Director


• Additional Offerings
  – Knowledge Management
    Foundations: KCS Principles
  – ITIL Foundations
  – ITIL Lite
  – Sarbanes-Oxley
  Industry
Resources and
  Research
• White papers – online
• Member Toolbox – templates, guides, directions, formulas, etc.
• Industry Insider eNewsletter
• SPIN -- Support Professionals Information Network
• Focus books -- quarterly
• Metrics Reference Guide – bi-monthly
• SupportWorld Magazine -- bi-monthly
          SPIN – Support Professionals Information Network

 Regularly scheduled, content-rich web seminars at no cost to HDI members
  (Silver level membership or above is required)

 Keep IT professionals on the cutting-edge of new industry trends, and up-to-date on
the latest best practices and issues in the support center

 Browse the archive for flexible, self-paced viewing
• Some of theTopics:
         •   Culture Building – Kirk Weisler
         •   ITIL Overview – George Spalding
         •   ITIL specific to service desk – Malcolm Fry & Ron Muns
         •   Technology Integration – Mark Ellis
         •   Self-Service Automation – David Kay
         •   Best Practices of the Efficient Support Organization – Pat Albright
         •   Knowledge Management – Rick Joslin
         •   Change Management – Doug Whittle
         •   …..Just to name a few!!!!
           Making Connections

HDI provides you with the opportunities to make
connections and build relationships:
        Membership

            Conferences

                   Local Chapters
Thank you!
      Questions?
       Contact:
    Sophie Klossner
         HDI
sklossner@thinkhdi.com
    800-248-5667
Check out HDI’s website
  www.thinkhdi.com

				
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