In this session, attendees will learn how to: Improve end-user satisfaction (employees and customers) by providing instant access to available services, self-service tools, and status updates for service requests. Appease your CIO with instant access to real-time performance dashboards, emergency change requests, and customer satisfaction ratings. Free IT support staff from their desk, allowing them to manage their entire workflows from their smart phone or tablet. Give your Help Desk team the power to demonstrate the value they bring to organization.

1. South Florida HDI Event:
IT Service Support Goes Mobile
South Florida HDI Chapter
May 9, 2013
www.soflahdi.com

2. Agenda
• 5:00 – 5:30PM Networking & Registration
5:30 – 5:45 HDI News & Updates
• 5:45 – 6:45 Matt Neigh – Cherwell Software
• 6:45 – 7:00 Q & A, Wrap up and Raffle
• 7:00 – 8:30 Happy Hour
www.soflahdi.com

3. Thank you to our Sponsors!

4. HDI Team Certified
• New level of recognition for support
teams with at least 80% of staff HDI-
certified
• Annual award includes recognition in
HDI publications and a crystal award to
display on-site
• Application fee of $150 (collected after
team qualification has been verified)
• Register at ThinkHDI.com/HDITC
– Contact your account manager or the
Customer Care Center for assistance
• Watch for more information in
upcoming mail, newsletters, and emails

5. HDI 2013 – A Digital Experience
• HDI 2013 – A Digital Experience is an award-winning free event that
you help create! Earn your license to learn at this engaging event
featuring top-rated sessions and speakers from the HDI 2013
Conference & Expo in Las Vegas.
• Mark your calendars now to join a global audience for HDI's second
annual digital experience—an interactive industry event!
• Bring your whole team for a day filled with teambuilding activities,
networking, and opportunities to ear fabulous prizes.
Tuesday, May 21, 2013 | 8:00 a.m. - 5:30 p.m. Eastern
www.ThinkHDI.com/DigitalEvent

6. FUSION 13 Conference
• itSMF USA and HDI’s annual event kicks off this
year in Nashville, TN, from October 20–23!
• FUSION 13 features fantastic pre-conference workshops,
incredible keynote speakers, spectacular networking
opportunities, and super informational sessions
Register by June 7 to save up to $500: SMFUSION13.com
Early Bird Discount $200
Alumni Discount $100
Member Discount (Gold and above) $200
Save $500

7. What’s coming in 2013
September 16, 2013
Malcolm Fry
Power of Quality Tour
What You Will Learn
• Balance quality, performance, and cost
• Create sensible Service Acceptance processes; service pipeline, service catalog and
service retired
• Build a quality improvement initiative
• Delegate incidents rather than escalate incidents
• Build a quality focused training plan
• Work with other key ITSM units to improve quality; Service Desk, Problem, Incident,
Change,
• Request and Asset Management
www.soflahdi.com

8. Introduction to HDI vChapter?
• A virtual local chapter with members
from all over the world
– Don’t have a local chapter in your area –
join the vChapter
– Live in an international country – join the
vChapter
– Regularly participate in your physical local
chapter meetings, but want a
complementary opportunity to network
with other professionals outside your
geographic area – join the vChapter
• Network with peers, share experiences
and grow career success in a virtual
environment
• Gain a sense of community by interacting
with others through chat groups, polls,
and even audio connections, just virtually!
• HDI vChapter meetings include content rich,
informative and extremely valuable
programs lead by subject matter experts
– July 16: Revolutionize, Revitalize, and
Reengergize Your Teams and Your Services,
with Gregg Gregory
– October 15: The New Job of ITSM Leaders
• Connect with the HDI vChapter:
– Web Site: http://hdivchapter.com – Coming
soon!
– Facebook:
https://www.facebook.com/#!/HdiVChapter
– Twitter: @HDIvChapter
– Email: president@hdivchapter.com

9. Exciting Things are Happening at HDI
• Same great HDI, but a brand new membership
model!
• You spoke, we listened:
– After considerable research, HDI has aligned and
expanded benefits, and renamed levels to better suit
the needs of our members
• Current members, don’t fret! Keep your current
membership until it expires, or convert to the
new model
Learn more: www.ThinkHDI.com/HDIMembership,
or call us at 800-248-5667

10. Local Chapter Membership
Focus Book Series and Annual
Practice and Salary Report
$75$240 Value
$79
$1000+
Online resources, webinars,
Research Corner, whitepapers…
Conferences, events and
Training discounts
$300+
$165
$100 (only for today)
Contact Tony Di Perna at membership@soflahdi.com

11. CIO Value Prop: Creating Actionable Awareness
Empowering informed decisions by sharing knowledge, relationships and experiences
RELATIONSHIPS
EXPERIENCES
KNOWLEDGE
Expand your network of peers
and industry colleagues; take
advantage of others
perspectives and experience.
Access to a substantial repository
of information, best practices, the
latest industry trends (Yearly
Practices & Salary) and training.
HDI Buyer’s Guide, aimed at
helping guide products and
services to the people who
need them.
Case Studies and timely topical
discussions delivered through
regular newsletters, meetings,
webinars and conferences.
Strengthen internal team
collaboration through
membership and participation
in a common organization
www.soflahdi.com

12. South Florida HDI
Thanks go to the following
• Tony Di Perna – VP of Membership
• Yleana Franco – VP of Sponsorship
• Eddy Fuente – VP of Finance
• Donnie Herrera – VP of Programs
• Albert Noa – Strategic Advisor
• Frank Ortiz – Leadership Council
• Stephanie Santiago – VP of Communications

13. Volunteer?
Contact Eddie Vidal at president@soflahdi.com

14. Matt Neigh
As Cherwell Software’s technology evangelist, Matthew works closely
with existing customers and industry peers to understand how ITSM
software solutions are currently being utilized, to explore how customer
behavior is driving innovation, and to discover how emerging trends
might impact service delivery. Matthew boasts extensive experience with
integrating service management solutions into organizations of various
sizes and industries. He has traveled to more than 50 countries around
the globe speaking, training, and consulting on topics ranging from inter-
personal relationships to cross-cultural adjustment to ITSM practices.
Matthew is also a popular speaker at HDI, PinkElephant, and itSMF
events.

15. Matt Neigh
Cherwell Technology Evangelist
Cherwell Software

16. Employee

17. Discuss
How is instant access and
mobile devices changing
the way your IT engages
employees/customers?

18. Employee BYOD

19. IT has to Support?

20. Transparent IT

21. Imagine
Your organization is going to
use Twitter as a means of
communicating. What
would that look like?

22. Monday Morning
• Consider a plan to get your Service
Desk up to speed on Mobile Devices
(or at least know where to look).
• What is data/reports your constituents
are constantly asking for? Consider
how to make those readily available.

23. C-Level

24. Discuss
How is instant access and
mobile devices changing
the way your IT engages the
C-level or V-level?

25. Dashboards

26. Imagine
Your C-level wants instant
access to metrics in IT. How
could you facilitate that?

27. Monday Morning
• Consider ways you can make decisions
C-level needs to make regarding IT
more readily available
• What is data/reports your C-level are
constantly asking for? Consider how to
make those readily available.

28. Discuss
How is instant access and
mobile devices changing
the way your IT Department
engages your organization?

29. IT Department

30. Ban BYOD

31. Time Wasters

32. Remember the 90’s?

33. Automate Process or Keep Manual?

34. Take Advantage of Mobile

35. Imagine
Your IT is using mobile
devices to handle service
calls. What are some ways
they could provide better
customer service?

36. Monday Morning
• Consider ways you BYOD can help IT more
effectively deal with issues.
• What processes are you doing manually that
you could be automating?
• What features are available on a mobile
device that your team could start using?

37. Volunteer?
Contact Eddie Vidal at president@soflahdi.com

38. 57 Fans
65 Members
180 Members
226 Followers
2800 Emails
882 Contacts
Please Join our Social Media Sites
https://www.facebook.com/soflahdi @HDI_So_Florida

39. Closing & Raffle
• Additional Networking
Happy Hour Location
Carolina Ale House
8669 NW 36 Street, Doral, Florida 33166
• Next Meeting June 6, 2013
• What’s In Your Service Catalog
– A joint South Florida HDI/itSMF South Florida LIG event
• Please complete our Survey