Sept2007  Hdi Exec Panel2007
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Sept2007 Hdi Exec Panel2007



HDI Motown

HDI Motown



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Sept2007 Hdi Exec Panel2007 Presentation Transcript

  • 1. 4 th Annual HDI Motown Executive Panel Sponsored By Robert Half Technology
  • 2.
    • David Doney, Blue Cross Blue Shield
    • Jeff Ruffini, Tech Team Global
    • Jaehee Ahn, Credit Acceptance
    • Ilene Lanfear, Taubman Company
    • Jeff Christofis, Kelly Services
    • Patti Howland, DewPoint
  • 3.
    • Questions provided in advance by members
    • Our emcee will select a panelist to begin each discussion
    • Other panelists can provide their input at any time
    • 5 minute time limit per question to ensure we can cover all questions
    • The panel will field live questions from the audience, if time permits.
  • 4.
    • How would you rate the maturity of your support organization in terms of metrics and process/procedures?
    • How are you showing the value of IT to your business/customer(s)? Do you feel that you are aligned?
    • From what resources do you seek guidance on technology and/or IT practices? Gartner? HDI? How does this information guide your business decisions?
  • 5.
    • What quality control practices does you organization follow?
    • Does your company have a formal career path for IT Support Professionals? Does it work?
    • How often do you report service metrics and to whom?
    • By what key metrics is your support staff measured?
  • 6.
    • How have you determined staffing levels for your organization?
    • How do you control employee burnout? Is this a problem in your organization?
    • How do you measure customer satisfaction? Is this metric important to your organization?
  • 7.
    • What can/do you do to facilitate/control how new technology gets implemented?
    • How does your organization handle access control? Is this task assigned to one team or are multiple areas responsible?
  • 8.
    • See you in 15 minutes!
    4 th Annual HDI Motown Executive Panel Sponsored By Robert Half Technology
  • 9.
    • What is your organization’s top goal for 2007/2008?
    • What do you foresee as the toughest issue you will encounter in the next year?
    • Do you foresee any significant staffing changes for your organization over the next 1-3 years?
  • 10.
    • How do you see professional organizations like HDI and the ITSMF helping you achieve your long term goals?
    • What are your thoughts on obtaining HDI (or other) technical and non-technical certifications for your staff?
  • 11.
    • What is your organization's plan for ITIL (IT Infrastructure Library)? Is it implemented already? If so, which processes have been adopted?
    • Does your organization have an ITIL-based service catalog? If so, how was it organized and how it is maintained?
  • 12.
    • What technology (or other influence) do you foresee creating the next challenge for IT Support?
    • What is the toughest challenge that you have overcome in the past 12 months?
  • 13.  
  • 14.  
  • 15.
    • “ Leveraging Cultural Understanding with Global Customers” Phil Verghis – Author, Industry Expert, and Leader
      • Date: 10/18/07
        • Note: on the 3rd Thursday, not the 2nd
      • Location: TechTeam, Southfield
  • 16.
    • HDI Motown Sponsored ITIL Foundations V3 Class
      • October 24-26, 2007 (Wednesday – Friday)
      • Location TBD
      • $225/student for HDI Members $335/student for Non-Members (includes Silver HDI Membership)
      • Note: For companies sending more than 2 students, there will be $25 additional charge per student Payment deadline: October 12, 2007 (Checks only)
    • Signup online
  • 17.
    • It is time for the HDI Analyst of the Year competition.
    • Download the applications forms on our website
    • Submission deadline is November 9, 2007
    • Global Sponsor: Robert Half Technology
  • 18.  
  • 19.
    • The Scoop”
      • New monthly newsletter about customer satisfaction
        • Monthly tips on improving customer satisfaction
      • Authored by Jenny Rains, HDI Research Analyst
      • Check out the new site on HDI’s website
      • If you have a customer satisfaction story…good or bad, submit it to Jenny
        • Stories can be 10 sentences or 3 pages…up to you!
        • Compiling stories for a future Focus Book – no date set for this yet!
  • 20.
    • “ new” HDI website
      • Coming Soon
      • Watch for HDI communications announcing roll out
        • Homepage will have a new look and feel
        • New search function
  • 21.
    • Please turn in a survey. We greatly appreciate your feedback…
    Reminder: Next Meeting Thursday, October 18 Speaker: Phil Verghis More information at