Sept2007 Hdi Exec Panel2007

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Sept2007 Hdi Exec Panel2007

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

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