Another Week of Forum Meetings in Charleston, SC
We had another great week of Forum meetings! The following HDI Forum groups met June 9-12, 2008 in Charleston, SC:
With all these groups combined, we had about 50 people attend this week's HDI Forum meetings.
Each group chooses their own topics for each meeting, which allows each Industry or Topic-Specific Forum group to really discuss topics that are important to them and their organization. This week's meetings lead to some great discussion on a wide variety of topics.
The HDI Retail Forum group discussed the following topics:
- Implementing Knowledge Management
- Self-Service Best Practices
- Staffing Models
- Trends and What's on the Horizon for Support
The HDI Insurance Forum group discussed these topics:
- ITIL Implementation: A Discussion on Core ITIL Processes and What is Different in ITIL V3
- Merger/Acquisition Support Strategy
- Help Desk Consolidation
- Remote User Support
The HDI Support Center Leadership Forum group discussed the following:
- Customer Satisfaction Processes/Feedback Methods
- This group also took some time to share their processes and procedures amongst the group. HDI representative Rick Joslin facilitated a round table style dialogue on best practices for processes and procedures. The group discussed what has worked and what has not worked in their environments.
The HDI ITIL Implementation Forum groups discussed:
- Developing a Return on Investment (ROI) analysis for our ITIL initiatives - Gaining Executive Buy-in by Speaking their Language
- Creating an ITIL Roadmap; including where to start, what process areas to focus on first/next, creating a project plan, reasonable timeframes to implement a process, and what to do if you project stalls
- This group also continued working on their individual action plans to keep them on track upon their return to the office
If the HDI Forums sound interesting to you, please learn more about the Forums by contacting me at 719-268-0338 or via email at lcook@thinkhdi.com.
Nice blogging with you...
Leslie Cook, HDI Forum Program Manager
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