hdi2005blog

Wrapping up HDi 2005

Following the most exciting HDI Conference party ever, featuring Jay Leno, the last day of HDI 2005 offered attendees two dozen breakout sessions on topics such as web self-service, extended provisioning, peer support, metrics, bringing outsourced support back in-house and the future of mobility.

The Executive Discovers met at breakfast to discuss IT governance; the last session of No SPLAT! Zone participants met to discuss how to take their ideas and learnings back to their support organizations and the each of the Vertical Visions groups met for their wrap-up “Open Door” sessions.

In the final general session, the 2005 HDI Team Excellence Award for External Support was presented to CompuCom. “We at CompuCom are honored to receive the 2005 HDI Team Excellence Award for External Support. Given the rigorous criteria by which candidates are reviewed, this award is a testament of our dedication to quality and our pursuit of excellence in client satisfaction. We respectfully thank our clients, our help desk team, and the HDI judges,” said John McKenna, senior vice president of Services, CompuCom.

The final keynote was presented by artist and innovator, Erik Wahl, who shared “The Art of the Vision” with HDI 2005 attendees, using his spectacular paintings as a visual metaphor to create a vision for success strategies!

Day 3 Opens with Awards

The third day of the HDI Annual Conference & Expo began with the presentation of the HDI Internal Team Excellence Awards, which were presented by HDI’s Sophie Klossner.

“These organizations represent the best of the best,” she said as she announced the 2005 finalists: American Honda Motor Company and Verizon Wireless, and the winner, Sutter Health. “Thank you to HDI for continuing to raise the bar and encouraging us to succeed every day,” said the spokesperson from Sutter Health as she accepted the prestigious award.

Continue reading "Day 3 Opens with Awards"

RightAnswers Makes Several Announcements

RightAnswers, LLC, a knowledge solution provider and recognized leader in the technical support knowledge base market, made several announcements at HDI2005.

• The general availability of a white paper focused on self-service. The white paper, entitled, "Making Self-Service Work: the Critical Role of Content" covers an array of topics dealing with the emergence of self-service. White paper highlights include the benefits of self-service for users and for business, market trends, emerging requirements and solutions, the critical role of content, best practices, the RightAnswers approach to self-service, and many more.

Continue reading "RightAnswers Makes Several Announcements"

Invoq Systems at HDI2005

Invoq Systems, Inc™, the leading provider of Interactive Alerting applications, announced that Invoq was named a recipient of the HP OpenView Achiever's Award, which recognizes outstanding joint partner success. The AlarmPoint® product suite enables global enterprises to manage large IT infrastructures with fewer resources, increased effectiveness, and greater reliability.

"We are delighted with this partner recognition. HP continues to be an outstanding partner to work with," said Troy McAlpin, CEO, Invoq Systems. "This award is the culmination of five years of work between both companies. The result is a leading solution to the service management industry's desire to increase services, align services with business processes and mitigate the effect of critical events on IT infrastructures. Our partnership with HP is growing daily on a worldwide basis."

Invoq Systems alsoannounced the release of a study on IT Service Event Resolution and the role of interactive alerting as a critical component of an effective resolution strategy.  Invoq surveyed companies with more than 1,000 employees.  The study found that 86% of respondents rated their company’s event resolution processes for IT events as “Inadequate”.

Continue reading "Invoq Systems at HDI2005"

Peregrine Systems® Offers Insights into How CMDB Can Maximize the Performance of IT

Peregrine Systems, Inc. (OTC: PRGN), a leading provider of asset and service management software solutions, shared its thought leadership and technology insights into Active CMDB (configuration management database) capabilities.

Continue reading "Peregrine Systems® Offers Insights into How CMDB Can Maximize the Performance of IT"

Syberfix Solutions™ Releases New Software Product Line

Syberfix™ Professional Support Suite™ is innovative software that allows support organizations anywhere in the world to manage all aspects of technical support with an easy, affordable, support infrastructure. With this program, organizations have access to more than 15 essential support resolution tools as well as a collection of customized features that enhances a helpdesk's ability to provide efficient, secure computer support.

Continue reading "Syberfix Solutions™ Releases New Software Product Line"

NLayers Showcases its Discovery Solution

nLayers, the leader in real-time discovery and resource optimization, presented its best-of-breed discovery solution, nLayers InSight, at HDI 2005: the 16th Annual HDI Conference & Expo, the premier event for the service and support industry.

Continue reading "NLayers Showcases its Discovery Solution"

ChoicePoint® Introduces ProID(TM) Voice to Validate Customers

 ChoicePoint (NYSE: CPS), the leading provider of identification and credential verification services, launched ProID Voice, a unique service that can authenticate consumers’ identities before granting them access to sensitive personal information via the telephone.  Conference attendees can stop by booth 119 at the Help Desk Institute 2005 Annual Conference and Expo in Las Vegas, March 7^th – 10^th for a live demo.

Continue reading "ChoicePoint® Introduces ProID(TM) Voice to Validate Customers "

HDI 2005 Photo Album

We are posting photos from HDI2005 in our online photo album here.  Please stop by and take a look!

Day 2 Opens with a Troll!

Day Two of the 16th Annual HDI Conference & Expo opened with Wes Borg of www.deadtroll.com. His somewhat frantic curmudgeon-like comedic approach to the stressful life of a help desk professional included such tongue-in-cheek comments such as: There are a handful of stressful emergency jobs, according to Borg. "There’s the police, ambulance and fire fighters … and the IT help desk. If you’re not scared, you don't understand the job," and "The hold button is your best friend!" He then got out his guitar and serenaded the system administrators.

Continue reading "Day 2 Opens with a Troll!"