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| Issue Date: 1 April 2008 |
| Welcome to the HDI Newsletter |
| Editor Howard Kendall - email Howard if you have any comments or ideas. |
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From the editor's desk?
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ITSM and ITIL Surveys
I've just read another CIO level survey on ITIL 'employment' from Dimension Data, which makes some fair comparisons of progress across the world; showing the differences between the Asia-Pacific, EMEA and US regions. However, a little concerning is the fact that there is only 'increasing recognition for ITSM's potential to align IT more tightly with business strategic objectives' – my view is that an organisation's IT and the business objectives should already be aligned, particularly as this aim is one of the key reasons why ITSM or ITIL would be adopted.
The other main reason for adopting ITIL is service quality improvement, but there appears to be a 'disconnect' in CIO thinking. These days, with IT being a key component of the business, the sooner CIO's take this on board the easier it will become for the industry to deliver a consistent level of IT services. IT services would then be seen as key as say the marketing department.
Howard Kendall
Founding Director
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A few words from this month's sponsor
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FrontRange provide the flexibility to match your IT Service Management tools to your business, your way...
FrontRange IT Service Management helps you to improve the efficient running of your service operation, drive customer satisfaction and build service management processes that work for YOU through best practice methodologies and a flexible approach to IT Service Management.
Built from the ground up on the ITIL framework, FrontRange IT Service Management gives you the ability to use existing built-in workflows or integrate your own best practices and IT processes through a fully modular, comprehensive, integrated service desk solution.
Understand how you can...
- Design business processes to match YOUR requirements
- Model data to support YOUR business structure
- Integrate with the applications YOU need
- Utilise ITIL the way YOU want
- Grow your IT Service Management at YOUR speed
Download a free whitepaper on 'IT Service Management YOUR way'.
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Support Industry News
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Visit HDI at the Service Desk and IT Support Show 2008
Visit the HDI team at the Service Desk & IT Support Show 2008, Stand 205, and experience the service desk revolution. HDI will be giving away a whole host of experiences including training courses, experience events, conference tickets and a MacBook Air.
Winners will be drawn every day at 11am, 2pm and 4pm with prizes to take away on the day!
HDI features in the 'Financial Times'
On 5 March HDI's Founding Director Howard Kendall featured on the front page of the Financial Times Digital Business Supplement commenting on Ricky Patel from Atkins and his refreshingly upbeat attitude towards working on a corporate helpdesk, fielding calls from frustrated users.
Howard is quoted saying "Ricky is a natural service desk analyst with a 'can-do' attitude and infectious enthusiasm. He is a consummate team-player and keeps calm and good-humoured even at the most chaotic times."
Ricky won last year's Outstanding Support Person of the Year at the Service Desk & IT Support Excellence Awards.
To see this article, download it here.
Also, hear Jason Kirk from Atkins speak at the 2008 HDI Conference
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Membership
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Get on Board!
 HDI is the leading professional body for everyone working in the IT service and support industry.
We want to help you realise the potential of your service desk, raise your team's profile and prove the value of IT to your business. With access to cutting edge IT research and the latest industry thinking, membership of HDI will provide you with industry recognition of your service commitment and set you apart from other support operations.
To take out membership simply email Jessica Trett today.
Get real value for money from your HDI membership with free services and events and a multitude of other discounts.
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HDI Events
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Experience a HDI Event
 Meet your fellow support professionals on 9 April at the Kensington Roof Gardens in Central London and uncover the secrets to becoming one of the UK’s most successful IT support operations such as:
- Learn how to manage, define and measure service quality effectively
- Explore how to use structured communication to enhance your customer service
- Find that ever elusive missing piece of your service desk recruitment puzzle.
Download your Experience Event Brochure and Book your Experience today!
If you can't make this event, then visit us at Croke Park, Dublin on 7 May for 'The Ultimate Service Desk'
Download your brochure here or to find out more click here.
Ride HDI's IT Service Management Rollercoaster
 Roll up, roll up...HDI's 2008 Conference is taking place on 10 & 11 June 2008 at the Grand Hotel in Brighton and the earlybird booking offer will expire on 18 April!
Join us for the ride of your life with a variety of entertaining, innovative and inspiring keynote speakers. Make the most of your HDI experience by tailoring the conference to suit you. With a choice of 15 motivating and engaging presentations developed in to 3 streams with creative content can you afford not to attend?
Accommodation at The Grand is going fast so Book your places now!
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Training
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***Course of the Month*** Service Desk Manager
Whether you're a qualified Senior Analyst wanting to progress your career or a Manager looking to develop inspirational and effective service desk leadership, HDI's SDM course will help you realise your potential.
Lead your organisation to deliver the highest level of customer service in 2008 with HDI.
The next Service Desk Manager course is taking place on...
14-17 April, Ramada Mount Royal Hotel, Edinburgh
If you can't make this course reserve your places on the next available SDM course on the 4-7 August at the HDI Training Suite, South East London.
Only 5 places left so book now!
The Latest Training and Qualification Courses
 Effective Telephone Skills
Create the right impression with HDI's specially designed course in communication skills for service desks.
18 April, HDI Training Suite, South East London
Service Desk Foundation - *Back due to popular demand*
The fundamentals of IT Service & Support for the Service Desk leading to the Service Desk Foundation qualification.
28-29 May, HDI Training Suite, South East London
Help Desk Analyst Fast Track
Ensure your support analysts are equipped with a recognised qualification and the skill-set to deliver excellent excellent levels of service and support.
7-9 May, Ramada Mount Royal Hotel, Edinburgh
12-14 May, HDI Training Suite, South East London *Only 4 places left*
4-6 June, HDI Training Suite, South East London
16-18 June, Aston Business School, Birmingham
To reserve your places or to find out more please email Sally Cooper
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SupportWorld Magazine
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The industry's favourite magazine!
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Keep up-to-date with the world of IT support with SupportWorld magazine.
Key features include:
- 'Getting The Measure Of Business Metrics'
- 'When The Going Gets Tough, The Tough Gets Training!'
- 'Is It Safe?...The Support Desk Under Threat'
- Service Desk & IT Support Show previews
Request your complimentary copy. |
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Professional Services
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Customer Satisfaction Surveys
 Being the first point of contact for your customers, your Service Desk makes a crucial impression...
If you want to find out what your customers think of the services you offer and are looking to develop new practices that will really benefit your organisation, then HDI can help.
HDI's tried and tested online survey allows you to ask a comprehensive set of questions, tailored to your requirements, that analyse the key elements of your service from your customer's perspective.
For further information email Alison Lomax today
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Book of the month
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***HDI Experience Event Speaker, 9 April, London***
Effective IT Service Management: To ITIL and Beyond! by Rob Addy
This book offers practical guidance on delivering and managing IT services in an effective and efficient manner by extending the ITIL approach to deliver proactive and pragmatic IT service management. Rob Addy provides a candid look at the relative merits of the currently accepted wisdom regarding the provision of IT services, using the principles of the ITIL guidance series. Overall, the book provides an unbiased view of the discipline, its objectives, major processes, and their benefits and shortcomings.
Book your experience event place now for your chance to meet Rob.
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