Sept2007 Hdi Exec Panel2007

4th Annual HDI Motown Executive Panel

Sponsored By Robert Half Technology

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

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.

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?

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?

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?

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?

See you in 15 minutes!

4th Annual HDI Motown Executive Panel

Sponsored By Robert Half Technology

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?

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?

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?

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?

“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

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 studentPayment deadline: October 12, 2007 (Checks only)

Signup online www.hdimotown.com

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

The Scoop”New monthly newsletter about customer

satisfactionMonthly tips on improving customer satisfaction

Authored by Jenny Rains, HDI Research AnalystCheck out the new site on HDI’s website

www.thinkhdi.com/TheScoopIf you have a customer satisfaction story…

good or bad, submit it to JennyStories can be 10 sentences or 3 pages…up to you!Compiling stories for a future Focus Book – no date

set for this yet!

“new” HDI websiteComing SoonWatch for HDI communications

announcing roll outHomepage will have a new look and feelNew search function

Please turn in a survey. We greatly appreciate your feedback…

Reminder:

Next MeetingThursday, October 18Speaker: Phil Verghis

More information at www.hdimotown.com