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Wednesday March 30 on HDI Local Chapters LiveStream - What to Do When a Job Candidate Ghosts You
What to Do When a Job Candidate Ghosts You On our next episode this Wednesday, March 30th, host Tom Wilk will talk with Zach Jiru from Robert Half Talent about ghosting - a new trend surging in the professional world. In a Robert Half survey, 39% of hiring managers in the U.S. said that ghosting by job candidates is more common now than it was two years ago. Join us Wednesday March 30th and learn more about why ghosting is on the rise – and how hiring managers can avoid it.4pm PT/7pm ET #Live on #Twitch https://www.twitch.tv/hdilocalchapters #HDILocal Chapters - brings #TechnicalSupport and #ServiceManagement professionals together to connect, share and discuss common challenges, and learn from industry innovators
HDI Heartland Quarterly Event
A successful first quarter event is complete for the Heartland Chapter. This event was hosted by TGS. There was a turnout of fifteen people. The Heartland Chapter President Stephen Sellaro provided chapter updates. Discussion where focussed on the Heartland target of holding Events in March, June, September and December. There will be guest Speakers at each Event and the last Event will be the Awards Ceremony in December. Emphases was placed on the value of these meetings. What do people want to see from these meetings? Stephen gathered a list of topics of interest for future meetings (Centric guest speaker, work flow process, WFM, metrics, connect wise management, KM, tools, Automation chat bots, availability metrics, and training). If you would like to see a topic not mentioned be sure to contact the Heartland President Stephen Sellaro. Josh Stahl provided slides on the Cerner Help Desk processes, work flows, tools and metrics. Cerner is a large organization and they have a plethora of applications that they support. They breakdown their support into different segments, that provide backup support for other segments. The ITSM tool of choice is Remedy and the KM of choice is Remedy. They have over 10,000 knowledge articles. They have a proprietary screen/dashboard called DragonDrop that sets on top of the Remedy knowledge management. This helps with the usefulness of the Remedy KM articles. A great big Thank You goes out to our Host Don Newsom at TGS and to our Guest Speaker Josh Stahl from Cerner. Don't miss our next Event in June. Heartland Chapter
New Support World - 3 Steps to Help Your Team Define and Measure Success
In this edition of Support World - 3 Steps to Help Your Team Define and Measure Success- Ben Brennan shares how to increase the chances that your service desk team will meet its most ambitious goals. http://s1860958887.t.en25.com/e/es?s=1860958887&e=29430&elqTrackId=77CEC2663B223C9B3DD15BC4D803E695&elq=2745d44ca3e2483580754fa05c440449&elqaid=4178&elqat=1
September 12, 2025 Edition of Support World News
HDI Support World: From Proactive Support to Speaking Opportunities and Smarter KPIs In this issue of HDI Support World, the focus is on transformation—of your service desk, your metrics, and even your own professional voice. In the lead article, Susan Smith explores how AI-powered Next Issue Avoidance (NIA) is changing the game in technical support. Rather than ending calls once the issue is fixed, NIA equips agents to proactively address the next problem a customer is likely to face. This shift from reactive to anticipatory service can cut repeat calls by as much as 40%—boosting efficiency and customer satisfaction alike. For professionals looking to share their expertise, SupportWorld Live 2026 is currently accepting speaker proposals. Whether you have a breakthrough case study, hands-on workshop, or engaging panel idea, this is your chance to inspire a global audience of IT support and service management peers. Submissions are due by October 3. Finally, Doug Tedder leads the next HDI & ICMI Idea Exchange webinar on aligning KPIs with business outcomes. Set for September 19, the session will explore how to avoid vanity metrics and focus on measurements that truly drive value and improve customer experience. From smarter support to better metrics and new speaking platforms, this issue invites IT professionals to level up.