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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
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October 24, 2025 Edition of Support World News
In this week’s HDI Support World, readers are treated to a powerful mix of practical strategy, leadership insight, and event reminders that underscore the evolving role of IT and service management leaders.
💰 Budgeting as a Strategic Signal
In the lead article, Matt Beran challenges the all-too-common approach to IT budgeting: recycling last year’s numbers and adding for inflation. Instead, he urges IT leaders to treat their budgets as statements of strategic intent—tying expenditures to business outcomes, innovation, and risk management. When done right, budgeting becomes a story about value, not just a spreadsheet of costs.
🧭 Discipline Drives Performance
Dennis Gershowitz explores a key—but often overlooked—factor in performance: organizational discipline. Rather than rigid control, discipline provides a framework for intentional action, clear expectations, and consistent results. Drawing from companies like Amazon and Ritz-Carlton, Gershowitz reminds leaders that strong performance starts with shared understanding and alignment—not just more tools or pressure.
🏆 Last Call for HDI Awards
With the October 31 deadline quickly approaching, HDI encourages teams and leaders to submit nominations for the Global Service and Support Awards. All finalists will receive a free pass to attend the awards ceremony at SupportWorld Live, making this not just a recognition opportunity—but a celebration of excellence across the support community.
🎤 5 Can't-Miss Sessions at Service Management World
Finally, Erica Marois shares a handpicked list of five standout sessions from the upcoming Service Management World conference. From AI and automation to culture-building and customer success, these sessions promise insights that are both inspirational and actionable. Attendees can save $400 on registration using code JOINUS.
