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presentations

• ITIL - What It Is, And Why You Should Care
• Recession Proof Your Life: Make a PLAN and Make It Great!
• Recession Proof the IT Deparment with LANDesk from Avocent
• Government 2.0 - The New Landscape (41.5 MB)
• Pearson is Going Green
• Green Data Center - VSP
• Green Data Centers via SynapSense
• Kepner-Tregoe System of Troubleshooting Process
• Retention Rewards & Recognition - Why it's Important
• Value of Community Involvement
• The Biggest Mistakes IT Organizations Make, and How to Avoid Them!
• Virtual Support Tsunami
• UC Davis Case Study
• Transforming Helpdesk to Servicedesk
• Problem Management - Problem officer Style
• Sample update - Problem Officer
• Problem Officer Overview
• Developing Meaningful Customer Satisfaction Indices
• CSI Basic Report 2006
• Sacramento HDI Chapter Features Problem Management
• Problem Management Program
• VPS HDI Problem Management
• The Help Desk of the Future - from George Spalding
• The Big Event - Performance to Quality - by Malcom Fry
• Site Certification for the MGM Mirage Customer Support Center
• DHolt Certification Presentation-Sacramento (from the 10/24/2002 Chapter meeting)
• Certification
• Soft-Skills Certification
• Helping the User Help Themselves - by eHelp Corp.
• HDI National Updates October 2002 - from HDI National

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whitepapers

• ITIL v3: What It Is and Why You Should Care – Global Knowledge - The Information Technology Infrastructure Library® (ITIL) has been around for nearly 20 years, and within the last five years it has become the de-facto model and framework for managing IT organizations. ITIL truly is the “next big thing.” If ITIL is new to you, then now is the time to learn more.
• Sacramento HDI – Support Center Challenge – Stone Cobra - This paper was written for Sacramento HDI by Stone Cobra. It gives three solid suggestions for upgrading your existing Knowledge Base processes to increase your ROI immediately.
• Using Root Cause Analysis to Reduce Support Cost and Increase Internal Customer Productivity - This paper was written by Jim McKennan, Sacramento HDI member, better known as Dr. Jim of HDI’s Support World Magazine. The paper outlines how to use root cause analysis as a part of a continuous improvement strategy and as a best practice.
• Combating Service Mediocrity: Customer Service for the Support Professional - This paper was written by Jim McKennan, Sacramento HDI member, better known as Dr. Jim of HDI’s Support World Magazine. The paper looks at how IT Support Professionals can take ownership of Customer Service and why this is important. It also covers how we can help educate and train other technical support staff to deliver better customer service.
• Outsourcing Your Internal IT Support Operations: Assisted Suicide or Gaining a Business Partner - This paper was written by Jim McKennan, Sacramento HDI member, better known as Dr. Jim of HDI’s Support World Magazine. It helps guide you through the process of outsourcing an internal Help Desk. In this paper you will have all the tools and resources necessary to understand how to successfully manage this process. It also describes how to determine if outsourcing is the right choice and describes several alternatives to outsourcing. Read it BEFORE you are confronted with these tough choices. The paper was written in 2002, however, the processes described in it still hold value for any aspect of an outsourcing project.