Update from August 19 Event, Knowledge Centered Support!

RickJoslinKCSWe’d like to thank everyone who attended Rick Joslin’s informative presentation about Knowledge Centered Support (KCS) on Wednesday, August 19.  We had HDI members and guests from NuStar, Whataburger, CPS Energy, Tesoro, Capital Group, University of Texas Health Science Center, New Horizons, Beaullieu and Associates, TEKSystems, and Rackspace, as well as some in between jobs. New Horizons hosted and sponsored this excellent event. Thank you, New Horizons!Aug182015

Rick Joslin is responsible for the development, sales, and delivery of HDI’s training and certification offerings. He is a certified Knowledge-Centered Support (KCS) instructor, and he has guided many organizations through the implementation of KCS. At our luncheon, he gave an excellent presentation about what KCS looks like and how it compares with the older Knowledge Engineering model. In KCS, the knowledge content is a byproduct of solving problems for your customers, and is collaborative. Everyone on the team is responsible for creating and validating content.

Here is a link to Rick’s presentation.

If you would like to know more about how to implement KCS in your organization, please consider attending the comprehensive Knowledge Centered Support Certification class at CPS Energy in San Antonio on November 16 – 18. Please contact Shea Knauff for more details and to register.  Shea can be reached at 904-819-6647.New Horizons

We’d like to offer our thanks again to New Horizons for hosting and sponsoring this event!

HDI San Antonio Event Knowledge Centered Support, Featuring Rick Joslin, HDI Global

RickCome join us for lunch on Wednesday, August 19, and get a chance to “Connect” with HDI KCS guru Rick Joslin and your fellow San Antonio IT Support leaders.  Please visit: http://hdisanantonio.org/event/knowledge-centered-support/ for more info and registration. Thanks to our sponsor New Horizons Learning Centers for helping us bring you this great, informative event!


New Horizons

Preview of HDI Events Coming to San Antonio in the Near Future!

Your HDI San Antonio Local Chapter Board of Directors has been working overtime to schedule some great events to cap off another successful year. Take a look at what we have in store:

  • August 19, 11:00 AM to 1:00 PM – Knowledge Centered Support, presented by Rick Joslin, HDI Global
  • October 21, 11:00AM to 1:00 PM – IT Service Management Maturity Roadmap, presented by Ron Willbanks, Senior Director Infrastructure Operations at CPS Energy
  • November 18, 11:00 AM to 1:30 PM – HDI San Antonio Annual Awards Luncheon, Analyst of the Year, Desktop Support Technician of the Year, Support Center Manager of the Year, and Team Excellence Award
  • October – HDI Knowledge Centered Support Certification Training
  • November – HDI Problem Management Certification Training

We will be announcing details for these great events in the coming weeks.

HDI Knowledge Centered Support & Problem Management Certification Classes Coming to San Antonio this Fall

We are pleased to announce that we are bringing both the HDI Knowledge Centered Support (KCS) and Problem Management Certification classes to San Antonio this fall.  We are working on finalizing the logistics for these great classes. Are you interested in attending?  Please contact Shea Knauff for more details and registration.  Shea can be reached at 904-819-6647.

We will be announcing the dates and location for the classes in the next few weeks. We’re planning on holding the KCS class in October and Problem Management Certification class in November.

HDI-KCS-Principles, HDI-PMP

HDI Releases New Versions of Certification Standards for Technical Support Professionals

COLORADO SPRINGS, Colo., July 28, 2015 /PRNewswire/ — HDI, a UBM Tech company and the first professional association created for the technical support industry, today announced the release of their updated certification standards. The competencies for HDI certifications are identified and approved by the HDI International Certification Standards Committee (ICSC)—a group of industry experts and experienced practitioners from a number of organizations. The committee’s intent is to recognize the breadth of knowledge required, document the needed skills, and provide leadership to the technical support industry on the meaning of certification in customer service and technical support organizations. To view and download each of the new certification standards, visit: thinkhdi.com/certification/standards.aspx.



Join Fellow Local IT Support Leaders on August 19 & Talk About the Latest in KCS!

Rick JoslinCome join us for lunch and get a chance to “Connect” with Rick Joslin, HDI KCS guru, and your fellow local San Antonio IT Support leaders.  Please visit: http://hdisanantonio.org/event/knowledge-centered-support/ for more info and registration for this informative event. Thanks to our sponsor New Horizons Learning Centers for helping us bring you this great event!


New Horizons