What would you ask an ITIL author?

We are finalizing arrangements to bring in an actual ITIL author to lead an HDI San Antonio program/discussion later this year and would like to get some input on what you all would like to hear.  Think about it…If you were face to face with an ITIL author, ITSM guru…What would you want to know?

We know the list is endless.  Please give it some thought and feel free to fire away at James Nelson, HDI San Antonio VP of Vendor Relations with your ideas.

We thank James for his efforts over the last several months in making this happen.

We look forward to seeing all of you Thursday, February 15, for our Kickoff/Lunch Social.


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Congrats to Eleanor Garcia, HDI San Antonio Analyst of the Year nominee!

HDI San Antonio Analyst of the Year Nominee Eleanor Garcia, UT Health Science Center along with her manager, Tony Escobedo.

Caught up with Eleanor Garcia, UT Health Science Center this week and got a chance to recognize her for her achievements and being nominated for the HDI San Antonio Analyst of the Year award.  Due to scheduling conflicts, she was not able to attend the Awards Luncheon.   Please join us in congratulating her for her tremendous contributions at UT Health Science Center.

It is not too early to start thinking about this year’s 9th Annual HDI San Antonio Awards Luncheon to be held December 6th.  We encourage you to integrate HDI awards into to your organization’s performance and recognition programs.

Please visit http://rxdesign.zenfolio.com/p375558286/slideshow#h9f185088 for a slideshow of images from last year’s event.

HDI San Antonio 2018 Programs/Events line up!

We believe 2018 will be our best year yet!  Here is a list of the programs and events that we have planned so far for 2018.  Like what we have going on?  Have an idea for a program or topic we should explore?  Please let Jesse Vazquez, HDI San Antonio VP of Programs know your thoughts.

HDI San Antonio 2018 Kickoff, Lunch Social

February 15, 2018, 11:30 AM - 1:00 PM

Leadership Panel, Balanced Scorecards

April 19, 2018, 11:30 AM - 1:00 PM

CISO Panel Discussion - Cyber Security

June 21, 2018 2:30 PM -  5:00 PM

9th Annual Awards Luncheon

December 6, 2018 11:00 AM - 1:30 PM

HDI Support Center Analyst Certification Class coming to San Antonio in March 2018!

We are pleased to announce that HDI Support Center Analyst training/certification class is coming here to San Antonio in March 2018.    This certification is recognized in throughout the IT Support world and ensures that frontline technical support analysts possess the skills and knowledge to provide quality service and support.  

Please contact Doug Rabold for more information and details on attending this class.

What You Will Learn

  • The process of incident management, from detection and recording to closure
  • Critical thinking skills to resolve incidents quickly and consistently
  • The importance of total contact ownership
  • An awareness of the core help desk processes and best practices used in service and support centers
  • Valuable active listening skills and effective communication strategies
  • Proven techniques for improving customer interactions
  • Effective support center strategies for managing difficult customers

Who Should Attend?

  • Frontline technical support staff who need to learn the critical steps required to effectively manage and prioritize incidents and reduce escalations, and who need to master the essential customer service skills required to manage difficult customers and improve overall customer satisfaction
  • Individuals who are preparing for the HDI Support Center Analyst certification exam

2017 HDI Salary & Practices Report – A go to resource

Over the years I have had tons of inquiries involving requests for all kinds of IT Support/Service Management information, trends, and best practices.  I always refer people to the wealth of knowledge in the HDI Salary & Practices Report.  Last year almost 600 peer IT organizations from across Noth America shared details about what they have going on and where they are going.

This report alone is worth the price of the HDI annual membership.  If you haven’t already, please do take a moment to peruse this invaluable report.

Have questions or would like to learn more about joining HDI?  Please contact Bernard Beaullieu, 210-710-4161.

HDI San Antonio Board of Directors kicks off 2018!

HDI San Antonio Board Meeting – Jan 10, 2018

We had a fun and very productive HDI San Antonio Board of Directors meeting last night hosted by Rob Evans, Argo International.  Attendees included; Rob, Doug Rabold, CPS Energy, Jesse Vazquez, Andeavor, Jason German, iHeart, James Nelson, CGI, and Bernard Beaullieu, Beaullieu & Associates.

We had a robust discussion aimed at firming up our line up for events in 2018 as evidenced by the whiteboard pic included in this post.  Here is what we have so far:

February 15 – Lunch Social

March – HDI Support Center Analyst Certification Training – Details please contact Doug Rabold

April 19 – Leadership Panel Discussion – Balanced Scorecard, hosted and sponsored by Andeavor

June 21 – Cyber Security Event

August 16 – TBD

October 11 – TBD

December 6 – Awards Luncheon

Please join us on February 15 for the Lunch Social and join the discussion with fellow IT Support/Service Management leaders!