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St. Louis Gateway LIG | Pre-Fusion 13 Event
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Mark you calendars for this years pre-Fusion 13 event and graduate to better Service Management. Whether you are planning to attend Fusion 13 or not, you are not going to want to miss this joint St. Louis Gateway LIG and HDI meeting. Just think, you get two Fusion sessions at one meeting. So if you are planning to go you can mark these two off your list. If you are unable to attend you get a chance to hear two high quality presentations presented by two respected minds in service management.

When: 9/12/2013
2:00 PM
Where: CAIT Washington University
5 N. Jackson Ave.
St. Louis, Missouri  63105
United States

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Session 1 - The Technical Support Professional of the Future

How will technical support roles change over the next few years? We’re already seeing rapid change due to shifting workplace dynamics driven by mobility, virtual technologies, and the continuing pressure to deliver measurable value to the business. In this session, Cinda Daly will present the results of a joint HDI-Robert Half Technology project and attendees will explore the evolving role of technical support professionals. Here are a couple of highlights:

Companies are looking to their technology partners, including the help desk and desktop support, to help them drive innovation, growth, and profitability.

Support organizations are creating business relationship manager roles to help bridge the gaps between IT and the business units and get them working together toward shared goals.

Cinda Daly will explain how technical support roles are evolving to address these developments, identify the skill sets organizations need, offer recommendations for bridging the skills gap, and share guidelines for the future.

Presented By:

Cinda Daly

Director of Content, HDI

Cinda Daly, director of content, HDI, brings more than 25 years of marketing, customer support, and training expertise to corporate teams. In her current role, she is responsible for HDI’s virtual events, research, and print and electronic publications. Prior to forming her own company in 1990, Daly held senior management positions responsible for sales, sales support, marketing communications, documentation, and professional development. She holds B.A. and masters degrees with high honors from the University of South Florida, USA, and Georgia State University, USA.


Session 2 - Death By Meeting

How often have you heard, "I can't get anything done because I'm always in meetings!" Meetings don't have to be a death walk. They can inspire us and challenge us to bring problems out in the open to be wrestled to the ground and resolved. What we need is a paradigm shift that changes how we think about meetings. Death by Meeting author Patrick Lencioni tells us that meetings aren't problems, they’re opportunities. In this session, Jack Probst will summarize the key points from Lencioni’s book and then provide examples of what you need to lead, manage, and participate in productive, meaningful meetings that are part of a successful ITSM implementation project. What type of meeting should you have during your ITSM projects? How often? What should be on the agenda? Who should participate?

Presented By:

Jack Probst

Principal Consultant, Pink Elephant

Jack Probst has a diverse management, business and technical background, and he delivers strategic process consulting and advanced ITIL® training and education programs as a Principal Consultant for Pink Elephant. An ITIL Expert, Jack previously served as the leader of an ITIL implementation initiative at a Fortune 100 organization. His work experience includes significant engagements in IT process development and implementation, IT and business strategic alignment, business operations and general management. Additionally, Jack is a seasoned speaker and graduate-level educator. Jack served as co-chair of the (itSMF) Academic Subcommittee that was recognized with the 2007 Industry Knowledge Contribution Award. Jack was individually recognized with the 2010 itSMF USA Industry Knowledge Contribution Award. Jack served as the ISO JTC1/SC7 US Task Group lead focused on IT Service Management (ISO/IEC 20000 standards series). He is currently a member of the itSMF USA Board of Directors and serves as President-Elect.