WELCOME TO HDI ORANGE COUNTY

HDIOC is the Orange County, CA chapter of HDI, the professional association for IT Service and Support Professionals. Our monthly meetings feature interesting and topical industry speakers, while providing a fun environment for networking with your peers.

TRAINING AND CERTIFICATION

Boost Performance with HDI and ITIL Certification Training

HDIOC can put you in touch with official HDI Certification Training. Courses are offered locally on a monthly basis, and are targeted to those entering the support profession, experienced analysts who want to further develop and refine their skills, and support managers who need training in world-class support practices. Completing training enables you to take and pass HDI and/or ITIL Certification, and distinguish yourself from the competition!

HDI RESEARCH CORNER

 

Keep up with the latest trends
Check out new surveys and reports added monthly

Take the HDI Support Center Standards and Practices Survey and win an HDTV!

For many years, HDI has gathered the data collected from this survey to report on industry trends and statistics. The report covers incident management, performance metrics, salaries, and more.

Take the survey now, get a copy of the resulting report and a chance to win a 42" LCD HDTV. Complete the survey by July 8 to be entered in the drawing.

 

Take the Survey!

 

 

 

Past Events - HDIOC?

SAVE THE DATE, JUNE 10 @ 11:30AM

SAVE THE DATE, JUNE 10, 2015 @ 11:30AM, FIRST AMERICAN, 3 FIRST AMERICAN WAY SANTA ANA, 92707

Cyber Security Presentation, speaker TBD 

We will also be offering tours of the First American Data Center at 11:15am.  


Cybersecurity is the process of applying security measures to ensure confidentiality, integrity, and availability of data. Cybersecurity attempts to assure the protection of assets, which includes data, desktops, servers, buildings, and most importantly, humans. The goal of cybersecurity is to protect data both in transit and at rest. Countermeasures can be put in place in order to increase the security of data. Some of these measures include, but are not limited to, access control, awareness training, audit and accountability, risk assessment, penetration testing, vulnerability management, and security assessment and authorization

Congratulations Jon Hess, PepsiCo of the Orange County Chapter

2015 HDI Award Winners

Each year, HDI awards the highest honors in the technical service and support profession. These awards recognize the individuals, teams, and organizations that have most enhanced the image of the support industry by achieving and maintaining the highest standards of excellence in service and support.

Congratulations to the 2015 HDI industry award recipients!


HDI Team Excellence Award: Whataburger

This prestigious award honors best-in-class technical support organizations that deliver the highest level of customer service and technical support.


HDI Manager of the Year: Chris Meadows, Lowe’s 

This award honors a prominent technical service and support manager (representing internal or external support) and recognizes him/her for outstanding commitment to the industry.


HDI Analyst of the Year: Andrew Hedman, Solar Turbines Incorporated

This award honors the industry’s best first-level support analyst.


HDI Desktop Support Technician of the Year: Jon Hess, PepsiCo 

This award honors the technician who provides exemplary desktop support and exceeds performance objectives.


HDI Local Chapter Officer of the Year: Sandy Seroskie, Capital Area Local Chapter 

This award honors an exceptionally hard-working volunteer leader from the HDI local chapter officer community. 

Thank You Kirk Weisler for your presentation on April 21

ITSM works best when the culture isn’t working against it.  That’s why every ITSM leader… needs to know the basics of Tribal Leadership and learn the “Way of the Culture Warrior”.

Culture Warriors are always looking for ways to strengthen the tribal culture. Enemies of the Culture Warrior are Issues like disengagement, cynicism, sarcasm, negativity, burnout, toxicity, and apathy.  The culture warrior knows how to protect the tribal culture from these enemies through the use of tribal traditions, stories and rituals that serve to keep the vision clear, the values uncompromised and the courage and commitment to excellence high.  If you know that your workplace culture can feel better, do better, and be better than it is right now then this session is for you. Come learn how you can take yourself and your tribe to higher ground! 

Picture of Kirk Weisler

Chief Morale Officer Kirk Weisler is an expert at creating outrageously cool workplace cultures and high performance teams. Over the past 15 years 30,000 IT Leaders have specifically sought Kirk’s advice and wisdom on building teams, strengthening leaders and improving culture. 

 

Years ago Kirk helped to create a corporate culture so rich in ownership spirit, engagement, and measurable results that he was invited to share his approach first nationally, then internationally. He now travels around the world sharing everyday things leaders can do to positively influence, nurture, and build Super COOL cultures and high performance teams.

 

 His unique background as a US Army Ranger, a member of the 19th Special Forces Chaplaincy, his work with At-Risk Youth and experience as a Master Storyteller & Team Builder make him a very fun, engaging, and sought after speaker.  He authored the Best Smelling book, The Dog Poop Initiative and the semi –sweet best smeller, “The Cookie Thief.   Kirk lives in Phoenix AZ with “Wonderful wife Rebecca and their six remarkable children.”

Orange County HDI Lunch 'n Learn on February 3rd

Round Table Discussions on Various Service management and Service support topics

 

Join us as we share and learn from each other. Find out how you can improve your service, or get ideas on how to deal with challenges that you may be facing today.

 

DATE:  Tuesday, February 3rd, 2015

TIME:  11:30 AM -1:00 PM

LOCATION:  Orange County Sanitation District  Map it

 

We are looking forward to sharing everyone’s experiences, advice, recommendations, warnings etc. related to the topics listed below. It’s an Open Forum, if you have a topic to be discussed, bring it up and lets discuss!!

 

Some topics to be discussed: 

  • How to improve user satisfaction?
  • How are IT compliance and controls implemented at your organization?
  • How to get started with ITIL?
  • Where does incident management end and Problem management begin?
  • How to engage all IT departments into a service improvement effort?
  • How has your organization implemented BYOD?
  • The do’s and Don’ts of Knowledge base
  • How to setup a service catalog

 

Submit Your Discussion Topic(s)!

 

If you have a topic that you want to make sure is discussed, please send it in advance to Alex.Rodrigo@solugenix.com or WSTERNIN@ocsd.com. Also submit your preferences for which topics above you would like to have discussed, items will be covered based on time availability. 

 

 

Don't miss out on this unique learning experience - lunch and raffle prizes are included! Sign up here!

 

HDI Orange County Chapter Meeting - Nov 04, 2014

 HDI Orange County Chapter Proudly Presents…

Speaker:                   Pete McGarahan –Senior IT Director at First American Financial Corporation

Presentation Title:      Delivering Value Based Services: Preparing Your Organization For The "Shift-Left" Strategy 

Abstract :

Are you preparing your service organization for the IT change imperative? Service organizations are under great pressure to adapt their end-to-end services to meet customer’s expectations and business requirements. The “Shift-Left” Strategy strongly positions the Service Desk to be more business-minded, proactive and consultative representing the voice of the customer (VOC) as the face of IT. 
Please join industry veteran Peter McGarahan for his Western Region HDI Local Chapter Fall 2014 Speaker Tour! Pete brings 30 years of business, technical and service experience in creating a sense of urgency for Service Leaders to create their business aligned, customer centric Support Strategy.

Pete will address and relate his experiences and expertise to:

  • Service Leadership and Service Strategy answering the urgent call for action and "If you don't like change, you'll like irrelevance even less."
  • Implementing Purposeful Support Practices like First Contact Resolution, Knowledge Centered Support (“UFFA”), Total Contact Ownership, Service Level Management and a Self-Service structure supporting the concepts of “Fix It”, “Order It” and “Know It.”.
  • Gain practical exposure and first-hand experience to the Knowledge-Centered Principle of UFFA (Use, Flag, Fix and Add). Service Leaders are making UFFA a priority in their day-to-day operations, holding their team accountable for the quality, use and measured effectiveness (FCR) of their knowledge content and program.
Preparing a balanced success story to senior stakeholders encompassing key areas of customer satisfaction (CSI), ensuring a consistent quality experience (Quality Monitoring), and presenting the measurable results for shifting resolution closet to the customer while eliminating repetitive issues.

About Our Speaker :

Pete McGarahan, Senior IT Director at First American Financial Corporation, is celebrating his thirtieth year in the business of IT. He’s been blessed with a multitude of great career opportunities, experiences, and acquaintances. Pete enjoys sharing his lessons learned internationally through published writings, story-telling, webinars and speaking engagements.  

 

DATE:  Tuesday, November 04, 2014

TIME:  11:30 AM -1:00 PM

LOCATION:  Orange County Sanitation District

                       10844 Ellis Ave

                       Fountain Valley  92708

 

Site Contact when you arrive:  Warren Sternin  714-593-7288 wsternin@OCSD.COM

 

 

To register for the event, CLICK HERE!

 

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