Join us May 19 for our Titletown HDI Meeting!

Practitioners Guide to Surviving the IT Transformation

Special Guest Speaker:  Rich Ackerman

Date:  May 19, 2014Rich Ackerman_Biolores

Aptris Sponsored Happy Hour: 3:30 – 4:30

Presentation: 4:30 – 6 pm

Location: Beefeaters, Appleton, West room

RSVP to:

About the Presentation:

If you just “come to work,” you might end up looking for another job; but if you turn up with creativity and business innovation, you’ll be a rock star in your career and with your company. Rich’s presentation, one of the “Hits” of the 2014 HDI Global Conference will explore what “understanding the business” really means. You’ll learn how to think like the CEO, understand and think business value, and translate service management metrics into business value for executives. No textbook theories here – just real world insights and guidance that will help you advance your career and enhance your life!

Join your peers in hearing how Rich Ackerman, Senior Advisor with Aptris, advises clients to use this strategy to:

  • Learn to think like the CEO
  • Understand and think business value
  • Learn how to translate service management metrics into business value for executives

About Your Presenter:

Rich Ackerman has over 35 years of executive leadership experience in customer service management. At Aptris, he currently advises C-level executives and IT Service Management practitioners on best business practices, ITSM value and IT innovation. He’s been involved with HDI for over 7 years and is currently Chapter Advisor for Chicagoland HDI, and has  held a number of officer positions there. He was one of three judges for HDI Analyst of the Year at the 2014 HDI National conference. Rich is involved in give back to the community with the Illinois Food Bank and  Conquer Cancer Foundation. He will be getting married in the fall, and spends his free time with his 4 kids and 4 grandkids, his  music and photography.

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Join Us April 7 for our Titletown HDI Meeting

Shift Left Support Strategies Put into Practice at Thrivent Financial

Date: April 7, 2014

  • Tek Systems Sponsored Happy Hour: 3:30 – 4:30
  • Presentation: 4:30 – 6 pm
  • Location: Beefeaters, Appleton, West room
  • RSVP to:

About the Presentation:

Shift left support is not new, but each implementation has its own flavor. Organizations are focused on increasing value for their customers by bringing support closer to them and utilizing the incident and problem processes to eliminate errors from the infrastructure.  While doing this, there also needs to be a focus on recruiting new talent for the IT organization.

Join your peers in hearing how Thrivent Financial uses shift left support strategy to:

  • Bring in more complex support opportunities
  • Groom entry level with those more complex situations
  • Develop individuals into roles that matched their focus
  • Properly address succession planning
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Metrics and Value: The Keys to ITSM Success

Our First Event in 2014: We rang in the New Year by bringing members their most requested topic: metrics of IT service management.

Metrics and Value: The Keys to ITSM Success

Monday, January 20, 2014

  • SRC/Cherwell Sponsored Happy Hour: 3:30 – 4:30
  • Presentation: 4:30 – 6 pm
  • Location: Beefeaters, Appleton, West room
  • RSVP to:

About the Presentation:

Managing the perception of value of the IT to the business is a difficult proposition to understand, let alone achieve. Metrics are key to achieving this difficult and challenging proposition. Michelle Jaramillo, ITSM Product Analyst from Cherwell Software will explain how managing metrics for maturity can go hand in hand with demonstrating innovation and value.

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Come Join Us for the November 11, 2013 Meeting

Office365 and Cloud-Based Apps: FAQ on Impact to Support Functions

EdLuckPresenter: Ed Luck, Managing Consultant, Skyline Technologies

When: Monday, November 11, 2013

Time: 4:00 PM to 6:00 PM

Location: The Marq, 3177 French Road, DePere, WI

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Will Office 365 and other cloud-based apps change any aspects of your IT support? Ed Luck has the expertise to answer your concerns at our next Titletown HDI meeting on November 11. Along with is presentation, he will bring a client to provide insights on their experiences deploying new software and apps from an IT support perspective.

Ed currently leads the Microsoft Infrastructure and Office 365 practices at Skyline Technologies. He possesses a high degree of understanding and experience with the Microsoft product stack and has served in various infrastructure and product development advisory roles to Microsoft for the last decade. He is currently a member of the Infrastructure Partner Advisory Council (IPAC).

Titletown HDI is excited to have Ed Luck present at our next chapter meeting. Come join us as our guest by sending your RSVP to

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Come Join Us for the October 2013 Meeting

Stop Asking Questions, It’s a Disaster!

streiPresenter: Paul Strei, IT Service Delivery Manager, Associated Bank

When: Monday, October 14, 2013
Time: 4:00 PM to 6:00 PM
Location: The Marq, 3177 French Road, De Pere, WI


Your users have been conditioned to look to the service desk for updates on current issues; the same is probably true of the IT department. Everyone looks to the service desk when a major system goes down or when maintenance is being performed. So when disaster strikes and business continuity plans kicks in, why wouldn’t the service desk continue to serve as that single point of contact?

Paul Strei will discuss the role of the service desk in disaster recovery, particularly when it comes to communications. While management obviously hopes for the best, disaster recovery and business continuity teams plan for the worst. In those plans, the service desk is the rock, sending clear, concise, and consistent messages to everyone in the organization. So when a disaster strikes, don’t stop to ask questions! Just let the service desk do its job.

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September’s Meeting is Coming!


RSVP on Meetup for Titletown HDI's September meeting

No Meetup account? No problem! Registration takes seconds!


Have you RSVPed yet?  If not, do it now!  You don’t want to miss B.J.’s presentation: “Put Down That Phone and Get Your Customers to the Portal!

There are a variety of ways to submit requests and incidents: walk-up, telephone, email, website, etc. Is there a way to standardize and automate the process and still deliver exceptional service?

B.J. will describe how to drive efficiency in your service desk. His presentation will focus on evaluating the pros and cons of the methods used to request support through the help desk. He will share best practices and real life examples used to improve overall service, beginning with setting up the service catalog based on business terms, developing a workflow processes to support the selections, and selecting a self-service portal.

This is FREE to attend!  Bring a guest.  Heck, bring your whole team!

We’ll see you at The Marq, 3177 French Rd in De Pere (visible from Hwy 41) on Monday, September 16, 2013 at 4PM!

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Welcome New Board Member, B.J. Havlik!


Titletown HDI welcomes our newest Board Member, B.J. Havlik!


As Titletown’s newest VP of Programs, B.J. will identify topics pertinent to the Titletown HDI audience, arrange for speakers, and populate our meeting agendas.

Have an idea or request for an educational program? Our VP of Programs is your primary contact person for fielding these requests and communicating them to HDI Global.

Learn more about B.J. and the rest of your Chapter Officers on the Officer Page, which you can also locate by hovering over “About HDI” and selecting “Officers.”

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Fall Meeting Schedule


We are excited to announce our fall schedule for our chapter meetings! We will be making further updates soon but wanted to share the excitement:

Monday, September 16th • 4pm – 6pm • The Marq, 3177 French Road, De Pere, WI
B.J. Havlik from SRC Technologies presents Put Down That Phone and Get Your Customers to the Portal!, how to drive efficiency in your service desk

Monday, October 14th • 4pm – 6pm • The Marq, 3177 French Road, De Pere, WI
Paul Strei from Associated Bank will be presenting Stop Asking Questions, It’s a Disaster!

Monday, November 11 • 4pm – 6pm • The Marq, 3177 French Road, De Pere, WI
Ed Luck from Skyline Technologies will share his views on changes in MicroSoft Office 365 and how IT support will change if you deploy this or other cloud based apps.

Please stay tuned for an invite to these events as well as announcements on our December 16th event!

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Congratulations to Associated Bank!


HDI member company Associated Bank has been recognized by Forbes as one of the 100 Most Trustworthy Companies in America!

Thanks to all the corporate controversies, CEO scandals, bailouts, and bankruptcies in recent years, investors have lost trust in some of the country’s largest public companies. However, even today, many corporations are models of openness and integrity.

To identify the most transparent and trustworthy businesses that trade on American exchanges, Forbes turned to GMI Ratings, a pioneer in the application of non-traditional risk measures for financial analysis.Associated Bank, Green Bay, Wisconsin (WI)

“In order to rank companies from the most to the least trustworthy, we look at over 60 different governance and forensic accounting measures,” says GMI vice chair and chief executive James A. Kaplan.  “Those companies that persistently display the most accounting transparency; have the lowest incidence of high-risk events; and have appropriate Board supervision are typically ranked the highest. Companies on this list reflect these practices.

See the full article on Forbes’s website.  Also according to Forbes, Associated Bank is one of the 2,000 largest companies in the world.

Titletown HDI is honored to have two of Associated Bank’s valued employees bringing that same integrity to the Officer Board of our chapter.  Do you know who?  Meet our officers!

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We Need Your Help!


Help Titletown earn the HDI President's Circle of Excellence!HDI chapters internationally are evaluated annually on a metric-based review of accomplishments the prior year.  When a chapter meets 23 of the 25 national criteria, they qualify for the President’s Circle, the highest possible recognition level.

We are honored to learn Titletown is in qualification, but we need your help! The final requirement states that our members must rate us ≥80% on each question of a 3-question survey that takes less than a minute.

We appreciate your support and participation; with your help we can all stand in the President’s Circle!

Click Here to Take the Survey Now!

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