Titletown HDI

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Date: June 18th (2:00 – 4:00 PM)

Program: Microsoft Office 2010 Overview

Presented by Nga Nguyen

Location:  University of Wisconsin – Green Bay 2420 Nicolet Drive, Green Bay, WI 54311

RSVP  

Directions and parking instructions for June’s meeting (Example parking permit shown also)

UWGB instructions HDI meeting 

Example Permit

Friday, May 21st, 2010 – 2:00 – 4:00 PM

Topics of discussion for May’s Titletown HDI Chapter Meeting
Open discussions for the meeting include:

- Training for help desk employees
- Knowledgebase solutions
- Change Management
- Problem Management
- KPI’s (overview)
- Service Desk Software packages
- First Call Resolution (FSR’s) measurement

Please RSVP @ http://titletownhdimaylcm.eventbrite.com

Physically being held at both Schenck (Appleton & Green Bay locations)

Virtual connection information:

Please join my meeting.

https://www1.gotomeeting.com/join/354895065

 Join the conference call:

 Dial 714-551-0020

Access Code: 354-895-065

Meeting ID: 354-895-065

Local Chapter meeting to follow SMA Webinar physically at both Green Bay and Appleton location of Schenck SC.

RSVP for local chapter meeting @ Titletown HDI April Local Chapter Meeting

PLEASE REGISTER FOR BOTH OUR LOCAL MEETING AND FOLLOW LINKS BELOW TO REGISTER FOR SMA’S WEBINAR!!!!!

Virtual login information below:

1.  Please join my meeting.

https://www1.gotomeeting.com/join/369863929

 2.  Join the conference call:

 Dial 712-338-7101

Access Code: 369-863-929

Meeting ID: 369-863-929

Invitation to Join Titletown HDI Meeting Over the Web

 Date: Friday, April 16, 2010

Time: 2-3 pm CST

“IT service desk managers…generally consider metrics and KPIs as critical to evaluating the success of their business units and as the basis for developing strategic action plans for the future. Why is there so much confusion as to the difference between metrics and KPIs, and why do we even need them?”

 Excerpt from:
“Implementing an IT Support Metrics and KPI Program”
 by SMA CEO, Steve Dreyer, SupportWorld Nov/Dec 2009

 During this webinar Steve Dreyer will discuss the difference between Metrics and KPIs (key performance indicators) and explain how the IT service desk can use them to:

•  assess effectiveness
• manage IT resources
• measure customer satisfaction
• analyze the impact of making changes on end users

 He will cover:

1. Which service desk operations metrics should be collected, according to best practices
2. Which metrics are KPI-worthy
3. Examples of metrics, KPIs and Action Plans
4. How to do strategic planning and goal-setting
5. How to initiate a Metrics and KPI program at the IT service desk
6. Samples of web-based reports and dashboards

 To Register: https://www1.gotomeeting.com/register/349400009  or click REGISTER

About Steve Dreyer:
Steve Dreyer is the CEO of SMA Management Systems, an IT service management consulting firm that has been working with clients on their service desk systems and processes since 1984. SMA specializes in help desk assessments and reporting and has been the number 1 reseller for a major service desk software firm for the past six years. Visit SMA on the Web at www.smasystems.com and www.smaconnect.com

All Trends Lead to SaaS, Are You Ready?

Presented by Service-now.com

Please join us for an informative presentation by Service-now.com on the software trend that is Software as a Service (SaaS).  According to Goldman Sachs, ”Software as a Service is the most impactful trend in software currently.  SaaS solutions solve many of the problems that traditional software faces, including large upfront license fees, long time to implementation and access issues by a mobile workforce.”

Presenter’s Bio:

Matt French is the Director of Product Strategy for Service-now.com. Matt has 13 years of enterprise software marketing, sales, and product strategy experience. Throughout his career, Matt led global product management and marketing teams, owned channel development and sales strategies, and guided company and product awareness. Matt has participated in multiple speaking engagements surrounding service and asset management, security management, and best practice implementations of IT Infrastructure Library (ITIL) throughout the world.
 
When: March 19, 2010 2:00-4:30PM
 

Physical Location:
Where: Schenck Appleton location ONLY!
 
200 E Washington – Appleton
 
Can’t make it in person? You can attend virtually…click on link below:

Titletown HDI March Local Chapter Meeting

 
Join the conference call:
 
Dial 218-844-4931
Access Code: 172-832-024
Audio PIN: Shown after joining the meeting
 
Meeting ID: 172-832-024

 
Admission is FREE! Seating is limited! Please RSVP

If you’re trying to find ways to make it through these difficult economic times and still provide great support or just looking to find innovative ways to make the best of a tough situation, you’ll want to join us for our next local chapter meeting.

When: Feburary 19, 2010 2-4:30PM

Where: Both Schenck locations – Green Bay and Appleton.
We’d love to see you there!

2200 Riverside Drive – Green Bay -or-
200 E Washington – Appleton

Can’t make it in person? You can attend virtually…

https://www1.gotomeeting.com/join/558319633

Join the conference call:
Dial 914-339-0016
Access Code: 558-319-633
Audio PIN: Shown after joining the meeting

Admission is FREE! Seating is limited! Please RSVP

Are you confused about Social Media? Are you wondering what all the fuss is about and why some people get it and why some don’t?

Social networks are here to stay. If you’re not using them, you’re falling behind.

If you’ve got questions, we’ve got answers. Join us January 15th, 2010 when our VP of communications, Chuck Tomasi, talks to us about the value of joining social networks. Why should you join Facebook? How can you use twitter to effectively make more contacts? How can you improve your support with LinkedIn? You’ll get the answers to all these and more.

Join us: January 15, 2010 2-4:30PM

Schenck in Appleton 200 E Washington Appleton WI

Schenck in Green Bay 2200 Riverside Dr Green Bay WI

Admission is FREE – we only ask that you RSVP