Past Events

April Meeting

Titletown HDI, in partnership with Brew City HDI, hosted a presentation accepted for the Fusion 2016 conference!

Monday, April 18, 4:006:30 PM

JasonWischer copyJason Wischer is the Midwest Regional Director for HDI and is the manager for the information access group for Thomson Reuters. He has been involved with the Brew City HDI since 2009, serving as vice president of vendor relations and vice president of student relations.
Jason describes himself in three statements:
  • Values the power of reflection
  • Actively seeks insight
  • Intentional about growth

Titletown HDI February Event

Titletown HDI, in partnership with Logicalis and Dynatrace, hosted a meeting on Monday, February 15.

Presentation HighlightsLogicalis and Dynatrace helps optimize digital moments for over 7,500 organizations by enabling our customers to:

  • proactively spot and solve application performance issues before users are impacted
  • speed new applications and enhancements to market with DevOps functionality
  • pinpoint root-causes and optimize critical applications
  • know their customers – every click, every swipe, everywhere, every time.

Titletown HDI January Event

Ignite Your Career!

Titletown HDI, in partnership with New Horizons of Wisconsin, hosted an event: IGNITE, a Career, Life and Purpose presentation. Attendees were challenged to rethink how they approach dreams,life and careers.

About Our Speaker:

Gerald Duran is CEO at RPM Strategic, a customer acquisition consultancy in Milwaukee. For over a decade, Gerald has helped CEOs and business professionals develop and reach their goals. He is a seasoned speaker and “thought leader” on business and career success. Gerald’s expertise has landed his ventures on the Inc. 500, Deloitte Technology Fast 50 and Kansas City Corporate 100.

Metrics and Value: The Keys to ITSM Success

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.

About Your Presenter: Michelle S. Jaramillo, ITSM Product Analyst, Cherwell Software

Michelle is primarily focusing on the management and development of business intelligence, analytics and data visualizations for Cherwell Service Management. Michelle’s previous product and pricing management experience in telecommunication and energy industries allows her to bring a unique perspective to technology and marketing by recognizing unique opportunities to incorporate inconspicuous methodologies into product portfolios by identifying market needs and leveraging ideas from various industries.

Shift Left Support Strategies Put into Practice at Thrivent Financial

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

About Your Presenter:

Shane Vandenberg is the Manager of Technology Services at Thrivent Financial. An IT Manager for 8 Years, he currently oversees the field and home office support, which includes, Level 1, Level 2, provisioning, and requests. Shane’s philosophy is, “If it doesn’t make sense for the customer, then why are we doing it?”

Transformational thinking is being discussed and even demanded in many IT shops: Rich gave a great presentation around this topic, stressing the importance of thinking like the CEO, surviving the shift, and taking your career to the next level.

Practitioners Guide to Surviving the IT Transformation

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.

Service gap analysis is an important component of improving IT service delivery and customer satisfaction.  BJ gave a great overview of this topic, highlighted by real-world, proven examples.  It was a great way to kick off our 2014-2015 season!

Fusion Session Preview! Closing the Service Gap: Delivering to Expectations


Cherwell Large

About the Presentation:

When passengers board the high-speed trains in the London Underground, they’re warned to “mind the gap.” Proper signage and audio warnings make this expectation understood, and passengers respond accordingly. Now, imagine your IT services are like this train. Do visual and audio cues warn end users to “mind the gap”? Do you understand how to manage the gap to meet and exceed your client expectations?

Imagine a world where you have a clear picture of all the elements needed to effectively manage the delivery of services to your internal end users, to understand and control the gap.

Join your peers in hearing how B.J. Havlik, President of SRC Technologies, uses this strategy to transition organizations and teams to a service-oriented IT culture:

  • Explore the relationship between end-user expectations and services
  • Learn why it’s important to define services from the end user’s point of view
  • How to define services and their expected service levels
  • How to build a plan to align costs with services

About Your Presenter:

BJ Havlik, President of SRC Technologies, honed his IT service skills at United HealthCare, managing the IT infrastructure team as the company experienced significant growth. He co-led the effort to create a shared services organization and transition to a service-oriented IT culture, at Menasha Corporation. At AC Nielsen, he continued his role as an organizational change agent improving internal client management and initiating the formal ITSM program. BJ received his MS degree in Management of Technology from the University of Minnesota, he’s certified in ITIL Service Strategy and Service Transition.

Brian Johnson delivered some great, vendor neutral (and sometimes vendor critical) insight into all things ITIL.  It was a very engaging discussion, and definitely provided food for thought when it comes to adopting ITIL principles and best practices.  This was our best attended event EVER, so all of us at Titletown HDI want to thank everyone who attended.  We hope you received as much value from this as we did!

ITIL Rock Star World Tour Featuring Brian Johnson!

ca_logoAbout the Presentation:

ITIL Rock Star Brian Johnson Talks SERVICE…

You are invited to hear Brian Johnson, Senior Principal Services Architect for CA Technologies, founder of itSMF and published author next month!

Brian was part of the UK government team that created the ITIL® approach. Working for the Central Computer and Telecommunications Agency (now part of the Cabinet Office), Brian authored many of the first ITIL® books (Capacity, Financial, Availability and Quality Management among them). He also designed and authored much of the ITIL® business perspective series and version two of ITIL®. He founded the ITIL® user group itSMF, and is an Honorary Life Vice President.

His version one book, Software Lifecycle Support, written with software testing guru Richard Warden, covers the roles of IT operations and development in designing IT services, one of the central tenets of the version three ITIL® books. The lifecycle approach he designed in v1 is now the recommended approach for users of ITIL®. His ITIL® v3 book, Information Lifecycle Support, was published in December 2010.

Brian is an internationally known speaker, well versed in program and project management, structured systems analysis and design, organizational change, knowledge management and, of course, ITIL®. His most recent book is Everything you want to know about Organisational Change.

About Your Presenter:

Brian Johnson joined CA Services in 2004 after holding roles as the Director of Product Development at Pink Elephant, one of the world’s leading ITIL® organizations dedicated to ITIL® best practices, and a senior civil servant position as a Board Member of the Office of Government Commerce (OGC), where he designed and led Key Strategy 3 (Strategic Knowledge Management) for the UK government.

At OGC, Brian was also Director of Knowledge Management, responsible for overall management of its Marketing, Service Desk, Web and ePresence teams. Brian led a major project at OGC that created the first government service desk based on customer needs. It remains the OGC flagship project in that domain. Other senior civil service positions that Brian held include management positions in Operational Services, Senior Systems Design and Capacity Management.

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