HDI Updates

1. HDI Updates February 2006

2. Local Chapters • Financial • One Association Chapters • Quick Books financial updates due • February 15, 2006 • Not set up with Quick Books? • Contact Katie Lutze at klutze@thinkhdi.com • All participating Circle of Excellence Chapters • Financial reports due • February 15, 2006

3. Local ChaptersHDI Analyst of the Year • Regional Winners: • Northeast: • Karen Levie, Connecticut Chapter • Southeast: • Sheri Robertson, Atlanta Chapter • Midwest: • Kim Nash, Motown Chapter • Central: • Ryan Murphy, St. Louis Chapter • Western: • Mike Hatfield, San Diego Chapter • Canadian • Not participating • Mexico • Not participating

4. Local ChaptersHDI Analyst of the Year • Schedule of events for finalists: • Sunday, March 19 • Video taping • 10:00 am • Location to be announced • Local Chapter Meeting • 11:00 am to 3:00 pm • Presentation to all finalists • Location to be announced • Personal Interviews • 6:30 to 8:00 pm • Location to be announced • Monday, March 20 • General Session • 8:00 am • Winner will be announced • After general session, photos taken with all finalists • Rest of the day…bask in their glory! • Tuesday through Wednesday • No specific schedules for these days

5. Local Chapters • Local Chapter Circle of Excellence • 28 Chapters have applied • Benchmark numbers will be sent to participating chapters mid February • Recognition levels are being discussed • Working to have information to chapters before HDI Annual Conference

6. Local Chapters • Officers Summit • June 2-4, 2006 • Colorado Springs, CO • Antlers Hilton Hotel • $129 per night • “Elevator Speech” • The annual HDI Local Chapter Office Summit is the highlight for over 100 Chapters in North America.  Chapter Officers are provided an opportunity to do serious networking with like industries as well as for executive positions. The Summit  provides leadership and personal improvement training that will prove invaluable for everyone in all aspects of their professional and personal lives.   

7. Local Chapters Officer Recognition • Boss’s Letter • Letters going out week of February 6-10 • If you haven’t sent your information to Sophie, do so before February 3

8. Membership • SPIN • Tuesday, February 21 • “Role of Service Desk in Configuration Management” • Speaker: Bob Last • Deliverables • Practices/Salary Survey • On HDI’s website under Industry Publications • Printed copy being mailed next week • For gold and above • Focus Book – first quarter

9. Membership • Vertical Webinars • Had first one on Healthcare • Very successful • Upcoming webinars: • Financial Services • Wednesday, February 1 • Higher Education • Wednesday, February 22 • If you are interested in joining a vertical webinar contact HDI’s Member Services at 800-248-5667

10. Membership • New Book • “Collective Wisdom: Transforming Support with Knowledge” • Authors: David Kay and Francoise Tourniaire • Published by HDI • Comprehensive overview to the role of Knowledge Management in the support environment • Pre-orders are being taken • Call 800-248-5667 for more information

11. Membership • Benchmarking your customer satisfaction ratings against other support centers and companies in your industry • Features & Benefits: • Seamless integration with major call tracking systems • Independent third-party surveys • Five industry standard questions • Secure – no confidential information kept on our servers • Early identification of customer issues • Pre-scheduled or on-demand reporting • For more information and pricing visit www.thinkhdi.com/resources

12. Events • HDI Annual Conference “Get Connected. Get Energized. Get Results” • March 19-22, 2006 • Nashville, TN • Opryland Hotel • Chapter Register 5 get 6th free • Available only for paid attendees • If company has already received the 6th free they are not eligible in your count • Must have to Sophie before March 3 • Unable to register onsite at the conference • Last day to register for complimentary registrations is March 10

13. Events • HDI Annual Conference “Get Connected. Get Energized. Get Results” • Grass Roots marketing ideas: • New England: “Win an iPod” • TriHDI: “TriHDI needs your help” • Emails sent to your contact lists for generating conference names • Include the HDI website address for conference registrations: www.thinkhdi.com/HDI2006

14. Events • HDI Annual Conference • Chapter Activities: • Local Chapter Meeting • Sunday, March 19 • 11:00 to 3:00 pm • Lunch will be served from 11:00 to 11:50 • Meeting starts at 11:50 • Agenda is attached to this email • An RSVP will be sent to all officers for this meeting • Need to RSVP so we can get a count for lunch and seating

15. Events • HDI Annual Conference • Chapter Activities: • HDI Booth • Interested in helping in the HDI Booth? • Contact Karen Yuen at karen.yuen@eds.com or Rich Hand at rhand@thinkhdi.com • Great way to visit with members • Great way to spread the word about chapter activities • Great way to understand more about HDI • Two hour blocks of time needed • During expo hours only • See attached schedule of time

16. Training & Certification • HDTL (Help Desk Team Lead) Course • Introduced at the HDI Annual Conference • Online Exam Preps available for: • HDA Boot Camp • HDM • Coming soon: HDTL • HDTL Beta course • February 7 & 8 • Colorado Springs • Offered to Local Chapter officers • Discounted cost $550 • Exam included

17. HDI International • Goal: • “To grow the global community that is HDI and spread the HDI membership model, including local chapters, certification and events” • New Global Offices: • Now open: • HDI-Mena: located in Dubai, UAE • Serving the Middle East and North Africa • Opening 2nd quarter 2006 • Amsterdam • Kuala Lumpur • Other HDI offices • HDI Japan • HDI Brazil