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HDI Capital Area 2008 IT Service & Support Event

• Positely Contagious - Kirk Weisler
• Synergizing the Generations & ITIL Change in Workplace - Brenda Iniguez
• TTGSI Transforming the Helpdesk - Bill Donahue
• IT Service & Support Event Handout
• HDI Newsletter-October 2008 Special Edition

Presentations

• IT Service Management Perspectives - Bill Jones
• Delivering Customer Service in the Cloud - Lisa DeMille
• Problem Management - Hugo Mendoza
• Avoiding Common Survey Mistakes - Frederick Van Bennekom
• Social Media and Me - Heather Donnelly
• The Irate Caller - Heather Donnelly
• Benefits of Understanding Working Styles - Whittle Consulting Group
• Popsicle Sticks & Flying Objects - Kirk Weisler
• Incident Managent Best Practices - Chris Pope
• Using ITIL's Key Metrics to Impact Core Business Decisions - Nikki Haase
• Recession Proof Your LIFE - Phil Gerbyshak
• Improvement, Innovation, Ingenuity - Joanne Smikle
• Traditional vs Quality Management - Ajit Silva
• Writing A Useful Incident Description - Leslie O'Flahavan,
• Beyond Illusions - Brad Barton
• How to Write Great E-mail - Leslie O'Flahavan,
• Working with Support Teams Beyond the Help Desk - Char LaBounty
• Marketing Your Help Desk - Sandy Seroskie

Templates

• Marketing Your Help Desk-Service Catalog Template 05-21-08
• Marketing Your Help Desk-Tri-Fold Template 05-21-08
• Marketing Your Help Desk-Newsletter Template 05-21-08
• Marketing Your Help Desk-Desktop Support Leave Behind 05-21-08
• Sample Consolidation Project Plan (MS Project file)
• Sample Service Catalog
• Sample Memorandum of Understanding
• Sample Email Communication
• Sample Brochure
• Sample Posters
• Sample Statistic Report
• Celebrating Success
• Marketing Materials for Your Help Desk-Catalog

Miscellaneous Items

• HDI Analyst of the Year Brochure
• HDI Capital Area By-Laws
• Eight Essential Writing Skills for Techies
• ITIL Overview
• ITIL Preparation Tips
• ITIL Tool Selection
• Value of Associations
• 5 Forbidden Phrases
• 5 Forbidden Phrases Handout
• 5 Forbidden Phrases Scripts
• Controlling A Call