Newsletter Industry Insider
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Conexão Internacional |
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HDI Press Releases
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HDI Press Releases from the Last 2 Months
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Think Services HDI Announces 2008 Service Management Conference and Expo -- New Three-Day Event to Focus on the Critical Role of IT Support within Service Management
Colorado Springs, Colo. ? May 6, 2008 ? Think Services? HDI? (http://www.thinkhdi.com), the world's
largest membership association for help desk and IT service and support professionals and the industry?s
premier certification body, today introduced a new conference designed for service and support
professionals who are implementing IT service management best practices. The HDI 2008 Service
Management Conference and Expo (http://www.thinkhdi.com/sm2008/) will be held October 15-17, 2008 at
the InterContinental Hotel in Miami, Florida.
The conference will provide comprehensive half-day workshops on challenging issues such as restoration
and control processes, continual service improvement, knowledge management, service catalogs, service
level agreements, and methods to measure service performance. In addition, HDI will provide advanced
sessions on budgeting, leadership, and workforce management.
HDI will also offer pre-conference certification courses for its most popular topics including HDI Support
Center Director, HDI Support Center Manager, ITIL? v3 Foundations, and Knowledge Management Foundations:
KCSSM Principles. Notable keynotes speakers include Victoria Labalme, author Neal Petersen, and motivational
guru Kirk Weisler.
HDI conducts the world?s largest conference for help desk and IT support professionals each spring and
provides educational opportunities for all levels of technical support staff. This newest event was
created at the request of HDI members and customers who want to develop business-centric support centers.
The demand for this event represents the growing adoption of service management best practices in North
America such as ITIL? and HDI Standards.
?HDI?s goal is to provide valuable experiences to our members and the service and support community
overall. This new Service Management Conference is designed to offer service professionals the expanded,
in-depth, educational opportunity they have been asking for, with the security of knowing HDI delivers
exceptional conference experiences,? stated Rich Hand, HDI Executive Director of Membership.
To learn more about HDI Service Management Conference and Expo, please visit http://www.thinkhdi.com/sm2008
or call 1.800.2485667 to request a brochure.
About HDI
HDI, a Think Services company, is the world?s largest IT service and support membership association
and the industry?s premier certification and training body. Guided by an international panel of
industry experts and practitioners, HDI is the leading resource for help desk/support center emerging
trends and best practices. HDI provides members with a vast repository of resources, networking
opportunities and the largest industry event - the HDI Annual Conference and Expo. Headquartered in
Colorado Springs, Colo., USA, HDI offers training in multiple languages and countries. For more
information, visit http://www.thinkhdi.com or call +1 719.268.0174.
About Think Services
Think Services connects specialized communities worldwide using innovative media, educational events,
consulting, training and certification. Providing comprehensive opportunities for people to learn from,
network with, and inspire each other, Think Services builds strong brands and works within communities
to foster a unique affinity with its products and services. The division's flagship products include
the Game Developers Conference, the Webby Award-winning Gamasutra.com, Game Developer magazine, the
International Customer Management Institute, HDI (formerly the Help Desk Institute), and Dr. Dobb's
Journal. Think Services is a subsidiary of United Business Media (http://www.unitedbusinessmedia.com/),
a global provider of news distribution and specialist information services with a market capitalization
of more than $2.5 billion. To learn more, visit http://www.think-services.com.
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Think Services? HDI Launches 11th Annual Practices and Salary Survey For the Help Desk/IT Service and Support Industry
Colorado Springs, Colo. ? April 21, 2008 ? Think Services? HDI? (http://www.thinkhdi.com), the world's largest membership association for help desk and IT service and support professionals and the industry?s premier certification body, today issued a call for participation in the 2008 HDI Practices and Salary Survey (http://www.thinkhdi.com/takethesurvey2008).
HDI?s comprehensive survey researches IT support operations and gauges industry movement in areas such as incident management, software adoption rates, outsourcing trends, staff training, performance metrics, customer satisfaction ratings, and salaries. The incident management area of the survey tracks historical data on incident volume, resolution rates, and fully-burdened costs per type of support including chat, email, and phone. The support tools section tracks which software applications and other tools are readily adopted and how they are utilized. The survey also monitors current support center practices such as framework implementation, service level agreements, and outsourcing trends. Performance metrics collected allow industry benchmarking for both phone processes. Lastly, the salary section tracks trends for all staff levels within the United States and Canada.
The resulting survey report allows help desk managers and IT service and support professionals to benchmark their centers? performance metrics, processes, and organizational maturity in relationship to the industry as a whole. In 2007, HDI collected and reported on survey data from more than 1,000 respondents representing five countries. HDI?s report archives date back to 1998.
?This survey report is one of the most utilized resources within our community,? said Rich Hand, HDI?s Executive Director of Membership. ?We encourage all companies to participate in this survey, which is open to both HDI members and non-members, because the more data HDI receives, the greater the value of the resulting report for the IT support industry as a whole.?
Support center managers can join this year?s survey participants at http://www.thinkhdi.com/takethesurvey2008. The deadline for participation is July 21, 2008. All participants will receive a copy of the 2008 HDI Practices and Salary Survey report.
Media and analysts may request a copy of the report from Allison Wroe of HDI at (719) 785-5355 or awroe@thinkhdi.com.
About HDI
HDI, a Think Service, Inc. company, is the world?s largest IT service and support membership association and the industry?s premier certification and training body. Guided by an international panel of industry experts and practitioners, HDI is the leading resource for help desk/support center emerging trends and best practices. HDI provides members with a vast repository of resources, networking opportunities and the largest industry event - the HDI Annual Conference and Expo. Headquartered in Colorado Springs, Colo., USA, HDI offers training in multiple languages and countries. For more information, visit http://www.thinkhdi.com or call +1 719.268.0174.
About Think Services
Think Services connects specialized communities worldwide using innovative media, educational events, consulting, training and certification. Providing comprehensive opportunities for people to learn from, network with, and inspire each other, Think Services builds strong brands and works within communities to foster a unique affinity with its products and services. The division's flagship products include the Game Developers Conference, the Webby Award-winning
Gamasutra.com, Game Developer magazine, the International Customer Management Institute, HDI (formerly the Help Desk Institute), and Dr. Dobb's Journal. Think Services is a subsidiary of United Business Media (http://www.unitedbusinessmedia.com/), a global provider of news distribution and specialist information services with a market capitalization of more than $2.5
billion. To learn more, visit http://www.think-services.com.
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EMERGING TECHNICAL SUPPORT PRODUCTS AND SERVICES
TO LAUNCH AT CMP?S HDI 2008 WORLD CONFERENCE
Colorado Springs, Colo., February 20, 2008 ? CMP?s HDI (www.thinkhdi.com), the world's largest membership association for IT service and support professionals and the premier certification body for the industry, announced that more than 90 leading companies will exhibit, and many will launch new products and services at the HDI Annual Conference & Expo (http://www.thinkhdi.com/hdi2008), the world?s largest and most respected industry event for IT help desk and service and support professionals. HDI 2008 will be held at the Gaylord Texan Resort in Dallas, Tex., March 9 ? 12, 2008.
The HDI Annual Conference & Expo is the premier launch pad for new products, services and innovative technologies within the IT service and support industry. Nearly 3,000 technical support professionals will attend technology-focused and business-process sessions, as well as product showcase sessions from the leading service and support vendors.
Some of the hottest technology and service areas to be represented at the conference and expo include customer satisfaction measurement, identity management, ITIL implementation, outsourcing, telephonic interpretation and security management. In addition, vendors will feature the latest solutions for help desk and service desk support including asset management, CRM, data recovery, email management, knowledge management, network monitoring, remote support, self-help and self-healing technologies, user provisioning technologies and web-based support.
Companies exhibiting at HDI 2008 include: ABS Associates, Inc., Activate, Inc., Advanced Software Products Group, Inc. (ASPG, Inc.), AdventNet, Aeroprise, Ajilon, Avatier Corporation, Axios Systems, Big Bang LLC, BMC Software, Bomgar, Boss Solutions, CA, Inc., CDI IT Solutions, Cherwell Software, Citrix Online, CompTIA, Consulting-Portal, Inc., Cordaware GmbH Informationslogistik, Courion Corporation, CustomGuide, Inc., Diaphonics/Nuance, Digital Fuel Technologies, DriveSavers Data Recovery, Flowan Software Inc., FrontRange Solutions, Gold Systems, Hornbill Systems Inc., HP Software, iET Solutions, Infra Corporation, InQuira, IssueTrak, Inc., ITSM Academy, iWave Software, KACE, Kaseya International Limited / Global, Kinetic Data, Knowledge Accelerators, KnowledgeBroker, Inc., LANDesk, Linium, LLE - Language Services, LogMeIn, Marval Group North America/Stroma Inc., Monitor 24-7, Motorola, Inc., M-Tech Information Technology, Inc., NetOp Tech, Inc., NetSupport, Inc., NetworkD Corporation, NTR Global, Numara Software, Parature, PC Helps Support, Inc., Plantronics, PMG, PS'Soft, PureShare, Inc., REM Enterprise Solutions, RightAnswers, Robert Half Technology, Runzheimer International, ScriptLogic Corp., Seagate Recovery Services, Service-now.com, SKINKERS, SunView Software Inc., SupportSoft, SupportSpace, Symantec, Symon Communications, Syntellect, Inc., TechExcel, Inc., Technisource (Formerly Spherion), TechTeam Global, Inc., Telecorp Products, Inc., Texas Digital, Ticomix, Inc., TiFiC/Riverturn, T-Metrics, Inc., Touchpaper, TouchStar, TuringSMI, VMC, Web Help Desk, WebEx and Westbury USA.
For more information on HDI 2008, visit http://www.thinkhdi.com/hdi2008, or call 1-800-248-5667. For media and analyst registration, contact Allison Wroe at 719.785.5355 or awroe@thinkhdi.com.
About HDI:
HDI (www.thinkhdi.com)
is the world?s largest IT service and support membership association and the industry?s premier training and certification body. Guided by an international panel of industry experts and practitioners, HDI is the leading resource for help desk/support center emerging trends and best practices. HDI provides members with a vast repository of resources, networking opportunities and the largest industry event - the HDI Annual Conference and Expo. Headquartered in Colorado Springs, Colo., USA, HDI offers training in multiple languages and countries.
About CMP:
CMP (www.cmp.com/) is a media and marketing solutions company serving the technology industry. With the leading online, event and print brands in all technology market categories, and with services and tools that reach beyond traditional advertising, CMP shapes and influences the technology industry worldwide. CMP publishes highly respected media brands such as TechWeb, InformationWeek, ChannelWeb, CRN, EE Times and TechOnline; produces major industry events such as Interop, Web 2.0 Expo, XChange, Game Developers Conference and the Embedded Systems Conferences; and provides business information and marketing services such as the International Customer Management Institute, Semiconductor Insights and Second Life consulting for technology marketers. CMP is a subsidiary of United Business Media (http://www.unitedbusinessmedia.com/), a global provider of news distribution and specialist information services with a market capitalization of more than $3 billion. For more CMP news, go to cmp.com/news.
Allison Wroe
Executive Director of Marketing
HDI Leading IT Service & Support
tel: 1.800.248.5667
direct: 719.785.5355
fax: 719.268.0184
email: awroe@thinkhdi.com
www.ThinkHDI.com
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United Business Media Acquires Think Service
New York, NY January 23, 2008 ? United Business Media plc (www.unitedbusinessmedia.com) today announced that it has acquired Think Service, Inc. (www.thinkhdi.com) on behalf of CMP Technology (www.cmp.com). UBM has acquired Think Service from its founder-owners for an initial cash consideration of $24.5 million, with a further performance-related consideration of up to $5 million, payable over the next 12 months.
The Jordan, Edmiston Group, Inc. (www.jegi.com), a New York-based independent investment bank that specializes in media and information, represented Think Service in this transaction and acted as its exclusive financial advisor.
Headquartered in Colorado Springs, CO, Think Service is a membership, certification and training, and events organization focused on IT service and support practitioners. It is the U.S. market leader in the provision of training and information to service desk employees, also known as help desk employees. With 38 full-time employees, TSI operates the oldest and largest association for IT support personnel in the world, serving more than 7,500 members. TSI also organizes an annual Conference & Expo that attracts over 2,000 attendees and is recognized as the industry?s leading event for IT support professionals.
TSI is a highly complementary addition to CMP Technology?s existing International Customer Management Institute (ICMI) business which focuses on call center consulting, membership, certification and training, and events. ICMI was acquired in 2005 to complement CMP?s existing leadership position in call center events and marketing services. UBM has continued to build its customer management and call center business worldwide, with interests now extending across the U.S., UK, Europe, Singapore, Hong Kong, Philippines, Thailand and Japan.
David Levin, Chief Executive Officer of United Business Media, said, ?Think Service is a business with strong revenue and profit growth potential, both in the U.S. and worldwide and is a great fit with CMP Technology?s existing ICMI business. The acquisition of TSI is another step in the continuing development of CMP?s global exhibition, training and consulting business serving the worldwide professional IT support market, an attractive and growing market.?
About Think Service
Think Service is dedicated to helping IT service and support professionals and their organizations maximize the return on their professional development expenditures. To this end, TSI focuses on establishing industry best practices, developing certification and training programs based on internationally-recognized standards, and providing members with timely access to valuable industry resources and events. Founded in 1989, Think Service is the world?s largest membership association for internal and external IT Service and Support professionals, with more than 7,500 members and 68 local chapters worldwide.
About United Business Media
United Business Media is a leading global business media company that informs markets and brings the world?s buyers and sellers together at events, through online, in print, and with the information they need to do business successfully. UBM focuses on serving professional commercial communities, from doctors to game developers, from journalists to jewelry traders, from farmers to pharmacists around the world. The company?s 5,000 staff in more than 30 countries is organized into specialist teams that serve these communities, helping them to do business and sustain effective and efficient markets.
About JEGI
The Jordan, Edmiston Group, Inc. (JEGI) of New York, NY is a leading independent investment bank for the media and information industries. As a leading M&A advisor to media and information companies, JEGI has closed numerous high-profile transactions for: Global Media and Information Companies; Entrepreneurial Owners; and Private Equity and Venture Capital Funds. JEGI has established an impeccable reputation in the marketplace, which reflects its superior performance on behalf of its clients. The firm?s executive team of investment bankers has over 200 years of combined experience across the media and information market sectors that JEGI serves.
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Technical Service and Support?s Premier Conference and Expo, HDI 2008
To Be Held March 9-12, 2008 in Dallas, Texas.
COLORADO SPRINGS, Colo. ? December 19, 2007 ? HDI (http://www.thinkhdi.com), the world?s largest IT service and support membership association and the industry?s premier training and certification body, today announced the premier event for the technical support industry, the HDI 2008 Conference & Expo: Reach Beyond the Ordinary (http://www.thinkhdi.com/hdi2008). More than 3,000 customer and IT support professionals, managers, directors and executives will gather at the Gaylord Texan Resort in Dallas, Tex. for HDI 2008, March 9-12, 2008. Event highlights will include:
- Six keynote presenters, including: NFL Legend Emmitt Smith, Monster.com founder Jeffrey Taylor, Former NASA Director of Operations Gene Kranz, leadership expert and author Jason Jennings, Benjamin Zander, conductor of the Boston Philharmonic and Robyn Benincasa, Eco-challenge Champion.
- 100+ conference sessions in eight tracks focusing on internal and external service and support issues, support operations management, ITIL?, customer service, proven strategies, new tools and technologies and more
- 14 in-depth, pre-conference workshops, including ITIL? and HDI Certification training and testing
- Dozens of knowledgeable speakers and practitioners
- Expo Hall showcasing 100+ vendors featuring new products and services
- A wide range of networking and social activities, including a private concert by The Doobie Brothers
?In planning this year?s event, we truly wanted to reach beyond the ordinary to create a conference that was unparalleled in its content as well as networking opportunities and fun,? commented Fiona Henderson, HDI?s executive director of events. ?We believe this is reflected in the wide range of keynote presenters, as well as the sheer number and variety of topics, which yield something for everyone and the unique networking opportunities and special events we have planned.?
?HDI 2008 will provide help desk, customer service and IT support professionals with unparalleled education, insight and thought leadership. Seminars, case studies, in-depth round table discussions and workshops will be led by industry analysts, representatives from top solution providers and seasoned practitioners,? stated Peggy Libbey, president and COO, HDI. ?Senior executives, directors and new support managers will all find sessions that address their specific needs and challenges and generate new constructs for service excellence. If you are responsible for internal technical support, help desk or call center, or external technical customer support, plan now to attend this extraordinary conference and expo.?
For media and analyst registration, contact Allison Wroe at awroe@thinkhdi.com, or call HDI at 1-800-248-5667.
About HDI
HDI, a Think Service, Inc. company, is the world?s largest IT service and support membership association and the industry?s premier certification and training body. Guided by an international panel of industry experts and practitioners, HDI is the leading resource for help desk/support center emerging trends and best practices. HDI provides members with a vast repository of resources, networking opportunities and the largest industry event - the HDI Annual Conference and Expo. Headquartered in Colorado Springs, Colo., USA, HDI offers training in multiple languages and countries. For more information, visit http://www.thinkhdi.com or call +1 719.268.0174. (Think Service, Inc. and HDI are not affiliated with Customers International Limited or HDI Europe.)
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Media Contact:
Allison Wroe
HDI
+1-719-785-5355
awroe@thinkhdi.com
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