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 Chapters HDI 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 Chapters HDI 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 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 6 th free Available only for paid attendees If company has already received the 6 th 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 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.comkaren.yuen@eds.comrhand@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 2 nd quarter 2006 –Amsterdam –Kuala Lumpur Other HDI offices –HDI Japan –HDI Brazil