1. HDI Updates November 2005

2. Local Chapters Local Chapter Excellence Awards Local Chapter Excellence Awards Don’t forget….Don’t forget…. Due date for all submissions Due date for all submissions December 18, 2005December 18, 2005 Chapters notified by February 14, 2006Chapters notified by February 14, 2006 Awards presented at HDI Annual ConferenceAwards presented at HDI Annual Conference March 19-22 March 19-22 Nashville, TN Nashville, TN Local Chapter Meeting – Sunday, March 19 Local Chapter Meeting – Sunday, March 19 Meeting from 11:00 to 3:00Meeting from 11:00 to 3:00 Lunch served from 11:00 to 12:00Lunch served from 11:00 to 12:00 Meeting goes from 12:00 to 3:00Meeting goes from 12:00 to 3:00

3. Local Chapters Local Chapter Circle of Excellence Local Chapter Circle of Excellence Committee continues to meet and revise criteriaCommittee continues to meet and revise criteria Goal is to have Circle of Excellence ready for rollout to chapters:Goal is to have Circle of Excellence ready for rollout to chapters: December 2005 December 2005 Circle of Excellence begins January 2006 and goes by calendar yearCircle of Excellence begins January 2006 and goes by calendar year Interested chapters must submit an application form to be consideredInterested chapters must submit an application form to be considered Applications will be accepted only in January Applications will be accepted only in January Can’t decide in middle of year to participate Can’t decide in middle of year to participate More information will be forthcoming in the next monthMore information will be forthcoming in the next month

4. Local Chapters HDI Analyst of the Year Local level: Local level: Chapters are holding meetingsChapters are holding meetings Get winners names to your regional director for Regional judgingGet winners names to your regional director for Regional judging Regional level: Regional level: Chapter winners will be judgedChapter winners will be judged Due date comes from Regional directorsDue date comes from Regional directors

5. Local Chapters Officers Summit: Officers Summit: Start planning now!!!!Start planning now!!!! June 2-4, 2006 June 2-4, 2006 Colorado Springs, CO Colorado Springs, CO Antlers Hilton Hotel Antlers Hilton Hotel $129 per night $129 per night

6. HDI Logo Usage HDI logo – see attached documents HDI logo – see attached documents Updating 2006 Local Chapter Manual with specific usage guidelinesUpdating 2006 Local Chapter Manual with specific usage guidelines Please make sure all officers are informed of the correct usage for the HDI logoPlease make sure all officers are informed of the correct usage for the HDI logo Please update your websites with the correct HDI logoPlease update your websites with the correct HDI logo All local chapter materials need to have the updated HDI logo on themAll local chapter materials need to have the updated HDI logo on them

7. Membership Deliverables Metrics guide Metrics guide Should have hit your deskShould have hit your desk Topic: “Cost per incident per channel”Topic: “Cost per incident per channel” SPIN SPIN Tuesday, November 15Tuesday, November 15 Topic: “From Passion to Perfection: Measure Your Success & Improve Your Process”Topic: “From Passion to Perfection: Measure Your Success & Improve Your Process” Speaker: Jim BoltonSpeaker: Jim Bolton Tuesday, December 13Tuesday, December 13 Topic: “Knowledge: The Missing Piece of ITIL”Topic: “Knowledge: The Missing Piece of ITIL” Speaker: Rick JoslinSpeaker: Rick Joslin

8. Membership Deliverables Support World Support World Coming the 2 nd week of NovemberComing the 2 nd week of November Practices & Salary Surveys Practices & Salary Surveys Coming as one book this yearComing as one book this year Salary Survey online…encourage you to go and take this surveySalary Survey online…encourage you to go and take this survey Will be online for two more weeks Will be online for two more weeks www.thinkhdi.com www.thinkhdi.com Delivered to members by end of year, 2005Delivered to members by end of year, 2005

9. Membership Special deal for Local Chapter libraries & members: Special deal for Local Chapter libraries & members: Order form sent to all officersOrder form sent to all officers Phil Verghis’ book “The Ultimate Customer Support Executive” Phil Verghis’ book “The Ultimate Customer Support Executive” Kirk Weisler’s “Dog Poop Initiative” book Kirk Weisler’s “Dog Poop Initiative” book Special deal expires December 31, 2005 Special deal expires December 31, 2005

10. Training/Certification HDI University HDI University December 12-16December 12-16 San Diego, CA San Diego, CA Westin Horton Plaza Westin Horton Plaza Make a week out of it…package deals available…check online for special deals! Make a week out of it…package deals available…check online for special deals! Classes Offered: Classes Offered: Developing & Maintaining Effective Service Level ManagementDeveloping & Maintaining Effective Service Level Management Achieving Efficiencies Through Performance MetricsAchieving Efficiencies Through Performance Metrics How to Lead, Coach & Provide Effective FeedbackHow to Lead, Coach & Provide Effective Feedback HDA Boot CampHDA Boot Camp HDMHDM Knowledge Management Foundations: KCS PrinciplesKnowledge Management Foundations: KCS Principles ITIL FoundationsITIL Foundations

11. Training/Certification Certification Testing: Certification Testing: Offered at all HDI UniversitiesOffered at all HDI Universities HDA and HDM only HDA and HDM only Paper based testing Paper based testing Proctored by HDI Proctored by HDI Must be taking the certification class Must be taking the certification class Test included in the price of the class Test included in the price of the class Testing offered at HDI Annual ConferenceTesting offered at HDI Annual Conference HDA and HDM only HDA and HDM only Offered to everyone Offered to everyone Several testing times scheduled Several testing times scheduled Sign up on site Sign up on site $125 -- HDA test $125 -- HDA test $140 -- HDM test $140 -- HDM test NEW

12. Events HDI Annual Conference HDI Annual Conference March 19-22, 2006March 19-22, 2006 Nashville, TNNashville, TN Opryland HotelOpryland Hotel Brochures will be mailed to each chapter by middle of November Brochures will be mailed to each chapter by middle of November Early bird registrations: Early bird registrations: Register by December 16 to receive a free one-day pre- conference workshop ($395 value)Register by December 16 to receive a free one-day pre- conference workshop ($395 value) Register by January 20 to get early bird discountRegister by January 20 to get early bird discount

13. Events HDI Annual Conference HDI Annual Conference Chapter Activities:Chapter Activities: Local Chapter Meeting Local Chapter Meeting Sunday, March 19Sunday, March 19 11:00 to 3:00 pm11:00 to 3:00 pm Location TBDLocation TBD Booth support Booth support Interested in helping out at the boothInterested in helping out at the booth Two hour increments of timeTwo hour increments of time Schedule will be forthcomingSchedule will be forthcoming More activities to come…watch for updates More activities to come…watch for updates

14. Forums Higher Education Higher Education November 8-11November 8-11 Glenwood Springs, COGlenwood Springs, CO Hosted by Colorado Mountain College Hosted by Colorado Mountain College Financial Financial December 11-13 San Diego (at HDI University)December 11-13 San Diego (at HDI University) Securities, Banking, Credit companies, etc…Securities, Banking, Credit companies, etc… Westin Horton PlazaWestin Horton Plaza Healthcare Healthcare December 11-13 San Diego (at HDI University)December 11-13 San Diego (at HDI University) Hospitals, clinics, specialtiesHospitals, clinics, specialties Westin Horton PlazaWestin Horton Plaza

15. Forums Support Center Leadership Support Center Leadership March 19-22, 2006March 19-22, 2006 Nashville, TNNashville, TN Sr. Managers and Directors that don’t necessarily fall into another verticalSr. Managers and Directors that don’t necessarily fall into another vertical Government Government Details are currently being formedDetails are currently being formed Interested in joining a forum? Interested in joining a forum? Contact Leslie Cook at lcook@thinkhdi.comContact Leslie Cook at lcook@thinkhdi.com