1. Introduction to HDI Meeting Salt Lake City Local Chapter January 31, 2013

2. www.ThinkHDI.com Agenda HDI History What HDI Offers Local Chapters ©2011 HDI. All rights reserved.

3. www.ThinkHDI.com Who is HDI? HDI is the worlds largest association for the support professional HDI began in 1989 by Ron Muns, CEO & Founder HDI Partner Offices are located in Japan, Brazil, Nordic, Middle East HDI has 6,000 members globally With over 5,000 members in North and South America Headquarters in Colorado Springs, CO 60+ Local Chapters throughout US & Canada Part of UBM TechWeb ©2011 HDI. All rights reserved.

4. www.ThinkHDI.com HDI through the Years ©2011 HDI. All rights reserved. 1989-19981998-2003 2003-2004 2004-2010 2010-Present

5. www.ThinkHDI.com Who does HDI Support? Support Professionals Managers Service desk Desktop Support Analysts Service desk Desktop Support C-level Vendors Analysts and Industry experts Consultants, media, etc. ©2011 HDI. All rights reserved.

6. www.ThinkHDI.com What HDI Offers… Membership Conference and Events Certification and Training Industry Resources/Research Community ©2011 HDI. All rights reserved.

7. www.ThinkHDI.com Membership ©2011 HDI. All rights reserved.

8. www.ThinkHDI.com Membership Levels Platinum Plus Platinum Gold Silver Bronze Forum Student Officer ©2011 HDI. All rights reserved.

9. www.ThinkHDI.com Membership Levels Forum | $4,500 - $6,500 (depending on group) – Strategic group of leaders Meet face-to-face 2-3 meetings per year depending on group – Forum Groups include: Customer Technical Support Desktop Support Executive Government Healthcare Providers Higher Education Law Retail Support Center Leadership

10. www.ThinkHDI.com Membership Levels Platinum Plus Membership | $1,995 – 1 Platinum Membership – 4 Gold Memberships (Plus Golds) Can purchase additional Gold memberships for $395 – 1 online Certification Course (SCR, SCA, DST) – 1 ITIL Lite for all 5 members – Access to HDI Support Center Self-Evaluation – Local Chapter Membership – Online Resources – SupportWorld for all named members – Discounts for Conference and training for all employees at members location.

11. www.ThinkHDI.com Membership Levels Platinum Membership | $795 – 1 Platinum Membership 2 web only accounts Can purchase an additional gold for $395 – 1 online Certification Course (SCR, SCA, DST) – Access to HDI Support Center Self-Evaluation – Local Chapter Membership – Online Resources – SupportWorld – Discounts for Conference and training for all employees at members location.

12. www.ThinkHDI.com Membership Levels Gold | $495 – 1 Gold Membership 2 Web-Only accounts – 1 ITIL Lite Course – Access to HDI Support Center Self-Evaluation – Local Chapter Membership – Online Resources – SupportWorld – Discounts for Conference and Training

13. www.ThinkHDI.com Membership Levels Silver | $165 – 1 Silver Membership – Local Chapter Membership – Online Resources – SupportWorld – Discounts for Conference and Training – This is an online only membership

14. www.ThinkHDI.com Membership Levels Bronze | $75 – Local Chapter Membership Student | $35 – Equal to a Silver – Specific Application Educational Institution Student ID Number Major Expected year of graduation Trial Membership | Free 3 Month Silver Membership Member will receive an invoice Chapters can give away *Membership Applications are in Live Meeting Handouts

15. www.ThinkHDI.com New Membership When a NEW member signs up the membership is active (assuming we have received payment): – Online: 1 business day turn around – Phone: Immediately – Fax: Immediately What does the member get after they join? – Email welcoming them This email has their username and password to thinkhdi.com – New Member Kit Silver Member: – Welcome Letter, Membership Certificate, HDI Fact Sheet and HDI History Sheet Gold and Above: – (See Silver) and Note Pad, Current SupportWorld, Focus Book, Practices and Salary Report, Service and Support Handbook

16. www.ThinkHDI.com Renewing Membership What does HDI do for renewals? 90 days from Expiration – A hard copy invoice is sent (blue paper) 60 days from Expiration – Email Reminder is sent 30 days from Expiration – An email reminder is sent to the member – A phone call is made to remind the member of the approaching expiration. 30 days after Expiration – Sorry we lost you email

17. www.ThinkHDI.com How can a Member Renew? Mail invoice with payment Call our Customer Care Center Fax in invoice with payment RENEW ONLINE! (this is not a typo!)

18. www.ThinkHDI.com HDI National Membership Contacts Contact Information Kerri Hanna Membership Coordinator khanna@thinkhdi.com 719-268-0327 Leslie Cook Membership Director lcook@thinkhdi.com 719-268-0338 ©2011 HDI. All rights reserved.

19. www.ThinkHDI.com Conference ©2011 HDI. All rights reserved.

20. www.ThinkHDI.com HDI Annual Conference & Expo Industrys leading conference 23 rd year in 2012 Speakers are industry experts and analysts Attendees are a blend: – Practitioners – Executives – Media analysts – Vendors 70% are HDI members ©2011 HDI. All rights reserved.

21. www.ThinkHDI.com HDI 2013 April 16-19, 2013 Mandalay Bay Las Vegas, NV ©2011 HDI. All rights reserved.

22. www.ThinkHDI.com FUSION 12 FUSION 13 October 20-23, 2013 Gaylord Opryland Nashville, TN ©2011 HDI. All rights reserved.

23. www.ThinkHDI.com Certification and Training ©2011 HDI. All rights reserved.

24. www.ThinkHDI.com Certification Courses Individual Certifications – Customer Service Representative – Support Center Analyst – Support Center Team Lead – Support Center Manager – Support Center Director – Desktop Support Technician – Desktop Support Manager Additional Offerings – Knowledge Management Foundations: KCS Principles – ITIL Foundations – ITIL Lite ©2011 HDI. All rights reserved.

25. www.ThinkHDI.com Industry Resources and Research ©2011 HDI. All rights reserved.

26. www.ThinkHDI.com HDI Deliverables… ©2011 HDI. All rights reserved. White papers Member Toolbox Templates, guides, directions, formulas, etc. Industry Insider eNewsletter Webcast Theater Educational & content driven webinars Research Corners monthly research on specific hot topics, with monthly results Solution Centers Practices & Salary Report Two yearly reports: Support Services and Desktop Support Support World Magazine

27. www.ThinkHDI.com Community ©2011 HDI. All rights reserved.

28. www.ThinkHDI.com A Community Offers… …Attaining together what no one person or organization could do alone. ©2011 HDI. All rights reserved.

29. www.ThinkHDI.com Professionals… Doctors – AMA Lawyers – American Bar Association Professional Speakers – National Speakers Organization Support Professionals … ©2011 HDI. All rights reserved.

30. www.ThinkHDI.com Your Professional Community… ©2011 HDI. All rights reserved.

31. www.ThinkHDI.com Our HDI Community is where… Coming together is a beginning Keeping together is progress Working together is a success! ©2011 HDI. All rights reserved.

32. www.ThinkHDI.com Making Connections HDI provides you with the opportunities to make connections and build relationships: – Membership – Conferences – Local Chapters ©2011 HDI. All rights reserved.

33. www.ThinkHDI.com HDIs Advisory Boards/Council ©2011 HDI. All rights reserved. Member Advisory Board Strategic Advisory Board Desktop Support Advisory Board Customer Technical Support Council

34. www.ThinkHDI.com Cynthia Monroe Member At Large Member Advisory Board Eddie Vidal Southeast Regional Dir. Terry Allen Central Regional Dir. Bryan Kercheval Mid West Regional Dir. Kelly McLaughlin Northeast Regional Dir. Chair-Elect Kerri Hanna HDI Representative Sandy Seroskie Chairman Tony DiPerna Member At Large Vikki Janson Member At Large Brandon Caudle Western Regional Dir. Yvonne Harrison Committee Member Jeff Brooks Member at Large Craig Baxter HDI Representative Tony Bigonia Financial Regional Dir. Leslie Cook HDI Representative

35. www.ThinkHDI.com HDI Local Chapters ©2011 HDI. All rights reserved. Local Chapters provide an opportunity for Support Center and Desktop managers and staff, within specified geographic areas, to meet on a regular basis. Local Chapters hold meetings to network with peers, to share ideas and challenges, and to hear presentations on topics selected by the Local Chapter. Local Chapters operate as separate entities, autonomous from, but with the support of, HDI.

36. www.ThinkHDI.com Local Chapter Positions President VP, Programs VP, Membership VP, Vendor Relations VP, Communication VP, Finance Others…Librarian, Historian, Special Events,, Social Media, Content etc… ©2011 HDI. All rights reserved.

37. www.ThinkHDI.com Call to Action Join HDI Invite others to join you in our local chapter ©2011 HDI. All rights reserved.