Introduction
This will be a full day filled with
presentations on hot topics from the Service Desk industry along with
group workshops; both facilitated and presented by Subject Matter
Experts (SME) and Industry Practitioners eager to share their knowledge
and experience among the IT Service Delivery and Support Professionals
in our business community.
Don’t pass up this wonderful
opportunity to learn, network and have fun at this affordable price.
HDI is the world’s largest association of
help desk professionals and is a highly regarded association. The
Ottawa Help Desk Institute (HDI) is a not for profit organization
promoting member collaboration, networking opportunities, educational
programs and new technology for the Help Desk and IT Support industry.
Many of our members belong to the government and private industry:
businesses including private corporations, federal, provincial and
municipal government, staffing organizations, consulting firms, vendors
and educational institutions. Accenture, Anjura, City of Ottawa, Cognos,
Hewlett Packard, University of Ottawa, inRound Innovations and Wilcom
Systems are just a few of the members enjoying the benefits of the
Ottawa Help Desk Institute.
Proceeds are going to
Juvenile Diabetes Research Foundation.
Juvenile Diabetes Research Foundation Canada is an
affiliate of Juvenile Diabetes Research Foundation International
started in 1970, by a group of concerned parents of children with
juvenile (type 1) diabetes. They saw a need for an organization
dedicated to finding a cure for this potentially deadly disease, and
felt the way to find a cure for diabetes was through significant
funding of diabetes research.
Thank you for your participation!
The Ottawa Chapter Executives
Bogdan Procyk
Angie Reid
Jeff Lynt
Alec Norrie
Derek Karam
Don Stewart
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Agenda
|
Times |
Chariot Room |
Agora Room |
Adriatic Room |
|
8:00 - 8:30 |
|
|
Registration |
|
8:45 - 9:00 |
|
|
Welcome / Agenda |
|
9:00 - 9:30 |
|
|
Key Note Speaker
The “FISH” Principles
by: Muriel Jasek
(9:00 - 9:30) |
|
9:30 |
|
|
Judy Benda – HDI International
“Who, What and Why - HDI”
(9:30 - 10:30) |
|
10:30 |
Accenture
“To outsource or not – that is the question”
by: Sylvie Hanes
(10:30 - 12:30) |
Anjura
“Impact Operational Improvement with ITIL”
by: Chris Nuttal & Maggi Williams
(10:30-12:30) |
Canadian Border Services Agency (CBSA)
“Key Success Factors (KSF) for an Effective Service Desk”
by: Kirk Knight
(10:30 – 12:00) |
|
11:00 |
Accenture |
Anjura |
CBSA |
|
11:30 |
Accenture |
Anjura |
CBSA |
|
12:00 |
Accenture |
Anjura |
Lunch |
|
12:30 |
Lunch |
Lunch |
|
|
1:00 |
inRound Innovations
“Advanced Recruitment Methods ensuring the “Right Fit” in the HelpDesk hiring process”
by: Don Stewart
(1:00 - 2:00)
|
Ahead Technology Inc.
“Critical Success Factors for ITIL
Implementation”
by: Nasser El-Batal
(1:00 - 2:30) |
Canadian Call Centre Advisory Group
“Workshop - Best Practice
Performance Metrics for Service”
by: Michael Webster & Julie Troscinski
(1:00 - 4:00)
Advance
Registration required |
|
1:30 |
inRound |
Ahead |
WS |
|
2:00 |
|
Ahead |
WS |
|
2:30 |
Radar Solutions Group
“Calculating the Total Cost of Operations for your Help Desk /
Call Centre”
by: Alec Norrie
(2:30 – 3:30) |
Hewlett Packard
“A fool with a tool is still a fool”
by: Lindsay Parker
(2:30 - 4:00) |
WS |
|
3:00 |
|
HP |
WS |
|
3:30 |
Judy Benda
HDI International
“Support Centre Maturity Model”
(3:30 – 4:45) |
HP |
WS |
|
4:00 |
HDI |
|
WS |
|
4.30 |
HDI |
|
|
|
5:00-6:00 |
NETWORKING |
NETWORKING |
NETWORKING |
All session speakers are industry
practitioners with years of relevant experience!
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Session Summary
As we have mentioned, each presentation or workshop is
being delivered by Subject Matter Experts from Organizations rich in
Service Desk culture. A list of these speakers, their organizations and
the topic to be presented are listed below:
-
HDI
Ottawa Symposium 2004 Overview by Bogdan Procyk, President,
HDI Ottawa Chapter
-
“Who, What and Why - HDI”
from Judy
Benda, Executive Director - Training, HDI International
-
Key Note
Speaker: The “FISH” Principles by Muriel
Jasek, Co-founder and President, AJJA
-
“To outsource or not – that is
the question” by Sylvie Hanes, Senior Strategist & Helpdesks &
Call Center subject matter expert, Accenture
-
“Critical Success Factors
for ITIL Implementation” (PDF format) by Nasser El-Batal,
President, Ahead Technology
-
“Impact Operational Improvement
with ITIL’’ by Chris Nuttall, President, & Maggi
Williams, Senior Consultant, Anjura
-
“Impact Operational Improvement
with ITIL’’ (case study) by Chris Nuttall, President, & Maggi
Williams, Senior Consultant, Anjura
-
“Practical Workshop - Best Practice
Performance Metrics for a Service Centre” by Michael
Webster & Julie Troscinski, Canadian Call Centre Advisory Group
-
“Key Success Factors (KSF) for an
Effective Service Desk’’ by Kirk Knight, Senior Project
Advisor, Canadian Border Services Agency (CBSA)
-
“Support
Centre Maturity Model” by Judy
Benda, Executive Director - Training, HDI International
-
“A fool with a tool is still a fool!”
by Lindsay Parker, Senior Consultant, Hewlett Packard
-
“Advanced Recruitment Methods:
Ensuring the “Right Fit” in the HelpDesk hiring process” by
Don Stewart, Senior Partner, inRound Innovations Inc
-
“Training is an investment - A ROI Case Study’’
by Alec Norrie, Senior Partner, RADAR Solutions Group
-
“Training
ROI - Myth or Reality’’ (PDF format) by Ray Marchand, RADAR Solutions Group
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Registration Details
Proceeds are going to
Juvenile Diabetes Research Foundation.
| Admittance Fees (Lunch included with all of the
admittance fees) |
| |
| |
Register Before May 10 –
Get a discount when you
bring a colleague!! |
| |
|
| Members: |
|
$40 |
$20 (if you bring a
colleague) |
|
Non-members: |
Who do not want to become an HDI member |
$85 |
$45 (if you bring a
colleague) |
|
New-members: |
If you want to become a HDI member
(1 year Bronze membership valued at $75 US) |
$130 |
$45 (if you bring a
colleague) |
Workshop Advance Registration “Best Practice
Performance Metrics for Service Desks”
The Canadian Call Centre Advisory Group has offered
this workshop as their Sponsorship to the HDI Symposium. This is an
excellent workshop and do not pass it over. Since there are materials
costs associated with running this workshop we will need to know in
advance who plans to attend.
Attendance to the workshop is free however, if you
register and do not attend HDI will invoice you $35.00.
If you’re considering Membership in
the Chapter, you’ll get:
-
Attendance at Chapter meetings and special events
-
Discounts on Chapter sponsored training courses
-
The opportunity to network with your Help Desk
industry peers
-
Discounts on Chapter sponsored special events
-
Membership discount to the International HDI
-
Discount on attendance at the International HDI
Conference
How to Register
Register On-line
Or
Complete the printable
form (PDF file requires Adobe Reader) and fax it to (613) 729-4929.
We will send you a confirmation by email!
Do you have Questions about this Conference?
Call our HDI Ottawa Chapter office at (613) 860-3330 or
send an email to
HDI@magma.ca.
In addition, check out our website at,
www.hdiottawa.com. There you
will find more details and Chapter Executive contact information. Any
of our executive members will be pleased to answer your questions.
Symposium Location
Centurion Conference & Event Center
170 Colonnade Rd, S.
Ottawa, ON K2E 7J5
(613) 727-1044
www.centurioncenter.com
8:00 am – 6:00 pm
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Sponsors:
Gold Sponsors:
Silver Sponsors:
Bronze Sponsors:
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