Our program is your program!
Listed below are our past activities of the 2003-2007 year
program.
October 17, 2007
The 10 secrets of the highly effective negotiator
Location: Gilberte Paquette
Garden (6th floor of the Élisabeth Bruyère Health Centre) 43 Bruyère St,
Ottawa. parking on street in front and behind the hospital or in the lot
for a fee
Registration: 8:00 to 8:30 am
Breakfast: 8:00 to 8:30 am
Meeting Time: 8:30 to 10:00 am
Guest Speaker:
Guy Cabana
In life you do not get what you deserve
but more so what you negotiate for. This session is
packed with 10 easy steps to negotiate relationships,
agreements, and contracts. With multiple funny stories,
you will learn that negotiation is an art that everyone
can easily apply in their personal and professional
lives. People leave this conference with an
understanding that you can control your destiny.
More>>
May 16, 2007 Empowering the
Service Desk Through Quick Wins
Location: Embassy West Hotel
1400 Carling Ave.
Registration, Breakfast &
Vendor Exhibits: 7:30 – 8:30 am
Opening: 8:15 am – 8:30 am
Opening Keynote: 8:30 am – 9:45 am
Break: 9:45 am – 10:00 am
Management Track/Technology Track: 10:00 am – 12:00 pm
Lunch & Vendor Exhibits Continue:12:00 pm – 1:00 pm
Management Track/Technology Track: 1:00 pm – 3:00 pm
Break: 3:00 pm – 3:15 pm
Closing Keynote: 3:15 pm – 4:30 pm
Conference Wrap Up & Prize Give-away: 4:30 pm – 4:45 pm
An informative opportunity for service desk managers
and staff to learn ways to gain power and work towards having the
resources they need and the strong service desk they deserve.
More>>
Click to view the following presentations:
Best Practice Quick Wins at the Service Desk
Customer Feedback: It’s Not A Complaint – It’s A Gold Mine!
Be A PLAYER!
Just In Time Knowledge
Management Development for New Managers
Managing Change within the Service Desk
January 17, 2007 Moving from
Chaos to Order
Location: Gilberte Paquette
Garden (6th floor of the Élisabeth Bruyère Health Centre) 43 Bruyère St,
Ottawa. parking on street in front and behind the hospital or in the lot
for a fee
Registration: 8:00 to 8:30 am
Breakfast: 8:00 to 8:30 am
Meeting Time: 8:30 to 10:00 am
For our January 17th meeting, your HDI Ottawa Local
Chapter Executive is pleased to announce that Air Force Captain Mike
Clark will present a road to success from “Chaos to Order” implementing
an ITSM that exploits ITIL Best Practices in a service desk environment.
More>>
November 15, 2006 The ITSM Journey
Location: Gilberte Paquette
Garden (6th floor of the Élisabeth Bruyère Health Centre) 43 Bruyère St,
Ottawa. parking on street in front and behind the hospital or in the lot
for a fee
Registration: 8:00 to 8:30 am
Breakfast: 8:00 to 8:30 am
Meeting Time: 8:30 to 10:00 am
Click here to view
the Agriculture and Agri-Food Canada presentation
that was presented by Foad Faridani and Kelly McGurrin at our
November 15 meeting
October 18, 2006
Service Level Management-The Cornerstone of Process Maturity
Location: Gilberte Paquette
Garden (6th floor of the Élisabeth Bruyère Health Centre) 43 Bruyère St,
Ottawa. parking on street in front and behind the hospital or in the lot
for a fee
Registration: 8:00 to 8:45 am
Breakfast: 8:00 to 8:45 am
Meeting Time: 8:45 to 10:30 am
Guest Speaker:
Char LaBounty
Business dependence on IT and IT alignment with
business objectives defines co-dependence of modern business. However IT
managers need proven tools and methodologies that help drive operations
toward the elusive goal of alignment. The use of service level
agreements is a powerful mechanism for providing effective process and
methods for maintaining critical IT business alignment in a complex
environment of ongoing business and IT change.
More>>
June 21, 2006 HDI Golf Day
Networking and fun
day. This is the final chapter meeting of the
year
May 11, 2006 One Day trade event
with Ron Muns keynote speaker
Location: Embassy West
Conference Centre
Guest Speaker:
Ron Muns
Following Ron we will have several
presentations and workshops of high value for attendees.
More>>
April 19, 2006 HDI Survey
Interactive Session + Help Desk Tour
Speaker: Maggie Williams.
Find out what the industry is doing and how you are doing.
More>>
February 15, 2006 ITSMF and HDI
workshop
February 15, 2006 -
Museum of Civilization Restaurant, 100 Laurier Street, Gatineau (Hull),
QC
Breakfast: 7:30 to 8:00 am, Meeting: 8:00 to 10:00 am
Guest Speaker: John Deland,
CGI Solutions
Learn ITIL and HDI in a workshop. John Deland has over 35 years
of IT related experience providing him a solid background in service
management. More>>
Road to Service Excellence by John Deland
January 18, 2006 The Road to Best
in Class
Guest Speaker: Darrell Bond,
RADAR Solutions Group
The trend in the service industry today is to do more with less. This
doesn't necessarily translate into having budgets slashed or
"right-sizing" your teams, but more pointedly, being pushed to deliver
more and better service within the existing infrastructure. Many service
organizations today are struggling, and in many cases failing, to meet
this challenge. More>>
November 16, 2005 Organizational
change required to implement and support shared services with emphasis
on the IT Support/Service Desk component
Guest Speaker: Ms. Gale
Blank, Director General, Product Management, Information Technology
Services, Public Works & Government Services Canada
Gale Blank joined PWGSC in 2004 as the Director General, Product
Management, Information Technology Services, where she is responsible
for the development of a definition and strategy for the new product and
service portfolio of the IT shared-service organization.
More>>
June 08, 2005 Rediscover HDI Ottawa
Guest Speaker: Saul Jacobson, Magic100
Radio Celebrity and humorous motivator
Saul Jacobson, a local Magic100
radio celebrity will be our guest speaker with inspiring thoughts on how
to get what you want. This will be followed by an animated workshop
where you get choose next year’s topic, contents, and prepare for a full
day event including Ron Muns (HDI Colorado). Your executive team is
dedicated to provide you with thought provoking contents, effective “how
to” discovery sessions, and support your help desk efforts.
More »
Set your
Sail for Success
October 14, 2004 2004 - 2005
Kick-off
Presented by HDI, Ottawa Chapter
You are cordially invited to
attend our first networking event of the year. We are looking forward to
your participation in 2004 – 2005 which provides learning and networking
opportunities and a commitment to developing the Help Desk and Technical
Support community.
More »
May
26, 2004 HELP DESK SYMPOSIUM
Presented by HDI, Ottawa Chapter
A complete day of “learning and networking”
among IT Service Management & Service Desk Support Professionals.
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.
More »
Gold Sponsors:
Silver Sponsors:
Bronze Sponsors:
March 17, 2004 "Balanced
Scorecards, Dashboards, & Metrics for Help Desks"
Presented by Stephanie Lachman-Doucet,
Cognos Inc.
This lively and very informative presentation will deal with all the
questions you need answers for, why should I consider scorecarding? How
do I identify the key metrics to use? What will this mean to my
business? To focus on our specific area of interest she will walk us
through a case study involving scorecarding for a Help Desk operation at
a major International corporation.
More »
Sponsor:
February 18, 2004 "Resolving IT
Incidents Faster"
Presented by Kim Orava, Vice President of
KOAN-IT Corp.
Can you really resolve IT support problems faster, maximize call
resolution rates, reduce call escalations, and improve customer
satisfaction? Perhaps, but is it ever enough?
This presentation will describe a number of techniques that can help.
Organizations today are faced with reduced budgets, hiring and training
freezes and still required to meet optimistic service levels. Through
the use of knowledge–bases and effective self serve portals, the answer
might be close at hand.
More »
Solving IT Incidents Faster! - by Kim Orava
January 21, 2004 "A Proactive IT
Help Desk"
Speaker: Edward Pham, Presedent of RealIT
Management Inc.
Industry analysts have been talking about the evolution of IT
infrastructure management for quite some time. This evolution takes an
IT organization from reactive to proactive then to preventive operations
with the primary objective to become more successfully aligned with the
business operations.
More »
A Proactive IT Help Desk - by Edward Pham
November 19, 2003
Knowledge-Centered Support (KCS)
Presented by Special Speaker Judy Benda from
HDI International
KCS is a methodology specifically designed for support centers, it
represents a subset of the knowledge management practices that a company
might deploy. The KCS processes focuses on knowledge as a key asset of
the organization. The idea behind KCS strategy is that of eliminating
the proverbial re-invention of the wheel, i.e. to solve a problem once
and use that solution as often as necessary.
More »
Knowledge-Centered Support: Principles & Foundations
October 15, 2003
Call Avoidance, First Call Resolution and Diagnose before Dispatch
Concepts
Presented by Gene Wong.
Gene’s presentation
will cover the automation tools, and processes that enable today’s
service desks to resolve incidents on the first call. See how optimized
service desk functions can resolve network, desktop, software problems,
decrease call volume, and increase customer satisfaction.
More »
Gene
Wong's Presentation
September 11, 2003
Ottawa Help Desk Institute Boat Cruise
We invite you and your colleagues to come
out and join us for a fun-filled event that will include an overview of
our exciting new 2003-2004 event calendar for this year, networking and
let’s not forget the food and beverages!!!
More »
June 5, 2003
2nd Annual Golf Tournement
The Ottawa Help Desk Institute is having a
golf tournament and BBQ before the Summer Break. We invite you and your
colleagues to come and relax for the afternoon and play 9 holes - Best
ball at the Glen Mar.
More »
May 14, 2003
People Networking Workshop
Presented by Rebecca Stewart. Presentations:
Networking, CA Presentation
More »
April 15, 2003
IT Service Management and how ITIL is transforming the way we work
Presented by Yves St-Arnaud, President /
CEO STAY Technologies Inc.
More »
March 19, 2003
Advance Business Solutions
Presented by Pajot Ergonomics
More »
February 19, 2003
"You Are Strategic...So, What Are You Going To Do About It?"
Presented by Ron Muns - Founder & CEO of
HDI
More »
January 15, 2003
Cost of non-conformance for not meeting Soft Skills on a Help Desk
Presented by Bob Barr/Workshop
More »
Upcoming Events:
To see our upcoming event schedule please visit
Event Calendar.
