September 2010 Chapter Meeting  

A Joint Silicon Valley HDI & San Francisco HDI Meeting Event

Thursday, Sept 16th, 11:00 am - 1:00 pm
Networking & Lunch: 11am - 12pm

Lunch is provided by San Francisco HDI

Presentation: 12pm - 1pm

Place: White & Lee, LLP in Redwood City
541 Jeferson Ave, Suite 202
Redwood City, CA
www.whiteandlee.com

Complimentary HDI Bronze memberships (a $75 value) will be given to registered guests attending this meeting

  

Topic: A 12-Step Program for Your Staff When Supporting Your Users Becomes a Co-Dependent Nightmare
Chris Dancy, ServiceSphere

Christopher Dancy of ServiceSphere will lead us through the process to see how quickly organizations can go from taking calls to obeying demands, and how this disturbing trend can be set straight!
 
A "co-dependent" is one side of a relationship between mutually needy people. To help "fix" the support function in organizations, bandaids like, ITIL, Six Sigma, new staff or even new software are often deployed. This usually leads to more confusion and frustration on the part of the support staff and customers. During this topic we will look at the 12 signs of trouble. For instance, "Do as we say, Not as we do", "Death By Metrics" and "Category Other"! Finally we will reveal the 12 signs of enlightenment. Of course the first step is to admit that we might have a problem.

About Our Speaker: Chris Dancy

Chris Dancy is founder of ServiceSphere™, an organization dedicated to helping IT organizations successfully adopt ITSM tools and ITMM practices. Chris has over 20 years of experience in IT.  With experiences ranging from service desk manager, presales engineer, best practices consultant, as well as sales and marketing executive, Chris has a unique view of the IT space from his social media control center. Known as @servicesphere on Twitter, he is a visionary and pioneer (NOT a THOUGHT LEADER) in the use of social media for IT service management.

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