NAVIGATING

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The Future of the Support Industry an HDI Update
Ron Muns, CEO Founder HDI, Leading IT Service
Support www.thinkhdi.com rmuns_at_thinkhdi.com
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The Future

• Roles Responsibilities
• Business Oriented
• Process
• Technology
• Outsourcing

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Role Responsibilities

• IBM Examples
• Geographic expansion
• Issues supported expanding
• More specialized skills
• Salaries growing again

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Balanced Scorecard Service Model

• Customer Satisfaction Goals

• Employee Satisfaction Goals

• Organizational Maturity Goals

• Cost/Productivity Goals

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Process Formalization

• Sarbanes-Oxley
• ITIL
• CCR (Change, Config Rel Mngmt)
• COBIT
• Six Sigma
• BS15000
• CMM
• Quality Models (HDI/Baldridge, EFQM)
• The Muns Report, October, 27, 2004

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Technology

• Empowerment based
• End user (self service)
• Diagnostic
• Healing
• Help
• First point of contact enabled to regain customer
  service focus through enabling tools
• Connected to everywhere/everyone with interlinked
  processes

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Outsourcing

• Evolving
• Constant change (In/Out)
• Some growth
• Outsourcing Offshore?
• Best defense against outsourcing (on or off)
  shore Become Business Centric

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HDI Update

• What others are saying
• Working hard to empower our membership
• HDI Annual Conference Expo-March 6-10
• Certification (site/individual)
• Curriculum (on-line LMS/ATP/HDI)
• SPIN-Support Professional Information Ntwk
• OTIS www.thinkotis.com
• Metrics series

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HDI Update

• New Book Implementing Service and Support
  Management Processes A Practical Guide - Over
  20 authorstrue industry collaboration! Releasing
  at HDI Annual Conference Expo, March 6th
• New Book Customer Satisfied
• New Book on Knowledge Tools
• HDI Quarterly Industry Forums
• Customer Sat DB Project
• ITIM Conference Expo (Fall)

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Thank you!

• Questions or feedback?
• For further information
• www.thinkhdi.com
• 800.248.5667
• rmuns_at_thinkhdi.com