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HDI Philly: 09/23/2020 Meeting Recap and Presentations

HDI Philly: 09/23/2020 Meeting Recap and Presentations

See the attachments section of this post to download the presentations of our speakers from our 9/23/2020 HDI Philly chapter meeting. Thank you for our speakers and to all those who participated to make this event possible!

-HDI Philly Leadership team


Topic Title: Employee Experience Management in IT Service Management
Name: Marko Ruusinen, Sales North America
Company: HappySignals

Session Abstract:

You get what you measure: better experiences and IT experiences.

  • How to make experience data visible, understandable and connected to operational data in IT
  • How to change your culture to be more open, outcome focused and data-driven
  • How to make the users of your IT services happier and increase productivity by 26%

Short Biography: Marko has been working with IT Service Management almost 20 years in various different roles such as trainer, consultant and sales. He is originally from Finland but now living in California with his family. 


Topic Title: KCS: Why bother?
Name: Kaliegh Averdick & Jordan Cole
Company: TeamDynamix and Western Kentucky University

Session Abstract: Join Kaliegh and Jordan as they dive into the “why” of KCS. KCS in theory sounds powerful but what does it actually look like after being implemented at an organization? Kaliegh and Jordan will be sharing their success story (and pitfalls) of implementing a Knowledge Base at Western Kentucky University. They will also offer insight into starting and maintaining your own organization’s KCS program successfully.

Short Biography: Kaliegh Averdick holds HDI certifications in Support Center Analyst, Technical Support Professional, KCS Fundamentals, and KCS Principles. Kaliegh is also KCS v6 certified and served as Knowledge Coordinator at Western Kentucky University for several years. She is passionate about structuring your Knowledge Base and processes with KCS in mind.

Jordan Cole holds HDI certifications in Support Center Analyst, KCS Fundamentals, and KCS Principles. Jordan is currently the Knowledge Coordinator for Western Kentucky University Information Technology Services where he leads, plans, and supports the ITS Division’s knowledge management strategy. This includes coordinating quality knowledge sharing, promoting and guiding knowledge creation, and maintaining a knowledge training program for new IT employees. Jordan found his passion in KCS as he assisted in building WKU’s Knowledge Base from the ground up.

 September 24, 2020