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Event Details
Time:1-4PM
Location: TechTeam Global, Inc., 27335 West 11 Mile Rd., Southfield, MI 48033
Presenter: Rick Joslin, HDI Executive Director of Certification & Training
Topic Summary: HDI's Executive Director of Certification & Training will provide an overview of Knowledge Management/Knowledge-Centered Support (KCS); corporate adoption; KCS in ITIL; implementation pitfalls; and certifications/training offered by HDI.
Speaker Bio: 
Rick Joslin is the Executive Director of Certification & Training for HDI. He is responsible for the development, sales, and delivery of HDI’s training and certification offerings. Rick is a certified Knowledge-Centered Support (KCS) instructor and has guided organizations with the implementation of KCS. He is also a certified instructor for the HDI certification courses. Prior to joining HDI, Rick was a Principal Consultant with IHS Support Solutions. Formerly, Rick was the VP of Customer Care for ServiceWare, VP of RightAnswers.com, and VP of Knowledge Engineering. Rick was responsible for the production of the industry’s leading third-party knowledge bases, known as Knowledge-Paks. A winner of the 1999 Service 25 Award, Rick has been widely acknowledged as one of the most influential luminaries in the support industry. Rick is the author of the HDI Focus Book on Knowledge Management, the HDI Focus Book on the Knowledge Management Maturity Model, and a contributed the Knowledge Management chapter in the HDI Service and Support Handbook.
Rick is an active member of the Consortium for Service Innovation’s KCS Program Committee and serves on the Strategic Board of Advisors for HDI and the Advisory Council of Indiana University of Pennsylvania's Business College. He was a founding member, chairman, and director-at-large of HDI’s Member Advisory Board, and continues to serve as a chairman emeritus on this board, on the HDI Training Advisory Board, and the HDI International Certification Standards Committee. Rick was a founding advisor for the Help Desk Professionals Association, as well as the president and chapter advisor in the Pittsburgh Chapter of HDI. Rick has served as a judge for the 10 Best Support Websites sponsored by the Association of Support Professionals, as a judge for the HDI Team Excellence Award sponsored by HDI, on the Eservice Standard Advisory Board sponsored by Service & Support Professionals Association (SSPA), and on the HDI Support Center Certification Committee.
Email: RJoslin@thinkhdi.com
Web: www.thinkhdi.com
Corporate Address: 102 South Tejon, Suite 1200, Colorado Springs, CO 80903
Attendee List
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When & Where
Stefanini TechTeam Global, Inc.
27335 W. 11 Mile Rd.
Southfield,
MI 48033
Friday, May 14, 2010 from 1:00 PM to 4:00 PM (ET)
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Hosted By
HDI Motown Chapter
The HDI Motown Chapter is a Community of technology service and support professionals that provides regular Opportunities for its members to network, exchange best practices and enhance their skills through sponsored training and relevant educational programs.
As a legal not-for-profit corporation, chartered in December 1999, we host monthly chapter meetings at varying locations around the Metro-Detroit area and also offer some members only training and networking opportunities. All of our monthly chapter meetings are free and open to anyone working in or interested in the IT Service and Support industry.
