The Prescient Solutions team recently attended the HDI Conference & Expo, interacting with more than 2,200 IT service and technical support professionals as they addressed today’s most pressing service and support challenges. HDI’s IT service and technical support conference, with its expansive resources, brings strategies for achieving service management excellence. Facilitated by industry thought-leaders, practitioners and process experts from around the world, the HDI Conference is the largest, most-respected technical support educational event, and our team is a proud participant every year.

This year, six thought-provoking keynote speakers, breakfast briefings with industry experts, product exhibits and more than 80 content-rich breakout sessions all gave us a better understanding of what is needed to support the ever-changing IT services and support landscape. A few key themes stood out as most important in better serving our customers:

• Cloud: The new job of IT in an increasingly mobile world requires the delivery of software and services via the cloud and a set of consolidated tools that seamlessly integrate into existing technologies and processes. A number of tools and processes that are emerging were discussed, which prepares us for the future.
• Information sharing: Our customers’ IT environment constantly changes. Successful improvement and optimization depends on many variables, but nothing is quite as critical as the cultural and human considerations. Sharing experiences with other companies, recognizing the most common cultural pitfalls, proactively discussing techniques for engaging and motivating the right resources provides for the best ingredients for establishing solid outsourcing strategies and partnerships.
• Digital impact: One of our keynote speakers, Steve Wozniak, co-founder of Apple, provided a glimpse into how advances in digital technology can be used to help create engaging, thought-provoking work faster than ever before, and all doing more with less. He offered his perspective on how business and technology have changed over the years.

We are already looking forward to HDI 2014! See you in Orlando!

What did you learn at HDI Conference? What would you add to our list of key takeaways

– Tom Pettenon