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Case Study: How One Service Desk Implemented HDI Principles

April 11, 2014 @ 1:00 pm - 4:00 pm

Presented by Kathy Duncan, Director of Support, Fiserv

Having trouble implementing best practices learned at HDI meetings, classes, or webinars? Wondering how other real life service desks are doing with their HDI basics? Want to share your ideas about what has or hasn’t worked for you with your peers from right here in the Detroit metro area? Join us for an informative and dynamic session where you will hear about how Fiserv implemented some key practices they learned at HDI events to help improve service quality and delivery. This is not a discussion about industry trends, products, or the latest next thing; it is a recap about what one service desk actually implemented and what the results have been. It is a way for you to communicate and connect with other people who share your same challenges. It is an opportunity to hear about not only their progress, but their struggles and areas they still need to work on. Please join us and bring some of your team members to share your experiences as well.

BIO: Kathy Duncan is the Director of Support Services at Fiserv in Troy. She is responsible for several teams that support over 200 external clients in the financial services industry. Kathy has been an IT professional for 31 years, the past 20 years at Fiserv. Her professional certifications include ITIL and Six Sigma Black Belt and she recently attained HDI Director Certification. Kathy has also attended HDI Conference multiple times.


April 11, 2014
1:00 pm - 4:00 pm
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Automation Alley
2675 Bellingham Dr
Troy, MI 48083 United States
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HDI Local Chapter; Motown