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HDI Heartland Quarterly Event
A successful first quarter event is complete for the Heartland Chapter. This event was hosted by TGS. There was a turnout of fifteen people.
The Heartland Chapter President Stephen Sellaro provided chapter updates. Discussion where focussed on the Heartland target of holding Events in March, June, September and December. There will be guest Speakers at each Event and the last Event will be the Awards Ceremony in December. Emphases was placed on the value of these meetings. What do people want to see from these meetings?
Stephen gathered a list of topics of interest for future meetings (Centric guest speaker, work flow process, WFM, metrics, connect wise management, KM, tools, Automation chat bots, availability metrics, and training). If you would like to see a topic not mentioned be sure to contact the Heartland President Stephen Sellaro.
Josh Stahl provided slides on the Cerner Help Desk processes, work flows, tools and metrics. Cerner is a large organization and they have a plethora of applications that they support. They breakdown their support into different segments, that provide backup support for other segments. The ITSM tool of choice is Remedy and the KM of choice is Remedy. They have over 10,000 knowledge articles. They have a proprietary screen/dashboard called DragonDrop that sets on top of the Remedy knowledge management. This helps with the usefulness of the Remedy KM articles.
A great big Thank You goes out to our Host Don Newsom at TGS and to our Guest Speaker Josh Stahl from Cerner.
Don't miss our next Event in June.
Heartland Chapter
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July 10 2026 Edition of Support World News
HDI SupportWorld: Better Knowledge, Emerging Talent, and Thriving in a Flexible Workplace
This week's HDI SupportWorld newsletter focuses on three areas that can significantly improve support organizations: clearer knowledge sharing, investing in future leaders, and helping employees succeed in today's flexible work environment.
In the lead article, Leslie O'Flahavan tackles a surprisingly common knowledge management problem: overusing the word "Note" in knowledge base articles. While intended to provide helpful context, excessive notes often clutter instructions, hide important actions, and make articles harder to follow. O'Flahavan recommends incorporating notes directly into procedures when possible or replacing generic labels with more meaningful terms like "Warning," "Reminder," or "For Contractors."
The newsletter also announces that nominations are now open for HDI Rising Stars 2026. The program recognizes early-career professionals who are already making meaningful contributions to IT service and support through innovation, customer experience improvements, and leadership. Eligible candidates have between one and nine years of experience, and finalists will receive significant recognition throughout the HDI community, including a complimentary pass to HDI Service & Support World 2027.
Finally, Rachel Mulry shares practical advice for thriving in remote and hybrid work environments. Her guidance emphasizes intentional habits that support productivity, collaboration, and well-being. One particularly timely reminder: take regular breaks. Without natural office transitions, remote workers can easily remain sedentary for hours, making it important to step away, stretch, and recharge throughout the day.
The issue also highlights upcoming learning opportunities, including a webinar on AI for Service Desks, plus HDI's Support Center Analyst and Support Center Team Lead training programs.
Together, these stories remind us that successful support organizations depend on clear communication, continuous learning, and investing in the next generation of leaders.
