Knowledge Centered Support
Speaker: Rick Joslin
Rick will present some real world situations where the process is being used.
Location: Microsoft, The Challenger Room, One Briar Lake Plaza, 2000 W. Sam Houston Pkwy. S. #350, Houston, TX 77042
Lunch will be provided!!!
11:00 - 11:30 Registration, networking and lunch
11:30 - 11:45 Welcome from ITSMF/HDI
11:45 - 12:45 Speaker presentation / Activity
12:45 - 1:20 Activity
1:20 - 1:30 Thank you - Adjourn
HDI Executive Director of Certification and Training
Rick Joslin, a Service 25 award winner (1999), is HDI’s executive director of certification and training. Rick is responsible for the development, sales, and delivery of HDI’s certification and training offerings. He is also an HDI Certified Instructor, the author of many HDI publications, a founding member of HDI’s Member Advisory Board, and a certified Knowledge-Centered Support (KCS) instructor, guiding organizations through KCS implementation. In addition, he is an active member of the Consortium for Service Innovation’s KCS Program Committee and serves on the Advisory Council of Indiana University of Pennsylvania's Business College.
Prior to joining HDI, Rick was a principal consultant with IHS Support Solutions and has also held VP positions at ServiceWare and RightAnswers.com.