Think Services' HDI 2009 Service Management Conference & Expo Announces Dynamic Lineup of Keynote Speakers

    Presentations  help technical service and support professionals overcome
    change and enhance employee loyalty

    COLORADO SPRINGS, Colo., Aug. 13 /CNW/ -- Think Services' HDI 
(, the world's largest technical service and support
membership association and the industry's premier training and certification
body, has announced three prominent keynote presenters for the Service
Management 2009 Conference & Expo ( The event
will take place November 9-11 in Washington, D.C.

    The first keynote will take place on Monday, November 9th.  Regarded for
his unparalleled breadth of knowledge and experience in IT business and
technical issues, ITIL  Master, author and industry luminary Malcolm Fry will
discuss overcoming tough times, and will parallel last century's touring
circuses to modern IT organizations which must perpetually morph to meet
business challenges.

    "Unlocking Employee Loyalty to Drive Success" is the subject of the
Tuesday, November 10th keynote. It will be delivered by Jake Poore, Founder
and President of Integrated Loyalty Systems, Inc. who spent nearly two decades
at the Walt Disney Company helping to train and align the goals of 65,000
employees. In his presentation, Poore will explore the role of the employee in
the workplace, and provide practical and impactful tools for developing
employee loyalty. He will touch upon such topics as how to stop the employee
revolving door, how to up job role expertise, and how to arm employees with
the tools they need to be successful.

    Change is a constant, and learning to view it as an "inevitable
opportunity" is the theme of "Coping, Controlling and Capitalizing on Change,"
the Wednesday, November 11th keynote presentation from Robert Stevenson,
author of "How to Soar like an Eagle in a World Full of Turkeys." Stevenson
has over 25 years of extensive corporate and entrepreneurial experience in
positions ranging from Salesman to CEO.

    "Employee loyalty and overcoming adversity are 'hot topics' right now,"
said Fiona Henderson, HDI Executive Director of Events. "We're excited to
offer keynote presentations that speak directly to the issues our attendees
are dealing with on a regular basis."

    In its 2nd year, this annual event provides comprehensive half-day
workshops on challenging issues such as restoration and control processes,
continual service improvement, knowledge management, service catalogs, service
level agreements, and methods to measure service performance. In addition, the
event also includes advanced sessions on budgeting, leadership, and workforce
management as well as a Government Track that highlights service improvements
incorporated throughout the Defense Information Systems Agency (DISA).

    To learn more about the HDI 2009 Service Management Conference and Expo,
please visit

    For media and analyst registration, contact Rachel Levy at or 1-609-759-4738.

    About HDI
    HDI, a Think Services company, is the world's largest IT service and
support membership association and the industry's premier certification and
training body. Guided by an international panel of industry experts and
practitioners, HDI is the leading resource for help desk/support center
emerging trends and best practices. HDI provides members with a vast
repository of resources, networking opportunities and the largest industry
event -- the HDI Annual Conference and Expo. Headquartered in Colorado
Springs, Colo., USA, HDI offers training in multiple languages and countries.
For more information, visit or call +1 719.268.0174.
(Think Services and HDI are not affiliated with Customers International
Limited or HDI Europe.)

    About Think Services
    Think Services connects specialized communities worldwide using
educational events, consulting, training, certification, membership, and
innovative media. Providing comprehensive opportunities for people to learn
from, network with, and inspire each other, Think Services builds strong
brands and works within communities to foster a unique affinity with its
products and services. The division's flagship products include the Game
Developers Conference, the Webby Award-winning, Game Developer
magazine, the International Customer Management Institute (ICMI), and HDI. 
Think Services is a subsidiary of United Business Media, a global media and
marketing services company with a market capitalization of more than $1.6
billion. To learn more, visit


For further information:

For further information: Rachel Levy, +1-609-759-4738, Web Site:

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