|Exam Name||:||ITSM Foundation Certificate in Problem and Incident Management|
|Questions and Answers||:||73 Q & A|
|Updated On||:||April 17, 2019|
|PDF Download Mirror||:||Pass4sure BH0-009 Dump|
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BH0-009 exam Dumps Source : ITSM Foundation Certificate in Problem and Incident Management
Test Code : BH0-009
Test Name : ITSM Foundation Certificate in Problem and Incident Management
Vendor Name : ISEB
Q&A : 73 Real Questions
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ISEB/ISTQB basis certificate in software trying out Median revenue by means of Job
ServiceNow is among the main ITSM equipment purchasable nowadays. The cloud-hosted IT management platform helps agencies control and hold IT infrastructure — a key position for these days’s main corporations. IT execs trying to get an aspect of their IT service administration careers can accomplish that by way of pursuing ServiceNow credentials.
ServiceNow presents three certification paths for valued clientele and companions who work with and use ServiceNow items or features. These paths consist of the licensed systems Administrator (CSA), licensed Implementation expert (CIS) and certified software Developer (CAD). you could additionally earn product-specific certifications through courses provided on each distinctive path.
before you could register to take a certification exam, you’ll need to complete the required classes for that working towards course. These classes are provided via licensed ServiceNow instructors in a whole lot of formats. classes taught in-grownup via ServiceNow licensed Instructors offer a hands-on environment that may also be both public or deepest, depending on your needs. classes are also provided almost via on-line classes that give you access to a reside teacher devoid of the need to commute. that you would be able to additionally choose on-demand lessons that present videos, are living and recorded webinars and interactive tools so that you can discover at your own tempo. Third-party lessons are also obtainable through authorized ServiceNow practicing suppliers, which consist of examination vouchers along with working towards substances.
ServiceNow lessons are designed to mean you can tailor your certification path to your talents and profession dreams. within the Implementer and Administrator certifications, you're going to take courses based off every ServiceNow product. The Developer certification isn’t broken out via specific products, but it surely does have direction requirements on the direction to get licensed.
every path has individual lessons and certifications that fall below the researching direction, so you can opt for the particular products that align together with your career.certified methods Administrator (CSA)
The ServiceNow systems Administrator Certification exam exams your ability to manipulate, configure and put in force the ServiceNow platform. It additionally lays the groundwork for every little thing you need to learn about ServiceNow before carrying on with on to different classes or certifications paths. It’s tremendously entry-degree, so there are few necessities, but it surely’s recommended that you've got event working with ServiceNow products.
The 60-question CSA exam covers 5 particular studying domains that each account for a percent of the exam. These consist of consumer interface and navigation (20%), collaboration (10%), database administration (30%), carrier automation (30%) and introduction to scripting and application equipment (10%).
The certified Implementation professional certification is part of the implementer route and it includes six really good certifications which are each aligned with selected ServiceNow products. specialized certifications on this path consist of carrier Mapping, carrier administration, financial administration, HR, customer service administration, safety and Vulnerability Response. each and every direction requires its personal set of lessons and practicing to earn the product-specific certifications.
The CIS exam includes diverse-option and dissimilar-preference questions that cowl five studying domains that each and every account for a definite percent of the examination. These consist of engagement methodology and undertaking planning (10%), core equipment setup (30%), safety (10%), tuning and efficiency (20%) and configuration (30%).
The licensed application Developer (CAD) certification covers your potential to design functions, together with the consumer interface, using business and database common sense. be sure to take into account the way to write, check and debug client-side and server-facet scripts, manage functions, put into effect software safety and automate applications the use of diverse products. a success CAD candidates can additionally design and put in force a user interface whereas taking into consideration requirements, usability, form, design, systems and scripts.
The CAD exam contains 60 questions that focus on six certain learning domains that each account for a undeniable percent of the exam. These include design and creating an utility (15%), application person interface (20%), safety and limiting entry (20%), application automation (20%), working with exterior records (10%) and managing applications (15%).
Copyright © 2018 IDG Communications, Inc.
The IT provider management forum (itSMF) can now present a full set of provider administration skills, having officially acknowledged ISEB's new ISO/IEC 20000 foundation stage syllabus.
Megan Pendlebury, Head of IT carrier administration at itSMF UK, explains how the entry degree examination fits into the itSMF provider administration qualification scheme.
on account that British carrier management common BS15000 became quick-tracked to become an internationally recognized average (ISO/IEC 20000) in 2005, enterprises have felt a specific sense of fulfillment through gaining accreditation.
a lot of difficult work goes into reaching the typical, now not most effective by way of those operating the challenge, but also through the 'business as standard' body of workers who need to be entirely engaged in the imaginative and prescient of attaining the commonplace to ensure that it to occur.
The itSMF scheme allows for businesses to be certified via a registered auditing business against the ISO/IEC 20000 average, giving them a stamp (certificate) of being a high quality service administration agency. This stamp indicates current and advantage shoppers as well as the competitors that organisations are interested in what they do and are in handle of the services supplied.
to complement this certification scheme, itSMF devised a qualification scheme that trains two different audiences: auditors and consultants. The auditors' qualification teaches experienced auditors the specifics of the ISO/IEC 20000 regular and the fine details of IT carrier administration.
The consultants' qualification is intended for interior consultants or external contractors with a excessive degree of provider administration adventure, employed to take the business enterprise during the certification system.
There was once a niche in the itSMF scheme because the people in an supplier who mandatory to in reality take into account the average when it comes to what it is all about and where their roles healthy into it, have been left in limbo.
They could take attention classes, but there become no itSMF-accepted structured and examined entry level route. Some decided to sit down the consultants’ qualification, which coated greater aspect than they desired, leaving many unsuccessful in passing the exam.
The itSMF has now plugged its entry degree hole by way of endorsing, and merchandising, the ISEB foundation certificates in ISO/IEC 20000 as a part of its scheme. ISEB’s foundation exam, which had already been operating a 12 months earlier than the itSMF endorsement, is geared toward body of workers in inside and external service provider organizations who require capabilities and realizing of the ISO/IEC 20000 typical and its content.
This capability people at the coal face can prove their knowledge and figuring out of ISO/IEC 20000, and, as the route is at the right degree for them, they are going to have a extra fantastic journey.
We see ISO/IEC 20000 as a big a part of our industry's future. When asked why they are considering that working for certification against the usual, many enterprises will cite competitive advantage or their purchasers trying proof of what they do. Many more individuals will for this reason be concerned in this area through time.
The handiest means that the international rollout of ISO/IEC 20000 can turn up is if examination institutes work collectively to ensure that the market is clear and that the students themselves are able to get the practicing and obtain the stage of qualification that they feel they need at any stage in their career.itSMF UK
The IT carrier management discussion board (itSMF) is the impartial and internationally recognized discussion board for IT carrier management gurus. Globally, the itSMF now has over 6,000 member agencies, blue chip and public sector alike, masking in extra of 70,000 individuals.
The itSMF UK is the founding Chapter of an more and more vital global enterprise presently comprising fifty three Chapters global. itSMF UK is a now not-for-income agency, run with the aid of its contributors.
This feature first appeared within the Autumn 2009 concern of IT practising
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IT service management (ITSM) is nothing new. However, it is still the proven approach for ensuring the right processes, people and technology are in place for the IT department to support the business. The IT infrastructure library (ITIL), which was originally developed in the 1980s (with updates to the framework in 2001, 2007 and 2011) is commonly the de facto framework for implementing ITSM. This year, ITIL is expected to get enhanced, with a new version of the framework and best practices being published.
I am excited to see a new version issued and to be a part of the AXELOS Global Research Programme. While I do not anticipate this version to be radically different than the current 2011 version, I do expect we will see enhancements to some processes and new integrations with other frameworks.
While the future of ITSM is exciting, I find the current state of ITSM within most organizations disappointing. There are many firms that have not truly committed to ITSM/ITIL and therefore do not reap the framework’s full benefit. Although thousands of IT organizations have adopted parts of the ITIL framework, few have leveraged it well outside of infrastructure and operations teams that use it for operational processes that support the service desk or technology teams. Formal processes such as incident management, problem management and change management are the most commonly implemented.
If an organization expands the guidance of ITIL, service asset and configuration management, release and deployment management, and capacity management are the most frequent ITIL next steps. A configuration management system/configuration management database provides significant value in understanding what IT assets exist and how they relate to the services provided to the company. This information can also be leveraged to significantly reduce risks by understanding the impact one IT device has on everything else.
Still, many of the higher-level ITIL processes, such as demand management, business relationship management, service level management and financial management for IT services are not properly leveraged or integrated. The thing that frustrates me the most is that a majority of larger organizations perform these processes in some fashion anyways, but rarely is it understood that these are also ITIL processes. If implemented properly these strategic processes can be integrated into the rest of the process framework implemented within the IT organization. This results in much better service to the customer. The processes and activities therefore are not integrated properly into the service management program, resulting in “gaps,” fragmented value, lost efficiencies and failed expectations for the IT department.
There is so much more to garnish from the framework when ITIL’s extensive inventory of formal definitions are linked with all the other processes and activities within the IT group. For instance, ITIL can help the organization establish a baseline from which it can plan and implement. It can be applied by an organization for establishing methods of communication within the business and to ensure the IT department is supporting business expectations and requirements. ITIL will ensure integration between IT and the organization's business strategy. It can also help IT maintain a minimum level of competency, demonstrate compliance and measure improvement during digital transformation.
In the last few years, the ITIL framework has come under some scrutiny as organizations look for ways to better serve their customers. There seems to be a growing belief that an IT organization needs to shift to Agile and/or devops to be responsive to the business and leverage these practices instead. For the organizations that have not realized the full magnitude of the ITIL framework and its ultimate purpose, I can see why some turn towards alternate methodologies. However, ITIL was never intended to be used in isolation, or without other practices such as PMBOK/PRINCE2 and COBIT. Agile, devops and Lean are not replacements for ITIL to provide quality, nimble IT Service to the business. Quite the contrary, many of the practices like devops are supported by ITIL practices such as change management and release and deployment management.
This year should be an interesting year for ITIL and ITSM. AXELOS, which is commissioned to oversee the ITIL best practices on behalf of the UK government, announced last fall that there will be an update to ITIL this year. The update is expected to keep the core components of ITIL and will also include practical guidance on how ITIL is adopted in conjunction with practices such as devops, Agile and Lean.
ITSM is also seeing significant growth in its application to organizations outside of IT. Called enterprise service management, the ITIL best practices can be applied to all sorts of groups that require workflow management such as human resources, facilities, customer service and legal. Vendors such as ServiceNow are expanding their product presence to support workflows for these group like they have for IT service desks.
With the excitement of a new version of ITIL, a strong push by platform vendors to expand their ITSM reach, and a better understanding on how ITIL can support other frameworks such as devops, I expect there to be a resurgence of interest in ITSM and ITIL and hopefully an improved relationship of corporate back office organizations with their businesses.
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Copyright © 2018 IDG Communications, Inc.
Adelle McIlroy, GTSI Corp.
IT Reseller Takeaway: In part one and two of our ITIL and ITSM podcast series -- ITSM and ITIL basics and ITIL service support respectively -- Adelle McIlroy of GTSI Corp. identified the best ITIL certification for channel professionals planning to specialize in ITIL service support. The following tip was excerpted from the podcasts.There are three levels of certification available for individuals who are interested in building and demonstrating their ITIL knowledge.
The first level is the Foundation level. It requires a basic understanding of the ITIL service support service delivery set and some appreciation of the additional core material.
The second is Practitioner level. A Practitioner is a specialist in the design and execution of processes, and the examination for that focuses on the understanding and application of a specific bundle or subset of closely associated processes.
The highest level is the IT Service Manager level. The Service Manager is often responsible for the setup and implementation of ITIL in an organization. They are very experienced professionals and are typically involved in managing service management projects.
If you plan to provide ITIL service support, the most relative practitioner certification is the ITSR: ITIL Practitioner Support and Restore Specialization.
This certificate establishes the practitioner's knowledge of the service desk function, as well as incident management and project management processes.
To achieve the certification, a candidate must first complete the Foundation certificate and achieve that credential. Once they've completed that they have to take approved coursework and complete three practical assignments which are submitted for approval. A large number of training providers are actually qualified and authorized to present the material, so it's usually readily available.
Finally, the candidate takes a two-hour examination on the subject of service desk, incident management and problem management. If the candidate passes and is granted the certification, they are entitled to wear the ITIL blue badge, which is usually in the form of a lapel pin.
About the author: As senior manager for cyber security and enterprise software for GTSI Corp., Adelle McIlroy's key responsibilities include taking successful techniques and technologies from the private sector into public sector environments. A 15-year veteran of the information technology sector, she has experience comprised of hands-on technical, management and consulting experience in both services organizations and financial services. She received her Bachelor's degree in mathematics and physics from the University of Miami, and has held the following certifications during her career: CISSP, CISA, CBCP; and MCSE.
Announcing companies include Avatier, Axios Systems, BMC Software, Cherwell Software, Samanage, & more
COLORADO SPRINGS, Colo., April 02, 2019 (GLOBE NEWSWIRE) -- HDI, the leading organization dedicated to elevating service and support across the enterprise, today reveals more than 40 announcements from HDI 2019 Conference & Expo exhibitors. Each exhibitor will showcase their latest innovations in the Expo Hall Tuesday – Thursday of the event, providing attendees with a first-hand look at the new solutions impacting the service and support industry.
HDI 2019 Conference & Expo will take place April 7-12, 2019 in Orlando, FL. For more information and to register, please visit: https://www.hdiconference.com/
“The Expo Hall provides our attendees with a unique opportunity to learn about the latest products and services in our industry in a hands-on and interactive environment,” said Joy Sobhani, Group Event Director, HDI. “Each exhibitor will showcase the technologies, solutions and ideas they’ve developed that can positively impact the HDI audience and their organizations.”
HDI 2019 Conference & Expo Exhibitor News:
Advanced Software Products Group, Inc. (ASPG) (booth 426) will showcase ReACT, an industry leader in enterprise password reset and synchronization software, and will demonstrate ReACT’s newest features; Point & Click Visual Text Editor, Enhanced Helpdesk Portal & Dashboard, Delegation Control, TOTP Support, and OAR: Offline Access Recovery.
Alemba (booth 413) will showcase its brand-new IT Service Management platform, Alemba Service Manager X. This solution can help users respond quickly to business demands by dramatically reducing time to request fulfilment.
Atlassian (booth 425) will showcase Jira Service Desk enhancements, including a redesigned help center focused on effortless self-service. They will also demonstrate Opsgenie, Atlassian's new incident management platform for operating always-on services, empowering Dev & Ops teams to plan for service disruptions and stay in control during incidents.
Attivio (booth 404) will showcase its new suite of apps for ServiceNow, Elevate, as well as the Attivio Platform. Attivio will demonstrate first-hand how its new suite improves the internal and external support experience through content unification, AI and machine learning.
Avatier (booth 609) will showcase Apollo, the world’s first AI virtual agent to securely automate any IT task for your customers and workforce. Beyond identity management, Apollo augments business operations to significantly reduce operational and labor costs while adding an exceptional customer experience. It works across virtually all messaging interfaces to maximize productivity and user adoption.
Axios Systems (booth 603) will showcase the new AI chatbot integration features of its leading ITSM solution, assyst, as well as key updates to its integrated Asset Discovery (assyst ITOM Suite) functionality to help end-users manage service, assets and support in a single fit-for-purpose application.
BeyondTrust (booth 806) will unveil the latest version of its popular Remote Support product. Version 19.1 will be the latest update to this solution that provides help desk organizations with secure, instant remote access and support to any device or system, anywhere in the world.
BMC Software (booth 615) will showcase how BMC Helix enables enterprises to transform ITSM functionality into the intelligent, modern experience consumers demand: cognitive service management. BMC Helix delivers everything-as-a-service on cloud of choice and offers significantly improving operational efficiencies to deliver speed, scale, and cost savings.
BOSS Solutions (booth 715) will showcase solutions named FrontRunners® in IT Help Desk Software three years in a row by Software Advice, a Gartner Company, BOSSDesk on the cloud and BOSS Support Central for on-premise. Both incorporate the best User Interface and a Service Catalog that can be customized to meet all user needs.
BrainStorm (booth 637) will showcase their intelligent learning solution, QuickHelp™, which offers a variety of personalized, relevant learning content in one easy-to-use platform. Leveraging machine learning, gamification, and assessment tools, QuickHelp enables organizations to do more with their Microsoft technology by empowering even the most change-resistant user to become savvy with their software.
Cherwell Software (booth 509) will showcase the award-winning Cherwell Service Platform, which allows users to automate workflows, integrate systems, and improve employee productivity for departments inside and outside the traditional boundaries of IT. They will also showcase their solutions for HR, Security, PPM, and Facilities, which provides a cost-effective way to make work flow across the enterprise.
CITSmart (booth 400) will showcase its Workflow Digital Intelligence platform that relies on experience and AI to connect people and digital resources to streamline work and expand business results.
Cognidesk (booth 311) will showcase its intelligent automation and AI based platform, which enables building and deploying a purpose-built Virtual Assistant for workplace IT support.
ComAround (booth 410) will showcase ComAround Knowledge™, a powerful AI and cloud-based Knowledge Management Software (KMS) specifically designed to optimize the support flow by sharing accurate knowledge at the right time. The KMS aligns with the methodology Knowledge-Centered Service (KCS®) and is KCS V6 Verified.
CompTIA (MR1) highlights its new CompTIA A+ Core Series certification for tech service and support professionals. The new CompTIA A+ reflects the growing impact of new and emerging technologies in enterprise networks, emphasizing problem-solving and critical thinking skills in areas such as cloud computing, cybersecurity, IoT and virtualization.
DriveSavers Data Recovery (booth 523) announces new chip-level advancements in iPhone data recovery. Data can be recovered even in cases of where the PCB board has been destroyed. With new proprietary tools and techniques, these advancements help reunite iPhone users with their irreplaceable photos, videos and other data.
EasyVista (booth 514) will showcase EV Self Help, a modern approach to self-service that includes the use of intelligent knowledge, AI and chatbots to automate support and reduce service desk calls by 30%. Attendees will also receive a copy of the HDI Report: Self-Help Matters, a quick-start guide for increasing self-service success.
Freshworks Inc. (booth 414) will showcase its latest feature, Conversational Portal, which turns your self-service portal into a conversational interface. This chat-powered self-service portal will give customers familiar conversational experience, making it easy to consume knowledge-based articles, request service items, and keep track of tickets.
Fusion Global Business Solutions (booth 302) will showcase its outcomes-based services, extended 24x7 global support, BMC services and skilled vetted resource service at HDI 2019.
Goverlan Reach (booth 807) will demonstrate closing support tickets faster with its advanced feature set and integration with ticketing systems. Support actions are auto-updated to case notes, resulting in increased productivity and a robust Support KB. Features include: Real-time detection of user logged-in workstations, resolving issues without user involvement, automating enterprise-wide tasks and reports.
Hornbill (booth 524) will showcase innovative IT Service Management software that simplifies, automates and optimizes the flow of work for IT, HR, Facilities and other teams. Automate repetitive tasks, eliminate waste and deliver consumer-like service experiences that keep employees engaged and informed. Deliver value that makes life in IT better.
Intelligent Dispensing Solutions (booth 535) will showcase its Supply Dispensers and Lockers that provide employees with instant, self-service access to tech accessories and supplies. IDS now offers Supply Lockers with powered compartments (outlets / CAT5 Ethernet) to ensure laptops, tablets, smartphones, and rechargeable handheld assets are fully charged when the user accesses the device.
Kinetic Data (booth 634) announces its new Tech Bar solution. This solution elevates your service desk experiences by providing convenient and effective in-person support.
Lessonly (booth 310) will demonstrate how to boost team confidence and skills with real-life practice scenarios like chat, ticketing, and email all within its training platform.
LumenVox (booth 403) will showcase its Password Reset Solution. Designed to reduce costs associated with support calls and minimize end-user downtime, LumenVox Password Reset is an automated, self-service solution to seamlessly reset or unlock end user accounts by utilizing their flexible multifactor authentication platform for increased security and convenience.
MarXtar (booth 315) will launch their mobile app ENgage at HDI 2019. MarXtar will also showcase Enterprise Notifier, a dedicated roundtrip messaging and alerting solution that provides key ITSM and Security stakeholders with mission critical communications and safety alerts without getting lost in email or text message traffic.
Micro Focus (booth 800) will present SMAX, a service desk fully automated based on machine learning and analytics. It’s a single solution for IT and Enterprise Service Management and IT asset Management, which can run in the cloud or on-premise. Get proofs of what machine learning can do for your business.
Noble Systems (booth 534) will present live demonstrations of their analyst-recommended Gamification and omnichannel contact center solutions, showing their innovation, quality and unique functionality. These solutions help organizations manage a wide range of customer interactions, including omnichannel inbound/outbound communications, quality management, analytics, strategic planning, workforce and resource management, to improve customer engagement and streamline agent workflows.
Robert Half Technology (Award Sponsor) is proud to support the HDI Industry Awards and will showcase how they can help with your job search, hiring or project needs.
Samanage (booth 503) will demonstrate the Samanage Service platform, powered by AI and automations to help service providers achieve faster ticket resolutions, improve employee satisfaction, and streamline communication across the organization. See AI-powered solutions suggestions, ITIL best practices, a user-friendly service portal, and more in action with the smartest service desk.
Sennheiser (booth 525) will showcase its headsets and conferencing systems at HDI 2019, which are designed to create the most natural, comfortable listening experience possible for everyone involved in the conversation. Attendees can experience TeamConnect Wireless, SP 30 Bluetooth speaker and a host of other premium enterprise communication offerings.
Serviceaide (booth 401) announces the latest version of Luma, its virtual agent. The new product expands the number of skills available out-of-the-box to almost 200 and automated workflows to over 20. Consequently, support desk agents can begin offloading tasks to Luma within minutes of logging in for the first time.
SMART Service Desk (booth 314) introduces the industry’s first 100% ITIL compliant fully AI based SMART Workflow Engine with digital workflows. They will also showcase the highly adaptive New Service Desk Tool Converter, which can migrate with no loss of data. Included with any product is the fully functional full featured mobile app at no extra cost.
Splashtop (booth 635) will showcase new Splashtop On-Demand Support integration with ServiceNow that enables starting a remote desktop connection directly from within a ServiceNow incident with just a few clicks. Splashtop will also demonstrate the latest remote access and remote support solutions for computers, mobile devices, and IoT.
SupportLogic (booth 317) will showcase its patent pending Sentiment Score and Attention Score as a ground-breaking alternative for NPS/CSAT scores. SupportLogic uses NLP and Neural networks to proactively extract sentiment from support communications and eliminates the need to send out survey questionnaires.
Symphony SummitAI (booth 419) introduces an enhanced version of their AI-enabled IT management suite, SummitAI Alps. SummitAI also integrates an AI-driven digital agent that drives maximum productivity by analyzing, learning, acting and interacting like a digital worker.
SysAid (booth 722) will debut its refreshed UI designed to help resolve tickets faster by providing all the tools and data in one window. The new UI also introduces a personalized insights panel that features a selection of agent/departmental KPIs at a glance, so you have a visual representation of the statuses of all tickets.
TeamDynamix (booth 819) announces it has expanded IT Service Management to now offer Asset Discovery Services as part of its core platform. Discover Windows, MAC, Linux, and Chromebook (coming soon) devices from a single solution.
TeamViewer (booth 801) will demonstrate its newest versions of its award-winning remote access and support software, focusing on how IT agents can securely connect to desktops, servers, mobile and IoT devices in any location, access files and applications and trouble shoot problems more quickly.
TOPdesk (booth 500) will provide live demonstrations of its product to show you how you can reduce costs and tickets to your service desk while utilizing the latest in its solution, which is centered around AI, ITIL 4, ESM, etc.
Upland Software - RightAnswers (booth 528) will debut the latest version of its RightAnswers Knowledge Management solution. This award-winning, KCS Verified v6 solution enables knowledge sharing across different departments throughout an enterprise by combining AI-enabled search, user-friendly interfaces, gamification, federated content, and best practices. Attendees can also see a demonstration and discover Upland’s other enterprise Solution Suite offerings.
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About HDI:For over 30 years, HDI has partnered with thousands of organizations to improve their customer service and service management performance by educating their people, elevating their processes, and empowering their strategy. From C-level professionals to directors, managers, and frontline staff, HDI is the definitive source of industry information, leadership and performance planning. Through events, certification and training, consulting, membership and industry resources, HDI aims to transform service and support organizations and reimagine their approach to delivering exceptional service and value. Learn more at www.ThinkHDI.com. HDI is organized by UBM, which in June 2018 combined with Informa PLC to become a leading B2B information services group and the largest B2B Events organizer in the world.
To learn more and for the latest news and information, visit www.ubm.com and www.informa.com.
Heather DonnerHDIPR@ubm.com 415-947-6109
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