Friday February 12, 2016 from 11:30 AM to 3:00 PM EST
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HDI Members: Free
Non-Members: $20


Development Dimensions International 
1225 Washington Pike
Corporate Training Center
Bridgeville, PA 15017

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February 2016 Chapter Meeting

Problem and Major Incident Management

Join us as Chuck Barkey from UPMC showcases how UPMC utilizes Problem Management to reduce downtime for their customers and promote cross department collaboration and communication. Karen Reinsel’s of ServiceNow will also talk about trends in the area of Major Incident Management and the roadmap to ensure you are staying within best practices.

 Please register by Wednesday, February 10, 2016.

Meeting Agenda

11:30–12:00 Registration and Networking
12:00–12:30  Kickoff and Lunch
12:30–1:30 Presentation
1:30–1:45 Break
1:45–2:45 Breakout Sessions / Roundtables / Activities
Steel City Chapter Business

Speaker Biographies

Charles Barkey, Director of ISD, UPMC

Charles Barkey is a Director of ISD at UPMC and brings over 20 years of Help Desk, PC Support, Consulting and Enterprise Operations. Charles' primary focus is the UPMC Corporate Help Desk which is responsible for approximately 400,000 interactions annually with 65,000 users. He is also a member of the UPMC Enterprise Service Excellence and ISD Summer & Rotational Analyst Programs. Charles beliefs are providing "World Class Service Interaction by Interaction" and with his experiences in operations and on-demand services he has been responible for Problem Stability Management at a Major Communications company earlier in his career.

Karen Reinsel, Enterprise Account Executive, ServiceNow

Karen Reinsel has 30+ years experience in the world of Service Management both within IT and outside of IT. Her background is quite varied, starting her career as a Help Desk analyst, supervisor, manager and director. Karen migrated to the world of management consulting working with top tier organizations at Deloitte Consulting. She has run two national Service Management consulting practices. She is currently a Senior Account Executive for ServiceNow, working the largest IT and Shared Services organizations here in Pittsburgh. She is the past Programs Chair for HDI Steel City and founding office of the HDI Chapter in Orange County, CA as well as the Los Angeles LIG for ITSMF.