An industry expert came to IUP on December 6, 2011, to speak to Eberly students about the evolution of technical support. The event was sponsored by the Student Technology Association.
Richard Joslin, HDI executive director of certification and training, spoke with the students in Eberly 121. A 1999 winner of the Service 25 Award, Joslin is a certified Knowledge-Centered Support (KCS) instructor and a certified instructor for the HDI certification courses.
Joslin has authored the HDI Focus Book on Knowledge Management, HDI Focus Book on the Knowledge Management Maturity Model, and he has also contributed the chapter on knowledge management in the HDI Service and Support Handbook.
“Rick Joslin did an astounding job relating HDI service information to students in a manner fitting of their current interests,” said Joe Rosendale, STA faculty advisor. “His delivery, pitch, examples, and overall enthusiasm bring to life what otherwise may be construed as a dry and boring subject area. It's also great to know that Rick is an IUP alum, and that speaks highly to his abilities and rapid rise as one of the most highly sought after IT service consultants in the nation.”
Joslin, who serves on the Eberly College of Business Advisory Council, discussed some of the key performance indicators used to manage service management and why he is promoting two newer metrics – LZS and LOS.
By – Alycia King