BEGIN:VCALENDAR
VERSION:2.0
PRODID:-//HDI Steel City//Silkstart Technology Inc.//
BEGIN:VTIMEZONE
TZID:America/New_York
BEGIN:DAYLIGHT
DTSTART;VALUE=DATE-TIME:20260308T020000
TZNAME:EDT
TZOFFSETFROM:-0500
TZOFFSETTO:-0400
END:DAYLIGHT
BEGIN:STANDARD
DTSTART;VALUE=DATE-TIME:20261101T020000
TZNAME:EST
TZOFFSETFROM:-0400
TZOFFSETTO:-0500
END:STANDARD
END:VTIMEZONE
BEGIN:VEVENT
SUMMARY:HDI Steel City Breakfast Briefing Revolutionizing the Customer 
 Experience: Duquesne University's Journey from ITSM to ESM
DTSTART;TZID=America/New_York;VALUE=DATE-TIME:20261113T093000
DTEND;TZID=America/New_York;VALUE=DATE-TIME:20261113T113000
DTSTAMP;VALUE=DATE-TIME:20260805T214427
UID:6a73aebb51ea1f05ec401b88
DESCRIPTION: Revolutionizing the Customer Experience: Duquesne University's
  Journey from ITSM to ESM An In-Person Breakfast Briefing Presented by: 
 Melissa Jackman\, Director of IT Service Management Duquesne University 
 What is Enterprise Service Management (ESM) and why does it matter? 
 Duquesne University will share its journey toward implementing a 
 comprehensive enterprise service management solution and a universal 
 service catalog that serves the entire university community. They'll share
  the approach they took to people\, process\, and technology and explain 
 how taking this approach led to successful campus-wide deployment. Through
  thoughtful design\, procurement\, implementation\, and promotion\, 
 resolution time has decreased\, departmental silos have come down\, 
 customer satisfaction has increased\, and more departments and 
 stakeholders have come onboard. Meeting Details When: Friday\, November 
 13\, 2026 from 9:30 AM - 11:30 AM Where: Giant Eagle\, Inc. 700 Cranberry 
 Woods Dr\, Cranberry Twp\, PA 16066 (A delicious breakfast will be 
 provided!) Price: FREE for Members\, $20 for Non-Members. Want to attend 
 for free? Join HDI Steel City Chapter Now! (Make sure to designate Steel 
 City-Pittsburgh as your chapter) About our Presenter: Melissa Jackman\, 
 Director of IT Service Management &amp\; Support at Duquesne University 
 With over 30 years of experience\, Melissa Jackman is a seasoned leader in
  managing and motivating support teams within blended internal and 
 external support environments. Currently serving as the Director of IT 
 Service Management &amp\; Support at Duquesne University\, Melissa plays a
  pivotal role as the overall IT Service Management (ITSM) leader and 
 strategist. Her focus on the customer experience and standardization of IT
  service processes throughout the University underscores her commitment to
  excellence. Melissa's leadership extends beyond her current role\; she 
 served as the President of the HDI Steel City Chapter\, achieving the 
 Circle of Excellence\, Presidential Circle during her tenure. A recognized
  authority in her field\, Melissa has presented nationally at prominent 
 venues such as the HDI Conference and Expo\, Educause\, and WCNY &amp\; 
 Capital Area Leadership Conferences. Her contributions to HDI Support 
 World Magazine as a 2019 Featured Contributor reflect her expertise in 
 leadership and organizational development. With a passion for service and 
 continuous improvement\, Melissa's approach emphasizes building strong\, 
 successful teams through servant leadership and staff development\, making
  her a driving force in facilitating organizational change and fostering a
  culture of excellence. Become A Steel City Sponsor and Proud Supporter of
  the HDI Steel City Chapter! Sponsorship Levels The HDI Steel City Chapter
  strives to uphold the mission and vision of the premier worldwide member 
 association for the IT Service and Support Industry at a local level. With
  your help\, HDI Steel City will not only succeed in providing the most 
 inspiring speakers and beneficial monthly meetings in order to maximize 
 member experience\, but we can also provide opportunity for your company 
 to gain exposure among the participating IT Service and Support community 
 throughout the Pittsburgh region. Diamond Sponsor - $3\,000 (Annually) 
 Platinum Sponsor - $2\,000 (Annually) Gold Sponsor- $1\,000 (Annually) 
 Silver Sponsor- $800 (December Awards Banquet) See our website for how 
 your sponsorship benefits your organization and the HDI Steel City 
 Chapter: https://hdc-steelcity.silkstart.com/cpages/sponsorship Additional
  Ways to Support HDI Steel City Monthly Event Sponsorship: Sponsor an 
 event lunch or happy hour for the Steel City chapter! Sponsorship in Kind:
  Assist with giveaways and awards during our events (example: gift cards 
 for nominees at our December Awards Banquet). Contact us today: 
 hdi@hdisteelcity.com 
LOCATION:700 Cranberry Woods Dr\, Cranberry Twp\, PA 16066\, USA
PRIORITY:5
URL:https://hdc-steelcity.silkstart.com:443/events/hdi-steel-city-in-
 person-breakfast-briefing-revolutionizing-the-customer-experience-
 duquesne-universitys-journey-from-itsm-to-esm
END:VEVENT
END:VCALENDAR