Tech vs. Touch: Navigating the IT Service Conundrum

About the Program

In an era of rapid digital transformation, IT service management (ITSM) faces a critical balancing act: leveraging cutting-edge automation and AI while maintaining the human touch that drives customer satisfaction and employee engagement. This session explores the challenges and opportunities of integrating technology with personalized service, offering actionable strategies to harmonize efficiency with empathy. 
Through real-world interactive discussions, and expert insights, attendees will examine how organizations can avoid the pitfalls of over-automation while still harnessing the power of AI, self-service, and predictive analytics.

By the end of the session, we will have gained knowledge of:

• A step by step framework for evaluating business process candidates for automation
• Real-world examples of organizations successfully navigating the tech-touch divide. 
• Practical tools to assess and optimize your own service management strategy. 
• Insights into fostering a culture that embraces innovation while valuing human connection.

           Presented by: Ric Mims

Ric Mims is an ITSM Expert with 30 years of experience in IT service management, digital transformation, and customer experience optimization. A recognized HDI 2025 Thought Leader in balancing technology with human-centric service, Ric has helped organizations worldwide enhance efficiency without losing the "human touch." Ric currently serves as vCIO for SimpleITSM, a Managed Service Provider and Consultancy.

Agenda

1:00 PM to 1:05 PM – Networking 
1:05 PM to 1:15 PM - Introduction 
1:15 PM to 2:15 PM – Program
2:15 PM to 2:30 PM – Closing Remarks, Survey, Prize Drawing
2:30 PM – Event Ends

Date/Time

March 27, 2026 | 1:00 - 2:30 PM ET

Membership

Interested in becoming an HDI member, click here.
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Sponsors

Platinum Sponsor: The MIL Corporation

Gold Sponsor: Splashtop 

Web Sponsor: ASPG

Sponsor HDI Capital Area

HDI Capital Area Local Chapter provides a unique opportunity for our sponsors. We hold several meetings per year both virtual and in-person in the DC Metro area.  Our members and attendees are over 90% managers and above. This means the decision makers are in the room with you. Sponsoring our chapter will provide your company or organization exposure to federal, state, and local government agencies, healthcare, higher education, large IT systems integrators, commercial companies, schools, and small businesses.

You will have the opportunity to network and dine with the decision makers at every meeting. In addition, your company will reach our members and attendees through advertising on our newsletters and meeting announcements. The opportunities are endless. For more information, click here or email sponsorship@hdicapitalarea.com.

Learn. Grow. Achieve

Learn. Grow. Achieve encompasses what HDI’s Capital Area Local Chapter stands for – Creating unique opportunities for members and sponsors to learn from experts in the industry and one another, which results in an improvement of skills to unlock the power to reach new professional heights.

The HDI Capital Area Local Chapter offers you the opportunity to network with a dynamic community of technical customer service and support and IT service management industry leaders in the Maryland, Northern Virginia and Washington, DC area.

We come together to educate, network, learn, and form lifelong relationships. We welcome you to visit our website at https://www.hdicapitalarea.com/ or if you have questions, contact president@hdicapitalarea.com.