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M-Tech CTO to speak on self-service and problem elimination at HDI's annual conference and expo

March 20, 2002
Calgary, Canada

CSM 2002 to take place April 14-17, 2002 in Orlando, FL

Idan Shoham, Chief Technical Officer of M-Tech Mercury Information Technology, will be a featured speaker at the Help Desk Institute's Annual Conference and Expo — HDI 2002 and CSM 2002 — The Real Event, to be held April 14-17, 2002 at the Gaylord Palms Hotel in Orlando, Florida.

Mr Shoham will co-present a session on "Self-Service and Problem Elimination: A complementary Approach" at the Help Desk Institute Conference and Expo 2002. He will be joined by Nancy Stratton, HelpDesk Team Leader of Kimberly-Clark Corporation. The session on Wednesday, April 17, will focus on demonstrated solutions to reducing heavy call volume at the help desk, one of the leading issues faced by large organizations.

Conference participants will see how helpdesk costs can be reduced through elimination of problems at source and through self-service solutions, and how problem elimination and self-service technologies tie together to fit into a customer's helpdesk infrastructure and how to streamline calls at the helpdesk.

This event will offer a comprehensive conference program focusing on today's critical issues, while providing a vision of the future of the service and support industry. HDI 2002's seven conference tracks will cover every area of the support industry, including "Tools & Technologies," "Issues & Answers," "People Management," "E-Support," "External Customer Support," "Supporting Enterprise Technologies," and "Essentials for New Managers." CSM 2002's five conference tracks include "Customer Relationship Management," "Call Center Management," "People Management," "Frontline Focus," and "Technology in Action."

The expo hall will feature the latest tools, technologies and services from more than 60 exhibitors. Attendees will get an inside look at leading internal and external support centers. Keynote presentations, breakout sessions and case studies presented by industry leaders, facilitated roundtable discussions and numerous networking activities will round out the program. In addition, the prestigious HDI Team Excellence Award winners will be announced at the conference.

For more information about HDI 2002, visit

For media and analyst registration, contact Jennifer McClure of Albrycht McClure & Partners at (510) 796-1475, or email

About M-Tech

M-Tech is a computer security products company. The M-Tech identity management suite streamlines both password management and account provisioning, in addition to improving user self-service, and reducing user support costs. Hitachi ID Password Manager (formerly P-Synch) and Hitachi ID Identity Manager improve the security of network systems and lower their operating costs. The M-Tech client list includes top Fortune-500 companies such as Ford Motor Company, Sears Roebuck, AT&T Wireless, Bristol-Myers Squibb, and many more. For more information, please visit:

About P-Synch

M-Tech's flagship product, P-Synch, is the leading password management solution. With millions of users in 400 organizations worldwide, P-Synch manages more passwords for more users on more systems than any other product on the market.

To find out more about P-Synch, visit

About ID-Synch

ID-Synch is an enterprise user administration system. It streamlines user account and ID management with an authorization workflow system, a central security administration console, a batch load facility, and third-party workflow integration.

ID-Synch reduces the time required to deliver user accounts and IDs to new and reassigned staff, saves time for skilled system administrators, and allows organizations to quickly disable and delete accounts of terminated staff.

To find out more about ID-Synch, visit

About Help Desk Institute

HDI is a member-centric organization, focusing on the needs of internal and external support organizations and the vendors who serve them. It provides targeted information about the technologies, tools and trends of the help desk and support industry, as well as customized training and certification programs for both the individual and site support organization. HDI also provides numerous opportunities for members to network with their peers, via participation in one of HDI's more than 50 local chapters or in HDI-hosted gatherings. HDI is the leading support services association with more than 7,500 members in North America and around the world. In addition, HDI provides limited online support resources to 17,500 people through eMemberships and online newsletters. For more information, contact HDI at (800) 248- 5667 or visit

For further editorial information please contact:

Dawn Mallyon
VP Marketing
Hitachi ID Systems, Inc.
500, 1401 1st Street S.E
Calgary, AB T2G 2J3
1.403.233.0740 ext. 324