Congratulations to the HDI SM Award Finalists & Winners

HDI announced the winners of the 2015 HDI Service Management Awards at the recent FUSION 15 Conference & Expo which took place November 1–4 in New Orleans. Experience the award ceremony from FUSION 15. 

 The HDI Service Management Awards are the highest honor in the IT service management profession, recognizing excellence and honoring support organizations that have generated positive, measurable results. The two awards, the HDI Service Improvement Award and the HDI Knowledge-Centered Support Award, address specific areas of service management. Applicants are asked to demonstrate how they implemented or improved projects or initiatives that brought measurable value to their organizations in the preceding eighteen months.

 With a total of three finalists for the HDI Service Improvement Award (Emory Healthcare, Farm Credit Mid-America, and Spectrum Health) and three finalists for the Knowledge-Centered Support Award (Apollo Education Group, TECO Energy Service Desk, and Paychex), each entry was thoroughly evaluated by a panel of judges that included a mix of industry experts and award-winning practitioners in the service management industry.

 THE WINNERS ARE…drum roll please……..

HDI Knowledge-Centered Support Award WINNER: Paychex

Paychex won the 2015 HDI Knowledge Centered Support Award. Paychex was selected for their innovative and successful adoption and expansion of the KCS℠ methodology within their organization. As a result, they were able to transform their support processes which led to positive impact on all stakeholders: customers, employees, and the overall business.

HDI Service Improvement Award WINNER: Spectrum Health

Spectrum Health won the 2015 HDI Service Improvement Award. Spectrum Health was selected for their implementation of a sophisticated service catalog solution and process that included workflow automation that replaced two legacy “free text” processes. As a result, they realized vast improvements in service delivery, asset management, governance and security, user interface, quality of data, and overall business productivity.

Read all the winners’ and finalists’ case studies:

This year’s FUSION conference was another exciting, motivating, and rewarding experience for all. It was made even more memorable as we were able to recognize six finalists and honor two first-class organizations with our service management awards. The winning organizations’ projects and initiatives within ITSM clearly showed evidence of their innovation and creativity, the integration of best practices, stakeholder involvement, and business alignment.


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Join us on November 19 to hear Jeff Rumburg

Service and Support as a Business:  KPIs that Tell the Big Picture 


Most IT professionals are familiar with the operational metrics of service and support. KPIs such cost per ticket, first contact resolution rate, and mean time to resolve are well understood and almost universally applied. Yet even support organizations that have mastered these metrics and achieved a degree operational success often struggle to gain visibility and credibility within their own enterprise. The all-to-common result is that service and support operates at a subsistence level, and lacks the necessary resources to deliver effective levels of support.

The business world offers a potential solution to this dilemma. When a business is not performing well, investments in the business dry up because there is no reasonable expectation of earning a profit. By contrast, businesses that are profitable receive adequate funding because they are able to attract investment capital seeking a positive return. So what would happen if IT service and support organizations began operating more like businesses, and were able to attract funding and other resources based upon their profitability?

In this presentation, Jeff Rumburg, Managing Partner at MetricNet, offers an approach for managing IT service and support as a business. Additionally, they propose a handful of business metrics that can be used to quantify and communicate the profitability of service and support. Finally, they will discuss the need to adopt a paradigm shift for any service and support organization that aspires to realize the benefits of operating as a true business.

About the Speaker: Jeff Rumburg

Jeff Rumburg is a co-founder and Managing Partner of MetricNet, where he is responsible for global strategy, product development, and financial operations for the company. As a leading expert in benchmarking and re-engineering, Mr. Rumburg authored a best selling book on benchmarking, and has been retained as a benchmarking expert by such well known companies as American Express, Hewlett-Packard, General Motors, IBM, and Sony.

Mr. Rumburg was honored in 2014 by receiving the Ron Muns Lifetime Achievement Award for his contributions to the IT Service and Support industry. Prior to co-founding MetricNet, Mr. Rumburg was president and founder of The Verity Group, an international management consulting firm specializing in IT benchmarking. While at Verity, Mr. Rumburg launched a number of syndicated benchmarking services that provided low cost benchmarks to more than 1,000 corporations worldwide. Mr. Rumburg has also held a number of executive positions at META Group, and Gartner. As a vice president at Gartner, Mr. Rumburg led a project team that reengineered Gartner’s global benchmarking product suite. And as vice president at META Group, Mr. Rumburg’s career was focused on business and product development for IT benchmarking.

Mr. Rumburg’s education includes an M.B.A. from the Harvard Business School, an M.S. magna cum laude in Operations Research from Stanford University, and a B.S. magna cum laude in Mechanical Engineering. He is author of A Hands-On Guide to Competitive Benchmarking: The Path to Continuous Quality and Productivity Improvement, and has taught graduate-level engineering and business courses.

Register Now!

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Haven’t registered for FUSION 15 yet?


Jointly hosted by industry icons itSMF USA and HDI, only FUSION 15 can bring together the greatest minds and the most respected professionals to facilitate a total immersion experience into today’s most relevant service management topics.

Join us in New Orleans, LA, from November 1-4, 2015, to discuss and compare the benefits and challenges associated with using ITSM when implementing virtualization, the cloud, mobility, security, SaaS, and more; establish and accomplish service management goals specific to your organization; and arm yourself with the knowledge you need to implement service management initiatives back at the office.


Buy five conference registrations and the sixth registration is free.
>>Start saving


This incredible networking package is limited to 100 IT service management leaders – be one of them!
>>Upgrade your package


It’s all about ROI. Your time yields bottom-line savings and top-line growth.
>>Convince your manager


Focus on practical strategies, tactics, and case studies that will drive action.
>>Find out more


Make the most out of your conference experience by attending training before the main event.
>>View workshops


Fly and stay in style!
>>Book now

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Nominate The Best On Your Support Team Now!

Click here to nominate your best support team members by October 30, 2015!

It only takes a minute and costs NOTHING to recognize your top Analyst and Support Technicians in a global way! HDI offers a global program that enables each Local Chapter to select a winner to compete at the regional level. The winner of each Regional Analyst of the Year will be invited to participate in HDI’s Global Analyst of the Year Awards Gala, to be presented at the HDI Annual Conference.

HDI_DSTotY_Small HDI_AotY_Small

Analyst of the Year Nomination

Desktop Support Technician Nomination

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Join Us For A Roundtable Lunch Discussion Presented by HDI

The HDI Forums bring together support center leaders to solve problems, brainstorm, provide lessons learned, network and build a stronger community.

During this event, we will spend time in a roundtable discussion which will provide you with a small example of what takes place during an actual HDI Forum meeting. The HDI Forums provide HDI Forum members with the unique opportunity to collaborate and share thoughts, ideas, best practices, and the most pressing issues facing today’s technical service and support operations. Forum meetings are among HDI’s most valuable membership benefits, giving leadership professionals the opportunity to meet and learn from others who share their passion in an open, non-competitive environment.

Registration: Click here

HDI Forum Roundtable Agenda: (2.5 hours)
Check-in and Networking: 10 minutes

Welcome, Introductions, Icebreaker: 15 minutes

High Level Overview of the HDI Forums: 20 minutes (lunch provided during presentation)

Break: 15 minutes

Roundtable: Discuss Issues, Challenges, Solutions, Initiatives, Success Stories: 90 minutes

The three main topics of discussion for the roundtable are:
Staffing (career path planning, onboarding, hiring, training, motivation, engagement etc…)

Metrics (dashboards, what to measure and how)

Asset Management
We will do our best to touch on all three topics during our roundtable discussion and even have open dialog about any additional topics as time allows.

When: Thursday, June 11, 2015
Time: 11:30 AM to 2:00 PM
*Lunch will be provided

Where: Vail Resorts 390 Interlocken Crescent
Broomfield, Colorado 80021
Phone 303.404.1800

Who: Support Center Leaders – Supervisors, Managers, Directors, Executives, etc…

Cost: This is a FREE event open to both HDI members and non-members.

Registration: Click here

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