Six Finalists Selected for the 2016 HDI Service Management Awards

Awards Honor Organizations Leading the Way in Knowledge-Centered Support and Service Improvement

Oct 19, 2016

COLORADO SPRINGS, Colo., Oct. 19, 2016 /PRNewswire/ -- HDI, the premier membership association and certification body for the technical support industry, today announced finalists for its 2016 HDI Service Management Awards. The HDI Service Management Awards honors the individuals, teams, and organizations that have enhanced the image of the technical support industry by achieving and maintaining the highest standards of quality and customer satisfaction.


2016 HDI Service Management Awards winners will be announced during the FUSION 16 Conference & Expo taking place November 1-4 at the MGM Grand in Las Vegas. For more information visit:

The two most prestigious awards that are presented at this event are the HDI Knowledge-Centered Support Award and the HDI Service Improvement Award, both are specifically-dedicated to the service management segment of tech support.

HDI Knowledge-Centered Support Award recognizes an organization that has proven to successfully implement the best practices within service management to leverage knowledge as a valuable asset to directly support an organization, or improved upon a Knowledge-Centered Support adoption. The 2016 finalists are:

HDI Service Improvement Award recognizes an organization that has successfully implemented or improved one or more service offerings. This includes an internal process, service quality, and improvements to the customer experience; all resulting in innovation in service management within the organization. The 2016 finalists are:

Learn more about these awards and more, here: 

A blue ribbon panel of judges engaged in a rigorous selection process will choose the most deserving finalists for the two aforementioned award categories. Comprised of nine IT service management professionals and long-time industry experts, judges were tasked with selecting the leading organizations in the areas of Knowledge-Centered Support and Service Improvement.

2016 HDI Service Management Award Judging Panel:

  • Roy Atkinson, Senior Writer/Analyst, HDI
  • Rae Ann Bruno, President, Business Solutions Training
  • Liz Bunger, IT Knowledge Management Process Analyst, Paychex
  • Randy Celaya, Executive Coach, Instructor
  • Travis Horn, IT Manager, American Water
  • Matt Kade, Sr. Manager - Technical Support Service Management, Ellie Mae Inc.
  • Aran McFarland, Manager - IT Second Level Support, Main Line Health
  • Julie Mohr, Author/International Speaker
  • David Waid, Business Operations Knowledge Management, Allstate

"We want to congratulate all of the HDI award finalists for their commitment to excellence, efficiency, and elevating the customer experience," says Leslie Cook, HDI's director of membership. "These internationally-recognized awards provide the industry's finest with a sense of prominence and accomplishment—and this year's exemplary crop of finalists leaves our judges with much to deliberate before announcing the winners at our annual FUSION event."

About HDI
Founded in 1989, HDI is the first membership association and certification body created for the technical support industry. Since then, HDI has remained the source for professional development by offering the resources needed to promote organization-wide success through exceptional customer service. In other words, we help professionals in service management better serve customers. We do this by facilitating collaboration and networking, hosting acclaimed conferences and events, producing renowned publications and research, certifying and training thousands of professionals each year, and connecting solution providers with practitioners. Learn more at  HDI is organized by UBM Americas, a part of UBM plc (UBM.L), an Events First marketing and communications services business. For more information, visit 

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For further information: Kimberly Samra, HDI PR,