HDI Knowledge-Centered Support Award

2015 Knowledge-Centered Support Award Winner


Paychex is a leading provider of payroll, HR, retirement and insurance services to America’s businesses, serving over 590,000 clients, and more than 11 million client employees, with seventy-two products. The Enterprise Support organization is part of the Product Development and Information Technology division, serving more than 12,500 Paychex employees. There are currently 150 employees in Enterprise Support, performing the functions of service desk (Level 1), support research (Level 2), problem management, service catalog/service request, knowledge management, configuration management, service level management, and service transition. Annually, they average 204,000 incidents, 102,000 requests, and fifty-three events, including command centers and business continuity plan test events.

Experience the award ceremony from FUSION 15.


Knowledge-Centered Support Award Application

HDI Knowledge-Centered Support Award

Knowledge-Centered Support is recognized as the set of knowledge management best practices within service management where knowledge is leveraged as an asset of the support organization. The Knowledge-Centered Support Award recognizes an organization that has successfully implemented or improved upon a Knowledge-Centered Support adoption.

The deadline for submissions for the Knowledge-Centered Support Award is June 30. This award is presented at the annual FUSION Conference in the fall.

Begin the application process

Read the award guidelines and criteria.

For more information on this award or the nomination process, contact us at Awards@ThinkHDI.com.


2016 Award Finalists

Congratulations to the 2016 HDI Knowledge-Centered Support Award Finalists:

Blackbaud, Inc.


Spectrum Health


Past Award Winner

2014 - The Allstate Corporation