Service Management Awards Criteria

HDI Knowledge Centered Support Award

HDI Service Improvement Award

HDI’s service management awards recognize support organizations that have generated positive results in service management. In addition to recognizing excellence in our industry, these awards promote service improvement and enable organizations to learn from the experiences of others.

Each award addresses a specific area of service management, and 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. The two awards, to be presented each year at FUSION, are the HDI Service Improvement Award and the HDI Knowledge-Centered Support Award.

All applications will be judged on the scope of the challenge (20%), the strategy and actions taken (30%), the results of the change (40%), and the lessons learned (10%). The application should show clear evidence of the organization’s innovation and creativity, the integration of best practices, stakeholder involvement, and business alignment.

HDI Service Improvement Award

The HDI Service Improvement Award recognizes an organization that has successfully implemented or improved one or more service offerings. There is no limit to the scope of the award beyond service improvement, which could include improved internal process efficiencies or improvements in service quality and the customer experience. The improvement strategy could be based on a published methodology or framework, or it could be a result of innovation within the organization.

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 HDI Knowledge-Centered Support Award recognizes an organization that has successfully implemented or improved upon a Knowledge-Centered Support adoption.

Application Requirements

You must apply online for the Service Improvement award or the KCS award.

Submissions must be received by June 30.

For additional instructions or questions, contact the HDI Customer Care Center at 800.248.5667 or Support@ThinkHDI.com.

By submitting a completed application, applicants grant HDI the right to publish the application and the video, or any portion thereof, as a means of sharing the applicant’s story with the industry and promoting HDI’s products and services.

Award recipients must wait two years before applying again.

The Application

Your application, which will become a case study if your organization is an award finalist, must contain the following information. Answer each question, in the order provided, with clear, concise, and thorough responses.  

  • For which award are you applying?
    • HDI Service Improvement Award
    • HDI Knowledge-Centered Support Award
    • Company Information
      • Company or organization name (e.g., ABC, Inc. or XYZ University)
      • Department or support organization name (e.g., ABC Service Desk or OIT Support)
      • Mailing address, city, state/province, country
      • Other: If your support organization has multiple locations, please tell us about them.
      • Contact(s): If there is more than one contact for this application, please provide the following information for each contact.
        • Name
        • Title
        • Phone number
        • Email address
        • Role in this initiative
        • Overview: Describe the scope of the organization, such as whom you support, number of support staff, scope of support responsibilities, and volume of issues handled per year (incidents, requests, events, etc.).
        • The Challenge
          • Describe the situation before the start of the initiative.
          • Provide a summary of key baseline metrics.
          • Describe the justification for the change and any objectives or targeted improvements.
          • The Action
            • Describe the improvement strategy.
            • Describe your organization’s definition of success for this project or initiative.
            • Identify the individuals/teams involved in or impacted by this project or initiative, considering the following questions:
              • Who were the key stakeholders?
              • What team(s) was responsible for executing the strategy?
              • Were consultants used?
              • How many people received training?
              • What role did the support of leadership play?
              • What level of involvement was required from different stakeholders?
              • To whom did you have to market or communicate?
              • Explain the processes that had to be implemented or modified to support the strategy.
              • Explain the tools that had to be implemented, modified, or leveraged to enable the strategy.
              • Define the timeline, including starting point, major milestones, and completion date (if appropriate).
              • Describe the key tactics or actions that were required to successfully implement the change.
              • Describe the organizational changes (cultural, structural, and political) that had to be implemented or modified to support the strategy.
              • Describe the critical success factors and why they were important.
              • Provide samples of any assets created to support this change (posters, photos of rewards, reference sheets, themes used, and reports, etc.).
              • The Results
                • Describe the improvements that were made.
                • Define how success was measured.
                • Define the measureable changes (that is, changes to the baseline metrics).
                • Explain how the success of this project or initiative affected business objectives.
                • Describe how the success was celebrated.
                • Provide samples of stakeholder feedback and anecdotes to illustrate the project/initiative’s effect on senior management, management, support staff, support partners, customers, etc.
                • Identify and describe the key lessons learned (i.e., advice that can be shared with others who want to pursue a similar project/initiative).
                • Next Steps
                  • Explain how the improvement(s) will be sustained.
                  • Identify any new improvements you plan to make as a result of this project/initiative.
                  • Videos
                    • Each finalist is asked to submit a two-minute video about their organization and the project/initiative. HDI encourages applicants to prepare this two-minute video prior to submitting the completed application to ensure sufficient time to create a quality product. HDI recommends completing your video by August 1.
                    • Each finalist is asked to submit a 30-45 second video “commercial” about their organization and the project/initiative to be displayed at the FUSION conference should they be selected as an HDI Service Management Award finalist. HDI recommends completing your commercial video by August 1. If no 30-45 second commercial video is submitted and your team becomes a finalist, you give permission to HDI to edit one for you at your expense.

                    Judging Process

                    After the application window closes, a panel of judges will be asked to evaluate each application based on a defined set of criteria. The judges will receive copies of the applications, a scoring sheet, and a deadline. The scores will be collected and averaged by HDI to identify the finalists.

                    Phase 1 Judging Criteria

                    • The scope of the challenge – 20%
                      • In terms of resources (stakeholders), how ambitious was this project/initiative?
                      • In terms of the processes implemented and/or modified, how ambitious was this project/initiative?
                      • In terms of the tools implemented or modified to enable the processes, how ambitious was this project/initiative?
                      • In terms of the overall complexity of the change, how ambitious was this project/initiative?
                      • The strategy and actions taken – 30%
                        • What level of engagement was required by multiple stakeholders to develop the strategy and actions?
                        • What level of participation was required by multiple stakeholders to implement the strategy and actions?
                        • What level of innovation and creativity was demonstrated to achieve success?
                        • What level of investment in professional development was required for various stakeholders?
                        • What level of management and coaching support was required to change stakeholder behaviors?
                        • What was the breadth of the communications and marketing plan used to inform and educate stakeholders in order to change their behaviors?
                        • The results of the change – 40%
                          • How did the results align with business objectives?
                          • What was the impact on the business?
                          • How did the results impact the employees responsible for delivering the services?
                          • How did the results impact the customers of the services?
                          • How was success measured?
                          • How was success communicated and celebrated?
                          • How do the stakeholder testimonials reflect the value of the change?
                          • Was there any additional value realized beyond the targeted objectives?
                          • The lessons learned – 10%
                              How valuable were the lessons learned (i.e., to what extent will they be of use to organizations considering similar strategies)?
                          • How valuable were the critical success factors (i.e., to what extent will they be of use to organizations considering similar strategies)?

                          Phase 2 Judging Criteria

                          The finalists will be invited to sit for a live interview with a panel of judges at the FUSION conference; each award will have a separate panel of judges. No more than three representatives from each finalist organization will be permitted to participate in the interview. HDI will provide a complimentary conference registration for one representative from each of the finalist organizations. Finalist representatives must cover their own hotel and travel expenses.

                          Each judge will receive a copy of the application for each finalist, without the scores from the Phase 1 judges, and a list of sample questions, which they can augment with their own questions. The interviews will last no longer than twenty minutes each. After all of the interviews have been completed, the judges will then deliberate and select a winner from their respective categories.

                          Finalists and Winner Recognition

                          All finalists will receive a framed certificate to acknowledge their achievement. The framed certificates will be presented to the finalists at FUSION during the final interview. Finalists will also be given a special ribbon for their conference badge that identifies them as award finalists, and they will be invited to the FUSION VIP reception as guests of HDI.

                          The finalists will be introduced and the winner announced during one of the general sessions. Winners will receive a crystal award engraved with the year and award category.

                          Case studies based on the finalists’ applications will be published and promoted after the event, because sharing the experiences and successes of leading organizations makes our community stronger.