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HDI - ITSM Consulting Company

Criteria and Guidelines

Best Service and Support Analyst

Is there an outstanding frontline technical support professional (support center analyst, help desk professional, or customer service representative) in your organization that you feel deserves recognition for their commitment, dedication, and service to your customers? Does the analyst sitting next to you provide outstanding support, or does someone you know demonstrate a commitment to excellence that sets an example for others to follow? Does someone on your team consistently go above and beyond the call of duty? Here’s your opportunity to see them recognized for their efforts!

Each year, HDI works jointly with the local chapters to identify and award the industry's top first-level support analyst. Support analysts who are nominated at the local chapter will have an opportunity to compete with their peers locally, regionally, and globally for this prestigious award.

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SELECTED EVALUATION CRITERIA

  • The nominee must have been working as a tier-1 support analyst with at least seventy-five percent of their daily tasks related directly to tier-1 customer support, and must have spent a total of nine of the past twelve months experience within this role – although nominee does not need to currently hold this title.
  • This award is not for supervisors as it is focused on the person delivering the services 
  • Well-rounded in technical aptitude, team orientation, customer service skills, and people skills
  • Positive attitude and enthusiasm
  • Committed to sharing their knowledge and problem-solving techniques with peers
  • Last year's winners in this category are ineligible for consideration in the current cycle

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Best Service and Support Technician

Is there an outstanding desktop support technician in your organization who you feel deserves recognition for their commitment, dedication, and service to your customers? Does the technician who visits your desk provide outstanding service? Does someone on your team consistently exceed expectations? Here’s your opportunity to see them recognized for their efforts!

Each year, HDI works jointly with the local chapters to identify and award the industry's top desktop support technician. Technicians who are nominated at the local chapter will have an opportunity to compete with their peers locally, regionally, and globally for this prestigious award.

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SELECTED EVALUATION CRITERIA

  • The nominee must currently be working as a desktop support technician and must have a minimum of 6 months experience in their present job
  • The nominee must provide actual desk side support. This award is not for supervisors or team leads, as it is focused on the person delivering the services. 
  • At least 50% of a candidate's daily tasks must be related to providing desktop support, for at least 9 of the past 12 months; an eligible candidate does not need to currently occupy a desktop support role
  • Well-rounded in technical aptitude, team orientation, customer service skills, and people skills
  • Positive attitude and enthusiasm
  • Committed to sharing their knowledge and problem-solving techniques with peers
  • Last year's winners in this category are ineligible for consideration in the current cycle

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Best Service and Support Manager

Leadership is about doing the things that drive action, get results, and improve performance. It is the ability to influence and motivate others, and to provide the tools and environment that allow others to make the best contribution towards the attainment of goals. A true leader has the confidence to stand alone, the courage to make tough decisions, and the compassion to listen to the needs of others. They might not set out to be a leader, but they become one by the quality of their actions and the integrity of their intent.

This award acknowledges and honors a service and support manager who has excelled at supporting any or all IT services within their organization and who most clearly demonstrates the ability to serve and advance information technology within their industry.

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SELECTED EVALUATION CRITERIA

  • Must have held their current management role for the past 12 months
  • Must manage organizations that support any or all IT services
  • Must have both strategic and tactical responsibilities
  • Note that this award requires three written testimonials from direct reports, peers, and/or senior leaders
  • Last year's winners in this category are ineligible for consideration in the current cycle

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Best Officer of the Year

This award honors a hard-working volunteer leader from the local chapter community. Nominations may be made by local chapter officers, national officers, board members, community members, peers, or customers.

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SELECTED EVALUATION CRITERIA

  • Demonstrate commitment and contributions to his/her local chapter
  • Identify responsibilities the candidate has taken on to support his/her local chapter
  • Describe how the nominee has demonstrated creativity and leadership in his/her volunteer efforts
  • Evident passion for the local chapter community
  • Last year's winners in this category are ineligible for consideration in the current cycle

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Lifetime Achievement Award

This award, presented annually at SupportWorld Live, recognizes the lasting contributions, leadership, enthusiasm, and tireless efforts of industry luminaries who've committed themselves to elevating the reputation of the technical support and service management profession. A panel of judges use the criteria listed to the right, and other factors, to evaluate each candidate's accomplishments and dedication to the profession.

 

SELECTED EVALUATION CRITERIA

  • Evidence of a distinguished career in technical support and service management
  • Demonstrated dedication to the growth of the industry as a whole
  • Documented, direct engagement with the industry and community:
    • Published thought leadership on the industry's strategic direction
    • Service on the boards of industry organizations
    • Commitment industry mentorship and leadership
    • Influence on industry best practices, standards, or frameworks
    • Contribution as a subject matter expert in multiple contexts (events, training, content, etc.)

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Best Service and Support Organization

This award recognizes teams that have achieved the highest standards of excellence in service and support. Teams are evaluated on maturity, innovation and efforts made to provide a stellar customer experience, as well as how people, process, and technology together have improved service and overcome challenges presented to the organization. Open to internal, external, and outsourced teams, applicants must demonstrate to what extent and how the organization focuses on employee and customer engagement and satisfaction, how the support center’s mission and/or vision aligns with those of the organization as a whole, and to what extent the team’s cohesion is articulated and demonstrated. They must also illustrate how well processes are defined and executed, as well as how they align with industry good practices. 

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SELECTED EVALUATION CRITERIA

  • The extent to which the organization focuses on employee and customer engagement/satisfaction
  • The extent to which the support center's mission and/or vision aligns with the organization’s as a whole
  • The extent to which the team's cohesiveness is articulated and demonstrated in the application
  • How organizational culture contributes to the support center's excellence
  • How the people, process, and technology, taken together, have improved service and enabled the support organization to overcome challenges
  • Winners in this category from the past two award cycles are ineligible for consideration in the current cycle

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Best Service and Support Culture

This category focuses on the employee experience and celebrates organizations that promote a creative and collaborative work environment. Teamwork and innovation are encouraged, and employees understand the mission, vision, and business goals of their organization. Employees are supported and empowered to continuously improve. 

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SELECTED EVALUATION CRITERIA

  • Evidence of a strategic approach to cultivating and developing a positive team culture
  • Evidence of a strategic methodology for measuring and communicating employee engagement
  • Evidence that the support organization's culture has positively impacted recruiting, hiring, and retention
  • Note that this award requires two written testimonials, one from a staff member and one from a senior leader in the organization
  • Last year's winners in this category are ineligible for consideration in the current cycle

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Best Service Improvement Initiative

This award recognizes an organization that has successfully adopted 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. 

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SELECTED EVALUATION CRITERIA

  • A clear understanding of the key objectives and expected ROI behind the initiative
  • A clear description of the process by which the support organization chose to adopt the plan
  • Clear proof of a thoughtful adoption approach, as shown by milestones and benchmarks
  • A unique approach and a focus on continual enhancements
  • Clear evidence of the positive impact this initiative has had on the business, from the perspective of both employees/analysts and customers
  • Clear articulation of how this initiative has driven success for the team
  • Last year's winners in this category are ineligible for consideration in the current cycle

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Best Customer Experience

This award will go to the organization that best leverages its people, processes, and technology to drive customer satisfaction and loyalty for the brand. Organizations that set high standards for customer interactions and instill that culture in their employee will be recognized.

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SELECTED EVALUATION CRITERIA

  • A thoughtful and strategic philosophy around customer experience management
  • Evidence of a strategic methodology for measuring and communicating customer satisfaction to employees, management, and other key stakeholders
  • Evidence of the effective integration of the customer experience initiative with the support organization's coaching, analyst training, and ongoing development
  • Evidence of a strategic approach to managing dissatisfied customers
  • Before-and-after evidence of the impact of the support organization's customer experience initiative on the customer experience
  • Last year's winners in this category are ineligible for consideration in the current cycle

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Best Use of AI

We're seeking organizations that have strategically implemented artificial intelligence (AI) to transform their IT service and support operations. This award honors teams that go beyond hype to deliver real, measurable value through AI-powered tools, whether via generative AI, intelligent automation, virtual agents, predictive analytics, or other forms of machine learning.

We're looking for innovative, responsible use of AI that empowers support staff, enhances customer experiences, and aligns with organizational goals. This award is open to IT service and support organizations of all sizes and types, and implementation must feature a core AI component (e.g., generative AI, machine learning, automation).

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SELECTED EVALUATION CRITERIA

  • Strategic Alignment: AI use is tied directly to business or support goals
  • Innovation: Demonstrates a novel or advanced application of AI technologies
  • Responsible Use: Addresses change management, bias, security, and/or governance
  • Operational Impact: Improves efficiency, accuracy, or cost-effectiveness
  • Customer Impact: Enhances service experience or response times
  • Continuous Optimization: Ongoing refinement or AI model training post-implementation

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Best Change Initiative

We're seeking organizations that have successfully led a significant change effort within their IT service and support operations. This award honors initiatives that navigated disruption, improved outcomes, and brought people along on the journey. Examples include major process redesigns, leadership transitions, tool migrations, restructures, or culture shifts.

We’re looking for change that didn’t just happen but was led with intention, executed effectively, and delivered real value. This award is open to IT service and support organizations of all sizes and types, and the implementation must demonstrate clear goals, processes, and outcomes.

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SELECTED EVALUATION CRITERIA

  • Change Leadership: Demonstrates strong leadership, communication, and stakeholder engagement
  • Strategic Purpose: Clearly aligned to business or team goals
  • Execution: Well-planned and effectively managed process
  • People Focus: Thoughtful attention to employee experience and adoption
  • Impact: Evidence of measurable improvement or transformation
  • Sustainability: Maintains results and supports ongoing progress

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