by Leslie Cook
Date Published November 17, 2015 - Last Updated December 1, 2017

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. The annual event brought together 1,600 of the most respected professionals in the service management industry to learn, collaborate, and network. 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:

HDI Knowledge-Centered Support Award

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

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.

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. Experience the award ceremony from FUSION 15.

About the 2015 HDI Service Management Award Winners

About Paychex
Paychex, Inc. (NASDAQ: PAYX) is a leading provider of integrated human capital management solutions for payroll, HR, retirement, and insurance services. By combining its innovative software-as-a-service technology and mobility platform with dedicated, personal service, Paychex empowers small- and medium-sized business owners to focus on the growth and management of their business. Backed by more than 40 years of industry expertise, Paychex serves approximately 590,000 payroll clients across 100 locations and pays one out of every 15 American private-sector employees. Learn more about Paychex by visiting and stay connected on Twitter and LinkedIn.

About Spectrum Health
Spectrum Health is a not-for-profit health system, based in West Michigan, offering a full continuum of care through the Spectrum Health Hospital Group, which is comprised of 12 hospitals, including Helen DeVos Children’s Hospital; 184 ambulatory and service sites; more than 3,400 physicians and advanced practice providers, including nearly 1,400 members of the Spectrum Health Medical Group; and Priority Health, a health plan with about 656,000 members. Spectrum Health is West Michigan’s largest employer, with 23,600 employees. The organization provided $283 million in community benefit during its 2015 fiscal year. Spectrum Health is the only health system in Michigan to be named one of the nation’s 15 Top Health Systems® by Truven Health Analytics for 2015. This is the fourth time the organization has received this recognition.

Tag(s): business alignment, business value, continual service improvement, IT service management, IT-business alignment, ITSM, KCS, leadership, process-improvement, service management, support center, supportworld


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