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Awards and Recognition
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Nominations for the 2015 itSMF USA Awards Program are now closed.

Stay tuned for details on the winners!


The objective of the itSMF USA Awards & Recognition Program is to shine the spotlight – literally and figuratively – on the best of the best in the ITSM industry and in the service of the membership of the itSMF USA. In doing so we seek to achieve a fully engaged and contributing membership through recognition, rewards, encouragement and reinforcement of the standards, mission, goals, values and principles of the itSMF USA.

The program is administered by a volunteer committee adhering to the stated criteria with the highest level of objectivity and rigor.


2014 itSMF USA Awards

The annual itSMF USA awards – announced at FUSION14 and sponsored by Cherwell Software – are not just about recognizing and celebrating the achievements of groups, companies, and individuals. They’re also an entry point into the knowledge and experience of those who have already succeeded.

The awards are also a great advertisement for IT service management (ITSM) and its applicability to organizations of all shapes and sizes. Take the itSMF USA Project of the Year for instance, where you’ve an educational institution, a public organization, and private organization all winning regional awards.

itSMF USA Member of the Year Regional Recipients

  • East Region: Lisa Kass
  • West Region: Donna Holt
  • Central Region: Kevin Ritter
  • South Region: Eddie Vidal

For further insights from our 2014 Awards winners, click here.

itSMF USA Project of the Year Regional Recipients

East Region

Steering a Culture Shift at McMaster University: The ITSM Process

In facing the most significant technology driven project McMaster has ever undertaken – an ERP implementation – the University's Technology Services team (UTS) recognized a new approach would be required to support the changes that the massive project would bring. As Leadership identified a need for new tools and techniques, they made a commitment to redesign their Service Management processes, policies and overall vision. The redesign was so wide that it had to begin with delivering ITIL V3 training to all UTS employees, including senior management, as well as many other key participants from across the University. UTS formed teams to define, engineer and implement solutions for Incident Management, Service Level Management, Change Management and Service Catalogue management. The new processes accommodated the complexity of the maintenance of legacy systems, the multi-phased implementation and testing of the new ERP, and the development and delivery of new non-ERP projects.

West Region

Service Management System Replacement – The County of Los Angeles ISD

The project was established to transform the Internal Services Department’s (ISD) Informational Technology Service (ITS) to a service aligned organization for more effective delivery of IT services to the nearly 40 departments of Los Angeles County. Requirements and assessment findings were used that would help reinforce IT Service Management elements needed to set the foundation to improve service delivery and work toward future achievement of ISO/IEC 20000.

The charter of this project injected industry best/good practices to positively effect change through addressing areas of focus that included; people, culture, control processes, new service management technologies, service catalog, reporting, governance and new organizational roles.  This focus was chosen to eliminate technical silos, reverse undesirable trends, chart a future state and improve the customer perception of the organization’s IT service delivery value to become the preferred IT service delivery partner for the County of Los Angeles.


Central Region

Production Assurance - Medtronic

In response to a number of incidents that significantly affected the stability and availability of critical IT services at Medtronic, a production assurance project was initiated to achieve these outcomes:  reduce the number of critical system outages, reduce the risk of critical system outages, decrease downtime impact and reduce recovery time (MTTR). The project realized its outcomes by focusing on improvements to processes within service transition; particularly change management, release management, configuration management and knowledge management. Within service operation, the project also reviewed and strengthened the incident management and problem management processes. The Business at Medtronic was positively impacted by the project as IT services critical to take orders, make product, ship orders, recognize revenue and maintain our Quality Management System experienced greater stability and availability. The IT population of the organization was also positively impacted by having additional time to focus on quality improvements rather than reacting to incidents affecting critical systems.


Your 2014 itSMF USA award winners are:

 Eddie Vidal - itSMF USA President Award

Lisa Kass - itSMF USA Member of the Year Award

Los Angeles LIG - itSMF USA Interest Group Excellent Award

Higher Ed SIG- itSMF USA Interest Group Excellent Award

The County of Los Angeles ISD- itSMF USA Project of the Year Award

2014's awards presentations are all available via the FUSION 14 YouTube channel


itSMF USA Project of the Year Award

2013 - Assurant, Inc. 
2012 - The Walt Disney World Resort
2011 – By business sector:

  • Public Sector and Higher Education – Emory University
  • Small and Medium Size Business – Society for Worldwide Interbank Financial Telecommunications (SWIFT)
  • Large Business – Charter Communications

2010 – By business sector:

  • Public Sector and Higher Education – Commonwealth of Massachusetts, Information Technology Division
  • Small and Medium Size Business – Maritz
  • Large Business – Oracle Global IT

2009 – Thomson Reuters Roger Bennett & Global Process Team
2008 – Procter & Gamble Product Lifecycle Management Operations Management Team
2007 – State of North Carolina Service Excellence Program

itSMF USA Lifetime Achievement Award

2013 - Dr. Suzanne Van Hove
2010 – David Cannon

2007 – Ken Wendle

2008 – Leah Palmer
2006 – Butch Sheets
2004 – Ken Hamilton

itSMF USA Member of the Year Award

2013 - Jeanette McGillicuddy
2012 - John Kleist
2011 - Michael Caruso
2010 – Michele Bonner
2009 – Dhiraj Gupta
2008 – Teresa Mount
2007 – Kirk Holmes
2006 – Maria Metcalf
2005 – Denis Esslinger

itSMF USA Interest Group Excellence Award

2013 - Dallas / Fort Worth
2012 - Minnesota
2011 - Ohio Valley
2010 - Austin
2009 – Ohio Valley
2008 – National Capitol
2007 – Lehigh-Delaware Valley
2006 – Ohio Valley
2005 – South Florida
2004 – Minnesota

itSMF USA President’s Award

2013 - Cathy Kirch
2012 - Deb Ingram
2011 - Julie Montgomery
2010 – Chris Dancy
2009 – Brent Knipfer
2008 – Cassius Downs
2007 – Sallie Kennedy
2006 – Dennis Ravenelle
2005 – Leah Palmer
2004 – Jean Ritala

itSMF USA Industry Knowledge Contribution Award

2011 - Dr. Suzanne Van Hove
2010 – Jack Probst
2009 – Alex Hernandez
2007 – itSMF Certified Partner Network Academia

itSMF USA Rookie Interest Group Award

2010 – San Diego
2008 – Mid-America
2007 – Tallahassee
2006 – Central North Carolina

itSMF USA Platinum Sponsor Award

2004 - Ron Nelson

itSMF USA Service Management Excellence Award

2001 – Brett Ostlund
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