Vital and Excellent Intellectual Capital that improves adoption and practice and positively impacts the state-of-the-art of ITSM.  

Criteria:

• Freely Available
• Applicable to All
• Positive and Lasting Impact

• State of North Carolina
• George Gerchow/EMC
• The Forum Committee
• Carlos Casanova and Glenn O'Donnell
• Microsoft Ops RAP development team
• The Academic Subcommittee
• Service Now,  Fred Luddy & Team
• Alex Hernandez
• Dr. Francios Coallier
• David Cannon

Alex Hernandez

Alex is a recognized expert and his involvement in the industry is deep.  He has a long history as a practitioner and trainer and has contributed significantly to the development and review of certification exams.  In addition to his widely-read book on ISO/IEC 20000, he was instrumental in developing and launching the first MBA and Masters of Science program with a concentration in IT Service Management in the US at the University of Dallas, where he currently teaches as an adjunct professor.  He also serves as co-chair of the itSMF USA Academic Committee. 

• Project completed within 9 months  
• Touched wide scope of people and process areas
• Improvements drive Business Value

• Ameriprise
• CH Robinson Group
• Chamberlin Group
• CIBER
• Conseco, IT
• Cook Children's Health Care System
• Dell 
• Elbit Systems America
• Emblem Health Care System
• First Data
• GITOS Global Process Engineering Team
• Mass Mutual
• National Institute of Health
• TechTeam Global
• Thomson Reuters/Roger Bennett
• University of Utah
• Walt Disney Company

Thomson Reuters – One World ITIL® Integration Project

Thomson Reuter’s  Global Process Team, led by Roger Bennett could easily be a case study out of Jackie Frieberg’s book BOOM!  The scope and scale of the project were analogous to climbing Everest.  The opportunities to “Yeah but” it to death were countless.  This team used ITIL®, Prince2®, and PMI to structure their efforts and ISO 9001 and ISO/IEC 20000 to validate them.  Improved performance yielded increased end-user satisfaction and was further demonstrated by the number of data center “green days.”  Masterfully executed communications both among the 2000 technology staff involved in the project globally and with the business played a large part in the success of the project.   Roger will be presenting more about their project during our October 22nd On-Line Conference with his presentation “Merging ITIL, Building Teams – Lessons Learned from the Thomson Reuters Merger

• Deliver quality programs
• Systemic benefits to itSMF USA
• Drive membership growth

• Austin       
  President:  Michele Bonner
• Houston       
  President:  Priscilla K. Smith
• Ohio Valley      
  President:  Doug Tedder

Ohio Valley Local Interest Group   
President:  Doug Tedder

This year’s LIG Excellence Award was given the Ohio Valley Local Interest Group Doug Tedder, President; Judy Sanker, Past President; Mike Gribbins, President Elect and Joan Coolidge, Secretary.  They are a LIG that continues to deliver outstanding programs, grow membership, and promote ITSM best practices through leading edge innovation.  Noted in the past for providing excellent networking opportunities, they took it to the next level this year, leveraging a LinkedIn group, newsletter BLOG, Facebook, Twitter, and an interactive message board that provides members with even more opportunities to share best practices and get advice from fellow members.  They also launched a Student LIG at a prominent university with over fifty (50) students attending the kick-off meeting and several members obtaining Foundations Certificates and excitedly joining LIGs after graduation.  Finally, they have served as a resource and mentor to other LIGs, offering advice and sharing best practices for LIG operations.

• Outstanding contributions
• Consistency, Integrity and Loyalty
• Positive and Lasting Impact

• Tess DePalma
• Dhiraj Gupta
• Scott Jaeger

Dhiraj Gupta   

Dhiraj is a member who has consistently stepped-up and delivered time and time again, inspiring others to volunteer and support the mission, vision and goals of the itSMF USA.  His many volunteer leadership roles include founder and president of his LIG, Track Chair for Fusion 2007 and 2008, and co-chair of this year’s Academic Forum and editor for The Forum.

• Outstanding contributions
• Consistency, Integrity and Loyalty
• Positive and Lasting Impact

  Brent Knipfer  

This year, President Sallie Kennedy honored Brent Knipfer with the President’s award for his ongoing availability and willingness to provide her with support, assistance, fresh ideas and for providing “member’s eye view” to her as she brought the organization through an extremely difficult year.  Throughout the year, Brent’s answer was always “yes!” when asked to step in and assist or to offer advice.