2026 Schedule
Session 403: Leveraging HDI Certification to Transform Your Service Organization
William Poad (Director, Global Support, Vertex Inc.)
Annie Bartolomeo (Senior Manager, Continuous Process Improvement, Vertex Inc.)
Date: Thursday, May 7
Time: 10:15 am - 11:15 am
Pass Type: Core Pass, Premier Pass, Premium Learning Pass - Get your pass now!
Track: Achieving IT Service & Management Excellence, Optimizing Service & Support Operations
Session Type: Session
Vault Recording: TBD
Audience Level: All
In today's dynamic support landscape, achieving excellence requires more than operational efficiency—it demands strategic alignment, cultural transformation, and measurable outcomes. This session explores how Vertex leveraged the HDI Support Center Certification to reimagine its global support center, transforming it into a benchmark of service excellence.
Through a rigorous audit process grounded in internationally recognized standards (ISO/IEC 20000, ITIL® 4, COBIT® 6, KCS®), Vertex assessed its maturity across eight dimensions: leadership, strategy, people management, resources, processes, satisfaction, and performance results.
Takeaway
Attendees will learn how HDI certification served not just as a recognition milestone, but as a catalyst for:
Aligning support operations with business strategy.
Enhancing employee engagement and retention.
Driving continuous improvement through structured feedback loops.
Elevating customer experience through measurable service outcomes.
This session will share practical insights, lessons learned, and tangible results from Vertex's certification journey—including how the process helped unify service teams, modernize workflows, and position support as a strategic differentiator in the enterprise.