Rick Joslin is a recognized expert in Knowledge Centered Support and a service management consultant. Rick served as the Executive Director of Certification & Training for HDI from 2006 to 2016. He was responsible for the development, sales, and delivery of HDI’s training, certification, and services products, and a number of strategic business development initiatives. Rick is a certified Knowledge-Centered Support (KCS) instructor and has guided organizations with the implementation of KCS. He is also a certified instructor for the HDI certification courses. Prior to joining HDI, Rick was a Principal Consultant with IHS Support Solutions. Formerly, Rick was the VP of Customer Care for ServiceWare, VP of RightAnswers.com, and VP of Knowledge Engineering. Rick was responsible for the production of the industry’s leading third-party knowledge bases, known as Knowledge-Paks. A winner of the 1999 Service 25 Award, Rick has been widely acknowledged as one of the most influential luminaries in the support industry. Rick is the author of the HDI Focus Book on Knowledge Management, the HDI Focus Book on the Knowledge Management Maturity Model, contributed the Knowledge Management chapter in the HDI Service and Support Handbook, and a contributing author to ITIL v3. Rick has been an active member of the Consortium for Service Innovation’ KCS Program Committee, served on and founded the HDI Strategic Board of Advisors and serves on the Advisory Council of Indiana University of Pennsylvania's Business College. He was a founding member, chairman, and director-at-large of HDI’s Member Advisory Board, and founder of the HDI Desktop Support Advisory Board, he served on the HDI Training Advisory Board, and the HDI International Certification Standards Committee. Rick was a founding advisor for the Help Desk Professionals Association, as well as the president and chapter advisor in the Pittsburgh Chapter of HDI.