HDI and ITIL Certification Training
Paul M. Dooley, MBA
IT Service Manager
ITIL V3 Expert
Listen to What Our Students Say!
an outstanding instructor, and I really learned a great deal.
Thank you so much for the practical examples you provided"
Alan Estrada, Desktop Support Manager - Bio-Rad. ITIL Service
Operation, April 2013.
class for a new manager - I have valuable information to
implement many new processes!
Support Center Manager
wanted to thank you for teaching a great class! I will
be putting to good use all the information I learned."
Lisa C. Blanda - Manager, Production Support. Pacific
ITIL Service Operations 2011
"The instructor was very knowledgeable.
Thank you! The class was well worth it, and I would recommend it to other
supervisors in my organization. Thank you again for a job well done!" Mary Ann Lopez, Panda Restaurants,
SCTL, December 2009
"Just right speed and
delivery. Very knowledgeable instructor."
Support Center Mgr
SCM Class - Feb 2009
"Thanks for the great class in Minneapolis -- I really enjoyed
it and brought a lot back. Now, we'll see if we can implement
a few things!"
Help Desk Analyst
Gillette Children's Specialty Healthcare
SCA Class - Feb 2009
"I am able
to take the skills I learned here and begin using them right
Medical Insurance Exchange
SCA Class Jan 2009
was very informative! Instructor did a great job!"
Yolanda Rivera, SCA Class - May 2008
am excited to return to work and put these practices into
Whitefield, SCM Class, Anaheim - March 2007
"I plan to recommend this course to all of our Analysts
here at Fremont." William Torres, SCA Class, Fremont
Investment & Loan, March 2007
"Paul was very
knowledgeable and enthusiastic. He provided real world solutions to real
world problems by engaging each member of our class in discussions!" Mega
Perkins-Roush, SCA Class, San Diego - May 2007.
you very much. Many of the policies and procedures practices
are not implemented in my organization. I'm hoping to present
to management for change and implementation. Paul - you did a
Adriane Vasquez, City of Yuma, Arizona
FREE White Paper from the HDI 2005 Annual Conference
"How to Market
the Value of Your Support
on Service & Support,
Web Marketing and
Go to Resources >>
"7 Steps to Exceptional Customer Service"
Management, Help Desk and Support Center Services
Consulting and Service Management Solutions that Energize Your
Its no secret that in today's world of
global competition, exceptional customer service and support
lays the foundation for success. With over 70 years of combined
experience in technology service and support, no one
understands this better than the senior consultants at Optimal Connections.
Need to boost help desk service quality
Support Center Analyst skills? Or learn best-practices in support
center management with
HDI Support Center Manager Training?
Perhaps you need a
Support Center Assessment to get a professional assessment of
your help desk operations, and identify opportunities for improvement. Maybe your goal is
to aim for
HDI Support Center
really distinguish your support center from the pack.
Better yet, bring your staff
up to par with ITIL best practices, engaging our
ITIL Foundations or Intermediate level Training.
Whatever your goal,
help your IT organization and support center get to where you need to it be – so you can wow customers, exceed
expectations, and build that all important customer loyalty!
Expert ITSM and ITIL
IT Infrastructure Library (ITIL) has become the de-facto global standard in terms of best-practices for IT
Interested in getting your executives briefed, ITIL Awareness training, or a solid grounding in
Our instructors are ITIL V3 Expert certified, with years of hands-on
experience in IT service and support. Classes listed below.
Learn More >>
|ITIL Executive Overview|
|ITIL Awareness Training|
|ITIL Intermediate Level
Training - Lifecycle Courses|
|ITIL Intermediate Level
Training - Capability Courses|
HDI Support Center Skills-Based Training
HDI Certification TrainingBoost the communications,
problem solving and customer care skills of your Service Desk Analysts,
Team Leads and Managers with HDI Certification Training. As Certified Instructors of HDI,
we provide you with official HDI courses that will prepare your staff to
deliver the best in service & support.
Classes offered include in-depth skills based training for customer care
reps, support center analysts, team leaders, and support center/service
desk managers. Courses listed below.
Learn More >>
|Customer Service Representative
|Support Center Analyst (SCA)|
|Support Center Team Lead (SCTL)|
|Support Center Manager (SCM)|
Workshops for Teams
Targeted Half-day Help Desk Skills-Building Workshops
Don't have enough time to send your help
desk or IT
support staff to one or two days of training? Looking for
skills-building courses focused on specific, targeted areas you need help
with? We have just what you are looking for! Targeted 1/2 day
training workshops enable you to get specific training to meet needs in specific areas,
Building Effective Teams|
|Effective Conflict Resolution|
|Keys to Effective Stress
More courses coming soon! Courses can
be delivered on-site, or at our training location.
Learn More >>
Online Self-Paced Training:
IT Learning Connection (New!)
IT Learning Connection web portal is your destination for easy,
online learning for IT best-practices. Our offerings at the IT
Learning Connection complement our live instructor led training,
and include ITIL, Cloud, Virtualization and COBIT
courses. Online courses are ideal for busy IT managers as well as
operational IT staff. Courses are delivered on a 7 x 24 hour basis,
on-line, right to your desk - eliminating travel costs, and enabling you
to learn at you own convenient pace.
More at The IT Learning Connection >>
Support Center Assessment
a professional 3rd party assessment of your IT Service Desk or
Our Support Center Assessment is a cost-effective way to identify
opportunities for improvement, pinpoint areas of strength, and get a
roadmap for the future. We provide specific
recommendations for improvement, so you can get right to work
addressing those areas that need attention most - boosting
performance, lowering operational costs, and raising employee
Although you may be successful in attracting customers, engaging them, and
selling products or services, you won't be successful in the long run unless you deliver
quality customer service. HDI Support Center Certification
benchmarks your support center against HDI world-class standards, allowing you
to differentiate your center from competitors and demonstrate to customers your
commitment to excellence!
Learn More >>
IT Best-Practice Consulting
Help Desk and Support Center Consulting
Are there opportunities to increase the efficiency, effectiveness, and
service quality in your help desk or support center, while reducing costs and increasing
revenue? Our help desk and support center consulting solutions will help you optimize
your IT and support center performance. Whether it's a specific
functional area you'd like us to examine, or a process area that you feel
is under-performing, we have the expertise and experience to advise you
need. Engage us and watch us exceed
Learn More >>
So Why Choose Us?
We are a small but very
formidable team of IT industry experts, with considerable
experience in IT support services strategy; service design,
transition, and operations; IT support center analyst and
management skills development; and IT service management best
practices. Not only do we have the credentials and
experience you can count on - we are committed to excellence
and to your complete satisfaction!
Optimal Connections is
active in leading industry organizations such as
HDI (also know as the
IT Service Management Forum (itSMF),
itSMF Los Angeles LIG,
HDI Orange County, and
Association of Support Professionals (ASP).
We are proud members of ...
Association of Support
Member - HDI, and HDI Orange County
Member - itSMF USA
HDI Orange County itSMF - Los Angeles LIG
Training Partner - CCC
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