HDI Certification Training, ITIL Training Schedule

Order the
New Focus Book!

HDI has just published a new Focus Book authored by Paul M. Dooley:

Down Load the FREE White Paper:

"How to Market the Value of Your Support!"

Listen to Our
Satisfied
Customers!

"Paul did an excellent job!"
Student
ITIL Foundation
Children's Hospital
Jan 16, 2013

"Excellent presentation. Well worth the time - interesting, useful and enjoyable."
Linda Marsh, Director - Applications, Karl Storz
ITIL Foundations 2008

"I am excited to return to work and put these practices into place!" Heather 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

Curious About
Support Center
Certification?

Check out HDI's
SCC Program

FREE White Paper!

"7 Steps to Exceptional Customer Service"
Download Now

Get the Download
"Web Portal Best-
Practices" Session
given at the
HDI Japan
Conference 2008!
Learn More >>
Event Photos>>

itSMF USA
Conference, SF
Sept 9, 2008
Download

Get Our Presentation
and Checklist on Effective Web Support!
Go to Resources>>

Course Schedule - ITIL Certification Training and HDI Skills-Building

ITIL Training and HDI Skills Building Courses that Deliver Real Value You Can Put Right to Work!

Our principal consultant, Paul M. Dooley, is a Certified HDI Instructor and member of the HDI Faculty. He is also ITIL Foundations, Practitioner Certified (Service Desk and Incident Management), and an ITIL V3 Expert.

HDI certification, ITIL, and skills-based training classes are offered locally in Southern California on a regular basis, as well as across the U.S and internationally. See below for upcoming courses. For HDI courses, you may reserve a space in one of these upcoming classes by visiting the HDI course schedule (or click on one of the links below).

For information about scheduling a local class, or one at your site, call (949) 305-3544 or EMAIL service@optimalconnections.com. To register for one of classes listed below, click on the hot link next to the class listing.

HDI Support Center Skills Courses

Customer Service Representative (CSR) Training

Duration: 1 day
Class Time: 8:30 AM - 5:00 PM
Download the flyer for more info: CSR Flyer
Course dates - 2009-2010:
- To be scheduled as required. Email us!
Payment to secure reservations:
- Payment is made through HDI when you click to register.

Support Center Analyst (SCA) Training

Duration: 2 days
Class Time: 8:30 AM - 5:00 PM daily
Download the flyer for more info: SCA Flyer
To Register: click on the link below for the desired class to go to HDI's registration system.

Course dates - 2013:
- Feb 2-3, San Francisco, CA - Completed
- Aug 19-20, Seattle, WA - Register Now
- Oct 14-15. Los Angeles, CA - Register Now
- Dec 2-3, San Diego, CA - Register Now

Course dates - 2012:
- April 2-3 - Los Angeles, CA - Completed
- May 7-8, Irvine, CA - Completed
- July 23-24, Seattle, WA - Completed

Courses taught in 2011:
- Apr 11-12, San Diego, CA - Completed
- May 16-17, Los Angeles, CA - Completed
- Nov 7-8, San Francisco - Completed

Payment to secure reservations:
- Payment is made through HDI when you click to register.

Support Center Team Lead (SCTL) Training

Duration: 2 days
Class Time: 8:30 AM - 5:00 PM daily
Download the flyer for more info: SCTL_Flyer
To Register: click on the link below for the desired class to go to HDI's registration system.

Course dates - 2011:
- Check back - in process!

Payment to secure reservations:
- Payment is made through HDI when you click to register.

Support Center Manager (SCM) Training

Duration: 3 days
Class Time: 8:30 AM - 5:00 PM daily
Download the flyer for more info: SCM_Flyer
To Register: click on the link below for the desired class to go to HDI's registration system.

Course dates - 2013:
- Feb 6-8, San Francisco, CA - Completed
- Aug 21-23, Seattle, WA - Register Now
- Oct 16-18, Los Angeles, CA - Register Now
- Dec 4-6, San Diego, CA - Register Now

Course dates - 2012:
- May 9-11, Irvine, CA - Completed
- July 25-27, Seattle, WA - Completed

Courses taught in 2011:
- Feb 9-11, Irvine, CA - Completed
- Apr 13-15, San Diego, CA - Completed
- May 18-20, Los Angeles, CA - Completed
- Nov 9-11, San Francisco - Completed

Payment to secure reservations:
- Payment is made through HDI when you click to register.

ITIL Certification Training Courses

ITIL Executive Overview

Duration: 1/2 day
Class Times: 8:30 AM - Noon or 1 PM - 4:30 PM. Choose a

morning or afternoon session.
Download the flyer for more info: ITIL Exec_Overview
To register: please call (949) 305-3544, or send an email to service@optimalconnections.com with the preferred date, names, preferred time (morning or afternoon), location and number of seats.
Course dates:
- Scheduled on demand, either on location or at our Irvine training center.
For more information or for reservations:
- Pricing is based on class size, not per student basis. For more information, or a quote, please email us.

ITIL Awareness Training (V3)

Duration: 1 day
Class Time: 8:30 AM - 5:00 PM
Download the flyer for more info: ITIL_V3_Awareness
To register: please call (949) 305-3544, or send an email to service@optimalconnections.com with the preferred date below and planned attendees.
Course dates - 2012:
- May 11, GK client onsite class - Completed

Note: Also scheduled on demand, either on location or at our Irvine training center.
More information or for reservations:
- Pricing is based on class size, not per student basis. For more information, or a quote, please email us.

ITIL Foundations Certification Training (V3)

Foundations Training in ITIL V3 Best-Practices
Taught by Paul M. Dooley, ITIL V3 Expert
Duration: 3 days
Class Time: 8:30 AM - 5:00 PM daily
Optimal Connections is a certified instructor for HDI, Global Knowledge, and NAI.
Course Descriptions:
- HDI: Get the HDI flyer for more info: ITIL Flyer
- Global Knowledge: Foundations Exam Prep Boot Camp
- NAI: Foundations Course Description
To register: click on one of the links below to register for an upcoming course

Course Dates - 2013:
- Jan 14-16, GK: Children's Hospital, LA - Completed (100% Pass!)
- Feb 19-21, GK Company Onsite - Gilead Sciences - Completed
- Mar 26-28, Onsite class - US Military, Hawaii - Completed
- May 6-8, GK Onsite - Sutter Health - Completed
- May 13-15, GK Santa Clara - Register Now
- Jun 19-21, Private Onsite - Dublin, CA - Scheduled
- Jun 24-26, GK/MicroTek, Los Angeles, Ca - Register Now
- Jul 16-19, Phoenix TS - Scheduled
- Jul 22-24, GK/Exit Certified - Sacramento - Register Now
- Sep 11-13, Phoenix TS - Scheduled

Course Dates - 2012:
- Jan 9-11, GK Santa Clara, CA - Completed
- Jan 16-18, Microtek, Denver, CO - Completed
- Feb 28-Mar 1, NVIDIA - Santa Clara - Completed (100% pass)
- Apr 23-25, GK ITIL Fnd class for IBM - Completed (100% pass)
- June 11-13, PBTech - US Army, Asia Pacific - Completed
- Jun 18-20, MicroTek Los Angeles, CA - Completed
- Oct 1-3, Onsite ITIL Foundation, CISCO - Completed
- Nov 6-8, Onsite ITIL Foundation, CISCO (TX) - Completed (100% pass)
- Dec 17 - 19, MicroTek Los Angeles - Completed (100% pass)

Courses taught in 2011:
- Jan 10-12, GK Irvine, CA - Completed
- Jan 17-19, Denver, CO - Completed
- Mar 14-16, MicroTek - Los Angeles, CA - Completed
- June 6-8, Cybersource (onsite), WA - Completed
- June 15-17, Kaiser Permanente (Onsite) - Completed
- June 20-22, Portland - Kinetic Computer Solutions - Completed
- June 27-29, Kaiser Permanente, Pasadena (Onsite) - Completed
- Aug 1-3, NetApp onsite class, Santa Clara - Completed
- Oct 3-5, GK onsite class, Milpitas - Completed
- Oct 10-12, GK Micotek San Francisco - Completed
- Oct 17-19, GK Honolulu Hawaii - Completed
- Nov 14-18, GK Onsite - Cosmopolitan, Las Vegas - Completed

Payment to secure reservations:
- For partner classes, payment is made through our training partner when you click to register above. For Optimal Connections offered classes, payment is made through PayPal.

ITIL Intermediate Level Training (V3)

ITIL Intermediate Level Courses are taught by ITIL V3 Expert Paul M. Dooley. The ITIL Intermediate Level offers two principle

streams of education; Lifecycle and Capability - each with their own series of certifications - and a final rationalization module, Managing Across the Lifecycle. Each of the Intermediate certifications provides candidates with the knowledge, skills and competencies required to apply or manage the application of specific areas of ITIL Best Practice, in a Service Management environment.

Courses available include:
- ITIL Life-Cycle Courses: SS, SD, ST, SO, CSI
- ITIL Service Capability Courses: RCV, PPO, SOA, OSA
Duration: 3 - 5 days, depending on course
Class Time: 8:00 AM - 5:00 PM daily
Optimal Connections is a certified instructor for Global Knowledge
Course Descriptions: For more information on ITIL Intermediate Level courses, visit the ITIL Courses page at Global Knowledge

ITIL Life-Cycle Certification Courses include:
- Service Strategy (SS)
- Service Design (SD)
- Service Transition (ST)
- Service Operations (SO)
- Continual Service Improvement (CSI)

ITIL Service Capability Certification Courses include:
- Planning, Protection & Optimization (PPO)
- Release, Control & Validations (RCV)
- Operational Support & Analysis (OSA)

Course Dates - 2013:
- SO - Apr 15-17, GK S Clara - Completed
- RCV - Jun 3-7, Phoenix TS - DISA, Hawaii - Confirmed
- ST - Jun 24-26, GK Santa Clara, CA - Register Now
- Aug 13-15 - Phoenix TS - Scheduled

Course Dates: 2012:
- RCV - Feb 20 -24, GK Santa Clara, CA - Completed (100% pass)
- ST - Mar 5 -7, GK Santa Clara, CA - Completed
- OSA - Mar 26 -30, MicroTek, LA, CA - Completed (100% pass)
- SS - Jun 25-27, GK Morristown - Completed
- SO - Jul 9-11, Los Angeles, CA - Completed
-   SO - Aug 6 - 8, GK Santa Clara, CA - Completed
-   SO - Oct 22 - 25, Philips onsite class - Completed
-   ST - Oct 29 - 31, GK Santa Clara - Completed
-   OSA - Nov 12 - 16, GK Santa Clara, CA - Completed
-   RCV - Nov 26 - 28 - Blended Virtual Class - Completed
-   OSA - Nov 28 - 30 - Blended Virtual Class - Completed

Courses taught in 2011:
- OSA - Feb 21-25, GK Santa Clara - Completed
- CSI - Feb 28, Mar 2, GK Santa Clara - Completed
- SS - Apr 25-27, GK Santa Clara - Completed
- RCV - May 9-15, GK Onsite - Intel - Completed
- PPO - May 16-20, GK Santa Clara - Completed
- CSI- July 11-13, Dallas - Completed
- CSI - Aug 15-17, Washington DC - Completed
- OSA- Aug 22-26, Santa Clara - Completed
- SD - Sept 13-15, Intel Onsite class, Oregon - Completed
- RCV - Oct 24-28, GK Santa Clara - Completed
- SO - Oct 31-Nov 2, GK Houston - Completed
- SS - Nov 28-20, GK, Dallas, Texas - Completed
- CSI - Dec 5-7, Milpitas, CA -Onsite KLA-Tencor - Completed
- SO - Dec 12-14, Santa Clara - Completed

Registration & Payment: visit the Global Knowledge web site, and register for an upcoming course! For classes taught on behalf of partners, payment is made through our training partner when you click to register above.

Support Center Skills-Building Courses

"Effective Communications"

Duration: 1/2 day workshop
Class Times: 8:30 AM - Noon or 1 PM - 4:30 PM. Choose a morning or afternoon session.
Download the flyer for more info: Effective Communications
To register: please call (949) 305-3544, or send an email to service@optimalconnections.com with the preferred date, names, preferred time (morning or afternoon), location and number of seats.
Course dates:
- Scheduled on demand, either on location or at our Irvine training center.
For more information or for reservations:
- Pricing is based on class size, not per student basis. For more information, or a quote, please email us.

	"Building Effective Teams" Duration: 1/2 day workshop Class Time: 8:30 AM - Noon or 1 PM - 4:30 PM. Choose a morning or afternoon session. Download the flyer for more info: Building Effective Teams To register: please call (949) 305-3544, or send an email to service@optimalconnections.com with the preferred date below and planned attendees. Course dates: - Scheduled on demand, either on location or at our Irvine training center. For more information or for reservations: - Pricing is based on class size, not per student basis. For more information, or a quote, please email us.
	"Effective Conflict Resolution" Duration: 1/2 day workshop Class Time: 8:30 AM - Noon or 1 PM - 4:30 PM. Choose a morning or afternoon session. Download the flyer for more info: Effective Conflict Resolution To register: please call (949) 305-3544, or send an email to service@optimalconnections.com with the preferred date below and planned attendees. Course dates: - Scheduled on demand, either on location or at our Irvine training center. For more information or for reservations: - Pricing is based on class size, not per student basis. For more information, or a quote, please email us.
	"Keys to Effective Stress Management" Duration: 1/2 day workshop Class Time: 8:30 AM - Noon or 1 PM - 4:30 PM. Choose a morning or afternoon session. Download the flyer for more info: Keys to Stress Management To register: please call (949) 305-3544, or send an email to service@optimalconnections.com with the preferred date below and planned attendees. Course dates: - Scheduled on demand, either on location or at our Irvine training center. For more information or for reservations: - Pricing is based on class size, not per student basis. For more information, or a quote, please email us.

Things to Note!

Location of Irvine Classes and Seminars

Local classes in Irvine are held at the Palm Court Executive Suites, 15615 Alton Parkway, Suite 450, Irvine, CA 92618. For a map, please visit
: Map of 15615 Alton Pkwy Irvine, CA 92618-3341

Pricing

Members of the Help Desk Institute (HDI) may receive special pricing on HDI classes - please visit the HDI web site (www.thinkhdi.com) for details. If you are not already a member of HDI, we strongly recommend you join! HDI is the world's largest and most respected membership organization for service and support professionals. The annual fee is very reasonable, and the benefits are awesome. Find out more at www.thinkhdi.com.

Classes are scheduled on a quarterly basis, and this page is updated monthly. Check back for updates, and email us for any special requests at service@optimalconnections.com.

Cancellation Policy

In rare instances, a course may be rescheduled or postponed. We will endeavor to provide at least 10 days notice of any such events, and either reschedule your student for a future class, or refund the amount of the class - as you desire. We will not be held responsible for penalties associated with rescheduling air travel, hotel, or other travel expenses.

Due to the fact that we must order materials well in advance of classes, those students canceling their reservation in the class with less than 10 days notice are subject to a $150 cancellation fee. Participants who do not show up for their course are still expected to pay the full course fee.

Payment Terms

Payment for HDI courses are made directly to HDI by registering through their web site. Payment for local Optimal Connections courses must be made 2 weeks in advance of the course. Payments may be made with your credit card on-line via PayPal, or you may request that we invoice you.

We process your credit card payments through PayPal's secure payment processing web site. Although you do not need to be a member of PayPal to pay with your credit card, PayPal is now one of the largest credit card processing clearing systems, with over 84 million members world wide, PayPal is the way payments are made today.

If you choose not to pay by credit card, let us know when you make your reservation, and we'll invoice you.


	*How Do You Stack Up?* Check out our Support Center Assessment Service and find out! Read More >>

For more information on HDI or ITIL Certification Training please call 1 (949) 305-3544, or email us.