HDI Certification Training Classes - we are certified by HDI to
teach individual certification training classes. The following courses
are offered: Customer Service Representative (CSR), Support Center Analyst (SCA),
Support Center Team Lead (SCTL), and Support Center Manager (SCM).
ITIL Foundations and Intermediate Level Training and Certification
- we also provide training in the fundamentals and
intermediate levels of ITIL - ITIL
Foundations and Intermediate level training. We deliver this on behalf of HDI, as
well as other Global Knowledge, and other training providers.
Help Desk, IT and Support Center
Consulting - we offer a broad
range of business and IT technical consulting services.|
|Support Center Assessments - we offer a very
cost-effective help desk or IT support center assessment service, letting you
know where the gaps are, about opportunities to improve, and how
you can implement a 'roadmap' for improvement in both
effectiveness and efficiency.|
HDI Support Center Certification - our assessment and certification
services are certified by HDI, the largest member
organization of help desk and support center professionals.|
Q: Are your
Help Desk consultants "certified" to provide assessments and advisement?
Yes, our principal consultants are certified in a number
of ways, by several industry leading organization – including Microsoft, and HDI. Certifications
by HDI include Support Center Analyst, Team Lead, Support Center Manager, Instructor and Support
Center Auditor. In addition, our principal instructor is ITIL Foundations
and Practitioner certified (by EXIN), as well as an ITIL V3 Expert.
Finally, the management staff leading this suite of
offerings has had over 30 years of combined experience in the service and
HDI Skills-Based Certification Training
Q: Do HDI Members get a discount
off training classes?
Yes, Members of the Help Desk
Institute (HDI) get special pricing - please visit
for details on current pricing.
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
Q: How often are classes
Classes are normally
offered monthly. For details check out the
training schedule page.
Q: How are payments made for classes, and when are they due?
For HDI classes,
registrations are done via the HDI web site, with payments made directly to HDI.
For local Optimal Connections classes, we accept credit card
payment (via PayPal), or you may request that we bill you. Payment for courses
must be made 2 weeks in advance of the course. Those canceling their
reservation in the class with less than 10 days notice are subject to a
Q: What happens if a class is
rare instances a class may be rescheduled or postponed. Should
this occur, you may remain enrolled for the next scheduled class, or receive a
full refund. We will not be help responsible for penalties associated with
rescheduling air travel, etc.
ITIL Foundations and
Intermediate Level Certification Training
Q: What type of
ITIL training do you offer?
ITIL Foundations Training - we teach ITIL V3 Foundations on behalf of
Global Knowledge and HDI. This is an accredited 3 day
course that provides as it were a foundation of understanding for best-practices
in ITIL V3. The certification exam is included at the conclusion of the
ITIL Intermediate Level Training - we also
deliver ITIL Intermediate level courses, including the three day Life-cycle
courses (SS, SD, ST, SO and CSI), as well as the five day Service Capability
courses (PPO, RCV, OSA). For more information on the content of these
courses, please visit the
Global Knowledge ITIL web page.
Support Center Certification
Q: What is the Support Center measured against in the HDI Support Center
The The Support Center Certification program measures
effectiveness in eight areas that are critical to a support center operation: