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Principal Consultant
Paul M. Dooley
BA, MBA
HDI Certified Auditor
HDI Certified
Instructor
HDI Certifications
SCA, SCM, SCTL
ITIL Certified
Foundations
Practitioner
Author
Speaker at HDI and
other conferences
Officer
OC HDI
Member
itSMF USA
Member
ASP
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Support Center Assessment
How Does Your Help Desk Stack Up?
Are there
opportunities to improve your help desk or support center? Are
key enabling factors such as leadership, policy & strategy, people
management, process and resources on track – enabling you
to maximize productivity and minimize cost? How does you center
stack up against the Help Desk Institute’s
Support
Center Certification
standards? Is your support center a candidate for HDI certification?
Our Support Center
Assessment (SCA) is a cost-effective way to assess your
support center - whether you have an internal Service Desk, or a
Customer Support Center. Identify opportunities for improvement,
pinpoint areas of strength, and get a roadmap for improvement.
Our assessment can also help you assess whether to move ahead
with HDI Support Center Certification.
SCA Client Engagements
ARI Network Services, Inc.- May 2007
www.arinet.com
ARI Network Services, Inc.,
a leading provider of
electronic parts catalogs and related technology and services, chose
Optimal Connection's Support Center Assessment Services for a
professional assessment of their support center operations. A
comprehensive on-site assessment was performed, resulting in a
comprehensive report and presentation. Specific recommendations
were delivered pertaining to a number of operations, resulting in a
detailed roadmap for support center improvement and optimization.
QAD Global Support - Dec 2005-June 2006
(8 locations)
www.qad.com
QAD (www.qad.com),
a leading provide of supply chain software to
 manufacturers
world-wide, selected Optimal Connections to performed Support Center
Assessments prior to engaging in the HDI Support Center
Certification program. Optimal Connections conducted Support Center
Assessments for eight major QAD support centers around the world,
resulting in specific roadmaps for each to prepare for eventual HDI
Support Center Certification audit. All eight centers accomplished
HDI SCC re-certification again in 2006!
Here’s what Dan Pasquerilla of QAD had to
say:
"I was impressed with the
cost-effectiveness of the Support Center Assessment. We were able to
identify several areas where we exceeded HDI standards, and some
where we need to focus our efforts. Well worth the investment."
Dan Pasquerilla
Manager, Programs Office
Global Learning and Support Services, QAD
Support Center Assessment Key Features
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Comprehensive, professional 3rd
party assessment of your help desk or support center,
resulting in an identification of strengths, weaknesses, and
improvement opportunities
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Based on compliance with HDI’s World
Class Support Center Certification (SCC) model and
standards
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Includes two days
of onsite assessment
to conduct activities and
deliver results
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Factors in three key elements into the
assessment:
1) interviews of key support staff
2) review of support documentation
3) observation of workflow processes
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Provides a professional assessment of
how close your support center is to meeting HDI SCC standards,
along with a roadmap for improvement and eventual HDI Support
Center Certification.
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Formal written report prepared and
presented, enabling you to begin a process of
optimization that will prepare you for eventual HDI Support
Center Certification! |
Why Choose Our Support Center Assessment?
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Delivers insight from a certified HDI
Auditor – our Support Center Assessment is much more
than a self-evaluation. You get a complete assessment and
analysis of results, along with specific recommendations.
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A
cost-effective approach - Our Support Center
Assessment starts with a remote survey process, followed up by
an onsite visit and presentation. You get a professional 3rd
party assessment of your operations at a cost-effective price.
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Provides a Road Map
to
prepare your support center for eventual
Support Center
Certification
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Equips you to address areas of
opportunity, further optimizing operations -
even if you choose not to proceed with HDI certification, the
assessment. |
Downloads
Support Center Assessment Case Study
Sample Findings & Recommendations Report
(abbreviated)
Why Choose Optimal Connections?
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Experienced Consultants -
Each of our consultants has over 30 years of experience in the
service and support industry. So you can be confident you are
dealing with someone who has a great deal of experience and
expertise when it comes to assessing and advising on support
center operations.
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Qualifications - Our
consultants hold Bachelors and Master in Business Administration
degrees, as well as numerous industry certifications from HDI
and ITIL (EXIN Foundation and Practitioner certifications).
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Quality Results - Paul
has conducted numerous assessments and audits, including the
largest HDI Support Center Certification audit to date: a global
SCC project encompassing seven support centers around the globe. |
Standard Pricing
Basic Support Center Assessment - only
$4,500*
* one location. Additional
locations and staff may be included at a slight uplift in price.
Travel expenses extra.
Request a Proposal
For more information, or to request
a proposal for a Support Center Assessment,
please call
1 (949) 305-3544, or email us at
info@optimalconnections.com. We will get back to
you right away!
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