Optimal Connections, LLC 

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HDI Certified

Support Center Analyst, Team Lead and Manager ..
Enroll Now!

HDI Certified
Support Center

ITIL Foundations
 and Intermediate Certified
Member - itSMF

How Do You
Stack Up?

Check out our Support Center Assessment Services and find out!

Get the FREE White Paper from the HDI 2005 Annual Conference
"How to Market the Value of Your Support

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New Focus Book!

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

 "Building a Web Support Portal: Keys to Success"


Board Member
Education Chair
itSMF Los Angeles


Help Desk Institute
Orange County


Association of Support Professionals


White Paper!

"7 Steps to Exceptional Customer Service"

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Frequently Asked Questions

Help Desk and IT Support Center Services

Q: What are the various types of Help Desk & Support Center services you provide?

We provide the following types of services for Help Desk and Customer Support:

bullet 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). 
bullet 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. 
bullet Help Desk, IT and Support Center Consulting - we offer a broad range of business and IT technical consulting services.
bulletSupport 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.
bullet 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 support industry.

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 www.thinkhdi.com 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 www.thinkhdi.com.

Q:  How often are classes held?

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 cancellation fee.

Q:  What happens if a class is cancelled?

In 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 course.

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.

HDI Support Center Certification

Q: What is the Support Center measured against in the HDI Support Center Certification Program?

The The Support Center Certification program measures effectiveness in eight areas that are critical to a support center operation:

bullet Leadership
bullet Policy and Strategy
bullet People Management
bullet Resources
bullet Process
bullet People Satisfaction
bullet Customer Satisfaction
bullet Performance results

Each area is represented by a number of standards. The standards committee has developed a series of questions to evaluate the level of compliance or conformity to the standards; these questions effectively measure the level of maturity the organization has achieved. The standards committee continually evaluates, and revises if necessary, the standards according to industry standards and best practices.

Have More Questions?

If you have additional questions about our services, please
feel free to call 1 (949) 305-3544, or email us.