Optimal Connections, LLC 

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Principal Consultant
Paul M. Dooley


HDI Certified Auditor

HDI Certified

HDI Certifications

ITIL Certified

ITIL Expert

Global Knowledge Instructor


Speaker at HDI and
itSMF conferences



Education Chair





"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 PasqDan Pasquerilla
Manager, Programs Office
Global Learning and Support Services, QAD

Support Center Assessment

How Does YOUR Support Center or IT Help Desk Stack Up? Find Out with a Support Center Assessment!

Are there opportunities to improve your IT help desk or customer support center? AreSupport Center Assessment 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, help 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.

Support Center Assessment Key Features

Comprehensive, professional 3rd party assessment of your help desk or support center, resulting in an identification of strengths, weaknesses, and improvement opportunities
Based on compliance with HDI’s World Class Support Center Certification (SCC) model and standards.  The HDI SCC model is support center specific, but includes many of the standards from the latest ITIL best-practice framework.
Includes a preparation survey, three days of onsite assessment, and report presentation - the assessment is essentially a three-stage project, with remote or onsite presentation of findings and recommendations at the conclusion.
Factors in all the key elements into the assessment: 
During the assessment we look at all the critical elements for successful service delivery:  people, process, and technology.  The "scope" of the assessment will vary, depending on client requirements, but in all cases we will engage these sources:

1) Interviews of key support center stakeholders
2) Review of support center documentation
3) Observation of workflow processes

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.
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?

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.
A cost-effective approach - Our Support Center Assessment starts with a remote survey process, followed up by an onsite visit, detailed report, and presentation.  You get a professional 3rd party assessment of your operations at a cost-effective price.
Provides a Road Map to prepare your IT support center for eventual Support Center Certification.  Learn about quick wins, as well as those opportunities that represent a great deal of value, but which must be planned for carefully.
Equips you to address areas of opportunity, further optimizing operations - even if you choose not to proceed with HDI certification, the assessment delivers valuable guidance about where and how you can improve your IT operations.

Sample Downloads

Support Center Assessment Case Study
Sample Findings & Recommendations Report (abbreviated)

View Details of Support Center Assessments

Support Center Assessments have been performed for medium to large organizations, including both public and private institutions. Some of our SCA engagements include such well known names as Yahoo!, New York Life, and Plantronics. Click here to view a comprehensive list of recent Support Center Assessments and Audits performed by Optimal Connections.

Why Choose Optimal Connections?

Experienced Consultants - Our principal 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 IT support center operations.
Qualifications - Our principal consultant holds Bachelors and Master in Business Administration degrees, as well as numerous industry certifications from HDI and ITIL (ITIL Foundation, Intermediate and Expert certifications).  His wide body of experience, including instruction, audits, and consulting, provide you with quality recommendations you can put right to work.
Quality Results -  Paul has conducted numerous IT and support center assessments and audits, including the largest HDI Support Center Certification audit to date: a global SCC project encompassing eight support centers around the globe.

Assessment Pricing and Delivery

Basic Help Desk or Support Center Assessment - starting at only $8,995

* one location, less than 50 support staff. Additional locations and staff may be included at a slight uplift in price.  Travel expenses extra.

Request a Support Center Assessment Proposal

For more information, or to request a proposal for a Support Center Assessment, please call 1 (949) 305-3544, or email us at service@optimalconnections.com.  We will get back to you right away!


Find out how to improve your support center, and receive a roadmap to eventual Support Center Certification!


Partial List
Support Center Assessments

QAD - Global supplier of ERP and Supply Chain Solutions.  2005-2006.

ARI Network Services, leading provider of electronic parts catalogs.  2007.

New York Life - Major Life Insurance Company, headquartered in New York.  2009.

Forest City - NYSE listed Real Estate company with over 10 billion in assets.  2009.

Yahoo! - Leading web portal company, based in Santa Clara.  2010.

Waste Management - Leading waste and energy management company, based in Houston.  2010.

WASP Barcode Technologies - leading provider of barcode scanning systems.  2010.

Plantronics - leading provider of headsets for government, business and personal use.  2011.

Self-Regional Healthcare - major healthcare provider in South Carolina.  2011.

Major Sports Assoc., IT support center assessment. New Jersey. 2014

Loyola University - Major University, Chicago, USA.  April 2014.

ISO New England -Power services regulator - New England states. Dec. 2014.


Click here
to view an in-depth listing
of our
Support Center Assessments!