Paul M. Dooley
HDI Certified Auditor
SCA, SCM, SCTL
Speaker at HDI and
itSMF LA LIG
"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."
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!
opportunities to improve your IT help desk or customer 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
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
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
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
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
Formal written report prepared and
presented, enabling you to begin a process of
optimization that will prepare you for eventual HDI Support
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.
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
prepare your IT support center for eventual
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.
Support Center Assessment Case Study
Sample Findings & Recommendations Report
View Details of Support Center Assessments
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,
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
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
For more information, or to request
a proposal for a Support Center Assessment,
1 (949) 305-3544, or email us at
firstname.lastname@example.org. We will get back to
you right away!
Find out how to
improve your support center,
and receive a roadmap to eventual Support Center
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.
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.
to view an in-depth listing