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Author Archives: optimalconnections

The Evolution of ITIL to a New Operating Model: ITIL 4

May 1, 2019by optimalconnections Leave a comment

HDI has just published a new article I wrote on ITIL 4.  As many of you know, ITIL has been around for 30 plus years, and has been adopted as […]

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AXELOS, IT best practices, ITIL V4

What is Your Definition of FCR?

April 2, 2019by optimalconnections Leave a comment

There seems to be a lot of confusion about what metrics one ought to use for their support center, help desk or service desk.  One thing is clear, however – […]

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KPIs, Metrics, Ticketing systems

The Official ITIL 4 Foundation Book and App are Available!

March 23, 2019by optimalconnections Leave a comment

ITIL 4 is rolling out, with ITIL 4 Foundation training underway! As you know, the next evolution of the ITIL framework was launched on Feb 28th of this year, and […]

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AXELOS, ITIL V4, Mobile

Research Project “Build a Swarming Pilot Project”

February 26, 2019by optimalconnections Leave a comment

During mid 2017 I wrote a two-part article that compared and contrasted the traditional “tiered support model” with a new, collaborative approach to technical support entitled “Swarming”: “Evaluating Technical Support […]

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DevOps, IT best practices, Swarming

How to Classify Performance Issues

February 20, 2019by optimalconnections Leave a comment

HDI has just published a new article by Paul entitled “How to Classify Performance Issues” Recently, a question came into the HDIConnect community site, asking about the best way to […]

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Uncategorized

HDI Announces Paul as Featured Contributor

February 12, 2019by optimalconnections Leave a comment

HDI, an industry organization focused on service desk and support center best-practices, announced Paul M. Dooley, Optimal Connections President and Principal Consultant, as a Featured Contributor to their publications. Examples […]

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IT best practices, IT Publications

ITIL 4 Foundation Course

January 9, 2019by optimalconnections Leave a comment

ITIL 4 Foundation Course Being Released I’m proud and honored to be part of the team of experts who created this extensive set of ITIL 4 courseware together with ITpreneurs. […]

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IT best practices, IT Training, ITIL, ITIL V4

Tiered Support Explained

November 14, 2018by optimalconnections Leave a comment

The term tiered support refers to the way that a support center is organized, in order to handle incoming support issues in the most effective and efficient way possible. The tiered support […]

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IT best practices, Tiered support

ITIL is Being Updated! Answers to Your FAQs

October 23, 2018by optimalconnections Leave a comment

The updated version of ITIL is set to start rolling out during Q1 of 2019.  Here is some early release information to help you with answers to common questions. Relevance […]

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Agile, DevOps, IT best practices, ITIL, ITIL V4

Optimal Connections, LLC to Provide Training for Hartmann Software Group

October 5, 2018by optimalconnections Leave a comment

Optimal Connections, LLC has just entered into a contracting agreement with Hartmann Software to provide specialized IT training services to their clients.  Paul M. Dooley, Optimal’s principal instructor and consultant, […]

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Examples of Clients Served

  • Bonneville Power
  • Panasonic Avionics
  • Silvergate Bank
  • Salesforce.com
  • T-Mobile
  • State of Oregon
  • BEHR Paints
  • UCLA
  • SACA Technologies
  • 30 Bird Media
  • SWIFT
  • New York Life – Agent Customer Support Center (NYC)
  • Forest City (Cleveland)
  • Yahoo! (Santa Clara)
  • Plantronics (Santa Cruz)
  • WASP Barcode Technologies
  • ARI
  • Marine Corps. MCTSSA
  • Cerner Corp.
  • SABIC
  • Aramco
  • Intergraph
  • Greenberg Traurig
  • T-Systems
  • National Help Desk
  • US Army, Air Force
  • US Dept of Defense
  • Legal Aid Society (New York)
  • Self Regional Healthcare
  • Hoag Health Network

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Partners

  • AXELOS – Optimal Connections is an AXELOS Affiliate.  AXELOS is the owner manager of the ITIL framework, and global set of best practices for IT. Learn more at the AXELOS web site.
  • PeopleCert – Optimal Connections is also an Affiliate of PeopleCert, the official testing agency for ITSM and the ITIL framework. Learn more at PeopleCert’s web site.
  • DASA – Paul is a certifiedDASA Training Partner DevOps Agile Skills Association (DASA) Training Partner since 2015. Learn more at the DASA web site.
  • IT Service Management Forum (itSMF) is a global organization of IT professionals that promote best-practices in IT Service itsmf_logoManagement. Visit the ITSMF USA web site.

Recent Posts

  • New ITIL 4 Self-Paced eLearning Courses Added!
  • New ITIL 4 Self-Paced eLearning Courses Added!
  • ITIL Foundation Ranks as the Most Popular IT Certification
  • New ITIL 4 Intermediate Courses Now Being Offered!
  • A New Operating Framework for Turbulent Times
  • ITIL 4 – The New Operating Model for Turbulent Times

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