The Evolution of ITIL to a New Operating Model: ITIL 4
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 […]
Author Archives: optimalconnections
What is Your Definition of FCR?
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 – […]
The Official ITIL 4 Foundation Book and App are Available!
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 […]
Research Project “Build a Swarming Pilot Project”
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 […]
How to Classify Performance Issues
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 […]
HDI Announces Paul as Featured Contributor
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 […]
ITIL 4 Foundation Course
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. […]
Tiered Support Explained
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 […]
ITIL is Being Updated! Answers to Your FAQs
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 […]
Optimal Connections, LLC to Provide Training for Hartmann Software Group
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, […]
Optimal Connections, LLC 