Read my new article about how ITIL 4 acts as an overall operating framework for an IT service provider. The article also highlights how Agile, DevOps, and Lean, together with […]
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 […]
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 […]
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 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. […]
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 […]
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 […]
