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 […]
Category Archives: IT best practices
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 […]
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 […]
How to Replace an Aging Ticketing System
How to Replace an Aging Ticketing System How to Avoid Problems and Ensure Success! So you are looking to replace your aging ticketing system. I have been the project lead […]
