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Category Archives: IT best practices

ITIL Foundation Ranks as the Most Popular IT Certification

May 12, 2020by optimalconnections Leave a comment

According to a recent report by Global Knowledge, one of the largest IT training providers world-wide, ITIL Foundation Certification training took 1st place as the most popular IT certification in […]

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Certification, IT best practices, ITIL, ITIL V4

The Differences Between ITIL V3 and 4, and What’s in the New ITIL 4 Modules

October 3, 2019by optimalconnections Leave a comment

What are the main differences between ITIL v3 and ITIL 4? The following text will help you understand in more detail the content changes which have been made from ITIL […]

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IT best practices, IT Training, ITIL V4, Uncategorized

How ITIL 4 Acts as an Overall Operating Framework for Service Providers

August 19, 2019by optimalconnections Leave a comment

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 […]

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

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

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

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

How to Replace an Aging Ticketing System

August 31, 2018by optimalconnections Leave a comment

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 […]

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IT best practices, Ticketing systems

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