Category Archives: ITIL V4

Overview of the ITIL 4 Certification Scheme

September 4, 2019by optimalconnections Leave a comment

ITIL 4 Certification Scheme A continuous learning mindset, and interest in knowledge is one of the key characteristics of professionals working in modern digital companies. ITIL 4 provides a modern […]

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Certification, 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

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

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

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

ITIL 4 Foundation

“Thank you Paul, very much appreciated! The class was very helpful at getting the managers in my organization on the same sheet of music with regards to ITIL/ITSM.” Jeff DiGenova, Bonneville Power Administration

HDI Support Center Analyst

“With Mr. Paul’s long experience in different sectors relevant to the course, it was full of practices and examples to show how the material can be reflected in real life. He conducted many exercises within the course to ensure that we’re getting the ultimate value of the course. Very knowledgeable” Support Center Analyst, Los Angeles, July 2018

HDI Support Center Manager

“Paul was very knowledgeable and answered all of our questions. He went through all of the important topics of the course and ensured we understood them before continuing. The activities were great, such as developing ways to improve certain processes; and he made them fun and easy to understand.” Support Center Manager, Los Angeles, July 2018

ITIL Awareness

“Paul Dooley provided an 8-hour ITIL overview training to my division. We were specifically looking for a curriculum that would cover ITIL basics within a one-day format, and Paul delivered. Paul made holding the training easy for us by setting his expectations for classroom clearly, providing class handouts for participants both in soft and hard copy format, and following up after the training with additional materials. His teaching style was rich in detail and balanced with the right amount of participation and questions. Our staff came away with a basic understanding of key ITIL principles, allowing our organization to begin conversations about change with everyone speaking the same language. I highly recommend Paul to any others for ITIL training needs!” Tom Benton, Chief Technology Officer, Sierra College, CA. March 2017

ITIL Foundation

“I just wanted to thank you for taking the time to train us on ITIL concepts. We not only passed the test, but have gained a good understanding of the ITIL framework to apply and use in our department. We are actively working on getting a Service Catalog published so that our users know what we offer and have matching expectations.Hope to learn more from you in the future!”
Aisha Mir, Sr. Systems Administrator at Thales Avionics. ITIL Foundation. May 2015.

“This is the best instructor that I have had in years. He is very knowledgeable. Keep this instructor please.” Elvia Hernandez, Service Desk, Tinker Air Force base. ITIL Foundation, Jan 2018.

ITIL Service Design

"The class went extremely well. Paul is bright, knowledgeable, & competent. Paul kept it lively, never read from the slides (amazing!), provided good context & anecdotes, was able to answer questions very well. I’d eagerly take another course from Paul." Jimmy May, MCM. Microsoft, MSIT Principal Architect, Database. ITIL Service Design. March 2014

ITIL Service Operation

"You are an outstanding instructor, and I really learned a great deal. Thank you so much for the practical examples you provided" Alan Estrada, Desktop Support Manager - Bio-Rad. ITIL Service Operation, April 2013.

HDI Certification Training

“Truly informative course. Grateful and appreciative for the opportunity” – Yaron Weinberg, Cheesecake Factory – Sept 2015

HDI Support Center Manager

“I’m glad we were able to interact with other people from different companies and get some good ideas to successfully structure our work atmosphere.” Julie A. Gutierrez, City of Hope – April 2012

Support Center Assessment

“I was impressed with the cost-effectiveness of the online support center assessment. We were able to identify several areas where we exceeded HDI standards, and some where we need to focus our efforts. Well worth the investment.” Dan Pasquerilla – Manager, Programs Office, Global Learning and Support Services, QAD.

HDI Support Center Certification

“Thank you for your diligence and thoughtfulness in your auditing of our Call Center. We were very pleased with our score and felt the comments made where we did not meet a specific standard were insightful and right on target.” HDI Certified – 2003, 2005, 2007, 2009, 2012. Elizabeth Henson, Intergraph Solutions Center

ITIL Service Strategy

“Thank you Paul for your valuable teaching and for providing supporting documentation and links.” Krishna Kaipenchery, Corporate Incident Manager, Alberta, Canada. ITIL Service Strategy, Dec. 2017.

“I think you for instructing the ITIL SS class this past week. The ITIL education is valuable to me in a way of better understanding our business practices, the decision processes and opportunities for improvement.” Veronica Heans, Shared Servies, Canada, ITIL Service Strategy, Dec. 2017.

“It was a pleasure taking your course. I learned a lot of useful information that I can immediately use for our ITSM initiatives.” Lorena Mora- Martinez, Manager Enterprise Architecture, Information& Technology Services, Chicago Public Schools. ITIL Service Strategy, Dec. 2017.

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Optimal Connections, LLC

Optimal Connections, LLC

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