Category Archives: Metrics

What is Your Definition of FCR?

April 2, 2019by optimalconnections Leave a comment

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 – […]

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KPIs, Metrics, Ticketing systems

Using Display Boards in a Support Center

August 22, 2018by optimalconnections Leave a comment

Why Use display boards in a Support Center? What types of displays should we have? How ought we to use these, and what benefits might we gain? Display boards are […]

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IT best practices, Metrics, Reporting

Keys to an IT Best-practice Reporting Framework

March 22, 2018by optimalconnections Leave a comment

There is a lot of detail in ITIL 2011 about designing the proper “Measurements Framework”, but without a timely and effective Reporting Framework to sort this data, convert it to […]

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ITIL, Metrics, Reporting

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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