IT Service Management, Help Desk and Support Center Services

In today’s global, fast paced economy the winners are those that pay attention not only to financial performance, but to their employees and especially their customers.  paul_dooley_ocLeading companies realize that their internal help desks are the “life blood” of their organizations and the “face” or IT to customers. They also realize that quality services delivered by their externally facing support center are vital to maintaining high customer satisfaction, loyalty, and continuing sales.

As Certified Instructors and Auditors, we specialize in providing quality skills and ITIL certification training, consulting, assessment and HDI certification services that will help you boost the performance of your team and your support center!

ITIL Certification Training

Heard about ITIL but not sure what value it can bring to your organization?  Need to ITIL Certification Trainingbuild ITIL awareness within your management team, or with your executives? Or perhaps you have started implementing some ITIL best-practice processes, and need ITIL Foundations training for your core set of practitioners.  Or, perhaps your organization is ready to move ahead with ITIL Intermediate level training, to gain in-depth knowledge and expertise in how to implement the ITIL Best-practice framework!

Whatever your needs, our instructors can deliver the quality training you need.  We are both ITSM Service Manager and ITIL V3 Experts, with years of hands-on service and support experience.  We have taught numerous ITIL V2 classes, and are now delivering ITL Awareness Training, ITIL Executive Awareness. ITIL Foundation, and ITIL Intermediate Level training. See our Course Schedule for upcoming ITIL training classes!  >> Learn more.

DevOps Certification Training

DevOps is the future of IT today! This 3-day course DevOps Fundamentals course provides an introduction to DevOps – the cultural and professional movement that stresses communication, collaboration, integration and, of course, automation in order to improve the flow of work between software developers and IT operations professionals. This course is based on the DevOps Compentecy Framework developed by DASA – the DevOps Agile Skills Association. The course is designed to provide you with the background knowledge you need to build your DevOps vocabulary and to understand the principles and practices of DevOps.  >> Learn more.

HDI Certification Training

Support professionals today realize that delivering excellence in service and support requires a lot more than just technical knowledge and skill.  Once can even resolve a HDI Certification Trainingtechnical issue and still leave a customer unsatisfied!  The solution?  Learn to manage the customer situation first through effective customer service ‘soft skills’; then solve the technical issue together.
HDI, the world’s largest membership organization of service and support professionals, sets the standards when it comes to customer service skills.  And Optimal Connections offers HDI certified training at four levels:

  • Customer Service Representative (CSR)
  • Support Center Analyst (SCA)
  • Support Center Team Lead (SCTL)
  • Support Center Manager (SCM)

Put your support center out in front.  Get certified.  Get results.  >> Learn more.

Targeted Half-day IT Skills-Building Workshops

Pressed for time but still need to train your support staff?  Looking for skills-building courses focused IT help desk trainingon specific, targeted areas you need specific help with?  We have just what you are looking for!  Targeted 1/2 day training workshops designed to meet your needs in specific areas – from effective communications, to building effective teams, and more.  The  new 1/2 day workshops now available include:

  • Effective Communications
  • Building Effective Teams
  • Effective Conflict Resolution
  • Keys to Effective Stress Management

Courses can be delivered on-site, or at our training location.  >> Learn More.

Online, Self-Paced IT Best-Practice Training

Optimal Connections is proud to offer online, self-paced IT best-practice training courses through our Online IT Trainingonline web portal partner, ITpreneurs. Learn at your own pace, right from your desk, any time of day or night!  Content is provided by ITpreneurs, our partner, and is among the best in the industry!  Plus, we are there to support you every step of the way, to make sure your online learning experience is the best it can be!

Courses currently offered round-the-clock include the following:

  • ITIL Awareness training
  • ITIL Foundation Certification training!

We are also looking to add more online training courses in the future, so please check back with us if we don’t have what you are looking for at present. For more information please view our Online Learning page.

IT Service Desk or Support Center Assessments

Are there opportunities to improve your help desk or support center? Are key enabling IT Support Center Assessmentfactors such as leadership, policy & strategy, people management, process and resources on track – enabling you to maximize productivity and minimize cost?  Are you in position to go for HDI’s Support Center Certification standards?

Our Support Center Assessment is a cost-effective way to identify opportunities for improvement, pinpoint areas of strength, and get a road-map to higher levels of support center maturity. >> Learn more.

HDI Support Center Certification

Interested in moving your support center to new levels of industry best practices?
CB004977Thought about how streamlining operations could reduce costs, improve responsiveness and increase customer satisfaction? Then consider Optimal Connections, a Certified Auditor for the Help Desk Institute’s Support Center Certification program.

HDI Support Center Certification provides a professional review and assessment of your internal/external support operation, in accordance with customer criteria and world class HDI standards. In examining support policies and procedures, systems, tools and personnel, we uncover opportunities for improvement that lead to reduced costs, improved efficiency, and increased customer satisfaction and retention. >> Learn more.

Help Desk and Support Center Consulting

Are there opportunities to increase efficiency, effectiveness, and service quality of your ITSM Consultinghelp desk or support center, while reducing costs and increasing revenue?   Our support center consulting services will help you increase productivity, drive revenue and reduce costs through improved technology, tools and processes in your support center.

Whether you are deploying a new help desk or support center, assessing opportunities for improvement in your existing center, or working to communicate the value of your support operation to management and to customers, Optimal Connections has the experience and expertise to deliver! >> Learn more.

Want to learn more about our services, or looking to get a special quote to best meet your unique needs?  Just call +1 949-305-3544, or email us at