June 9, 2016
Clare Cotrell from AXELOS, and Roy Atkinson, from HDI, report on the success from my two webcasts on “Better Together: ITIL and the HDI Support Center Standard
From Clare Cottrell, AXELOS:
“Thank you again for your work on this. Looks like the event had a great engagement and a 45% conversion rate from registration to live attendance from our end – which is excellent! The event is still available to watch on demand and the link has been sent to all those that did not attend.
Here are my stats from the first event.
- Registrants: 285
- Attendees: 128
- Conversion rate: 45%
- 67 downloads of the HDI whitepaper from the ON24 console.
- 80% said they were likely or very likely to recommend the session to a friend or colleague.
On a side note, we had printed copies of the whitepaper at SITS 16 (Service Desk & IT Support show) in London today and they were very popular and delegates were very interested in the topic.
From Roy Atkinson, and second session, broadcast to the USA:
“We had great success on our session. We also had
- 285 pre-registered (same number!)
- 175 attend live
- A 61.4% conversion rate.
- The session is rated 4.5/5. There have already been ~30 on-demand views.
For those who missed the live events, here is the link to the Brighttalk recorded session: https://www.brighttalk.com/webcast/8855/205233/better-together-itil-and-the-hdi-support-center-standard
June 6, 2016
Reminder: Join AXELOS and HDI for our latest webinar discussing how ITIL and HDI are ‘better together’.
Can ITIL and the HDI Support Center Standard jointly advance you to support centre superiority? AXELOS and HDI recently released a joint white paper which says yes. It also tells you why the two frameworks are better together. You can register to read the full white paper on AXELOS.com.
To complement our white paper, we are presenting a free webinar with its author, HDI Faculty member Paul Dooley, who will present highlights and key points. Join us to learn more about how ITIL and the HDI Support Center Standard can help your support centre rise to meet the challenges of an increasingly global, less platform-centric technology landscape.
Date: Wednesday, 8 June, 2016
Speaker: Paul Dooley
Session 1 (EMEA): 2:00 – 3:00pm (GMT)
Session 2 (US): 1:00 – 2:00pm (Eastern)
May 17, 2016
Knowledge Management is now a full-fledged process in the ITIL framework, a testimony to its vital importance in organizations. Yet many businesses and organizations still struggle with how to capture, store, and share knowledge across the organization.
The result? Rediscovery of knowledge, slower resolution of incidents and recovery of services, faulty decisions, and more costly operations. Why is this, and why is such a valuable process so difficult to implement?
Barriers, that’s why. Most IT service providers are organized around “technology silos”, and these act as natural barriers to capturing and sharing knowledge effectively. There a solution, however. In fact, there are six steps your organization can take to overcome these barriers and realize effective knowledge management.
Read the full SupportWorld article published by HDI: http://www.thinkhdi.com/library/supportworld/2016/6-steps-build-knowledge-management-culture.aspx
March 30, 2016
I gave a presentation at the CA ITSM Virtual Conference today, entitled Transforming to a Knowledge Management Culture. It was very successful, with 119 people attending, and a survey score of 4.2 out of 5.0.
If you happened to miss the presentation. it’s now available for you to view on demand: http://www.ca.com/us/lpg/webcast-series/ca-it-service-management.aspx?commid=192505.
Download the My BrightTALK app to view this content on your iPhone, iPad or Apple TV here. It automatically updates with the latest content from the channels you are subscribed to, so that you can view content whenever and wherever is convenient for you.
March 21, 2016
Upcoming Webcast, March 30, 10:00 AM Pacific Time
When it comes to realizing success in today’s era of service desks, the importance of an effective and fully integrated knowledge management solution cannot be underestimated. Making the transformation to a knowledge-driven organization is non-trivial, and takes time. Although culture does not change overnight there has been a cultural shift in the workplace making IT organizations take a fresh look at their knowledge management strategy. There is no denying that today’s majority workforce of tech-savvy, self-sufficient millennials are now driving broader acceptance of knowledge as king.
So why are IT organizations finding it difficult to overcome these cultural and organizational barriers and implementing a successful knowledge management solution? This presentation will explore six key barriers to transforming to a truly knowledge-based culture, and practical ways you can overcome each.
Live online Mar 30 10:00 am United States – Los Angeles
Paul Dooley, Expert/Certified ITSM Instructor, itSMF, Jim Blayney, Senior Principle Product Marketing Manager, CA Technologies
February 22, 2016
Have you ever considered what the cost to your organization and customer is by not investing in training for your team? In a recent MetricNet survey, 84% of respondents said their opinion of the entire IT department comes from their interaction with the service desk. So as an organization, can your technical support team really afford to not be certified?
According to our most recent Support Center Practices & Salary Report, HDI ranks among the top 5 certifications required for frontline staff. An overwhelming 72% focus on customer service training for their frontline professionals, while 26% cited customer service skills as their primary training focus area.
The skills and knowledge gained through HDI certification and training can improve customer service and service management process resulting in high customer satisfaction. Invest in your team and your customer’s experience by taking advantage of the upcoming classes to your area. Most of our courses are also offered virtually and sell out quickly.
Visit the HDI Course Calendar for a complete list of classes offered throughout North America and please let me know if I can help you identify the right courses for you and your team.
January 29, 2016
Just announced! A new white paper is available on the Axelos web site, discussing how the HDI Standard and ITIL are “better together”. The HDI Standard has been around since 2000, and is a widely accepted global standard for a best-practice “support center”. This paper discusses how the HDI Standard and ITIL are naturally complementary, and can be used as combined guidance to develop a “high performance support center”.
Click this link to read more: https://www.axelos.com/news/itil-and-hdi-support-centre-standard-white-paper
September 17, 2015
Cyber resilience and IT service management (ITSM) are both concerned with how to manage the information that creates value for your organization and your customers.
- Cyber resilience is concerned with managing the risks in protecting the confidentiality, integrity and availability of information that the business needs, whereas
- ITSM is concerned with managing the IT systems and services that store, process and manage that information.
There is a lot of overlap between these two areas, but too many organizations manage them completely separately – with different people, processes, technology and governance. This can foster a silo mentality, resulting in ineffective decision making that fails to manage cyber risks properly.
This White Paper looks at how cyber resilience and ITSM can work better together to help organizations be more effective in managing their IT services, in preventing cyber-attacks, and in detecting and correcting attacks that cannot be prevented.
Download the Axelos white paper on how Cyber resilience and IT Service Management work together
September 1, 2015
We are pleased to announce that Optimal Connections has been accredited by PEOPLECERT as a authorized training provider for the new RESILIA Cyber Security best-practices – in particular, RESILIA Foundation Certification Training.
We are in the process of adding the in-person and online versions of the course to our list of available courses, so watch our Course Schedule for an update this fall!
Courses on RESILIA Cyber Resilience best-practices will include:
- RESILIA Foundation – on-site class
- RESILIA Foundation online training
To learn more about RESILIA Cyber Resilience best-practices, and how they can work to minimize cyber threats in your organization, please point your browser to: https://www.axelos.com/best-practice-solutions/resilia
Paul M. Dooley
Optimal Connections, LLC
August 5, 2015
I am delighted to have been selected to speak on behalf of itSMF USA at the Southern California Technology Conference (SoTEC) on “The Intersection of DevOps and ITIL”.
The presentation is scheduled for Sat, Oct 24th, 2:15-3:15 pm, and will look at what exactly is DevOps, how it relates to ITIL, and how a DevOps approach adds value to an ITIL implementation, and a service management practice in general.
For more info and to register, go to: https://lnkd.in/b-YeDzP