Archive for December, 2016

Three Must Know Financial Tools for Effective Decision Making

December 22, 2016

New Support World article now available at HDI:

Using a business-case approach with tools to assess total cost of ownership, cost/benefit analysis, and return on investment will help you minimize risks and costs associated with IT investments.

by Paul Dooley

As IT professionals, we are faced with many challenges in the course of carrying out our responsibilities. Some of these challenges may have to do with making decisions about significant investments in support systems, tools, headcount, or even key process changes. You may need to decide:

  • Should I remain with the status quo or implement a new service management system (SMS)?
  • If I implement a new SMS, which vendor’s system should I choose?
  • Is it worthwhile for us to implement a knowledge management process along with a supporting system?
  • Should I invest in remote access tool A, B, or C?
  • Is it wise for me to consolidate our multiple help desks to a centralized service desk, or should we remain decentralized?

These decisions require careful consideration so that risks and costs can be minimized and benefits can be assured and maximized. In addition, your career and future advancement in the organization may at times hinge on making the right decision that leads to success! Using a business-case approach to decision making and utilizing the right steps and three must-know financial tools can help you identify the right course of action and the right decision.

Read more in the new Support World article at HDI  ==> http://www.thinkhdi.com/library/supportworld/2016/three-must-know-financial-tools-effective-decision-making.aspx

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Top article for 2016: 6 Steps to Bulding a Knowledge Management Culture

December 21, 2016

An article I wrote on “transforming to a knowledge driven culture” was named as one of the top 5 SupportWorld magazine articles for all of 2016.  Check it out and start your organization on the path to improved knowledge management!

Link: http://www.thinkhdi.com/library/supportworld/2016/6-steps-build-knowledge-management-culture.aspx

Enroll in New HDI Certification Training Classes – Jan-Feb 2017!

December 20, 2016

Happy Holidays,

With another year, almost in the books, it’s a perfect time to reflect upon our 2016 successes. Equally important, though, is setting some time aside to prioritize our goals for the New Year.

Thank you for allowing us to help you and your support center grow this past year. I hope you’ll continue to look to HDI as you improve your team’s skills in 2017. We’ve got some great things in store!

So, put another log on the fire, cozy up with an eggnog, and let’s take a look…

2017 HDI Certification Training Calendar
We made the list, checked it twice, and are ready to unveil your complete listing of HDI courses for the coming year! Dozens of job- and skill-based trainings for every tech support pro offered through public classrooms, onsite at your office, and even online.

HDI 2017 Conference & Expo- May 9-12, Washington, D.C.
More networking. More learning. More inspiration. More fun! Join us for the most important tech support event of the year and prepare to become the NEW face of IT. Remember to get your conference pass by 1/20/17 for our absolute best pricing—$200 off and a free one-day pre-conference workshop.

Upcoming courses in your area:

KCS Principles
January 24 – 26, 2017 Denver, CO
HDI Support Center Manager
January 23 – 25, 2017 Los Angeles, CA
HDI Support Center Analyst
January 26 – 27, 2017 Los Angeles, CA
HDI Support Center Manager
February 13 – 15, 2017 Sacramento, CA
HDI Support Center Analyst
February 16 – 17, 2017 Sacramento, CA

I wish you a wonderful holiday season and Happy New Year! I look forward to accomplishing great things together in 2017.

Best,

Paul M. Dooley
Optimal Connections, LLC

New White Paper: What’s Next after ITIL Foundation?

December 3, 2016

So you have just completed ITIL Foundation training, and are all set you think? Ready to move ahead with implementing this amazing framework of IT best-practices? Not so fast – there are a few more things you should consider.

I’ve just completed a White Paper for Global Knowledge entitled “You’ve Completed ITIL Foundation: Now How to Implement it”. For the free download to read more about this, go to https://www.globalknowledge.com/us-en/resources/resource-library/white-papers/you-ve-completed-itil-foundation-now-how-to-implement-it/