Archive for the ‘ITIL Best Practices’ Category

ITIL Will Be Updated in 2018!

December 20, 2017

As you are aware, AXELOS has planned and is going forward with an update for ITIL® in 2018. It will ensure that it remains as relevant as ever, while retaining its fundamental strong points. This means that:

• The established core elements of the ITIL Guidance will remain the same
• The practical elements of ITIL’s integration with DevOps, Agile and Lean will be enhanced
• The update will build on ITIL strengths, making it even more responsive, transparent and agile

In order to have the maximum amount of quality feedback from stakeholders, AXELOS has launched the ITIL Global Research Programme. Sign up and join the evolution!

Join the evolution

Stay tuned for these exciting developments!

Evaluating Technical Support Models: Tiered Support vs. Swarming – Part 1

August 7, 2017

I recently had an article published in HDI’s SupportWorld magazine (see below for link). This is a two part article, comparing the traditional “tiered support model”, with a new support model referred to as “swarming” (or Intelligent Swarming, as the Consortium for Service Innovation prefers to call it).

Why should we consider an alternative approach to the traditional Tier 1-2-3 support model?  There are several reasons:

  • The support landscape is becoming increasingly challenging, with customers looking for an increased frequency of functional improvements in applications; demanding increasing levels of quality, with little toleration for downtime; and expecting IT to hold the line on support costs
  • To maintain customer satisfaction and competitive positioning, IT service provider must reevaluate how they deliver service and support, including traditional method and models for delivery
  • Just because a given support model has been in existence for some time, and had been successful, does not mean that it is optimal for today’s business environment, or for all situations

ITIL, the defacto framework world-wide for implementing IT Service Management, includes guidance for a service desk function, along with the concept of tiered escalation support. While this model has its advantages, and is certainly a time tested and successful approach for many organizations, some businesses and organizations – especially those in software and web based businesses – may want to consider “swarming”, or a combination of swarming and tiered support, as an alternative model for effective and efficient handling of customer technical support issues.

In cases where this alternative approach is warranted, resolution times have been drastically reduced, on-going support costs have been slashed, and customer/user satisfaction had been maintained and even boosted.

To learn more, check out Part 1 of this article at:

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  ==>

“Better Together: ITIL and the HDI Standard” Webinars a Big Success!

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:

Webinar June 8: How ITIL and HDI are ‘better together’.

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

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)

Transforming to a Knowledge Management Culture Presentation

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 ofPaul-Dooley 5.0.

If you happened to miss the presentation. it’s now available for you to view on demand:

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.

New White Paper – “Better Together – ITIL and the HDI Standard”

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:


Soon to be Offering RESILIA Foundation Training!

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 RESILIA_Licensed_Affiliate_vsmTraining.

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:

Paul M. Dooley
Optimal Connections, LLC


I’m Presenting on DevOps and ITIL – SoTEC – Oct 24th

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:

The Intersection of DevOps and ITIL – New White Paper

July 13, 2015

New ITIL Training White Paper: “The Intersection of DevOps and ITIL®

Jul 7, 2015: A new White Paper on the topic of DevOps and ITIL has been penned by our Principal Consultant, Trainer and Auditor – Paul M. Dooley…


Change is the order of the day, and if anything, the pace of business and technology change is accelerating. The business and customers are looking to IT service providers to be more responsive, delivering more frequent service changes with higher quality-resulting in services that deliver more value to the business. In order to continue to be relevant and of high value, ITIL must continue to benefit from other complementary best-practices for IT. DevOps, an approach that encourages improved communication, collaboration, and teamwork across development and operations, can have a positive influence in improving ITIL processes across the service life-cycle.

Why All the Buzz about DevOps?

DevOps is more of a philosophy or way of working than it is a formal framework or standard. Nevertheless, the approach deserves merit, as it goes to the core of a tension in most IT organizations–the need to be responsive to business change, while maintaining a stable, highly available IT infrastructure, and delivering quality services that meet the needs of the business. What does DevOps have to do with ITIL®?

Let’s start with ITIL. ITIL is the defacto global framework for delivering and managing technology as a service to the business. As a proven and well-adopted framework of IT best practices, ITIL includes the notion that a service is a means of delivering value to customers by facilitating the “outcomes” they want (achieving business results), without them having to deal with the cost and risk associated with that service. ITIL maintains that customers want outcomes–the result of carrying out the service–and they understand that a service provider is required to provide whatever IT services are necessary to help them achieve those outcomes, through the application of people, processes, and technology. ITIL is vendor neutral (doesn’t require tools specific to a given vendor), not prescriptive (it must be adapted to the organization that wants to practice it), and a proven best practice for IT (it just works).

While DevOps emphasizes collaboration and communication, so does ITIL. In fact, there is no inherent conflict between the DevOPs movement and ITIL-upon examination, it becomes obvious that the two are very complementary. DevOps provides us with “new light” in which we can examine the ITIL framework in several key areas, improving core processes, functions, and principles within ITIL.

DevOps and ITIL-In Conflict or Complementary?

Key Elements of a DevOps Approach:

DevOps is not a product or technology, but rather an emerging “methodology” or way of working between two key groups within an IT service provider organization. DevOps:

– Should be holistic–involving people, process, and technology
– Can be thought of as an “extension” of Agile
– Is about breaking down “barriers” between application development groups within organizations, and their service and support function
– Is about ways to improve collaboration between development and operations team
– Includes the concept of automated testing, as well as CI monitoring

More a philosophy or way of working than it is a formal standard or framework, DevOps is short for Collaboration between Development and Operations. “DevOps” arose as a movement within IT best-practices a few years ago when IT managers began to realize that something needed to be done to close the communications and collaboration gap between development groups and support operations staff, and to speed responsiveness to the business and the delivery of service updates and changes.

With the trend toward mobile devices, the “economy of apps” was born. Work began its transition to a mobile workforce, and applications–which had a larger footprint and used to reside on desktops–began their transformation to smaller, portable “apps.” Office applications began to transition to the “cloud,” and an ever-increasing amount of work began to be done on tablets, smartphones, and laptops. In conjunction with the trend toward mobile work, competition for customers and users continued to grow between enterprises. The balance of eCommerce shifted to mobile devices, and it became imperative for organizations to stay ahead of their competitors–with regular updates to “apps” that could empower their workforce, attract customers, and perhaps amount to a competitive differentiation.

Developer organizations began to feel the pressure to be more response to business demands for functionality improvements in apps. The notion of “Agile” development teams was born, and development groups began to develop and deploy new, updated releases of code on a more frequent basis. Agile, which is a philosophy of how to carry out the development and deployment of apps, is also supported by methodologies such as Scrum. It provides the framework within which development organizations can work more productively to design, code, and ship smaller increments of code more frequently to meet customer demand.

Get the full White Paper at Global Knowledge’s web site: