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

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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/

Warning: IRS scam going around. Beware…

October 10, 2016

Here is a bulletin from my tax advisor.  Please beware:

Clients and Friends, here is the latest, and it’s ugly. 

There is a new scam involving official looking IRS notices directed to taxpayers, stating that they owe a balance to the IRS.  The amounts are typically of the size that many people would simply pay it rather than arguing the point.

There are two ways to tell if these notices are fraudulent:

  • The instructions direct the taxpayer to make out a check to “I.R.S.” rather than to “United States Treasury;” and
  • The return address is “Austin Processing Center, P.O. Box 15264, Austin, TX 78761-5264,” which does not match the address listed on the IRS website for the Austin Processing Center.

Please contact our firm or your own tax advisor if any unexpected balance due notice arrives from the IRS.

Timothy W. Tuttle
Timothy W. Tuttle, JD, LLM, CPA
Certified Tax Specialist, CA State Bar
31351 Rancho Viejo Road, Suite 103
San Juan Capistrano, CA 92675
949-218-1500
949-218-2525 fax
www.tuttlefirm.com

 

Q4 HDI Service Desk Skills Courses – Enroll Now!

September 20, 2016

As you begin planning and forecasting for 2017, is training and certification part of your plans? It could be something to seriously consider, and here’s why…

In a nutshell, it drives customer satisfaction.

  • 80% of IT professionals say certifications demonstrate competency to clients
  • 84% of IT professionals think certifications improve efficiency of the IT environment
  • 70% of those who took IT training saw gains in on-the-job effectiveness

When your staff is trained, confident, and empowered, the organizational impact spreads far and wide. They’re happy, the customers are happy, and the business can’t deny the value of your support center.

So if continual process improvement is important to your organization, invest in training your team today and you’ll see the results in customer satisfaction tomorrow.

Upcoming HDI Certification Courses:

HDI Support Center Manager
October 24-26
October 30 – November 1
San Diego, CA
Las Vegas, NV
HDI Support Center Analyst
October 27-28
December 1-2
San Diego, CA
Denver, CO
KCS Principles
October 30 – November 1 Las Vegas, NV
HDI Support Center Director
November 30 – December 2 Los Angeles, CA
HDI Desktop Support Technician
October 6-7 Sacramento, CA
HDI Desktop Support Manager
October 30 – November 1 Las Vegas, NV
Full HDI Calendar

We have options! If you have end of year funds you’re looking to use for training, don’t forget HDI also offers courses onsite, in a live virtual environment, and through online self-paced formats.

DevOps Fundamentals to be Added to Course Offerings

September 7, 2016

Just achieved a certification in DevOps Fundamentals, from DevOps Agile Skills Association (DASA). Optimal Connections, LLC will be offering training in DevOps dasa-training-partner-small-logo-jpgFundamentals in the near future, as a certified DASA Training Partner.

For more information on the class and scheduling, check our web site for all the details:  www.optimalconnections.com.

“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:  https://www.brighttalk.com/webcast/8855/205233/better-together-itil-and-the-hdi-support-center-standard

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 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)

Building a Knowledge Management Culture

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

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: 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.