slide 3Issue 2.1, July 2011 Need for Accreditation Feed back from Mitel staff working closely with channels –Technical Account Managers –Service & Engineering Managers –Engineers Commercial Existing arrangements not ‘fit for purpose’ –I&Ms with limited testing of competency –Competency (on-the-job) –premierPARTNER - 10 Product Certifications –selectPARTNER - 5 Product Certifications Our competitors already have a accreditation programs –Avaya, Cisco etc
slide 5Issue 2.1, July 2011 Accreditation Levels - Definitions Mitel Certified Expert (MCE) –Technical expert on a particular product undertaking a senior technical support role and typically involved in highly complex installations and/or proof of concepts and/or performing the role of problem or fault/incident manager (including major incidents) in partnership with Mitel Product Support. Will also manage faults/incidents where a Design Problem Activity Request (DPAR) or Design Change Requests (DCR) is raised. Assist MCS Engineers in the development and delivery of technical workshops. Mitel Certified Specialist (MCS) –Technical specialist on a particular product(s) and will typically conduct complex, networked installations and pre- sales support activities. Will also perform complex software upgrades and be a recognised Technical Prime and therefore be actively involved in major incidents. In either a field or remote role, will resolve & manage escalated faults/incidents and typically follow actions plans under advice from a MCE Engineer (or Mitel Product Support). Escalate to MCE Engineer leading to the raising & managing of both Design Problem Activity Request (DPAR) and Design Change Requests (DCRs). Work with MCE Engineer to develop & deliver technical workshops along with the assessment & coaching of engineers. Mitel Certified Professional (MCP) –Technically competent on a particular product and typically conducts routine standalone & networked installations in addition to software upgrades & MAC. In either a field or remote role, will resolve day-to-day faults/incidents and typically follow actions plans under advice from a MCS Engineer. Once MCP accredited, coach and assess engineers including those working towards MCP accreditation. Mitel Certified Associate (MCA) –Technically new to a particular product and has achieved Mitel Certification by either a leader-led or self-study course. Will have foundation knowledge and experience and likely to work with supervision from an MCP and aiming to achieve MCP competency.
slide 7Issue 2.1, July 2011 Objectives of the Program To be an integral part of Mitel authorizedPARTNER Program To promote engineer competency through recognised accreditation –Improved engineer skills and knowledge (defined standards) –Improved installation & maintenance capability (diagnostics & upgrades) –Defined career pathways –Reflect & consider the diversity of over 400 Mitel channel partners in EMEA region (small, medium & large). –Performance management –Drive continuous development & learning –Support Management can identify performance areas and easily formulate improvement plans (engineer capability) –Recruitment & retention of engineers –Recognition of technical expertise Support channel new business opportunities –Responses to RFPs - demonstrate engineer capability (differentiation)
slide 8Issue 2.1, July 2011 Accreditation - Design Considerations Engineering Accreditation aligned to Mitel authorizedPARTNER Program –Region 1 (UK & Holland) Contents of the Program (3 elements) –1) Existing I&Ms (self-study and leader-led) –Robust exams/tests –2) Competency standards by product –3) Workshops with online tests Content influenced by Competency Development Teams consisting of:- –Mitel Trainer Prime –Mitel Technical Accounts Managers –Mitel Pre Sales & Technical Consultants –Mitel Field 1st & 2nd Line –CMC 2nd & 3rd Line –Mitel Channels
slide 9Issue 2.1, July 2011 Accreditation - Design Considerations Competency Specialisms –1. Communications –2. Mobile –3. Unified Communications & Collaboration –4. Contact Centre –5. Virtual –6. Managed Service –Pre Sales (*) NOT to be confused with the Mitel Technical Accreditation Program (TAP which is NA based)
slide 10Issue 2.1, July 2011 Accreditation - Design Considerations Based on existing leader-led & self-study courses + new workshops at Specialist level –Integration based on how Mitel products interact with other products e.g Microsoft Windows & Exchange on UC products or Advanced LAN/WAN No appreciable increase in costs to channels (price of additional workshops attractive to channels) Requires engineers to assess against technical competencies with accompanying Personal Development Plan (PDP) –Competencies will focus on out-puts “What the engineer can do” (underpinning knowledge or clarifying questions included) –Requires channels to ‘verify’ engineer competency & ‘approve’ competency levels for certification More robust testing Designed for use in Remedy when raising tickets with Product Support Narrative to describe each Accreditation Map
slide 11Issue 2.1, July 2011 Accreditation - Design Considerations Easier for engineers to find information –Road Maps to include narrative description of the accreditation Specialism –Registration for Certification Programs via Saba - same as Sales Professional –Documents via MOL/Training: - –MEAS Policy –FAQ –Competency Assessment Guide –Power-point presentation of MEAS Saba to have everything associated with an Competency Specialism linked together e.g MCA Communications (SEE NEXT SLIDE). Until further notice, ‘policing’ this will be by existing processes Other Mitel courses to consider in new workshops at MCP & MCS levels –Windows & Exchange for Mitel Applications –Advanced LAN/WAN & Networking
slide 12Issue 2.1, July 2011
slide 13Issue 2.1, July 2011 Accreditation - Time-scales Time-scales (subject to confirmation) – June 2011 (initial communication) – June 2011 (MOL updated - replace “Product Learning Maps” – Channels given ‘reasonable’ time to meet accreditation standards
slide 14Issue 2.1, July 2011 Accreditation Road Map – Communications MCD for 3300 & Enterprise Manager Leader-led MCD for 3300 Basic Course Mitel Certified Expert (MCE) Mitel Certified Specialist (MCS) Mitel Certified Professional (MCP) Mitel Certified Associate (MCA) Certification Accreditation Interview Leader-led MCD for 3300 Advanced Course Optional Leader-led Enterprise Manager Course Prerequisites LAN/WAN Technologies Test (Networking 4 VoiP Self-Study) ICP Primer Self-Study Enterprise Manager Exam Workshop Exams (One per workshop) MCD for 3300 Practical Exam MCD System Engineering Tool Workshop MCD Competency Assessment Passed Complete any 2 workshops: Security ACD Programming & ACD Resiliency Advanced Diagnostics & Troubleshooting SX2000 Migration Please refer to SABA for full list of workshops available Enterprise or MCD Competency Assessment Passed MCD Competency Assessment Passed MCD for 3300 Exam Prerequisite MCS Communications MCD Prerequisite MCP Communications MCD Prerequisite MCA Communications MCD Enterprise Competency Assessment Passed Enterprise Manager Exam Enterprise Manager Practical Exam Enterprise Competency Assessment Passed MCD for 3300 Exam Prerequisite MCA Communications MCD + Enterprise Manager Course
slide 16Issue 2.1, July 2011 Accreditation- Development Phases Mitel Certified Expert (MCE) Mitel Certified Specialist (MCS) Mitel Certified Professional (MCP) Mitel Certified Associate (MCA) Certification Phase 1 Competencies in excel on MOL & ed to Mitel & stored on a database. Valid for 3-years. Subject to engineer completing technical updates. TAMs etc & channel to monitor. Workshops leader-led with robust test & retake procedure in-place. Certification Program via SABA Phase 2 Competency assessment process via web (MOL) & linked to MOL a/c. Valid for 3-years & with alert 6-months before expiry date Subject to engineer completing technical updates with alert if update not completed within 4-months of GA ( alert when new technical update available) Workshops self-study with online test Review I&M testing Trainer accreditation scheme Phase 3 Competency assessment process via web (MOL) & linked to MOL a/c. Test via Prometric Test Centre Online Performance Management Process in MOL/SABA Workshops self-study with test. Test via Prometric Centre
slide 17Issue 2.1, July 2011 Summary Significant effort by EMEA Training Team - input from channels Moving from development to implementation phase –Templates being finalised for road maps & competencies –MOL pages being developed –Saba reporting We’re on version 1 of everything so continuous updating and improving particularly in first 3-months (work-load on admin). –Mitel strategic review will shape the program Inputs from channel key to development of the program going forward Steering Group will influence content Investment in technology essential to ‘manage’ the program and make easier for end-users Channel Support - everyone part of communicating this program –I’ll be available to present at channel meetings/events
Thank you Paul Croft Product Training Manager EMEA The information conveyed in this presentation, including oral comments and written materials, is confidential and proprietary to Mitel® and is intended solely for Mitel employees and members of Mitel’s reseller channel. If you are not a Mitel employee or a Mitel authorizedPARTNER, you are not the intended recipient of this information and are not invited to the conference, and cannot participate in or listen to and/or view the presentation. Please delete or return any related material. Mitel will enforce its rights to protect its confidential and proprietary information, and failure to comply with the foregoing may result in legal action against you or your company.