Global Knowledge provides solutions to a variety of training needs, from the standard to the most complex custom solution. There have been many instances where Global Knowledge was the only solution for a customer who needed a large, complex training program implemented with both speed and quality. This section describes some of the stories behind the solutions that we've provided companies around the world.

Network Security Company

Worldwide Training for a Network Security Company
Profile: Network Security Company (NSC)


A network security company is a global leader in intrusion prevention and security risk management. They deliver network security solutions and services around the world.

Situation: Training and Maintaining Technical Certifications for a Global Technical Support Team

NSC provides customers with access to highly skilled IT security support professionals 24 hours a day, seven days a week, 365 days a year. The company is dedicated to helping customers avoid downtime related to technical support problems, and therefore recognizes the importance of keeping its technical support professionals trained and certified.

Unfortunately, keeping up with training and certifications for such a large technical workforce is a job that requires comprehensive project management and significant dedicated resources. NSC's IT support professionals are dispersed throughout the world, making it difficult to coordinate training.

In Fall 2004, NSC decided to outsource the management of its technical training and certification for the organization's IT support professionals. NSC issued a request for proposal to several trusted training organizations. But when Global Knowledge came to the table with a unique recommendation to implement a blended, global training program, NSC knew it had found the right training provider.

Solution: Blended Learning with a Single, Global Training Partner

In less than 30 days, Global Knowledge was providing NCS with training throughout the world for its technical support professionals. As NSC identified technical support training and certification needs, Global Knowledge's project manager would identify the appropriate courses, time, location, delivery method, and availability for the students. Course registration and certification test vouchers were also handled by the project manager.

The program allows NCS to utilize Global Knowledge's Learning Management System (LMS) for self-paced e-learning materials. This provides NCS's professionals from all over the world with access to online course materials and labs-24 hours a day, seven days a week. The course materials prepare students for a wide variety of Microsoft, Cisco, and CompTia Security certification exams, including MCDST, MCSA, MCSE, CCNA, CCNP, CCSP, CCIE and CISSP. Global Knowledge manages the purchasing, distribution, and reporting of test vouchers, and follows up with students upon completion of course materials to ensure that certification tests are taken in a timely manner.

Before working with Global Knowledge, NCS used only self-paced e-learning for technical support training. Based on students' individual certification needs, Global Knowledge can provide this delivery method as well as instructor-led training courses throughout the world. In areas where Global Knowledge doesn't have the resources in place to offer specific training courses, expert partners deploy Global Knowledge's instructor-led course offerings.

Results: Expert Management of Global Training Program Proves Easy and Efficient

Six months into the 30-month contract agreement, Global Knowledge's comprehensive training program and management has proved to be a success. Not only are NCS's professionals better able to respond to their customers' needs, the complete outsourcing of technical support training management enables NCS's training manager to focus on other internal training opportunities and eliminates the need for additional full-time employees. The management of certification vouchers and the follow-up process by Global Knowledge keeps NCS from losing money on wasted or lost vouchers.

Profile: Elite Military Team

Following years of military escalation in the Middle East, concern mounted in Washington, D.C. as to the readiness of the US military's ability to adequately respond to military threats. In response to such concern, an Elite Military Team was activated in 1987. Responsibilities include defense, unconventional warfare, reconnaissance, direct action, and counterterrorism.

Situation: Deploy Advanced Networking Systems in the Battlefield

"Ropes Away!" These are the final words shouted from a Black Hawk helicopter before members of the Elite Military Team set down in remote battlefields. Just before the final soldier disembarks the helicopter, he throws a TACLAN (tactical local area network) to the ground. The TACLAN contains critical battlefield information, enabling soldiers to retrieve up-to-the-minute information on the status of the battles and their mission-critical commands. The information is transmitted to the TACLAN through a satellite dish, supported in the box by a cluster of servers, routers, switches, and firewalls.

Long before the Elite Military Team deployed such an advanced communications system, it recognized the need for its forces to not only become experts in combat, but also experts in technology as well. While technology represents a critical component to the Elite Military Team's operations, efficiently instructing its forces on its deployment without weakening its military training regimens was a challenge. It was critical that their people be trained to be proficient in setting up and maintaining the TACLAN equipment so they could quickly deploy the TACLANs in the battlefield when time is of the essence and people's lives are at stake.

Solution: Targeted Program of Instruction

Global Knowledge had worked with the client in the past and through its past performance, the client knew that Global Knowledge offered scalable, flexible, and quality training. Having the full capability to provide mission-critical skills training, Global Knowledge worked with the client to develop a targeted TACLAN Program of Instruction (POI) to efficiently train the personnel assigned to the TACLAN suites. The POI included new equipment training (provided by the TACLAN vendor) as well as Commercial Off-The-Shelf (COTS) training that was provided by Global Knowledge.

The Global Knowledge training program included not only award-winning content and classroom offerings, but also expert instructors who brought real-world experience to the classroom. Working with the Elite Military Team, Global Knowledge designed a program that focused on the intricacies of the Microsoft operating system and server platform, the Cisco Systems networking platform, LAN/WAN configuration, and network security. The customized track was primarily delivered through intensive training programs that enabled the Special Forces to quickly build the requisite skills for deploying the TACLANs without disrupting its standard military operations. Global Knowledge combined the intense, targeted training program with its hands-on live labs, which reflect real-world network environments, including access to actual routers, switches, firewalls, and protocol analyzers.

Results: Net-Centric Operations in the Battlefield

The program began in 2002 and continues to evolve today. More than 400 systems administrators have attended Global Knowledge's Elite Military Team TACLAN training program. The program continues to provide the soldiers with mission-critical skills that enable them to successfully deploy the TACLANs in the battlefield, improve communications and collaboration, enhance their speed of command, and bolster their ability to provide the highest level of security to the troops in the battlefield. Global Knowledge is continuously working with the client to add additional training to the program to meet the demands of ever evolving technologies. For example, a new operating system, VMware, fiber optics, and Radio over IP classes have been added. A Global Knowledge Program Manager works with the client via an integrated Learning Management System to ensure that TACLAN eligible students attend courses and acts as an interface for having new courses added to the program.

Background

Since the release of the Department of Defense's directive, DoD Directive 8570.1, and its accompanying guidance manual, DoD 8570.01-M Information Assurance Workforce Improvement Program, uniformed military, DoD personnel, civilian contractors, and foreign nationals with privileged access to a DoD Information System (IS) have been maneuvering to become trained and certified in one of 13 commercial Information Assurance (IA) credentials called out in the directive.

This directive is part of a new National Strategy to Secure Cyberspace. It requires that all IA Technical (IAT) and IA Management (IAM) personnel must be fully trained and certified to baseline requirements to perform their IA duties. Failure to meet the certification provisions could expose individuals to loss of position and the agencies they serve to possible loss of funding by the U.S. Congress.

Challenge

In support of its ongoing efforts to train and certify shore and fleet based sailors holding IAT billets, and to meet the job role requirements identified in the 8570.1 directive, the United States Navy needed high-quality IA certification training that was scalable, reasonably priced, and would yield successful pass rates on IA exams.

Global Knowledge was selected as the training partner to deliver the Navy and civilian contractor Security+ training. It was chosen based on its ability to deliver a tailored, comprehensive 8570.1 workforce compliancy solution that provided the training and tools needed to help students pass the Security+ certification exam.

Global Knowledge understands that adults learn technical subjects best when they can leverage a full complement of learning styles that include visual, auditory, and tactile components. The company's experience in training more than 10,000 government personnel each year has helped it realize that successful data transfer occurs when more than one learning modality is employed.

Solution

In June 2007, Global Knowledge delivered a Security+ certification training solution. A Navy information management, information technology, and information resources management official sponsored the solution.

While Global Knowledge offers an end to-end 8570 Certification Continuum, they tailored its solution for the client and delivered only the components needed to complement the customer's existing training assets.

(For a chart detailing a typical Global Knowledge 8570.1 compliancy solution, please see Appendix 1.)

Global Knowledge's solution accommodated up to 50 personnel in a seminar-styled classroom and included the Certification Preparation/Program Management and Post Training/Testing components that were comprised of the following:

* Course registration and logistics services via a customized Web portal, ActiveForce

* CompTIA Security+ pre-assessment diagnostic testing

* Expert live, instructor-led training delivery

* Take-home materials and homework assignments

* 24 X 7 live, online proactive mentor services

* Test-prep software, including practice exams in certification mode

* Post-course testing for students desiring to take the CompTIA Security+ exam following the class

* Test vouchers and testing

* Ongoing 24 X 7 study and coaching facilitation, until the actual testdate, for students desiring to test after spending more time preparing for the exam

This Security+ training event included three full days of lecture-based instruction that was followed by a full day of intensive test preparation. To facilitate homework and test preparation, each student was assigned a mentor, who maintained a current Security+ certification. Because the mentor holds this credential, he or she could set expectations for pre-requisite skills, training content, and testing.

Results

The compliancy solution was a success and included the following positive results:

* 100% percent of the students who began the class completed the entire regimen

* 100% percent of the respondents reported they would recommend the class to others

* The instructor received a perfect student satisfaction score of 5 on a 5-point scale

* Student's overall satisfaction with the course was a score of 4.65 on a 5-point scale

What Students Had To Say

Students were impressed with the course provided. Several quotes included:

"The instructor was excellent. He was very knowledgeable and able to keep everyone involved. I appreciate the support and assistance and his professionalism!"

- IT Specialist

"I would recommend this class to anyone who has done some studying on their own and needs to get a great review in before the big exam."

- Government Civilian

Appendix 1. Global Knowledge 8570.1 Compliancy Solution.

An e-mail and web security company (EWSC) is a leading provider of e-mail security, web security, and security management appliances protecting customers of all sizes from Internet threats.

Sabre Airline Solutions helps airlines better market, sell, serve and operate-from planning through execution-by providing the airline industry with products and services, reservations and departure control, and consulting services.

Global Knowledge provides solutions to a variety of training needs, from the standard to the most complex custom solution. There have been many instances where Global Knowledge was the only solution for a customer who needed a large, complex training program implemented with both speed and quality. This section describes some of the stories behind the solutions that we've provided companies around the world.

A Training Investment with Strategic Rewards

How Shared Technologies Inc. and Global Knowledge Teamed to Motivate, Train, and Keep the Right Employees
Changing Corporate Climate


The last few years have been tough for telecom equipment providers. That's old news. Yet some of these providers are now leading the pack because of innovative business solutions that were never tried before. And some, like Shared Technologies, have found that when they focus on their employees, they can benefit at a very strategic level.

Like many other companies, Shared Technologies, a leading provider of installation and maintenance services for telecom customer premise equipment, had been through years of turmoil, layoffs, and cultural changes. It was taking years to overcome the catastrophic drop in the industry. Multiple acquisitions and drastic corporate changes had affected morale, resulting in an uncertain corporate climate and a perception of job insecurity. As a result, employee loyalty was low, and turnover rates were high. Shared Technologies found itself investing significant resources in training programs for its service technicians who, once trained, would leave to work for a competitor.

"We were becoming part of a vicious cycle," explained Tony Parella, CEO of Shared Technologies. "As a company in a highly technical field that is dedicated to our employees, we knew that training and workforce development are critical to our success and the success of our customers. However, we didn't want to continue paying to train and certify service technicians only to lose them to a competitor in a high-turnover environment. It was a revolving door. It was time to make a strategic investment in our people, sharpening our focus and devoting resources to develop a new program to motivate and retain our people, thereby establishing a competitive advantage in the market."

Having traditionally enjoyed high levels of success and customer satisfaction, Shared Technologies had more than just a reputation to uphold. The company needed to preserve its signature model in the industry. The company's future success was largely tied to the performance and loyalty of its field technical force. The company's leadership wanted to reassure its technicians that their careers were safe and that their contribution to the business was vital.

To that end, Shared Technologies' senior leadership recognized that the business should focus on improving several areas, including workforce development and training and, more importantly, employee retention and loyalty, because Shared Technologies is in the service business. "We don't manufacture anything - our business is based on service, and technology never stands still," explained Parella. "For that reason, we can never take our eyes off the customer. What sets us apart are technicians armed with the latest technical expertise, and keeping these technicians motivated is critical to the success of our business."

While the management team recognized that a comprehensive and strategic training program could address all of these goals, they were uncertain where to start.

Selecting a Partner

Shared Technologies is a supplier of Nortel Networks' equipment. In fact, as a member of Nortel's Elite Advantage Partner program, Shared Technologies is recognized as one of their premier distribution channels. These Elite Partners are carefully monitored by Nortel for maintaining a high level of certified technicians who ultimately can deliver a high degree of customer satisfaction.

Shared Technologies sought advice from their associates at Nortel. Recognizing the importance of training and certification, Nortel immediately turned to Global Knowledge. As a Premier Training Partner for Nortel since 2000, Global Knowledge develops and delivers all Nortel classroom and e-Learning training in North America.

Nortel quickly arranged the initial brainstorming session, in which Shared Technologies executives expressed interest in developing an incentive program to motivate employees but recognized that they didn't have the expertise, training infrastructure, or internal resources to deploy such a comprehensive program. The three companies spent the next few months working through the strategy and logistics required to develop and implement a comprehensive training program specifically customized for Shared Technologies' objectives.

SURROUND the Business Challenge

Global Knowledge knew they had to become immersed in Shared Technologies' business and culture to develop the best training strategy to meet the needs of the company's highly technical, widely distributed workforce. Clearly, the best place to start was with the target audience - the service technicians.

Global Knowledge conducted an exhaustive analysis of the training histories of Shared Technologies' more than 300 service technicians, then SURROUNDED themselves with these histories and the recommended training tracks for Nortel certification. By doing this, they were able to determine which technicians were best prepared for any of Nortel's 60 certification exams and what additional training would be required at an individual level. In addition, Shared Technologies solicited insight from their employees. The need for more training was verified, as well as the need for Shared Technologies executives to be actively involved in ensuring that employees were prepared to stay abreast of new products and technologies in the rapidly changing telecom industry.

ORIGINATE - Technical Advancement Program


With all of the data assembled, Shared Technologies and Global Knowledge moved quickly to the ORIGINATE phase to customize a tailored Technical Advancement Program (TAP) to motivate and train employees. This comprehensive program provided employee incentives for attending training courses and earning new certifications to strengthen their knowledge base and enhance their ability to improve the customer experience.

Under the TAP program, each service technician began with a skills assessment review, enabling Global Knowledge and Shared Technologies to develop a customized training curriculum tailored to meet the professional needs of each individual. Each employee was then selected for specific certification paths and provided with a blended learning track to prepare them for the training as efficiently as possible.

Upon the completion of a new certification, each service technician received 25 percent of a two-phase bonus payment. On the one-year anniversary of their certification completion, each technician would be paid the remaining 75 percent.

Delivery for a Distributed Workforce

With field technicians operating out of 34 regional offices, Shared Technologies needed a flexible delivery strategy that would enable technicians to take training courses at their convenience. Global Knowledge proposed an innovative, blended learning solution that offered classroom and e-Learning courses. Multiple courses were made available as web-based training, and Shared Technologies employees accessed the courses by going to a custom-developed Shared Technologies web portal. Each student pre-registered and received an email alerting them to the courses they should take and a timeframe for participation. Once a student completed the training, they were offered an end-of-course assessment test. After students passed a Nortel certification exam, they could then progress to second-level training with a fresh batch of courses and a new timeline.

Shared Technologies' web portal was complemented with additional services, such as eMentor, which allowed technicians to send questions directly to an instructor; surveys to assess student satisfaction with the courses; and an online reporting tool for Shared Technologies administrators to show which students were accessing courseware, dates of access, and pass/fail rates.

Other courses taught in the classroom were hosted at the Global Knowledge Training Center in Dallas, Texas. These hands-on training courses allowed all students to install and configure live equipment. Participation was limited to employees only from Shared Technologies, and they generated a good deal of camaraderie. In addition, Global Knowledge negotiated special lodging rates for Shared Technologies, with a hosted reception for the employees the night before their classes started. Shared Technologies executives attended the reception to reinforce their commitment in making TAP a success.

Ready, Set, LAUNCH

The best training programs can't succeed without employee buy-in. To generate awareness and excitement for TAP, Global Knowledge, Nortel, and Shared Technologies hit the road in October 2004. For five straight weeks, representatives from all three companies visited every office to LAUNCH the program.

"The partnership approach we took with Global Knowledge was well received by the technicians," explained David Fritsche, Director of Internal Development at Shared Technologies. "Having Global Knowledge experts at the launch meetings for questions and feedback helped to alleviate any concerns and assured we were all working together to improve their careers."

Shared Technologies senior leaders introduced the program and reiterated their commitment to service technician education and training. Global Knowledge discussed the training curriculum and walked technicians through web portal access. Service technicians were engaged and enthusiastic about the program, and they were relieved to see that Shared Technologies was investing in their career advancement.

VALIDATE and Measure

Just six months after implementation, Shared Technologies was quickly assured of the TAP program's success. Nortel's Elite Advantage 2004 Customer Satisfaction Survey (Advantage CSAT) reported stellar results for Shared Technologies. This success highlighted the expertise and competence demonstrated by Shared Technologies' service technicians. In nearly every category of the Nortel-sponsored survey, Shared Technologies improved scores from 2003. Additionally, in almost every category, Shared Technologies scored significantly higher than the Elite Partner average scores. Specific category scores showed great improvement year over year in the following categories: Availability of Trained Personnel; Overall Installation Experience; Technical Competence of Representatives; and Overall Technical Support and Repair. Tony Parella attributes these improvements to TAP and working with Global Knowledge.

"The astounding results of our customer satisfaction survey reaffirmed the benefits of working with Global Knowledge. If you want to run a world-class service organization, you have to invest in training," concluded Parella. "Global Knowledge brought the resources and expertise we needed to get the Technical Advancement Program up and running, and as a result, our business continues to grow and prosper exponentially."

Global Knowledge and Shared Technologies developed and implemented the TAP program in less than three months. After the first six months, Shared Technologies' Technical Advancement Program resulted in more than 57 Nortel certifications with an additional 195 technician enrollments in online courses.

Field technician retention has also improved. "In the eight months since the TAP program rolled out, our employee turnover rate is now less than one half of one percent, which is unheard of in the service business," explained Parella.

Additionally, the TAP implementation resulted in significant cost savings for Shared Technologies. Shared Technologies estimates that the unique web-based approach designed by Global Knowledge allows them to save at least $1,200 per employee per week of training by eliminating travel and expenses associated with classroom training.

Before implementing TAP, Shared Technologies' certification pass/fail ratio was estimated at 10:90. Fritsche now estimates their ratio is nearly the inverse at 80:20, with 80 percent of students passing and only 20 percent failing.

Even with such impressive metrics, Shared Technologies is not resting on its laurels. Their TAP program coordinator, Lynn Thorpe, continuously monitors which students are taking their required courses and coaches them along with reminders. Once a course has been completed, the employees get a note about the next course on their schedule. After students have achieved a level one certification, the students are set up with the next level of courses, depending on their unique training paths. Overall, there are seven groups of courses that students can take, encompassing 22 online courses and 70 classroom courses.

The structured course rollout is one of the keys to the program's success. According to Melissa Killebrew, Business Development Manager at Global Knowledge, "By introducing the courses to the students in a digestible curriculum, it was not overwhelming. Often, we see companies provide a wide curriculum to students, but there is not enough follow-up or communication and students become weighed down by too many choices."

EVOLVE

After a successful LAUNCH, Shared Technologies continues to work with Global Knowledge to evaluate and assess the successes and challenges associated with the Technical Advancement Program. Global Knowledge works with Shared Technologies to shape the TAP program to deliver the best and most up-to-date courseware for Shared Technologies' telecom professionals, and to modify offerings and delivery methods as requested by Shared Technologies.

"Evolving the TAP program is an ongoing process," explained Fritsche. "As our service technicians continue to progress through their customized curricula, we continue to work with Global Knowledge to shape and mold the program to meet their changing needs. Global Knowledge has proven time and again their ability to make recommendations and shift strategies to continue improving this program that has become critical to the success of our business," Fritsche concluded.

"Meeting with the service technicians on a personal level allowed Global Knowledge to hear firsthand about the challenges we were dealing with," adds Fritsche. "Global Knowledge took that insight and applied it to help us develop a truly unique training program. We really couldn't have done it without their expertise."

The program is working well to improve workforce performance, employee retention and loyalty, and customer satisfaction. By using the SOLVE methodology, the key points of the program were built in from the start - buy-in from the technicians, active involvement from Shared Technologies executives, continuous monitoring of activity with messaging to technicians, a phased-in course implementation, and structured motivational rewards.

Global Knowledge provides solutions to a variety of training needs, from the standard to the most complex custom solution. There have been many instances where Global Knowledge was the only solution for a customer who needed a large, complex training program implemented with both speed and quality. This section describes some of the stories behind the solutions that we've provided companies around the world.

The Innovative Communications Alliance

Profile: An International Consulting Firm (ICF)

As one of the world's largest and most well respected international consulting, technology services, and outsourcing firms, ICF has helped countless clients become successful companies throughout a variety of industries.

Challange: Achieve the Cisco Multinational Certification in the European Theatre within Nine Months

In October 2009, ICF wanted to increase their Cisco technologies service capabilities. They were already helping their clients determine which Cisco technologies would help them improved their businesses. Now ICF also wanted to help clients implement those technologies effectively and efficiently.

ICF realized that obtaining the Cisco Multinational Certification would help them get the training they needed and validate to clients their consultants' Cisco-technology skills. The Cisco Multinational Certification recognizes partners for their ability to deliver business solutions built upon Cisco's technologies throughout multiple countries in a specific geographical theatre.

ICF approached Cisco and asked them for sponsorship toward achieving a new certification status in the European theatre. Partners wanting Multinational Certification are required to achieve two Gold and two Silver certifications within Europe to become multinational throughout the theatre. ICF planned to earn certifications in France, United Kingdom, Spain, and Italy. Cisco would then assign ICF to a fast-track program, giving them a nine-month window to achieve their certification goal. Cisco provided a timeline with identified milestones to help ICF stay on-track and reach their certification goal within this short time period.

Despite the fast-track program's assistance, ICF still needed to team with a learning provider to help them meet their goal.

Solution: Global Knowledge's Fit4Business Channel Partner Enablement Program

The Cisco Account Manager responsible for the ICF partnership recommended Global Knowledge as the learning provider. This recommendation was based upon Cisco's long-standing, learning partnership with Global Knowledge and the success and endorsement of the Global Knowledge Fit4Business program. Fit4Business is a complete managed solution that helps Cisco channel partners achieve, maintain, and enhance their partner status. The Cisco Account Manager believed Global Knowledge had the insight and vision to overcome any challenges that may occur with a program of this magnitude and an organization as large as ICF. Global Knowledge's Fit4Business program, along with its flexibility, worldwide footprint, and exceptional training would give ICF the ability to manage a multinational program rollout from start-to-finish. It would also provided ICF with the training it needed for students with mixed skill-sets scattered across multiple countries. Fit4Business could also book all program costs within one central purchase order.

ICF began working with a Global Knowledge Fit4Business Program Manager, who served as the single point of contact. This Program Manager's main responsibility was to help ICF deliver upon the Multinational Certification partner requirements.

Global Knowledge first performed a skills-gap analysis using their first-to-market, certification-management portal to gauge ICF's organizatinal skill-sets throughout the four countries. Based upon the results of the analysis, they developed a tailored training program to help ICF plan the most effective and efficient route toward achieving partner status. After identifying students' training requirements, Global Knowledge registered students for their courses and tracked and managed students' training (including e-Learning) and certification status using their proven learning methodology. The certification-management portal also provided ICF with timely reports to illustrate a snapshot of the program's progress. Since Global Knowledge managed the Fit4Business program, ICF did not have to worry about administrative tasks, giving them more time to stay focused on running their business.

Results: ICF Achieves Cisco's Multinational Certification

The comprehensive, managed Fit4Business program was a success. It helped ICF reach its Cisco Multinational Certification status in the European theatre within the nine-month time frame. ICF consultants were also able to achieve expertise in the following advanced specializations: routing and switching; unified communications; security; wireless LAN; and data center networking infrastructure and storag. To date, approximately 100 ICF personnel have been trained using the Fit4Business program. Global Knowledge is currently working with ICF to develop a contingency plan that will help ICF retain their new multinational status and achieve their Cisco Global Commerce Specialization.

Headquartered in California, an international, integrated oil company is one of the world's largest integrated energy companies, conducting business in more than 100 countries. The company is engaged in all aspects of the crude oil and natural gas industry, including exploration and production, manufacturing, marketing and transportation, chemicals manufacturing and sales, geothermal, and power generation.

Global Knowledge provides solutions to a variety of training needs, from the standard to the most complex custom solution. There have been many instances where Global Knowledge was the only solution for a customer who needed a large, complex training program implemented with both speed and quality. This section describes some of the stories behind the solutions that we've provided companies around the world.

International Brokerage Firm

Customized, On-Site VoIP Training Helps an International Brokerage Firm's Technicians Learn an Upgraded Platform
Profile: International Brokerage Firm


An international brokerage firm serves investment clients in the United States, Canada, and the United Kingdom through its branch network of nearly 10,000 locations. The firm focuses solely on individual investors and small-business owners. It is a member of the New York Stock Exchange and all other major stock exchanges.

Situation: Train Different Technicians in Preparation for a VoIP Upgrade

The brokerage firm had outgrown their current telephony platform and wanted their employees to be able to leverage more advanced communication applications on a single platform. They needed to roll out a Voice over IP (VoIP) network to allow for better communications with their nearly 10,000 satellite offices worldwide. Although they knew VoIP would provide considerable cost saving, their primary goal for implementation was to make business easier for its Financial Advisors.

Heavy financial investment was made by installing T1s at all branch sites and millions were spent on Voice over IP equipment. The brokerage firm also realized that part of the investment in a VoIP network includes training. Their technicians had many years of experience in either voice or data communications. However, very few had experience in both data and voice, which was crucial to the massive project's success. The brokerage firm needed to train their technicians quickly and accurately to ensure a successful roll-out.

Solution: On-Site, Customized VoIP Training, Delivered in Three Stages

The brokerage firm decided to partner with Global Knowledge, making its decision based on three criteria. First, Global Knowledge took the time to fully understand its needs. Second, Global Knowledge had vast experience with VoIP implementation and training. Third, Global Knowledge had the ability to develop and administer a tailored solution rapidly, allowing the brokerage firm to meet their project deadlines.

The training solution was delivered in four stages. The first stage focused on building a strong networking foundation by delivering content from the existing courses, Understanding Networking Fundamentals and TCP/IP Networking. Basic routing, switching, physical infrastructure and IP addressing were taught to ensure students from different backgrounds were all starting at the same level. After the foundation was established, the next stage covered data and voice convergence from Telecommunication Fundamentals and VoIP Foundations.

The third stage focused on advanced topics such as circuit-to-packet switching, packetizing voice, SIP, RTP, and QoS. Once the technicians had these strong foundational skills, the last stage was product training, which taught the students how to configure the purchased Cisco VoIP equipment.

All of these stages were essential to helping students develop well-rounded skill sets and ensuring a successful VoIP implementation.

Result: Successful Training Developed and Delivered within the Time Constraints

One of the brokerage firms' main requirements was meeting a strict roll-out schedule. They had 12 months to implement the new VoIP network and train all of its technicians. Global Knowledge met and exceeded this timeframe, ensured a smooth, successful implementation, and ultimately received rave reviews from the students and the managers for its work.

Global Knowledge provides solutions to a variety of training needs, from the standard to the most complex custom solution. There have been many instances where Global Knowledge was the only solution for a customer who needed a large, complex training program implemented with both speed and quality. This section describes some of the stories behind the solutions that we've provided companies around the world.

Aspect

Wireless Telecom Company

Profile: Advanced Technology Systems Organization (ATS)

An advanced technologies systems organization is the largest provider of IT services, systems integration, and training to the U.S. Government, with annual sales exceeding $35 billion. Nearly 80 percent of the company's business is with the U.S. Department of Defense and the U.S. federal government agencies.

Situation: Hacking Threatens Confidentiality of Classified Government Information

The company has always been dedicated to network security-after all, government work is often highly confidential. Organizations that work with the U.S Government are targets for hackers searching for classified information. Unfortunately for ATS, in early 2003, their systems were being hacked at an increasing rate. In fact, ATS research showed its IT network was being hacked 1,000 - 1,500 times per hour. The organization recognized that their critical information was being exposed to all kinds of hackers from all over the world.

With the U.S. Government as ATS's largest customer, dramatically improving network security became the organization's number one priority. ATS's Chief Information Officer knew it was time to get their systems administrators trained on the latest advancements in network security.

Training system administrators (SAs) on how to handle and prevent hacking attacks for an organization the size of ATS is no simple task. With nearly 3,000 SAs to be trained, along with 500-600 new SAs hired each year, ATS set out to find a training partner that could handle a project this large, and do so rapidly.

ATS had strict criteria when selecting a training partner, and issued requests for proposals to more than a dozen training organizations. Trust was the first criteria. Second, ATS was looking for a partner that had both pre-existing security courseware, and also the ability to develop new, customized training courses specific to ATS's unique needs. Competitive pricing and flexibility were also important factors that ultimately led ATS to select Global Knowledge as their training partner of choice.

Solution: Build a Robust, Comprehensive Network Security Training Program

Global Knowledge quickly set to work, building new courseware to arm ATS's system administrators with the skills to protect their mission-critical information. After just four months, Global Knowledge implemented a comprehensive network security training curriculum.

The program began with an introductory instructor-led course on the basics of network security. The class provided SAs with both an overview and a greater understanding of their responsibilities for maintaining network security.

The remainder of the curriculum comprised of seven courses, built mostly with new content developed by Global Knowledge. Approximately sixty percent of the content was delivered through hands-on labs, allowing SAs invaluable practice preventing hackers from accessing the network. The courses incorporated ATS's unique policies and procedures, and were taught by Global Knowledge's industry-leading consultants. The program provided ATS's SAs with the tools, techniques, and methodologies to help them identify system and network vulnerabilities and implement effective countermeasures.

Results: Heightened Network Security Means Fewer Attacks

Global Knowledge's network security training program was a huge success. ATS soon saw a significant reduction in the number of successful hacking attacks. In fact, the 1,000 - 1,500 hack attacks made per hour prior to training was reduced to only 500 - 600 shortly after the first team of system administrators was trained. Participants had gained the necessary skills to prevent hacking, and were also armed with the ability to address any successful attacks.

The training also facilitated valuable feedback and dialogue from systems administrators that encouraged ATS to reevaluate and improve policies and procedures related to network security.

Two years after the initial training deployment, ATS's systems administrators are actively engaged in protecting network security. Ongoing training helps them to stay on top of the latest hacker tricks and trends. Graduates from the initial program are ready for the next level of advanced security training, and Global Knowledge is helping identify these training needs for deployment in the near future.

Global Knowledge provides solutions to a variety of training needs, from the standard to the most complex custom solution. There have been many instances where Global Knowledge was the only solution for a customer who needed a large, complex training program implemented with both speed and quality. This section describes some of the stories behind the solutions that we've provided companies around the world.

Network Solutions Provider

Profile: Air Force Agency

Our client is an Air Force agency who advocates information planning, resourcing, testing, training, implementation, and sustainment for their communications, computers, and information technology. The 8570.1 program manager for the agency is responsible for funding a portion of the training and certification of Information Assurance (IA) positions for Air Force personnel within the major commands and units.

Situation: DoD Directive 8570.1 Mandates Certification

The Department of Defense's (DoD) Directive 8570.1 mandated that certain IA personnel must be skilled and certified, based on their job role requirements, in the operation of computer systems used throughout its Global Information Grid. The agency had a requirement to have 10% of their staff compliant in 2007, then an additional 30% compliant each of the next three years.

The Air Force agency searched for a training provider that could provide the training that was needed to help their IA personnel meet the compliancy requirements of the DoD Directive 8570.1. That provider would need to be capable of deploying a large scale 8570.1 training program to more than 3,000 IA personnel at different locations worldwide while meeting specific learning objectives tied to the CompTIA certification programs, specifically A+, Security+, and Network+. The target requirement was to deploy the training in a short timeframe and help them improve their directive compliancy percentage.

The agency had an existing e-learning solution that IA-assessed personnel could utilize in preparation for their required industry certification exams. This solution was effective for a number of experienced personnel; however, a more robust instructor-led training program was required to ensure that the remaining personnel in assessed positions could effectively prepare for and pass the required certification exams.

Solution: Instructor-led Training Delivered to Students in the United States, Europe, and Asia

While DoD Directive 8570.1 was being written in draft form, Global Knowledge was already designing and mapping a solution to the directive. Prior to the directive being finalized, we were in the beginning stages of educating the customer on the directive and showing them how our training solution could help them prepare their people to meet the requirements of 8570.1.

The agency's 8570.1 program manager evaluated 5 - 6 possible training providers. Most of them were limited in their knowledge of the directive and many were limited in their scope to provide a consistent solution on a large scale.

They selected Global Knowledge for our knowledge of the directive, our customizable, comprehensive 8570.1 training solution and our global footprint. Additionally, having been a client of Global Knowledge's for 10 years, the agency program manager, knew he could trust us to rapidly develop and deploy a targeted learning program with quality content and instruction that spoke directly to their needs and provided excellent customer service.

Global Knowledge collaborated closely with the agency to craft a first to market customized solution that fit their specific training needs. We were given 45 days to develop the program and schedule 3000 individuals for training. On-site courses were scheduled based on the compliancy needs of positions assessed. Additionally, the Global Knowledge Federal Sales Representative met with each major command to explain the training that was being delivered and show them how it fit within the greater Air Force agenda. This helped set the proper expectations, accelerated our delivery schedule, and helped the agency stay within their budget and meet their training timeline.

This customized training solution was delivered to students located throughout the US, Europe, and Asia. It included CompTIA certified and Global Knowledge content delivered by CompTIA certified instructors. Various tools such as live mentoring, practice exams, study tips, and CompTIA study guides were incorporated to assist the student in obtaining the critical mass of knowledge to help prepare them for the corresponding CompTIA certification exams. A Global Knowledge Program Manager coordinated the student registration, distribution of course materials and student completion certifications, and tracked mentoring program usage.

The pre-course study requirements included study guide reading assignments, mentoring sessions with a Subject Matter Expert, and learning style and knowledge assessments. This helped the instructors understand the class skill set, strengths and weaknesses, backgrounds, and enabled them to tailor the training further to address the specific student needs. Additionally, it helped the students identify the areas that they were the weakest in so they could concentrate on those areas in class. This gave them a much better chance of absorbing the information during class and therefore succeeding afterwards during the test phase. We wanted students to know that we understood their challenges and that we would provide them with as many resourses as possible to help them be successful in achieving their certification.

Result: Compliancy Increases from 3% to 34% in the First Year

The training solution provided by Global Knowledge has proven to be a success. Seventy-one percent of the 3,000 students that went through the program achieved their certification. Air Force compliancy was just 3 - 4% prior to the program, and this first year of the program helped the Air Force push its overall compliancy up to 34%. During the program's first year, as many as 60 classes were running per month.

The agency is now in a much better position to secure its information and information systems. Students go back to their missions more proficient in their jobs helping them to better understanding the tasks and challenges at hand and how to accomplish them. Another division of the agency has since awarded new contract work to Global Knowledge as a result of the solution that we delivered for this agency.

Our client is the leading oilfield services company supplying technology, project management and information solutions for customers working in the international oil and gas industry. The company is comprised of two businesses and currently operates in more than 100 countries. Their services include formation evaluation, down hole measurement, consulting, IT infrastructure services, and seismic acquisition and data processing services.

Global Knowledge provides solutions to a variety of training needs, from the standard to the most complex custom solution. There have been many instances where Global Knowledge was the only solution for a customer who needed a large, complex training program implemented with both speed and quality. This section describes some of the stories behind the solutions that we've provided companies around the world.

Top Financial Holding Company

Curriculum Planning Service Helps Top Financial Holding Company Strengthen Its Competitive Edge
Profile: A Top Financial Holding Company


A top financial holding company (TFHC) realized that to prosper in a rapidly changing and highly competitive environment they needed to provide responsive and reliable client services and foster an environment that would enable their employees to learn, grow, and be fulfilled in their work. Their level of commitment to staying competitive was reflected in the awards and commendations they had earned for their quality of service and excellence in performance. In 2007, they were ranked #1 in customer service satisfaction among primary mortgage servicing companies, according to a nationwide study by J.D. Power and Associates. Additionally, they were ranked in Training Magazine's "Training Top 125" list for quality of employee training programs.

Challenge: Quickly Train IT Staff for Supporting a Cisco Platform Migration

In early 2008, TFHC decided to migrate their two North Carolina data centers that supported 2000 locations in the Eastern US and Canada to a Cisco platform. "We embarked on this project to help us support our anticipated growth as well as provide our customers with future feature capabilities, additional tools, access and utilities," the Operations Manager said.

They wanted to implement this new technology quickly and knew the best way to maximize their technology investment and reduce migration time, costs, and risks was to train their technical staff effectively.

Unfortunately, the majority of their technical staff was not well versed on Cisco products. They would require foundational- and advanced-level Cisco training. "We wanted an experienced training partner who could quickly assess our technical team's current skill level and identify the baseline and job role training needed to migrate to this new network," TFHC's Operations Manager said. TFHC also needed a training provider who could deliver the required training within their timeframe, could accommodate the large number of students, and could provide any future functionality training that may be needed.

Solution: Targeted, Flexible, and Scalable Training Program


Global Knowledge was recommended to TFHC by its Cisco representative as a solid training provider experienced in designing and delivering customized and flexible training solutions.

The migration-training project was broken into two phases. During phase one of the project, TFHC's core group of staff (approximately 24 people) would be trained quickly to ensure they were ready to support the initial data center migration in two locations. In phase two, the core team and remaining staff members would be trained on other products throughout 2008 and 2009.

Global Knowledge was able to design an effective training solution through its Curriculum Planning Service. This service included providing a program manager who acted as a single point of contact to manage key activities, coordinate resources, and schedule assessment interviews. The service also included an on-site Global Knowledge Subject Matter Expert who conducted interviews with key client technical personnel and the management team to assess the current skill levels of the technical staff and deliver a curriculum map organized by job role. According to TFHC's Operations Manager, "Global Knowledge delivered a comprehensive Training Recommendation Report with assessment results, customized training outlines, and pricing."

The Training Recommendation Report was approved and the work began with the core team training (based on the course, Routing and Switching I) delivered as a 5-day Cisco Workshop. Labs were developed and used by the team to aid preparation for the workshop. They were also utilized by the team after the workshop to reinforce what they had learned. All course modules were provided so the students could review them at a later date to further enhance their training experience. A CCNA Boot Camp was delivered to the core team several months later, and additional future functionality training will continue to be developed and delivered.

Phase Two of the program has begun with training being delivered to the additional technical staff members. Global Knowledge plans to deliver CWENT/CWLMS, Routing and Switching II, CIPT 1, and CVOICE e-Learning in 2008.

Results: A Sharpened Competitive Edge

The Global Knowledge Curriculum Planning Service enabled the company to reduce migration costs, increase project effectiveness, and reduce their risk of failure in migrating to a new network over a short period of time. Through a comprehensive, targeted training program TFHC's employees were able to receive the exact training they needed to support the new network platform and stay abreast of the latest technology.

The organization continues to strengthen its position in the financial industry by providing solutions that have been requested by their clients, improving customer satisfaction, generating more sales, providing a reliable network experience, and taking advantage of future functionality the Cisco network has to offer.

TFHC has been very pleased with the solution. According to its Data Center IT Director, "Global Knowledge understood our direction and requirements and developed a training program that helped us achieve our goals."

Global Knowledge provides solutions to a variety of training needs, from the standard to the most complex custom solution. There have been many instances where Global Knowledge was the only solution for a customer who needed a large, complex training program implemented with both speed and quality. This section describes some of the stories behind the solutions that we've provided companies around the world.

Canadian Cable Operator

Profile: The University of Ottawa

Recognized as Canada's premier bilingual university, the University of Ottawa was established as the College of Bytown in 1848. It is located in the heart of the National Capital, at the crossroads of French and English Canada and has carved a place of distinction for itself among Canada's leading universities. Its campus provides a vibrant setting for the exchange of ideas and promotes the cross-pollination of knowledge and cultures.

Situation: Managing Essential Research and Communications Network Utilized by More Than 27,000 people

Marc Lefebvre, Network Manager of Informatics and Communications at the University of Ottawa, is responsible for a network that, under his supervision, has grown and expanded into an essential research and communications tool for more than 25,000 students, as well as 850 academic and 1,200 support staff.

Ask Mr. Lefebvre about his greatest challenge, and his reply comes without hesitation: resources. To support the massive volumes of wide and local area network data traffic - the university boasts over 10,000 on-campus network connections - Mr. Lefebvre and his team of two technologists are responsible for a predominantly Cisco-based network that comprises more than 160 switches. In addition to faculty offices, libraries, computer labs, and administration facilities, the university also delivers network services to each residential room on its campus - home to over 2,000 students.

In the past, Mr. Lefebvre says he and his team often taught themselves as they went along, relying on user manuals, past experiences, and trial and error. However, given the importance of the network to academic and administrative staff and students, Mr. Lefebvre says it's now essential that his team be armed with the proper skills to capitalize on available resources while ensuring the reliability and security of a rapidly growing portfolio of network services.

Solution: Expertise Through Authorized Cisco Curriculum

To ensure access to the skill sets they need, Mr. Lefebvre and his team consistently attend courses from Global Knowledge's broad portfolio of authorized Cisco Instructor-Led Classroom training. Regularly scheduled in Global Knowledge's Ottawa training facility, the courses ensure students get the skills they need, when they need them, in a local environment. This maximizes Mr. Lefebvre's training budget by eliminating costs associated with customized curriculum and travel.

As Cisco's largest Learning Solutions Partner, Global Knowledge is able to deliver Mr. Lefebvre and his team of network technologists real-world, expert instruction and the hands-on experience needed to effectively deploy the most advanced Cisco technologies in the University of Ottawa's network.

To date, Mr. Lefebvre and his team have received authorized Cisco training in:

* Local Area Network (LAN) and Internetworking Design and Configuration

* Routing Protocols

* Firewall Technologies

* Network and Services Management

Through Global Knowledge's live labs, the team is able to apply the skills they learn in the classroom to hands-on lab settings on the very same equipment deployed in their network.

"There are far less hiccups now," says Mr. Lefebvre. "Proper training saves you a lot of work later. We know how to get it right the first time with a lot less guessing and downtime."

Results: Skills Immediately Applicable to the University of Ottawa Network

A Cisco Certified Network Associate (CCNA) with over 10 years of industry experience, Mr. Lefebvre recognizes expertise when he sees it. In addition to receiving the industry's most current authorized Cisco content, he says it's the quality and experience of Global Knowledge's instructors that impresses him. Mr. Lefebvre says that Global Knowledge's instructors take the real world experience they've had in the past and apply it - through clear instruction, accurate lab set-ups, and pertinent exercises - to the challenges he and his team face day to day.

As Mr. Lefebvre and his team continue to build out new services, such as voice over the internet and streaming video across the University of Ottawa network, he envisions his team taking courses in advanced internet routing protocols, Voice over IP (VoIP), quality of service, and more advanced network management.

"I've taken a number of training courses, and the Cisco courses through Global Knowledge are the most complete, interesting and valuable," says Mr. Lefebvre.

Global Knowledge provides solutions to a variety of training needs, from the standard to the most complex custom solution. There have been many instances where Global Knowledge was the only solution for a customer who needed a large, complex training program implemented with both speed and quality. This section describes some of the stories behind the solutions that we've provided companies around the world.

Orange Business Services

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Solution