Certification, Process, System Training Info Guide



Participant

Certification Training Guide

Prepared for:

State of Florida

January 29th, 2003

Prepared by:

ETSD Implementation Team

Participant Certification Training Guide

Table of Contents

Certification Training 3

Certification Defined 3

Who is Certification for? 3

Who recognizes this certification? 3

What is STI Knowledge Certification? 3

Benefits of Certification 3

Benefits of certification training for participants: 3

Benefits of certification training for the State of Florida: 3

Certification Offered 4

Name of certifications available: 4

Definition of instructor led certification 4

Definition of interactive study certification 4

Brief description and target audience for each certification 4

Certified Help Desk Manager™ (CHDM) instructor led 4

Certified Help Desk Manager™ (CHDM) interactive study 4

Certified Help Desk Professional™ (CHDP) instructor led 4

Certified Field Support Technician™ (CFST) instructor led 5

Certified Knowledge Management™ (CKM) instructor led 5

Certified Knowledge Management™ (CKM) interactive study 5

Certification Requirements 5

Time for Training 5

Exam completion 5

Exam Format 5

Certification Testing Support 6

Certification Graduation Ceremony and perks 6

APPENDIX 6

Certification Outlines 6

Certification Training

Certification Defined

Who is Certification for?

Certification is for any person in the agencies seeking professional development and a better understanding of how technology services impact the State of Florida; Specifically people who will work for or directly with the Enterprise Technology Services Desk.

Who recognizes this certification?

STI Knowledge Certification is recognized globally both in the public and private sector. STI already has a large presence in the government community certifying the U.S. Senate and Congress, Social Security Administration, Department of Treasury, Department of Defense, Department of Transportation at both the Federal and State level, just to name a few. Additionally, over 75% of the Fortune 100 companies have received our certification training. Many companies have made certification a training requirement for the job, and some companies require it on a resume just to get an interview with them.

What is STI Knowledge Certification?

STI Knowledge Certification is an industry recognized certification on support industry best practices. The classes are comprehensive, yet general, in that they aren’t customized to any specific business or government agency. The certification classes are not technical but focus on everything from soft skills to project management. It is important that each participant understands that the curriculum is not built around the ETSD specifically (specific training on the ETSD operations comes later). Certification is built on a collection of industry accepted and recommended best practices. The course offerings cover a full range of end-to-end service management principles all aligned with the support needs of the enterprise. Learning the Best Practice principals will enhance job performance, as they are the foundation in which the Enterprise Technology Services Desk is built upon and are built into the workflow of the platform.

Benefits of Certification

Benefits of certification training for participants:

Certifications are becoming increasingly important in this industry. Certification validates that you know how to perform industry best practices in your job. It also shows that you have initiative to invest in yourself to increase your knowledge and skill set. This dedication increases your worth to an organization. Certification is not only for the novice, but also for veterans who have been performing in the support industry for years.

Benefits of certification training for the State of Florida:

Certification of support staff will help the ETSD achieve Core 2000™ certification. Core 2000™ certification certifies the entire IT organization. CORE 2000™ certification is built around the concept of ensuring that the help desk environment is optimized to consistently provide the highest quality customer service experience. For more about Core 2000™ see the outline in the appendix section.

Certification Offered

Name of certifications available:

Certified Help Desk Manager™ (CHDM) instructor led

Certified Help Desk Manager™ (CHDM) interactive study

Certified Help Desk Professional™ (CHDP) instructor led

Certified Field Support Technician™ (CFST) instructor led

Certified Knowledge Management™ (CKM) instructor led

Certified Knowledge Management™ (CKM) interactive study

Definition of instructor led certification

These classes are taught in a classroom or conference room in person. (All classes are available in this format)

Definition of interactive study certification

Interactive study comes with the same course book students receive in the instructor led training classes. This book is accompanied with a workbook that corresponds with each chapter of the courseware. Students will need to do independent study to learn the concepts explained in the book. Students will have the opportunity bi-monthly to interact with a Master instructor and other students on a one hour Webinar (conference call with live presentation over the web). Three webinars cover the entire book in brief detail. Webinars are structured but do allow participants to ask questions and give feedback. (Three classes are offered in this format, the Help Desk Director, Help Desk Manager, and Knowledge Management.)

Brief description and target audience for each certification

Certified Help Desk Manager™ (CHDM) instructor led

Certified Help Desk Manager™ (CHDM) interactive study

This class is a Management 101 course; we cover a breadth of management topics as you can see by looking at the full course outline in the appendix. The depth the instructor goes into is limited by the time and is dependent on the participant’s expectations. You will learn how to successfully promote your organization to customers and management. You will also learn how to build a lead a world-class team.

The target audience for this class is Managers, however we often see an audience range from Supervisors to Directors.

Certified Help Desk Professional™ (CHDP) instructor led

The professional’s class covers a range of topics from types of technology in the industry to dealing with difficult customer behavior. Participants will feel empowered and will understand the value they bring to the organization. We focus on projecting the desired image of the organization to customers and we give the professional tools in which to present this image on every contact. We also discuss the culture of the organization and why it is important to understand how they need to operate within this culture to achieve their goals. Students will also learn the impact they have on the business and will be given tools to have a positive impact with every contact. See the complete course description in the appendix.

The target audience for this class is frontline professionals who work on a help desk. Managers often come to evaluate the course for their professionals and to achieve certification prior to the Certified Help Desk Management™ course. This class is also informational for Tier 1,2,3, and 4 technicians. Anyone who wants to get a basic understanding of the support and help desk industries should attend this class. Anyone who does customer support over the phone and wants tools to enhance their current customer service skills should also attend.

Certified Field Support Technician™ (CFST) instructor led

This class will focus on the importance of field services. We will introduce Best Practices for troubleshooting, escalation, customer follow-up, peer follow-up, and efficient documentation. This class is very similar to the Certified Help Desk Professionals™ class, but focuses more on face-to-face communication and nonverbal communication for the desk-side technician. See the full course description in the appendix.

The target audience for this class is for technicians who support software and hardware systems. It would also be relevant to professionals who are responsible for any type of support that requires travel to the individual’s location.

Certified Knowledge Management™ (CKM) instructor led

Certified Knowledge Management™ (CKM) interactive study

This course will give participants an introductory look at defining knowledge management in the global support community. It is essential that organizations learn to leverage information within the enterprise. Participants will learn techniques for capturing tacit information and making it explicit information. Students will also learn how to transform this information into knowledge through proper management and organization. Knowledge base technology will be discussed as well as best practices for writing solutions. See the full course outline in the appendix.

The target audience for this class is Knowledge Managers who are responsible for updating and maintaining the knowledge base tool. Participants can range from solution contributors to the knowledge engineer.

Certification Requirements

For the instructor led classes students must attend class then take an exam within four weeks for certification. For the interactive study classes students must read the text, complete the workbook (optional), participate in webinars (optional) then take the exam for certification. The textbook and the exam are the same in these two courses.

Time for Training

If students attend an instructor led class they must be in attendance the entire two days in the Certified Help Desk Manager class and Certified Help Desk Professional class; one day in the Certified Field Services course and Certified Knowledge Manager course. If students enroll in an interactive study certification they have an open amount of time to complete their independent study of the courseware and take the examination.

Exam completion

Students will have four weeks after their instructor led training class to complete the online certification exam. Students taking the interactive study also have four weeks to complete their exam after the password and ID is issued. Students must achieve a 90% or better to earn certification. If this is not meet a students will need to study the material again, focusing on the areas they missed questions on, then retake the examination. The exams are different each time the student logs in, as the questions are pulled from a larger bank of questions. The exam is available online twenty-four hours a day. Each course has explicit test instructions and a sample exam in the back of the textbook.

Exam Format

The examination format is online and multiple choice. Below is the list of classes and the number of questions for each:

Certified Help Desk Manager™ (CHDM) instructor led- 50

Certified Help Desk Manager™ (CHDM) interactive study- 50

Certified Help Desk Professional™ (CHDP) instructor led- 75

Certified Field Support Technician™ (CFST) instructor led- 75

Certified Knowledge Management™ (CKM) instructor led- 50

Certified Knowledge Management™ (CKM) interactive study- 50

Certification Testing Support

A 24x7x365 support desk is available for dedicated student support. The testing support team will assist students with: All technical problems such as lost connections and firewall issues, misplaced or deleted password information, test password, test retakes and feedback on missed questions. The number is toll free at 877-380-9458.

Certification Graduation Ceremony and perks

All students who pass the complete the class and pass the certification test with a 90% or higher, will be recognized in a graduation ceremony as part of the Tech Triumphs Program. Certification never expires and can be carried over to any job. Graduate can use the STI certification logos for industry recognition once they achieve certification.

APPENDIX

Certification Outlines

|Core 2000™ Certification |

|Certified Help Desk Manager™ (CHDM) |Instructor Led |

|Certified Help Desk Manager™ (CHDM) |Interactive Study |

|Certified Help Desk Professional™ (CHDP) |Instructor Led |

|Certified Field Support Technician™ (CFST) |Instructor Led |

|Certified Knowledge Management™ (CKM) |Instructor Led |

|Certified Knowledge Management™ (CKM) |Interactive Study |

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Enterprise Technology Services Desk

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