Product Training EMEA Mitel Engineering Accreditation Scheme (MEAS) Your Name Your Job Title Date.

Product Training EMEA

Mitel Engineering Accreditation Scheme (MEAS)

Your Name

Your Job Title

Date

slide 2Issue 2.1, July 2011

Contents

Need for accreditation

Accreditation Levels

Accreditation Levels - Definitions

Objectives of the Program

Accreditation - Design Considerations

Six Competency Specialisms

– Accreditation Road Map - Communications (MCD, 5000 & Enterprise Manager)

– Accreditation Road Map - Mobility (IP Dect, UC Mobile, UC Adv Mobile, MVS - Mobile Virtual Solution)

– Accreditation Road Map - Unified Communications & Collaboration (UC&C) (UCA, AWC, MAS, LBG/OCS, MBG & NuPoint)

– Accreditation Road Map - Contact Centres (CIS & CSM)

– Accreditation Road Map - Virtual (vMCD, vMAS & vAPPS)

– Accreditation Road Map - Managed Service (MiCD)

– Accreditation Road Map - Pre Sales (*)

Summary


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


Accreditation Levels

Mitel Certified Professional (MCP)

Mitel Certified Specialist (MCS)

Mitel Certified Expert (MCE)

Mitel Certified Associate (MCA)


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.


Accreditation (Examples for Communications)

MCE

– Mitel Certified Expert (MCE) - Communications (MCD)

– Mitel Certified Expert (MCE) - Communications (5000)

– Mitel Certified Expert (MCE)) - Communications (Enterprise Manager)

MCS

– Mitel Certified Specialist (MCS) - Communications (MCD)

– Mitel Certified Specialist (MCS) - Communications (5000)

– Mitel Certified Specialist (MCS) - Communications (Enterprise Manager)

MCP

– Mitel Certified Professional (MCP) - Communications (MCD)

– Mitel Certified Professional (MCP) - Communications (5000)

– Mitel Certified Professional (MCP) - Communications (Enterprise Manager)

MCA

– Mitel Certified Associate (MCA) - Communications (MCD)

– Mitel Certified Associate (MCA) - Communications (5000)

– Mitel Certified Associate (MCA) - Communications (Enterprise Manager)

NOTE: No differentiation between remote & field based in terms of accreditation. Differences highlighted in Competencies


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)



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



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)



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



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



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


Accreditation Road Map – CommunicationsMCD for 3300 & Enterprise Manager

Leader-ledMCD for 3300 Basic Course





Certification

Accreditation Interview

Leader-ledMCD for 3300 Advanced Course

OptionalLeader-led Enterprise

Manager Course

PrerequisitesLAN/WAN Technologies Test(Networking 4 VoiP Self-Study)

+3300 ICP Primer Self-Study

Enterprise Manager

Exam

WorkshopExams

(One per workshop)

MCD for 3300Practical Exam

MCD System Engineering Tool Workshop

MCDCompetency Assessment

Passed

Complete any 2 workshops: SecurityACD Programming & ACD ResiliencyAdvanced Diagnostics & TroubleshootingSX2000 MigrationPlease refer to SABA for full list of workshops available

Enterprise or MCD

Competency Assessment

Passed

MCDCompetency Assessment

Passed

MCD for 3300Exam

PrerequisiteMCS Communications MCD

PrerequisiteMCP Communications MCD

PrerequisiteMCA Communications MCD

Enterprise Competency Assessment

Passed

Enterprise ManagerExam

Enterprise ManagerPractical Exam

EnterpriseCompetency Assessment

Passed

MCD for 3300Exam

PrerequisiteMCA Communications MCD + Enterprise Manager Course


Ce

rtifica

tion

Accreditation Road Map - Contact Centres

Self-studyMAS & MSL Course

Leader-ledMitel Customer Interaction Solution (CIS) I&M Course

PrerequisiteMCA - Communications

MCD and/or 5000

CIS Integration Workshop

CIS Competency Assessment

Passed

Accreditation Interview

Leader-ledMitel CSM I&M Course

or





CIS Practical Assessment & WorkshopCIS

Exam

CISExam

CSM Practical Assessment & WorkshopCSMExam

CSM Competency Assessment

Passed

CSMExam

CISPractical Exam

CSMPractical Exam

PrerequisiteMCS Contact Centre

PrerequisiteMCP Contact Centre

PrerequisiteMCA Contact Centre or or

or

ACD Programming & ACD Resiliency

Workshop


Passed


Passed


Passed


Passed

or

or

or


Accreditation- Development Phases





Certification

Phase 1

• Competencies in excel on MOL & emailed

to Mitel & stored on a database.

• Valid for 3-years.

• Subject to engineer completing

technical updates. TAMs etc& channel to monitor.

• Workshops leader-led withrobust test & retake procedure

in-place.

Certification Programvia SABA

Phase 2

• Competency assessmentprocess via web (MOL) &

linked to MOL a/c.

• Valid for 3-years & with email alert

6-months before expiry date

• Subject to engineer completing

technical updates with emailalert if update not completed

within 4-months of GA(Email alert when new

technical update available)

• Workshops self-study with online test

• Review I&M testing• Trainer accreditation scheme

Phase 3

• Competency assessmentprocess via web (MOL) &

linked to MOL a/c. Test viaPrometric Test Centre

Online Performance Management Process in

MOL/SABA

• Workshops self-study with test. Test via

Prometric Centre


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 youPaul 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 .

Product Training EMEA Mitel Engineering Accreditation Scheme (MEAS) Your Name Your Job Title Date.

Documents

communications mce mitel

accreditation levels

mcp accreditation

expert mce mitel

mitel staff

mitel certification

mitel product support

accreditation examples