Corporate Training Archives ~ fitzmoskal

UK Charity – ITSM Project

Wes — Wed, 21 Feb 2024 17:24:54 +0000

I worked as a Project Manager for a UK London based charity client who presented some difficult challenges. The ITSM deployment was standard Ivanti ITSM with Incident, Change and Service Request modules. Workshops were held and a Gap Analysis document was produced for the customer.

A standard project included only one round of review and feedback with a view to any revisions, however the client was very indecisive and had a lot of questions which resulted in several versions of the GA doc being proposed. After the solution was deployed issues were raised over design decisions – they disputed the latest version of the GA, and insisted that one of the earlier versions was the agreed version.

To resolve this, I took some time to quiz the consultant on how much effort it would be to make the changes they require, and after clarifying that it was mostly some ‘flick of the switch’ settings – I agreed that we would accomodate their disputed requirements.

After deployment, we also had to arrange training on each module. The client complained about the first trainer, so I arranged for a new trainer for the second session. This trainer also recieved complaints, so I organised another consultant for the final round of training – who predictably also recieved complaints.

As they had substantial complaints about not recieving the appropriate amount of training, I took the decision to deploy a consultant on-site for some extra consultancy days (agreed with the vendor) to for them to essentially request whatever changes they wanted and provide hands on knowledge transfer. This finally seemed to satisfy them and they even gave good feedback about my final consultant.

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Corporate Trainer

Wes — Tue, 20 Feb 2024 17:14:51 +0000

Over the span of my career I have facilitated as both a BMC corporate trainer and internal technical trainer where I have used both vendor material and designed training from scratch. I have also produced two training courses for Traversys.

I have delivered training in person to locations in US, Europe, Middle East and Asia. Remotely 24/7 including Australia from the UK and also in pre-recorded material for inclusion in corporate training portal.

My perspective on the keys to effective corporate training are:

Good pacing – particularly if the vendor material does not fill the time-slot
Build in feedback and Q&As
Extra material and real world use cases if you have time and appropriate
Engage with students, don’t just sit in the chair and repeat a script! Move around, be expressive. Corporate training can be incredibly boring or incredibly rewarding.

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Exam Assessment & Vigilation

Wes — Tue, 20 Feb 2024 14:41:00 +0000

Over the years I have offered my services as a reader for those with disabilities taking exams. It’s very simple work but also very rewarding to assist someone to get a certification (and inform them that they passed).

You’re not actually allowed to have any personal interaction at all, but you can enjoy their reaction all the same.

Recently I have taken up a part-time contracting role as an Online Assessor for a training partner supporting the University of Oxford’s Aritificial Intelligence Programme.

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Using the BMC Discovery API

Wes — Tue, 20 Feb 2024 11:13:53 +0000

This is a course I designed and developed offered by Traversys hosted on Udemy.

Similar to the TPL Crash Course, I sensed there was a demand to understand how to use the API from Discovery adminsitrators who would not have API use as part of their core skillset. At the time of publishing BMC themselves had no training available on API use whatsoever.

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TPL Crash Course

Wes — Mon, 19 Feb 2024 23:26:26 +0000

I designed and developed a TPL Crash Course for BMC Discovery which still has active sign ups.

BMC Discovery is an Asset Management tool which most people have never heard of but it’s used globally by a large number of fortune 500 companies and beyond. One of it’s core features is the ability to model your datacenter and application depencencies, however it uses a proprietary TPL code for this task – which many users are not familiar with.

BMC offers a course, but it is expensive and out of reach for individual Discovery administrators, the course material was also not in-depth enough to really give people the understanding they needed to get on with TPL development. This course was developed in response to requests from many customers directly, not only at an affordable price, but at an in-depth level to take someone from knowing little about TPL to a mid-level skillset.

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