Ericsson Device Connection Platform R1.0 Training Programs. Catalog of Course Descriptions

Transcription

1 Ericsson Device Connection Platform R1.0 Training Programs Catalog of Course Descriptions

2 Catalog of Course Descriptions INTRODUCTION... 3 DCP ENTERPRISE ON-BOARDING... 4 DCP SERVICE PORTAL... 6 DCP CUSTOMER SUPPORT... 9 Commercial in Confidence

3 Introduction Ericsson has developed a comprehensive Training Programs service to satisfy the competence needs of our customers, from exploring new business opportunities to expertise required for operating a network. The Training Programs service is delineated into packages that have been developed to offer clearly defined, yet flexible training to target system and technology areas. Each package is divided into flows, to target specific functional areas within your organization for optimal benefits. Service delivery is supported using various delivery methods including: Icon Delivery Method Instructor Led Training (ILT) LIV Virtual Classroom Training (VCT) elearning (WBL) Workshop (WS) Short Article (SA) Structured Knowledge Transfer (SKT) mlearning Job duty analysis (JDA) Competence GAP Analysis (CGA) Commercial in Confidence

4 DCP Enterprise On-boarding LZU R1A Description The Ericsson Device Connection Platform Service Portal contains self-service functionality to manage and control installed Subscriber Identity Module (SIM) base, including real-time access to monitor operational levels, support management, and access statistics. This course will allow the the operator to become familiar with the Enterprise On-boarding processes and develop a clear understanding of what is required in order to submit a service request to add an enterprise user into the platform. Learning objectives On completion of this course the participants will be able to: 1 Understand the capabilities of the DCP platform 2 Explain the process of Enterprise On-boarding. Have a detailed understanding of the enterprise on boarding process and clearly articulate their role within the on-boarding process 3 List and describe the functions of Enterprise On-boarding 4 Be familiar with the enterprise implementation forms with the relevant information for enterprise on-boarding Target audience The target audience for this course is: The target audience for this course Customer Project Managers Prerequisites Successful completion of the following courses: There are no pre-requisites for this course.

5 Duration and class size The length of the course is 1 day and the maximum number of participants is 16. Learning situation This course is based on theoretical instructor-led lessons and practical exercises given in a classroom environment. Time schedule The time required always depends on the knowledge of the attending participants and the hours stated below can be used as estimate. Day Topics in the course Estimated Time (hours) Overview of the platform capabilities.5 Introduction to Enterprise On-boarding.5 Enterprise On-boarding what do I need? 2.0 Complete the customer implementation forms 3.0 Commercial in Confidence

6 DCP Service Portal LZU R1A Description The Ericsson Device Connection Platform Self Service Portal contains self-service functionality to manage and control installed Subscriber Identity Module (SIM) base, including real-time access to monitor operational levels, support management and access statistics. This course will allow the operator service desk personnel to provide support to the enterprise users connected to the Ericsson Device Connection Platform. The course prepares the enterprise & operator service desk personnel with specific details of using the Enterprise & Operator Portal. Learning objectives On completion of this course the participants will be able to: 1 Explain what is the Ericsson Device Connection Platform and the meaning of machine-to-machine communication 2 Identify the main menus within the Enterprise Self Service Portal and options and describe the configuration principles 3 Understand the main differences between Enterprise Portal and the Operator Portal Roles & Responsibilities for each portal 4 Understand how to Login to the Self Service Portal 5 Be familiar with the process of the Logging Service Requests 6 Trigger Management 7 Check the current status of the following in DCP M2M Central Platform Active Incident reports Trigger Alarms News Administration

7 8 Describe and implement the Solution Management used in DCP Ordering SIMS Managing a subscription Logging & submitting requests Additional Features of Solution Management 9 Monitor the operational status of the following: View subscription traffic View aggregated traffic information Monitor real-time traffic View and Manage Trigger alarms 10 Download reports 11 Log an Incident Report View submitted incidents Update contact details 12 Administration (Operator) Extra Features Edit News Widget Target audience The target audience for this course is: The target audience for this course is Sales and Marketing and also Service Desk personnel. Prerequisites Successful completion of the following courses: There are no pre-requisites for this course. Commercial in Confidence

8 Duration and class size The length of the course is 2 days and the maximum number of participants is 8. Learning situation This course is based on theoretical and practical instructor-led lessons. Time schedule The time required always depends on the knowledge of the attending participants and the hours stated below can be used as estimate. Day Topics in the course Estimated Time (hours) 1 Introduction to Ericsson Device Connection Platform (DCP 1.0) and machine-to-machine communication 1.0 Main differences between Enterprise & Operator Portal 1.0 Overview of the functionality of the DCP Service Portal 1.0 Overview of the Dashboard.5 Overview of Solution Management 1.0 Overview of Operational Status 1.0 Overview of Status Messages.5 2 Detailed view of Solution Management 2.0 Detailed view of Operational & Trigger Management 2.0 Overview of Statistics & Reports.5 Getting Support.5 Detailed view of Administration Portal (Operator) 1.0 Commercial in Confidence

9 DCP Customer Support LZU R1A Description Operators must ensure that they know the customer support processes and that they understand their role within the support chain. This course will allow the operator service desk personnel guidance on customer support processes, ways of working and service desk requirements. The operator will gain an understanding of how to effectively communicate to enterprise users and roaming partners and gain knowledge of the data required in order to submit a trouble ticket to Ericsson 1st level assurance team. Learning objectives On completion of this course the participants will be able to: 1 Clearly articulate the Customer Support and Service assurance process and clearly identify their role within this support chain 2 Communicate to Enterprise Users and Roaming Partners the data required in order to submit a TT to Ericsson 1st Level Assurance 3 Demonstrate an ability to utilize the TT system used by first level assurance within the Ericsson Network Operations Center 4 Identify all of the relevant contact and interface points within the Ericsson Support flow and have knowledge of: 5 address for support requests (If there are problems with BMC) 6 Phone number to call in the case of a critical incident 7 The contact and escalation points within Ericsson Assurance and Customer Support teams

10 Target audience The target audience for this course is: The target audience for this course is Service Desk Assurance and Support Staff. Prerequisites Successful completion of the following courses: There are no pre-requisites for this course. Duration and class size The length of the course is 4 hours and the maximum number of participants is 16. Learning situation This course is based on theoretical instructor-led lessons and practical exercises given in a classroom environment. Commercial in Confidence

11 Time schedule The time required always depends on the knowledge of the attending participants and the hours stated below can be used as estimate. Day Topics in the course Estimated Time (hours) 1 Introduction to Ericsson Assurance 1 Key roles and interface points.5 Trouble Ticketing requirements 1.0 Trouble Ticket Severity Levels and response times 1.0 Checking status of trouble ticket.5 Commercial in Confidence