Courses → Course Catalog

These on-demand training courses are a great way to close knowledge gaps.

Filter by Topic

Upon completing this course, you will have learned how to: – Recognize personally identifiable information – Describe the benefits of the Privacy Shield – Explain the protections that HIPAA provides – List the various components of the Electronic Communications Privacy Act – Describe the purview of the National Institute of Standards and Technology – Summarize the expanded rights the California Consumer Privacy Act provides Californians
Upon completing this course, you will have learned how to: – Identify materials required for voice and data – Understand common billing errors for voice and data – Define the auditing process for both voice services and data services
Upon completing this course, you will have learned how to: – Recognize the organizational benefits of auditing – Recall examples of process improvement and cost savings – Identify steps in a successful audit lifecycle
Upon completing this course, you will have learned how to: – Identify mobile environments and billing components – Understand the process for auditing a mobile environment – Audit a mobile environment
Upon completing this course, you will have learned how to: – Define the materials required for invoice-to-contract or invoice-to-tariff audits – Understand how to read the required documents
Upon completing this course, you will have learned how to: – Identify components of packet switched circuits within your organization – Secure resource documents to complete an inventory – Use invoices and contracts to confirm accuracy in billing – Identify cost reduction opportunities
Upon completing this course, you will have learned how to: – Define the phases in auditing the security plan to ensure compliance – Learn the steps to resolve security plan non-compliance – Describe how each dispute management process affects security plans – Learn how to apply telecom security best practices
Upon completing this course, you will have learned how to: – Understand how to interpret audit results – Define the potential benefits found in an audit – Differentiate between opportunities for savings and recovering overpayment – Create a dispute management process – Use KPIs to Validate an auditing program
Upon completing this course, you will have learned how to: – Identify the technical, customer service, financial, and time telecom pain points and perspectives – Utilize the questions that uncover those pain points – Recognize the customer assurances associated with these pain points – Describe the different responsibilities during a telecom service provider contract lifecycle
Upon completing this course, you will have learned how to: – Define what a business case is – Explain the components of a business case – Identify the steps to build a requirements assessment – Simulate building a business case
Upon completing this course, you will have learned how to: – Define TEM – Perform a TEM Program Needs Assessment – Understand the value of TEM – Calculate a TEM Program ROI – Develop a TEM Program Business Case
Upon completion of this course, you will have learned:
  • The roles of multiple business systems in a TEM program
  • Common external data sources and how each supports a TEM program
  • How to effectively evaluate and validate data across multiple systems a TEM program
  • Common areas of automation potential in a TEM program
  • How a RASCI improves business systems integration and data integrity while increasing automation potential for a TEM program
  • Efficiency First® Framework guiding principles supporting TEM business systems and data integrity
Upon completing this course, you will have learned how to: – Define cost avoidance and cost containment – Understand how to negotiate optimal contracts – Identify key ways to maximize cost savings – Select technology that meets operation needs at the best pricing – Resolve disputes
Upon completing this course, you will have learned how to: – Describe the Importance of Contract Compliance – Explain the Benefits of Contract Catalog – Interpret Documents in a Contract Catalog – Assess Contract Compliance Adherence
Upon completing this course, you will have learned how to: – Summarize the history of the CCPA and its scope – List the rights that the CCPA provides consumers – Explain an organization’s responsibilities under the CCPA and the penalties for non-compliance – Recognize the differences between the CCPA and the General Data Protection Regulation
Upon completing this course, you will have learned how to: – Establish a CoE organizational model baseline – Perform a CoE organizational model gap analysis – Establish an action plan to close gaps
Upon completing this course, you will have learned how to: – Identify the four phases of change management within the process lifecycle – Explain what occurs within each phase of the process lifecycle – List the five departments that have specific departmental process protocols – Differentiate between the change management strategies for five separate departments
Upon completing this course, you will have learned how to: – Understand key success factors for building a CoE – Identify factors that accelerate and inhibit CoE development – Implement acceleration techniques in CoE development plan
Upon completing this course, you will have learned how to: – List the five catalysts for change in a telecommunications environment – Explain why project planning is necessary for effective change management – Develop a project plan to manage a change within a telecommunications environment – Explain the purpose of each step in the process development life cycle – Identify common processes within different areas of an organization that can help with effective change management
Upon completing this course, you will have learned how to: – Describe cloud computing – Define three cloud management models – Define common cloud terminology
Upon completing this course, you will have learned how to: – Describe the cloud environment – Match cloud management services to enterprise needs – Define cloud provisioning – Explain differences in cloud provisioning models
Upon completing this course, you will have learned how to: – Describe the optimal cloud environment – Identify the roles and tasks needed for cloud management – Explain the differences between technical and financial auditing
Upon completing this course, you will have learned how to: – Define a business Case – Explain the difference between capital and operation expenditures – Explain how to write and sell a business case – Explain how to track results for a cloud project implementation
Upon completing this course, you will have learned how to: – Summarize the cloud auditing process – Identify different cloud invoice types – Demonstrate how to compare cloud invoice-to-contract charges – Explain the differences in cloud storage and cloud license management
Upon completing this course, you will have learned how to: – Understand the stages of CoE development – Identify stakeholders to promote and support CoE development – Establish CoE progress reporting templates
Upon completing this course, you will have learned how to: – Understand important components of telecom contract management – Define the process for validating telecom contracts – Identify steps to manage telecom contracts
Upon completing this course, you will have learned how to: – Understand important components of mobile contract management – Identify steps to manage mobile contracts – Understand the importance of mobile device peripherals – Understand best practices for mobile contracts
Upon completing this course, you will have learned how to: – Define change management and its underlying principles – Identify catalysts for change in the telecom environment – Discuss items to take into consideration prior to creating the project plan and process for implementing and managing change

Upon completion of this course, you will have learned:

  • What cloud optimization is
  • Why cloud optimization matters and the value it offers
  • Cloud optimization business applications and use cases
  • Considerations for selecting a cloud optimization solution for your organization
  • Ongoing cloud optimization performance considerations
  • Efficiency First® Framework best practices supporting cloud optimization
Upon completion of this course, you will have learned:
  • What a Center of Excellence (CoE) is
  • How a CoE supports business, why it matters, and the value it offers
  • Considerations for creating a CoE
  • Considerations for launching a CoE
  • How to evaluate CoE performance
  • Efficiency First® Framework best practices supporting CoE design, deployment, and maturity.
Upon completing this course, you will have learned how to: – Identify the process used to create a change project plan – Write the objective of the change project – Recognize the components of the scope of work – Create a draft project plan
Upon completing this course, you will have learned how to: – Identify the role and responsibilities of a CoE Business Practice Owner – Understand the skills, knowledge, and experience required to be a CoE Business Practice Owner – Interpret CoE Business Proactive Owner performance dashboard KPIs
Upon completing this course, you will have learned how to: – Identify the role and responsibilities of a CoE Executive Owner – Understand the skills, knowledge, and experience required to be a CoE Executive Owner – Interpret CoE Executive Owner performance dashboard KPIs
Upon completing this course, you will have learned how to: – Identify the role and responsibilities of a CoE Financial Practice Owner – Understand the skills, knowledge, and experience required to be a CoE Financial Practice Owner – Interpret CoE Financial Practice Owner performance dashboard KPIs
Upon completing this course, you will have learned how to: – Identify the role and responsibilities of a CoE Operational Practice Owner – Understand the skills, knowledge, and experience required to be a CoE Operational Practice Owner – Interpret CoE Operational Practice Owner performance dashboard KPIs
Upon completing this course, you will have learned how to: – Identify the role and responsibilities of a CoE Technical Practice Owner – Understand the skills, knowledge, and experience required to be a CoE Technical Practice Owner – Interpret CoE Technical Practice Owner performance dashboard KPIs
Upon completing this course, you will have learned how to: – Understand components of a CoE strategy – Identify opportunities to align a CoE to business objectives – Develop a CoE strategy aligned with business objectives
Upon completing this course, you will have learned how to: – Identify financial delivery models for a Center of Excellence – Understand benefits and considerations for each financial delivery model – Determine the appropriate financial model for your organization
Upon completing this course, you will have learned how to: – Identify mitigation procedures to cloud security concerns – Understand best practices to mitigate cloud security concerns – Perform recommended procedures to mitigate cloud security concerns
Upon completing this course, you will have learned how to: – Understand the common cloud services – Mitigate challenges with cloud services – Use common considerations to select a cloud service – Understand best practices for cloud services
Upon completing this course, you will have learned how to: – Identify wireless cost savings drivers – Distinguish between chargeback models – Define wireless optimization – Describe standardized metrics

Upon completion of this course, you will have learned:

  • What customer experience (CX) is
  • How CX supports business, why it matters, and the value it offers
  • CX business applications and use cases
  • Considerations for elevating CX practices for your organization
  • How to measure CX practice performance
  • Efficiency First® Framework best practices supporting service delivery CX
Upon completing this course, you will have learned how to: – Implement the recovery plan – Identify ways to manage common types of disasters – Create the Disaster Recovery Document Packet – Understand the steps in the post incident management process
Upon completing this course, you will have learned how to: – Identify common areas of vendor disputes – Name the “steps” of the dispute management process – Recognize challenges that exist when managing disputes – List best practices for managing disputes
Upon completing this course, you will have learned how to: – Explain what a Data Protection Impact Assessment is, and why it’s critical to data privacy compliance – Describe each step required when conducting a DPIA utilizing the AOTMP® DPIA Template – Develop a strategy to mitigate risks uncovered during the DPIA process
Upon completion of this course, you will have learned:
  • What data privacy is.
  • How US data privacy laws compare to the rest of the world.
  • Which states are enacting new laws in 2023 and the scope of each.
  • What organizations need to do to comply with new data privacy laws.
  • How laws are enforced and penalties for non-compliance.
  • Efficiency First® Framework best practices supporting data privacy compliance.
Upon completing this course, you will have learned how to: – Generalize the requirements behind a DPO’s appointment – Summarize the role of the DPO – List the responsibilities of the DPO – Explain how a DPO should be reachable – Summarize the benefits of DPOaaS
Upon completing this course, you will have learned how to: – Identify types of disasters that have the potential to impact your organization – Utilize different resources to help plan and prepare for disastrous events – Discover the importance of having a disaster relief and business continuity plan in place – Recognize the first three steps in the 10-step process for preparing a disaster recovery and business continuity plan
Upon completing this course, you will have learned how to: – Recognize the importance of a disaster recovery and business continuity plan – Recall the first three steps of the 10 step process as discussed in Part One of this course – Describe the remaining seven steps of the 10 step process – Arrange the steps of the 10-step process in the correct order
Upon completing this course, you will have learned how to: – Understand and define Asset Inventory Management and Service Inventory Management Core Activities – Understand and define Asset Inventory Management and Service Inventory Management sub-activities – Recite Efficiency First® Framework best practice principles of Asset Inventory Management and Service Inventory Management
Upon completing this course, you will have learned how to: – Understand and define the Adoption Management Core Activity – Understand and define the Adoption Management sub-activities – Recite Efficiency First® Framework best practice principles of Adoption Management
Upon completing this course, you will have learned how to: – Understand and define Asset Inventory Management and Service Inventory Management Core Activities – Understand and define Asset Inventory Management and Service Inventory Management sub-activities – Recite Efficiency First® Framework best practice principles of Asset Inventory Management and Service Inventory Management
Upon completing this course, you will have learned how to: – Understand and define the Business Analysis Core Activity – Understand and define Business Analysis sub-activities – Recite Efficiency First® Framework best practice principles of Business Analysis
Upon completing this course, you will have learned how to: – Understand and define the Budgeting & Forecasting Core Activity – Understand and define Budgeting & Forecasting sub-activities – List Efficiently First® Framework best practice principles of Budgeting & Forecasting
Upon completing this course, you will have learned how to: – Outline the history of 9-1-1 – Describe the strengths and limitations associated with the various iterations of 9-1-1 – Explain the key pieces of legislation that currently govern 9-1-1
Upon completing this course, you will have learned how to: – Understand and define the Contract Management Core Activity – Understand and define the Contract Management sub-activities – List Efficiency First® Framework best practice principles of Contract Management
Upon completing this course, you will have learned how to: – Understand and define the Disaster Recovery Core Activity – Understand and define the Disaster Recovery sub-activities – Recite Efficiency First® Framework best practice principles of Disaster Recovery
Upon completing this course, you will have learned how to: – Understand adoption approach stages and definitions – Prepare the organization for adoption – Understand the considerations for adoption strategy
Upon completing this course, you will have learned how to: – Identify the scope of Enterprise Focus Areas defined in the Efficiency First® Framework – Define the relationship of Enterprise Focus Areas to Core Telecom Management Activities – Understand how each Enterprise Focus Area is evaluated for alignment with Efficiency First® Framework principles – Take steps for closing alignment gaps
Upon completing this course, you will have learned how to: – Understand and define the Exception Management Core Activity – Understand and define Exception Management sub-activities – List Efficiency First® Framework best practice principles of Exception Management
Upon completing this course, you will have learned how to: – Identify the scope of Efficiency Ratings defined in the Efficiency First® Framework – Define the relationship of Efficiency Ratings to the Performance Index – Understand how Efficiency Ratings illustrate alignment with Efficiency First® Framework principles
Upon completing this course, you will have learned how to: – Identify the scope of Business Focus Areas in the Telecom Management Ecosystem – Define the relationship of Business Focus Areas to the Fixed & Mobile Telcom Environment – Understand how each Business Focus Area is evaluated for alignment with Efficiency First® Framework principles – Take steps for closing alignment gaps
Upon completing this course, you will have learned how to: – Understand and define the Change Control Core Activity – Understand and define Change Control sub-activities – Recite Efficiency First® Framework best practice principles of Change Control
Upon completing this course, you will have learned how to: – Articulate the AOTMP® position regarding TEM/WMM programs as they stand today – Identify the 7 stakeholder groups of the Efficiency First® Framework – Recognize focus areas and telecom management activities – Label the key drivers of the Efficiency First® Performance Index rating
Upon completing this course, you will have learned how to: – Identify seven Efficiency First® Framework Performance Measurements – Interpret the benefit and value of the Efficiency First® Framework Performance Measurements – Interpret KPIs, Ratings, and the Performance Index and understand drivers that change measurement -values
Upon completing this course, you will have learned how to: – Understand and define the Reporting Core Activity – Understand and define Reporting sub-activities – Recite Efficiency First® Framework best practice principles of Reporting
Upon completing this course, you will have learned how to: – Understand and define the Security Core Activity – Understand and define Security sub-activities – Recite Efficiency First® Framework best practice principles of Security
Upon completing this course, you will have learned how to: – Understand and define the Governance Core Activity – Understand and define Governance sub-activities – Recite Efficiency First® Framework best practice principles of Governance
Upon completing this course, you will have learned how to: – Understand and define the Help Desk Core Activity – Understand and define Help Desk sub-activities – List Efficiency First® Framework best practice principles related to the Help Desk
Upon completing this course, you will have learned how to: – Understand and define the Invoice Processing Core Activity – Understand and define the Invoice Processing sub-activities – List Efficiency First® Framework best practice principles of Invoice Processing
Upon completing this course, you will have learned how to: – Understand and define the KPI Measurement and Performance Scoring Core Activity – Understand and define KPI Measurement and Performance Scoring sub-activities – Recite Efficiency First® Framework best practice principles of KPI Measurement and Performance Scoring
Upon completing this course, you will have learned how to: – Understand and define the Mobile Application, Content, and Device Management Core Activities – Understand and define Mobile Application, Content, and Device Management sub-activities – Recite Efficiency First® Framework best practice principles of Mobile Application, Content, and Device Management
Upon completing this course, you will have learned how to: – Provide a foundation for understanding the scope, definitions, background, and considerations for enterprise mobility management – Understand definitions for Enterprise Mobility Management (EMM) – Follow best practices for EMM – Understand the systems and services that support mobility EMM – Evaluate considerations for EMM
Upon completing this course, you will have learned how to: – Understand and define the Network Design Core Activity – Understand and define Network Design sub-activities – Recite Efficiency First® Framework best practice principles of Network Design
Upon completing this course, you will have learned how to: – Understand and define the Optimization Core Activity – Understand and define Optimization sub-activities – List Efficiently First® Framework best practice principles of Optimization
Upon completing this course, you will have learned how to: – Understand and define the Policy Core Activity – Understand and define Policy sub-activities – List Efficiency First Framework best practice principles of Policy
Upon completing this course, you will have learned how to: – Understand and define the Project Management Core Activity – Understand and define Project Management sub-activities – Recite Efficiency First Framework best practice principles of Project Management
Upon completing this course, you will have learned how to: – Understand and define the Regulatory Compliance Core Activity – Understand and define Regulatory Compliance sub-activities – Recite Efficiency First Framework best practice principles of Regulatory Compliance
Upon completing this course, you will have learned how to: – Understand and define the Risk Management Core Activity – Understand and define Risk Management sub-activities – Recite Efficiency First Framework best practice principles of Risk Management
Upon completing this course, you will have learned how to: – Understand and define the Strategy Core Activity – Understand and define Strategy sub-activities – Recite Efficiency First Framework best practice principles of Strategy
Upon completing this course, you will have learned how to: – Understand and define the Service Delivery Core Activity – Understand and define Service Delivery sub-activities – Recite Efficiency First Framework best practice principles of Service Delivery
Upon completing this course, you will have learned how to: – Understand and define the Service Ordering Core Activity – Understand and define Service Ordering sub-activities – Recite Efficiency First Framework best practice principles of Service Ordering
Upon completing this course, you will have learned how to: – Understand and define the Sourcing & Procurement Core Activity – Understand and define Sourcing & Procurement sub-activities – Recite Efficiency First Framework best practice principles of Sourcing & Procurement
Upon completing this course, you will have learned how to: – Match the Efficiency First Framework terms with their definitions – Recognize the 7 Stakeholder Groups, 10 Focus Areas, and 30 Core Telecom Management Activities – Identify the definitions of the Efficiency First Framework Performance Measurements
Upon completing this course, you will have learned how to: – Identify why it’s important to evaluate vendor RFP responses against your established criteria – Articulate the type of information you should expect to receive from the open-ended vendor questions in your RFP – Using the information contained in this e-learning as well as the 2 previous courses, identify components of a vendor scorecard
Upon completing this course, you will have learned how to: – Identify the scope of Vendor Focus Areas in the Telecom Management Ecosystem – Define the relationship of Vendor Focus Areas to the Efficiency First® Framework – Understand how each Vendor Focus Area is evaluated for alignment with Efficiency First® Framework principles – Take steps for closing alignment gaps
Upon completing this course, you will have learned how to: – Understand the General Data Protection Regulation or GDPR, its requirements and its penalties – Recognize the effects of the GDPR on enterprise and vendor environments – Demonstrate GDPR comprehension through real-world scenarios
Upon completing this course, you will have learned how to: – Recognize different aspects of the EMEA telecom structure, including roaming regulations and net neutrality – Identify the main sections of an EMEA invoice – List the proper steps to perform an audit with an EMEA invoice – Distinguish between the steps needed to perform an audit with an EMEA invoice with the steps needed to perform an audit with a US invoice – Describe the differences between types of auditing support materials
Upon completing this course, you will have learned how to: – Understand best practices for managing Help Desk tickets/incidents – Understand the best practices for building FAQ/self-help systems – Implement reporting processes and first call resolution/QA/QC best practices – Identify common telecom Help Desk challenges and mitigate them
Upon completing this course, you will have learned how to: – Define hybrid WAN and SD-WAN – Understand benefits and considerations for using hybrid WAN and SD-WAN – Evaluate the current network environment, assess future networking needs, and strategize for your pre-implementation process – Understand the considerations and best practices for deciding on a network solution
Upon completing this course, you will have learned how to: – Identify the phases of preparing for a BYOD program – Articulate the role of a planning team – Identify the scope of a BYOD program – Recall the necessary components for a BYOD program policy
Upon completing this course, you will have learned how to: – The definition of the word inventory in relation to telecom services management – How to develop a telecom services inventory – How to create telecom service invoice, detail (cost), and contract catalogs – How to maintain a current telecom service inventory
Upon completing this course, you will have learned how to: – Define the data types used in your environment – Evaluate your workflow procedures and understand why poor workflow processes pollute your data – Establish an exception identification and reporting plan
Upon completing this course, you will have learned how to: – Explain the difference between data privacy and data security – Understand the telecom, mobility, and IT management consequences that result from not following appropriate data privacy practices – Recognize the data privacy laws active in the Americas, EMEA (Europe, Middle East, & Africa) and Asia Pacific – Describe the role of a Data Protection Officer (DPO) and their impact on data privacy compliance in your technology management environment
Upon completing this course, you will have learned how to: – Understand security features of iOS mobility – Understand risks and considerations for mitigation – Understand standardized device benefits – Understand MDM security – Define considerations for an iOS Mobility policy – Follow best practices for iOS security
Upon completing this course, you will have learned how to: – Identify international differences in telecom network operations – Outline structuring an international telecom management team – Identify international technology standards – Implement international telecom policies

"*" indicates required fields

Name*
This field is for validation purposes and should be left unchanged.