Online Lesson eLearning Training Certification Training

From Serebra Learning Corporation

The Automotive Industry Overview Version 2

Trends in the automotive industry are considered a barometer of a mature economy. The industry has been going through some dramatic changes in the last few years, and major manufacturers, including the Big Three (General Motors, Ford, and DaimlerChrysler) and their suppliers, are reorganizing to be competitive in the global marketplace. In the unrelenting push for lower costs, operational more...

The Oil and Gas Industry Overview Version 2

Has there ever been a more flourishing time in the history of the oil and gas industry? The continued growth in demand and an industry struggling to meet this voracious demand have pushed oil prices to an all-time high. Big oil companies, even while investing heavily in exploration, technology, operational improvement, and research and development, are still left with huge surpluses in an industry more...

The Pharmaceutical Industry Overview Version 2

Billions of people around the world depend on the pharmaceutical industry to help them live longer, healthier, and happier lives. However, the pharmaceutical industry is continually tasked with alleviating its own ailments, including slow growth and declining profitability owing to pricing, safety, marketing and regulatory issues. In order for companies to remain competitive in a highly regulated more...

The Food and Beverage Industry Overview Version 2

The discovery of a new dish does more for human happiness than the discovery of a new star, says Anthelme Brillat-Savarin in his famous work, The Physiology of Taste. However, when leading food and beverage manufacturers introduce more than 15,000 new products every year with an average success rate of only 25 , such happiness can be fleeting. Few industries have as much pressure placed upon them more...

The Health Care Industry Overview Version 2

There is growing evidence that the current health systems around the world will be unsustainable if they go unchanged over the coming years. The health care industry is under constant pressure to streamline operations and cut extraneous spending, while providing quality, safe, and cost-effective care to its patients. In addition, operating in a highly regulated environment, industry players need more...

The Banking Industry Overview Version 2

Can you imagine a world without banks? In the past, banks focused on loans and deposits, debits, and credits. Now, due to dramatic changes in the world economy, banking is a far more complex business. On a daily basis, the industry must deal with margin pressures, consolidation, and technological and marketing challenges, not to mention unforeseen financial and political crises. However, with cash more...

The Manufacturing Industry Overview Version 2

...nies in the manufacturing industry seem to be taking this lesson from the legendary management guru, Peter F. Drucker, very seriously now. The manufacturing industry - the powerhouse driving many economies - has been reeling under the most challenging time in its history. Manufacturers are striving to be more innovative, compete globally, and expand and market their products to emerging markets more...

The Retail Industry Overview Version 2

Retail is one of the largest industries and one of the most visible to consumers. The retail industry includes businesses such as automobile dealers, retail gas stations, and department stores. Over the years, it has gone through various sales-channel shifts, from catalog sales to online selling. Yet, throughout these changes, the brick-and-mortar stores have remained strong. In today's retail more...

The Telecommunications Industry Overview Version 2

Connecting the globe, the telecommunications industry is an essential element of the modern business world. It is also one of the most volatile. Plagued by regulatory discord and economic uncertainty, telecom carriers have struggled to maintain sound footing and a competitive edge, all the while endeavoring to provide crucial, uninterrupted service to their customers. In an age of rapidly more...

The Insurance Industry Overview Version 2

The insurance industry has its share of risks and opportunities. While providing risk coverage to individuals and businesses, insurers are striving hard to manage their own risks in the wake of natural and human-made disasters, financial setbacks, and governance scandals. As margins are squeezed in the face of low underwriting profitability and the cushion of investment returns begins to shrink, more...

The Contact Center and Technical Support Agent

...importance of CRM strategies to their survival. The first lesson examines the characteristics of the modern contact center as a customer-centric model. The second lesson explains how the customer-centric focus affects the TSA's role in the contact center and examines the TSA profession. The third lesson discusses the attributes and skills a TSA needs for success in the modern contact center. more...

Identifying Your Customer s Expectations

...oyees, products, and services are perceived. In the first lesson of this course, you'll be shown what characteristics customers want to see demonstrated, what external influences generate customers' expectations, and how your company's ability to fulfill expectations at various levels impacts on customer satisfaction. Too often, the service that customers receive is based more on the needs of more...

Using Surveys to Measure Customer Satisfaction

If you're lucky, your customers will complain when they are dissatisfied with your company's service. If you're not so lucky, they'll say nothing and just take their business elsewhere. It's essential that you keep your fingers on the pulse of customer opinion if you are to prevent them defecting to the competition. You need to measure customer satisfaction on a regular basis, and this course will more...

Bridge The Expectations Gap

... your company is a delight or a disappointment. The first lesson describes the common causes of the gaps between what customers want, and what they receive from your company. Perhaps policies that impact on customer service are set without input from either the customers themselves, or the frontline employees who are the best qualified to know what customers want. Maybe your company's more...

Leading A Customer-Focused Team

...ctations while still achieving corporate goals. The first lesson explains how to work together to set the parameters for what has to be accomplished by creating a Statement of Purpose and effective team goals. Once these have been established, your role as leader becomes that of enabler and the rest of the course is devoted to demonstrating how you can manage and support the team's performance. more...

Interacting with the Customer

Failing to realize the importance of customer service and effective complaint handling leads to increasingly dissatisfied customers. Organizations need to be able to address the needs of customers in an effective and efficient manner. This course is intended to show the proper procedures and processes needed to provide effective customer service: how to properly support a customer, how to overcome more...

Effective Communication Skills

Effective communication is essential to the success of any customer-oriented business. Each customer will have their own style of communication as well as an emotional response to contacting a support center. In order to effectively communicate, the Customer Support Specialist (CSS) must understand how to adapt to these different styles and emotions before the customer's problems can be dealt more...

Managing Conflict Stress and Time

Each customer wants her problem to be the most important problem to the Customer Support Specialist (CSS). For the CSS, adapting to each customer's communication style, understanding each customer's emotional response, and solving each customer's problem can be an enormously stressful and time-consuming process. This course is intended to show the proper methods needed to resolve conflicts, manage more...

Customer Service Procedures

Failing to realize the importance of customer service and effective complaints handling leads to increasingly dissatisfied customers. Organizations need to be able to address the needs of customers in an effective and efficient manner. This course is intended to show the proper procedures and processes needed to provide effective customer service: how to properly support a customer, how to provide more...

Managing the Quality of the Customer Support Service Center

Customers who experience problems with your service represent a significant challenge to your company. If the support center is able to deal with incidents efficiently, your company can benefit enormously. Reputation and customer satisfaction can be restored and procedures can be established to recognize and prevent future incidents. This course examines the processes involved in incident more...

Management Tools and Metrics

Customers contacting Support Centers expect the same level of professionalism each time they interact with a Customer Support Specialist (CSS). To ensure this consistently high level of service, the CSS can draw an array of management tools and processes that both guide and measure his performance. This course is intended to demonstrate the management and measurement tools a professional CSS is more...

The Customer Support Specialist CSS

It costs a business much more to acquire a new customer than it does to retain an existing one. So it makes sense that a business must do everything it can to support and satisfy existing customers. Handling complaints effectively and efficiently can result in increased customer loyalty. Today's Customer Support Specialists (CSS) and support centers have a vital role to play in ensuring customers' more...

The Support Center Service

This course is intended to instruct the learner in the Help Desk Institute's (HDI) basic levels of service commitments and attitude. Best practices, personal accountability, enhancing the image of the organization, and the work environment are covered. Individuals interested in the Help Desk Institute's (HDI) Customer Support Specialist (CSS) certification more...

Establishing Team and Customer Relationships

This course will familiarize the learner with the underlying benefits and skills needed to establish team and customer relationships. Teamwork is a critical component of a Support Center. This course looks at the individual responsibilities of each team member, as well as the team as a whole. It also addresses the role of strong leadership in building and maintaining successful teams. In a more...

Project Management Fundamentals

The evolution of business strategies has increased the importance of management having a thorough understanding of the products they produce. More and more employees are getting promoted from within to become project managers as they fully understand what they are trying to produce and how best to meet the quality and quantity requirements set forth by upper management. Project management, as a more...

Transitioning into a Project Management Role

Many people find themselves thrust into a project management role with no formal training or experience. When this occurs, it is important to be prepared to deal with the significant changes in your role. Your responsibilities broaden from managing yourself to managing others, from short-term to long-term goals, and from tangible to intangible issues. Time and experience will develop and refine more...

Initiating and Planning a Project

Initiating and Planning are crucial phases in developing and executing any successful project. Companies that are embarking on a new project initiative must assign people to gather facts and decide what exactly they want to produce and how they are going to produce it. This course examines which factors should weigh in during the project selection process and how to effectively plan a project from more...

Managing a Project

The factors of a successful project almost always end up depending on how much money and time is needed to create a product worthy of the customer. This course will help you manage the constraints of time, money, and schedules, and how they relate to the overall quality of your project and product. This course is targeted toward a diverse range of managers and staff members who wish to acquire the more...

Troubleshooting and Closing the Project

The factors that can affect a project are numerous and often hard to pinpoint. Conducting meetings and using advanced tools, such as formulas and graphs, allow the project manager to properly define the health or status of the project. This course outlines how to conduct effective meetings and presents some troubleshooting tools that can be used during the project life cycle. It also presents the more...

The Execution Process Group

Once you have completed initiating and planning for your program, it is time to take the steps necessary to execute the program. The Executing process group is concerned with following established policies and plans to ensure effective benefits and stakeholder management, as well as program governance. Management of this process is complex involving costing, quality assurance, and scheduling, more...

Monitoring Controlling and Closing Programs

Monitoring and controlling is an essential feature of program management, which allows you to ascertain the current benefit delivery status, ensure adequate resources are in place, and that changes are properly managed. Closing a program is a time for celebration. However, to be successful and ensure program benefits are achieved, monitoring, controlling, and closing processes must be followed. more...

Program Planning

The planning phase in PMI's PMBOK is considered one of the most important phases; without a properly defined plan your projects have a much greater chance of not succeeding. This assumption can also be made for program management; however, with program management, an entire program can fail, which could include several projects. The cost and loss of benefits that are associated with a failed more...

Program Management Processes and the Initiating Process Group

The Standard for Program Management was designed to give program managers a set of processes for program management. These processes are very similar to the processes you can find in the PMBOK Guide Third edition; however, they are intended to deal with issues between projects and to offer a coordinated effort to ensure program benefits.This course is designed to help program managers describe the more...

Program Lifecycle and Organization

Regardless of your industry, programs and program management exist within their context and act as the infrastructure for implementing strategies. Effective program managers must be mindful of how different industries can impact program life cycles and the benefits they are designed to reap, and must continually refine their skills for adapting program life cycles to strategic goals. This course more...

Introduction to Program Management

Project managers are often tasked with managing multiple concurrent projects but what about managing multiple programs? When in a program environment, the processes differ from traditional project management. This course explains the key terms and themes of program management. It also introduces theories that are recognized as successful methods of managing programs.This course is aligned with "A more...

Preparing a Business Case

Why put time and effort into preparing, writing, and presenting a business case for new projects? Why not just talk to the manager and get his approval for the project? The answers to these questions lie in the fact that organizational budgets for new projects are typically very tight and, as such, your project will be competing against other projects for funding. Without a written business case, more...

Writing a Business Case

Which would you rather do: prepare a business case for your latest project or go to the dentist? Given the choice, many of us would tend to choose the latter.Whether you want to invest in product development or reinvent your business processes with new marketing channels, it is now more important than ever to have a business case that is carefully planned, written, and presented, especially when more...

Presenting Your Case

Have you ever attended a presentation that failed because the presenter was ill prepared or ineffective in his approach? A successful presenter must possess the proper skills to plan and deliver an effective business case presentation and employ strategies to establish and maintain the audience's attention. This course examines the careful planning and delivery of a business case presentation. It more...

Leading Generations X and Next

...t attitudes toward work and career development. The first lesson identifies the needs of younger people with regard to their unique position in modern markets, desire for flexibility, desired work rewards, and career development opportunities. The second lesson focuses closely on Generation X. This generation's work traits, personality traits, and potential workplace conflicts are examined. A more...

Cross-generational Workers in the 21st Century

...for the workplace of the 21st century. The course's first lesson identifies the contributions each generational group makes to the workplace today. Contributions will center on the concepts of outlook, work ethic, and preferred leadership style. The second lesson in the course focuses on the training needs of the generational groups that will foster their success in the workplace of the new more...

Managing in a Global Business Environment

Companies now face intense competition all around the globe. In this challenging environment companies seek to adopt strategies that sustain their business growth. As a result organizations are changing the way they conduct and operate their businesses, transforming themselves in order to cope with these demanding circumstances. For today's business managers the need to comprehend these strategic more...

Managing Cross-Functions

Today, managers need to address the complex problems and challenges of the current global business environment. Managers must now rely upon other divisions, departments, or functions in order to allocate resources, prioritize their staff time, and cooperate with each other. This requires that managers develop a degree of systems thinking where managers operate in a large interconnected system of more...

Managing For High Performance

Managers today must deal with a myriad of business challenges. Often they must rely on their best personnel to get them out of a jam. But do they have the necessary skills and strategies for managing these key people? This course will examine what organizations need to do to ensure that they attract high performers, how they allow this talent to thrive, and, most importantly, how to avoid losing more...

Managing Managers

Senior managers provide a vital connection between organizational leadership and frontline management. They oversee the development of the organization's goals and its achievement. In addition, they must also manage relationships, both across the organization and across functions. While they are the voice of top management, they are also expected to deal with their own line managers to ensure that more...

Managing Upward Relationships

Managing upward relationships is the art of consciously improving collaboration with superiors so that subordinate managers can reap the best personal and organizational results. Managers share the responsibility for managing the relationship with the top management and Board of Directors of the company. Taking advantage of that responsibility will strengthen motivation, productivity, and overall more...

Managing and Rewarding Top Performers

Does your company have a policy in place for hiring and retaining its top-performing employees? Would you know how to convince valuable employees to stay if they were to hand in their resignation? It is becoming increasingly difficult for companies to retain their top-level employees in today's competitive market. This course examines how to attract and ultimately retain top performers through a more...

Strategic Approaches to Workforce Planning and Employment HRCI SPHR

In order to remain competitive in the business world, organizations must ensure that they employ the right people in the right numbers at the right time. Workforce planning and employment involves the processes of planning, developing, implementing, administering, and ongoing evaluation of recruiting and hiring to ensure that the workforce will meet the organization's strategic goals and more...

Management of the HR Process HRCI SPHR

As HR moves into the twenty-first century, its role is becoming key in developing organizational strategy. As a result, it is crucial for HR professionals to have a working knowledge of other functional areas of the business, so that they can provide the operational and administrative support necessary to attract and retain qualified employees. This course explains how to strategically diagnose more...

Strategic Approaches to Labor Relations HRCI SPHR

HR professionals develop organizational strategies to secure and develop a company's successful and profitable operations. The employee plays a central role in such operations. As such it has become essential for HR professionals to constantly be on the lookout for strategies that allow them to develop a good working relationship between the employee and employer. This course covers strategies more...

Strategic Approaches to Risk Management HRCI SPHR

Risk management, the safeguarding of the health, safety, and security of employees, is essential for business success and of particular concern to HR professionals. This course explains how to apply common occupational health, safety, and security guidelines and programs. It also outlines how security risk analysis can be used to avoid future emergencies. This course prepares HR professionals and more...

Sustaining Competitive Advantage

In today's competitive business environment, being as good as the competition is not enough. An organization must devise strategies and develop the skills, knowledge, and competencies to set it apart from the competition. In this course business strategies are examined that can help a company gain and sustain competitive advantage. Companies build their strength around three key strategic areas: more...

Thinking Strategically

As business success becomes more difficult to achieve, companies are discovering the importance of strategic thinking. Being lean and mean and process efficient is no good if you don't have the correct business strategy. But what is strategic thinking and what does it look like in the context of your business? This course is focused on discovering and using the key elements of successful strategic more...

The Imperatives of Innovation and Leadership in Strategy

This course is designed for individuals aspiring to become strategically focused in their business operations and to innovate and lead change in their organizations. As organizations strive to keep abreast of a fast-changing business environment, the need for innovation increases. While some companies focus on incremental and continuous innovations, other companies have managed to create more...

Six Sigma and the Voice of the Customer

Do you know the phrase, "caveat emptor"? It's a Latin term that means, "Let the buyer beware." It's also a legal principle stating that consumers must purchase goods at their own risk, because unless specifically asked, the seller is generally under no obligation to disclose defects. Caveat emptor once struck fear in the hearts of many wary consumers. Fortunately, the tide has turned. Increased more...

Lean Concepts

Most business processes are 90 waste and 10 value-added work. The challenge for businesses today is to find new ways to dramatically reduce costs and improve investment returns while better serving their customers. To meet these challenges, organizations have turned to Lean Thinking, which seeks the elimination of all forms of waste, strives for continuous improvement, and simplifies business more...

Non-value added Steps and Tasks

Anytime you have products sitting in inventory it means your resources are not producing cash flow. Identifying and removing the non-value-added steps and tasks in the supply chain is the key element in effective inventory management. This course examines how Lean businesses seek to integrate their supply chains with their production processes so as to minimize inventory levels, improve the flow more...

Lean Tools

At its heart, being Lean seeks to eliminate waste from the organization. By applying Lean tools and techniques, organizations can become more competitive, agile, and responsive to customer demands. This course highlights the implementation of Lean tools in the production and manufacturing environment. These tools have derived largely from the development of the Toyota Production System (TPS). In more...

Total Productive Maintenance TPM

How do you ensure that the maintenance requirements of physical assets are met as cheaply and effectively as possible? The goal is to reduce downtime and minimize maintenance costs. Total Productive Maintenance (TPM) is a systematic approach to eliminating waste associated with production equipment and machinery. It is an approach that seeks to engage all levels and functions in an organization to more...

Six Sigma Listening to the Voice of the Customer

...m members learn that best way. The course consists of two lessons: "Understanding Customer Requirements," and "Defining Customer Requirements." In lesson one, you'll discover methods for specifically identifying your customers--that means all your customers, including ones you may not have realized you serve--and you'll learn how to apply the Kano Model to understanding customer requirements in more...

Six Sigma DMAIC Defining the Problem

...r quantifying the challenges facing your organization. In lesson one, "The Project Charter," you'll learn guidelines for developing a problem statement, measuring your Six Sigma project, and determining its goal. In the second lesson, "The SIPOC Diagram," you'll learn how to create, and then apply, this useful tool to your unique situation. Finally, in "Stakeholder Analysis," you'll learn the more...

Six Sigma DMAIC Analyzing the Data

...t's relevant to the problems in your business process. In Lesson 1 you'll explore the best methods to present and interpret the data that reflects a problem. In Lesson 2 you'll look at the skills and tools that can help you analyze the data to get at the real cause and the effects of the problem. In Lesson 3 you'll focus on the tools that can help you verify that the causes you have isolated more...

Lean Value

...r. This course explores this value principle in depth. In Lesson 1 you'll consider the benefits of the lean transformation for your own business and look through the lean manufacturing lens to redefine product value. Then in Lesson 2 you'll learn about value-stream mapping - a technique designed by several forefounders of the lean manufacturing movement. Applying this technique to identify more...

Lean Logic

Suppose a friend told you that it was more efficient to put on your shoes before your pants when getting dressed. What is the logic behind taking an action that seems so counterintuitive? You probably wouldn't implement this new methodology without a thorough explanation of its origin and logic, right? Some of the lean manufacturing suggestions may also strike you as counterintuitive. That's more...

Managing and Maintaining Brand Equity

There's a common saying: "The only thing constant in life is change." This is especially true when it comes to managing brands. Look at Coca-Cola and how it spawned several brand extensions such as Diet Coke and Cherry Coke. Then there was a brief, but widely publicized, brand crisis caused by New Coke, which resulted in the reintroduction of Coca-Cola Classic. This is an example of how, over more...

Lean Techniques

... help organizations maximize value and minimize waste. In Lesson 1, you'll examine lean production techniques that can be successful for many manufacturing organizations. In Lesson 2, you'll explore organizational techniques critical to the lean enterprise and you'll discover what implementation techniques must be in place for an organization to becom Senior and mid-level managers who are more...

Lean Strategies

...repare for, develop, and maintain a lean organization. In Lesson 1 you'll learn what lean techniques to implement first and how to make the organizational transition go smoothly. In Lesson 2 you'll explore how to deploy specific lean techniques and support your efforts with proven strategies. In the last lesson you'll discover how to expand lean initiatives, get suppliers involved, and set more...

Web Writing Concepts

The Web Writing Concepts course covers the fundamentals of Web writing, and design and navigation issues. It describes the writing and reviewing guidelines, and covers different types of Web writing, such as corporate and educational. This course is designed for users who want to write for the Web. more...

HIPAA Electronic Health Data Transactions

...nting HIPAA data transaction rules. The course includes a lesson which presents basic concepts of electronic data interchange (EDI) and how EDI principles will be applied to health related business transactions. Another lesson describes the structure of technical transaction standards used in HIPAA administrative simplification rules. This course is designed to provide a managerial perspective more...

Communicating and Implementing Requirements

A business analyst expresses the output of a requirements analysis and documentation phase by presenting, communicating, and gaining approval of the requirements from project stakeholders. Once this solution design is agreed upon, the business analyst assists with detailed design work, testing and quality assurance activities, and supporting solution implementation.This course will explore methods more...

Web Development Process

In this WestNet e-Learning module, we show how Web developers can benefit by applying formal software engineering processes to site projects. Many Web developers are still learning the lesson that the softwaredevelopment community learned 20 years ago: process pays. It pays in shorter schedules, better designs, and higher user satisfaction. more...

Macromedia FreeHand MX Part 5

This course build on the knowledge acquired in the previous courses in the Macromedia FreeHand MX curriculum. This course begins with an introduction to symbols. Participants learn to create symbols and how to export and import them. In the second lesson, the Styles panel is covered, as well as how to add and apply styles. Finally, participants learn how to import artwork. Home-users, end-users. more...

Introduction to Networking

...cimal binary and hexadecimal number conversion processes. Lesson 2 covers network fundamentals discussing important terminology used throughout the text and in the field. The highlight of this lesson is the Open Systems Interconnect (OSI) model. Lesson 3 discusses network devices by highlighting the important characteristics of repeaters hubs bridges switches routers and layer 3 switches. more...

Network Types

...lesson in this module provides a more in depth discussion of LAN technologies. First it defines how the Data Link Layer is divided into the Media Access Control (MAC) and Logical Link Control (LLC) sublayers. The International Electrical and Electronic Engineera s (IEEE) specifications for Ethernet Token and FDDI are briefly reviewed. The rest of the lesson is dedicated to Ethernet technology more...

Network Media

...Lesson 1 highlights the important points about unshielded twisted pair (UTP) and shielded twisted pair (STP) as well as the two types of coax cooper cable. It also discusses the properties of multimode and singlemode fiber optic cable. Then it reviews the various wireless options and details the IEEE 802.11 group of wireless transmission standards. Lesson 2 is focused on cabling a LAN with more...

Switching Fundamentals

...Lesson 1 discusses LAN transmissions and how they share the available network bandwidth. The lesson introduces the essential terms collision domain and broadcast domain which describe network access and device functionality. Bridging and switching is discussed in Lesson 2. Although different in how they operate both devices learn and store MAC address information to make filter and for-ward more...

IP Protocol Suite

...n the IP Protocol Suite (commonly referred to as TCP/IP). Lesson 1 provides an overview of Network Layer protocols including the Internet Protocol (IP) Address Resolution Protocol (ARP) Reverse Address Resolution Protocol (RARP) and Internetwork Message Control Protocol (ICMP). Lesson 2 identifies the Transport Layer components: Transmission Control Protocol (TCP) for connection-oriented more...

IP Addressing, Subnetting, and Routing

...resses and performing the steps necessary for subnetting. Lesson 1 provides a detailed look at IP address classes A B C and D. Also included in this lesson are updates about IPv6 a newer 128-bit IP addressing scheme and Classless Internet Domain Routing (CIDR). Lesson 2 will give you practice performing the calculations involved in subnetting. The last two lessons in this module describe how more...

WAN Technologies

This module reviews WAN technologies commonly found in small to medium-size networks. Lesson 1 discusses common telecommunications and WAN terminology. Lesson 2 identifies the characteristics of High-Level Data Link Control Protocol (HDLC) Point-to-Point Protocol (PPP) Integrated Services Digital Network (ISDN) frame relay xDSL Asynchronous Transfer Mode (ATM) and SONET. Lesson 3 discussed modem more...

Configuring and Operating Cisco IOS Devices

...work with Cisco equipment and the command line interface. Lesson 1 opens with the features from the Internetwork Operating System (IOS) found on most Cisco switch and router devices. It also discusses the general bootup process connecting to a device and gaining access to the command line through user EXEC and then privileged EXEC modes. The information in Lesson 2 is specific to Catalyst more...

Managing the Network Environment

...o manage a network with a number of different components. Lesson 1 discusses the Cisco proprietary protocol used to identify neighboring devices. Cisco Discovery Protocol (CDP) is topology and protocol independent and is an effective way to document network infrastructures. Lesson 2 highlights Telnet which is used to provide remote console connections to a network device for administration more...

Switch Technology

... discusses todaya s switching technology in more detail. Lesson 2 reviews the use of redundant network links and their potential for negative impact on a network. Lesson 3 defines how active loops are avoided with a mature but reliable Spanning Tree Protocol. In addition the lesson has up-to-date information about Rapid Spanning Tree and Multiple Spanning Tree Protocol. The last lesson more...

VLANs in Switched Networks

...ation administrative flexibility and network scalability. Lesson 1 provides an overview of VLAN technology available on both the Catalyst 1900 and 2950 series of switch products. New information has been included on the IEEE 802.1Q VLAN frame tag as well as multiple spanning tree instances. Lesson 2 defines how VLANs are configured and how port membership is assigned. Lesson 3 finishes with the more...

IP Routing

...ength subnet masks and route summarization (aggregation). Lesson 1 discusses the routing process along with static default and dynamic routes. The categories of dynamic routing protocols which include both link state and distance vector are reviewed in Lesson 2. Lesson 3 discusses the simple and reliable Router Information Protocol (RIP) which is still in use today in many small- to Medium-size more...

Managing IP Traffic With Access Lists

...be very powerful tools for securing and managing traffic. Lesson 1 is an overview that discusses the various types of access lists their assigned number range and how to apply them. Lesson 2 begins with a discussion of some important guidelines to keep in mind when creating access lists. It also outlines the commands used to create both standard and extended IP access lists. The lesson ends more...

Point to Point Serial Connections

This module is an overview of several WAN technologies and how they are utilized in small- to medium-size networks. Lesson 1 discusses common telecommunications and WAN terminology. Lesson 2 begins by reviewing serial connections and the High-Level Data Link Control Protocol (HDLC). This lesson then discusses Point-to-Point Protocol (PPP) an alternative that is replacing many HDLC serial more...

Frame Relay Connections

This module delves into frame relay a fast and reliable WAN transmission method. Frame relay technology is full of acronyms and Lesson 1 explains many of these terms. Lesson 2 provides an overview of the setup process and gives the students an opportunity to configure and verify a frame relay connection. more...

ISDN Communications

This module focuses on Integrated Services Digital Network (ISDN) and begins by defining this technologya s components and reference points in Lesson 1. Then the process of configuring and verifying ISDN Basic Rate Interface (BRI) and Primary Rate Interface (PRI) connections is explained. Lesson 2 shows another use for ISDN called a dial-on-demand routing (DDR).a This method provides low cost more...

Dynamic Site Technologies

Each lesson in this module presents a general overview of a technology that can make dynamic sites possible. Each of these technologies is a complex subject in its own right so this module provides only a broad description of what they can do. more...

Introduction to XML

This course is a fully interactive online course that will provide the applications knowledge of XML. Some of the topics covered in this course include an overview of XML including its origin, history and the basic fundamentals of the XML language and syntax. There is also a lesson dedicated to the structure of an XML document and the importance of namespaces associated with XML. more...

Linking with XML

Linking with XML begins with the general concept of linking to an advanced approach in multidirectional linking. The 4 lessons in this course begin with an overview of linking and moves to a thorough exposure to XLink from simple to extended links. The last lesson is dedicated to XPointer; an integral part of linking in XML. more...

XML Stylesheets

XML Stylesheets is the technology which displays XML Documents. Since XML does not define specific display properties; XSL (Extensible Style Language) is the mechanism generally used for displaying. XML Stylesheets focuses on XSL, a complex and powerful styling language. There are 2 lessons in this course; the first lesson is a general understanding of CSS (Cascading Style Sheets) folowed by a more...

SAP R/3 PP: Production Order

...d focuses on specific subjects of the process within each lesson. The learner will understand the interface between MRP and the production activity control. The course covers an overview of the master data of the production order administration and its display within SAP R/3. The course supplies also an understanding in more depth special possibilities within the production activity control. more...

SAP R/3 PP: Production Order Processing and Capacity Planning

The course SAP R/3 PP: Production Order Processing and Capacity Planning provides an understanding of the production order processing within SAP R/3 MRP (Material Requirement Planning). It takes the learner through a whole production process and focuses on specific subjects of the process within each lesson. The course covers the whole range of Production Order from creation to execution as well more...

MS Word 97

This course is easy to use whether you are a new or experienced user. Effectiveness is our number-one priority in developing our tutorials. Instructions are presented in easy to understand graphical formats instead of just on screen text; applications simulations offer realistic practice opportunities; and interactive exercises keep people engaged throughout the lesson. more...

This course is easy to use whether you are a new or experienced user. Effectiveness is our number-one priority in developing our tutorials. Instructions are presented in easy to understand graphical formats instead of just on-screen text: applications simulations offer realistic practice opportunities; and interactive exercises keep people engaged throughout the lesson. more...

MS Outlook 97

This course is easy to use whether you are a new or experienced user. Effectiveness is our number-one priority in developing our tutorials. Instructions are presented in easy to understand graphical formats instead of just on-screen text: applications simulations offer realistic practice opportunities; and interactive exercises keep people engaged throughout the lesson. more...

MS Outlook 97

This course is easy to use whether you are a new or experienced user. Effectiveness is our number-one priority in developing our tutorials. Instructions are presented in easy to understand graphical formats instead of just on-screen text: applications simulations offer realistic practice opportunities; and interactive exercises keep people engaged throughout the lesson. more...

MS Outlook 97

This course is easy to use whether you are a new or experienced user. Effectiveness is our number-one priority in developing our tutorials. Instructions are presented in easy to understand graphical formats instead of just on-screen text: applications simulations offer realistic practice opportunities; and interactive exercises keep people engaged throughout the lesson. more...

MS Outlook 97

Online Lesson eLearning Training

Lesson Training Seminars and Classes