Online Service eLearning - Training Resources

Take Control of IIS ...s how to install and configure Microsoft 2000 Web and FTP services. Do you need to set up a Web server for your home, small office, or corporation? This course shows, using a real-time, full-screen display, everything you need to do set up Web and FTP servers with the Microsoft 2000 or NT operating systems. All the procedures you need are shown just as you would perform them using your own  more...

Beginning Webmastering Techniques( with site design/management focus ) Moderately Technical--HTML, DOM, CSS, UI design/layout database issues. Topics Covered : Site design, Performance Tuning, Adding audio, video and simple add-ons and also a broad overview of other Webmastering areas of speciality. Prerequisite: Some programming experience is helpful. Familiarity with networking concepts will also be helpful. Software/Hardware Requirement : A student will need to  more...

Transitional Services: Part I Investigates some of the corrective and/or supportive service required to help a child with a disability benefit from special education.  more...

Transitional Services: Part II Investigates some of the corrective and/or supportive service required to help a child with a disability benefit from special education.  more...

Transitional Services: Part III Investigates some of the corrective and/or supportive service required to help a child with a disability benefit from special education.  more...

Transitional Services: Part IV Investigates some of the corrective and/or supportive service required to help a child with a disability benefit from special education.  more...

Transitional Services: Part V Investigates some of the corrective and/or supportive service required to help a child with a disability benefit from special education.  more...

An Introduction to Controlling Costs to Make Your Restaurant Profitable An overview course on how to manage costs associated with running food service facilities.  more...

Influence Your Customer to Take Action and Buy ...our customer what they want to know about your product or service can do for them, and then they `take` it from you in exchange for a price. Most often referred to as closing, you ask them to make a decision by suggesting they take action. According to the old school of selling, "getting action" is closing. But the word "closed" establishes an incorrect mind set for anyone who sells, since  more...

How to Ask The Right Questions To Maximize Influence And Minimize Objections ...irect your answers to show a customer how your product or service is the best fit for them. Your customer has previous buying experiences where he or she has formed doubts and concerns. Concerns orobjections are natural in sales. Be ready to recognize objections and allow them to be a way for you to demonstrate how what you have to offer can reduce or relieve the concern. Without questions you  more...

Cisco CCNA WAN Protocols HDLC, PPP ...services, Point-to-Point Protocol, SDLC, HDLC and DDR supported topologies. This course is one of twelve necessary to be able to pass the qualification exams to gain the IT industry certification Cisco Certified Network Associate. (CCNA) This unit introduces you to the various WAN services, such as Frame Relay, ISDN, and X.25. It explains the connection parameters provided by a service  more...

Dealing with Customer Complaints ... seek customer complaints, and learn appropriate customer service responses. You'll also learn a technique to help work through challenging customer service situations.The student will have access to this course for 1 year. This self-directed course can be completed within 90 days or sooner depending on time and learning capabilities of the student. This is not for a beginner. For PC use.  more...

Tour Operator Certificate - Instructor Led ...tion, air reservations, tour products, sales and customer service and air fares. The Tour Operator Certificate Program consists of seven individual courses (see course list below). Each course includes instruction, student-instructor interacation through email and message boards, assigments and a final exam. Courses require 20- 30 contact hours for completion and are self paced but individual  more...

Travel Agent Certificate Program - Instructor Led ...ucts, destination geography and travel sales and customer service. The Travel Agent Certificate Program consists of twelve individual courses (see course list below). Each course includes instruction, student-instructor interaction through email and message boards, assignments and a final exam. Courses require 20- 30 contact hours for completion and are self paced but individual courses must  more...

Success Strategies Training Program for Management & Leadership ...anization`s longevity and success. Whether you are in the service or production business, this course provides a proactive method of effective and efficient success coaching for managers and leaders. In this process, the success of organizational managers and leaders is designed to be incorporated in all organizational levels. Specific, proven strategies for success are gathered from some of  more...

Six Sigma Management and Leadership Training Program ...nd General Electric. Find out how Six Sigma is applied in service and product based companies to improve profits and customer satisfaction simultaneously. We will also provide an in depth analysis of Six Sigma strengths, weaknesses, opportunities and threats as we size it up among other popular management and leadership theories and methods. Readings will be posted on the LearningManagement  more...

Sales Through Service Skills ...Service Skills equips participants with a process and the communication skills to identify, meet and beat their customers expectations. It will help them through the sales through service process: first contact, explore customer needs, match the needs, close the deal and take the extra step. It will also help to analyze what the customer wants and needs by combining active listening and  more...

QuickBooks Pro 2000 Level 1 This introductory course takes the student through the basic accounting functionalities of QuickBooks Pro 2000. The course will also show basic QuickBooks users how to use Help features to assist them in answering their questions. This introductory course takes the student through the basic accounting functionalities of QuickBooks Pro 2000. The topics that will be discussed include creating a  more...

Providing Excellent Customer Service in a Multicultural Environment ...ve multicultural customers. Providing excellent customer service in a multicultural environment Serving diverse and multicultural customers is an exciting and challenging part of working in libraries today. But it also presents situations that may be new and unsettling for you. This course will help you begin to understand people with different cultural experiences and will give you some  more...

Professional Bar Management Mastery Level Certification ...sales promotions, hiring and training employees, customer service and all staff issues. Unlike long-term hospitality programs, this practical and effective course acts as a supplement, concentrating solely on the bar area. Simplified and easy to comprehend, you will not waste time learning useless information and you will be prepared to handle the physical, emotional and mental demands of  more...

Productivity Management & Leadership Success Training Program This course will teach you how to effectively and efficiently Improve Productivity, Organizational Morale and Quality simultaneously. In the 21st Century, and its global economy, the skills of Productivity Management and Leadership Success are vitally important to an organization's longevity and success. This course provides a proactive method of addressing issues of low employee morale, high  more...

Master Search Engine Optimization Competencies for Web Developer (MSEOC) This certification has been designed for individuals who have previously enrolled in any web-based search engine training courses or seek Certification based on your search engine training and experience alone. The Internet search engines continue to evolve and with it, the strategies for effective web site promotion and marketing. Search engine submissions when done by certified professionals  more...

MCSE 2000 & CCNA 2.0 CD-ROM Library (9 CD's) ...0 Network Infrastructure 70-217 Win 2000 Active Directory Service Infrastructure 70-219 Win 2000 DSI Design 70-220 Win 2000 Network Security Design 70-221 Win 2000 Network Infrastructure Design CCNA 2.0 Exam Coverage: Internetworking Technologies - 1 Internetworking Technologies - 2 Router Configuration Basics TCP/IP Addressing on CISCO Routers IP Routing Configuring IP Routers IPX, AppleTalk,  more...

Lockout Tagout How much is a hand, an eye, or even a life worth? We re sure that this is a question your company never wants to answer. Welcome to Lockout Tagout How much is a hand, an eye, or even a life worth? We?re sure that this is a question your company never wants to answer. Your employee may have used your equipment for years, doing the same thing every day, but one day something is different. The  more...

Legal Transcription Training ...s` offices, public utility companies, and community legal service programs. Earnings for this specialized skill is between $15 and $25 per hour. Contracting for Internet work is generally based on "piece work," by the line or page. Let`s give an example: You could earn 6 to 10 cents per line or $1.50 to $3 per page. Once proficient, you should be typing about 300 lines per hour x 8 cents. This  more...

Listening Skills for the Workplace ...rors, wasted time, an absence of teamwork, unsatisfactory service and misunderstandings at all levels. As the old saying goes, "It pays to listen." Yet, despite its importance, listening is often at the bottom of the hierarchy of communication skills taught at the work place. Most people have far more training in reading, writing, and speaking than they do in listening- even though all of us  more...

Management & Leadership Continuous Quality Improvement (CQI) Training Program ...anization's longevity and success. Whether you are in the service or production business, this course provides a proactive method of effective and efficient Continuous Quality Improvement (CQI). The CQI process takes into account the methodology of Total Quality Management (TQM) and incorporates it into a continuous process that is ever improving and evolving. Measuring customer satisfaction is  more...

Management & Leadership Decision Support Systems Training Program This course will teach you how to effectively and efficiently implement a system of management and leadership Decision Support and decision making. In the 21st Century, and its global economy, the skill of decision making is vitally important to an organization's longevity and success. This course provides a proactive method of effective and efficient decision making. The decision making process  more...

ISO 9001:2000 General Employee Training ...t/Market Whether its manufactures a product or provides a service Whether it is a business, a public administration, or a government department. The organization's scope of activity. If it wants to establish a rigorous QMS then ISO 9000 has the essential features which provide a solid base for any QMS. ISO 9000 is primarily concerned with "quality management". This means what the organization  more...

Information Technology Infrastructure Library (ITIL) ...ts, terms, benefits, and relationships within the core IT Service Management processes and functions, according to the Information Technology Infrastructure Library (ITIL) best practice framework. ITIL is becoming the standard of choice for many organizations in terms of operating IT practice as well as demanding ITIL certification for their employees. This course can be completed in as little  more...

How to Serve Your Customer This course looks at increasing customer service levels. This course explores how to create better customer service in a variety of atmospheres and locations. The course works for the beginning worker or management level.  more...

Grammar Mechanics Brush-up This is a 4 week refresher in the mechanics of English grammar. This course is an instructor-led course. Students are to submit their work directly to the instructor for review and applicable feedback commentary. The instructor for this course is Dezra Lehr-Guthrie. Ms. Lehr-Guthrie is freely accessible to her students via email at . This course will refresh your skills for college, on the job,  more...

HIPAA Privacy Training & Certification Program ... Act (HIPAA) has broad application for many health plans, service providers, and human resources professionals as these rules create significant limitations in the way that certain health information is maintained and transferred. HR professionals, including in-house HR personnel, consultants, advisors, service providers, and administrators need to learn the various requirements in order to  more...

Hotel Certificate Program - Instructor Led ...ncludes instruction in hotle products, sales and customer service and ground transportation. The Hotel Certificate Program consists of four individual courses (see course list below). Each course includes instruction, student-instructor interacation through email and message boards, assigments and a final exam. Courses require 20- 30 contact hours for completion and are self paced but  more...

Customer Service Certificate ... designed to help users create and maintain good customer services. Concepts covered include defining company-wide customer service and standards, strategies for effective communication, and effective problem resolution. This self-directed course can be completed within 90 days or sooner depending on time and learning capabilities of the student. Welcome to Customer Service Certificate This  more...

Customer Service for Bars and Restaurants-Online ...service is for a pleasant dining experience and bar owners know that excellent and friendly service are vital to repeat business. From this online course employees will learn sales techniques, in addition to hospitality skills. Bar and restaurant consultant, Kellie Nicholson, stresses the value of a smile and a kind word for greater tips and the return of loyal customers. Customer Service for  more...

Customer Service Plus ...and failure in today s business environment is customer service. In this course you ll learn the basics of customer service and how to consistently provide high-quality customer service. User is given 1 year access to this course. Customer Service Plus The difference between success and failure in today?s business environment is customer service. In this course you?ll learn the basics of  more...

Cruise Line Certificate Program - Instructor Led ...truction in cruise product, air reservations and customer service. The Cruise Line Certificate Program consists of six individual courses (see course list below). Each course includes instruction, student-instructor interacation through email and message boards, assigments and a final exam. Courses require 20- 30 contact hours for completion and are self paced but individual courses must be  more...

Complete Course in Professional Medical Transcription Using MIME Method of Instruction Professional Edition ...r in a multi-specialty clinic, hospital, or transcription service centre. This course uses a revolutionary and innovative new teaching process known as the MIME (Mentoring Interactive Modular Education) method of instruction, which provides students with an ever-present mentoring and instructive presence, as well as an extensive array of tools and resources to ensure they excel in their  more...

Build Your Own BIZ(tm) Comprehensive Certificate ...tudy modules in the areas of Business Operation, Customer Service, Finance, Sales and Marketing, and Human Resources. FREQUENTLY ASKED QUESTIONS What is Build Your Own BIZ?? Build Your Own BIZ? is a comprehensive Web site that provides small business owners with timely expert advice, actionable templates, and mission-critical insights to daily challenges in the following areas: Business  more...

Build Your Own BIZ(tm) - Customer Service Strategies ...ourse will help you understand the importance of customer service and help you define who your customers are, how to measure customer service, and determine the appropriate methods for obtaining customer feedback. You will receive as a bonus 1 year unlimited access to this course from the day of enrollment. If attempting to accelerate your learning (1-2 weeks or less), please pay special  more...

Build Your Own BIZ(tm) - Bootstrap Marketing ...u develop an effective plan for marketing your product or service. The class includes text and downloadable resources. Description of Course Bootstrap Marketing explores the following areas: Marketing basics Creating a marketing plan Defining your target audience Determining marketing channels (viral marketing, digital merchandising, trade shows, Internet marketing, E-mail marketing,  more...

Build Your Own BIZ(tm) - Branding and Beyond ...service apart from the competition and build value. You will receive as a bonus 1 year unlimited access to this course from the day of enrollment. If attempting to accelerate your learning (1-2 weeks or less), please pay special attention to key points so you may successfully apply the information gained from this course to your particular business situation. Build a Brand That Sets You Apart  more...

Build Your Own BIZ(tm) - Customer Service That Sells ...service culture that is dedicated to serving your customers. You will receive as a bonus 1 year unlimited access to this course from the day of enrollment. If attempting to accelerate your learning (1-2 weeks or less), please pay special attention to key points so you may successfully apply the information gained from this course to your particular business situation. Create a Culture of  more...

Bartending to the Max-Online ...f tending bar, this course emphasizes ethics and customer service, which is invaluable knowledge for anyone who works in a bar or restaurant. The class is extremely beneficial to bar owners, managers, waitresses and novice bartenders, also. Hollywood bartender Kellie Nicholson has condensed over twenty-five years of experience into a course that will give you the confidence to step behind a bar  more...

Bartending the Easy Way-Online ...ss will prepare you to be a great salesperson, a customer service expert and an honest and valuable employee, skills that will help you succeed throughout life. The lessons taught are extremely beneficial to managers, waitresses and novice bartenders, also. Bartending the Easy Way-Online For those who are serious about becoming a professional bartender, this course could be completed in 1-2  more...

Accelerate your Business Growth--Instructor-Led ...course, learn to grow your business with new products and services. Professor Don Sexton of Columbia University Business School will show you how -- with real-world examples and video tutorials. Students may complete this course within a reasonable period of time. Contact Hours give an indication of how much time is needed to take this class. As an extra added value, registered students will  more...

Accelerate your Business Growth--Self-Directed ...course, learn to grow your business with new products and services. Professor Don Sexton of Columbia University Business School will show you how -- with real-world examples and video tutorials.Students may complete this course within a reasonable period of time. Contact Hours give an indication of how much time is needed to take this class. As an extra added value, registered students will  more...

A+ 2003 Complete Bundle (90 days of online training for PC Technicians) This Online training provides a comprehensive study package designed to prepare a computer technician for CompTIA`s A+ 2003 Certification exam. The A+ 2003 Complete Bundle package features: +Prerequisite study material. +A prerequisite test to help gauge your level of preparation. +More than 28 hours of interactive, multimedia training. +More than 1,000 pages of printable reference material to  more...

Wordtracker Tutorial - Sneak past your competition with the right keywords! This tutorial will show you how to efficiently and effectively use the Wordtracker keyword search service to identify those keywords and keyword phrases that few websites are indexed for in the search engines. Optimizing your site for these keywords or phrases greatly increases your chance for ranking high in search engine results!  more...

Demanding Customers Demanding Customers The Demanding Customers course guides sales and service providers through a series of scenario based option paths. This will show the participant how to manage an angry customer, understand why a customer might be shy and help an undecided customer come to a decision. It will help to deal with a customer who isn?t right, but who is a customer, and who ? with skill ? will still  more...

Complaints And Angry Customers Complaints And Angry Customers The Complaints and Angry Customers course helps sales and service providers understand how to approach the more difficult and challenging situations they?ll encounter. It provides participants with a 6 step method for handling complaints, communication strategies for staying in control and for soothing feelings that are running high. And it equips participants with  more...

Dealing with Difficult Customers Course description -- Today's information-age customers are the most informed and demanding shoppers ever. For a service representative, meeting the demands of one of these savvy customers can be a customer service nightmare! Taking this course will wake you from the nightmare and show you how to calm angry customers and resolve their complaints while keeping your cool. IMPORTANT NOTE: INTERNET  more...

Telephone Skills for Quality Customer Service Course description -- Telephones are an everyday part of business and often aid in your customersa first impression of your company. This course identifies telephone skills needed to be successful and more professional. It provides strategies to enable you to give your callers the quality service they deserve. You will learn tips for handling the telephone, ways to manage the discussions, and  more...

Basics of Effective Selling Course description -- Selling is a complex and sophisticated process, but successful sales begin and end with the basic essentials. This course includes an overview of the selling process, and provides worksheets and checklists to take you from contact list through sales call and on to follow-up and referrals. There are tools for identifying the features and benefits of your product and service,  more...

Building Strong Customer Relationships Course description -- This course will help you get to know your customer as you use the tools that are provided to conduct customer audits and listen to customer feedback. There are techniques for developing a customer focus and gaining the commitment of all employees to excellent customer service. A company-wide customer friendly culture will be just one of the payoffs youa ll get from using  more...

How To Master Customer Service ...service personnel are the frontline in making your customers happy and developing your reputation as a quality company. The How to Master Customer Service bundle addresses three vital aspects of customer servicea developing a customer-oriented culture, using effective telephone skills for quality customer service, and dealing with those occasional, but very important, difficult customers.  more...

A Day 3 - Chapters 10-13 This course is designed to teach the computer technician the skills needed to pass the CompTIA A+ Certification tests. This third of a 4-part or day (i.e. "day" - a really full day - about 10 hours of training) course covers power supplies, power protection devices, and power chains; video cards and printers; modems, dialers, and dial-up networking; and Windows NT, including the registry, remote  more...

A Day 4 - Chapters 14-18 ...s needed to work with Windows 2000, including the alerter service, the Recovery Console, communications, and file protection. This section also explains networks and how to configure TCP/IP, share resources and drives in the different Windows operating systems, create paths, identify network components, and use the Internet. There are also sections on system maintenance, virus protection, and  more...

RMI and the Java Message Service To introduce distributed technologies and provide an overview of RMI and the Java Message Service (JMS)  more...

Java technologies for web services To outline the components and functions of Java web service technologies  more...

Understanding Your Customer ...service to a customer you know nothing about? You probably wouldn't succeed. The better you know your customer, the higher your chance for success. In this course, you'll learn about the first major component of the strategic account sales (SAS) approach: research. You'll start by learning about the key areas to research using the SAS approach and where to find business information sources  more...

Understanding Your Target Customer s Business ...service to a customer that you know nothing about. Do you think it would be an easy process? Probably not. The better you know your customer, the better your chances for success. In this course, you'll learn about the first major component of the territorial account sales (TAS) approach--research. You'll gain an understanding of the benefits of good research and how to gather information from  more...

Developing Applications that Use SQL Server Support Services recognize how to develop and deploy SQL Service Support solutions with Notification Services and Service Broker  more...

Completing Outbound Sales Calls You might have heard the saying, "it ain't over 'til it's over." This is especially true with inside sales calls. To be a successful inside sales consultant, you need to know how to keep your customer's attention all the way through the close of the sale. In this course, you will learn strategies for contacting the decision maker and for dealing with gatekeepers. You will learn the steps involved  more...

Elements of Marketing Strategy ...ed marketing strategy in order to get your new product or service approved. This course is designed to give you a strong start in developing your marketing vision, direction, and ultimately a plan. You'll get an overview of the key factors encompassing the broad scope of strategic marketing. You'll be able to discuss cost structures and their influence on your marketing strategy. The impact of  more...

Competitive Factors in Strategic Marketing ...service for your organization, or a major enhancement for an existing one. Now you've got to present the case to the decision-makers to go forward. What kinds of topics should you include in your strategic marketing plan? In this course you'll learn exactly what to consider as you develop and present your plan, including market data and competitor capabilities. Then you'll want to plan out the  more...

Writing a Marketing Plan Phase 1 This course will define the marketing plan, types of plans and outline the purposes for using a marketing plan. You will then get started on writing the plan by establishing objectives and working on introductory elements. Then, you'll complete a situational analysis that evaluates the overall market, industry, internal and competitive factors pertinent to your product or service. Finally, you'll  more...

Assessing Customer Behavior In the modern customer-centric business model, dealing with all customers in a positive and efficient manner is paramount. But this goal can become daunting to a TSA who has not developed the ability to identify various behavior types and apply appropriate techniques to deal with them in a way that builds a positive relationship between the customer and the company. This course instructs agents in  more...

Technical Support Agent Survival Skills Coping with stress is an everyday issue for the Technical Support Agent (TSA). The focus of this course is specifically directed to the situations that TSAs encounter. The course will help the TSA avoid burnout and manage job responsibilities by identifying the causes of stress, prevention methods, and time management skills.  more...

Industry Overview Federal Government ...Federal Government is the largest contractor and buyer of services and products in the U.S., spending over $200 billion annually. Regardless of what business you are in, chances are there is a government agency in need of your product or service. Winning a government contract can be challenging, and millions of dollars in potential contracts are lost to companies who do not understand  more...

The Telecommunications Industry Overview Version 2 ...l the while endeavoring to provide crucial, uninterrupted service to their customers. In an age of rapidly developing technology, this goal has become increasingly more difficult. The emergence of broadband and wireless technologies poses significant threats to carriers relying upon aging infrastructures and outdated marketing strategies. To survive, telecom carriers must consider a number of  more...

Developing Customer Satisfaction Surveys By the time most people have the chance to develop their first survey, they've seen so many that it seems like developing one will be a piece of cake. To an extent, they're right. Developing a GIGO (Garbage In/Garbage Out) survey is a no-brainer. Developing a survey that gets valid, reliable data, however, is both science and art.In this course, you'll learn to use the principles of survey design  more...

Customer Satisfaction Analysis and Implementation What you get out of a well-designed customer satisfaction survey will depend largely on the power of the analytical tools you apply to the data and the effectiveness of actions taken based on the resulting information. Although the analysis itself is best conducted by your statistical team, you'll be able to use survey results more effectively if you understand how key analytical tools are  more...

The Contact Center and the Technical Support Agent In the last few years, organizations have realized that it is easier to generate revenue from an existing customer base than to find new customers. Retaining customers has become paramount, and technical support has become a valuable resource. Driven by Customer Relationship Management (CRM) principles, this course explains how the role of the technical support agent (TSA) has changed as  more...

Technical Support Essentials ...support agents (TSAs) can't provide world-class technical service and support unless they understand contact center technology. They also need to understand the various elements and stages of a call--and what to do with the information gained. This course explains contact center technology and TSA activities. It covers the technology that links the TSA to the customer and to the resources  more...

Call Center Customer Service ...service representative? Maybe you are experiencing some feelings of anxiety, as do many novice agents. You may be concerned about dealing with customers' issues one-on-one. Fortunately, there is a comprehensive training course for people in your situation. This course will help you overcome reservations about customer service in a call center setting. This course for potential or new call  more...

Call Center Telephone Sales How many times have you attempted to get your point across over the phone, only for it to end up unsuccessful? Would you like to improve your conversational skills? When you take this course, you will learn how to save your and your customer's time. Learn which principles and techniques of selling, professional presentation approaches, and telemarketing laws apply to you. Using your time  more...

Customer Service Procedures ...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 accurate documentation, and how to handle  more...

Managing the Quality of the Customer Support Service Center ...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 management and how a support center can use them  more...

Management Tools and Metrics ...ecialist (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 expected to use when dealing with individual customers and participating in the overall operation of the Support Center. The  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...

Support Center Services 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.  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...

Interacting with the 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 communication problems, and how to use  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...

The Inbound Call Center ...n of cost-effective methods to provide customers with the service they demand. By ensuring that you have a good knowledge base of the inbound call center industry, you are establishing a sturdy framework for success. This course will provide you with the knowledge needed to identify customer care benefits resulting from key events in the history of call center technology; recognize the effect  more...

Inbound Call Center Management Leadership Did you know that your personality can greatly affect your leadership skills? Are you aware that even if you are a fabulous manager, you may not be an effective leader? As a call center manager, how can you motivate everyone, including senior management, to work together toward a common goal? As you progress through this "Inbound Call Center Management: Leadership" course, you will become aware  more...

Inbound Call Centers People Management ...er manager, you want to hire agents with special customer service "genes." Good call center agents do a better job on the telephone, are happier with their work, and genuinely enjoy helping customers. This course will help you staff your call center with the right people for the job. You'll learn how to select the best candidates, accommodate agent diversity, and become aware of union and  more...

Inbound Call Center Technology Today, the technology within the inbound call center is constantly changing and improving. How can you, as a call center manager, keep up with this advancing technology? Moreover, why should you? This course will explain the fundamentals of inbound call center technology, and explore ways current technology might evolve. It examines different methods of obtaining this technology, and outlines how  more...

Performance Metrics for an Inbound Call Center The call center environment typifies the active, fast pace of the business world. In this hectic environment, is there time to consider how things are being done? There should be. As the call center industry slowly transforms into a customer management industry, the impetus will be on call center managers to ensure customers receive the best service possible. But where do you look to analyze  more...

Excellence in Internal Customer Service ...competitive business climate, offering excellent customer service has never been so important. But what about taking a different approach? Has your organization tried looking inwardly to find the answers to offering great service? Organizations consist of an independent chain of individuals and functional units, each taking inputs from one another and turning them out into external customer  more...

Working with Internal Customers ...service lies at the heart of any successful business. However, you should not overlook the importance of meeting the needs and expectations of your fellow employees, your internal customers. By helping other people within your organization, you enable it to succeed. Great internal customer service improves people's morale, productivity, and external customer service, and ultimately makes your  more...

Overcoming Internal Customer Service Problems ...omers isn't always smooth sailing. When internal customer service does not go according to plan, problems occur, or communication breaks down, what can you do to get your plans back on track, and break down barriers? At times like these, you and your employees need to act swiftly and proactively to solve the problem, and regain the customer's trust. In this course, you'll learn the art of  more...

The Customer Service Agent in Action ...service agents (CSAs) working in nearly 80,000 call centers in the United States. Call centers are burgeoning in Europe and the Pacific Rim as well, and experts predict that the number of CSAs will grow by 20 percent each year. Worldwide, revenues for the call center industry could soon reach almost $60 billion. The magnitude of these numbers suggests the important role that customer service  more...

Professional Skills for Customer Service Agents ...service agent (CSA), the focus of your job is to solve customers' problems within a short amount of time. To do this, you have to understand the optimum methods for professionally processing a large volume of customers representing many different personality types. This can be a challenging task. You can successfully handle an agent's workload while satisfying customers by mastering a few vital  more...

Managing Challenges in Customer Service ...service agents (CSAs) handle dozens of customer calls. The calls may range from simple requests for product information to urgent demands for solutions to complex problems. The callers may range from quiet, logical, and professional in their manner to noisy, impatient, and infuriated. CSAs are expected to meet the challenges of handling all of these calls and customers with speed, skill,  more...

Cross-selling in a Customer Service Call ...ty is a key factor in customer call centers.As a customer service agent (CSA), you handle dozens of calls a day, effectively helping customers by providing efficient solutions. At the end of this positive interaction, it makes sense to recommend additional or better products that will further aid customers. Customer service agents have become a vital source of additional sales revenue for  more...

ITIL The Service Desk and Incident Management ...services to internal or external customers need to provide excellent services to increase the quality of, and the profits for, the organization. The IT infrastructure library (ITIL) can help organizations achieve these goals. At the same time, ITIL can help organizations to increase external and internal customer satisfaction.The delivery and support of IT services are divided into core  more...

ITIL Configuration and Release Management Organizations make substantial investments in their information technology infrastructures. That investment pays off only if the organization uses its information resources to increase productivity. Information technology planners and managers must understand how the components of the IT infrastructure interact if they want to eliminate waste and improve service to the users of the system. The  more...

ITIL Service Level and Capacity Management ...service can be a balancing act. For example, organizations must achieve and maintain a balance between the quality of IT service given and received in a manner that is both customer focused and cost effective. Simultaneously, organizations need to provide the required capacity for data processing and storage, at the right time and in a cost effective way.The delivery and support of IT services  more...

ITIL Problem and Change Management ...library (ITIL) is the most widely accepted approach to IT service management (ITSM), and it can help organizations set up rigorous processes to identify, classify, and resolve problems and errors, as well as identify and implement appropriate solutions.The delivery and support of IT services are divided into core processes within ITIL. This course covers two service support processes: problem  more...

ITIL Continuity and Availability Management ... to name a few. As businesses become more dependent on IT services, disasters such as these can disable or even ruin companies in the blink of an eye.The delivery and support of IT services are divided into core processes within the IT infrastructure library. This course covers two of the service delivery processes: IT service continuity management and availability management. IT service  more...

ITIL Financial and Security Management ...library (ITIL) is the most widely accepted approach to IT service management (ITSM), and it can help IT organizations set up rigorous processes to aid in their efforts to become and remain solvent and to keep their systems secure. The delivery and support of IT services are divided into core processes within ITIL. This course covers a service delivery process--financial management--and a  more...

ITIL V3 - ITIL and the Service Lifecycle ...services to internal or external customers need to provide excellent services to enhance value to the organization. The IT Infrastructure Library (ITIL) can help organizations achieve these goals and increase external and internal customer satisfaction. To be successful, an organization needs to have the capabilities to manage these services and good practices to ensure these capabilities are  more...

ITIL V3 - Service Strategy Fundamentals IT organizations face a variety of challenges to maintain a strategic advantage over their competitors. Within IT Infrastructure Library (ITIL), Service Strategy is a phase of the Service Lifecycle that helps IT organizations create value for their organizations through their service assets. This course examines how value is created through service assets, and how these service assets can perform  more...

ITIL V3 - Service Strategy Processes In order to decide the best path for an IT service organization to grow, service providers need to develop a strategy to maintain an advantage over their competitors. This course details the processes that affect Service Strategy.  more...

ITIL V3 - Service Design Fundamentals IT organizations must design their services according to their business objectives, thereby aligning those services with their business needs. Within ITIL, Service Design is a phase of the Service Lifecycle that helps IT organizations create the design specifications to provide these IT services.  more...

ITIL V3 - Service Design Processes IT organizations require information to create the design specifications necessary to provide IT services to their customers. Service Design processes are important because they provide organizations with information that will affect their decisions on designing solutions for new or changed services. This course is intended to introduce learners to the Service Design processes.  more...

ITIL V3 - Service Transition Processes and Principles IT organizations need to transition their service designs into operations. Service Transition processes are important to provide companies with information to ensure that their service design solutions will achieve their expectations. This course will help learners understand Service Transition processes.  more...

ITIL V3 - Service Operation Principles and Functions ...service operations according to their business objectives, so that their services are aligned with their business needs. Within the IT Infrastructure Library (ITIL), Service Operation is a phase of the Service Lifecycle that helps IT organizations manage their daily operations to provide these IT services. This course is intended to help learners understand Service Operation with the Service  more...

ITIL V3 - Service Operation Processes IT organizations need to ensure that their services are operating properly. Service Operation processes are important because they enable organizations to correctly perform, manage, and control their day-to-day operations. This course is intended to help learners understand the Service Operation processes within the ITIL Service Lifecycle.  more...

ITIL V3 - Continual Service Improvement Fundamentals ...service improvement continually throughout the lifecycle of every service they provide to their customers. Within ITIL, Continual Service Improvement (CSI) is a phase of the Service Lifecycle that provides IT organizations the tools and processes necessary to continually improve their services. This course is intended to help learners understand how CSI will improve the services they offer  more...

Identifying Your Customers Expectations ...fluence on how your company, its employees, 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  more...

Using Surveys to Measure Customer Satisfaction ...l 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 give you the tools to do  more...

Bridge the Expectations Gap ...om 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 advertising is making promises that your employees can't keep, no matter how hard they try. Directed towards "the usual suspects" in this way, you can make some basic  more...

Leading a Customer-focused Team ...service is in the hands of the people who deliver it. As their leader it's your responsibility to give them the direction, resources, and support they need to succeed.This course shows you how to work with them to create a customer-focused environment that fulfills customers' expectations while still achieving corporate goals. The first lesson explains how to work together to set the parameters  more...

Discovering What Your Customers Want The data are in, and there's no doubt about it: The return on customer loyalty goes directly to your company's bottom line. Too often, however, organizations seeking to improve customer satisfaction and loyalty begin with a survey. To build a successful customer satisfaction system, you have to begin with the basics.When customer satisfaction programs begin with a survey, and not a plan, the  more...

Advancing Service Expertise ...rant, or be doted on at a five star resort. But five star service extends beyond our personal entertainment. A certain degree of pampering is key to achieving customer loyalty, and this course shows us how to make "five star attitude" an integral part of our service commitment. These lessons are designed to foster awareness and new skills that deepen our customer service expertise. Gain  more...

Customers Confrontation and Conflict ...ES Not knowing how to handle one It's challenging to stay service-minded when the person you are dealing with is being "difficult." This course will give you the perspective to effectively cope with customer conflict, and sound methods to deal with all types of potentially confrontational situations. You'll be able to identify elements of emotional response that interfere with good customer  more...

Overcoming Difficult Service Situations ... even the most challenging situations is part of customer service. This course is designed to give you the means to hang in there when the going gets especially tough. Recognition of the warning signals is an important first step. Then you'll practice strategies that de-escalate confrontational clients. Admitting mistakes is an easy concept, but for most people, it's not so easy to do. This  more...

The EXCEL Acronym Instilling Service Excellence ...service commitment, it's helpful to have an easy way to remember additional concepts that can make you a service superstar. Since the goal is customer service excellence, this course uses the word E-X-C-E-L as an acronym for five important behaviors that impact the service mindset. It might surprise you, but seeking help and knowing where to find it can improve your service abilities. That's  more...

Service Teams and Service Stars ... move you to the level of stardom in the area of customer service. In profiling the highest achievers, you will grasp the meaning of leadership, the importance of long-term focus, and the secrets to making your customers more memorable. In this course you will also explore the importance of being a little "self-serving." You are much better caretakers if you practice taking care of yourself.  more...

The Call Center Industry When people pick up a phone and hear someone greeting them from the XYZ Company, they put little thought into the people, process, or technology behind the phone call. To them, the person on the phone is just a voice on the other end of the line. This course will examine all of the aspects of a call center. In order to facilitate this examination, this course has been broken down into three parts:  more...

Call Center Communication Skills ...ls are very important for a successful career in customer service and sales. This is especially true in a call center environment. Call centers can be high pressure, fast-paced environments where you may have to deal with hundreds of people in one day. That is why it is so important to fine tune your communication skills. This course will examine handling different personalities, questioning  more...

The Customer s Voice Ralph Waldo Emerson once wrote, "Make yourself necessary to somebody." In today's competitive marketplace, it's important to make yourself and your company necessary to a lot of "somebodys". Those somebodys are your customers. This course provides the tools to learn all that you can about your customers. The focus is on recognizing and ultimately anticipating customer expectations. There are any  more...

Making Telephone Calls Count ...zens, you have the power to make every call count. Is the service you deliver to your customers over the telephone merely satisfactory, or is it superior? When challenges present themselves, how well do you handle yourself? What do your actions say about your company? You may think telephone interactions are all simple and straightforward. The customer talks. You listen. But how well do you  more...

The Client-Consultant Relationship Getting to know your clients and their needs are the vital first steps to establishing productive working relationships. Understanding more about their organizations and what they expect from you will be essential if you are to provide a high-quality service that will excite them. You will also need to know how to recognize all the stakeholders and the real decision makers within an organization,  more...

Corporate Culture Building the Service Foundation ...foundation." That's why the first course in this Customer Service series focuses on building the foundation of good service. The buzz term is "Corporate Culture." It's not some rare disease, but your workplace "culture" can be positively or negatively infectious as it relates to customer service. In this course, you'll get the basics about corporate culture, and how it impacts service. You'll  more...

The Fundamentals of Exceptional Customer Service You've seen the ad campaigns that boast, "Customer satisfaction guaranteed." But in today's marketplace, satisfaction isn't enough. This course is designed to take your goals beyond merely satisfying the customer to creating customer loyalty. The training takes aim at outdated modes of thinking, and establishes the building blocks for a service mentality that increases customer commitment, not to  more...

WSE Implementation with C 2005 To identify how to enable Web Services Enhancements (WSE) in web service applications, implement filters and policies, and implement key aspects of WSE messaging and routing  more...

Customer Relationship Management - Fundamentals of CRM Customer Relationship Management: Fundamentals of CRM introduces the student to the benefits of creating customer loyalty, developing a market intelligence enterprise, and incorporating customer relationship management into your company. The program also details the three steps a company can take to create customer loyalty, the four marketing tiers, the four types of CRM, and the four steps of the  more...

Customer Relationship Management - Implementing CRM Customer Relationship Management: Implementing CRM introduces the student to the goals of CRM, the costs of CRM, and ways to modify operations costs to become customer focused. The program also details CRM pre-implementation strategies, the CRM implementation process, and tactics used to test CRM.  more...

Customer Relationship Management - eCRM Customer Relationship Management: eCRM introduces the students to managing customer relationships over the Internet. The program details the characteristics of eCRM, how departments can use eCRM to automate processes, and how to customize eCRM interfaces for each type of eCRM user.  more...

Building and Using Web Services To demonstrate how to build and use a .NET web service  more...

Building Web Services and Web Service Clients with Microsoft NET To demonstrate how to build a web service and web service clients in .NET  more...

Visual Basic 2005 Threading Service Processing and Application Domains To recognize how threading, service processing, and application domains facilitate background system operations, and to implement them in Visual Basic applications  more...

Windows 2000 - Network Design Routing Technologies To provide an overview of IP routing, multicasting, and Demand-Dial Routing in Windows 2000, and to analyze requirements and design an implementation/monitoring strategy for each service  more...

Windows 2000 - Network Design Remote Connectivity To provide an overview of security and connection sharing in Windows 2000, and to analyze requirements and design an implementation/monitoring strategy for each service  more...

Introduction to Clustering in a Microsoft Windows 2000 Environment To enable the student to plan, install, and configure a cluster  more...

Cluster Administration and Resource Management in Microsoft Windows 2000 To enable students to administer the cluster using the cluster administration tools  more...

Performing Quality Assurance and Control ...quality as "the characteristics of a process, product, or service that bear on its ability to satisfy stated or implied needs." The quality of a project has to be built into each step of a project--every process, every procedure, and every deliverable. Project managers employ two sets of processes to manage the quality of projects: quality assurance and quality control. The Perform Quality  more...

WSE Implementation with Visual Basic 2005 To identify how to enable Web Services Enhancements (WSE) in web service applications, implement filters and policies, and implement key aspects of WSE messaging and routing  more...

Emerging Web Service Standards To understand the roles and implementation approaches implemented by various emerging web services  more...

Web Services and Service-oriented Architecture To understand the concepts underpinning web services  more...

Building Web Services and Web-Service Clients with Microsoft NET To build a web service and web-service clients in .NET  more...

Oracle Application Server 10g DAS and SSO To demonstrate how to manage users and groups with Delegated Administration Service (DAS) and administer the Single Sign-On feature of OracleAS  more...

SQL Server 2005 Messaging and Querying Tools To implement Service Broker components and use full-text search in SQL Server 2005  more...

Refining and Documenting Requirements ...ow to refine user and functional requirements, quality of service requirements, assumptions, and constraints for analysis. It will also look at the attributes that can be assigned to requirements, the different types of requirements documents available, and the processes of validating and verifying requirements. This course is aligned with the International Institute of Business Analysis  more...

C 2005 Threading Service Processing and Application Domains To recognize how threading, service processing, and application domains facilitate background system operations, and to implement them in Visual Basic applications  more...

Configuring Microsoft Office SharePoint Server 2007 Business Forms To deploy Office Forms Server 2007, and configure and manage data connection files, Web Service proxy, and form templates  more...

Linux Filesystem Management and File Sharing To describe techniques for managing the Linux filesystem and configuring file and service sharing  more...

Introduction to Six Sigma When launching General Electric's quality effort in 1995, Jack Welch, the then chairman and legendary champion for the cause of Six Sigma, strongly encouraged his chief employees to become "passionate lunatics" about Six Sigma. Welch's adoption of Six Sigma, and General Electric's ensuing success, greatly contributed to Six Sigma's recognition as a powerful method for business improvement in  more...

Six Sigma Listening to the Voice of the Customer "Let the buyer beware." That old business maxim of caveat emptor once struck fear in the hearts of many wary consumers. Now there's a new reality: Competition for consumer attention is intense across all industries and markets, so now it's the company itself which is being admonished to beware. That means businesses should be looking for the best way to gauge what its customers really need and  more...

Six Sigma and the Voice of the Customer ... to customers' actual, as opposed to assumed, product and service needs and desires. This course, Six Sigma and the Voice of the Customer, is a guide to understanding VOC and Six Sigma's strategies for identifying customers and collecting customer data. In Lesson One, you'll learn about different customer types and prioritizing those customers. In Lesson Two, you'll learn about customer data  more...

Scoping the Six Sigma Project ...ons, identifying projects that will truly impact customer service while also improving the bottom line can be challenging. When pressure mounts, it's tempting to act too quickly and possibly solve the wrong problem. In this course, you'll learn what a Six Sigma team should focus on, and more importantly, what the team should avoid in order to make Six Sigma projects successful. You'll learn to  more...

A New Manager and the Company s Future Perhaps one of the most exciting and challenging changes that comes with moving into a management role is the need to take a more strategic view of the work you are doing. You need to develop a greater awareness of how your own work, and the work of those in your department, fits with the strategic vision of the company. You will also need to have a greater understanding of the impact that the  more...

Cluster Maintenance and Troubleshooting in Microsoft Windows 2000 To explain how to perform maintenance on the cluster, troubleshoot cluster resources, and implement disaster recovery methods  more...

Supply Chain Management Using Models This course provides the learner with an understanding of efficiency and cost savings strategies, utilizing collaboration and technology to maximize the effect of supply chain processing, and product design and product life cycle management as elements of the improvement effort. In addition to, performance measures and metrics, and models for improving all major processes within a supply chain.  more...

CIW Security Professional Network Security Firewalls ...ment a security model. Identify guidelines for securing services. Identify guidelines to secure Web servers. Identify functions of firewalls. Identify rules for packet filtering. Identify the features of types of proxy servers. Identify proactive techniques for detecting hackers. Identify techniques for distracting hackers. Identify guidelines for responding to a hacker attack.  more...

Directory Technologies Part 2 NDS eDirectory ...sses the relationship between NDS eDirectory and the Full Service Directory model. Learn To • Understand the concept of NDS eDirectory 8.5. • Understand how to install NDS eDirectory 8.5 on NetWare 5.0, Windows 2000, and Linux operating systems. • Identify the tasks involved in configuring and managing NDS eDirectory 8.5. • Identify the ways to troubleshoot NDS  more...

Directory Technologies Part 1 Directory Server Model ...solutions and the X.500 standard. It also covers the Full Service Directory Model (FSDM), and the role of LDAP in accessing directories. Finally, it describes Netscape Directory Server Technology. Learn To: o Identify the fundamental concepts of Directory services, which include the X.500 Directory standard and the FSD model. o Understand the LDAP fundamentals. o Understand the  more...

Oracle9i Database Admin Set Up Oracle Net Services ...e covers the architecture and configuration of Oracle Net Services. It details client-server and web implementations, in addition to additional features such as Dynamic Service Registration and the use of the Oracle Names Server as an LDAP Proxy. This course also discusses the configuration of the Oracle Shared Server and Oracle Names Server. Learn To • Sequence the steps required for  more...

BizTalk Server 2000 Part 5 Secruity Optimization ...group. • Identify features of logon properties and service accounts in the Microsoft BizTalk Server 2000 environment. • Identify the advantages of using server groups for Microsoft BizTalk Server 2000. • Match configurable server settings with their functions. • Match the server group property settings with their functions. Audience The audience for this  more...

ISA Server 2000 Part 1 Setup Access Policies ...e knowledge of outbound access methods for typical client services and applications, such as Web access, e-mail, Telnet, FTP, virtual private networking (VPN), desktop management, and access control policies. This course is mapped to MCSE certification and covers exam number 70-227. Content Emphasis Informational Deployment Options Internet / Intranet, Download, LAN, Workstation  more...

ASP NET Part 3 Web Services Web Apps ...s the final course in a three part series that covers Web services and enhancing the functionality of Web applications by using ASP.NET. The learner will be introduced to the concept of Web services, learn to call and use a Web service and to create a Web service using Microsoft Visual Basic. Topics also covered are enhancing Web application functionality, technologies such as state  more...

ASP NET Part 3 Web Services Web Apps ...s the final course in a three part series that covers Web services and enhancing the functionality of Web applications by using ASP.NET. The learner will be introduced to the concept of Web services, learn to call and use a Web service and to create a Web service using Microsoft Visual Basic. Topics also covered are enhancing Web application functionality, technologies such as state  more...

Enterprise Connectivity with J2EE V1 4 Web Services Patterns ...onnectivity. Learn To: Identify features of Web services. Identify benefits of service-oriented architecture (SOA). Identify features of Simple Object Access Protocol (SOAP). Identify features of J2EE patterns. Match J2EE patterns with their descriptions. Identify features of the Session Facade pattern. Audience: Experience with the Windows 2000/XP interface, basic PC  more...

Enterprise Connectivity with J2EE V1 4 Web Services Patterns ...onnectivity. Learn To: Identify features of Web services. Identify benefits of service-oriented architecture (SOA). Identify features of Simple Object Access Protocol (SOAP). Identify features of J2EE patterns. Match J2EE patterns with their descriptions. Identify features of the Session Facade pattern. Audience: Experience with the Windows 2000/XP interface, basic PC  more...

CIW E-Commerce Designer Part 4 Site Implementation Course Overview The aim of this course is to help prepare students for the CIW: E-Commerce Designer exam. This course presents students with both theoretical and practical instruction on E-Commerce site implementation. The instruction can be divided into two main parts: Site Creation Methods and Site Development. Learn To Identify the features of independent online storefront creation  more...

CIW E-Commerce Designer Part 3 Site Usability ...e divided into three main parts: Site Usability, Consumer Service Methods, and Site Management. Learn To Identify the reasons for considering usability in Web site design. Identify ways to allow customers to search for products or services. Identify the features of a Web site that inform the customer about a product. Identify the benefits of e-service. Identify the guidelines for  more...

CIW E-Commerce Designer Part 2 Product Marketing ...ng can achieve. Identify ways to provide online customer service. Match the types of online promotion with their features. Identify categories of Web sites that are defined by marketing activities. Identify the features of banner ads. Audience Candidates for this exam design and implement commerce-driven Web sites, identify customer needs, monitor customer usage patterns, determine  more...

CIW E-Commerce Designer Part 1 Foundations Course Overview The aim of this course is to help prepare students for the CIW: E-Commerce Designer exam. This course presents students with both theoretical and practical instruction on E-Commerce Designer foundations. The instruction can be divided into three main parts: E-Commerce Foundations, B2B Frameworks and Law and the Internet. Learn To Identify the factors that drive  more...

Exchange 2000 Infrastructure Design--Part 2 ...aboration components. Identify the key features of Chat Service. Identify the key features of the Instant Messaging service. Identify the guidelines for determining when to use public folders. Identify the key features of multiple public folder trees Identify the functions and features of full-text indexing. C ontent Emphasis Conceptual A udience Candidates for this  more...

Exchange 2000 Server--Part 3 Administering ...indows 2000 training, including the Designing a Directory Services Infrastructure series, prior to beginning this course. T otal Learning Time 6 - 8 Hour(s) Course Contents Unit 1: Exchange 2000 Server: Administration Duration: 2 - 3 Hour(s) Identify the features of the Microsoft Management Console (MMC). Identify the features of the Active Directory Users and Computers.  more...

Exchange 2000 Server--Part 2 Configuring ...hat enhance the flexibility and efficiency of your backup service. Add a storage group to a server. Identify the features of public folders. Identify the features of an Installable File System (IFS). Identify the features of full-text indexing. Identify the features of Exchange 2000 Server that support multiple public folder trees. Create a public folder tree. Add a public folder store.  more...

Designing Cisco Network Service Architectures Part 5 ... Identify guidelines for implementing intelligent network services to support storage networking. Audience: Learners preparing to take exam Designing Cisco Network Service Architectures ARCH v1.0 (642-871). This CCDP exam is the final step necessary to achieve the status of Cisco Certified Design Professional (CCDP). It also affirms possession of some of the skills needed to achieve the  more...

Designing Cisco Network Service Architectures Part 4 ... Learners preparing to take exam Designing Cisco Network Service Architectures ARCH v1.0 (642-871). This CCDP exam is the final step necessary to achieve the status of Cisco Certified Design Professional (CCDP). It also affirms possession of some of the skills needed to achieve the status of Cisco Certified Internetwork Expert (CCIE). It is recommended that students have Cisco Certified  more...

Designing Cisco Network Service Architectures Part 3 ...by this course are: designing QoS, designing IP multicast services, and designing Virtual Private Networks. Case Studies support the instruction in each of these areas. Learn To: Identify features of network security policies. Identify the steps involved in the network security process. Identify elements of a Cisco security solution. Identify features and functions of a firewall  more...

Designing Cisco Network Service Architectures Part 2 ...services is covered in the first unit. The course then covers in detail designing for high availability and designing security services. The instruction is supported with case studies in each of the areas of instruction. Learn To: Identify features of network management. Identify features of the CiscoWorks network management solution. Identify features and functions of management  more...

Designing Cisco Network Service Architectures Part 1 ... Learners preparing to take exam Designing Cisco Network Service Architectures ARCH v1.0 (642-871). This CCDP exam is the final step necessary to achieve the status of Cisco Certified Design Professional (CCDP). It also affirms possession of some of the skills needed to achieve the status of Cisco Certified Internetwork Expert (CCIE). It is recommended that students have Cisco Certified  more...

Designing Cisco Network Service Architectures Curriculum ...Service Architectures Curriculum includes the following courses: Designing Cisco Network Service Architectures: Part 1 Designing Cisco Network Service Architectures: Part 2 Designing Cisco Network Service Architectures: Part 3 Designing Cisco Network Service Architectures: Part 4 Designing Cisco Network Service Architectures: Part 5 To review individual course descriptions, please  more...

Windows 2000 Network Infrastructure Admin --Part 5 Enterprise Mgmt ...nnection Sharing (ICS) and configure the applications and services for ICS; install and configure RIS and Terminal Services; and remotely configure options for the RIS clients on the server and configure the Terminal client. L earn To: Identify the components of Network Address Translation (NAT) and the procedures for adding the NAT protocol. Add an interface to Network Address  more...

Windows 2000 Network Infrastructure Admin --Part 5 Enterprise Mgmt ...nnection Sharing (ICS) and configure the applications and services for ICS; install and configure RIS and Terminal Services; and remotely configure options for the RIS clients on the server and configure the Terminal client. L earn To: Identify the components of Network Address Translation (NAT) and the procedures for adding the NAT protocol. Add an interface to Network Address  more...

Windows 2000 Network Infrastructure Admin --Part 3 IP Routing ...d configure Windows 2000 network protocols and Quality of Service (QoS) Admission Control, and manage network traffic. Identify the features of IP routing protocols. Install, configure, troubleshoot, and manage IP routing protocols. Update Windows 2000-based IP routing tables, implement demand-dial routing, and manage and monitor IP routing. C ontent Emphasis Skills-Based A  more...

Windows 2000 Network Infrastructure Admin --Part 3 IP Routing ...d configure Windows 2000 network protocols and Quality of Service (QoS) Admission Control, and manage network traffic. Identify the features of IP routing protocols. Install, configure, troubleshoot, and manage IP routing protocols. Update Windows 2000-based IP routing tables, implement demand-dial routing, and manage and monitor IP routing. C ontent Emphasis Skills-Based A  more...

Windows 2000 Network Infrastructure Admin --Part 2 Remote Access ...Remote Access console. Unit 2: Managing Remote Access Service Duration: 3 - 4 Hour(s) Match remote access administrative tasks with the scenarios in which they need to be performed. Add a remote access server to an existing network by using the Routing and Remote Access console. Disconnect a remote access client by using the Routing and Remote Access console. Send a message from a  more...

Windows 2000 Network Infrastructure Admin --Part 2 Remote Access ...Remote Access console. Unit 2: Managing Remote Access Service Duration: 3 - 4 Hour(s) Match remote access administrative tasks with the scenarios in which they need to be performed. Add a remote access server to an existing network by using the Routing and Remote Access console. Disconnect a remote access client by using the Routing and Remote Access console. Send a message from a  more...

Windows 2000 Network Infrastructure Admin --Part 1 DHCP DNS WINS ... 6 - 8 Hour(s) Course Contents Unit 1: Networking Services: DHCP Duration: 2 - 3 Hour(s) Identify the messages generated at the various stages of the DHCP lease generation process. Install DHCP on a computer by using the Windows Components Wizard. Create a scope on a DHCP server. Remove a scope from a DHCP server. Create a superscope on a DHCP server. Remove a superscope  more...

Windows 2000 Network Infrastructure Admin --Part 1 DHCP DNS WINS ... 6 - 8 Hour(s) Course Contents Unit 1: Networking Services: DHCP Duration: 2 - 3 Hour(s) Identify the messages generated at the various stages of the DHCP lease generation process. Install DHCP on a computer by using the Windows Components Wizard. Create a scope on a DHCP server. Remove a scope from a DHCP server. Create a superscope on a DHCP server. Remove a superscope  more...

Windows 2000 Installation Config Admin --Part 5 Network Imp ...he features of WINS; identify and install the DHCP Server service, create DHCP scope, configure DNS and WINS; create dial-up connections to the Internet and remote computers, and connect computers by using a VPN connection; and install, configure and troubleshoot Connection Sharing and access shared resources on a network. L earn To: Identify the network protocols in Windows 2000,  more...

Windows 2000 Installation Config Admin --Part 5 Network Imp ...he features of WINS; identify and install the DHCP Server service, create DHCP scope, configure DNS and WINS; create dial-up connections to the Internet and remote computers, and connect computers by using a VPN connection; and install, configure and troubleshoot Connection Sharing and access shared resources on a network. L earn To: Identify the network protocols in Windows 2000,  more...

Windows 2000 Installation Config Admin --Part 4 Enterprise Admin ...statements that can be used to troubleshoot accessibility service problems. Procedural Steps: Most of the accessibility service problem Configure desktop settings by using Control Panel. Identify the diagnostic steps that can be used to determine the cause of a display problem. Identify the uses of Windows Installer. Identify the functions of the components of the Windows Installer  more...

Windows 2000 Installation Config Admin --Part 4 Enterprise Admin ...statements that can be used to troubleshoot accessibility service problems. Procedural Steps: Most of the accessibility service problem Configure desktop settings by using Control Panel. Identify the diagnostic steps that can be used to determine the cause of a display problem. Identify the uses of Windows Installer. Identify the functions of the components of the Windows Installer  more...

Windows 2000 Install Config Admin --Part 2 File Sys Hardware Config ...n in Control Panel. Sequence the steps performed by card services in smart card authentication. Configure the Kerberos V5 service by setting recovery options using the Services icon in Administrative Tools. Match the problems with the actions to be taken to troubleshoot a PCMCIA adapter. Match the icons with the corresponding status of devices. Troubleshoot an I/O device by changing the  more...

Windows 2000 Installation Config Admin --Part 1 Installation ...installation of Windows 2000 by using Remote Installation Services, the System Preparation tool, and troubleshoot a failed installation. L earn To: Identify the Windows 2000 operating systems and their features. Identify the activities to be completed before installing Windows 2000. Identify and perform attended installation of Windows 2000 Professional and Windows 2000 Server.  more...

Windows 2000 Upgrading from Windows NT 4 0--Part 2 ...y using the WINS console. Configure the Windows 2000 DNS service by using the DNS console. Unit 3: Domain Upgrade: Administration Duration: 2 Hour(s) Match the types of security groups in Windows 2000 with their features. Create a group policy for a group by using the Active Directory Users and Computers console. Implement a group policy by using the Active Directory Users and  more...

Windows 2000 Designing a Network Infrastructure--Part 4 Implementation ...propriate strategies for managing and optimizing the DHCP service to meet various business requirements. o Identify and analyze appropriate strategies for managing and optimizing WINS to meet various business requirements. o Identify and analyze appropriate strategies for managing and optimizing the DNS service to meet various business requirements. o Identify and analyze appropriate  more...

Windows 2000 Designing a Network Infrastructure--Part 4 Implementation ...propriate strategies for managing and optimizing the DHCP service to meet various business requirements. o Identify and analyze appropriate strategies for managing and optimizing WINS to meet various business requirements. o Identify and analyze appropriate strategies for managing and optimizing the DNS service to meet various business requirements. o Identify and analyze appropriate  more...

Windows 2000 Designing a Network Infrastructure--Part 3 WANS ...tunity to learn how to design a Routing and Remote Access Service (RRAS) network, Remote Authentication Dial-In User Service (RADIUS) network, IP routing network and Windows 2000 multicast support. Participants will also learn how to implement and configure demand-dial routing and a Virtual Private Network (VPN). L earn To: Identify how to design a Routing and Remote Access Service  more...

Windows 2000 Designing a Network Infrastructure--Part 3 WANS ...tunity to learn how to design a Routing and Remote Access Service (RRAS) network, Remote Authentication Dial-In User Service (RADIUS) network, IP routing network and Windows 2000 multicast support. Participants will also learn how to implement and configure demand-dial routing and a Virtual Private Network (VPN). L earn To: Identify how to design a Routing and Remote Access Service  more...

Windows 2000 Designing a Network Infrastructure--Part 2 Remote Access ...sign a network strategy using a Routing and Remote Access Service (RRAS), Remote Authentication Dial-In User Service (RADIUS), and Connection Manager. Participants will also learn how to design a network strategy using Network Address Translation (NAT) and Internet Connection Sharing (ICS). L earn To: Design a network strategy by using RRAS, RADIUS, and Connection Manager. Design a  more...

Windows 2000 Designing a Network Infrastructure--Part 2 Remote Access ...sign a network strategy using a Routing and Remote Access Service (RRAS), Remote Authentication Dial-In User Service (RADIUS), and Connection Manager. Participants will also learn how to design a network strategy using Network Address Translation (NAT) and Internet Connection Sharing (ICS). L earn To: Design a network strategy by using RRAS, RADIUS, and Connection Manager. Design a  more...

Windows 2000 Designing a Network Infrastructure--Part 1 TCP IP Addressing ...re strategy to implement TCP/IP, DHCP and name resolution services on a network and a multiprotocol strategy using the protocols IPX/SPX and SNA. L earn To: Develop a TCP/IP implementation strategy that achieves specified TCP/IP business goals. Develop DNS and WINS implementation strategies to achieve DNS and WINS FSAP business goals. Identify the features and guidelines used to  more...

Windows 2000 Designing a Network Infrastructure--Part 1 TCP IP Addressing ...re strategy to implement TCP/IP, DHCP and name resolution services on a network and a multiprotocol strategy using the protocols IPX/SPX and SNA. L earn To: Develop a TCP/IP implementation strategy that achieves specified TCP/IP business goals. Develop DNS and WINS implementation strategies to achieve DNS and WINS FSAP business goals. Identify the features and guidelines used to  more...

Designing Cisco Internetwork Solutions Part 2 ...ement protocols. Identify characteristics of Qualify of Service (QoS) services implemented on Local Area Network (LAN) switches. Identify access and distribution considerations for Enterprise Campus building design. Differentiate between L2, L3, split L2, and dual-path L3 Enterprise Campus Backbone designs. Identify considerations for designing the Server Farm module. Identify  more...

Oracle8i Network Administration Net8 Additional Config Troubleshooting ... be covered in this series. L earn To: Identify service name resolution methods and the benefits of centralized naming using the Oracle Names service. Describe concepts related to the setup of an Oracle Names server. Configure and use an Oracle Names server. Identify the concepts related to the multithreaded server (MTS), a configuration option of Net8. Examine the working of  more...

Oracle8i Database Admin Manage an Instance ...ith the tasks that they enable. Identify the OEM console service used to perform a given task. Match the OEM standard applications with the tasks that they enable you to perform. Match the components of the Performance Pack with their functions. Identify the steps performed to set up OEM for use. Match the application interface objects with their uses. Match the SQL Worksheet components  more...

TCP IP Internetworking on Microsoft Windows NT 4 0 - Part 2 ...rd address from the DHCP server. Install the DHCP Server Service on the DHCP server. Create a DHCP scope that consists of one IP addrss with an assigned lease time of one day. Configure a DHCP scope option that automatically assigns a default gateway address to DHCP clients. Add a reservation for a client from the DHCP server. Test the DHCP server configuration by starting the DHCP  more...

TCP IP Internetworking on Windows NT 4 0 Curriculum ...backup and restore a DHCP database; describe the types of services provided by NetBIOS over TCP/IP; explain how the HOSTS file resolves a host name to an IP address on local and remote networks; install and configure a WINS server; backup and restore the WINS database; explain the Windows NT browsing service; describe the domain logon, account password changes, and domain synchronization  more...

Windows NT Server 4 0 Routing RAS - Part 3 ...e the foundation for supporting Routing and Remote Access Service for Microsoft Windows NT Server 4.0. L earn To: Enable IP packet filtering and create IP packet filters for a Windows NT router. Identify the role of DHCP Relay Agent in DHCP client configuration and configure the DHCP Relay Agent. Describe the RRAS support features for the IPX/SPX networks. Configure PPTP and  more...

Windows NT Server 4 0 Routing RAS - Part 2 ...e the foundation for supporting Routing and Remote Access Service for Microsoft Windows NT Server 4.0. L earn To: Identify the basic concepts of OSPF and routing tables. Configure and manage a single OSPF area. Configure multiple OSPF areas and virtual links. Configure OSPF for external routing. C ontent Emphasis Skills-Based A udience This course is intended  more...

Windows NT Server 4 0 Routing RAS - Part 1 ...e the foundation for supporting Routing and Remote Access Service for Microsoft Windows NT Server 4.0. L earn To: Identify the basic concepts of routing. Identify the features of RRAS and the protocols supported by RRAS. Identify the basic concepts of RIP and install RIP. Configure RIP event logging and source filtering. Add static IP routes. C ontent Emphasis  more...

Windows NT 4 0 Cluster Server Wolfpack - Part 2 ... of a group. Configure a printer, an application and a service for Microsoft Cluster Server. Troubleshoot Microsoft Cluster Server. C ontent Emphasis Skills-Based A udience This course is intended for IT support professionals who will be responsible for installing, configuring, customizing and/or troubleshooting Cluster Server. Participants should have taken Networking  more...

Windows NT 4 0 Cluster Server Wolfpack - Part 1 ...s of clustering. Identify the functions of the Cluster Service Manager and the additional architectural components of the Microsoft Cluster Server. Identify the requirements for maintaining data availability and Cluster Server installation. Install Cluster Server and sequence the steps in Cluster Server operations. C ontent Emphasis Skills-Based A udience This course is  more...

Windows NT Server 4 0 Installation Configuration - Part 2 ...h a NetWare server. Install and configure Remote Access Service (RAS) on a Windows NT Server and manage RAS. Administer a Windows NT server by creating and managing accounts, security policies, system policies and user profiles. C ontent Emphasis Skills-Based A udience This series is intended for IT professionals who will be responsible for supporting Windows NT Server 4.0 in  more...

Windows NT Server 4 0 Installation Configuration- Part 1 ...er for Client Computers. Install and configure Internet services and Remote Access Service. C ontent Emphasis Informational A udience This series is intended for IT professionals who will be responsible for supporting Windows NT Server 4.0 in an enterprise environment. In addition, this series aims to enable these professionals to pass Microsoft's certification examination  more...

Windows NT Server 4 0 Troubleshooting in the Enterprise ...Kernel Mode components in Windows NT Executive, Executive Services Layer, Microkernel Layer, Hardware Abstraction Layer. Identify the functions of the Distributed Networking components of the Networking Architecture. Unit 2: Modifying the System through the Registry Duration: 0.5 - 1 Hour(s) Match the Windows NT components with the way in which they use the information stored in the  more...

Windows NT Server 4 0 Network Analysis and Optimization - Part 2 ...lved in the traffic generated by the Directory Replicator service in a Windows NT environment and optimize the Directory Replicator traffic. Sequence the steps involved in the process of the DNS replication of the zone information in a Windows NT environment. Optimize the DNS server-to-server traffic by altering the default values to the Control parameters. Unit 2: Windows NT 4.0 Network  more...

Windows NT Server 4 0 Network Analysis and Optimization - Part 1 ...nt. Identify the guidelines to characterize a Windows NT service. Identify the features of the elements of network traffic. Unit 2: Network Traffic Analyzing Tool Duration: 1 - 2 Hour(s) Identify the uses of Microsoft Network Monitor. Install the simple version of Microsoft Network Monitor on the Windows NT server. Match the Capture Window panes of the Microsoft Network Monitor  more...

Windows NT Server 4 0 Implementing Directory Services ...ise environment. L earn To: Implement Directory Services using Windows NT Server 4.0. Establish and manage trust relationships between domains. Select the most suitable Directory Services structure for a given business situation. Identify the issues involved in planning an effective Directory Services structure for an organization running Windows NT Server 4.0. C ontent  more...

Windows NT Server 4 0 Routing RAS - Part 4 ...e the foundation for supporting Routing and Remote Access Service for Microsoft Windows NT Server 4.0. L earn To: Identify the attributes of Demand Dial routing and configure Demand Dial routing on a Windows NT Server. Implement, test and troubleshoot DDR. Identify the services suited and the steps for configuring RRAS in intranet and Internet routing configurations. Use the  more...

Windows NT Server 4 0 Routing RAS - Part 3 ...e the foundation for supporting Routing and Remote Access Service for Microsoft Windows NT Server 4.0. L earn To: Enable IP packet filtering and create IP packet filters for a Windows NT router. Identify the role of DHCP Relay Agent in DHCP client configuration and configure the DHCP Relay Agent. Describe the RRAS support features for the IPX/SPX networks. Configure PPTP and  more...

Windows NT Server 4 0 Routing RAS - Part 2 ...e the foundation for supporting Routing and Remote Access Service for Microsoft Windows NT Server 4.0. L earn To: Identify the basic concepts of OSPF and routing tables. Configure and manage a single OSPF area. Configure multiple OSPF areas and virtual links. Configure OSPF for external routing. C ontent Emphasis Skills-Based A udience This course is intended  more...

Windows NT Server 4 0 Routing RAS - Part 1 ...e the foundation for supporting Routing and Remote Access Service for Microsoft Windows NT Server 4.0. L earn To: Identify the basic concepts of routing. Identify the features of RRAS and the protocols supported by RRAS. Identify the basic concepts of RIP and install RIP. Configure RIP event logging and source filtering. Add static IP routes. C ontent Emphasis  more...

Windows NT 4 0 Cluster Server Wolfpack - Part 2 ... of a group. Configure a printer, an application and a service for Microsoft Cluster Server. Troubleshoot Microsoft Cluster Server. C ontent Emphasis Skills-Based A udience This course is intended for IT support professionals who will be responsible for installing, configuring, customizing and/or troubleshooting Cluster Server. Participants should have taken Networking  more...

Windows NT 4 0 Cluster Server Wolfpack - Part 1 ...s of clustering. Identify the functions of the Cluster Service Manager and the additional architectural components of the Microsoft Cluster Server. Identify the requirements for maintaining data availability and Cluster Server installation. Install Cluster Server and sequence the steps in Cluster Server operations. C ontent Emphasis Skills-Based A udience This course is  more...

Windows NT 4 0 Core Technologies Support - Part 4 ...NT tools for NetWare. Install and configure the Gateway Services for NetWare. Use the Migration Tool to migrate user information from a NetWare server to a Windows NT Server and configure the user options in the Migration Tool. Identify the steps in the Windows NT printing process, configure network printers, use different print utilities and troubleshoot common printing problems.  more...

Windows NT 4 0 Core Technologies Support - Part 3 ...onfigure the bindings. Identify the features of Browser Service. Install and configure DHCP, WINS and DNS. Access resources in a remote network. C ontent Emphasis Skills-Based A udience This series is intended for IT professionals who will be responsible for supporting Windows NT Server 4.0 in an enterprise environment. In addition, the course is intended for people  more...

Windows NT 4 0 Core Technologies Support Curriculum Course Overview This course series will help individuals prepare for certification exam 70-067. This exam is a core requirement for MCSE certification. To become a Microsoft Certified Systems Engineer you are required to pass four operating systems exams and two elective exams that provide a valid and reliable measure of technical proficiency and expertise. L earn To: Microsoft Class -  more...

Building an E-Commerce Business Case ...es. About B2B Consumer Transactions. About Sales and Services. About Online Customer Relationships. About the Virtual Value Chain. Audience: This course is intended for Managers and technical staff who are in a position to provide e-commerce recommendations to executives. Deployment: e-Learning/Self-Study Accreditation CEU credits: 0.70 CEUs Language Options:  more...

Oracle8 Network Administration Net8 Configuration and Troubleshooting ...tion: 1 - 2 Hour(s) Match the methods used to resolve service names with their features. Identify the steps involved in resolving a client request to connect to a service in the Oracle Names service. Identify the benefits of using the centralize naming method for name resolution. Create a Names server by using the No Region Database option in the Net8 Assistant. Start a Names server by  more...

Oracle8 Database Administration - Manage an Instance ...ith the tasks that they enable. Identify the OEM console service used to perform a given task. Match the OEM standard applications with the tasks that they enable you to perform. Match the components of the Performance Pack with their functions. Identify the steps performed to set up OEM for use. Match the application interface objects with their uses. Match the SQL Worksheet components  more...

Introduction to E-Commerce ... to a business enterprise. Identify e-commerce customer service issues. Identify the benefits of business-to-business e-commerce. Identify the benefits of business-to-consumer e-commerce. Identify e-commerce communication technologies. Identify types of digital products. Unit 2: E-Commerce Standards (2 hours) Identify the role of standards within industry. Identify the  more...

SAP R 3 Supply Chain Management ...istics, Production, Sales & Distribution, MRP, Marketing, Service and Purchasing and other areas touching the Supply Chain Management in the areas of Company Management and Controlling IT, Management and IT Employees Project Managers, and Project resources preparing for Supply Chain projects. Employees with appropriate background interested in other company areas. They should also be confident  more...

SAP R 3 System Management System Administration ... Basis System. Architecture/System Landscape. R/3 Services. R/3 Networks. Basic Administration Principles. Installing the Frontends. User Administration. Administration Routines. SAP Profiles. Operation Modes. Printing in the R/3 System. Background Jobs. DB Administration/System Log. C ontent Emphasis Skills-Based A udience The  more...

Introduction to the Internet and World Wide Web ...quired to select an Internet connection type and Internet Service Provider (ISP), locate and retrieve information on the Web, and communicate with others via the Internet. An overview of the Internet and its services, business uses of the Internet, and Internet security concerns will be covered. In addition, participants will learn how to browse the Web, send and receive e-mail, post messages  more...

NDS Design and Implementation Part 1 ...owledge and skills necessary to create a Novell Directory Services (NDS) design and implementation strategy. This course will cover NDS design theory, designing an NDS tree, the skills needed to determine an NDS partition and replication strategy, and the skills necessary to create a time synchronization strategy. L earn To: Identify Novell Directory Service (NDS) design theories.  more...

NetWare 5 Advanced Administration - Part 5 ...ork. This course will cover maintaining Novell Directory Services (NDS), NDS troubleshooting and repair, setting up remote access services, and other Novell services. L earn To: Maintain a consistent and stable Novell Directory Services (NDS) database. Troubleshoot and repair a NDS database. Set up remote access services provided by NetWare 5. Identify the Novell  more...

NetWare 5 Advanced Administration - Part 5 ...work. This course will cover maintaining Novell Directory Services (NDS), NDS troubleshooting and repair, setting up remote access services, and other Novell services. L earn To: Maintain a consistent and stable Novell Directory Services (NDS) database. Troubleshoot and repair a NDS database. Set up remote access services provided by NetWare 5. Identify the Novell networking  more...

Oracle Workflow 11i10 Interacting with Processes Notifications ...ns for administering workflow processes by using the Self-Service Monitor. Audience: The target audience is functional and technical consultants and end-users who have knowledge of Oracle 9i, SQL, and programs within PL/SQL. Deployment: Self-Study Accreditation CEU credits: 0.40 CEUs Language Options: US English Total Learning Time: 4 hours Objectives:  more...

Oracle Workflow 11i10 Configuring Oracle Workflow Components ...med to set up Oracle Workflow. It also covers features of service components and specific service components including agent listeners and notification mailers. Finally, it covers queue propagation and agent activity details. Learn To: Identify the mandatory steps for setting up Oracle Workflow. Identify options that enable you to set up global workflow preferences. Identify key  more...

Exchange Server 5 5 Design Implementation - Part 6 ...ch the processes created by the Connector for Lotus Notes service with their functions. Identify the property pages used to configure the Connector for Lotus Notes. Sequence the steps of message flow between an Exchange Server and Notes server. Sequence the steps in the Directory Synchronization process flow. Unit 2: Lotus cc:Mail Connector Duration: 1 - 2 Hour(s) Identify the  more...

Exchange Server 5 5 Design Implementation - Part 5 ...utlook Express client to access Exchange Server Directory Service using LDAP. Identify the features of Outlook Web Access and the steps in the information flow to exchange messages using Outlook Web Access. Install and configure Outlook Web Access. Access Exchange Server public folders and a mailbox by using Internet Explorer 4. C ontent Emphasis Skills-Based A udience  more...

Exchange Server 5 5 Design Implementation - Part 4 ... and the Internet. Install and configure Internet Mail Service. Identify the components of USENET network. C ontent Emphasis Skills-Based A udience This course is intended for support professionals of Microsoft Exchange Server 5.5. Participants should have completed Supporting Microsoft Windows NT 4.0 Core Technologies (Course Series 71410-71413), Microsoft Exchange Server  more...

Exchange Server 5 5 Design Implementation - Part 2 ...o route information. Sequence the steps of the Directory Service process. Identify the communication tasks performed by the Information Store. Identify the functions of the System Attendant. Match the types of intrasite communication connectors with their functions. Identify the functions of Mail Directory Synchronization service. Sequence the steps for adding a server to a site.  more...

Exchange Server 5 5 Concepts and Administration - Part 3 ... Use the Exchange Server utilities to monitor Windows NT services on a computer and monitor the functioning of the network between two servers. Identify the types and features of collaboration applications. Create, modify and manage Exchange server forms. C ontent Emphasis Skills-Based A udience This course is intended for IT professionals responsible to install,  more...

SQL Server 7 0 Designing and Implementing Data Warehouses - Part 4 ...s; identify the features and functionality of Pivot Table Service, Local Cubes, Client/Server Cache; identify the features of MS English Query; and create and deploy an English Query application. L earn To: Identify the methods of aggregating and accessing data from relational data structures. Create an MDX. Identify the methods of data access from multidimensional data  more...

Visual InterDev 6 0 Implementing Server Technologies ...age identity and security in MTS; and add mail and search services to a Web site. L earn To: Identify the features and installation requirements of Microsoft Transaction Server (MTS) and the features of MTS components. Identify the elements and views of Microsoft Transaction Server (MTS) Explorer. Identify the guidelines for creating transaction objects. Create a package,  more...