CMM Projects

Enterprise Order Entry and Provisioning System: A leading web hosting company and provider of Internet services consolidates order entry and provisioning activities.

Enterprise Portal Application: Event Broker Training Courseware Development: Sybase launches Event Broker Training as part of their Enterprise Portal application.

Customer Service Training for Technical Professionals: Leading financial institution implements customer service program to enhance its internal IT support.

Colocation Center Training Methodology: CMM assists Verio with implementation of its premier data centers.

Network Operations Center (NOC) Training Needs Assessment: A leading web hosting company and provider of Internet services looks to CMM for business and organization development.

Project Management and System Development Methodology: CMM implements custom project management methodology for technical initiatives.

_______________________________________________

VERIO - Network Operations Center (NOC) Training Needs Assessment

Objective: The Verio NOC was expanding at a rapid rate to accommodate the growth of Verio's internet backbone operations. Training needs were also exploding, both for personnel already on board who may never have received formal training, and for new hires. Verio wanted to look at the jobs within the NOC and determine appropriate curricula for training the staff.

Solutions: CMM Consulting Incorporated conducted a performance needs assessment for the personnel within the NOC through interviews, observations of operations, and a written survey. Leadership and individual performers within the NOC were included, as well as leaders of NOC internal customer groups.

An infrastructure was developed to help define NOC job types and performance expectations. Then, a curriculum path was developed for each job type, showing needed training in a defined sequence. Each course was cross-referenced either to existing vendor training or to customized, Verio-specific training which could be developed.

Recommendations were also made for projects of a non-training nature which would help enhance performance within the NOC. The intent was to identify future goals for the NOC in alignment with corporate vision and prepare the personnel to perform in accordance with future expectations.

Services rendered to Verio included:

• Project Management and Coordination
• Business Process Analysis
• Human Performance Needs Assessment
• Training Needs Assessment
• Job Competency Modeling
• Curriculum Design
• Research into Vendor Training
• Instructional Design

Results: The Verio NOC now has an infrastructure for defining jobs for their personnel and evaluating performance within those jobs. Furthermore, individuals can see the types of training they need to be successful in their jobs and management has tools for identifying what training which individuals should receive. In addition, the NOC has quantifiable data to use when deciding what projects to undertake to enhance group performance.