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Brian Brouillette, VP of HP Education Services, to present at ASTD international conference

ASTD is the industry’s most comprehensive conference and exposition in workplace learning and performance! This conference is attended by over 12,000 training professionals each year. This year Brian Brouillette, Vice President of HP Education Services and Jim Malanson, Director of Global Development, HP Services, will present.

Some highlights include:

Education Services instructor's expertise captured

A new HP-UX book from HP Press has been co-authored by HP education services senior instructor, Chris Cooper. A perfect complement to the HP-UX Performance and Tuning course, (that Chris delivers regularly) it is the distillation of years of experience.

Click here to purchase the book HP-UX Internals

New OpenView NNM 7.x curriculum

If you are an experienced NNM 6.x administrator, we have the course just for you to upgrade your NNM skills. The Advanced OpenView NNM course (U5089s) is an intensive five days covering the new features and functions of NNM 7.x product added since NNM 6.2. You will get in-depth training on Extended Topology, Composer and Problem Diagnosis. The Extended topology labs uses an SNMP simulation package called MIMC to provide the opportunity to experience common deployment problems and learn how to troubleshoot them. Extensive Composer labs include viewing event streams prior to correlation, developing custom correlators, and verifying the resulting correlated event stream.

But if you are new to OpenView, we have the right courses, too, to get you started. Our full OpenView curriculum of courses is updated frequently so you will learn on the latest software product versions.

With over 25 years experience meeting complex education challenges worldwide, we know training. So, you will receive the best training experience possible. And to learn more about other training courses from HP education services, visit http://www.hp.com/learn.

Live instruction on the web -- training content organized, stored, and presented - all in one very sexy tool

The HP Virtual Classroom, an early entrant to the e-learning space (the HP Virtual Classroom was introduced in 1999), will be releasing an impressive new upgrade in December of this year that brings a new dimension to the online learning experience.

Online learning tools provide the means for teaching interactive, live-instructor classes on the web - this way, both teachers and learners can participate remotely and easily without ever leaving their desks - just log in to the HP Virtual Classroom via the Internet and go!

While there are many online learning tools on the market that allow instructors to interactively present slides, chat, and answer participant questions, the HP Virtual Classroom is the only one that provides the type of extensive content management capabilities that instructors need for effective instruction.

Here's how it works - the instructor logs into the HP Virtual Classroom and loads in the materials for the class - slides, documents, spreadsheets, web links, video streams, flash animations, and more - all by simply dragging the files into the room. The materials are organized in file-folder structure in one easy-to-use Content Management window. These can be materials that have already been developed, supplementary materials that the instructors has found, or content that is created on-the-fly in the virtual classroom.

After loading into the room, instructors (and participants, if they are provided the capability by the instructor) can annotate on them using colorful and flexible drawing and writing tools. Instructors can place the materials into any of a variety of locations in the virtual classroom, can move them from spot to spot on the fly, or can pop them up on the students' desks in an interactively re-sizeable window.
Even polls and test questions can be added to the Content Manager, along with interactive brainstorming exercises, agendas, threaded discussion topics, and fun activities using "emoticons" (pictures, or icons, indicating an opinion or emotion).

All of these can be easily arranged into instructional order, moved and changed as desired, and stored in the room to be available when needed. This way, the instructor can plan, organize, and rehearse the class - re-plan and re-organize as needed - and easily present - multiple times - after the class is perfect. The content for multiple classes can also be stored - each in a separate, easy-to-view file folder within the Content Manager.

When it's time to give the presentation, the instructor simply logs back into the virtual classroom and goes to the Content Manager. After selecting the correct class for today's presentation, it is a simply matter of clicking a "next" button to go to each new page in the presentation. When it is time for a poll, brainstorming exercise, or any other element of the instruction, this will come up in the correct order - and in the correct location in the classroom, too. This way, the instructor can focus on the content - and on the students' questions and needs - without having to manage anything more than clicking one button to progress through the class.

For both ease AND flexbility, the instructor can also (if desired) change the presentation order on the fly, jump to a new topic if needed and then return to the pre-planned flow -- or simply diverge from the plan based on the needs of the students in the class. All of this can then be easily repeated for the next class without having to reload or re-organize the content.

In addition to all of this, the HP Virtual Classroom continues to provide powerful interactivity features to make any training event interesting and engaging for the students. This includes use of discussion and brainstorming capabilities, icon expresssions, group, small group, or private chat, question management (with sorting, question count, and anonymous options), polling, meeting agenda and minutes, customizeable mood indicator, and much more. All of this keeps events interactive and participants away from their cell phones and e-mail.

What could be easier - and more flexible - AND more efficient for effective online instruction! Easy for the novice. Flexible for the experienced user. And all without ever leaving your desk!

Check it out at: http://www.hpe-learning.com/store/default.asp

Learn the building blocks for a successful Service Level Management (SLM) implementation

A one-day workshop introducing the concepts of how to implement the IT Service Management (ITSM) process, Service Level Management (SLM), will be conducted at HP Canada on September 30, 2003. The Workshop will focus on organization, process and technology solutions to successfully build a relationship with the business. Real case studies will be introduced during the day and there will also be time to discuss topics like Service Definitions and Process Design with experienced ITSM consultants.

The benefits to you:

• Get first hand experiences from organizations that have gone through implementing SLM
• Get to talk to experienced ITSM consultants that can provide you with guidance and/or recommendations based on their experience
• Understand the approach that HP is using in helping customers towards successful SLM implementations
• Receive example documentation that will support a successful SLM implementation

• ITIL Essentials Workshop + Foundation Certificate in IT Service Management exam (H9015S)
• ITIL Practitioner Service Level Management Course (H6892S)
• ITIL Service Manager courses I & II (H8988S & H8989S) + IT Service Management Exams Preparation Workshop (H8990S)

Experience IT Service Management at a special price

Save 20% and experience IT Service Management by attending an HP Education ITIL Foundations class, or an ITIL Service Management course, at the time of the 4th Annual itSMF Conference & Exhibitor Fair in Montreal.

(HP is a Platinum Partner of the itSMF Conference & Exhibitor Fair on Nov. 17 - 18, 2003 at the Hilton Montreal Bonaventure, Montreal QC)

If you are planning to attend the 4th Annual itSMF Conference & Exhibitor Fair, don't miss the following HP

ITIL courses - priced at 20% off - conducted at the Montreal HP Education Centre. ITIL Essentials Workshop (H9015S - November 19 - 21, 2003)

Special itSMF Conference price $1,800 Cdn$ (regular price $2,250)

This three day foundation level course introduces the basic concepts of IT Service Management (ITSM) based on the IT Infrastructure Library (ITIL) model. The workshop not only covers ITSM fundamentals but also features the unique Control-IT simulation. This simulation offers participants a hands-on approach to learning that integrates the necessary theoretical knowledge. Students will feel the power of a fully optimized IT organization after experiencing a demonstration of a less effective one.

As a result of this effective learning approach and high-quality of instruction on ITIL concepts, our students' pass rate on the IT Service Management Foundations Certificate exam is among the highest in the industry. Participants have the opportunity to take the ITIL Foundations certification examination at the end of the course.

This class, normally priced at $2,250 is offered at a special itSMF Conference price of $1,800 Cdn$, a 20% discount! This specially priced class is only offered following the Conference and is limited to 16 participants. Don't miss this opportunity by calling 1-800-563-5089 or by registering at http://www.hp.com/education/courses/h9015s.html.

IT Service Support (H8988S - Nov. 10 - 14, 2003)
IT Service Delivery (H8989S - Dec. 8 - 12, 2003)
ITSM Exam Prep Workshop (H8990S - Jan. 15 - 16, 2004)
IT Service Support Exam (Jan 21, 2004)
IT Service Delivery Exam (Jan 22, 2004)

Special itSMF Conference price $9,950 Cdn$ (regular price $11,950)
(Includes 2 weeks of training, course materials, 2-day exam prep, exams)
These courses cover the key areas that make up service support and delivery, as defined in ITIL and modeled in the ITSM model. The two-day ITSM Exam Prep Workshop helps the participant prepare for the ITIL Service Support and Service Delivery exams. Passing these two exams leads to the accredited 'Managers Certificate in IT Service Management'. Exam techniques are outlined, an exam case is analyzed in detail and possible problem areas within the case are identified per process. Possible questions are discussed in the group and the participant leaves the course with material to better prepare for the exam.

This bundle, normally priced at $11,950 is offered at a special itSMF Conference price of $9,950 Cdn$, a 20% discount! This specially priced bundle is only offered at the time of the Conference and has limited seats. Don't miss this opportunity by calling 1-800-563-5089 or by registering at http://www.hp.com/cgi-bin/education/schedule.cgi?cnum=h8988s.

If you're unable to attend the itSMF Conference, you can still attend our ITIL classes offered at the regular prices at one of our HP Education Centres across North America by registering online at www.hp.com/education or by calling 1-800-563-5089 (Canada) or 1-800-472-5277 (U.S.).

The missing puzzle piece in IT Service Management (ITSM)

IT organizations considering or are starting to embrace service management based on IT Infrastructure Library (ITIL) best practices recognize the importance of people, process, and technology. Too often though, the "people" component falls through the cracks as IT organizations fail to grasp the importance of addressing issues like a fundamental change in culture (from technology-centric to service-centric), getting support and buy-in from all levels within the organization, and having the right skills in implementing and utilizing ITIL processes and technologies.

Gartner Group validates this by saying, "Processes form a big part of IT service management. Availability in a complex computing environment does not happen on its own or automatically by acquiring high-availability technology. It takes strategy, planning, policy and implementation to achieve it. These are people and process issues, not technology issues."

The tendency is to focus on technology deployment and having manuals written about the processes but not having staff bought-in or trained sufficiently to confidently use both the technology and processes effectively. As a result, the potential return on the investment may not be fully realized. The UK government's Office of Government Commerce (OGC), owner of ITIL, states in the Service Support book that two common reasons for failure in ITSM implementation are:

1. Lack of staff commitment and understanding
2. Lack of training

The book goes on to say, "It is vitally important that the concepts of IT Infrastructure Library are well known and understood in the Service Management function."

HP has used and continues to utilize ITIL-based ITSM principles and has helped our customers adopt and implement service management successfully. As such, we have the deep experience and knowledge to know where the common implementation pitfalls are. To insure that the vital "people" component is not overlooked, HP's education services can offer you comprehensive training courses and certification on ITIL, OpenView and other key technology areas like HP-UX, Linux, Microsoft .NET, etc.

If your IT organization is contemplating ITIL, you should also consider our Control-IT simulation. This exciting and interactive business simulation workshop provides participants with insights into the importance of service management based on ITIL processes, communication, and IT alignment with business needs. This learning experience will help participants break out of the "so what" mentality and enhance their commitment and enthusiasm to successful implementation.

Don't have a missing piece in your ITSM puzzle.

To learn more about HP's education services in ITSM, OpenView or any other technical training areas, please visit our web site at http://education.hp.com/curr-main.htm.
For more information about HP IT Service Management offerings, please visit  IT Service Management -ITSM - HP Services.

“We are offering this curriculum to ensure that training will not be a barrier to transition for any HP e3000 customer or partner,” Mark Pollans, HP e3000 transition program manager, stated emphatically. “We strongly believe that training should – and really must – be an integral part of our customers’ complete transition solution.”

According to Pollans, HP’s strategy behind the transitions training was to begin with basic foundation courses and then offer opportunities for customers to gain more in-depth study in various content areas.

“We began building our training plans from the bottom up,” he explained. “HP has invested in a robust curriculum to help our customers with their transition from the HP e3000 by providing useful education on other HP platforms.” The overall curriculum can be found at

Building on concepts
The foundation of this transition training curriculum begins with “concepts and facilities.” A white paper, “ HP e3000 transition considerations” (also available at the training page www.education.hp.com/curr-mpe-e3000.htm) is a ‘must read’ and an ideal starting point for all HP e3000 customers and partners. This paper suggests a framework for HP e3000 customers and partners to consider when they are ready to begin thinking about their individual situations. In effect, it is a blueprint that highlights recommended first steps and options to follow as customers develop their transition strategy. There are six more white papers that are also available in the HP e3000 Business Servers Information library. The topics are: Business Planning Guide, Technical Planning Guide, Compilers and User Interfaces, TurboIMAGE and Databases, KSAM and the MPE File System, and MPE commands and Networks.

• Improved search functionality which now accepts multiple keywords for more accurate search results
• Streamlined navigation on course listing pages
• Reduced number of clicks necessary to find a specific course
• Guidance on how to use the sort functionality of course lists
• Choice to show all courses of a list to accommodate easier printing
• Easier access to frequently asked questions (FAQs) when needed
• Course description pages now provide even more detailed information
• Increased familiarity due to common look and feel with other HP web sites

Be sure to visit the new ITRC Training and Education And take advantage of the new features.
Your ITRC Training and Education team.

1. Attend 5-day course, IT Service Support: ITIL Manager in IT Service Management (H8988S)
2. Attend 5-day course, IT Service Delivery: ITIL Manager in IT Service Management (H8989S)
3. Attend 2-day course, Exam Preparation: ITIL Manager in IT Service Management (H8990S)
4. Pass two 3-hour exams in Service Support and Service Delivery.

• Analyze an existing organization in order to manage the IT infrastructure
• Design an organization in order to manage the IT infrastructure
• Define the IT service management processes
• Assess the IT service management processes in a given organization
• Provide advice about implementing changes
• Write reports and provide interactive communication
  For more details about HP's ITIL-based IT service management courses and certification exams, please contact your local HP education center or visit http://education.hp.com/contact-phone.htm.
  To learn more about HP's comprehensive IT service management solutions around people, process and technology, please visit http://www.hp.com/hps/itsm

The HP Virtual Classroom release 3.7, scheduled for release on March 15, will have much improved recording features. The HP Virtual Classroom is an online training and meeting tool that allows live, interactive, remote participation in meetings and training events. With the improved recording feature, users of the HP Virtual Classroom can easily record their events for people who are unable to attend the live event.

Recording upgrades include:

• Ability for customers to download AVI or WMV files which they can edit and store themselves without paying hosting charges
• Ability to record URL/Content manager files that display MS Office Suite, Adobe, and Flash (swf) formats
• Option to record Center Stage Only to increase the amount of room available for slides and application sharing and to remove the user name list if it is not desired to be captured in the recording.
• Recording button reformat -- make recording states (e.g. whether recording is in progress or not) more obvious
• Price reduction of monthly charges for hosting of files. For customers who want HP to host the recordings new hosting price will be $150 per recording hour per month (reduced from $250). The price for downloading a file (for customers who want to host the file themselves) will be $150 per recording hour one time fee to download the file

For more information please visit: http://education.hp.com/hpvc

U1603AAE HP OpenView Internet Services Training
This 3-hour, online, instructor-led HP Virtual Classroom course provides students with an overview of the basic features of the OpenView Internet Services 4.5 product, an understanding of how to perform installation and configuration, an understanding of service level agreements, the ability to set up and collect data from remote probes, and the ability to configure alarms to be sent to other OpenView products like NNM and OVO.

U4113AAE Securing Networked Information II
This self-paced online training is provided to introduce the learner to the fundamental components of telecommunications networks and systems. It guides the student through the developmental stages of telecommunications, the structure of the PSTN, analog telephony, digital switched networks, voice and messaging systems, media types and installation of cabling.

U4114AAE Telecommunication Fundamentals
This self-paced online training is provided to introduce the student to the fundamental components of telecommunications networks and systems. It guides them through the developmental stages of telecommunications, the structure of the PSTN, analog telephony, digital switched networks, voice and messaging systems, media types and installation of cabling.

U5069AAE Computer Telephony Integration
This self-paced online training is provided to enable the student to distinguish between computer telephony integration and computer telephone integration. It outlines the benefits of CTI in order to equip the student to evaluate the various enabling technologies that support computer telephony. It also differentiates between in-band and digital CTI, discusses desktop and client/server models, explains the features of TSAPI, TAPI and JTAPI, lists the benefits of the UNPBX and describes various CT buses and boards.

U5092AAE Sun Microsystems Solaris 9: System Administration I
This self-paced online training is provided to describe how to perform basic Solaris operating environment administration tasks in a standalone environment. It prepares students for the Sun Certified System Administrator for Solaris 9 Operating Environment, Exam 1.

U5094AAE Software Programming Fundamentals
This self-paced online training is provided to resent the basic concepts of computer programming and introduce students to structured programming concepts, coding design and style. Students will be introduced to selection and repetition programming constructs, structured data types and procedures.

U5095AAE Microsoft Project 2002: Advanced
This self-paced online training is provided to introduce the student to the advanced features and tools of Microsoft® Project 2002. It introduces the new and improved collaborative features of Project 2002 and discusses te enterprise management tools made available b Project Server 2002. It also guides the student through project planning and project management in complex environments.

U5096AAE Microsoft .NET for Developers: Windows-based Application Deployment
This self-paced online training is provided to describe the deployment process for a finished Windows®-based application or component in the .NET framework.

U5097AAE IPv6 and Future Applications
This self-paced online training is provided to introduce the student to IPv6 (Internet Protocol Version 6). It explains why a new internet protocol is necessary and it outlines the main features of IPv6. It describes the addressing architecture and routing issues dealt with by lpv6. It examines security, autoconfiguration and mobile computing issues associated with lpv6. Finally, this course explains how lpv6 is managed and implemented and how it will be used with future applications.

U5098AAE Communication Technologies Overview
This self-paced online training is provided to explain the impact, functionalities and deployment of telecommunications technology for non-technical people.