Ericsson Customer Management System 2.0 Training Programs. Catalog of Course Descriptions

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1 Ericsson Customer Management System 2.0 Training Programs Catalog of Course Descriptions

2 Catalog of Course Descriptions INTRODUCTION...3 E-TRAINING: ERICSSON CUSTOMER MANAGEMENT SYSTEM BASICS...4 ECMS 2.0 FRONT-OFFICE TASKS...6 ECMS 2.0 BACK-OFFICE TASKS...8 ECMS 2.0 OPERATIONS AND MAINTENANCE...10 ECMS 2.0 WEB CLIENT CUSTOMIZATION - APPEARANCE AND CONTENT...12 ECMS 2.0 DEVELOPER PACKAGE...14 ECMS 2.0 ROLLOUT INSTALLATION WORKSHOP...16 Commercial in Confidence 2

3 Introduction Ericsson has developed a comprehensive Training Programs service to satisfy the competence needs of our customers, from exploring new business opportunities to expertise required for operating a network. The Training Programs service is delineated into packages that have been developed to offer clearly defined, yet flexible training to target system and technology areas. Each package is divided into flows, to target specific functional areas within your organization for optimal benefits. Service delivery is supported using various delivery methods including: Icon Delivery Method Instructor Led Training (ILT) LIV Virtual Classroom Training (VCT) elearning (WBL) Workshop (WS) Short Article (SA) Structured Knowledge Transfer (SKT) mlearning Job duty analysis (JDA) Competence GAP Analysis (CGA) Commercial in Confidence 3

4 e-training: Ericsson Customer Management System Basics ecc-1e211 Description Ericsson Customer Management System Basics is a web-based course designed to give you a flexible and convenient way to learn about ECMS. You can participate at anytime and anywhere; all that is required is a PC and access to the internet. Learning objectives On completion of this course the participants will be able to: 1 Recognize the main applications of ECMS 2 Recognize the key features of ECMS 3 Navigate in CMAX and ADMX 4 Identify the main customer and contract related data available in ECMS Target audience The target audience for this course is: Analysts and Consultants, Application Support, Customer Care, Development, System Integrators Prerequisites Successful completion of the following courses: None. Duration and class size The length of the course is 2 hours. Learning situation

5 Web-based learning Time schedule The time required always depends on the knowledge of the attending participants and the hours stated below can be used as estimate. Day Topics in the course Estimated Time (hours) 1 Introduction to ECMS 1 h 1 The Customer Management Client (CMAX) 0,5 h 1 The Configuration Management Client (ADMX) 0,5 h Commercial in Confidence 5

6 ECMS 2.0 Front-Office Tasks CC-1E212 Description Ericsson Customer Management System (ECMS) is an end-to-end customer care system for Ericsson Charging System (CS). ECMS enables simplification and ease-of-use for CSRs through a user interface that provides a business view and workflows, rather than a highlytechnical view of the system. Front-office tasks and maintenance is primarily completed through the Customer Care client. This course gives customer care personnel an introduction to the main customer care entities, functions, and processes completed in the Customer Care client. In practical exercises, participants learn how to work with customers, contracts, subcontracts, dedicated accounts, accumulators, and other entities associated with customers and contracts. Learning objectives On completion of this course the participants will be able to: 1 Describe the architecture and main features of the Customer Care Client 2 Create new customers and contracts in CMAX 3 Maintain customer accounts 4 Describe number portability-related workflows 5 Maintain discounting features of the Customer Care Client Target audience The target audience for this course is: Application Support, Customer Care Prerequisites The participants should be familiar with customer care business procedures.

7 Duration and class size The length of the course is 2 days and the maximum number of participants is 8. Learning situation Instructor Led Training Time schedule The time required always depends on the knowledge of the attending participants and the hours stated below can be used as estimate. Day Topics in the course Estimated Time (hours) 1 Overview of ECMS 2 1 Customer and Contract Creation 2 1 Customer and Contract Handling 2 2 Customer and Contract Handling (continued) 2 2 Discounting in ECMS 3 2 Financial Aspects inside ECMS 1 Commercial in Confidence 7

8 ECMS 2.0 Back-Office Tasks CC-2E212 Description Ericsson Customer Management System (ECMS) is an end-to-end customer care system for Ericsson Charging System (CS). This course gives customer care support personnel an introduction to the architecture of ECMS and its integration to other CS components. It introduces customer care reference entities and their maintenance through the Configuration Management Client, which are subsequently utilized in the Customer Care client by front-end personnel. Learning objectives On completion of this course the participants will be able to: 1 Describe the architecture and components of ECMS 2 Maintain Customer Care reference data using the Configuration Management Client 3 Execute standard back-office workflows related customer care Target audience The target audience for this course is: Application Support, System Integrators Prerequisites Successful completion of the following courses: ecc-1e211 Ericsson Customer Management System Basics CC-1E212: ECMS 2.0 Front-office Tasks Duration and class size The length of the course is 0 days and 0 hours and the maximum number of participants is 8.

9 Learning situation Instructor Led Training Time schedule The time required always depends on the knowledge of the attending participants and the hours stated below can be used as estimate. Day Topics in the course Estimated Time (hours) 1 Overview of ECMS 2 1 Introduction to Customer Management Client 1 1 General Configuration Data Maintenance 2 1 Business Configuration Data Maintenance 1 2 Business Configuration Data Maintenance 1,5 2 Dealers and Resources 1,5 2 Jobs 1,5 2 ECMS Applications Maintenance 1,5 Commercial in Confidence 9

10 ECMS 2.0 Operations and Maintenance OM-3E213 Description Ericsson Customer Management System (ECMS) is an end-to-end customer care system for Ericsson Charging System (CS). ECMS enables simplification and ease-of-use for CSRs and customer care administrative personnel through Web-based user interfaces that provide a business view and workflows, rather than a highly-technical view of the system. Additionally, EMCS facilitates easy system operations and maintenance by providing guibased monitoring tool. This course informs the IT-operations team how to run and maintain the infrastructure of ECMS. It discusses important maintenance features, such as alarm handling and server logs, housekeeping as well as backup and recovery, thus enabling a smooth operation of the customer care infrastructure. NOTE: This training focuses on the operations and maintenance of an already installed ECMS node. It does not consider the handling of third party products that are used as part of this node. Hence, the following topics are not covered by this course: ECMS installation and initial configuration Migration and customization Operations and maintenance of SAN and NAS storage, load balancer, or network switches. Learning objectives On completion of this course the participants will be able to: 1 Describe the architecture and hardware layout of the ECMS node. 2 Start and stop of ECMS node (SMF services) and automatic recovery. 3 Start, stop and monitor the health and performance of server processes via Monitoring Center (MX) 4 Perform regular maintenance jobs, such as housekeeping, backup and recovery. 5 Describe the security measures available for ECMS to establish a suitable security policy for the system. 6 Describe licensing handling and license file installation.

11 7 Explain trouble shooting and emergency procedures. Target audience The target audience for this course is: Application Support, System Integrators Prerequisites Successful completion of the following courses: ecc-1e211 Ericsson Customer Management System Basics CC-2E212: ECMS 2.0 Back-office Tasks Duration and class size The length of the course is 2 days and 0 hours and the maximum number of participants is 8. Learning situation Instructor Led Training Time schedule The time required always depends on the knowledge of the attending participants and the hours stated below can be used as estimate. Day Topics in the course Estimated Time (hours) 1 Architecture hardware layout of ECMS 2 1 Standard System Setup 1 1 Database Introduction 3 2 Database Introduction 1 2 Server Operations 5 3 Regular Maintenance Tasks 3 3 Backup and Recovery 1 3 Security Management 2 Commercial in Confidence 11

12 ECMS 2.0 Web Client Customization - Appearance and Content IF-3E212 Description ECMS uses web clients for most of front-end and back-end tasks. Typically, these web clients need to be branded and customized before they are shipped to network operators. This seminar addresses customization possibilities related to the general look and feel, localization, internationalization and content without coding efforts. Modifications requiring coding changes are not part of this seminar. Learning objectives On completion of this course the participants will be able to: 1 Explain ECMS web client architecture. 2 Customize "look and feel" of web clients. 3 Explain web clients GUI, solution units, steps and pages. 4 Customize content of web clients. Modify JSP files. Target audience The target audience for this course is: Development, Analysts and Consultants, System Integrators Prerequisites Successful completion of the following courses: ecc-1e211 Ericsson Customer Management System Basics The following skills are required: JSP, HTML and CSS Commercial in Confidence 12

13 Duration and class size The length of the course is 2 days and the maximum number of participants is 8. Learning situation Intructor Led Training Time schedule The time required always depends on the knowledge of the attending participants and the hours stated below can be used as estimate. Day Topics in the course Estimated Time (hours) 1 Server Overview 1,5 1 Web clients architecture 0,5 1 Branding 2 1 Solution Units 2 2 Solution unit steps 2 2 Pages 3 2 Examples 1 Commercial in Confidence 13

14 ECMS 2.0 Developer Package IF-3E215 Description The web application in ECMS can be customized in different areas. Look & feel as well as data areas can be customized. Additional business logic can be added into existing web applications. Furthermore ECMS offers SOI interface which enables developers to create their own SOI client or SOI server. This seminar provides necessary skills and knowledge to perform such customization and development. Learning objectives On completion of this course the participants will be able to: 1 To identify client server architecture of ECMS. 2 To customize look & feel and data areas of ECMS web application. 3 To create new solution unit for ECMS web application. 4 To identity SOI component, SOI command and SOI interface. 5 To program new SOI client for existing SOI server. 6 To program new SOI server for CIL. Target audience The target audience for this course is: Development, System Integrators Prerequisites Successful completion of the following courses: ecc-1e211 Ericsson Customer Management System Basics The following skills are required: Java programming, CORBA and XML Commercial in Confidence 14

15 Duration and class size The length of the course is 5 days and the maximum number of participants is 6. Learning situation Workshop Time schedule The time required always depends on the knowledge of the attending participants and the hours stated below can be used as estimate. Day Topics in the course Estimated Time (hours) 1 Introduction 2 1 Concepts 1 1 Branding 3 2 JSP 4 2 Solution Unit 2 3 Solution Unit 4 3 SOI Concept 2 4 SOI Concept 2 4 SOI Interface 2 4 SOI Server Development 2 5 SOI Server Development 2 5 SOI Client Development 4 Commercial in Confidence 15

16 ECMS 2.0 Rollout Installation Workshop IF-4E214 Description This seminar provides information on different ways ECMS can be installed. Learning objectives On completion of this course the participants will be able to: 1 Install SUN Operating System, Single Node, and High Availability (HA) Node 2 Handle migration of ECMS installation from Single to HA node 3 Use Service Management Facility (SMF) to start/stop/restart applications of ECMS 4 Be able to install ECMS test system to simulate Oracle Automatic Storage Management (ASM) and back up disks, using local machine resources. 5 Understand product structure for application support.(installation structure, Upgrade structure, Configuration structure, Deployment Structure). 6 Reconfigure applications to be able run on limited hardware resources. 7 Configure ECMS to connect to Charging System 8 Uninstall ECMS Target audience The target audience for this course is: Analysts and Consultants, Application Support, System Integrators Prerequisites Successful completion of the following courses: SQL and UNIX knowledge is required. Commercial in Confidence 16

17 Duration and class size The length of the course is 4 days and the maximum number of participants is 8. Learning situation Workshop Time schedule The time required always depends on the knowledge of the attending participants and the hours stated below can be used as estimate. Day Topics in the course Estimated Time (hours) 1 Introduction 1 1 Operating System installation & EMC storage configuration 5 2 Single Node installation 1 2 HA Node installation 1 2 Product overview from non-function perspective 3 2 ECMS services 1 3 Connecting ECMS to Charging System 4 3 Sanity Test 2 4 Test system installation 2 4 Data Migration Framework Overview 1 4 Migration from Single to HA node 1 4 Uninstall ECMS 1 4 Summary 1 Commercial in Confidence 17