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One size does not fit all – the need for customized training (Part 1 of 2)

SusanMerriman ‎04-15-2013 09:23 AM - edited ‎06-26-2015 01:47 PM

All training programs have to be tailored to a greater or lesser extent to each customer. Take for instance two telecoms companies of a similar size. While they may both run similar systems and both use HP Service Manager to coordinate support, you can bet that they have unique processes to manage tickets. The end-user training programs must reflect this. We therefore build in a good deal of flexibility to tailor the core content of our foundational training to each customer. But in some instances, there’s also a need to go a step further with a bespoke program that can be delivered by instructors or using self-paced online training.


Four things that suggest your training requirement is out of the ordinary

Our account managers approach me in the first instance to let me know that a customer has a deployment which might benefit from customized training. To assess the need, I always begin with an open discussion with the customer about what the software must achieve. There are four areas I look at – benchmarks that you can use too – which will indicate if bespoke training would be beneficial:


  1. Who are the students? What level of expertise do they have? Is there a lot of variation across the team in terms of skill sets?
  2. Is the customer doing something completely new? Or are they significantly upgrading the capabilities of their software? Is this software a mission critical deployment?
  3. Is the software heavily customized?
  4. Can the customer spare its team to attend training at a set time? And can they attend courses or do they need to learn online?

I’m sure you can see the pattern here. But if you’re trying to do something new, you can’t spare your people to attend training in groups and you are asking people to run a critical environment that’s heavily customized, bespoke training is a good idea. An example might be a service desk deploying a new software package. Training is needed to get users up and running fast but the team works 24x7 on shifts. In this scenario we’d recommend a customized course with training scheduled perhaps over the weekend or in the evening when service requests are lower.


In my next blog, Carl and I will discuss how to create customized training with hints and tips for you to make yours a success.


In the meantime, if you have any hints and tips to make training courses a success, both Carl and I would love to hear from you – please use the comment boxes below. 

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eduardo fuente
on ‎07-19-2013 09:41 AM

Good morning Sir


 I was oping I could ask you a question.  As a newbie to the teck industry, what is the best way to learn and become certified as a HPSM?   Are there any current recognized traing companies?

Thank you for your time, have a nice day.

on ‎07-31-2013 07:48 AM

Good morning Eduardo –


Welcome to the technology industry.  To learn more about HP Software Service Manager, I highly recommend that you take courses from HP.  A great one to start with is SM150 Technical Essentials if you want to get certified on configuration, or SM110 Foundations if you want to learn about process flows. HP also offers Certification options for Service Manager.  More information on courses and certifications can be found at


Good luck with your learning!

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