instructor program guide

Novell

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Instructor Programs

2 0 1 0C E R T I F I E D N O V E L L I N S TR U C T O RN O V E L L A C A D E M I C I N S T R U C T O RP R O G R A M G U I D E

Novell, Inc.404 Wyman Street, Suite 500Waltham, MA 02451U.S.A.

www.novell.com

Novell Instructor Programs - Program GuideNovember 1, 2009You may not export or re-export this product in violation of any applicable laws or regulations including, without limitation, U.S. export regulations or the laws of the country in which you reside.

Copyright 2009 Novell, Inc. All rights reserved. No part of this publication may be reproduced, photocopied, stored on a retrieval system, or transmitted without the express written consent of the publisher.make changes to its content, at any time, without obligation to notify any person or entity of such revisions or changes.

Further, Novell, Inc. makes no representations or warranties with respect to any software, and specifically disclaims any express or implied warranties of merchantability or fitness for any particular purpose. Further, Novell, Inc. reserves the right to make changes to any and all parts of Novell software, at any time, without any obligation to notify any person or entity of such changes.Legal NoticesNovell, Inc. makes no representations or warranties with respect to the contents or use of this documentation, and specifically disclaims any express or implied warranties of merchantability or fitness for any particular purpose. Further, Novell, Inc. reserves the right to revise this publication and to

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iv Novell Instructor Programs - Program Guide

Table of Contents1 Programs Overview 1

Partnerships . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1Roles & Responsibilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

2 The Certified Novell Instructor Program 5New Candidate Program Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5Ongoing Certification Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6Course Authorization Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7Expiration and Decertification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7Exceptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9Specializations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

3 The Novell Academic Instructor Program 11New Candidate Program Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11Ongoing Certification Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11Special Note for CNIs teaching at Academic Institutions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12Course Authorization Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12Expiration and Decertification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12Reinstatement Into the Program . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

4 Certification Benefits and Resources 15Instructor Community Website . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15Instructor Summits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16Train The Trainer Sessions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

5 Quality Assurance 19Why is Quality Important? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19Metrics that Matter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19How Does Novell Use MTM Data? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19Metrics that Matter and the CNI Program. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

A Novell Contacts 23v

vi Novell Instructor Programs - Program Guide

1 Programs OverviewThe Certified Novell InstructorTM (CNITM) and Novell Academic InstructorTM (NAITM) certifications are regarded amongst the top technical instructor certifications in the industry.

With the expansion of product offerings available from Novell, the need for technical training is growing rapidly. Novells certified instructor programs are the basis for providing the knowledge and resources necessary to those delivering Novells courses in the training channel.

PartnershipsWorking in conjunction with the Novell Training Services Partner (NTSP) and Novell Academic Training Partner (NATP) programs, the instructor program is an indispensable arm of Novell Training Services.

Figure 1

Together, Novell and our training partners ensure that customers acquire the knowledge they need to maximize the performance of their Novell products.

Roles & ResponsibilitiesPrograms Overview 1

In this three-way partnership, each of the partners has certain responsibilities:

Novells Role

Novells responsibilities in this partnership include:

Ensuring customer satisfaction through the use of program compliance monitoring tools Developing and refining training programs - including the instructor programs - to meet the

needs of our partners and customers

Ensuring instructor program quality after certification by implementing Continuing Certification Requirements (CCRs) that enable instructors to stay current on Novell technologies

Providing instructors with up-to-date instructor materials and necessary update training Providing current and timely technical and program information to instructors Ensuring program quality by reviewing student course evaluations and auditing classes Setting reasonable and achievable requirements for course authorization that do not sacrifice

the quality of delivery

The Partners RoleA Novell Training Services Partner (NTSP) is a training organization that is authorized to offer Novells courses. Types of organizations that participate in the NTSP program include Novell distributors and resellers, retail organizations, and independent training organizations.

A Novell Academic Training Partner (NATP) is an educational organization such as a college, university, and public and private school system. NATPs are authorized to teach Novells courses as part of their regular curriculum.

NTSP and NATP responsibilities include:

Ensuring customer satisfaction through the use of Novell Authorized training materials Providing and maintaining training facilities, hardware, software, and audiovisual equipment

needed for instruction

Ensuring that only certified and current Novell instructors who have proper course authorizations teach Novell courses

Scheduling and marketing Novell courses Ordering student course materials Scheduling events in Metrics that Matter (MTM) to provide student access to event surveys

(NTSPs only)

The Instructors RoleThe Instructor Agreement, together with this program guide, specifies an instructors responsibilities. Instructor responsibilities, as well as program and policy changes, are communicated through this guide and are updated in the Novell Instructor Portal (http://www.novell.com/community/cert/instructor) and the Novell Instructor Newsletter.

Instructor responsibilities include:

Preparing classrooms and labs for each class Providing a quality training experience to ensure customer satisfaction2 Novell Instructor Programs - Program Guide

Representing Novell and Novells products in a positive manner

Staying updated on current technology and communicating this knowledge to students Only teaching the Novell courses for which they are authorized Staying up to date on instructor program policies and requirements Meeting course authorization requirements prior to teaching any given course Informing Novell of status or contact information changes. Assist attendees in submitting MTM surveys

Instructors who do not update their status or contact information when it changes may not receive current information about the instructor program or important information about their certification status.Programs Overview 3

4 Novell Instructor Programs - Program Guide

2 The Certified Novell Instructor ProgramWhen instructors want to specialize in teaching Novell products in a commercial setting, they can earn the Certified Novell Instructor (CNI) certification. CNI candidates must first meet a current Novell technical certification before they can be accepted into the CNI program. CNIs are limited to teaching courses for which they have passed the course authorization requirements. CNIs teach courses in all of Novells certification programs, as well as courses that are delivered through the training channel but are not part of a certification track.NOTE: CNIs are permitted to teach courses at Novell Academic Training Partner locations in addition to commercial Novell Training Services Partners. Please refer to the section Special Note for CNIs teaching at Academic Institutions on page 12 in The Novell Academic Instructor Program.

New Candidate Program RequirementsFor candidates who are new to the CNI program, there are three requirements that must be met (in the order presented) in order to become CNI certified:

1. The candidate must hold an accepted Novell technical certification

2. The candidate must enroll in the program in the certification database

3. The candidate must meet the didactical requirement

Qualifying Novell Technical CertificationsThe Novell Technical Certifications accepted for the CNI program are the following:

Novell Certified Linux Professional 10 (CLP10) Novell Certified Linux Professional 11 (CLP11) Novell Certified Engineer - Enterprise Services (NCE-ES) ISM Specialization: Identity Manager Certified Workload Management Administrator Certified Novell ZENworks Administrator

Program EnrollmentAs the second step in the process, the candidate must indicate they wish to enroll in the CNI program. To do this, the candidate follows these steps:

1. Go to the Novell Certifications Community (http://www.novell.com/community/cert)The Certified Novell Instructor Program 5

2. Select Access the Certification Database

3. If prompted, login using their Novell Login ID

4. In the left navigation menu, select Tools5. Then select Complete agreement/application

6. Once the page loads, the candidate will see an option that reads CNI Application. The candidate must set the value to Yes and submit the form.

This completes the application process.

Meeting the Didactical RequirementThe didactical requirement is a demonstration of a candidates ability to teach. There are three ways in which a candidate can meet this requirement:

1. Complete a Novell Instructor Evaluation (IPE)

To start the process to complete the IPE, send an e-mail to Instructor Programs Administration (mailto:[email protected]). The candidate will be given a set of instructions to follow along with a copy of the booklet Teaching Effectively for Novell, which provides information about the criteria used in the evaluation process.

2. Complete a CompTIA Certified Technical Trainer (CTT+) Certification

Once the candidate has completed the CTT+ Certification, go into the CompTIA certification database and use the Publish Credentials option in the left-hand navigation menu. The candidate must use this to publish their CTT+ certification to Instructor Programs Administration (mailto:[email protected]). The candidate needs to include their Novell Certification ID Number in the message so Novell can update the candidates record quickly.

3. Provide other acceptable proof of teaching ability

Candidates wishing to use this route should contact Instructor Programs Administration (mailto:[email protected]) for further information about this. We do accept other third-party teaching certificates under specific circumstances, and will evaluate the situation on a case-by-case basis.

Commonly accepted certificates include training certifications from the following vendors:

Microsoft Citrix SUN VMWare

It is the responsibility of the candidate to provide any required proof of certification.

Ongoing Certification RequirementsFor candidates who are presently in the CNI program, there are three requirements to remain in the program:

Maintain a Novell Technical certification which meets the CNI program requirements Have students submit course evaluations for every class taught Teach only courses they are authorized to teach Meet the MTM preformance levels set for the CNI program. (See section on Quality

Assurance)6 Novell Instructor Programs - Program Guide

NOTE: Instructors with less than 3 years concurrent program membership are required to teach at least one

class per program year. This affects newly qualified CNIs and CNIs who have been reinstated to the program.

Course Authorization RequirementsIn order to ensure quality instruction, it is necessary for the instructor be demonstrably familiar with the materials being presented. This is accomplished through the use of course authorization requirements.

Prior to teaching any class, it is the instructors responsibility to meet the course authorization requirements. Instructors in the program will want to become familiar with the CNI/NAI Course Authorization page (http://www.novell.com/training/certinfo/cni/authorization.html). This page lists the requirements for all Novell courses that are currently in market.

To evaluate whether they are authorized for a class, instructors will need to log into the certification database (http://www.novell.com/training/i7login/autoauth?action=login) and select Certification Progress from the left navigation bar. At the bottom of the page, there is a link for Instructor Authorizations. The list this link presents shows the candidates authorization status in all current courses in market. The Certified column is used to determine whether a candidate is authorized for any particular class. If the certification date in the table is after the date a class is taught, the course is considered to have been taught without authorization, even if the candidate is currently authorized for the class.

Novells training partners are being encouraged to ask instructors publish their authorizations to them using the certification database. Under the Tools menu there is an option entitled Publish Credentials for a candidate to publish their certifications. This tool allows the candidate to be very selective in what is published in this process.

Provisional AuthorizationsOn occasion, it is necessary for Novell to set a provisional authorization requirement for a course. This is an authorization requirement that is set because a test is not yet out of development when a course becomes available. Provisional authorizations have an expiration date associated with them; this date is listed in the CNI/NAI Course Authorization page.

If an instructor holds an authorization on a provisional basis, the instructor has until the date the provisional authorization expires to meet the final course authorization requirements.

Expiration and DecertificationThe terms expiration and decertification are often used interchangeably by candidates in the program. However, they have two distinctly different meanings.

Expiration from the ProgramExpiration from the CNI program means that the candidate has not met or maintained a program requirement:

Failure to teach the minimum number of courses in a given program year (CNIs with 3 years or less concurrent program membership)

Failure to meet the MTM performance levels required by the program Failure to provide evaluations for courses delivered during the program yearThe Certified Novell Instructor Program 7

Not maintaining a suitable Novell technical certification

CNIs who are expired from the program can be reinstated into the program by meeting the requirement that was missed. For example, if a candidates technical certification expires, they can be reinstated by completing a current technical certification. Reinstated CNIs are required to teach once per program year to remain current in the program.

Expiration that occurs from inactivity requires the candidate follow the procedure outlined below in the section Reinstatement Into the Program.

DecertificationDecertification from the CNI program is a rare occurrence, and happens only at Novells discretion after the program rules have been violated. Examples of things that cause decertification include (but are not limited to):

Delivering Novell Authorized training at an unauthorized site Teaching courses without first meeting authorization requirements Infringement or misuse of Novells copyrights or trademarks

Decertification is generally considered to be an irreversible action, and is at the discretion of the Instructor Program Manager.

Novell retains the right to issue up to three (3) warnings to an instructor who is in violation of the program rules. The first contact may be written or by telephone, depending on the nature of the violation.

Reinstatement Into the ProgramWhen an expiration takes place due to a lack of teaching activity, CNIs have the ability to be reinstated into the program using the following process:

1. The CNI should look for an opportunity with a partner to deliver a course they would be authorized to teach

2. At least 2 weeks prior to the teach date, the CNI needs to contact Instructor Programs Administration (mailto:[email protected]) with the name of the partner, the course to be taught, and the date the course delivery is to take place.

3. CNI Administration will confirm the CNIs authorization to deliver the course in question, as well as confirm that the partner is current in the NTSP program.

4. If the verification in Step 3 is passed, the CNI will be provisioned with access to the course materials so they can obtain the materials to teach.

5. The partner must use Metrics that Matter to take course evaluations for the class. If the instructor is not available in MTM, paper evaluations must be used for the class.

6. If paper evaluations are used for the course, they should be scanned and e-mailed to Instructor Programs Administration (mailto:[email protected]) within 7 days of the course completion.

IMPORTANT: These steps must be followed in the order presented above; attempts to go around this process will result in reinstatement being delayed or denied for that event. Repeated attempts to circumvent this process may result in permanent decertification.

Reinstated CNIs must teach once per program year for the following 3 years to remain in the program.8 Novell Instructor Programs - Program Guide

ExceptionsThe hallmark of a good program is the ability to be flexible. The Instructor Program Manager has the discretion to evaluate and make reasonable exceptions on a case-by-case basis.

The evaluation of an exception is guided by three principles:

What is fair to the person seeking the exception? Viewed by other members of the instructor community, would the exception be viewed as

reasonable given the circumstances?

Viewed by an unbiased outside observer, would that observer say that the exception is fair?If, in the Instructor Program Managers judgement, a request for an exception meets these three criteria, there is a good chance an exception would be made.

The following are examples of common exceptions:

Teaching Private ClientsIndependent CNIs often want to know how they can go about ordering materials to deliver to specific customers that they consult for. Often times, a customer is more comfortable with having a standard course delivered by the consultant who helped them with their implementation of a Novell product, because the consultant can help make the material in the course relevant to the customer by using their own environment as an example to the students.

This is a perfectly reasonable expectation on the part of the instructor and the customer, and demonstrates a high level of commitment to customer satisfaction and customer service.

In order to provide this service to a private client, the instructor must meet the following requirements:

The course must be a course that the instructor is authorized to teach The course materials must be ordered from Novell directly using the exception order form

(http://www.novell.com/community/cert/instructor/icni_app.html)

Course evaluations must be performed using Metrics that Matter The course must not be advertised publicly

WARNING: Failure to meet these requirements will result in the CNI not being able to use this process in the future.

Other ExceptionsAny CNI who has a special circumstance that is not covered in this program guide is invited to contact Novell to discuss their specific circumstances. Novell will evaluate the specific circumstances on a case-by-case basis and determine whether an exception can be made.The Certified Novell Instructor Program 9

SpecializationsThe CNI Program provides two Specialization tracks which allow CNIs to prove that they have skills in particular areas related to teaching Novell courses.

CNI - Online SpecializationThe CNI Online Specialization focuses on the didactic skills required to deliver effective training using online delivery tools (such as Elluminate, GoTo Meeting, WebEx etc). The Specialization is awarded if the CNI passes an Instructor Performance Evaluation Online (IPE-O). Online training is becoming a popular method of delivery for training classes and the specialization indicates to Novell Training Partners that the CNI has an understanding of the issues involved in online delivery and has proven their skills in working in an online environment.

To arrange an IPE-O a current CNI should send an email to [email protected] for more information and to schedule a date on which the CNI can participate in an IPE-O.

CNI - Blended SpecializationBlended learning, which utilizes different learning delivery techniques, is becoming a popular option as new technologies make delivery of training via online and remote methods a practical option for many learners. CNIs are ideally placed to understand the customer requirements (both technical and delivery format) and to help create customized blended learning paths for their customers.

The CNI Blended Specialization recognizes that the CNI has experience and ability in the creation of Blended learning programmes which are tailored to specific client requirements.

To obtain the Blended specialization the CNI will have to prove their understanding of various course delivery methods (online, ondemand, in person etc), understanding of how to measure existing skills, perform a Training Needs Analysis, design a suitable range of options for delivery and effectively implement the training in a manner which meets the specific requirements of the client.

Evaluation for the Blended Specialization is via a written assessment. Training materials, guidance notes and the assessment will be available from the Instructor website in early 2010.


3 The Novell Academic Instructor ProgramThe NAI certification allows an instructor to teach certified training courses at an authorized Novell Academic Training Partner location. In order to enroll in the NAI program, the educational institution must first become a Novell Academic Training Partner. The candidate must then pass the course authorization requirements for a Novell course.

Because the technical requirements are maintained by the educational institution, NAIs may only teach at a NATP and may not deliver courses at a commercial Novell Training Services Partner site.

The NAI Program will be updated during program year 2010 at a point which causes minimal disruption to the academic year. Existing NAIs will be contacted in advance of the revised program taking effect. An updated version of this program guide will be made avaialble mid-2010.

New Candidate Program RequirementsFor the NAI program, candidates wishing to enroll must follow these three steps:

1. The candidate must be actively teaching for a Novell Academic Training Partner

2. The candidate must pass at least one of the course authorization requirements listed on the CNI/NAI Course Authorization Page (http://www.novell.com/training/certinfo/cni/authorization.html). NOTE: If the candidate does not have a certification record in Novells certification database, it is preferred that the authorization requirement be met with an exam rather than a technical skills assessment. Using an exam will speed up the certification process.

Additionally, Novell Academic Training Partners employees receive a discount on Novell testing. The candidate should contact their primary contact for information about how to receive the discounted testing price.

3. The candidate must contact Novell Instructor Programs (mailto:[email protected]) with the name of the partner, the partner ID number, and their certification ID.

With the NAI program, there is no didactic requirement; it is up to the academic institution to determine if the candidate is capable of leading a classroom through the semester.

Ongoing Certification RequirementsThe only ongoing certification requirement for the NAI program is that the academic partner renew their partnership on an annual basis and that the instructor continue to be teaching Novell course materials for the institution.The Novell Academic Instructor Program 11

Special Note for CNIs teaching at Academic InstitutionsA CNI who wishes to teach at an academic partner may do so. They can apply to the NAI program just like any other candidate wishing to enroll in the program. CNIs in this situation are strongly encouraged to become NAI certified.

In order to maintain their CNI status, a CNI teaching as an NAI in an NATP must meet a few additional requirements:

The CNI must only teach classes they are authorized to teach. At least once each year, the CNI must have the school forward the results from the schools

teacher evaluation to Novell. The evaluation summary data can be scanned and e-mailed to Instructor Programs Administration (mailto:[email protected]) . The information sent in must include the CNIs certification ID and must indicate the Novell course that was taught as part of the schools curriculum as well as the dates that the course was held. The course needs to have been taught during the program year in order to qualify.

In order to be accepted, the summary data sent to Novell must include data specific to evaluating the instructors performance in the classroom.

If the CNI does not submit evaluations to Novell that meet these requirements, their CNI status will be expired. However, if they have become NAI certified as well, they will still continue to operate under the NAI program rules and maintain access to the instructor resources and community. A CNI who has been expired from the CNI program while teaching at an academic partner site under the NAI rules can be reinstated by meeting the above requirements.

Course Authorization RequirementsUnder the NAI program rules, it is not necessary to meet authorization requirements for the course being taught, but it is strongly encouraged. Being authorized to teach Novell materials within an academic environment will help the instructor better prepare their students to take and pass the exam or exams for the material being delivered.

Being authorized for the course being taught will improve the student experience and be better for the institution, the instructor, and the student.

Expiration and DecertificationAs with the CNI program, the terms expiration and decertification do have different meanings.

Expiration from the ProgramAn NAI becomes expired from the NAI program when they stop teaching at an academic partner site. If the institution decides not to renew their partnership with Novell, this would cause the NAIs at that site to lose their certification status.

Decertification from the ProgramDecertification is an occurrence that would occur if an instructor is found using Novell materials, copyrights, or trademarks in an inappropriate manner. Decertification is permanent and a candidate removed from the program for such a violation would not be able to reapply.12 Novell Instructor Programs - Program Guide

Reinstatement Into the ProgramAn expired NAI may be reinstated into the program by contacting Novell after taking a position with an academic training partner. If the institution the candidate is employed by does not renew their partnership, renewal of the partnership would permit the NAIs with the institution to be reinstated.

To request reinstatement, contact Instructor Programs Administration (mailto:[email protected]) with the partner name and ID number, and the candidates certification ID.The Novell Academic Instructor Program 13

4 Certification Benefits and ResourcesIn addition to the ability to teach Novell Authorized Courseware, Novell makes certain benefits and resources available to the community.

This is not an exhaustive list, but rather is intended to cover the general benefits and resources that Novell makes available to the instructor community.

Instructor Community WebsiteThe primary source of all information for CNIs and NAIs is the Instructor Community Website (http://www.novell.com/community/cert/instructor). This site provides links to course materials, the instructor support forums, and other resources intended for use by the community.

In order to access these resources, you must be a current CNI or NAI in Novells programs and have a valid Novell Login account that is tied to your certification record indicating you are current in one of these two programs.

If you are unable to access the portal and believe should be, please contact Novell Training Services Customer Support (mailto:[email protected]) to have your certification record checked to make sure it is tied to the proper Novell Login account.

Instructor Support ForumsThe primary means of receiving support for course setups and for interaction among the members of the Novell Instructor Community is the instructor support forums.

These forums are available via NNTP (on forums.novell.com) or through a web interface linked through the main community website pages.

Authentication is required to access the forums. The login information is available through the community website. The user ID and password used are changed periodically. IMPORTANT: We ask that members of the community not share this login information with anyone - if another instructor asks for the information, please direct them to the website.

The forums are broken down into two categories:

Course Support forums (named novell.education.cni.courseXXXX - where XXXX is the course number)

General Discussion forums (The other groups under novell.education.cni.*)The forums are staffed by a team of experienced members of the community (known collectively as SysOps). This team is made up of instructors who have demonstrated their skills in working Certification Benefits and Resources 15

with the course setups.

Occasionally, we do look for new SysOps. When this happens, we look at forum participation and knowledge. Please note that this is an invitation-only process.

Instructor Wiki

The Instructor Wiki (http://www.novell.com/community/cert/instructor/wiki) is provided as a means of fostering collaboration between members of the CNI community. This resource is available for all instructors to contribute their errata, tips & tricks, and supporting materials to. Several instructors have already contributed slide decks and notes from their experiences with various courses. We encourage the community to continue to develop and contribute content to the wiki.

Course Material DownloadsFrom the instructor portal, instructors are able to download current course materials. This list is kept up to date with shipping courses. Beta courses are also available for download through the portal, but the list is presented separately to make it clear which courses are currently able to be offered and which courses are currently in beta.

Beta materials are typically made available around the time of the course beta teach, and are provided to allow instructors to become familiar with the content of new courses. The beta materials should never be used in class, or distributed in any way.

Novell Ondemand TrainingIn order to assist Novell Instructors to develop their own skills and knowledge, Novell provide full access to our Ondemand training at no charge for current Instructors. The ondemand training includes access to ATT courses, Quick Fix support material, standard channel courses and product overview training.

This benefit provides a solution to the issue of allowing Instructors to access material such as ATT content - Ondemand Training makes many ATT courses and specialized training available to the entire CNI community in a convienent and easy to access form.

Instructor SummitsInstructor Summits provide a useful opportunity to make information about program updates, future plans and news regarding Novell Training Services available to the Novell Instructor community. Summit events may be held online or as live events. All current Novell Instructors are invited to participate in Summit events, and a proportion of the time at Instructor Summits will be reserved specifically to allow instructors to provide feedback to Novell on any issues or suggestions they may have which affect the Instructor Programs.

Train The Trainer SessionsAs part of Novells ongoing commitment to its instructor community and training partners, Novell Training Services is holding regular Train The Trainer events to help instructors keep current on new Novell course offerings.

Train the trainer events take place in two different forms:

Online events Instructor-led events

Online Train The Trainer events are advertised 4-6 weeks in advance of the date of the event, and are held online using Novells online classroom technology. These events are usually focused on 16 Novell Instructor Programs - Program Guide

instructors with prior product knowledge and include discussion on updates, course design

objectives, and the intended audience for the course. These sessions typically last 2 hours (though they may run longer depending on the amount of material to cover and the number of questions).

Instructor-led events are advertised farther in advance, and are offered on a regional basis in order to bring instructors up-to-speed on new technologies. These events may be offered either directly from Novell or by selected Novell Training Partners. Instructor-led training events are often held at an accelerated rate and may cover multiple courses in a bootcamp-style format.

Product feature sessions will be made available where possible, offering instructors the chance to attend online sessions which while not specifically related to a particular course will provide technical information which will help the instructor with their own development and understanding of the features of Novell products. These sessions may be offered as part of the Spotlight seminar series offered to Novell Training Partners.

Depending on the content and intent of any given Train The Trainer event, the sessions may be made available only to a subset of the instructor community.

Online Train the Trainer events are typically recorded for later review and the recordings are posted to the Instructor Wiki, in the Teaching Aids section for the relevant course.

Train The Trainer CostsCosts for Train The Trainer events are as follows:

Online: No cost to the attendee Instructor-Led (Direct from Novell): No cost for attendance; attendee is responsible for travel

and lodging.

Instructor-Led (Delivered by a Partner): The partner may charge a fee for attendance; the amount is left up to the partner, but generally the cost is lower than a standard class. Travel and lodging are not typically included in the costs.Certification Benefits and Resources 17

5 Quality AssuranceSince the 2005 program year, all partners have been required to use Metrics that MatterTM to provide quality data on the delivery of courses in their facilities.

Starting in the 2006 program year, this was a hard requirement for the CNI program, and it will continue to be a firm requirement.

In the 2010 program year, MTM data will be used as a key evaluator for continued program membership.

Why is Quality Important?The quality of course delivery affects everyone - Novell, the partners, the instructors, and the students. In order to understand the student experience better, Novell asks the customers what their experience was like.

If a student has a bad experience, it can spread throughout a classroom or the students organization (often times both), leading to reduced opportunities for the training partner & instructor, and even to a lost customer to Novell.

Connecting with the customer in the classroom through the use of course feedback is an integral and important part of Novells course development process, as well as providing us with some real-world guidance from the customer about where the programs need to be developed so they continue to come back for more.

In short, happy customers are repeat customers. Repeat business is relatively inexpensive to maintain (compared to getting new business); part of growing your business (and Novells) depends on repeat business not declining. Otherwise, that decline affects the overall growth Novell is seeing, and impacts the business of our partners.

Metrics that MatterMetrics that Matter (MTM) is the tool Novell uses to measure quality in the classroom. MTM is the industry standard tool for understanding the effectiveness of training programs.

How Does Novell Use MTM Data?MTM data is used by Novell for a few different purposes:

To ensure program requirements are being metQuality Assurance 19

To determine who special opportunities should be provided to To identify course materials that may be in need of an update To better understand our customers training needs

To plan future course developmentMetrics that Matter and the CNI ProgramOver the years, we have had many questions asked about the relevance of MTM data to Novell. This list is not an exhaustive list of the questions we have received, but they are the most common questions.

What does it cost a CNI to get an MTM account set up?MTM is provided to CNIs at no cost. Novell absorbs that cost and provides the current CNI list to Knowledge Advisors on a regular basis in order to get your account set up.

There is an enrollment page on the Knowledge Advisors website; this is not a page you need to visit as a CNI. All you need to do is be current in the program and have updated your certification record with current contact information. You will receive an e-mail from Knowledge Advisors within 4-6 weeks of your CNI certification (or reinstatement into the program) with your login information for Metrics that Matter.

Students tend to just enter scores of 9; doesnt this invalidate the data?For small numbers of evaluations, this would create questions about the validity of the averages. The more evaluations we receive for an instructor, the more accurate the averages become.

If an instructor only has a few scores in the system, we try to take that into account when using the MTM data to select instructors for special programs.

How do I ask students to give me good (but also realistic) scores?This is one of the most frequent questions asked. There will always be students who just mark 9 for everything, and put in comments like great instructor (if they comment at all). Similarly, there will always be students who will never give a 9 because nobodys perfect, and a score of 9 represents perfection to some students.

One of the best practices we have seen is to start the week off by telling students that they will be receiving an online evaluation at the end of the class via e-mail; that you appreciate their honest and candid feedback on all aspects of the course. At the same time, if they have concerns about the class or are dissatisfied with it, they should not wait until the evaluation is sent out to express their concerns. Rather, they should talk to the instructor during a break/after class or talk to representatives of the training center.

This tells the students that the instructor cares that the students have a good experience and gives them an outlet for their frustrations other than the evaluation at the end of the class.

If the students feel that an instructor or center can fix a problem for them during the class, they will be more likely to give better scores. A bad evaluation means the issue doesnt get addressed for them, but it may be addressed for the next class.

If my scores are low, will I be expired from the program?In the 2010 Program year it is a requirement for instructors to maintain an overall instructor score which meets the ongoing MTM program requirements. Instructors with MTM instructor feedback of below 6 will be expired from the program. Instructors who have an average score of less than 20 Novell Instructor Programs - Program Guide

7 in a quarter will be contacted, and if they contine to score less than 7 in the next quarter in which

they teach they will be expired from the program. Instructors will only be evaluated on the specific instructor related data, not MTM data relating to other aspects of the course evaluation.

Will I be expired without an opportunity to explain the circumstances which caused the low scores ?

Before any instructor is expried from the program Novell will make all reasonable attempts to contact the instructor using the contact details held in the certification database. Novell understands that occasionally circumstances which are not in the control of the instructor cause lower scores to be given by training delegates, and Novell will operate a flexible policy in these circumstances.

How do I access my own MTM data?You will have received login information from Knowledge Advisors that gives you access to your own score data. Novell recommends that you review your own scores after a class using the Quick Question report - this provides a good overview of the feedback from a particular class. You can also use the other tools to see what your scores look like on a larger scale using custom reports.

Can I create my own events in MTM?Independent instructors delivering courses to a private customers are required to use MTM for evaluation purposes for the class. This is part of the exception process; instructors who deliver private courses without using MTM will not be able to order materials for future private classes.

Im working with a partner that does not use MTM. What are my options?Please contact Novell Training Services (mailto:[email protected]) with information about the partner. We will work with the partner to get them set up in the system, as well as to help you ensure that MTM is used for your course as well.

Who do I contact for assistance with MTM-related questions?You can contact at Knowledge Advisors Support (mailto:[email protected]) or call them at +1 800 561-3341 or +1 312 372-5676 between the hours of 8 AM and 8 PM US Central Time

Ive just been reinstated to the program, and do not have an MTM account. How do I set my account up?

Newly reinstated instructors contact information will be forwarded to Knowledge Advisors to have their account set up. If the account is not active by the time your reinstatement course delivery takes place, we will provide you with a paper-based version of the evaluation to hand out to your students.

Once the class is done, scan and e-mail those forms to Novells Instructor Program address (mailto:[email protected]) to complete your reinstatement.Quality Assurance 21

A Novell ContactsNovell is always interested in hearing feedback from our partners and instructors. If you have questions or comments about the programs, please feel free to contact the following people.

For those contacts whom we have provided a telephone number for, we ask that you use the phone only when the situation is in need of immediate attention; in general, e-mail is likely to get a faster response.

For general questions about the CNI or NAI programs, please use the Instructor Programs Administration e-mail address as a starting point. This will ensure the fastest response for general inquiries.

For questions about course setups or Novell products, please refer to the Instructor Support Forums for assistance.

Table 1 Contact Information

Contact Name Title Email Address Telephone Number

Alistair Cloughley Program Manager, Novell Authorized Instructor Programs

[email protected] +44 131 625-5646

Shirley Reynolds Program Manager, Novell Training Partners


MaryJo Swenson Vice-President, Novell Technical Training Services


Emma Silver Novell Global Training Partner Program Manager

[email protected] +44 1344 724482

David Coughanour Novell Testing & Development Manager


Instructor Programs Administration

General Instructor Program Questions


+1 801 861-3382Novell Contacts 23


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