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Sie haben schon sehr gute Kenntnisse in Infor ION BI und möchten diese nun in einem Spezialgebiet weiter vertiefen und ausbauen. Dann ist diese Schulung für Sie genau richtig.   Ziel Nach dieser Schulung beherrschen Sie den Umgang mit Rules und Accelerators wie ein Profi. Auch komplexere Berechnungslogiken werden Sie mühelos lösen können.   Zielgruppe Sehr fortgeschrittene Anwender, Systembuilder   Dauer 2 Tage   Inhalt im Detail Einführung in Infor ION BI-Rules Erstellung einfacher Rules Wechselkurse Cube-übergreifende Rules Erstellung von Accellerators Zeitbasierte Rules Umlagen Rules auf Bewegungs- und Bestandswerte  ATVISIO-Beratungspraxis: „Best practice“ und vermeidbare Fehler     Neu: Jetzt als Online-Training buchen Sie können die angebotene Schulung auch als Online-Training buchen. Hierbei wird die Schulung in 4 Online-Trainingsblöcke aufgeteilt. Zu den gemeinsam vereinbarten Trainingszeiten kontaktiert Sie Ihr Trainer und spiegelt zunächst seinen Bildschirm auf Ihren Rechner – und bei Bedarf auch anders herum. Idealerweise halten Sie noch einen zweiten PC oder Laptop für eigene Übungen bereit. Dann kann das Training beginnen. Durch ein Online-Training sparen Sie Zeit und Reisekosten, können die gewonnenen Stunden für Ihr Tagesgeschäft produktiv nutzen, genießen die Vorteile einer Individualschulung – und auch bei der Terminwahl sind Sie ganz flexibel. Für weitere Informationen rufen Sie uns an.   Weitere Informationen Für Unternehmen kann dieses Training auch als Inhouse-Schulung durchgeführt werden. Bitte sprechen Sie hierzu Rebecca Schlesser an.  
Mit IBM Cognos TM1 steht Ihnen die Welt des Performance-Managements weit offen. In dieser Schulung bekommen Sie das erste Rüstzeug für den professionellen Einsatz im Unternehmen vermittelt.   Ziel Sie lernen, multidimensionale Datenbanken zu verstehen und Unternehmenskennzahlen mit unterschiedlichen Berichtstypen zu analysieren.   Zielgruppe Anwender, Einsteiger in die IBM Cognos TM1-Umgebung   Dauer 2 Tage   Inhalt im Detail Überblick und Hintergründe über TM1 Ad-hoc-Analyse Ansichten (Views), Subsets und Filter Dynamische Subsets Formate in Ansichten Excel-Berichte (Perspectives) TM1-Arbeitsblattfunktionen in Excel Erstellen dynamischer Formulare mithilfe von Active Forms Erste Schritte in TM1 Web ATVISIO-Beratungspraxis: „Best practice“ und vermeidbare Fehler   Neu: Jetzt als Online-Training buchen Sie können die angebotene Schulung auch als Online-Training buchen. Hierbei wird die Schulung in 4 Online-Trainingsblöcke aufgeteilt. Zu den gemeinsam vereinbarten Trainingszeiten kontaktiert Sie Ihr Trainer und spiegelt zunächst seinen Bildschirm auf Ihren Rechner – und bei Bedarf auch anders herum. Idealerweise halten Sie noch einen zweiten PC oder Laptop für eigene Übungen bereit. Dann kann das Training beginnen. Durch ein Online-Training sparen Sie Zeit und Reisekosten, können die gewonnenen Stunden für Ihr Tagesgeschäft produktiv nutzen, genießen die Vorteile einer Individualschulung – und auch bei der Terminwahl sind Sie ganz flexibel. Für weitere Informationen rufen Sie uns an.   Weitere Informationen Für Unternehmen kann dieses Training auch als Inhouse-Schulung durchgeführt werden. Bitte sprechen Sie hierzu Rebecca Schlesser an.  
Course Description: Help desk professionals and support center analysts provide frontline support and act as the primary contact for customers. It is important that these service desk professionals provide the highest quality customer care with every interaction. HDI Support Center Analyst (HDI-SCA) training focuses on help desk strategies for effective customer service, emphasizing problem-solving and trouble-shooting skills, call-handling procedures, incident Management, communication skills, and an introduction to ITIL® Processes. Course Topics: Module 1 : The Evolution of the Support Center ●     The Evolution of the Support Center ●     The Role of the Support Analyst ●     The Support Center’s Role in the Business Module 2 : Strategic Framework ●     Strategic Perspective ●     Service Level Agreement ●     Standard Operating Procedures ●     Business Alignment Module 3 : Service Delivery Methods and Technology ●     Service Delivery Methods ●     Telephony Systems ●     Service Management Systems Module 4 : Support Center Processes and Operations ●     Best Practices for IT Service Management ●     ITIL Service Support ●     Security Management ●     Knowledge Management ●     Quality Assurance Module 5 : Call Handling Procedures ●     Total Contact Ownership ●     Procedures for Call Handling ●     Service Management Systems Module 6 : Communication Skills ●     Communication Process ●     Cultural Sensitivity ●     Vocal Elements ●     Active Listening ●     Incident Documentation ●     Writing Skills Module 7 :  Problem-Solving and Troubleshooting Skills ●     Problem-Solving and Types of Thinking ●     Questioning Skills ●     Solve Incidents with IMPACT ●     Additional Customer Service Skills ●     Root Cause Analysis Module 8 : Maximizing Effectiveness ●     Your Customer’s Psychological Needs ●     Handling Conflict ●     Handling Difficult Customer Behaviors ●     Stress Management ●     The Power of a Service Attitude ●     Managing Your Time ●     Managing Your Career  Learning Goals: ●     The Process of incident Management, from detection and recording to closure. ●     Critical thinking skills to resolve incidents quickly and consistently. ●     The importance of total contact ownership. ●     An awareness of the core help desk Processes and Best Practices used in service and support centers. ●     Valuable active listening skills and effective communication strategies. ●     Proven techniques for improving customer interactions. ●     Effective support center strategies for managing difficult customers.  Course Agenda: Day 1  Module 1 : The Evolution of the Support Center ●      The Evolution of the Support Center ●      The Role of the Support Analyst ●      The Support Center’s Role in the Business Module 2 : Strategic Framework ●      Strategic Perspective ●      Service Level Agreement ●      Standard Operating Procedures ●      Business Alignment Module 3 : Service Delivery Methods and Technology ●      Service Delivery Methods ●      Telephony Systems ●      Service Management Systems Module 4 : Support Center Processes ●      and Operations ●      Best Practices for IT Service Management ●      ITIL Service Support ●      Security Management ●      Knowledge Management ●      Quality Assurance Day 2  Module 5 : Call Handling Procedures ●      Total Contact Ownership ●      Procedures for Call Handling ●      Service Management Systems Module 6 : Communication Skills ●      Communication Process ●      Cultural Sensitivity ●      Vocal Elements ●      Active Listening ●      Incident Documentation ●      Writing Skills Module 7 : Problem-Solving and Troubleshooting Skills ●      Problem-Solving and Types of Thinking ●      Questioning Skills ●      Solve Incidents with IMPACT ●      Additional Customer Service Skills ●      Root Cause Analysis Module 8 : Maximizing Effectiveness ●      Your Customer’s Psychological Needs ●      Handling Conflict ●      Handling Difficult Customer Behaviors ●      Stress Management ●      The Power of a Service Attitude ●      Managing Your Time ●      Managing Your Career Who can Attend? ●     Frontline technical support staff who need to learn the critical steps required to effectively manage and prioritize incidents and reduce escalations, and who need to master the essential customer service skills required to manage difficult customers and improve overall customer satisfaction. ●     Individuals who are preparing for the HDI Support Center Analyst certification exam.
Course Description: Help desk professionals and support center analysts provide frontline support and act as the primary contact for customers. It is important that these service desk professionals provide the highest quality customer care with every interaction. HDI Support Center Analyst (HDI-SCA) training focuses on help desk strategies for effective customer service, emphasizing problem-solving and trouble-shooting skills, call-handling procedures, incident Management, communication skills, and an introduction to ITIL® Processes. Course Topics: Module 1 : The Evolution of the Support Center ●     The Evolution of the Support Center ●     The Role of the Support Analyst ●     The Support Center’s Role in the Business Module 2 : Strategic Framework ●     Strategic Perspective ●     Service Level Agreement ●     Standard Operating Procedures ●     Business Alignment Module 3 : Service Delivery Methods and Technology ●     Service Delivery Methods ●     Telephony Systems ●     Service Management Systems Module 4 : Support Center Processes and Operations ●     Best Practices for IT Service Management ●     ITIL Service Support ●     Security Management ●     Knowledge Management ●     Quality Assurance Module 5 : Call Handling Procedures ●     Total Contact Ownership ●     Procedures for Call Handling ●     Service Management Systems Module 6 : Communication Skills ●     Communication Process ●     Cultural Sensitivity ●     Vocal Elements ●     Active Listening ●     Incident Documentation ●     Writing Skills Module 7 :  Problem-Solving and Troubleshooting Skills ●     Problem-Solving and Types of Thinking ●     Questioning Skills ●     Solve Incidents with IMPACT ●     Additional Customer Service Skills ●     Root Cause Analysis Module 8 : Maximizing Effectiveness ●     Your Customer’s Psychological Needs ●     Handling Conflict ●     Handling Difficult Customer Behaviors ●     Stress Management ●     The Power of a Service Attitude ●     Managing Your Time ●     Managing Your Career  Learning Goals: ●     The Process of incident Management, from detection and recording to closure. ●     Critical thinking skills to resolve incidents quickly and consistently. ●     The importance of total contact ownership. ●     An awareness of the core help desk Processes and Best Practices used in service and support centers. ●     Valuable active listening skills and effective communication strategies. ●     Proven techniques for improving customer interactions. ●     Effective support center strategies for managing difficult customers.  Course Agenda: Day 1  Module 1 : The Evolution of the Support Center ●      The Evolution of the Support Center ●      The Role of the Support Analyst ●      The Support Center’s Role in the Business Module 2 : Strategic Framework ●      Strategic Perspective ●      Service Level Agreement ●      Standard Operating Procedures ●      Business Alignment Module 3 : Service Delivery Methods and Technology ●      Service Delivery Methods ●      Telephony Systems ●      Service Management Systems Module 4 : Support Center Processes ●      and Operations ●      Best Practices for IT Service Management ●      ITIL Service Support ●      Security Management ●      Knowledge Management ●      Quality Assurance Day 2  Module 5 : Call Handling Procedures ●      Total Contact Ownership ●      Procedures for Call Handling ●      Service Management Systems Module 6 : Communication Skills ●      Communication Process ●      Cultural Sensitivity ●      Vocal Elements ●      Active Listening ●      Incident Documentation ●      Writing Skills Module 7 : Problem-Solving and Troubleshooting Skills ●      Problem-Solving and Types of Thinking ●      Questioning Skills ●      Solve Incidents with IMPACT ●      Additional Customer Service Skills ●      Root Cause Analysis Module 8 : Maximizing Effectiveness ●      Your Customer’s Psychological Needs ●      Handling Conflict ●      Handling Difficult Customer Behaviors ●      Stress Management ●      The Power of a Service Attitude ●      Managing Your Time ●      Managing Your Career Who can Attend? ●     Frontline technical support staff who need to learn the critical steps required to effectively manage and prioritize incidents and reduce escalations, and who need to master the essential customer service skills required to manage difficult customers and improve overall customer satisfaction. ●     Individuals who are preparing for the HDI Support Center Analyst certification exam.
Please join the Search Inside Yourself Leadership Institute (SIYLI) and OSRAM for two days of personal and professional development focused on building healthy mental habits for sustained high performance and wellbeing. Developed at Google and based on the latest in neuroscience research, the Search Inside Yourself (SIY) program teaches attention and mindfulness training that build the core emotional intelligence skills needed for effective leadership. We help professionals at all levels adapt, management teams evolve and leaders optimize their impact and influence. Give us your attention for a few days, and we’ll show you how to focus it for the rest of your life. Curriculum The SIY curriculum includes: Neuroscience Mindfulness Emotional Intelligence Leadership  We’ve implemented our programs in dozens of organizations across industries and around the world using highly practical and scientifically proven methods of mental conditioning and attention training that improve overall emotional intelligence and wellbeing, resilience, creativity, communication, productivity and personal and organizational leadership. Program Design Everyone has the capacity to develop and increase wellbeing because wellbeing is a skill, and all skills are trainable.  The highly interactive and experiential program includes the following core components: Overview of the neuroscience of emotion, perception and behavior change Definition of emotional intelligence and its personal and professional benefits Attention training to enable greater emotional intelligence, including self-awareness, self-mastery, motivation and connection with self and others Principles and practices for developing healthy mental habits that accelerate wellbeing, including effective listening, generosity, empathy, communication and social skills Mindfulness and reflection practices that support happiness, thriving and overall wellbeing Exercises include attention training practice, dyad conversations, writing, walking and group conversations Outcomes Whether you are coming for personal or professional development or to check out the SIY program for your organization, you will learn foundational skills to: Enhance mental fitness and clarity Develop agile and adaptive mindsets Reduce stress responses Increase resilience Improve access to creativity Develop greater self awareness Enhance emotion regulation Improve communication skills Develop better decision-making skills Develop greater emotional intelligence Experience greater overall wellbeing, thrive! Search Inside Yourself is now accredited by the International Coaching Federation.  Coaches now receive 13.5 Continuing Coaching Education credits when attending SIY!  Find more information here. Logistics The program begins at 9am and ends at 5pm both days. A healthy lunch will be provided. SIYLI believes in radical generosity. When you purchase a ticket to attend, you are supporting scholarships for individuals who cannot afford the full price of a ticket. Scholarship applications will be open while spots are available. Please apply here. Program Outline Supported by  For more information about Search Inside Yourself, visit www.siyli.org Refund Policy If you're unable to attend a program that you've registered and paid for, there are a couple of options: Transfer to another participant: Tickets are fully transferable to another person at any time. Contact SIYLI to give us the name and email of the attendee in your place. Full or partial refund: You are eligible for a full refund until three weeks prior to the event. If you cancel between one to three weeks before the program, you can receive a refund less a 25% processing fee. If you cancel within 1 week of the program you are not eligible for a refund. Unfortunately, registrations are not transferable between programs and we are unable to provide credit for future programs. Refunds will be issued through Eventbrite and processed within 15 days of notification of cancellation. 

Certified Service Design Thinker, München

Munich,
Worum es gehtDifferenzierung und Erfolg am Markt werden heute nicht mehr durch Features erzielt, sondern durch einzigartige Kundenerlebnisse und neuartige Services oder Produkt-Service-Verbindungen. Mit speziellen Prozessen und Methoden hilft Ihnen Service Design Thinking, Innovationspotentiale zu identifizieren und Serviceangebote zu gestalten, die für Ihre Kunden attraktiv und nützlich und für Sie als Anbieter effizient umsetzbar sind. Dieses Seminar befähigt Sie dazu, Innovations- und Optimierungspotentiale im eigenen Angebot zu erkennen und erfolgreiche Kundenerlebnisse zu gestalten. Was Sie erwartetWenn Menschen ein Produkt oder einen Service nutzen, kommen Sie mit einer Vielzahl verschiedener Interfaces und Kommunikationskanäle in Kontakt. Auf Anbieterseite sind häufig unterschiedliche Teams für die Gestaltung dieser einzelnen „Touchpoints“ zuständig, was nicht selten zu Lücken und Brüchen im Gesamterlebnis des Kunden führt. Der Bedarf an speziell ausgebildeten Designern, Managern und Consultants, die eine stimmige und gelungene Gesamterfahrung über alle Touchpoints hinweg orchestrieren können, nimmt sowohl im privaten als auch im öffentlichen Sektor stetig zu. Was Sie lernen werdenSie lernen konkrete Methoden und Tools aus dem Human-Centered Design kennen, die Ihnen helfen, Ihre Kunden besser zu verstehen und Pain Points und Verbesserungsmöglichkeiten aus Kundensicht wahrzunehmen. Sie erfahren, wie Sie von diesen Erkenntnissen zu skalierbaren, innovativen Lösungsideen kommen, und wie Sie diese effektiv umsetzen und kommunizieren. Die Perspektive des Service-Design-Thinking wird Ihnen helfen, Ihr Angebot ganzheitlich zu betrachten und neue Möglichkeiten der Service-Erweiterung oder –Verbesserung in allen Phasen, von der Akquise bis zur Nachbetreuung, zu erkennen. Wer teilnehmen sollteDas Seminar wurde für Menschen entwickelt, die in Organisationen, Unternehmen, Agenturen, Institutionen und NGOs für die konzeptionelle und strategische Entwicklung neuer Services und ganzheitlicher, cross-channel Customer Experiences (mit-)verantwortlich sind, z.B. Service-Planer und -Manager, Projekt- und Produktmanager, Marketing- und Sales-Manager, Customer Service Manager, Designer und Design-Manager aus allen Bereichen (User Experience, Visual Design, Produktdesign, etc.), sowie Architekten, Scrum Master und Product Owner, Unternehmensberater und -gründer.
Certified Service Design Thinker, München

Certified Service Design Thinker, München

Munich,
Course Description : The Privacy & Data Protection Foundation course is a two-day course aimed at developing basic knowledge about privacy and data protection. The Data Protection Foundation certificate exhibits the students ability to cut through the legal jargon and focus on the core principles of privacy and data protection/ GDPR, and understand the impact these might have on your organisation. All in all, the student will acquire a complete overview of the data protection responsibilities. Course Outline : Day 1: Introduction to the Course: Learning objectives Privacy in Context: How privacy became a “right” of everyone. Legal history of privacy and data protection, up to the GDPR. Overview of international laws regulating privacy Main Players in the GDPR Overview of the roles and related responsibilities set out in the GDPR The House of Data Protection: Foundation Getting acquainted with the House of Data Protection. Territorial and material scope of the GDPR. Definition of Personal Data according to the GDPR. Definition of processing according to the GDPR. The House of Data Protection: Processing Principles Lawfulness of processing. Overview of the 6 grounds for legitimate processing of Personal Data The House of Data Protection: Restrictions Restrictions to the processing of Personal Data imposed by the GDPR  Day 2: The House of Data Protection: Obligations Obligations imposed on Controllers and Processors when using Personal Data The House of Data Protection: Communication A Controller should actively communicate to Data Subjects, Recipients, and the DPA after certain things have happened, or are suspected to have happened. What are those events, and in what timeframe should the communication take place? The House of Data Protection: Accountability What is accountability and why is it important? What are the criteria the GDPR defines for accountability? Are there already Best Practices, even though the GDPR is very new? How can performing tests or audits help ensure sure compliance? What happens if you are found non-compliant? Target Audience : Anyone who collects, edits, processes or manages personal information in a professional context Anyone in a staff function that requires awareness of legal responsibilities as regards the use of personally identifiable information Employees of call centres, help desks and other first-line customer-oriented services Staff in charge of designing, developing or managing processes or services wherein personal data are involved Consultants who need to be able to provide advice on handling the personal data of European citizens Learning Objectives : Candidates should know and understand the basics of the GDPR Candidates should be able to apply the GDPR in easy day-to-day situations Candidates should know how to stay accountable to a DPA Candidates should understand what basic steps need to be taken to implement the GDPR in their work environment Course Agenda : The course covers 4 areas of attention:  1.      Introduction to Privacy & Data Protection 2.      The House of Data Protection: Definitions and Processing Principles 3.      The House of Data Protection: Restrictions and Obligations 4.      The House of Data Protection: Communications and Accountability  Who Can Attend?  ●     Anyone who collects, edits, processes or manages personal information in a professional context ●     Anyone in a staff function that requires awareness of legal responsibilities as regards the use of personally identifiable information ●     Employees of call centres, help desks and other first-line customer-oriented services ●     Staff in charge of designing, developing or managing processes or services wherein personal data are involved ●     Consultants who need to be able to provide advice on handling the personal data of European citizens
Course Description: This power session offers new ways of managing and dealing with projects. The focus is more on communications, understanding stakeholders’ needs and managing expectations. Participants will also learn about organizational politics and culture, and performing value-adding activities.  Aligned with the Project Management Institute (PMI®) Guide to the Project Management Body of Knowledge (PMBOK® Guide 5th Edition), this course provides a practical approach to focusing on those things that matter most for project success. Namely – communication, managing stakeholder expectations, risk, change and quality, so that the scope, schedule, cost and project goals are met as planned. In short, the course provides the context and meaning behind the words Project Integration. Participants will discover the approaches and techniques that will deliver project success through topics that deal with: The importance of proper stakeholder analysis and robust communication planning in building the foundation for a successful project. Utilizing best practices, concepts and methodologies and leveraging them in the context of organizational challenges and project realities.  Illustrating the link between effective management of back office aspects (e.g., quality, risk, communication and change) and delivering value and project success. Realizing the importance of assessing and prioritizing project readiness and complexity in the context of the organizational bigger picture to ensure alignment with organizational objectives. The delivery format will combine lecture with practical real-life examples. There will be mini exercises “on the go” to apply individual learning.  This course is designed after the book Managing Stakeholder Expectations for Project Success (Ori Schibi, 2013).  Course Topics: ●      Introduction ●      Module 1: The Sad Reality of Project Management and the Need for Meaningful Project Integration ●      Module 2: Project Complexity and Readiness Assessment ●      Module 3: Stakeholder Needs Assessment ●      Module 4: Assumptions: Project Manager’s Best Friends ●      Module 5: Focus on What Matters ●      Module 6: Integration: Putting it all together  Learning Goals:  ●      Techniques for improving vertical collaboration between project managers and other stakeholders to help achieve meaningful results for the organization. ●      Checklists and other measures that can help determine how prepared an organization is for undertaking a project. ●      Concepts around defining success criteria and in turn, tying them to the project constraints. ●      How to identify, address, track and act on assumptions and link them to project success. ●      Ways to determine project health that check a project’s interim performance beyond the traditional measurements. ●      Techniques to reduce the number of requirement and scope changes introduced throughout the project. ●      Stakeholder analysis to design a communication plan that is relevant, effective and efficient – and addresses stakeholders’ needs. ●      Integration, what it really means and what the project manager needs to do to perform it properly. ●      Concepts that help perform a meaningful lessons learned process.  Course Agenda:  Day 1 ●      Introduction ●      The Sad Reality of Project Management and the Need for Meaningful Project Integration ●      Project Complexity and Readiness Assessment ●      Stakeholder needs Assessment Day 2 ●      Assumptions: Project Manager’s Best Friends ●      Focus on What Matters ●      Integration: Putting it all together  Who can Attend?  This course is designed for project, program and operations managers, as well as project sponsors and personnel who work in project environments.
Course Description: This Course is for organizations that have or desired to establish an enterprise architecture function. This Course describes enterprise architecture, solution architecture, and the relationship between them. Course topics include: Enterprise Architecture frameworks, reference architectures, Solution Architecture, architecture viewpoints, Requirements analysis, architecture roadmaps, architecture patterns & tactics, Commercial off-the-shelf architectures, architecture techniques, and building an architecture toolbox. Course Topics: Chapter 1 – Introduction ●     Introduction ●     Course Outline ●     Handouts & Appendices ●     Practical Application ●     Course Evaluation & Questions ●     Course Delivery Overview Chapter 2 – Enterprise Architecture (EA) Primer ●     Architecture ●     Architects ●     Enterprise Architecture Definitions ●     IEEE, TOGAF, & Gartner Perspectives ●     Key Enterprise Architecture Terminology ●     Architecture Framework: Foundation for a Common Vocabulary ●     Industry EA Frameworks ●     Dimensions of Architecture Scope ●     Architecture Domains ●     Depth: Strategic, Segment, and Capability Architectures ●     Time: Baseline, Target, and Transition Architectures ●     Various Solution Architecture Definitions ●     Characteristics of a Solution Architecture ●     Glossary ●     Summary Chapter 3 – EA Framework ●     The Importance of a Framework for EA ●     TOGAF ●     TOGAF Components ●     Architecture Development Method (ADM) ●     Architecture Content Framework ●     Views & Viewpoints ●     TOGAF Viewpoints ●     Catalogs, Matrices, Diagrams & Viewpoints ●     Architecture Deliverables ●     ADM Techniques ●     ADM Guidelines ●     Enterprise to Solution Architecture ●     Summary Chapter 4 – Reference Architecture ●     Reference Architecture ●     Reference Architecture Components ●     Reference Architecture Summarized ●     Reference Architecture Context ●     Architecture Principles ●     Components of Principles ●     Qualities of a Good Set of Principles ●     EA Principles: Creation Process ●     Applying Architecture Principles ●     Policies ●     Reference Models ●     Business Scenarios ●     Business Scenario Summary ●     Business Scenario Outline ●     Industry Organizations ●     Insurance Industry Standards ROI ●     Requirements ●     Architecture Building Blocks: Reusable Requirement Sets ●     Summary Chapter 5 – Views & Viewpoints ●     Views & Viewpoints ●     TOGAF Viewpoint Taxonomy ●     Popular Modeling Notations ●     Catalogs, Matrices, Diagrams & Viewpoints ●     Metamodel Entities ●     Summary Chapter 6 – Architecture Requirements ●     Architecture Quality Attributes ●     Quality of Service Requirement Categories ●     Trade-off Analysis ●     Requirement Patterns ●     Architecture Change Cases ●     Elements of a Change Case ●     Eliciting Change Cases ●     Summary Chapter 7 – Architecture Deliverables ●     Architecture Requirements Document ●     IEEE Architectural Description Document ●     TOGAF Architecture Definition Document ●     Interface Specifications ●     Interface Specification Best Practices ●     Interface Design Document ●     Database Design Document ●     Platform Design Document ●     Architecture Decision Document ●     Summary Chapter 8 – Solution Architecture Overview ●     Why is Solution Architecture Important? ●     Communications Vehicle Among Stakeholders ●     The Project is Organized Around Architectural Elements ●     What is a System? ●     Why Focus on Structure? ●     Solution Architecture Context ●     Solution Architecture & Domains ●     SA Spans All Domains ●     Relationship to EA Architecture Development Process ●     Solution Architecture ●     Solution Architecture Stakeholders ●     Solution Architecture Deliverables ●     EA Involvement in SA ●     Architecturally Significant ●     Summary Chapter 9 – Core Solution Architecture Methods ●     Shared Vision ●     Example Shared Vision ●     Draw the Boundary ●     Well-defined Interface ●     Identify the External Interfaces ●     Subsystems ●     Subsystem Context Diagram ●     Layers ●     Components ●     Decomposing the System ●     Partitioning Patterns ●     Requirements Allocation ●     Configuration Management Implications ●     Release Management Implications ●     Testing Implications ●     Work Pattern & Skill Set Implications ●     Work & Build Dependencies ●     Increment/Sprint Planning ●     Sizing Implications ●     More Than Executable Architecture ●     Development Architecture ●     Operations Architecture ●     Summary Chapter 10 – Solution Architecture Views ●     The 4+1 Views Approach ●     Take a Multiple View Approach ●     UML: Unified Modeling Language ●     UML Notation Examples ●     Use Case View ●     Logical View ●     Process Views ●     Implementation View ●     Deployment View ●     Summary Chapter 11 – Patterns ●     What are Patterns? ●     Elements of a Pattern ●     Pattern Levels ●     Pattern Types ●     How to Start Using Patterns? ●     Common Architectural Patterns ●     Layers Pattern ●     Object-Oriented Design Patterns ●     Structural Design Pattern: Facade Pattern Example ●     Enterprise Integration Patterns ●     Messaging Systems: Overview ●     Monitoring Credit Bureau Example ●     EAA Patterns ●     Model-View-Controller (MVC) Pattern ●     SOA Patterns ●     Business Process Patterns ●     Configuration Management Patterns ●     New Patterns Continue to Emerge ●     Group Discussion: Patterns ●     Summary Chapter 12 – Architecture Tactics ●     Tactics ●     Availability Tactics ●     Modifiability Tactics ●     Architectural Patterns and Corresponding Tactics for Modifiability ●     Performance Tactics ●     Security Tactics ●     Testability Tactics ●     Usability Tactics ●     Approach for Describing Tactics ●     Pipes & Filters: Tactics ●     Service-Oriented Architecture (SOA): Tactics ●     Summary Chapter 13 – Architecture Techniques ●     ATAM: Scenario-based Architecture Review ●     Progressive Filtering ●     Rubric ●     Refactoring ●     Think About the Future, But Wait to Act ●     Feature Tree ●     Decision Tables ●     Decision Table Example ●     Flowcharts ●     Strength, Weakness, Opportunity, Threat (SWOT) Analysis ●     Example: SWOT Layout ●     SWOT Steps ●     Summary Chapter 14 – Commercial-Off-The-Shelf (COTS) ●     COTS Advantages & Disadvantages ●     COTS Implication ●     COTS Inherent Risks ●     COTS Risk Management Strategy ●     Typical COTS Architecture ●     Summary Chapter 15 – The Architecture Toolbox ●     The Architecture Toolbox ●     The Toolbox ●     What Goes in A Toolbox ●     More Patterns ●     Business Analysis Book of Knowledge (BABOK) ●     DAMA DMBOK ●     Reference Library ●     Practitioner Toolbox Items ●     Summary Chapter 16 – Lessons Learned ●     Process Recommendations Summary ●     Structural Recommendations Summary ●     Anti-Patterns ●     Anti-Pattern: Bleeding Edge ●     Anti-Pattern: Goldplatting ●     Anti-Pattern: Strive for Perfection ●     Anti-Pattern: Stuck in the Weeds ●     Anti-Pattern: Technology Above All ●     Summary  Handout 1 – Sample Principles ●     Business Principles ●     Data Principles ●     Application Principles ●     Technology Principles ●     Governance Principles ●     SOA Governance Principles Handout 2 – Requirement Patterns Handout 3 – Rubric Worksheet  Appendix A – Reference Library ●     Industry Organizations ●     References & Further Reading Appendix B – Glossary ●     ABC ●     DEF ●     GHI ●     MNO ●     PQR ●     STU ●     VWXYZ Appendix C – Pattern List  Learning Goals: This Course will help to understand Enterprise architecture frameworks, reference architectures, solution architecture, architecture viewpoints, Requirements analysis, architecture roadmaps, architecture patterns & tactics, Commercial off-the-shelf architectures, architecture techniques, and building an architecture toolbox.  Course Agenda: Day 1 ●     Chapter 1 – Introduction ●     Chapter 2 – Enterprise Architecture (EA) Primer ●     Chapter 3 – EA Framework ●     Lab 1 – EA and SA Working Together ●     Chapter 4 – Reference Architecture ●     Handout 1 – Sample Principles ●     Chapter 5 – Views & Viewpoints ●     Chapter 6 – Architecture Requirements ●     Lab 2 – Requirements ●     Handout 2 – Quality Attribute (QA)/Quality of Service (QoS) Categories ●     Handout 3 – Requirement Patterns ●     Chapter 7 – Architecture Deliverables Day 2 ●     Chapter 8 – Solution Architecture Overview ●     Chapter 9 – Core Solution Architecture Methods ●     Chapter 10 – Application Architecture ●     Chapter 11 – Patterns ●     Handout 4 – Requirement Statement Checklist ●     Chapter 12 – Architecture Tactics ●     Lab 3 – Define Tactics for a Quality ●     Chapter 13 – Architecture Techniques ●     Handout 5 – Rubric Worksheet ●     Chapter 14 – Commercial-Off-The-Shelf (COTS) ●     Chapter 15 – The Architecture Toolbox ●     Chapter 16 – Lessons Learned ●     Lab 4 – Extra: Architecture Use Cases & Change Cases ●     Appendix A – Reference Library ●     Appendix B – Architecture Glossary ●     Appendix C – EA Catalogs ●     Appendix D – Pattern List  Who can Attend?  Enterprise Architect, Solution Architect, Architecture Stakeholders