The Best Ways to Get Trained on Ivanti Products

November 01, 2018

Marco Poggio | Director of Customer Success | Ivanti

Jon Metcalf | Senior Manager, Americas TRM | Ivanti

Jeff Carlon | Senior Manager, Americas TRM | Ivanti

If you’re an Ivanti customer, you simply don’t want to miss this webinar. We’ll lay out the 5 primary ways to get training—one-time and on-going--on Ivanti products.

  • Do you need to learn a product better? Register for this webinar.
  • Does your team have the skills they need to run Ivanti products? Register for this webinar.
  • Have you started to feel stagnant in your IT skills? Register for this webinar.
  • Want to learn more about other Ivanti products, but don’t know? Register for this webinar.

We’ll discuss the inexpensive options, the free options, and the intensive options. And we’ll highlight which methods will provide the best technical training, strategic guidance and be the best fit for your organization.

This free webinar will fill up fast.


Erica: Hi, everybody. Welcome to our webinar today. We are going to get started. Just for your information, if you have any trouble with the audio during the presentation, we recommend dialing in directly instead of using computer audio. That usually fixes the problem, but send us a message if you have audio issues and we'll work on those. Speaking of sending a message, if you do want to communicate to us or ask any questions throughout the presentation, we have the chat and the Q&A functions on the right side of the presentation. So feel free to ask any questions and we have a Q&A session at the end of the session where we will answer as many of those as we can.

So getting into this I would like to introduce our presenters today. We have three presenters from Ivanti. We have Matt Robinson, who's the Director of Global Training and Development, Jason Wyatt, who's our Americas East Consulting Manager, and Jeff Carlon, who's our Senior Manager, Americas TRM. So to get started, I will turn the time over to Matt. Matt, can you hear me okay?

Matt: I can hear you, Erica. Thank you

Erica: Perfect.

Matt: Excited to be with all of you today. This is a fabulous time to be associated with Ivanti. We've got a wonderful product that we are transitioning to over the last eight months called Ivanti Global Academy. We want to make you aware of it, encourage you to take advantage of it, and get the most value from it. We have a few slides we'll go through and look forward to any questions at the end of the webinar that we can address.

So I talked about the evolution, that we're making a transition. Historically at Ivanti we delivered our training to customers through boot camps. These were either three or five-day on-premise instructor-led classes. At U.S. dollars, they were around $3,750/person/class, and when the training was done, that was the end of your access to the learning material. That was the end of your access to the labs. And it was, while a good product for many years, it is not consistent with the 21st Century experience we want IT professionals to have.

So in May of 2018, Ivanti launched a new product called the Global Academy, which is a customer on-demand learning experience, and it provides an annual subscription, 12 month subscription, at $3,995 USD, and it gives you access to all of our training materials, learning materials, quick reference guides, additional materials that would be important and of value to you as a customer, for the entire year of the subscription. We also have an enterprise version of this license that gives up to 10 users access at around $20,000.

It's a big transition and we're just starting into it and our biggest first challenge is to provide a blended learning experience that really meets your needs as an IT professional. So this blended learning is a concept that you still will probably need some support from an instructor and with the labs that we have where you have a sandbox place to work with the tools. You'll still have that access and ability to do that. But also associated with that will be eLearning, informational videos, webinars similar to this one, product certification, learning paths associated with your job role and the product that you have association with that you purchased. All of these are part of this blended learning proposal that we are putting together and hope will be a great value to you as customers to get the most value out of your Ivanti products.

So the offering today in Global Academy is mostly live online trainings. These are still instructor-led virtual training sessions. We've taken these boot camps and broken them into smaller pieces that you can take successively through the learning path to complete the same training you'd have in a boot camp. The eLearnings are limited but growing, and as we move forward, that will continue to expand on the eLearning side, and the instructor-led will decreases as a need because you'll have access to the eLearning pieces more consistently.

The product business lines that you see on this slide are represented below with the content we have in Global Academy. So we have mostly our content around unified endpoint management and service management today, endpoint security, IT asset management, and identity management is fairly new and we're building out the content for that as we speak, and as you go to Global Academy in the coming months you'll see more and more content appear around those other products. We have a really solid offering, and everything that we used to have by way of boot camps is now available in Global Academy in the subscription that you can purchase.

So when we launched, we had around 100 live online trainings and the associated labs, and no eLearnings and a little bit of reference material. Since then we have expanded the next slide, to 14 informational videos and 4 eLearnings. By the end of the year, you'll see around 70 informational videos and around 20 eLearnings. And you'll continue to see those grow month over month. So the value to you as a customer is to get into Global Academy now, take advantage of what's there, and then each month come back and see the additional material that will be there available for you.

This is a roadmap view. I'm not going to spend a lot of time on the detail here. I just wanted you to see that as we go forward through the fourth quarter we'll build out the content that's available in Global Academy, expanding it way beyond what it is today, and that over the coming year, that will just continue to be more and more exciting.

So our priorities, as we look forward, is to make Global Academy the Ivanti Global Academy customer experience, world class. Now this product is brand new. It's in its adolescence right now, but it's doing really well, and it at least meets and exceeds the past course offerings that we had available to you. As we go forward as mentioned, priority number two is we'll continue to add great content, we'll continue to have compelling reasons to purchase and to visit Ivanti Global Academy on a regular basis. And while we're doing that we'll continue to grow our customers, our partners, our sales. We want this to be a clearinghouse for IT professionals to get value and learning around Ivanti's products, but also best practices as it is related to IT generally.

We're excited about it, we encourage you to take advantage of it and purchase an individual or enterprise license so that you can begin to use this resource and it can begin to help you have the available information you need to run your IT operations today.

That's probably enough for me, right now.

Jason: Thanks, Matt. Hey, this is Jason Wyatt. As we were thinking about the content for today, we kind of blew it up just a little bit. So I know you'd expected to hear about training, but we've kind of taken another step with this and really want to talk about enablement and how we can help you be more successful with the products you have and really have a quality, outstanding outcome from your investment that you're making in Ivanti. So we wanted to talk a little bit about professional services.

Over the past year, we've really performed a major overhaul of what we're doing in professional services, and a lot of that is being launched right now. So I wanted to talk a little bit about our implementation methodology. In the past, really what you would see from us would be the plan, setup, and launch phases. So in other words, once sales sold professional services, we would get with our customers and say, "What would you like us to do?" and then we'd perform some services for you and install and enable, and then we would launch at go live, and then we would step away.

We realized, based on some information that we received from a lot of you at our Interchange event, that that really wasn't what was required. So what we've done is expanded this methodology on the frontend through the evaluate stage, and there what we're doing is working with our sales team and working with our customers directly to make sure that we understand what success looks like to you before we just start implementing. And then on the backend, we're doing a lot more things like administrator mentoring.

So once we've gone live with the implementation, we don't just hand you over to support and wash our hands and move on to the next customer. We'll have our consultants engage with our customers after go live to make sure they're enabled to get what they need to out of the system. So really this is about being a lot more prescriptive and a lot less just kind of looking at you and saying, "What would you like us to do for you?" We've done, you know, thousands and thousands of implementations of our products. So over that time, we've developed a really good arsenal of best practices, so this implementation methodology that we have now helps us bring that to bear to again provide an outstanding impact for you.

So really it's about what's driving us. So in the past, with time and materials, a lot of times it seemed like we were revenue-driven and the outcome wasn't that important. And we've flipped that 180 degrees now, so the most important thing for us in our implementation methodology is that you have a positive outcome. And we can't do that unless we're enabling you to use the product and get value from it really, really quickly.

To that end, we've built a lot of different packages. So these packages are outcome-based packages. It's no longer time and materials, so when I buy that package what I can expect is to have a really good scoping exercise, where I have someone from Ivanti Professional Services that's gonna understand what I need as a customer. And then a lot of interaction through the implementation and the design and, again, after go live, so that you're getting what you need. You'll notice at the bottom, so I put up this ELA screenshot, I'm sure that you've all seen this many times. We've built our packages along the Unified IT methodology. So we have packages in each of our five different product pillars and we can kind of bolt those together to provide you with a very impactful unified IT solution for what you're doing.

At the bottom, you'll notice some kind of stray packages down there. We have some health check packages and also some maturity expansion packages. And what that means, for example, if I have service management and I've got a world-class incident process that's running and working for me but now I want to kind of expand my maturity and move into some other areas within IT service management, we have packages that you can add on to that. Similar story with security and endpoint management and in each of our pillars really.

So really to round out my topic here I want to talk about our guiding principles. We've had our entire North America professional services organization together in September, and we rolled out these guiding principles. And really what this is is a way that we can enable our staff to make good decisions based on these principles rather than having to have a prescribed method for each thing.

So one of these principles is around clear expectations, so our goal is to make sure that you understand exactly what's gonna happen in the next thing. And as we move to the next step, again, you understand what's gonna happen there and then we move to the next step. We want to make sure that we're driven by your success, so that number two is outcome-driven. And that's understanding what the main goal is before we begin, and making sure that that is a part of every decision and interaction that we have with you.

You can see the rest of those guiding principles there, but really I just wanted to say that as we move forward and as you continue to engage with Ivanti Professional Services, you'll see the impact of these guiding principles and the impact of this new mythology in helping you get the outcome that you need.

So with that, I'm gonna turn it over to Jeff Carlon, who's gonna talk a little bit about how our TRM practice can help with enablement as well.

Jeff: Good morning everyone. This is Jeff Carlon. Jon Metcalf and I run a program called Technical Relationship Management. In this slide, depending upon how it's viewed, it might be a little busy, so maybe just kind of as an overview just kind of focus on the big picture here and don't really worry about trying to read some of the content. The concept here is Matt and his team are building out this Global Academy, right, and they continue to make excellent progress. We've changed the way that we do it. It's one of those situations where it will allow a person to take a lot more training instead of just going to one boot camp. But as we know, training is a really big aspect of this and the Global Academy will solve that.

Jason talked about how his professional services organization gets involved and does a lot of training when they're on site deploying the systems. But sometimes you need a little bit more handholding than that. And so we have a technical relationship manager, and this is kind of a technical adviser on retainer. Sometimes you don't necessarily want to go and take another class. Maybe you didn't fully understand one aspect of a class. And so we have a technical relationship manager that serves as a single point of contact within Ivanti.

What they can do is they will work with all of the people on our customer side, as well as an interface role between Ivanti. So you may have questions about product roadmaps, you may have questions about what additional training modules that Matt and his team are going to be making available. The technical relationship manager can help play that liaison role as a technical adviser if you will, and help you kind of navigate the Ivanti environment if you will.

So, and again, depending upon how you're viewing this, this might be kind of difficult to read but the concept here is that a lot of times you need a little bit more handholding, right? You may not necessarily understand the full roadmap. You might want to make sure your system is configured properly. So a TRM can come in and perform health checks. They usually start off with an engagement plan, which kind of outlines your strategic IT initiatives, and obviously one of those initial things is to get trained and to understand the Global Academy, get your system deployed by our consulting team, professional services, but sometimes you need a little bit more than that. So we'll outline an engagement plan, and that will just basically outline your strategic IT initiatives and help lay out what we really want to focus on over the next 6 to 12 months.

And, you know, there's other things. They can perform health checks. They can do...the one big thing that I think is probably the biggest value that they perform is that these guys are experts with our products, as are, you know, all of the other people involved with servicing you. But they kind of take it one step further, right? They provide a mentoring capability. Sometimes, people, they take trainings and they get trained and they need a little bit of handholding. Sometimes they just need to ring up somebody and say, "Hey, I have this concept. I don't fully understand how our system's configured. You told me our health check is in good shape but I've got a couple of quick questions," that's where the TRM comes in, and so they basically just communicate with the TRMs via email or cell phone, those kinds of things, to keep things moving along, to make sure that we're making progress on those strategic IT initiatives.

And there's several programs here. I won't go into a ton of detail, but you can see that if you have a single product, we have three or four programs, depending upon how much time you're going to require, how many Global Academy subscriptions come with that. So for example, if you purchase, and this is one of our most popular plans is the enterprise program, you're going to get 384 hours of somebody's time, including three Global Academy subscriptions. So it's a great way to leverage both of those offerings, and that's usually a 12-month program.

But what about the people that have multiple products, either an enterprise license agreement or perhaps what we call a Pick 2 program. Sometimes when you're deploying and you're working with multiple products like that you need to work on one product for a little bit then you need to work on another product for a little bit, so we designed a program that basically takes the same number of bucket of hours and makes that available across multiple projects.

So no one can be an expert in everything in all Ivanti products, right? So if you have two or three different products that you're working with, we will assign two or three different technical relationship managers, and they will basically just draw from that bucket of hours and continue to help you deploy those products. And as you can see there, along with those products, you'll also gain the Global Academy subscriptions as well. And, again, those are 12 months. The only difference between the single and the double is we assign a lead TRM, so one of those TRMs will serve as a lead for continuity, so that they can coordinate with the other TRMs and with your team to make sure that you're getting the mentoring and the product enablement.

The key here is that 45% of enterprise software never gets used. We want you to basically, we want to enable you to use more of the capabilities of the software, and that's where the TRM comes into play. So at a high level, that's kind of where the technical relationship manager program offering is made available. And that's about where we're at.

So, Erica, I don't know if you want to open it up for questions and answers, or John, were you getting some chats? We're certainly willing to answer any questions you have about Global Academy, professional services, or our TRM offering.

John: Yes. So we have a question here, "Is the Global Academy on a monthly subscription basis or one-time pay?" Do you want to take that one, Matt?

Matt: Yes. Sorry. Say that again, please?

John: So we have a question, "Is the Global Academy on a monthly subscription or is it a one-time pay?"

Matt: The one-time pay gives you 12 months, and we'll activate it as soon as you make the purchase. We ask that you provide an email address, the name of the person, of course, the company, the customer that we're working with, and we'll get you signed up really quickly. Good question.

John: Excellent. So there aren't any other questions at this time in the chat, Erica. So it looks like we'll turn it back over to you.

Erica: Okay, great. Well, everyone thanks you for coming to our webinar today. We'll send out a recording and the slide deck in just a few hours. And with that, have a great rest of your day.

John: Thank you, everybody.

Matt: Thanks.