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© Copyright 2018 BMC Software, Inc.BMC Confidential

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© Copyright 2018 BMC Software, Inc.

April 18th 2018

Grow Education Business withAssisted Self PacedMahesh Argade, Delivery Manager APAC


Content• Overview about BMC and BMC Education• Challenge around ILTs• Planned outcome• Proposed solution• Execution of plan• Challenges and adjustments in Round 1• Measurement and impact of project• Top 3 learning points

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Customer & Partner Education Solution

Identify optimal solution for customer requirements:timeline, target audience, existing and required skills, preferred delivery format

EDUCATION PLAN

EVALUATION CERTIFICATIONACCREDITATIONSKILLS ASSESSMENTS

SPECIFIC LEARNING PATHS


BMC BladeLogic ServerAutomation 8.xOverview(Free)

WBT 0.5 hrs

BMC BladeLogic ServerAutomation 8.xFundamentals – Part 1(.15 LPC)

WBT 1 hour

BMC BladeLogic ServerAutomation 8.xFundamentals – Part 2(5 LPC)

ILT 5 days

BMC BladeLogic ServerAutomation 8.xAdvanced Admin(5 LPC)

ASP 5 days

BMC BladeLogic ServerAutomation 8.xCertification(2.7 LPC)

CRT 4 days

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Training Delivery Options

Instructor-Led Training classroom and online(ILT/ILO)

Web-Based Training(WBT)

Assisted Self-Paced Training (ASP) – see this presentation

BMC takes a learner-centric approach to training through teaching methods that match your team’s preferred learning

style, budget, and time constraints.

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Purchasing Options

Individual Online Purchases

Licensing Subscriptions

Make the most of your training budget to maximize the value of your BMC solutions. BMC learners have several convenient options for purchasing training. Choose your preferred approach below.

Training Credits (Learning Pass Credits –

LPCs)


Challenge around Instructor Led Courses• 300+ products, some with small group of customers,

who still need training• Parallel several product releases used by customers• Many customers prefer hands on practical experience• Many customer have time and travel budget

challenges• Training and customer project time schedules don´t

match-> Need to maintain and deliver over 100 instructor led

classes-> Classes cancelled with low fillrates, others offered

infrequently, what increased customer frustrations-> ILT business decreased


Planned

• Possibility to deliver hands on training also for small number of students

• Training available on older releases w/o depending on delivery resources

• Provide self paced option with hands-on experience and instructor support

• Need 24x7 solution to address project time schedule needs and limited time and travel

• Solution which generates incremental revenue and more margin


Proposed Solution: Assisted Self Paced (ASP)

1 day access per day content to Virtual Lab*

Up to ½ hr (virtual) coaching by instructor per day content

Q&A via BMC Product Community

Self paced

Video with complete training recording

Assisted

Full student book


ASP: The best of two worldsInstructor led (ILT) Web based Training (WBT)

Tips & Tricks from instructors

Q&A with instructors and others

Hands on labs

No cancellations

24/7

Own pace: Skip/repeat


Instructor led (ILT) Web based Training (WBT)



Hands on labs

No cancellations

24/7


ASP: The best of two worlds




Hands on labs

No cancellations

24/7


Order today –start tomorrow

Recording, ebookand lab are 24/7

Full Class RecordingStudent ebook

½ hr 1:1 instructor time/training day

Full day access to Virtual lab/trg day

ES monitored Communities with 1k+ members

Community & instruc-tors globally distributed

ASP: The best of two worlds


Execution of Plan: Phase 1Selection of

courses

• By ILT revenue, fillrates and margin data

• Courses at low/mid end retired or moved to ASP

• List of 25 courses

Developed content:

• Reused existing ebooks and virtual labs

• Recorded live online training

• Build WBT around recording

Processes

• Reused existing ILT processes to deliver ebook, access to the WBT and virtual lab

Timeframe

• Release 25 courses within 3 months

• First quarter as pilot with discount for customers

Marketing

• Specific communication and marketing campaigns

• Blogs, community postings, webpage promotions & many internal sessions


Challenges and Adjustments in Phase 1• Delays due to missing recordings• Instructors not always prepared for

recording• Change and concern to instructors• Audio & video quality issues• Program released within 3 months but

with fewer courses• Challenge to stay within existing

ILT/WBT/processes


Phase 2: Boost the ASP Program

Due to success of ASP program changed strategy

– Not only low/mid volume classes are offered as ASP but all courses

– Provide customers a choice between ILT and ASP, what increased our revenue and margin

– Increase from 30 to 60 ASP courses


Impact of Project and MeasurementMeasurements:• Student #• Revenue• Margin• Customer sat

via student evals

0

50

100

150

200

250

300

350

400

Q3/FY17 Q4/FY17 Q1/FY18 Q2/FY18 Q3/FY18 Q4/FY18

Students

Largest partner business quarter in the last 2 yrsdrove also more ASP


Impact of Project and Measurement

Fast decision: In only 1 month

between the initial idea and

project start

Fast revenue: only 3 months

between project start

and first revenue

Fast development:

Within 9 months

released 30 courses

High margin: same price as ILT and much lower costs


Lessons learned

Audio/video quality is key

Course quality/

readiness matters

Virtual lab needs to be bullet proof

Manage change

with instructors

Instructor support

• Moved from course recording to dedicated recording

• Used high quality mics• Best practices material and training for

instructors to record• Added script, subtitles and search in

script

• Labs are reviewed for self paced usage

• Instructor workarounds in errata sheets or used to improve courses

• Change courses to modular approach and more details

• Students needs ALL details how lab access works• Detailed T&C doc, WBT to explain usage• Extended time to use labs and access instructor

(delayed revenue recognition)

• Significant change for instructors, concern to lose their job

• ILT and ASP business grew at the same time

• Job of instructors is enhanced not reduced and less travel for them

• Less time requested as expected and offered

• Mainly support for lab issues• Minimize with improved labs and

exercises


Next steps• Professional recording in a

studio• Record also instructor eg

whiteboarding• Potentially dubbing instructor

with professional voice artist• Get virtual labs more flexible

to allow usage within longer time period

• Use SpeechToText and TextToSpeech to automate


About BMC

BMC, BMC Software, the BMC logo, and the BMC Software logo, and all other BMC Software product and service names are owned by BMC Software, Inc. and are registered or pending registration in the US Patent and Trademark Office or in the trademark offices of other countries. All other trademarks belong to their respective companies. © Copyright 2017 BMC Software, Inc.

BMC – Bring IT to Life BMC digital IT transforms 82% of the Fortune 500®.

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