Our strategy will be to engage the help desk in reviewing preliminary training materials. This helps the help desk ramp up while providing external review of training materials.
Training Curriculum Development
Dates are rough.
12/01/2010: First round mock-classroom, partial functionality.1 day including feedback loop.
12/14/2010: Second round mock-classroom, additional functionality. 1 day including feedback loop.
1/10/2010, Week of: Online Help/Documentation Review.1-2 days
1/12/2010: Final mock-classroom, 1 day including feedback loop.
Service Level Development
Go live to support, full release, mid-March. Escalation paths still undefined. Need SLA with Help Desk recording this. Agreement seems to be to centralize internal SLAs in the "ISTPROCESS" Wiki. Pat Sheppard contact
We'll track training development and ramp-up of the Help Desk together since we're considering using the help desk to vet in-development training materials.
Help Desk On-Ramp
- Service-level agreements in development.
- Where do we store SLAs?
- Can Help Desk and Data Management Designates sign off or escalate to managers.
Training Curriculum Development
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