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.
Mark Wiklund will development training and online help material. We will ramp up the Help Desk by bringing them in early to critique end-user support material.Training Curriculum Development
Dates are roughtentative.
12approx. 2/012/20102011: First round mock-classroom, partial functionality.1 day including feedback loop.RAFT functionality.
approx. 2/16/2011: Possible review of online help content, partial RAFT functionality.
approx. 4/4/201112/14/2010: 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
full functionality (depends on RC1 release schedule).
approx. 4/16/2011: Second round review online help content.
Need to set dates for pre-release training for real end users; before June release dateGo 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.