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.

Late January: Schedule real training classes.

Mid-February: Begin training? Rolling every two weeks through April?

Service Level Development

Just notes at this point.

• 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.
• Steve Landry to draft SLA between DM and CS.