Training and Support

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Section 1.0- Introduction

Users of ICT are not always members of the organisation that owns the ICT system. Training users who work within the organisation is easy because you can arrange training appropriate to their existing skills and needs, but providing training and support to users who are external to the organisation is more difficult.

Section 2.0- How different levels of staff change levels of training

Staff using ICT systems will need to be trained and some of this training will relate to their specific role, while other training will be of a more general nature. Software can be handled by all levels of staff but lower down, this is because the use of software is used repetitively in day-to-day tasks. Staff in the higher levels use software to make decisions for the organisation about their specific department or activity. At the top of the organisation, the staff will use the system to extract information to enable them to make decisions about the general direction of the business.

Section 3.0- External users may require training

People who are not part of the organisation still needs to be trained. This ensures that they follow the organisations policies and that they use their facilities and their services effectively and correctly. Customers are harder to train than those who are work for the organisation. This is because they are not collected in one place so they need to gather to be trained.

Section 4.0- Training on Procedures

Users need to be trained on policies and procedures. For example, policies could change if the organisation's ICT equipment has been damaged or hacked, this means that the users will need to follow the new policies and procedures that would've been set out after the attack. Changes within the legislation will also affect this.