Training and Support

Training and Support

1. Types of training

   • internal
     • Induction training
       • familiarisation with organisations ICT policies and procedures
     • Task based training
       • how to carry out specific tasks
   • external

2. Training methods

   • personal training
   • External course away from organisation
   • External trainer within organisation
   • Internal Trainer
   • One-to-one
   • Online tutorials
     • CBT
   • Training manuals

3. factors to consider

   • Increased productivity? Higher profits? Cost must be balanced against benefit
   • Staff retention? need to think about type of job, are they likely to move on?

4. Difference between training and support

   • Training is teaching someone how to use a system
   • Support is after training to help solve problems such as bugs

5. Methods of support

   • Software help files
   • User guides and manuals
   • Onsite technician/help desk
   • Existing user base
   • External helpdesk
   • Remote support
   • Callout support

6. Factors to consider when setting up user support

   • Is there enough work?
   • how complex is the setup to be supported
   • How much support is provided with software
   • How much will the contract cost
   • Whats included
   • how quick
   • Security issues