| Task: Deliver Support Training |
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| Personnel who support an application need training so they can perform their jobs effectively. |
| Disciplines: Deployment |
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Purpose
| The purpose of this task is to provide personnel at all levels of support (Tiers 1, 2, and 3) with the appropriate amount
of training on the features that are being delivered as part of a specific Release. |
Relationships
| Roles | Primary Performer:
| Additional Performers:
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| Inputs | Mandatory:
| Optional:
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Main Description
Because a release ultimately will have to be supported by Help Desk or other technical personnel, a set of training
materials designed to convey key concepts to those individuals must be developed and delivered by the development
team or by a technically oriented trainer.
Delivery of this training might include presentation slides, job aids, lab exercises, or workshops designed to provide
real-world scenarios to accelerate learning and retention. In addition, the training materials might be different for
each level (tier) of support.
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Steps
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Validate support training logistics
Before actually delivering the training to support personnel, ensure that you have all the necessary components of the
training course, including:
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Presentation slides
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Handouts
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Training aids
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Hands-on labs and/or exercises
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Quizzes or tests
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Feedback and/or instructor assessment forms
Ensure that the classes have been scheduled correctly and that attendees have been identified. Also, validate that the
facilities where you will deliver the training have been properly booked and are furnished to accommodate the training
content and audience. If possible, send a reminder notice to the attendees several days (or a week) before the delivery
date.
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Prepare for support training delivery
| Review the training materials so that you are familiar with them. If you encounter any areas where you are unsure or
tentative, engage experts from the development team or program who can help you understand the material. Then, update the
training materials accordingly and create instructor notes to help you remember key points as you deliver the training.
Instructor notes that you write will not only help you but might assist other instructors in the future who have not had
the benefit of working with the development team or program. |
deliver support training and gather feedback
| On the prescribed day(s) and time(s), deliver the training as planned. When each course is completed, solicit feedback from
the attendees about the course material, its organization and flow, the learning objectives, how well the instructor
delivered the content, and whether the course met their expectations. |
Provide feedback to the program
| Consolidate the feedback from the courses delivered and provide it to the program manager or their delegate for review. |
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