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6756704
3.11 Training and Support
Descrição
AS level ICT Mapa Mental sobre 3.11 Training and Support, criado por Cerys Gill em 22-10-2016.
Sem etiquetas
ict
as level
Mapa Mental por
Cerys Gill
, atualizado more than 1 year ago
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Criado por
Cerys Gill
quase 8 anos atrás
16
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Resumo de Recurso
3.11 Training and Support
Types of training that internal and external members may need
Induction training
familiarisation with policies and procedures
Task-based training
how to carry out specific tasks
Re-training if task changes
Skills based training
use the skills to perform tasks
Training methods available
External courses away from the organisation
Lead by colleges and universities
gain knowledge and skills with an aim to progress their career
Not tailored to the organisational needs
External trainer delivering a course within the organisation
Lots of people trained at once
Tailored to the organisation so can be more helpful
Can have an impact on the organisation if lots of people are away from their desks
Internal trainer
Delivered by an employee with knowledge and skills to be passed on
May find it difficult to present to peers and peers may not ask questions for fear of looking foolish
One-to-one training
Friendly and reassuring
sit with them while they learn
Online tutorials
Step by step exercises
Provided by software developer
More interesting than paper
Work at their own pace
Cannot ask individual questions
Training manuals
paper based
Can choose sections needed to learn
Computer-based training
Simulated versions of the software
can be used repeatedly for new people/relearning skills
Factors to consider when selecting training methods
How many users need training?
Is expertise available on site?
Are suitable facilities available on site?
Are external courses available?
Can existing staff be spared to train others?
How often will the staff need to be trained?
Are good quality user manuals or CBT schemes available?
Users' skill level
Users' own preference
The difference between training and support
Training
The action of teaching someone a particular skill
Support
To help them overcome any problems and difficulties they encouter
Methods of supporting users
Software help files
On screen help
Have search facilities
Context sensitive help
Users guides and manuals
guides to intall, maintain, run and use the software
Can be difficult to understand
Third-party manuals
Off site technician/help desk
Size of organisaton and complexity of system will decide the number of support staff
Ensures rapid response to urgent issues
Existing user base
Other usesrs who know how to use it can help novices
Forums for q and a
Cost effective
External helpdesk
Contact by phone where problems is logged
Can be expensive
Response time might not be good
Email/chat support
Cheaper than telephone services
Email or online chat
Remote support
Log into system, identify problems and fix them remotely
Avoids engineer costs
Can effect security of system
Call-out support
Visit from a support engineer
Can be expensive
Factors to consider when setting up user support
Is there enough work to justify employing support staff
How complex is the setup to be supported?
How much support is provided free with software?
How much will a support contact cost?
What will it include?
How quickly will support be delivered?
Are there security issues with using external contractors?
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