1 EDUCAUSE 2002 IT Support Community Training Model University of Colorado at Boulder.
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1 EDUCAUSE 2002 IT Support Community Training Model University of Colorado at Boulder
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Transcript of 1 EDUCAUSE 2002 IT Support Community Training Model University of Colorado at Boulder.
1
EDUCAUSE 2002
IT Support Community Training Model
University of Colorado at Boulder
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Copyright Information
Copyright Ken Schuetz and Kate Gilbreath 2002. This work is the intellectual property of the author. Permission is granted for this material to be shared for non-commercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is given that the copying is by permission of the author. To disseminate otherwise or to republish requires written permission from the author.
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University of ColoradoITS Support Model
www.colorado.edu/its/about/tiermodel.html
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IT Support Community
The “people” represented by the IT Support Model Tier 4 IT Core Experts Tier 3 IT Support Specialists Tier 2 IT Support Representatives Tier 1 IT Documentation Specialists IT Training Specialists IT Communication Specialists
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IT Support Community Training Model
Basic Training “Soft” Support Skills Foundational Technical Skills
Area Specific Training Training for Technical Expertise
Support Community Events IT Vision Casting and Direction Setting Technical Updates Community Building
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IT Support Community Training Model
Basic Training “Soft” Support Skills Foundational Technical Skills
Area Specific Training Training for Technical Expertise
Support Community Events IT Vision Casting and Direction Setting Technical Updates Community Building
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IT Support Community Training ModelBasic Training
Soft Support Skills Class Room Courses
ITS Orientation IT Customer Support Skills IT Case Management Skills IT Technical Support Basics
Foundational Technical Skills On-line Technical Courses
Operating Systems Office Suite Networking and Internet P.C. Support
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IT Support Community Training ModelBasic Training
Class Room Courses ITS Orientation IT Customer Support Skills IT Case Management Skills IT Technical Support Basics
On-line Technical Courses Operating Systems Office Suite Networking and Internet P.C. Support
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IT Support Community Training ModelBasic Training—Classroom Courses
ITS Orientation - 1.5 Hours Mission University Structure University IT Structure ITS
Organizational Structure Products and Services Senior Managers IT Support Locations IT Support Model IT Support Community Training Model
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IT Support Community Training ModelBasic Training—Classroom Courses
IT Customer Support Skills – 4 Hours Content Purchased from Service Strategies
Corporation Module 1
The Communication Process The Levels of Learning Communication Style Assessment
Module 2 Maintaining Customer Confidence Handling Conflict
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IT Support Community Training ModelBasic Training—Classroom Courses
IT Case Management Skills – 3 Hours ITS Support Model and Clarify
Organizational Standards for Workflow Clarify Definitions What is a Case?
Creating a Case Minimum Contact Information Requirements Case Notes Guidelines
Working the Case Case Movement Guidelines Case Closure Guidelines
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IT Support Community Training ModelBasic Training—Classroom Courses
IT Technical Support Basics – 1.5 Hours Software, Hardware and Networking:
What is it? Where to get it? How to configure it? How to support it? Where to get additional support? Where to learn how to use it?
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IT Support Community Training ModelBasic Training
Class Room Courses ITS Orientation IT Customer Support Skills IT Case Management Skills IT Technical Support Basics
On-line Technical Courses Operating Systems Office Suite Networking and Internet P.C. Support
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IT Support Community Training ModelBasic Training
On-line Technical Courses On-Line Courseware Purchased from and Hosted by
SkillSoft. Organized into Four Technology Areas
Operating Systems Office Suite Networking and Internet P.C. Support
Depth of Content defined by Two University IT Certifications Associate Partner
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Distributed Support Certifications
Tier 2 people are not in ITS
Benefits of Certification Free Professional
Development Departments have
an Educated User Streamlined Support
in ITS Partners get Clarify
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IT Support Community Training ModelBasic Training
Operating System One Getting Started and Up &
Running Path in: Windows 2000
Professional Windows XP Windows NT 4.0 Windows 98
Microsoft Office Beginning and
Intermediate Word Excel PowerPoint
Networking/Internet A Beginner’s Guide to the
Internet Internet and Intranet:
Understanding and Using Email
One Getting Start and Up & Running Path in Microsoft Internet
Explorer Netscape Communicator
Support Technical Support: PC
Configuration I& II
IT Support Associate Certification
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IT Support Community Training ModelBasic Training
Operating Systems One Installation,
Configuration, and Troubleshooting track for one of the following: Windows 2000 Windows XP NT 4.0 Windows 98
UNIX Overview Exploring the File system Working with Files
Microsoft Office Advanced
Word Excel PowerPoint
Networking/Internet Cisco : TCP/IP Addressing and
Cisco Routers Microsoft Networking
Essentials Network Adapter Cards Network Troubleshooting 2 Additional Microsoft
Networking Essentials Classes
Support Technical Support:
PC Diagnostics and Repair Networking Support
IT Support Partner Certification
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IT Support Community Training Model
Basic Training “Soft” Support Skills Foundational Technical Skills
Area Specific Training Training for Technical Expertise
Support Community Events IT Vision Casting and Direction Setting Technical Updates Community Building
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IT Support Community Training ModelArea Specific Training
Tier 1 Expansion to Publications and Web
Management Applications Tier 2
Expansion to Department Specific Applications Tier 3
Deepening in each of the Certification Quadrants
Tier 4 Deepening in their Area of Core Expertise
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IT Support Community Training Model
Basic Training “Soft” Support Skills Foundational Technical Skills
Area Specific Training Training for Technical Expertise
Support Community Events IT Vision Casting and Direction Setting Technical Updates Community Building
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IT Support Community Training ModelSupport Community Events
Scheduled Three Times per Year Full Day Agenda
Keynote Speaker Morning Presentations to All
IT initiatives that affect the entire campus
Afternoon Breakouts on Technology Workshops that cater to more technical
attendees
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IT Support Community Training ModelSupport Community Events
Reinforces the Importance of the “Community” Approach to IT Support
Increases formalized communication and professional networking opportunities
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IT Support Community Training ModelSupport Community Events
Facilitates Continuous Education
Establishes ITS Tier 4 Core Expertise Position
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IT Support Community Training ModelIntermediate Results
Training of All Existing ITS Employees is Complete
Third Group of Tier 2 Partners will be Awarded Certifications at November Event
Training Requirements have been Incorporated into New ITS Employee Process
Tier 2 Manager is now Preparing to Initiate the First “Partner” Service Center
