Our strategy will be to engage the help desk in reviewing preliminary training materials. This helps the help desk ramp up while providing external review of training materials.
Mark Wiklund will development training and online help material. We will ramp up the Help Desk by bringing them in early to critique end-user support material.Training Curriculum Development
Dates are roughtentative.
12approx. 2/142/20102011: First round mock-classroom, partial RAFT functionality.1 day including feedback loop.
1/12/2010: Second round mock-classroom, additional functionality. 1 day including feedback loop.
2/07/2010, Week of: Online Help/Documentation Review.1-2 days
2/09/2010: Final mock-classroom, 1 day including feedback loop.
Mid-February: Schedule real training classes.
approx. 2/16/2011: Possible review of online help content, partial RAFT functionality.
approx. 4/4/2011: Second round mock-classroom, full functionality (depends on RC1 release schedule).
approx. 4/16/2011: Second round review online help content.
Need to set dates for pre-release training for real end users; before June release date. Mid-March: Begin training. (Rolling every two weeks through April?)
Service Level Development
Just notes at this point.
- Go live to support, full release, mid-rescheduled from March to June.
- Escalation paths still undefined. Need SLA with Help Desk recording this. Agreement seems to be to centralize internal SLAs in the "ISTPROCESS" Wiki. Pat Sheppard contact.
- Steve Landry to draft SLA between DM and CS. (SLA needs to take into account rolling "agile" releases after the official March rollout.)