improving it effectiveness with a vista-based training program july 11, 2007 beatriz potter /jon...
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Improving IT Effectiveness with a Vista-based Training Program
July 11, 2007
Beatriz Potter /Jon SizemoreValdosta State University
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Improving IT Effectiveness with a Vista-based Training Program
• Student workers fill a critical role in providing IT support on most college campuses, but high turnover rates complicate training and cause qualification issues.
• Web-based training for IT student workers and staff can increase effectiveness and improve IT client services.
Student Workers Training
Picture Taken at January 2007 Orientation
Improving IT Effectiveness with a Vista-based Training Program
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Improving IT Effectiveness with a Vista-based Training Program
• To assure quality training for student workers, we have created a training program using the Blackboard Learning System - Vista Enterprise License.
• In this session, an overview of the online training program will be presented and Helpdesk Learning Modules demonstrated.
Agenda
• Overview of IT Organizational Structure• History of IT Training• Distance Learning and IT Web-Based Training
Collaboration• Training Applications of Blackboard Learning
System – Vista and Selected Tools• Advantages and Disadvantages of Vista Training• Conclusion / Q&A Session
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Enterprise Application Services
Enterprises Infrastructure
Services
Information Security
IT Department
Director of IT
Division
Client Support Services
Overview of IT Organizational Structure
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CSS
AV Event Support
CSS
Service Center
CSS Instructional Technology
CSS
Comm. and
Training
CSS
Desktop MGT
LCOBA
CSS
COE Support
AssistantDirectorof CSS
Client Support Services
CSS
Helpdesk
Overview of IT Organizational Structure
History of IT Helpdesk Training
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2004Prior Present2006
• IT Paper
Policy Manual
• No Official
Training
Procedures
• On-the-Job
Training
• Helpdesk
Paper
Manual
• One-on-
One
Training
• Hands-on
Practice
• Helpdesk
Public
Website
• Web-Based
Training
• Vista
• Modules
based on
Helpdesk
Training
Manual
• Organized
into
Learning
Modules
• Announcements
Reorganized
• Training Split into
Basic and
Advanced Training
• Usage Tracking
through the Grade
Book
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CSS
InstructionalTechnology
AssistantDirectorof CSS
CSS
Comm. and
Training
CSS
Helpdesk
Distance Learning
Distance Learning and IT Web-Based Training Collaboration
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Distance Learning
Academic Section Instructors:
Assistance with Course
Content Development
IT Area Supervisor:
Assistance with Training Content
Development
Students and Instructors Employees and Supervisors
Blackboard Learning System
Vista Enterprise
Distance Learning and IT Web-Based Training Collaboration
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Enterprises Infrastructure Services
Roles: Instructors, Designers, and Students
Distance Learning and IT Web-Based Training Collaboration
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Created “Look and Feel” for CSS Helpdesk Vista Course
Derived from the New VSU Website
Training Applications of Blackboard Learning System – Vista and Selected Tools
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CSS HelpdeskContent Page Template
•Derived from the New Valdosta State University Website
Used for allIT Division
Training
Training Applications of Blackboard Learning System – Vista and Selected Tools
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• Distance Learning turned over course to IT Helpdesk Coordinator
– The Helpdesk Coordinator made additions, revisions, and modifications to content and organization taking ownership of the training course.
Training Applications of Blackboard Learning System – Vista and Selected Tools
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Training Applications of Blackboard Learning System – Vista and Selected Tools
Training Applications of Blackboard Learning System – Vista and Selected Tools
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Tools from the following categories were selected to build the course:
Content
Communication
Evaluation
Training Applications of Blackboard Learning System – Vista and Selected Tools
Training Applications of Blackboard Learning System – Vista and Selected Tools
Learning Modules
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Training Applications of Blackboard Learning System – Vista and Selected Tools
Announcements
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Media Library
Create a glossary
Training Applications of Blackboard Learning System – Vista and Selected Tools
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URL
Training Applications of Blackboard Learning System – Vista and Selected Tools
Training Material not Maintained
by IT
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Discussions
Training RequestTraining Feedback
Contact ManagerNetwork Reports
Training Applications of Blackboard Learning System – Vista and Selected Tools
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Getting started quiz
How to reset passwords
Policies and procedures agreement
Work orders and call logs
Training Applications of Blackboard Learning System – Vista and Selected Tools
Assessment
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Assignments
Purposeto request
contributions from employees
Training Applications of Blackboard Learning System – Vista and Selected Tools
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Advance Search
Searches for
data within tools
Training Applications of Blackboard Learning System – Vista and Selected Tools
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Notes
Create notes
at any point
Training Applications of Blackboard Learning System – Vista and Selected Tools
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My Progress
Track progress in the course
Training Applications of Blackboard Learning System – Vista and Selected Tools
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View all released
grades for the course
My Grades
Training Applications of Blackboard Learning System – Vista and Selected Tools
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Captivate forTraining Tutorials
Additional Content(Flash Animations)
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Schedules
Additional Content(Spreadsheets, PowerPoints, PDF, etc.)
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Management Tools (Instructor/Designer Role)
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Management Tools (Instructor/Designer Role)
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Management Tools (Instructor/Designer Role)
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Employee Satisfaction
Management Tools (Instructor/Designer Role)
Advantages and Disadvantages of Vista Training
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• Communications channel• Self-paced training• Knowledge base• File distribution• Cross-training• Update information more efficiently• Paperless policies• Administrative policy announcements
Advantages of Vista Training
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• Secure access• Access from
anywhere anytime• Usage tracking• Training verification
agreements• Management tool
Advantages of Vista Training
Disadvantages of Vista Training
• Content development requires time and skills
• Continuous student training for content development
• Vista Admins must create sections manually and manage enrollment
• Supervisors do not have administrative rights to add or remove students
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Conclusion
• Student assistants are guaranteed a uniform level of training, increasing their performance on the job.
• Information Technology can also use this as a venue for the secure distribution of up-to-date support information to supervisors and staff.
• These benefits result in greater levels of efficiency with which IT can address client issues and concerns.
Special thanks to
• Joe Newton, Director of Information Technology
• Allen DeVane, CSS Assistant Director
• Eric Jackson, IT/DL Computer Services Support Specialist
• Benjamin Li, IT Helpdesk Coordinator
• Kathy Sundin, IT Communications and Training
• Brandy Bolduc, IT Student Worker, Course Designer
• IT Student Workers• IT Staff
Q&A / Thank you / Contact information
– Beatriz Potter [email protected]
– Jon Sizemore [email protected]