INDIVIDUAL ACHIEVEMENT. EDUCATIONAL EXCELLENCE. ADMINISTRATIVE INNOVATION. INSTITUTIONAL PERFORMANCE. Banner Training and Help Desk Post Go-Live Becky North Training and User Support Wichita State University April 15, 2008 Course ID S

Wichita State University Campus Stats 14,045 students 3,000 faculty, staff and adjuncts Banner User Services Banner Training and Help Desk 2 full time staff WIN Go Live 2005 – Finance and Admissions 2006 – Financial Aid, Luminis, Student, Accts Receivable, Student Sun – Human Resources, CAPP, Alumni, Banner Channels 2 Course ID S-0398

Mark Twain once said “I knew a man who picked a cat up by the tail. He learned 40 percent more about cats than the man who didn’t.” During Banner implementation, we picked up a lot of cats and received a lot of scratches at Wichita State University. 3 Course ID S-0398

WIN implementation was on time and under budget Kansas Information Technology Office (KITO) Post Implementation Evaluation Report Implementation team leads identified top 3 lessons learned: 1.Continued support from the top of the organization 2.Business process analysis – spend time up-front understanding and identifying process flows 3.Training is key 4 Course ID S-0398

INDIVIDUAL ACHIEVEMENT. EDUCATIONAL EXCELLENCE. ADMINISTRATIVE INNOVATION. INSTITUTIONAL PERFORMANCE. Banner Training and Help Desk Plans, Phase I and II 5

Banner Training and Help Desk Lessons Learned The most valuable lessons learned during implementation were not those focused on the “how to” topics related to Banner, WSU procedures or data entry. Rather, we learned to work with the campus community, to identify needs and guide them as they use “all things Banner” at WSU. 6 Course ID S-0398

Banner Training and Help Desk Lessons Learned (continued) Faculty don’t attend training Supported through on-line help, telephone assistance Continue to offer open labs Staff prefer instructor led sessions Away from phones and interruptions Telephone assistance for follow up questions Students Don’t use Self Service during regular business hours On-line help must be clear, accurate and easily accessible Password assistance still #1 help desk call 7 Course ID S-0398

Banner Training and Help Desk Plans Banner Training and Help Desk Plan, Phase I Provided foundation for training and support Kept us focused as we trained the campus departments Banner Training and Help Desk Plan, Phase II Summarized lessons learned in Phase I Identify and continue proven concepts Continue to refine roles and responsibilities Banner User Services, Functional Experts and Others Various campus help desks Work closely with Banner security team 8 Course ID S-0398

Banner Training and Help Desk Plans (continued) Implementation focus Implementation workshops Training needs assessments Develop learning materials Navigation training - “back office” personnel Train the campus community Post Go-Live focus Update learning materials Turnover training Train the campus community Identify and present new sessions (Post Office, Grad Admin, Tips, Tricks &Traps, Comp 101) WSU reports On-line Help 9 Course ID S-0398

INDIVIDUAL ACHIEVEMENT. EDUCATIONAL EXCELLENCE. ADMINISTRATIVE INNOVATION. INSTITUTIONAL PERFORMANCE. Roles and Responsibilities 10

Banner User Services WIN Training and User Support Training department focused on “all things Banner” Banner, Self Service and WSU Reports Training Required for Banner access; encouraged for Self Service Navigation for “back office” Campus departments on specific options Train and support University Computing Help Desk (Student Self Service options) New training opportunities Tips to streamline usage and traps to avoid “New” options, reports Needs assessments, pilot groups 11 Course ID S-0398

Banner User Services (continued) Release updates Learning guides Include each form’s Banner navigation Incorporate WSU procedures Accommodate both frequent and infrequent Banner users myGuides On-line videos Other Employee news articles updates Portal alerts 12 Course ID S-0398

Banner User Services (continued) On line help Self help – first level of help desk support Robust help information in Self Service and portal Review help desk calls to determine topics Review Web stats – determine if help pages properly located Goal – faculty, staff and students to find the right answers quickly Banner Help Desk Telephone support for faculty and staff Level 2 support for student Self Service Additional Banner/Self Service support for other Help Desks 13 Course ID S-0398

Functional Experts Key functions Banner training for their department Provide documentation for departmental operations One-on-one assistance via telephone or desk-side Co-present Banner training sessions (optional) Review training materials Cross module training on specific Banner forms Major risks of using Time, focus and inexperience 14 Course ID S-0398

University Computing Help Desk Password, hardware, software and student assistance to the campus community Student support myWSU, Banner channels and Self Service assistance Help Desk encourages students to click on the portal’s Student Help tab If student requires additional assistance, call is transferred to the Banner Help Desk 15 Course ID S-0398

Blackboard Help Desk Blackboard training and support provided by the Media Resources Center (MRC) Support instructors and students FAQ’s and training information located on the portal’s Student Help and Help for Faculty/Staff tabs 16 Course ID S-0398

Technical Help Desks Technical help desks across campus provide hardware and software support to faculty, staff and students, typically within their college or department 17 Course ID S-0398

INDIVIDUAL ACHIEVEMENT. EDUCATIONAL EXCELLENCE. ADMINISTRATIVE INNOVATION. INSTITUTIONAL PERFORMANCE. Training Sessions and On-line Help 18

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Training and Help Desk Plans WSU WIN Web Site: 22 Course ID S-0398

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Student Help 24 Course ID S-0398

Questions Does training and help desk support end after implementation? Are your training and help desk roles defined? How are you maintaining and delivering training and help documents? Does your institution have a Training and Help Desk Plan? Does your institution need a Training and Help Desk Plan? Your questions? 25 Course ID S-0398

Thank You Please complete the online class evaluation form Course ID S Course ID S-0398 SunGard, the SunGard logo, Banner, Campus Pipeline, Luminis, PowerCAMPUS, Matrix, and Plus are trademarks or registered trademarks of SunGard Data Systems Inc. or its subsidiaries in the U.S. and other countries. Third-party names and marks referenced herein are trademarks or registered trademarks of their respective owners. © 2008 SunGard. All rights reserved.