1 EDUCAUSE 2002 IT Support Community Training Model University of Colorado at Boulder

2 Copyright Information Copyright Ken Schuetz and Kate Gilbreath 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.

3 University of Colorado ITS Support Model

4 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

5 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

6 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

7 IT Support Community Training Model Basic 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

8 IT Support Community Training Model Basic 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

9 IT Support Community Training Model Basic Training—Classroom Courses ITS Orientation 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

10 IT Support Community Training Model Basic 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

11 IT Support Community Training Model Basic 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

12 IT Support Community Training Model Basic 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?

13 IT Support Community Training Model Basic 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

14 IT Support Community Training Model Basic 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

15 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

16 IT Support Community Training Model Basic 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  One Getting Start and Up & Running Path in Microsoft Internet Explorer Netscape Communicator Support  Technical Support: PC Configuration I& II IT Support Associate Certification

17 IT Support Community Training Model Basic 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

18 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

19 IT Support Community Training Model Area 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

20 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

21 IT Support Community Training Model Support 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

22 IT Support Community Training Model Support Community Events Reinforces the Importance of the “Community” Approach to IT Support Increases formalized communication and professional networking opportunities

23 IT Support Community Training Model Support Community Events Facilitates Continuous Education Establishes ITS Tier 4 Core Expertise Position

24 IT Support Community Training Model Intermediate 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

25 Questions & Comments Ken Schuetz  Kate Gilbreath 