HDIAU Lab A - Building the service desk training plan

August 22, 2013

Building a Customized Service Desk Training Plan

for individuals or teamsRae Ann [email protected]

Objectives

• Walk through an approach that you can use for yourself or with your team to develop a customized training plan and create a continuous learning culture

• High level topics and worksheets to use to build your customized plan

• Best if done with team

• Adjust• Add more• Modify current • New measures

• Who?• What?• Why?• How?

• Train!• Assess results

Act Plan

DoCheck

The Deming Quality Model

Tips

Don’t choose training for the sake of “meeting a training hours requirement”.

Be sure to define your goals first. Don’t create training plans “in a vacuum”; involve your

team or manager. Understand the employee’s (or your own) learning style

to choose the most effective method. Agree on goals, results expected, and plan milestones

AFTER the training.

People are committed to that which they help create.

Dale Carnegie What are your goals? What interests you? What challenges you? What do you want to do

next? How will the training help

you? What will you do differently

as a result?

Training Plan Check List

Understand Training Challenges (Identify & Evaluate) Identify topics for training

What are you trying to add, improve, re-engineer? Why is training needed (IS training needed?)?

Define Training Goals, results expected Determine Training Methods Determine Measures for Success


Understand Training Challenges (Identify & Evaluate)Identify topics for training

What are you trying to add, improve, re-engineer?Why is training needed (IS training needed?)?

Define Training Goals, results expectedDetermine Training MethodsDetermine Measures for Success

Lessons Learned about Challenges

• It helps to document and evaluate challenges (worksheet).

• Mentoring isn’t the only option for training.

• Getting teams involved grows commitment, provides more opportunities, increases chances for success, improves content &retention.

• As an individual, you should understand your manager’s expectations and current perception as well.

Discussion about Challenges

What are the challenges you face in providing training for the

Service Desk?

What challenges do you face in your role on the Service Desk?

Challenges

Control? Training ChallengesY Development - No formal training currently exists

N/I There is no training for projects being released from PMO officeY Can’t take analysts off the phone to train (I have to learn on my own time)N We don’t have a formal training departmentN/I Generation differencesN/I No money to trainN/I Staffed with Contractors

Worksheet Page:

List your current training hurdles on the worksheet.

Note:Y - have controlN - do not have controlI - If it is outside of your control, determine whether or not you have Influence.

Managing Challenges

• Determine what challenges are real vs. perceived

• Identify what you can control or influence and how• Who do you need to involve?• Can H.R. help?• Are there other company resources to tap?

• Prioritize

• Brainstorm on ways to overcome challenges

Managing Challenges

• Once needs have been identified, look for resources internally & externally (Internet Search)

• Who can help? Internal training team, someone who likes to train, someone who is good at documenting, etc.

• Develop or adopt a style guide or templates

• Get started!

Managing Challenges

Challenge:

No formal training currently exists

• Define “formal”

• What already exists that we can use?• http://www.customguide.com/quick_references.htm

(Microsoft quick reference guides, course materials, webinars)

• What resources do we have who can do this?

• What resources are available (research) outside of our company?

Source: John Oster - OUHSC/IT Service Desk

Managing Challenges Discussion

1. Review the list of challenges with your group. Pick one challenge and create a list of possible ways to overcome the challenge.

2. Pick a spokesperson to share your team’s thoughts with the workshop participants.

Topics for TrainingUse reports (trending, top 10 call types), survey results, team suggestions, project schedule, etc. to determine potential topics.

• What works well?

• What are the areas for improvement?– What are you trying to add, improve,

re-engineer?– Is Training the right solution?

• Where are there skill gaps?

• What new services need to be supported?

• NOTE: Individuals can base this on feedback or current individual metrics.

Sample Topics For Training• Core Training

• On boarding – New Hire• Standard Operating Procedures (SOPs)• Service Management Tool• Knowledge Base• Incident Monitoring• Knowledge Monitoring• Call Monitoring

• Application specific training

• Hardware training

Group Discussion• Make a list of additional training (topics with your group).

• On boarding – New Hire• Standard Operating Procedures (SOPs)• Service Management Tool• Knowledge Base• Incident Monitoring• Knowledge Monitoring• Call Monitoring

Topics for Training

1. Identify topics for training

2. Categorize training topics(technical, soft skills, assessments, process, certification, etc.)

• Outline content• Prioritize (Importance, Timeframe, Required or Nice to Have)

3. Identify who needs to be trained• Skill gaps• Role based• Length of time on job

Identify Topics For Training

Topic Category Priority Timeframe R/N

Windows 7 Skill High < 3 mos R

Escalation handling Process Urgent immediate R

ITIL 2011 Certification High 6-18 mos N

Learning Styles Assessment Medium < 12 mos N

New Hire Process, Skill High Immediate R

Microsoft Office Specialist:

Outlook 2010

Certification Medium <12 mos R

Competencies Training

• Identify competencies necessary for role

• Prioritize competencies

• Identify “scale” by role

• Identify steps to improve and go to next level on scale

Competency Example

• Double tableCompetency 1st Tier Analyst 2nd Tier Analyst

Monitor, act and report on issues with Production systems

2 4

Enter incident information in the call tracking system

5 5

Maintain incident information in the call tracking system

5 5

Maintain problem information in the call tracking system

N/A 3

Competency Example

Training needed to grow competency to 4:• Training on Monitoring tool and Production systems

(E-learning Modules 1413 & 1414)• Score of 95% or higher on module exams• Microsoft Office Specialist: Outlook 2010

Competency 1st Tier Analyst 2nd Tier Analyst

Monitor, act and report on issues with Production systems

2 4

Identify Results Expected

Training PlanGoals (may be different for different groups):

Results Expected (may need to be phased)


For individuals, this is a great way to show your ambition and to gain support for your training needs and career growth.

For leaders, this helps team members to: Perform consistently Truly understand expectations and job requirements Take training seriously and learn Stay excited about their jobs

It helps you to perform a skills gap analysis. It helps you to plan ways to keep the momentum going after

the training and facilitate the success of the learning curve


Identify expected results and timeframe for those results following the training

Results TimeframeCertification Immediate (e.g. Awareness of

processes)Improvement in process After learning curve – estimate

timeframe and how to facilitate learning curve

Improved metrics (e.g. increase FCR to 70% for these types of calls)

Long term – identify ways to keep momentum, and perform Check & Act of Deming Model

Group Discussion• Choose two training topics and identify potential results expected.

Define Training GoalsTopic Results Expected Timeframe

Windows 7Prepared to support 1st level calls for Windows 7 and achieve FCR for 65% of Calls within firs 2 weeks after training (using KB)

Within 2 weeks of training

Escalation

handling

Decrease the number of incorrectly routed tickets & increase service level compliance

Immediately after training

ITIL 2011Certification at the Foundations level Immediate - last day

of trg.

Learning

Styles

Identify training methods that are most effective for each team member

Immediately after assessment

New HirePass New Hire Fundamentals Quiz (Baseline awareness of company information, tools used, and resources)

Within 5 days of completion of New Hire Training

Determine Training Methods

• Identify various options for training

• Estimate cost for the delivery method

• List time estimates & potential dates• This will help with phone coverage schedule as well as training

schedule

• Document Contacts for training

Determine Training Methods

• Instructor Led• Online• Webinars• CBTs• Self Study• Lunch & Learns• Peer Training• HR Sponsored

• Mentoring• Role Plays• Activities• Scenario Based• Certification• Assessments• Rotations• Training Lab

Determine Training MethodsTopic Delivery Method Time

Required

Estimated

Cost

Dates Contact

ITIL 2011 Certification Instructor led 3 days $1500/person 5/7-5/10 HDI

Customer Service Essentials Internal CBT 4 hours Free By 44/30/10 HR Rep

Escalation Process Peer Training 45 minutes Free TBD SD Mgr.

New Hire Instructor led 5 days Free Start dates HR Mgr

Learning Styles Online 20 minutes Free By 4/30/10 Team Lead

Microsoft Office Specialist:

Outlook 2010

Online 40 hours $1500/person By year end SD Mgr

Windows 7 Self Study 20 Hours Free By 6/30/10 Online

library

BEST Communications Assessment 30 minutes $5.00/person By 6/30/10 Team Lead

Blackberry Support Lunch & Learn 1 hour $6.00/person As scheduled Team Lead

Group Discussion

• Make a list of potential training methods for the training you listed.

Activities that Teach

• Personality Assessments

• Communication Styles

• Learning Styles

• Teambuilding

• Problem Solving

• Process Improvement

Activities that Teach

• Job Rotations• Support rotations• User sites• Business Rotations

• Scenario based learning

• Role Plays

Group Discussion

• Make a list of any other “activities that teach” that you know about or have used.

Measuring Success

• Before you can measure• Identify training targets and expected results• Determine Key Performance Indicators where appropriate• Set up evaluation process for training delivery, learning curve,

implementation• Consider the fact that retention increases when one teaches what

he learns

• Measure continually• Give your team a voice• Decrease “Big Brother effect” by including them in the

measurement process – before and during

Measuring Success

• Customer Opinion

• Deadlines

• Budget

• Team’s opinion

• Business Value

• Meet goals?

• Post effort evaluation

Group Discussion• What are other ways to measure success?


Understand Training Challenges (Identify & Evaluate)Identify topics for trainingDefine Training Goals, results expectedDetermine Training MethodsDetermine Measures for Success

Avoid Pitfalls• Don’t focus so much on training that phone coverage or quality

of customer service suffers (individuals too)• Priorities• Targets• Business Awareness

• Balance • Targets• Contests

• Be sure to set targets, build in accountability (show your results)

• Help team to be aware of peak contact times

Tips (individual in italics, both, underlined)

• Clearly identify the WIIFM

• Taking responsibility of training through empowerment, delegation, self direction, etc.

• Identify results (direct and fringe)

• Tie training plans to Performance Plans (set expectations)

• Communicate training accomplishments (reports, one-on-ones)• Certificates• Newsletters• Announcements

• Have analysts help with their development plans, keep them updated (discuss with your lead on a regular basis)

Tips

• Have your teams brainstorm on ways to find time to train

• Let your team identify things they can do in between calls

• Use cross functional teams to develop & deliver the training

• Use whatever internal resources you have such as corporate training groups

• Work with local vendors for better pricing or lower cost solutions

Wrap Up

• Take time to plan – you’ll get better results

• Make it a team effort• Saves time for you, makes it better, gains buy in an commitment

• Make it a continual effort – not a one-time project/effort

• Explore many avenues for learning

• Capitalize on people’s strengths to research, develop, deliver, etc.

• Plan, Track, Evaluate, Communicate, Celebrate!

• Experience all the benefits

Books

• Games Trainers Play• Edward E. Scannell

• Thinklers• Kevin Brougher, Mike Benoit

• Zzapp! The Lightening of Empowerment• William C. Byham

• High-Velocity Culture Change• Price Pritchett & Ron Pound

• Eating Problems for Breakfast• Tim Hansel

Books

• The Team Memory Jogger• GOAL/QPC and Joiner Publication

• Heroz• William C. Byham, Jeff Cox (contributor)

• Who Moved my Cheese?• Spencer Johnson, Kenneth H. Blanchard

• Raving Fans• Kenneth H. Blanchard

• Leading Change• John P. Kotter

Books

• The 21 Irrefutable Laws of Leadership Follow Them and People Will Follow You

• John C. Maxwell; Hardcover

• The Leadership Challenge: How to Keep Getting Extraordinary Things Done in Organizations

• James M. Kouzes, et al; Paperback

• Leadership is An Art• Max Depree, et al; Paperback

Websites/Assessments• Trainerswarehouse.com

• Training materials, games

• http://www.customguide.com/quick_references.htm• Microsoft quick reference guides, course materials, webinars

• http://bestinstruments.net/• Personality/Communications Style Assessments

• http://www.personalitypathways.com/MBTI_intro.html• Free online Personality assessment based on Myers Briggs

• http://www.learning-styles-online.com/inventory/questions.asp?cookieset=y• Free online Learning style assessment

• http://www.howtolearn.com/lsinventory_selfemployed.html• Free online Learning style assessment

http://bestinstruments.net/

http://www.personalitypathways.com/MBTI_intro.html

http://www.learning-styles-online.com/inventory/questions.asp?cookieset=y

http://www.howtolearn.com/lsinventory_selfemployed.html

August 22, 2013

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HDIAU Lab A - Building the service desk training plan

Business

Transcript of HDIAU Lab A - Building the service desk training plan