Banner Training and Help Desk Plan

Transcription

1 SUNGARD SUMMIT 2007 sungardsummit.com 1 Banner Training and Help Desk Plan Becky North and Dianne Coleman Wichita State University March 20, 2007 A Community of Learning

2 Wichita State University Campus Stats 14,298 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, Luminus, Student, Accts Receivable, Sun for students 2007 Human Resources Next Advancement 2

3 SUNGARD SUMMIT 2007 sungardsummit.com 3 Scope of the Training and Help Desk Plan. A Community of Learning

4 Determining Scope of Plan Independent assessments by Sungard 1. Help Desk Assessment Track calls Attend training Define scope of Banner help desk calls 2. End User Training Readiness Assessment Staffing recommendations Training materials Pilot groups Measure learning effectiveness 4

5 Determining Scope of Plan Interviews and/or material review of 17 universities using Banner Professional experience of WSU personnel 5

6 Scope of WSU Plan 1. Identify audience, training topics and expectations 2. Identify training and support resources 3. Pre-Banner workshops 4. Build and deliver training 5. Help Desk support 6

7 SUNGARD SUMMIT 2007 sungardsummit.com 7 Identify Audience, Training Topics and Expectations. A Community of Learning

8 Needs Assessment Purchasing and Procurement Training Creating a requisition Creating a change order Assigning a buyer to an approved requisition Assigning a requisition to a purchase order Creating a vendor Querying completed, approved requisitions Querying document history Approving a requisition Dept WSU

9 Expectations Surveys and Conversations Deans, Chairs, Department Managers Identify users, forms, reports and security Requisition Survey 9

10 SUNGARD SUMMIT 2007 sungardsummit.com 10 Training & Support Resources A Community of Learning

11 End Users Banner, Self Service users Banner User Services Banner training and support UCATS Specialists All areas of University Computing Functional Experts Key module personnel 11

12 Functional Experts What is a Functional Expert? Subject matter experts Borrowed resources that provide training and support Major risks of using Functional Experts Time, focus and inexperience How do we prepare Functional Experts? How do we recognize Functional Experts? Formal - job description Informal Thank You 12

13 SUNGARD SUMMIT 2007 sungardsummit.com 13 Pre-Banner Workshops A Community of Learning

14 Pre-Banner Workshop Series Implementation Strategies for Supervisors Summit Session 224, Wednesday (3/21), 10:30 Train the Trainer WIN Writers Track 1 Developing Custom Materials Track 2 Banner Template and Full Shot Track 3 Web Content Contributors Web Skills Help Desk Customer Care 14

15 Train the Trainer Understand factors that enhance or hinder learning Personal assessment to enhance trainer effectiveness Understand and articulate the role of a trainer Perform a needs assessment Write learning objectives Design and assess a training program 15

16 Help Desk Customer Care Five characteristics for Service Quality Customer friendly attitude Stress reduction during difficult situations Call transfers, placing on hold and successful conclusion RELATE Excellent listening skills Case situations 16

17 Writers Workshop Track 1 Developing Custom Materials Discuss importance of effective document writing Write a departmental procedure or Web content following presented guidelines Identify and correct grammar, punctuation and spelling errors Write effective learning guidelines 17

18 Writers Workshop Track 2 Banner Template and Full Shot Banner Template (MS Word) Full Shot (screen capture software) Hands-on computer session Build upon materials developed in Track 1 18

19 Writers Workshop Track 3 Web Content Contributors Overview of ADA Web compliance, FERPA regulations and copyright law General Web design concepts Photo management Content harvesting Build upon the materials developed in Track 1 19

20 Web Skills Designed to grow Web site administrators Directory structure Content publishing Templates and includes Page indexing Image optimizing 20

21 SUNGARD SUMMIT 2007 sungardsummit.com 21 Build and Deliver Training A Community of Learning

22 Build and Deliver Training 22

23 Build and Deliver Training Advertise in WIN Communicator, , meetings, etc. Intranet Training/Workshop Registration WIN Training Resources Door Prizes Measure success Session evaluations Management reports 23

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25 SUNGARD SUMMIT 2007 sungardsummit.com 25 Help Desk. A Community of Learning

26 Service Level Agreement Industry standard guidelines to prioritize and process customer requests Response times represent service levels that customers should expect Hours of operation and contact information clearly stated Call priorities and timelines based on the nature, severity and time of call 26

27 Banner Help Desk Levels of Support & Ticket Processing Level 0 Support End User Self Help (Web, FAQs, Bookshelf, list serves, etc.) OR Next Level 27

28 Banner Help Desk Levels of Support & Ticket Processing Level 1 Support Ticket Opened by End User via Help Desk Software Or BUS (978-HELP) Ticket Routed to BUS and/or Functional Expert Banner User Services Ticket Researched and Updated Functional Expert Resolve & Close Ticket Communicate Resolve Customer Survey to End User OR Next Level 28

29 Banner Help Desk Levels of Support & Ticket Processing Level 2 Support Routed to UCATS Specialist Ticket Researched and Updated Resolve & Close Ticket Communicate Resolve Customer Survey to End User UCATS Specialists OR Next Level 29

30 Banner Help Desk Levels of Support & Ticket Processing Level 3 Support Ticket Researched and Updated Call opened with SCT, Microsoft, Oracle, etc. UCATS Specialists Outside Specialists Resolve & Close Ticket Communicate Resolve Customer Survey to End User 30

31 SUNGARD SUMMIT 2007 sungardsummit.com 31 Build a Training and Help Desk Plan. A Community of Learning

32 Build a Training and Help Desk Plan 1. Identify audience, training topics and expectations 2. Identify training and support resources 3. Pre-Banner workshops 4. Build and deliver training 5. Help Desk support > Training > Tutorials and Overviews Help Desk and Training Plan Template and Learning Guide > Newsletter (WIN Communicator) 32

33 Questions? Becky North Dianne Coleman Please complete the online class evaluation form 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 SunGard. All rights reserved. 33