ABC s of Improved User Productivity with Service Desk Manager: Adoption, Best Practices and Content Development
Driving Business Value with Service & Portfolio Management PS104SN ABC s of Improved User Productivity with Service Desk Manager: Adoption, Best Practices and Content Development James Grigolite Program Director, CA Education
agenda Discuss The Importance of End User Adoption Best Practices Review and Demonstration of the CA PA Solution Review a Comparison of Content Development Efforts Summarize the Benefits of a User Adoption Strategy 3
User Adoption Is Key to Realizing Software Investment Value Source: Neochange 2009 4
End User Adoption - #1 Post Implementation Problem Source: TechRepublic Survey 5
User Adoption Challenges No inapplication help creates increased support calls and costs Low user adoption rates lead to low application ROI Documentation, training and support materials are quickly out of date Time consuming to update/ maintain materials Users lose 70% of what they learn within two weeks if they don t apply it 6 No way to measure competency Many factors may dictate delivery methods
Creating a Successful User Adoption Strategy Recommended Best Practice for Solution Users Role Based Content Reflecting Your Configuration of Your CA Application Readiness Training Strategy Web Based Training (See It, Try It) Simulations Practice Simulations Instructor Led Training Student and Instructor Manuals Presentation Materials Assessments (Know It) Deploy to LMS or Website Track Assessment Scores Job Aids (Print It) Production Support Strategy In Application Coach (Do It) Access Inside the Application Context Sensitive See It, Try It, Know it, Print It Help Desk Knowledge Documents (Windowed See It) Simulation Based Answers how to Questions Created from a Single Authoring Session Maintainable for the implementation, enhancements and upgrades 7
CA PA: Single Authoring, Multiple Outputs Drives Consistency, Resources Savings and User Adoption Readiness Training Strategy Production Support Strategy 8
CA PA: Project Lifecycle Solution Drives Consistency, Resources Savings and User Adoption 9
demonstration
Content Development Efforts for 15 Step Process Utilizing all of the Outputs Presentation for Step Requirements/Design Overview Create UAT Test Script Create 2 modes of On line Simulation (See It; Try It) * Utilizing standard available content 11 Industry Tool Who Time Estimate (Hours) With CA PA (Hours) Power Point Project Team 1 0* Excel /HP Quality Center Project Team 2 1 Captivate Training 3 1 Create Training Manual Word/Snag IT Training 4 0 Create Job Aid Word/Snag IT Training 2 0 Create Assessment (Know It) HTML Training/SME 2 0 Create Post Go Live Help (Do It)/ Windowed See It Robo Help Training/SME/H elp Desk 3 0 Develop business process document MS Word/Snag IT Project Team 2 0 TOTAL 19 hours 2 hours
Reduce Content Development Time Reduce Documentation Content Development Time by 75% Reduce Classroom Content Development 34:1 Average classroom material creation time 8:1 Average time with CA PA Less if start with pre-developed content Reduce Online Content Development 220:1 Average online training material creation time 8:1 Average time with CA PA Less if start with pre-developed content*chapman, B/Brandon Hall LCMS Knowledgebase 2006: A Comparison of 30+ Enterprise Learning Content Management Systems **Chapman, B/Brandon Hall PowerPoint to E-Learning Development Tools: Comparative Analysis of 20 Leading Systems 12
Successful User Adoption Delivers the Benefits Maximize ROI and mitigate risk through all phases of the project lifecycle Faster recovery of upfront software investment through accelerated adoption Increase usage of enterprise applications through targeted learning Reduce risk with single content development platform for the implementation lifecycle! Drive user adoption and productivity Enhance user competency and compliance with multiple learning methods Increase user productivity and on-going proficiency with just in time support Drive compliance and ensure fewer system errors Reduce costs associated with software implementations Reduce content creation and maintenance of documentation, training and performance support materials by 50-75% with a single authoring session Accelerate time to deployment with out-of-the box pre-built content Reduce help desk costs by 50-80% with in-application performance support 13
Q&A
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Recommended Sessions SESSION # TITLE Date / Time PS204PN Panel: Knowledge Management Adoption 11/15/11 at 2:45 PM South Pacific I PS112SN Identifying Business Value Opportunities using IT Service Management 11/16/11 at 1:15 PM South Pacific G
Related Technologies Booth 448 CA Service Desk Manager, CA Technologies Booth 445 CA Clarity Solutions, CA Technologies
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