1. Improving IT Effectiveness with a Vista-based Training Program July 11, 2007 Beatriz Potter /Jon Sizemore Valdosta State University

2. 2 Improving IT Effectiveness with a Vista- based Training Program Student workers fill a critical role in providing IT support on most college campuses, but high turnover rates complicate training and cause qualification issues. Web-based training for IT student workers and staff can increase effectiveness and improve IT client services.

3. Student Workers Training Picture Taken at January 2007 Orientation Improving IT Effectiveness with a Vista- based Training Program

4. 4 To assure quality training for student workers, we have created a training program using the Blackboard Learning System - Vista Enterprise License. In this session, an overview of the online training program will be presented and Helpdesk Learning Modules demonstrated.

5. Agenda Overview of IT Organizational Structure History of IT Training Distance Learning and IT Web-Based Training Collaboration Training Applications of Blackboard Learning System – Vista and Selected Tools Advantages and Disadvantages of Vista Training Conclusion / Q&A Session 5

6. 6 Enterprise Application Services Enterprises Infrastructure Services Information Security IT Department Director of IT Division Client Support Services Overview of IT Organizational Structure

7. 7 CSS AV Event Support CSS Service Center CSS Instructional Technology CSS Comm. and Training CSS Desktop MGT LCOBA CSS COE Support Assistant Director of CSS Client Support Services CSS Helpdesk Overview of IT Organizational Structure

8. History of IT Helpdesk Training 8 2004PriorPresent2006 IT Paper Policy Manual No Official Training Procedures On-the-Job Training Helpdesk Paper Manual One-on- One Training Hands-on Practice Helpdesk Public Website Web-Based Training Vista Modules based on Helpdesk Training Manual Organized into Learning Modules Announcements Reorganized Training Split into Basic and Advanced Training Usage Tracking through the Grade Book

9. 9 CSS Instructional Technology Assistant Director of CSS CSS Comm. and Training CSS Helpdesk Distance Learning Distance Learning and IT Web-Based Training Collaboration

10. 10 Distance Learning Academic Section Instructors: Assistance with Course Content Development IT Area Supervisor: Assistance with Training Content Development Students and InstructorsEmployees and Supervisors Blackboard Learning System Vista Enterprise Distance Learning and IT Web-Based Training Collaboration

11. 11 Enterprises Infrastructure Services Roles: Instructors, Designers, and Students Distance Learning and IT Web-Based Training Collaboration

12. 12 Created “Look and Feel” for CSS Helpdesk Vista Course Derived from the New VSU Website Training Applications of Blackboard Learning System – Vista and Selected Tools

13. 13 CSS Helpdesk Content Page Template Derived from the New Valdosta State University Website Used for all IT Division Training Training Applications of Blackboard Learning System – Vista and Selected Tools

14. 14 Distance Learning turned over course to IT Helpdesk Coordinator –The Helpdesk Coordinator made additions, revisions, and modifications to content and organization taking ownership of the training course. Training Applications of Blackboard Learning System – Vista and Selected Tools

15. 15 Training Applications of Blackboard Learning System – Vista and Selected Tools

17. 17 Tools from the following categories were selected to build the course: Content Communication Evaluation Training Applications of Blackboard Learning System – Vista and Selected Tools

18. Learning Modules

19. 19 Training Applications of Blackboard Learning System – Vista and Selected Tools Announcements

20. 20 Media Library Create a glossary Training Applications of Blackboard Learning System – Vista and Selected Tools

21. 21 URL Training Applications of Blackboard Learning System – Vista and Selected Tools Training Material not Maintained by IT

22. 22 Discussions Training Request Training Feedback Contact Manager Network Reports Training Applications of Blackboard Learning System – Vista and Selected Tools

23. 23 Getting started quiz How to reset passwords Policies and procedures agreement Work orders and call logs Training Applications of Blackboard Learning System – Vista and Selected Tools Assessment

24. 24 Assignments Purpose to request contributions from employees Training Applications of Blackboard Learning System – Vista and Selected Tools

25. 25 Advance Search Searches for data within tools Training Applications of Blackboard Learning System – Vista and Selected Tools

26. 26 Notes Create notes at any point Training Applications of Blackboard Learning System – Vista and Selected Tools

27. 27 My Progress Track progress in the course Training Applications of Blackboard Learning System – Vista and Selected Tools

28. 28 View all released grades for the course My Grades Training Applications of Blackboard Learning System – Vista and Selected Tools

29. 29 Captivate for Training Tutorials Additional Content (Flash Animations)

30. 30 Schedules Additional Content (Spreadsheets, PowerPoints, PDF, etc.)

31. 31 Management Tools (Instructor/Designer Role)

32. 32 Management Tools (Instructor/Designer Role)

33. 33 Management Tools (Instructor/Designer Role)

34. 34 Employee Satisfaction Management Tools (Instructor/Designer Role)

35. Advantages and Disadvantages of Vista Training

36. 36 Communications channel Self-paced training Knowledge base File distribution Cross-training Update information more efficiently Paperless policies Administrative policy announcements Advantages of Vista Training

37. 37 Secure access Access from anywhere anytime Usage tracking Training verification agreements Management tool Advantages of Vista Training

38. Disadvantages of Vista Training Content development requires time and skills Continuous student training for content development Vista Admins must create sections manually and manage enrollment Supervisors do not have administrative rights to add or remove students

39. 39 Conclusion Student assistants are guaranteed a uniform level of training, increasing their performance on the job. Information Technology can also use this as a venue for the secure distribution of up-to-date support information to supervisors and staff. These benefits result in greater levels of efficiency with which IT can address client issues and concerns.

40. Special thanks to Joe Newton, Director of Information Technology Allen DeVane, CSS Assistant Director Eric Jackson, IT/DL Computer Services Support Specialist Benjamin Li, IT Helpdesk Coordinator Kathy Sundin, IT Communications and Training Brandy Bolduc, IT Student Worker, Course Designer IT Student Workers IT Staff

41. Q&A / Thank you / Contact information –Beatriz Potter bpotter@valdosta.edubpotter@valdosta.edu –Jon Sizemore jvsizemore@valdosta.edujvsizemore@valdosta.edu