The training plan summarizes a five day new hire training program for an enterprise service desk. The training will cover topics such as customer service, technical troubleshooting, relevant software like SharePoint and Remedy, as well as policies and procedures. It outlines the daily schedule down to the minute, including topics, duration and training methods such as lectures, videos, discussions and hands-on practice. Risks and dependencies are also identified, such as equipment availability and budget constraints.

1. Training Plan for ACE-IT Enterprise Service Desk 2007
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Prepared By: LaWanda Burrell-Love
ACE-IT Technical Trainer

2. Training Plan for ACE-IT Enterprise Service Desk 2007
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Table of Contents
CONTENTS
INTRODUCTION............................................................................... 3
AUDIENCES ..................................................................................... 3
TRAINING DESIGN, DEVELOPMENT, AND DELIVERY.................. 3
Day One ......................................................................................... 3
Day One ......................................................................................... 4
Day Two ......................................................................................... 4
Day Three....................................................................................... 5
Day Four......................................................................................... 6
Day Five ......................................................................................... 6
Days 6 (Initial Phase)...................................................................... 7
Days 7 – 10 (Initial Phase).............................................................. 7
Days 6– 10 (ONGOING)................................................................. 7
RESOURCES ................................................................................... 8
RISK AND DEPENDENCIES ............................................................ 8
APPENDIX A..................................................................................... 9
APPENDIX B................................................................................... 10

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INTRODUCTION
The purpose of this training plan is to document the overall Training Strategy of the ACE-IT
Enterprise Service Desk. Our goal is to deliver valuable and resourceful training to our analyst to
ensure customer satisfaction from our users.
AUDIENCES
The 2007 – 2008 training plan is designed towards Level 1 and 2 Help Desk Support Service
Specialists. The desired content covered will be:
• New Hire
• Customer Service
• Team Building
• Operating Systems
• Microsoft Office
• Policies and Procedures
TRAINING DESIGN, DEVELOPMENT, AND DELIVERY
The New Hire Training Plan is designed to cover a two-week training period. Please see the
detailed topics, duration, and training methods that may be used during the training.
DAY ONE
DURATION TOPIC TRAINING
METHOD
30 Minutes Welcome/Get Acquainted
• Icebreaker
• Background on Trainer/Company
Group
Discussion
75 Minutes The Client
• Who is USACE?
• What are their responsibilities?
• What significant projects have been completed?
• Who will we speak to daily?
Lecture
PowerPoint
Group
Discussion
75 Minutes The Team
• Who is ACE-IT?
• Where do we fit in the organization?
• What are the help desk responsibilities?
• Who is included in the Madison Resource Team?
75 minutes The Transition
• Review the Transformations section of brochure
• Discuss Past vs. Present
• Any additional information regarding transition
Schedule is subject to change due to management discretion and/or business needs.

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DAY ONE
DURATION TOPIC TRAINING
METHOD
165 minutes EMCO Orientation
• Policies and Procedures
• Housekeeping Items
o Badges and Door cards
o Email and Account setup
o Account Administration
o Cubicle assignments
o Timecards/Payroll
• Wrap Up/Evaluation
Group
Discussion
DAY TWO
DURATION TOPIC TRAINING
METHOD
120 minutes Management Session
• Introductions
• Training Climate Check
• Other Items
Group
Discussion
Review of Client/Team Session
• Discuss items covered in day one
• Debrief case study or exam
• Other items the training would like to cover
Case Studies
Written
Assessments
75 minutes Customer Service: On the Phone
• Telephone Etiquette
• Effective Listening
• Conflict Resolution
• Escalate Confidently
• Follow Up and Documentation
• Training Video: Telephone Behaviors: Rules of
Effective Communication
Group Discussion
Training Videos
Interactive Training
120 minutes Technical Problem Solving Techniques
• Identify root of problem
• Stick with the facts
• Determine if it can be fixed in a reasonable time
• Document clearly and accurately
Scenarios
Role Play
Training Videos
Case Studies
15 minutes Wrap up/Evaluation Group
Discussion
Schedule is subject to change due to management discretion and/or business needs.

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DAY THREE
DURATION TOPIC TRAINING
METHOD
120 minutes ACE-IT ESD Expectations
• Metrics
• Performance Evaluations
• Management Expectations
• Best Practices
• Review Job Descriptions
• Open Forum for Questions
Group
Discussion
75 minutes SharePoint
• Navigation
• Search criteria
• Call Answering Procedures for Analyst
Group
Discussion
Lecture
Interactive
120 minutes Remedy
• Ticket Types
• Creating Quality Tickets
• Dispatching
• Closing Tickets
• Running Reports
• Customer Service Satisfaction Surveys
• Other Remedy Features as needed
Group
Discussion
Lecture
Interactive
30 minutes Customer Service & Problem Solving Reviews Group
Discussion
Interactive
120 minutes ACE-IT Online
• Navigation through site
• Accessing web tickets
• Standard Policies and Procedures
• Forms and Publication Library
• Digital Visual Library
• Online Training
• Loaner Equipment Pool
• Any other needed functions
Group
Discussion
Interactive
15 minutes Wrap up/Evaluation Group
Discussion
Schedule is subject to change due to management discretion and/or business needs.

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DAY FOUR
DURATION TOPIC TRAINING
METHOD
30 minutes Review - Activity Interactive
90 minutes Desktop
• Helping technical and non-technical users
• Desktop etiquette – for remote access
Group
Discussion
Interactive
Training Videos
90 minutes Support Soft Remote Assistance
• Navigation
• Purpose
• Any other needed functions
30 minutes EMCO Orientation
• The Importance of Quality
90 minutes Support Soft Remote Assistance
• Navigation
• Purpose
• Any other needed functions
Group
Discussion
Interactive
DAY FIVE
DURATION TOPIC TRAINING
METHOD
120 minutes Activity – Deal With It!
Help Desk Customer Service Activity
75 minutes More ACE-IT Online!
• Navigation through site
• Accessing Web Tickets
• Standard Policies and Procedures
• Forms and Publication Library
• Digital Visual Library
• Online Training/Loaner Equipment Pool
Interactive
Group Discussion
120 minutes Remedy - Configuration Management Database
• Purpose/Navigation
• Search criteria
30 minutes Brainstorming
• Team and Training Ideas
• Scenarios
• Process Improvements
135 minutes • Review Assessments/Activities
• Wrap Up/Evaluation

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During the initial phase of the training, we will incorporate procedure writing into the
schedule. As the team develops, this time will be replaced with other training activities.
DAYS 6 (INITIAL PHASE)
Duration Topic Method Used
210 minutes Remedy Practice Individual Activity
90 minutes Procedure Writing Group Discussion
Individual Activity
120 minutes Call Center Communications Skills for EMCO Individual Activity
15 minutes Wrap up Group Discussion
DAYS 7 – 10 (INITIAL PHASE)
Duration Topic Method Used
210 minutes Remedy Practice Individual Activity
90 minutes Procedure Writing Group Discussion
Individual Activity
120 Minutes Training Videos
15 minutes Wrap up Group Discussion
DAYS 6– 10 (ONGOING)
Duration Topic Method Used
210 minutes Remedy Practice Individual Activity
90 minutes Additional System Training and Practice Group Discussion
Individual Activity
120 Minutes Training Videos
15 minutes Wrap up Group Discussion

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RESOURCES
EQUIPMENT SUPPLIES OTHER ITEMS
Training Room
Systems to be used for practicing
Projector to project from laptop
Printers (black/white & color)
Speakers
Computer Tables
Chairs
Television with VCR
Flip Chart with Stand
Whiteboard
Flipchart pads
Markers
Tape
Dry Erase Markers
Name Tents
Pens
Pencils
Notepads
Post-it notes
Bookshelf for the Training Library
RISK AND DEPENDENCIES
Listed below are things that have been identified as risks or dependencies to the training plan.
Each of these items are things that will result in the plan not being implemented properly.
• Computer systems are unavailable
• Core programs are not loaded or tested
• Unavailability of training rooms
• Broken equipment
• Budget constraints

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APPENDIX A
DEAL WITH IT HELP DESK EDITION
Customer Service Game
Help Desk Edition to the "Deal With It" customer service game and get your help desk
involved. Help Desk Edition is a hands-on, role-playing game designed to teach excellent
help desk skills. "Deal With It" Help Desk Edition offers a fun, fresh approach to training
help desk staff.
The interactive game includes 99 cards that present real-life scenarios, and is a perfect
training tool for managers and trainers in call centers, banking, retail, healthcare, hospitality
and travel, as well as many other customer-driven industries. This series of questions are
an excellent addition to the Deal With It. Game. Designed for the dedicated Help Desk
trainer, "Deal With It." Help Desk will provide hours of interactive training for your team!
Discuss the 99 real-life scenarios with your team.
How would your team handle this question? "A customer urgently calls the Help Desk with a
question on a supported product that you have no idea how to answer. What resources do
you turn to for assistance?"
Are you looking for a tool to reinforce business ethics in your workplace? "Deal With It."
Help Desk addresses this critical training objective like the following scenario: "You are a
desktop technician. You are dispatched to a client’s desktop to trouble shoot an internet
problem. As part of your diagnostics you are reviewing the history file and notice the client
has visited adult web sites several times. This clearly violates company policy. What do you
do?"
"Deal With It" Help Desk Edition is thought provoking and gets the whole team eagerly
participating. Get your teams playing today!
http://www.nikkisweet.com/customerserviceuniversity.com/dealwithit.html

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APPENDIX B
Tentative Training Dates
Choice A
Begin Date End Date # of Trainees
Group 1 10/1/2007 10/12/2007 5
Group 2 10/15/2007 10/26/2007 10
Group 3 10/22/2007 11/2/2007 10
Group 4 10/29/2007 11/9/2007 10
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Choice B
Begin Date End Date # of Trainees
Group 1 10/1/2007 10/12/2007 5
Group 2 10/15/2007 10/26/2007 15
Group 3 10/29/2007 11/9/2007 15
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Choice C
Begin Date End Date # of Trainees
Group 1 10/1/2007 10/12/2007 7
Group 2 10/8/2007 10/19/2007 7
Group 3 10/15/2007 10/26/2007 7
Group 4 10/22/2007 11/2/2007 7
Group 5 10/29/2007 11/9/2007 7
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