Whether you are a manager looking to train your team or an individual looking for ways to expand your skills, this session is for you. It identifies ways to overcome the challenge of training service desk personnel. Finding the time, money and the “right training” is a constant struggle. This session will walk you through building an effective training plan. Participants will: Learn a systematic way to Identify training needs Discuss various training delivery methods Understand the importance of defining expected results or goals BEFORE the training Discuss ways to measure success Worksheets will be provided that can be used to customize your own training plan. This method for planning allows you to involve your team, peers, and sponsors so that there is buy-in at all levels. This lays the foundation for creating a continuous learning culture, not just a one-time training project.

1. August 22, 2013
Building a Customized Service Desk
Training Plan
for individuals or teams
Rae Ann Bruno
rbruno@BusinessSolutionsTraining.com

2. 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

3. • Train!• Assess results
• Who?
• What?
• Why?
• How?
• Adjust
• Add more
• Modify current
• New measures
Act Plan
DoCheck
The Deming
Quality Model

4. 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.

5. 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?

6. 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

7. 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

8. 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.

9. 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?

10. Challenges
Control? Training Challenges
Y Development - No formal training currently exists
N/I There is no training for projects being released from PMO office
Y 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 department
N/I Generation differences
N/I No money to train
N/I Staffed with Contractors
Worksheet Page:
List your current training hurdles on the worksheet.
Note:
Y - have control
N - do not have control
I - If it is outside of your control, determine whether or not you have Influence.

11. 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

12. 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!

13. 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?

14. Source: John Oster - OUHSC/IT Service Desk

15. 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.

16. 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

17. Topics for Training
Use 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.

18. 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

19. 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

20. 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

21. 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

22. Competencies Training
• Identify competencies necessary for role
• Prioritize competencies
• Identify “scale” by role
• Identify steps to improve and go to next level on scale

23. 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

24. 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

25. 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

26. Identify Results Expected
Training Plan
Goals (may be different for different groups):
Results Expected (may need to be phased)

27. Identify Results Expected
 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

28. Identify Results Expected
Identify expected results and timeframe for those results following the
training
Results Timeframe
Certification 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

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

30. Define Training Goals
Topic Results Expected Timeframe
Windows 7 Prepared 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 2011 Certification 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 Hire Pass New Hire Fundamentals Quiz (Baseline awareness
of company information, tools used, and resources)
Within 5 days of
completion of New
Hire Training

31. 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

32. 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

33. 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

34. Determine Training Methods
Topic 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

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

36. Activities that Teach
• Personality Assessments
• Communication Styles
• Learning Styles
• Teambuilding
• Problem Solving
• Process Improvement

37. Activities that Teach
• Job Rotations
• Support rotations
• User sites
• Business Rotations
• Scenario based learning
• Role Plays

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

39. 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

40. 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

41. Measuring Success
• Customer Opinion
• Deadlines
• Budget
• Team’s opinion
• Business Value
• Meet goals?
• Post effort evaluation

42. Group Discussion
• What are other ways to measure success?

43. Training Plan Check List
Understand Training Challenges (Identify & Evaluate)
Identify topics for training
Define Training Goals, results expected
Determine Training Methods
Determine Measures for Success

44. 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

45. 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)

46. 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

47. 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

48. 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

49. 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

50. 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

51. 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

52. August 22, 2013
Questions?

53. Thank you for attending this session.
Please fill out a session evaluation form.
rbruno@businessSolutionsTraining.com
www.BusinessSolutionsTraining.com