1. Training Plan for ACE-IT Enterprise Service Desk 2007
Manager Date
Regional Manager Date
LaWanda Burrell-Love, ACE-IT Technical Trainer Date
1

2. Training Plan for ACE-IT Enterprise Service Desk 2007
Table of Contents
Introduction ........................................................................................................... 3
Audiences ............................................................................................................. 3
Training Design, Development, & Delivery ........................................................... 4
Resources ........................................................................................................... 10
Risk & Dependencies.......................................................................................... 11
Appendix A ......................................................................................................... 12
Appendix B ......................................................................................................... 13
2

3. Training Plan for ACE-IT Enterprise Service Desk 2007
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 geared towards the Help Desk Support Service
Specialist and Senior Help Desk Support Service Specialist. The invitation to
other areas in the organization will be extended later.
Division Audience Content
ACE-IT ESD Help Desk Analyst I New Hire Training
& II Customer Service
Team Building
Vista
Office 2007
Policies and
Procedures
3

4. Training Plan for ACE-IT Enterprise Service Desk 2007
Training Design, Development, & Delivery
The New Hire Training Plan is designed over a two-week basis. Detailed below
are topics that will be covered, duration of each session, and what method(s) will
be used.
Day One
Duration Topic Method Used
30 Minutes  Welcome/Get Acquainted Group Discussion
o Icebreaker
o Background on Trainer/Company
4 hours and  The Client Lecture
15 minutes o Who is USACE? Power point Slides
o What are their responsibilities? Group Discussion
o What significant projects have they
worked?
o Who will we speak to on a daily basis?
 The Team
o Who is ACE-IT?
o Where do we fit in the organization?
o What are the help desk responsibilities?
o Who is included in the Madison
Management/Resource Team?
 The Transition
o Review the Transformations section of
brochure
o Discuss Then vs. Now
o Any additional information regarding
transition
2 hours and  EMCO Orientation Group Discussion
30 minutes o Policies and Procedures
 Housekeeping Items
o Badges and Door cards
o Email and Account setup
o Account Administration-username and
password information
o Cubicle assignments
15 minutes  Wrap up/Evaluation Group Discussion
Schedule is subject to change due to management discretion and/or
business needs.
4

5. Training Plan for ACE-IT Enterprise Service Desk 2007
Day Two
Duration Topic Method Used
2 hours  Management Session Group Discussion
o Introductions Case Studies
o Climate check of training Written exam
o Other things management would like to
cover
 Review of Client/Team Session
o Discuss items covered in day one
o Debrief case study or exam
o Other items the training would like to cover
1 hour and  Customer Service: On the Phone Group Discussion
15 minutes o Telephone Etiquette Training Videos
o Listening to customer and issue Interactive Training
o Defuse frustration
o Escalation confidently
o Follow up and document
o Training Video: Telephone Behaviors:
Rules of Effective Communication
2 hours  Technical Problem Solving Techniques Scenarios/Role Play
o Identify root of problem Training Videos
o Stick with the facts Case Study
o Determine if it can be fixed in a
reasonable time
o Document clearly and accurately
2 hours  EMCO Orientation Group Discussion
o Timecards/Payroll
15 minutes  Wrap up/Evaluation Group Discussion
Schedule is subject to change due to management discretion and/or
business needs.
5

6. Training Plan for ACE-IT Enterprise Service Desk 2007
Day Three
Duration Topic Method Used
2 hours  ACE-IT ESD Expectations Group Discussion
o Metrics
o Performance Evaluations
o Management Expectations
o Best Practices
o Review Job descriptions
o Question and answers period
1 hour and  Share point Group Discussion
15 minutes o Navigation Lecture
o Search criteria Interactive
o Procedures for Analyst to answer calls
1 hour and  Remedy Group Discussion
30 minutes o Ticket types (i.e. support, move, refresh, Lecture
o Creating tickets accurately and thoroughly Interactive
o Dispatching
o Closing tickets
o Running reports
o Customer service satisfaction surveys
o Any other remedy needed functions
30 minutes  Customer Service & Problem Solving Review Group Discussion
Interactive
2 hours  ACE-IT Online Group Discussion
o Navigation through site Interactive
o Accessing web tickets
o Standard Policies and Procedures
o Forms and Publication Library
o Digital Visual Library
o Online Training
o Loaner Equipment Pool
o Any other needed functions
15 minutes  Wrap up/Evaluation Group Discussion
Schedule is subject to change due to management discretion and/or
business needs.
6

7. Training Plan for ACE-IT Enterprise Service Desk 2007
Day Four
Duration Topic Method Used
30 minutes  Review Activity Interactive
1 hour and  Housekeeping Items Group Discussion
30 minutes o Badges and Door cards Individual Activity
o Email and Account setup
o Account Administration-username
and password information
o Cubicle assignments/Desk setup
1 hour and  Desktop Group Discussion
15 minutes o Helping technical and non- Interactive
technical users Training Videos
o Desktop etiquette – for remote
access (support soft remote
assistance)
1 hour and  Support Soft Remote Assistance Group Discussion
30 minutes o Navigation Interactive
o Purpose
o Any other needed functions
30 minutes  EMCO Orientation Group Discussion
o Quality Importance
2 hours  More Remedy Group Discussion
o Ticket types (i.e. support, move, Interactive
refresh,
o Creating tickets accurately and
thoroughly
o Dispatching
o Closing tickets
o Running reports
o Customer service satisfaction
surveys
o Any other remedy needed
functions
15 minutes  Wrap up/Evaluation Group Discussion
Schedule is subject to change due to management discretion and/or
business needs.
7

8. Training Plan for ACE-IT Enterprise Service Desk 2007
Day Five
Duration Topic Method Used
30 minutes  Review Activity Interactive
1 hour and  Deal With It! Group Discussion
30 minutes o Help Desk Customer Service Individual Activity
Game
o Interactive Activity
1 hour and  More ACE-IT Online! Interactive
15 minutes o Navigation through site Group Discussion
o Accessing web tickets
o Standard Policies and Procedures
o Forms and Publication Library
o Digital Visual Library
o Online Training
o Loaner Equipment Pool
o Any other needed functions
1 hour and  Configuration Management Database Group Discussion
30 minutes o Purpose
o Navigation
o Search criteria
30 minutes  Brainstorming Group Discussion
o Team Ideas
o Training Ideas
o Scenarios
o Process Improvements
2 hours Review Activities
15 minutes  Wrap up/Evaluation Group Discussion
Schedule is subject to change due to management discretion and/or
business needs.
8

9. Training Plan for ACE-IT Enterprise Service Desk 2007
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 Six – Ten (Initial Phase)
Duration Topic Method Used
3 hours and  Remedy Practice Individual Activity
30 minutes
1 hour and 30  Procedure Writing Group Discussion
minutes Individual Activity
2 hours  Call Center Communications Skills Individual Activity
for EMCO
15 minutes  Wrap up Group Discussion
Days Seven – Ten (Initial Phase)
Duration Topic Method Used
3 hours and  Remedy Practice Individual Activity
30 minutes
1 hour and  Procedure Writing Group Discussion
30 minutes Individual Activity
2 hours  Training Videos
15 minutes  Wrap up Group Discussion
Days Six– Ten (ONGOING)
Duration Topic Method Used
3 hours and  Remedy Practice Individual Activity
30 minutes
1 hour and  Other systems training Group Discussion
30 minutes Individual Activity
2 hours  Training Videos
15 minutes  Wrap up Group Discussion
9

10. Training Plan for ACE-IT Enterprise Service Desk 2007
Resources
Equipment
 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
Supplies
 Flipchart pads
 Markers
 Tape
 Dry Erase Markers
 Name Tents
 Pens
 Pencils
 Notepads
 Post-it notes
Other Items
 Bookshelf for library
10

11. Training Plan for ACE-IT Enterprise Service Desk 2007
Risk & 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
11

12. Training Plan for ACE-IT Enterprise Service Desk 2007
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
12

13. Training Plan for ACE-IT Enterprise Service Desk 2007
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
35
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
35
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
35
13