Kshema Training Plan

Prepared By: HR Department

1
Table of Contents
CONTENTS
INTRODUCTION.................................................................................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
RESOURCES.....................................................................................8
RISK AND DEPENDENCIES.......................................................8
INTRODUCTION
The purpose of this training plan is to document the overall Training during the lockdown period for
Kshema staffs. Our goal is to deliver valuable and resourceful training to our analyst to ensure
customer satisfaction from our users.

TRAINING, DEVELOPMENT, AND DELIVERY

The New Training Plan is designed to cover a two-week lockdown period for kshema staffs.
Please see the detailed topics, duration, and training methods that may be used during the
training.

DAY ONE
DURATION TOPIC TRAINING
METHOD
30 Minutes  How to conduct Con-call Training Con- Call
DAY TWO
DURATION TOPIC TRAINING
METHOD
30 minutes  Motivating saffs during lockdown Group
Discussion
DAY THREE
DURATION TOPIC TRAINING
METHOD
120 minutes ACE-IT ESD Expectations Group
 Metrics Discussion
 Performance Evaluations
 Management Expectations
 Best Practices
 Review Job Descriptions
 Open Forum for Questions

75 minutes SharePoint Group

 Navigation Discussion
 Search criteria
 Call Answering Procedures for Analyst Lecture

Interactive
120 minutes Remedy Group
 Ticket Types Discussion
 Creating Quality Tickets
 Dispatching
Lecture
 Closing Tickets
 Running Reports
 Customer Service Satisfaction Surveys Interactive
 Other Remedy Features as needed

30 minutes Customer Service & Problem Solving Reviews Group

Discussion

Interactive
120 minutes ACE-IT Online Group
 Navigation through site Discussion
 Accessing web tickets
Interactive
 Standard Policies and Procedures
 Forms and Publication Library
 Digital Visual Library
 Online Training
 Loaner Equipment Pool
 Any other needed functions

15 minutes Wrap up/Evaluation Group

Discussion

Schedule is subject to change due to management discretion and/or business needs.

DAY FOUR
DURATION TOPIC TRAINING
METHOD
30 minutes Review - Activity Interactive

90 minutes Desktop Group

 Helping technical and non-technical users Discussion
 Desktop etiquette – for remote access
Interactive
90 minutes Support Soft Remote Assistance
Training Videos
 Navigation
 Purpose
 Any other needed functions

30 minutes EMCO Orientation

 The Importance of Quality

90 minutes Support Soft Remote Assistance Group

 Navigation Discussion
 Purpose
Interactive
 Any other needed functions

DAY FIVE
DURATION TOPIC TRAINING
METHOD

120 minutes Activity – Deal With It!

Help Desk Customer Service Activity

75 minutes More ACE-IT Online! Interactive

 Navigation through site
 Accessing Web Tickets Group Discussion
 Standard Policies and Procedures
 Forms and Publication Library
 Digital Visual Library
 Online Training/Loaner Equipment Pool

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
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.

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