ABC’s of Improved User
Productivity with Service Desk
Manager: Adoption, Best Practices
ABC’s of Improved User
Productivity with Service Desk
Manager: Adoption, Best Practices
and Content Development
PS104SN
Driving Business Value with Service & Portfolio Management
James Grigolite
agenda
Discuss The Importance of End User Adoption
Best Practices Review and Demonstration of the CA PA
Solution
Review a Comparison of Content Development Efforts
Summarize the Benefits of a User Adoption Strategy
User Adoption Is Key to Realizing Software Investment
Value
End User Adoption - #1 Post Implementation Problem
Time
consuming to
update/
maintain
materials
Low user
adoption rates
lead to low
application ROI
Documentation,
training and support
materials are quickly
out of date
Many factors
may dictate
delivery
methods
No
in-application help
creates
increased
support calls and
costs
User Adoption Challenges
Users lose 70% of
what they learn
within two weeks
if they don’t
apply it
No way to
measure
competency
Creating a Successful User Adoption Strategy
Recommended Best Practice for Solution Users
• Readiness Training Strategy
• Web Based Training
(See It, Try It)
• Simulations
• Practice Simulations
• Instructor Led Training
• Student and Instructor Manuals
• Presentation Materials
• Assessments
(Know It)
• Deploy to LMS or Website
• Track Assessment Scores
• Job Aids
(Print It)
• Production Support Strategy
• In Application Coach
(Do It)
• Access Inside the Application
• Context Sensitive
• See It, Try It, Know it, Print It
• Help Desk Knowledge Documents
(Windowed See It)
• Simulation Based
• Answers “how to” Questions
Role Based Content Reflecting Your Configuration of Your CA Application
Created from a Single Authoring Session
CA PA: Single Authoring, Multiple Outputs
Drives Consistency, Resources Savings and User Adoption
Readiness Training Strategy Production Support Strategy
CA PA: Project Lifecycle Solution
Content Development Efforts for 15 Step Process
Utilizing all of the Outputs
Step
Industry
Tool
Who
Time
Estimate
(Hours)With
CA PA
(Hours)Presentation for
Requirements/Design Overview
Power Point
Project Team
1
0*
Create UAT Test Script
Excel /HP Quality
Center
Project Team
2
1
Create 2 modes of On line
Simulation (See It; Try It)
Captivate
Training
3
1
Create Training Manual
Word/Snag IT
Training
4
0
Create Job Aid
Word/Snag IT
Training
2
0
Create Assessment (Know It)
HTML
Training/SME
2
0
Create Post Go Live Help (Do It)/
Windowed See It
Robo Help
Training/SME/H
elp Desk
3
0
Develop business process document
MS Word/Snag IT
Project Team
2
0
TOTAL
19 hours
2 hours
Reduce Content Development Time
Reduce Documentation Content Development Time by 75%
Reduce Classroom Content Development
•
34:1 – Average classroom material creation time
•
8:1 – Average time with CA PA
•
Less if start with pre-developed content
Reduce Online Content Development
•
220:1 – Average online training material creation time
•
8:1 – Average time with CA PA
•
Less if start with pre-developed content
*Chapman, B/Brandon Hall – LCMS Knowledgebase 2006: A Comparison of 30+ Enterprise Learning Content Management SystemsReduce costs associated with software implementations
•
Reduce content creation and maintenance of documentation, training and performance
support materials by 50-75% with a single authoring session
•
Accelerate time to deployment with out-of-the box pre-built content
•
Reduce help desk costs by 50-80% with in-application performance support
Maximize ROI and mitigate risk through all phases of the project lifecycle
•
Faster recovery of upfront software investment through accelerated adoption
•
Increase usage of enterprise applications through targeted learning
•
Reduce risk with single content development platform for the implementation lifecycle
Drive user adoption and productivity
•
Enhance user competency and compliance with multiple learning methods
•
Increase user productivity and on-going proficiency with just in time support
•
Drive compliance and ensure fewer system errors
!
Recommended Sessions
SESSION #
TITLE
Date / Time
PS204PN
Panel: Knowledge Management Adoption 11/15/11 at
2:45 PM
South Pacific I
PS112SN
Identifying Business Value Opportunities
using IT Service Management
11/16/11 at
1:15 PM
Related Technologies
Booth 448 – CA Service Desk Manager, CA Technologies
Booth 445 – CA Clarity Solutions, CA Technologies
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