Aarti SwamyIT Manager| Deutsche Bank AGNew York, Ny, United States
On a day to day basis we get quite a lot of incidents/issues raised by the end users. Our systems are live since more than 3 years but the number of production incidents that are raised are not going down. I think one of the main reason for this is that users still does not understand how to use the system. The new hires in the user community are not getting proper training. I am short of resources so conducting regular user training is not my favorite option. But it looks like we need to conduct regular user training to get them up-to-speed.
Do you have similar issues in your organization or can you please advise me how to handle this situation.
Thanks.
Aarti Swamy Saving Changes...
Richard HowProgramme Management Consultant| How Associates LtdHarthill, South Yorkshire, United Kingdom
This is a very common issue that has always existed. Companies seem to think that everyone can learn every system without much or any formal training. Solutions I have used in the past have included, running monthly or quarterly user training sessions, Creating a crib card containg basic help and advice that can be given to every user. I have also done some call tracking to feedback to senior management the impact on the helpdesk in call volume caused by untrained users. Sometimes it makes them understand the value of some training.
Saving Changes...
