Training and Operational Preparation

We have experience of bringing a range of different technical solutions, workflows and architectures on-air with our customers. The process is delivered in three stages.

Documentation

Using an established document model, an evaluation of existing documentation is completed, resulting in a plan that is presented to senior stakeholders. After which, approval is given to provide appropriate resourcing from internal and external suppliers to meet the agreed standard.

In the case where minimal documentation exists, we prefer to use a phased approach for the delivery of the document plan:

  1. Quickly define and communicate the documentation standard with suppliers and stakeholders. Create a set of criteria that can be used for evaluation.
  2. Directly author or work with suppliers to create the documentation to meet the minimum requirements.
  3. Over an agreed timeframe, make improvements to the documentation in order to meet the agreed standard.

An evaluation procedure is defined and implemented; a peer review process is used to check that documentation meets the evaluation criteria.

A gate is included in a change control process to ensure that documentation is updated as part of system or application changes.

In the case where significant documentation exists, we recommend using a similar approach as above while taking into account any existing policies and making changes as appropriate.

As part of the document plan, a change control process is defined and implemented.

Training

Meanwhile, a training plan is defined and created. Depending upon the scope of work, the requirements for the training might already be included within a solution specification. In which case, this forms the basis of the training plan. Otherwise, a scope of training is agreed, documented and accompanied by a set of training requirements.

Training can be delivered as follows:

  • Use the training requirements to define a training plan and agree with stakeholders.
  • Usually, a training plan is delivered to two groups; technical support teams and users.
  • Establish a training syllabus.
  • Use the documented plan and make documentation available to technical support teams.
  • Create training manuals for technical support teams and users.
  • Plan training events and obtain resources required to deliver training, including any special system requirements.
  • Deliver training workshops.

Throughout the delivery of the training, technical teams and users are invited to evaluate the purpose and usefulness of the training that has been delivered; changes are made to the syllabus and training manuals as required.

Where appropriate, planned training sessions are tested, evaluated and modified prior to delivery to a larger audience.

Launch

Bringing a new solution on-air or making significant changes to existing systems requires thorough knowledge of the supporting workflows, services and the responsibilities of suppliers. Using the knowledge obtained and transferred through documentation and training, we can provide direct support to technical teams and users, managing a launch.

Direct onsite or remote support is provided to manage early issues, resolve snagging and support critical decision making.

Reporting of activities, issues and managing incidents to a resolution is conducted through clearly defined communication channels.