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| <org.eclipse.epf.uma:DescriptorDescription xmi:id="-S5JIDccPmUswHn8Fuoihmg" name="02_02_deliver_end_user_training,_iEP5wfd3EeCFmpfCmMPILg" guid="-S5JIDccPmUswHn8Fuoihmg"> |
| <refinedDescription><p>
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| Often, a Trainer will deliver training to End Users; rarely will the development team deliver training because
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| they are busy developing additional features for this or other systems. If a Trainer is not available, the
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| Product Owner might have to train the End Users.
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| </p>
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| <p>
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| End User training usually consists of presentation slides, job aids, hands-on labs and exercises, or workshops that
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| integrate these methods into an environment that the End Users can understand and relate to.
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| </p></refinedDescription> |
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| <refinedDescription><p>
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| Because a Release ultimately will have to be supported by Help Desk or other technical personnel, a set of training
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| materials designed to convey key concepts to those individuals must be developed and delivered by the&nbsp;Development
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| Team or by a technically oriented Trainer.
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| </p>
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| <p>
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| Delivery of this training might include presentation slides, job aids, lab exercises, or workshops designed to provide
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| real-world scenarios to accelerate learning and retention. In addition, the training materials might be different for
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| each level (tier) of support.
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| </p></refinedDescription> |
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| <org.eclipse.epf.uma:DescriptorDescription xmi:id="-EOsTkw08ZDXzyCHSCP-bPQ" name="trainer,_iEQg0vd3EeCFmpfCmMPILg" guid="-EOsTkw08ZDXzyCHSCP-bPQ"> |
| <refinedDescription>Many organizations engage Trainers to deliver product training to various audiences. Unlike a software Developer, most
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| Trainers have extensive experience in delivering training materials in a fashion that is well suited to communicating
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| complex concepts to End Users. They bring a necessary creativity and talent that complements the implementation and testing
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| skills of a development team.</refinedDescription> |
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| <org.eclipse.epf.uma:DescriptorDescription xmi:id="-EeEevuLnY3VYk0iyk-4PNA" name="product_documentation,_iEQg1Pd3EeCFmpfCmMPILg" guid="-EeEevuLnY3VYk0iyk-4PNA"> |
| <refinedDescription><p>
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| Product documentation is created for the benefit of the marketing arm of an organization, the Program Manager, and
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| those people who must assess the business value of a particular system.
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| </p>
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| <p>
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| This is an often overlooked aspect of development team implementation. The team should consider that the customers of a
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| particular Release usually are not technical themselves, but do require a detailed enough understanding of how their
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| product operates and how it meets stated business goals and needs.
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| </p></refinedDescription> |
| </org.eclipse.epf.uma:DescriptorDescription> |
| <org.eclipse.epf.uma:DescriptorDescription xmi:id="-KHIo0rQQtM2BlPh4JWpGjg" name="support_documentation,_iEQg1vd3EeCFmpfCmMPILg" guid="-KHIo0rQQtM2BlPh4JWpGjg"> |
| <refinedDescription><p>
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| Support documentation usually is developed for the three common tiers of a support organization. Tier 1 typically is
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| the Help Desk where users call when they have a problem with a particular system. Tier 1 support personnel
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| normally answer basic questions and, if necessary, log a ticket and escalate it to the appropriate Level 2 support
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| desk.
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| </p>
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| <p>
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| Tier 2 support personnel may deal with more complex questions or issues regarding an application and might need to
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| do some research on the characteristics of the system to provide an answer. If that person cannot resolve the
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| issue, the ticket is escalated to Tier 3 support personnel who have a deeper understanding of the application's
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| code and the technology support the system's architecture.
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| </p>
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| <p>
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| To properly convey the necessary information to each support tier, the application's code base should be well commented
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| and logically organized. This approach will facilitate the development of the support documentation.
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| </p>
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| <p>
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| Support documentation typically includes:
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| </p>
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| <ul>
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| <li>
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| User manuals with work instructions, process descriptions, and procedures
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| </li>
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| <li>
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| Communications, training, and knowledge transfer deliverables
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| </li>
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| <li>
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| Support and operations manuals
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| </li>
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| <li>
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| Service information, including Help Desk scripts
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| </li>
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| </ul></refinedDescription> |
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| <refinedDescription><p>
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| User documentation might include all or parts of user manuals (electronic or paper-based), tutorials, frequently asked
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| questions (FAQs), on-line Help Files, installation instructions, work instructions, operational procedures, etc.
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| </p></refinedDescription> |
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| <refinedDescription><p>
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| Training materials that can be used to train end users and production support personnel might consist of:
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| </p>
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| <ul>
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| <li>
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| Presentation slides
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| </li>
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| <li>
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| Handouts
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| </li>
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| <li>
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| Job aids
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| </li>
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| <li>
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| Tutorials
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| </li>
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| <li>
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| On-line demos
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| </li>
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| <li>
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| Video vignettes
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| </li>
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| <li>
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| Lab exercises
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| </li>
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| <li>
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| Quizzes
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| </li>
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| <li>
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| Workshop materials, etc.
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| </li>
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| </ul></refinedDescription> |
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