The ELearning Fieldbook [Electronic resources] : Implementation Lessons and Case Studies from Companies that are Making eLearning Work نسخه متنی

What Support and Maintenance Infrastructure Is Required for e-Learning Technologies?

As shown in Figure 5-8, there are three types of support required for learning systems:

Technical

Functional

End User

Figure 5-8: Three Levels of Technical Support for Learners

Technical support can either be provided in-house or outsourced.

Application administration is generally provided by the IT department. This includes hardware such as servers, software installation set up, and maintenance of the appropriate databases. Other functions include upgrading the software to the latest version and transferring customizations, as well as applying patches and fixes. Functional administration relates to the system itself and is generally handled by the department that owns the software.

As part of the support network, consider processes for evaluation of upgrades and timing, escalation paths and support systems to log issues for trend recognition.

Putting in place a SPOC (single point of contact) support capability—a one-on-one learning customer response system for handling e-learning related problems, questions, and inquiries—is essential. End-user support should be provided by a help-desk network. For successful approaches to forming a partnership with the IT department see Chapter 3.

It can be damaging if issues are logged at first level support, such as a help desk, and not appropriately escalated. Adequate training for all support levels will help to prevent this.

In the next chapter, the methods for measuring results of e-learning initiatives will further amplify how the data collected through these systems can support the business case for e-learning.

Lessons Learned

Partner early with IT,HR, business, and operations departments for support and assistance

Plan for an e-learning landscape by focusing on integration challenges (such as from learners/demand to e-learning applications to training content/supply)

Leverage enterprise software platforms and balance with the capabilities and integration of best-of-breed applications

Document and review existing business processes

Compose a clear statement of work and manage it closely

Define clear roles and responsibilities for the project

Consider and evaluate all options with regard to your business needs

Develop a clear communications plan

Consider change management and the barrier it can represent