individual achievement. educational excellence. administrative innovation. institutional...

INDIVIDUAL ACHIEVEMENT. EDUCATIONAL EXCELLENCE. ADMINISTRATIVE INNOVATION. INSTITUTIONAL PERFORMANCE.

Banner Training and Help DeskPost Go-Live

Becky North

Training and User SupportWichita State University

April 15, 2008

Course ID S-0398

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Wichita State University

Campus Stats14,045 students3,000 faculty, staff and adjuncts

Banner User ServicesBanner Training and Help Desk2 full time staff

WIN Go Live2005 – Finance and Admissions2006 – Financial Aid, Luminis, Student,

Accts Receivable, Student Sun e-mail2007 – Human Resources, CAPP, Alumni,

Banner Channels

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Mark Twain once said

“I knew a man who picked a cat up by the tail.

He learned 40 percent more about cats than the man who didn’t.”

During Banner implementation, we picked up a lot of cats and received a lot of scratches at Wichita State University.

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• WIN implementation was on time and under budget

• Kansas Information Technology Office (KITO)Post Implementation Evaluation Report

Implementation team leads identified top 3 lessons learned:

1.Continued support from the top of the organization

2.Business process analysis – spend time up-front

understanding and identifying process flows

3.Training is key

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Banner Training and Help Desk Plans, Phase I and II

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Banner Training and Help Desk Lessons Learned

The most valuable lessons learned during implementation were not those focused on the “how to” topics related to Banner, WSU procedures or data entry.

Rather, we learned to work with the campus community, to identify needs and guide them as they use “all things Banner” at WSU.

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Banner Training and Help Desk Lessons Learned (continued)

• Faculty don’t attend training• Supported through on-line help, telephone assistance• Continue to offer open labs

• Staff prefer instructor led sessions• Away from phones and interruptions• Telephone assistance for follow up questions

• Students• Don’t use Self Service during regular business hours • On-line help must be clear, accurate and easily accessible• Password assistance still #1 help desk call

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Banner Training and Help Desk Plans

Banner Training and Help Desk Plan, Phase I• Provided foundation for training and support• Kept us focused as we trained the campus departments

Banner Training and Help Desk Plan, Phase II • Summarized lessons learned in Phase I

• Identify and continue proven concepts

• Continue to refine roles and responsibilities• Banner User Services, Functional Experts and Others• Various campus help desks• Work closely with Banner security team

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Banner Training and Help Desk Plans (continued)

Implementation focus • Implementation workshops• Training needs assessments• Develop learning materials• Navigation training - “back office” personnel• Train the campus community

Post Go-Live focus• Update learning materials• Turnover training• Train the campus community• Identify and present new sessions

• (Post Office, Grad Admin, Tips, Tricks &Traps, Comp 101)• WSU reports• On-line Help

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Roles and Responsibilities

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Banner User Services

WIN Training and User Support• Training department focused on “all things Banner”

Banner, Self Service and WSU Reports Training• Required for Banner access; encouraged for Self Service

• Navigation for “back office”• Campus departments on specific options

• Train and support University Computing Help Desk (Student Self Service options)

New training opportunities• Tips to streamline usage and traps to avoid• “New” options, reports• Needs assessments, pilot groups

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Banner User Services (continued)

Release updates

Learning guides• Include each form’s Banner navigation• Incorporate WSU procedures• Accommodate both frequent and infrequent Banner users

myGuides• On-line videos

Other• Employee news articles• e-mail updates• Portal alerts

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Banner User Services (continued)

On line help• Self help – first level of help desk support

• Robust help information in Self Service and portal • Review help desk calls to determine topics• Review Web stats – determine if help pages properly

located• Goal – faculty, staff and students to find the right answers

quickly

Banner Help Desk• Telephone support for faculty and staff• Level 2 support for student Self Service• Additional Banner/Self Service support for other Help Desks

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Functional Experts

Key functions• Banner training for their department• Provide documentation for departmental operations• One-on-one assistance via telephone or desk-side• Co-present Banner training sessions (optional)• Review training materials• Cross module training on specific Banner forms

Major risks of using• Time, focus and inexperience

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University Computing Help Desk

Password, hardware, software and student e-mail assistance to the campus community

Student support• myWSU, Banner channels and Self Service assistance

• Help Desk encourages students to click on the portal’s Student Help tab

• If student requires additional assistance, call is transferred

to the Banner Help Desk

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Blackboard Help Desk

Blackboard training and support provided by the Media Resources Center (MRC)

Support instructors and students

FAQ’s and training information located on the portal’s Student Help and Help for Faculty/Staff tabs

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Technical Help Desks

Technical help desks across campus provide hardware and software support to faculty, staff and students, typically within their college or department

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Training Sessions and On-line Help

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Training and Help Desk Plans

WSU WIN Web Site:

http://wichita.edu/win

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Help for Faculty/Staff

Student Help

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Questions

• Does training and help desk support end after implementation?

• Are your training and help desk roles defined?

• How are you maintaining and delivering training and help documents?

• Does your institution have a Training and Help Desk Plan?

• Does your institution need a Training and Help Desk Plan?

• Your questions?

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Thank You

[email protected]

316-978-3871

Please complete the online class evaluation form

Course ID S0398

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SunGard, the SunGard logo, Banner, Campus Pipeline, Luminis, PowerCAMPUS, Matrix, and Plus are trademarks or registered trademarks of SunGard Data Systems Inc. or its subsidiaries in the U.S. and other countries. Third-party names and marks referenced herein are trademarks or registered trademarks of their respective owners.

© 2008 SunGard. All rights reserved.

individual achievement. educational excellence. administrative innovation. institutional...

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