Supporting IT Training Content Development with the Engage Process Platform
The Challenges of Recording IT Training Content
It is not unusual during the recording of IT training content and learning materials to encounter incomplete or incorrect system screens and/or scripts. A typical IT Project will consist of a complex matrix of workstreams for each area of the organisation, for example procure to pay, production, stock control, etc. Add to that an intricate web of system roles across hierarchical job roles and it's clear why sometimes steps can be missed.
Typically, the author records screens with step-by-step instructions to produce process- driven simulations or training manuals. Creating quality training content not only reflects the user’s system profile and job role but also ‘burns’ realistic scenario data. Despite all endeavours including comprehensive blueprints, granular design documents and rigorous testing, often the first time the application is ‘driven’ is when the training content is being recorded for user training and support.
Historically, meetings involving representatives from the project team and the business would be hastily arranged. In the midst of a project diaries are booked weeks in advance, which unfortunately then leads to unavoidable recording delays. When the parties finally meet, inevitably some key personnel will be unable to attend or may send substitutes who then update them separately. To ensure understanding, the recording process must be explained, or better still recreated to demonstrate the gap(s). Meanwhile the clock ticks on.
How we Utilised Engage Process to Support the Creation of Training Content
In 2012 on a sizeable Oracle UPK implementation project, with an incredibly short development window, the Larmer Brown Development Team experienced the above challenges in many areas, it became impossible to continue recording the learning content. The daunting prospect of presenting the issues to align the system and the processes loomed, until one of the authors who had been using the Engage Process Modeler in a business process workshop suggested that the platform could be used to record the processes dynamically over WebEx. Engage is a collaborative tool, which was ahead of its time in accommodating dispersed contributors, offering a clear structure for all parties to review, discuss and confirm feedback from within the tool itself.
During this first system process brainstorming session, we utilised the Engage Modeler to record, refine and submit eleven sizeable system processes for approval in less than an hour. Refinement included pictorial confirmation of the AS-IS and the proposed TO-BE, including swimlanes and value-add.
The Result: Filling the Gaps with Process-driven Training Content
Since this project, Engage Process is now regularly utilised within the toolkit of our internal consultants and authors for recording learning material. Even when capturing short, well-known processes the speed and simplicity of this easy to use, nifty tool is sufficient justification to fire it up. The option to incorporate the process maps within the training content, providing the user with a clear pictorial representation of the processes is invaluable.