Overview of Training in Application support

Training is one of the most important aspects of application support. Training can be imparted on various domains based on the business and related support provided. However, in case of application support training is majorly provided during on boarding of a new application user. In this case, training involves detailed knowledge on how to use the application, understanding all the functionalities of the application, shortcuts and various links and external procedures to be followed apart from using the application.

Training involves various challenges depending on the following attributes as listed below:

1. Geography: This factor comes into pictures when training is to be given across various countries through video or audio conferencing. The main challenge faced here is coordination for suitable time for all the participants from different time zones to attend the training session.
       
2. Application: This is another important factor. The nature and complexity of the application on which the training is to be provided can pose a serious challenge at the time of training. The scope of the user on the application is another important point for consideration while imparting training. Providing unwanted information to a user on an application if he is not going to use it can result in confusion and waste of time.
      
3. Language: In case of cross-country training wherein the training is provided onsite, the main challenge faced is the language barrier. This can cause considerable amount of confusion and communication gap resulting in unfruitful training session.
      
4. Basic knowledge: Providing training to users having no basic knowledge of IT or usage of computer will be more challenging as it requires additional efforts in making them understand various related aspects and terminology.
      
5. Infrastructure:  This aspect can pose real challenge in conducting training. This aspect includes a training room, advanced telecommunication instruments etc. Unavailability of this can pose a serious threat for a successful training session, especially when the training is conducted remotely. Testing the related infrastructure beforehand is important to be able to conduct training efficiently during actual training time.
      
6. Documentation: Last but the not the least, documentation is an important aspect which is responsible for a successful training session. Incorrect, difficult to understand and complex documentation can cause serious challenges during and post training session for a fruitful result.

In order to overcome above mentioned challenges following remediation steps can be implemented:

1. Geography: Proper co-ordination and conversion of time zones so that most feasible time slot can be selected for scheduling the meeting which would be convenient for everyone attending the training session.
      
2. Application: In order to overcome application related challenges following points should be considered:
   - The trainer should have thorough knowledge of the application
   - Scope and audience of the training should be well defined
   - Application should be easy to use and understand and should simplify work rather than increase the complexity
     
3. Language: In case of language barrier it is important to make sure that every member participating in the training should be able to read, write and understand one common language. An interpreter can be utilized in case there is no common language spoken among the participants of the training session
      
4. Basic Knowledge: In situations when participants for the training do not have basic knowledge about computer and IT then the training pattern has to be modified accordingly. Pre-requisites to attending the training sessions should be clearly stated so that the intended audience knows if they are eligible or not.
      
5. Infrastructure: To overcome any infrastructure issues all the participants, especially trainer should be present well in advance of the scheduled time and make sure all the essential resources and available in required state and format.
        
6. Documentation: This is the back bone of most of the training session. Training material should be documented with a point of view that even a layman should understand and use it. The language used should be simple and easy to understand. All the concepts should be explained with help of examples and pictorial representation wherever possible. Trainer should ask the participants to make note of certain points which are of high importance. Important concepts and processes should be highlighted and written in bold to imply its importance.

Thus, it can be seen that Training in application support is not a simple task. A trainer has to encounter number of challenges to for a successful training session.

About Author:

Amol Bhembre is a consultant in Systems Plus Pvt. Ltd. Within Systems Plus, he actively contributes to the areas of Technology and Information Security. He can be contacted at: amol.b@spluspl.com