Education TechKNOWvatioN

The Education TechKNOWvatioN directs the development of employees in all aspects of a technically complex environment. Education focuses on the processes and activities involved with training and development of users and support staff of a technically complex environment. This education includes such things as applications, hardware, operating systems, and networks.

• Education Development TechKNOWvatioN Service

The Education Development TechKNOWvatioN Service is the set of services that selects and/or develops educational curriculums and courses. Education Development is concerned with “what” education is needed, and “how” the education will be delivered.

• Curriculum Development

The Curriculum Development Element is the service that develops an education curriculum for members of a technically complex environment (both end users and IT support staff). Curriculum Development is concerned with the objectives of a course or set of courses, and which testing or certifications are needed.

• Course Development

The Course Development Element is the service that selects and develops courses. Course Development is concerned with selecting a vendor or instructor to deliver a course, what the content of a course should consist of, and what format the instruction will take (CBT, one-on-one, formal classroom, or custom course).

• Education Coordination TechKNOWvatioN Service

The Education Coordination TechKNOWvatioN Service is the set of services that tracks course and course participants. Education Coordination is concerned with the logistics of conducting education courses, scheduling courses, evaluating courses, and tracking skills development and certifications of personnel. Education Coordination addresses the operational aspects of an education program.

• Education Tracking

The Education Tracking Element is the service that tracks the effectiveness of education for the organization. Education tracking includes maintaining records of employee skills and training history, employee certifications, and employee development/career plans.

• Course Delivery Logistics

The Course Delivery Logistics Element is the service that makes sure courses are delivered smoothly. This element includes the location and set-up of classes, purchasing of materials needed, the enrollment of students, and the communication of class information to participants.

• Education Marketing

The Education Marketing Element is the service that markets and communicates what educational opportunities are available from the organization. Education Marketing includes advertising of courses to increase awareness among the support and end user staff.

• User Documentation

The User Documentation TechKNOWvatioN Service is the set of services that covers both internal and external user documentation related to a technically complex environment. User Documentation is concerned with internal user guides, vendor product user guides, and on-line documentation. This TechKNOWvatioN Service addresses both the development and maintenance of internal user documentation.

• User Guide Development

The User Guide Development Element is the service that develops and maintains internal user guides for a technically complex environment. This element helps develop these guides, make them readily available to the user community and maintain the accuracy of the information in the documents.

• Product Documentation

The Product Documentation Element is the service that maintains and distributes external vendor product user documentation used in a technically complex environment. This element makes sure these materials are readily available to the user community