Professional implementation, training and support services are part of all IT Works solutions. These services are led by project managers with extensive work experience in colleges, universities, and research institutes. They have used our solutions in their previous positions and are well equipped to insure a successful installation or subscription. These services include:
- Project Management
- Implementation Services including:
- Solution Installation
- Software configuration
- User Training
- Long Term Support including:
- User Support
- Technical Support
- Product Upgrades
The time to complete these services depends on the number of software modules implemented, customization requirements, and the users involved.
A project manager (PM) serves as the primary point of contact for each software purchase or subscription. The PM quarterbacks the implementation process including: planning, installation, data mapping, configuration, customization (if needed), pre-loading of data, testing, training, and the initial support phases. Technical staffs are brought in to customize the software and preload data when needed.
Implementation services are designed to integrate the IT Works solution with your institutions technical architecture and managerial systems and procedures. The PM coordinates interactions between your institution’s technical staff and the appropriate IT Works staff to install and configure the software as defined in previous planning meetings. Our technical team is available for preloading data from existing systems to expedite the implementation process and modifying the software to meet institutional specific requirements such as custom report formats, new functionality, and interfaces to existing GL, ERP, HR, and payroll systems. The PM also oversees the testing of each installation or subscription before training is initiated.
IT Works offers on-site instructor led training classes and remote training using web meeting capabilities. Training strategies are tailored to user preferences. Historically we partner with our clients to implement a “train the trainer” approach. In this approach IT Works’ trainers teach your system administrators and super users, who in turn help users incorporate the system into their daily practices by:
- Instructing other users within their institution how to use the software,
- Explaining how to incorporate the software into their internal systems and procedures, and
- Teaching how to request assistance from IT Works or customer service staff
Web meeting based training sessions are typically conducted in a series of one or two hour sessions. On-site sessions are typically conducted over two day periods. All training uses the client’s software and data sets. When new features are released, they are posted to the IT Works website along with associated training materials. The PM schedules periodic a review of the upgrade and any associated training with the client’s implementation team.
Long Term Support
Support services are offered from 9:00 AM to 5:00 EST on standard business days. Support includes assisting client project managers, super users, and/or IT or system administrators in two areas: application support and technical support.
- Application support addresses issues involving core functionality, basic application configuration, user security and setup, and other user interface and training issues.
- Technical support addresses issues involving software upgrades, database issues, import and export processes, interfaces / integration with other systems, as well as troubleshooting related network and email issues.
Triage of technical problems is centered on finding the root of the application problem or technical issue and involves IT Works support staff and then our senior architect, senior programmers and implementation specialists, if appropriate. High priority (system down, not functioning as designed) calls are triaged by our senior architect who exhausts possible reasons for the issue before recommending client IT staff get their own or their vendors’ RDBS, network specialists or desktop specialists involved. Long term support also provides access to periodic software upgrades and web-based training documents.