Training & Learning Development

1 ITIL Standard
2 Definition
3 Goal
4 Objectives
5 Workflow
6 Roles and Responsibilities
7 Scenarios
8 Exceptions to Standard
9 Current State Sustainment Training Investigation Process
10 Investigation of Current State Sustainment Training Models
- 10.1 Training Models
- 10.2 Divisions / Units
- 10.3 Considerations
11 Preliminary Current State Sustainment Training Findings
12 Tools and References

ITIL Standard

to be added

Definition

Technology Training provides learning services to all staff in the Toronto Public Service including corporate business application training, self-directed learning and educational events.

Goal

The primary goal of these services is to improve the capability, capacity, productivity and performance of staff through providing the technology skills required in their present job.

Objectives

· Support the City’s return on investment on the implementation of technology solutions.

· Build operational skills to ensure the awareness, mind-set and ability to confidently use digital workplace tools and increase productiity .

· Enhance user experience by incorporating modern, engaging instructional techniques.

· Incorporate innovative technology enabled learning using effective training formats.

· Identify digital technology and applications to improve existing business processes and workforce efficiency, enhance customer experience.

Workflow

Training Phase	Services	Outputs
Analysis/Planning	Training Consulting and Planning	Ongoing training scheduled. Course update scoping and planning.
Design	Design/maintain course and or modules	Walk-through/demo provided for system updates and/or business process changes. Training delivery method determined (ILT, VILT, Self-Directed online learning).
Development	Develop/Maintain course	Updated course content and training documentation.
	Maintain Training Environment and Training Schedule	Updated training environment. Training scheduled to meet business needs.
	Course Review	Ongoing approval/revision of training materials.
	Training Administration	Ongoing training scheduled to meet business needs. Attendance Reporting.
Implementation	Training Communication	Training schedule communicated to Business Lead.
Implementation	Training Delivery	Training sessions delivered as scheduled. Feedback requested from participants. Training Completion Reports provided to System Administrators. Training participants granted access to system.
Evaluation	Training Report	Review/implementation of training feedback.

Roles and Responsibilities

To be added

Scenarios

Training Service Scenario Overview

Scenario 1: Course Registration/Attendance for New Users (User Experience)

Training Phase

Services

Outputs

Implementation

Training Delivery

•Training sessions delivered

•Training Completion Reports provided to System Administrators

Evaluation

Training Report

•Review/Implementation of Training feedback

Scenario 2: New Course Development Requested – Sustainment

Training Phase

Services

Main Interactions with Business

Analysis/Planning

Training Consulting and Planning

•Course Scoping and Planning verified

Design

Design Course/Modules

•Course Outline verified

•Training Delivery Method determined

Exceptions to Standard

Exceptions based on Divisional practises

•Specialized training based on regulations/practices

•Specialized or alternative training requirements and needs

•Resources or teams involved in providing Training

Current State Sustainment Training Investigation Process

Investigation of Current State Sustainment Training Models

Training Models

TMMS

HANSEN

AVANTIS

Divisions / Units

Parks Forestry & Recreation: urban Forestry

Transportation Services

Solid Waste Management

Toronto Water

Technology Services Business Application Services 2 (BAS2) Team

Considerations

Initiation of Training Requests

Deployment of Training for New Users

Deployment of Refresher Courses

Training Support Team

Current State Training Roles and Accountabilities

Identification of Gaps / Opportunities

Preliminary Current State Sustainment Training Findings

Current State Training Model	Preliminary Findings
Technical training support	No formal training process in place
Business (End User) training support	No formal training process in place
Centralized knowledge management	Enterprise approach to Training and a repository for general knowledge is currently unavailable