IT Training—On the Job
April 14, 2008
When your files are lost, IT is a favorite of yours. But when it comes to the kind of on-the-job training other departments in your company benefit from, IT frequently gets left behind. The usefulness of on-the-job training for IT workers may surprise you—they may even get more efficient at finding your misplaced data.
By Kim Peretti
The breakneck pace of technological change, together with its mission-critical role in both the public and private sectors, has made IT training a crucial priority for organizations. Faced with shifting business requirements, increasing industry and government regulations, and evolving technology capabilities and innovations, IT must maintain the skills and expertise needed to help ensure business stays up and running and competitive.
To that end, on-the-job (OJT) programs are a valuable component of overall business strategy for small and mid-sized organizations as well as enterprises. By implementing proven training practices, companies can enhance the effectiveness of their IT workforce, and leverage IT training as a strategic element in achieving corporate objectives.
Defining OJT
OJT is comprised of three categories of training: tacit, informal, and formal. Tacit training or knowledge is highly personal and informal; it’s what happens in the office hallways when one person stops another to exchange information. Informal OJT occurs when a worker is provided one-on0one coaching from a peer, manager, consultant, or other individual. In an IT environment, informal OJT with a peer may involve reviewing documents, learning how to use a software program, brushing up on lifecycle flows, or updating maintenance routines.
An OJT program also can be customized to how a worker performs his or her job. This type of training often is based on perspective, level of knowledge, and experience of the coach or peer. Its highly subjective nature provides both benefits and drawbacks. For example, one of the most valuable aspects of informal OJT is it gives the worker insight only someone who has done the same job, or has worked with others who have done the same job, can provide. Informal OJT is prized for its ability to convey targeted information about the processes, procedures, and requirements unique to the organization and position. At the same time, however, an informal OJT coach may unknowingly pass along erroneous or incomplete information and a bad habit or two.
In contrast, formal OJT is structured. It provides an objective review of the skills and knowledge needed to perform a function and often includes a component that tests the participant's knowledge. While instructor-led training is one of the most effective vehicles for delivering formal OJT, a variety of other tools also may be used to formally train an employee. From e-learning and on-line employee support systems to job simulation scenarios and gaming innovations, these tools can be used to get the right training at the right time without having to leave the office.
IT OJT Tools
Whether in a small business or large enterprise, IT professionals often require rapid access to critical information. For that reason, employee support systems are gaining traction as a fundamental component of formal IT training. An employee support system is an online system geared to specific tasks. Rather than taking a learner through a gradual learning process, starting at the basics and slowly building, an employee support system enables IT to quickly find and connect with what they need at that moment. The most effective employee support systems are not only concise and easy-to-follow but also thorough. With complete step-by-step procedures that IT professionals can use to correctly perform a task, an employee support system serves up quick answers to IT's most proximate and pressing questions.
E-learning systems are another valuable vehicle for delivering formal OJT to IT professionals. An e-learning system is typically self-supporting, comprehensive in scope, and designed in modules to enable IT to gain a broader perspective than is delivered through an employee support system. An e-learning system also can be highly interactive, offering a variety of approaches to ensure the active participation of users. Whether through a game, a series of questions, or even a simulation or "sandbox," these approaches give the user an opportunity to experience and try some of his or her job-specific tasks—on the job.
For example, as an extension of e-learning, a sandbox is designed to serve as a safe environment in which IT can test different solutions to a problem, try a new procedure, or otherwise experiment without putting their production environment at risk. In such an environment, a Level 1 customer service representative who is moving into a supervisory position and, consequently, must be able to handle Level 2 calls from customers, could safely role-play likely scenarios. With the click of a button on an automated training system, the new supervisor could participate in realistic simulated activities that would shorten the learning curve and enhance productivity.
Measuring Success
Companies can determine whether OJT training for IT staff has achieved its intended business impact by integrating training measurements into their strategy and operations. It begins with a pre-assessment that helps establish the OJT participant’s level of skill or knowledge before beginning the formal training program. A post-assessment also is critical. While post-assessments typically occur immediately following the completion of a training program, periodic assessments also are beneficial. Moreover, these evaluations may be designed not only to obtain participant reactions but to pinpoint the level of knowledge or skill transfer that actually occurred. Such evaluation processes enable IT organization business managers to understand how well training is applied on the job and, in turn, refine training activities to continue to derive and increase benefit in the future.
OJT Trends
As companies are driven to develop and implement effective IT training programs to meet increasing business challenges, they continue to explore innovative approaches to training using both existing and emerging practices.
A growing number of organizations are augmenting formal instructor-led and e-learning programs with a more informal training approach that leverages communities of practice and online learning. Among the most effective are e-books and e-journals, blogs and forums, and Webinars. These sources provide IT an opportunity to gain a deeper understanding of technologies, keep pace with technological developments, and collaborate with colleagues and experts to share ideas, tips, and knowledge unique to those who work in their field. Indeed, on-the-job training continues to change in parallel with the dynamic and rapidly evolving world of IT. As new initiatives, technologies, and market forces further compel the alignment of IT with business objectives and strategies, a well-trained IT workforce will be singled out as an increasingly valuable competitive advantage.
Kim Peretti is director, Global Education Development & Custom Services, Symantec Corporation. To learn more, visit www.symantec.com.
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