User Training Who is responsible



  • So this question is often floated around our office that IT is responsible for training employees on how to use this software or use this operating system or use <insert something>.

    Specifically the question is: How come IT hasn't trained you? Or can IT train us how to use this <whatever>?

    I've categorically pronounced that it is NOT IT's responsibility to train an employee on how to use software or an OS of their choice and position.

    I've stated that it is ONLY IT's responsibility to ensure the software or OS can be used to fulfill the duties the employee is tasked with.

    Where do you guys land on this conversation? Do you train a user how to use AutoDesk or Photoshop? Do you also train them how to send email? Or do you side with my point of view in that the business should require the employee to know how to use the tools for the job. More so if the employee has opt'd to use a specific platform over another which they are already familiar with!

    Looking for input and to spark a discussion.



  • If you have everything logged in a ticketing system, it should be very easy to show management how long IT has spent giving the same advice/training to any given end user.

    As to weather it is the responsibility of IT to train a user in the basic competencies on how to use any given OS or program, heck no. I'm more well-versed in many different platforms and operating systems than even most IT people, doesn't mean I'm going to show an end-user 10 times how to copy paste. Eventually it has to become "This user needs to get actual training instead of using IT as a crutch."



  • @travisdh1 said in User Training Who is responsible:

    If you have everything logged in a ticketing system, it should be very easy to show management how long IT has spent giving the same advice/training to any given end user.

    As to weather it is the responsibility of IT to train a user in the basic competencies on how to use any given OS or program, heck no. I'm more well-versed in many different platforms and operating systems than even most IT people, doesn't mean I'm going to show an end-user 10 times how to copy paste. Eventually it has to become "This user needs to get actual training instead of using IT as a crutch."

    I agree -- and as far as teaching someone how to perform their job duties, that should fall to someone within the department / office where they are working.



  • @dafyre said in User Training Who is responsible:

    @travisdh1 said in User Training Who is responsible:

    If you have everything logged in a ticketing system, it should be very easy to show management how long IT has spent giving the same advice/training to any given end user.

    As to weather it is the responsibility of IT to train a user in the basic competencies on how to use any given OS or program, heck no. I'm more well-versed in many different platforms and operating systems than even most IT people, doesn't mean I'm going to show an end-user 10 times how to copy paste. Eventually it has to become "This user needs to get actual training instead of using IT as a crutch."

    I agree -- and as far as teaching someone how to perform their job duties, that should fall to someone within the department / office where they are working.

    👍



  • So that's 2 for me.

    The employee should know how to use the tools which they are required for their position and that IT is not responsible to teach them.



  • @travisdh1 said in User Training Who is responsible:

    If you have everything logged in a ticketing system, it should be very easy to show management how long IT has spent giving the same advice/training to any given end user.

    Yup, IT metrics. They do wonders.



  • @travisdh1 said in User Training Who is responsible:

    As to weather it is the responsibility of IT to train a user in the basic competencies on how to use any given OS or program, heck no.

    It can be anyone's job to train people. We do a lot of this, even as consultants. But we are paid to do it, so what do we care? If they want us to do everyone's jobs for them, great!



  • @scottalanmiller So let me ask you this than.

    In the world of not outsourced IT, do you believe that the IT personal should know how to use and operate every piece of software or hardware that a business has?



  • I setup and train them to GET to the program and access it. It is their manager/supervisor/coworker's job to train them how to perform their job duties within the program. Its too much for me to know everybody's job duties and how they perform those duties.



  • @nerdydad said in User Training Who is responsible:

    I setup and train them to GET to the program and access it. It is their manager/supervisor/coworker's job to train them how to perform their job duties within the program. Its too much for me to know everybody's job duties and how they perform those duties.

    That is where I fall. Here are the tools, this is how you get to them, and you click once to open. Bye from there.



  • @dustinb3403 said in User Training Who is responsible:

    believe that the IT personal should know how to use and operate every piece of software or hardware that a business has

    Absolutely not. That is asking too much of IT. I don't know what outside pressures force them to perform such task in such a way. Their respective departments should have procedures properly documented and stored somewhere, whether they are on the network or not.



  • @nerdydad said in User Training Who is responsible:

    @dustinb3403 said in User Training Who is responsible:

    believe that the IT personal should know how to use and operate every piece of software or hardware that a business has

    Absolutely not. That is asking too much of IT. I don't know what outside pressures force them to perform such task in such a way. Their respective departments should have procedures properly documented and stored somewhere, whether they are on the network or not.

    My question for the users is always... if we can do your job, and you can't, why are you here?



  • @dustinb3403 said in User Training Who is responsible:

    @scottalanmiller So let me ask you this than.

    In the world of not outsourced IT, do you believe that the IT personal should know how to use and operate every piece of software or hardware that a business has?

    I believe that they should be given the training and pay to handle whatever they are asked to support. So yes.



  • @scottalanmiller that is a valid question but it isn't one we are allowed to ask.



  • @scottalanmiller said in User Training Who is responsible:

    @dustinb3403 said in User Training Who is responsible:

    @scottalanmiller So let me ask you this than.

    In the world of not outsourced IT, do you believe that the IT personal should know how to use and operate every piece of software or hardware that a business has?

    I believe that they should be given the training and pay to handle whatever they are asked to support. So yes.

    So going to college for 4 years to know how to use AutoDesk Maya or some other solution is also within IT's realm than?

    Seems odd to have that kind of stance since I doubt any engineer would ever dream of having an IT person do their jobs.



  • @nerdydad said in User Training Who is responsible:

    @dustinb3403 said in User Training Who is responsible:

    believe that the IT personal should know how to use and operate every piece of software or hardware that a business has

    Absolutely not. That is asking too much of IT. I don't know what outside pressures force them to perform such task in such a way. Their respective departments should have procedures properly documented and stored somewhere, whether they are on the network or not.

    Going on @scottalanmiller statement that IT should have the training and pay to do anything and everything the user does would fly in the face of practical sense.

    As an IT person I don't want to know how to do XY or Z!



  • @dustinb3403 said in User Training Who is responsible:

    @scottalanmiller said in User Training Who is responsible:

    @dustinb3403 said in User Training Who is responsible:

    @scottalanmiller So let me ask you this than.

    In the world of not outsourced IT, do you believe that the IT personal should know how to use and operate every piece of software or hardware that a business has?

    I believe that they should be given the training and pay to handle whatever they are asked to support. So yes.

    So going to college for 4 years to know how to use AutoDesk Maya or some other solution is also within IT's realm than?

    Seems odd to have that kind of stance since I doubt any engineer would ever dream of having an IT person do their jobs.

    Absolutely, if you given that task and sent to college to learn that. Yes. That's exactly what I said.

    maybe it seems that say, but engineers all over ask IT to do that.



  • @dustinb3403 said in User Training Who is responsible:

    @nerdydad said in User Training Who is responsible:

    @dustinb3403 said in User Training Who is responsible:

    believe that the IT personal should know how to use and operate every piece of software or hardware that a business has

    Absolutely not. That is asking too much of IT. I don't know what outside pressures force them to perform such task in such a way. Their respective departments should have procedures properly documented and stored somewhere, whether they are on the network or not.

    Going on @scottalanmiller statement that IT should have the training and pay to do anything and everything the user does would fly in the face of practical sense.

    As an IT person I don't want to know how to do XY or Z!

    I didn't say to do what they do, to do what you are asked to do for them. Asking them to do that would fly in the face of common sense.



  • @scottalanmiller said in User Training Who is responsible:

    @dustinb3403 said in User Training Who is responsible:

    @scottalanmiller said in User Training Who is responsible:

    @dustinb3403 said in User Training Who is responsible:

    @scottalanmiller So let me ask you this than.

    In the world of not outsourced IT, do you believe that the IT personal should know how to use and operate every piece of software or hardware that a business has?

    I believe that they should be given the training and pay to handle whatever they are asked to support. So yes.

    So going to college for 4 years to know how to use AutoDesk Maya or some other solution is also within IT's realm than?

    Seems odd to have that kind of stance since I doubt any engineer would ever dream of having an IT person do their jobs.

    Absolutely, if you given that task and sent to college to learn that. Yes. That's exactly what I said.

    maybe it seems that say, but engineers all over ask IT to do that.

    But that is counter to the discussion, should IT be here to TRAIN an employee on how to use the tools with which the employee was hired to use?

    You've stated NO beforehand. Now you're stating in a consultancy tone of "Well yeah if they are paid and trained in the software than they should"



  • @dustinb3403 said in User Training Who is responsible:

    @scottalanmiller said in User Training Who is responsible:

    @dustinb3403 said in User Training Who is responsible:

    @scottalanmiller said in User Training Who is responsible:

    @dustinb3403 said in User Training Who is responsible:

    @scottalanmiller So let me ask you this than.

    In the world of not outsourced IT, do you believe that the IT personal should know how to use and operate every piece of software or hardware that a business has?

    I believe that they should be given the training and pay to handle whatever they are asked to support. So yes.

    So going to college for 4 years to know how to use AutoDesk Maya or some other solution is also within IT's realm than?

    Seems odd to have that kind of stance since I doubt any engineer would ever dream of having an IT person do their jobs.

    Absolutely, if you given that task and sent to college to learn that. Yes. That's exactly what I said.

    maybe it seems that say, but engineers all over ask IT to do that.

    But that is counter to the discussion, should IT be here to TRAIN an employee on how to use the tools with which the employee was hired to use?

    You've stated NO beforehand. Now you're stating in a consultancy tone of "Well yeah if they are paid and trained in the software than they should"

    Who is going to train people if not IT? What department has the skills or capability to learn lots of other things?



  • @scottalanmiller said in User Training Who is responsible:

    @dustinb3403 said in User Training Who is responsible:

    @scottalanmiller said in User Training Who is responsible:

    @dustinb3403 said in User Training Who is responsible:

    @scottalanmiller said in User Training Who is responsible:

    @dustinb3403 said in User Training Who is responsible:

    @scottalanmiller So let me ask you this than.

    In the world of not outsourced IT, do you believe that the IT personal should know how to use and operate every piece of software or hardware that a business has?

    I believe that they should be given the training and pay to handle whatever they are asked to support. So yes.

    So going to college for 4 years to know how to use AutoDesk Maya or some other solution is also within IT's realm than?

    Seems odd to have that kind of stance since I doubt any engineer would ever dream of having an IT person do their jobs.

    Absolutely, if you given that task and sent to college to learn that. Yes. That's exactly what I said.

    maybe it seems that say, but engineers all over ask IT to do that.

    But that is counter to the discussion, should IT be here to TRAIN an employee on how to use the tools with which the employee was hired to use?

    You've stated NO beforehand. Now you're stating in a consultancy tone of "Well yeah if they are paid and trained in the software than they should"

    Who is going to train people if not IT? What department has the skills or capability to learn lots of other things?

    Is it the IT departments responsibility to know how to wire up a 240 outlet or to unclog a sink as well?

    The conversation is a simple one in most circles; IT isn't paid to go to training on how to use a plethora of software, and we aren't professional trainers with a training guide/script.

    Can we from time to time learn how something works from watching the professional (engineer, designer, account rep) going on throughout their day. Certainly.

    Does that qualify us as being capable of training others because we can ham our way through a 1 off issue?



  • Now that isn't to say we can't tell an employee "this is how you access email or this is how screenshare".



  • @dustinb3403 said in User Training Who is responsible:

    Who is going to train people if not IT? What department has the skills or capability to learn lots of other things?

    Is it the IT departments responsibility to know how to wire up a 240 outlet or to unclog a sink as well?

    The problem here that companies face is that if IT can't do it, literally no one can. IT is the only "super department" with the kind of capability involved.



  • @dustinb3403 said in User Training Who is responsible:

    The conversation is a simple one in most circles; IT isn't paid to go to training on how to use a plethora of software, and we aren't professional trainers with a training guide/script.

    Right, but that can't be applied to what I said, as I specifically stated that IT would have to have been trained and paid for every piece of software that management wanted them to train people on.

    So any argument involving pay or training is moot, already explicitly covered.



  • @dustinb3403 said in User Training Who is responsible:

    Can we from time to time learn how something works from watching the professional (engineer, designer, account rep) going on throughout their day. Certainly.

    Does that qualify us as being capable of training others because we can ham our way through a 1 off issue?

    Hence why I stipulated the requirement for training.



  • @dustinb3403 said in User Training Who is responsible:

    @scottalanmiller So let me ask you this than.

    In the world of not outsourced IT, do you believe that the IT personal should know how to use and operate every piece of software or hardware that a business has?

    I believe that I should know everything about everything that is in my environment. This has a lot to do with my lack of trust in people, and that I need to know and understand it for myself. But I also believe that this is just an example of me going above and beyond and taking pride in my work. That being said, I do not know everything about all my things yet, nor is that really physically possible.



  • @dustinb3403 Oh I agree with you. I have had to do this many times and its their job they should care enough about it to study at home and learn how to do their job.



  • I am also a firm believer in the idea that I am being paid to solve problems. If the company really thinks that I need to be the one fixing the sink, they may have me do that. But in the end, I am valuable for way more than just IT. I get involved in high level business decisions because they value my input.



  • @dustinb3403 Reluctantly, I suppose yes, at least to a small degree. It ultimately makes my life easier when I can decipher what they mean



  • I'm with Scott - If you don't have a dedicated training team, then who else in the company would be able to do training?

    As for should they knew ABC software before they come to work for you? That's the hiring manager's decision, not IT's.