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Seb Anthony

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Best practices – floor support after rollout


We will soon start an IT rollout. We want to provide floor support to supplement and support classroom learning. We have done this with most other large rollouts we have done in the past.

We have to submit a business case or justification for floor support based on facts and best practices, not just gut feel and opinion. Does anybody have suggestions for references I can use? Best practices? White papers? Presentations from seminars?

I have data on how Help Desk call volume increased during last rollout. Ideally I'd like to also include a reference to best practices or similar.

Thanks in anticipation.
Sherida Bevan

One Response

  1. Try the IITT

    I have project managed rollouts with floorwalking and other support many times but I only have experience not facts to support your case.

    You might find it useful, however, to contact the Institute of IT Training as the industry Professional Body they may have some background information. Alternatively, the British Computer Society (BCS) may be able to help but I think that is less likely because they are very close to the IT profession in general but not as close to the IT training profession in particular.

    Hope this helps.

    Jooli Atkins


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