␡
- Executive Support
- Analyzing Meaningful Metrics
- Proactive Approach
- Call Management
- Employee Empowerment
- Well-Developed Standards
- Well-Trained Employees
- Well-Equipped Employees
- Robust Processes
- Effective Use of Technology
- Integrated Systems-Management Functions
- Harris Kern's Enterprise Computing Institute
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7: Well-Trained Employees
World-class infrastructures invest heavily in training their staffs. This training may take the form of on-the-job-training, onsite classroom instruction, offsite courses at local facilities, out-of town classes, or bringing vendors in to conduct customized training. Top-rated infrastructures often employ a buddy system, or a one-on-one mentoring program in which experienced senior-level technicians share both the content and the application of their knowledge to junior-level staff. Cross-training between infrastructure departments such as operations and networks, or system administration and database administration, is another effective method used by well-managed organizations to optimize employee training.