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Former Member
Jul 28, 2008 at 05:56 PM

LSO: Ensuring learner desktop is "LMS ready" & support plan for E-learning

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We are entering a time period with a significant rollouts planned for WBT's and on-line tests. Despite the efforts of our IT organization, our end user environment isn't quite as standardized as we would like. This creates the potential that when learners go into the Learning Portal to take a WBT or on-line test, things might not work as planned, leading to learner frustration and an increased volume of support tickets.

Examples of things which could go wrong include: (1) user has a pop-up blocker turned on, (2) user might not have the Java plug-in installed for their browser (or a really old version).

So.....

1) What do you do to minimize the risk of learners running into problems?

I'm especially interested in any attempts you've made to give users information to help self-audit their own PC's in anticipation of taking E-learning.

2) What does your technical support plan look like for E-learning tickets?

What I'm interested in is what directions do you give to your Help Desk so they know under what circumstances they should route a call to a particular resource.

I would like to hear from other customers who are live with LSO (300 or above) as to how you address these items.