Merge pull request MicrosoftDocs#306 from eemancini/eemancini-Community-Docs

Update microsoft365-maturity-model--staff-and-training.md

Author: sympmarc

Community/microsoft365-maturity-model--staff-and-training.md

@@ -14,7 +14,7 @@ ms.collection: SPCommunity
 
 ## Overview of the Concepts [tl;dr]
 
-Implementing new technology solutions requires enablement of the business to use and support them. Involving end users in development conversations and training them on usage of the solutions ensures an organizational understanding of why and how these solutions advance their own needs as well as the needs of the business. Structuring the system support staff to take a consultative approach with the business through repeatable business processes enables long-term collaboration to identify and focus on the most impactful solutions for the business. Creating a steering committee ensures a high-level strategic approach to developing solutions that can prioritize requests from across the business to better align with company goals. This is steering committee will also be the primary audience for sharing success stories and knowledge to showcase the returns on investment.
+Implementing new technology solutions requires enablement of the business to use and support them. Involving end users in development conversations and training them on usage of the solutions ensures an organizational understanding of why and how these solutions advance their own needs as well as the needs of the business. Structuring the system support staff to take a consultative approach with the business through repeatable business processes enables long-term collaboration to identify and focus on the most impactful solutions for the business. Creating a steering committee ensures a high-level strategic approach to developing solutions that can prioritize requests from across the business to better align with company goals. This steering committee will also be the primary audience for sharing success stories and knowledge to showcase the returns on investment.
 
 ## Definition of this competency
 
@@ -44,7 +44,7 @@ Organizations at the 100 level give more precedence to launching the solution th
 
 Due to a lack of training or assistance, end users begin using the system as they interpret it should be used. This can create new change management challenges down the road as the use cases and better practices need to be communicated against new patterns of behavior. This is often a replication of old business processes in a new environment (for example, using SharePoint for file storage only).
 
-The solution was launched without consultation with the business for needs or challenges they are facing so these new solutions are viewed as unnecessary or redundant to existing applications. It can actually seem as though work gets harder, not easier
+The solution was launched without consultation with the business for needs or challenges they are facing so these new solutions are viewed as unnecessary or redundant to existing applications. It can actually seem as though work gets harder, not easier.
 
 Short and long-term system support was not considered so no formal business processes exist to support issues or requests. End users are left to problem solve with internet searches or by sending emails around the organization seeking assistance.
 
@@ -56,7 +56,7 @@ As the system is growing in usage, some of the end users who are responsible for
 
 **Repeatable level Staff and Training** characteristics include:
 
-- Support and build mainly done by individual or small group
+- Support and build mainly done by individual or small group.
 - IT Help Desk is available for break/fix support only.
 - Content owners from some functional areas are trained and using the system.
 
@@ -73,48 +73,53 @@ The organization is actively using the solution(s) with a training plan in place
 **Defined level Staff and Training** characteristics include:
 
 - An end-user training plan is in place.
-- Onboarding and off-boarding is addressed in the training plans
+- Onboarding and off-boarding is addressed in the training plans.
 - Training is focused on interaction with specific systems.
 - An IT resource is knowledgeable on the system and available for strategic guidance.
 - Roles and responsibilities for support and training are clearly delineated and funded.
 
 #### Impacts
 
-New hires use the system properly from the outset because they attend training focused on how to interact with new system as it has become commonly used across the organization.
-As comfort with the system increases, end users are interested in increasing their usage of the system to solve other business problems. An IT resource is available to have these discussions, though it is not enough staff to support all needs so only high priority requests are taken into consideration at this time.
+New hires use the system properly from the outset because they attend training focused on how to interact with the new system as it has become commonly used across the organization.
+
+As comfort with the system increases, end users are interested in increasing their usage of the system to solve other business problems. 
+
+An IT resource is available to have these discussions, though it is not enough staff to support all needs so only high priority requests are taken into consideration at this time.
 
 ### Level 400
 
-The training plan for Microsoft 365 and the related solutions is viewed as a suite of training courses that better enable learning of the entire system and build off each other to support the organization’s understanding of the platform capabilities as a whole. The training is developed and lead by individual business process owners who may sit outside the IT Department. All training is also linked in a central repository, like Learning Pathways or other Learning Management Systems, supporting a centralized approach to the training plan and allowing easy access for end users to find all training related to Microsoft 365.
+The training plan for Microsoft 365 and the related solutions is viewed as a suite of training courses that better enable learning of the entire system and build off each other to support the organization’s understanding of the platform capabilities as a whole. The training is developed and lead by individual business process owners who may sit outside the IT department. All training is also linked in a central repository, like Learning Pathways or other Learning Management Systems, supporting a centralized approach to the training plan and allowing easy access for end users to find all training related to Microsoft 365.
 
-Now that the IT support staff has expanded, there are opportunities for the business to receive coaching, guidance, and innovation on their existing business processes in partnership with the IT department. The IT support staff have begun to proactively share updates and changes coming in the system to better involve business need in their strategic decisions. This involvement with the business reflects increased understanding in the platform and organization important of developing business processes with the available enterprise solutions.
+Now that the IT support staff has expanded, there are opportunities for the business to receive coaching, guidance, and innovation on their existing business processes in partnership with the IT department. The IT support staff have begun to proactively share updates and changes coming in the system to better involve business need in their strategic decisions. This involvement with the business reflects increased understanding in the platform and the organizational importance of developing business processes with the available enterprise solutions.
 
 **Managed level Staff and Training** characteristics include:
 
 - IT has more than one resource knowledgeable on the system.
-- Onboarding and off-boarding is addressed clearly in the training plans  
+- Onboarding and off-boarding is addressed clearly in the training plans.
 - Requests for new functionality are tracked and prioritized.
 - Communication strategy in place for sharing system changes and improvements.
 - Training viewed as a program, not just string of individual system training.
-- Positive outcomes are collected and measured to share with the organization and cross-pollination in training
-- Usage of the solutions becomes less IT-driven and more business encouraged due to clear benefit demonstration in ongoing training
+- Positive outcomes are collected and measured to share with the organization and cross-pollination in training.
+- Usage of the solutions becomes less IT-driven and more business encouraged due to clear benefit demonstration in ongoing training.
 
 #### Impacts
 
 Once training is viewed as a program, this allows for strategic planning on how to advance the technical literacy of the organization. The training is no longer focused on which buttons to click within a system and instead focuses on changes in behavior or business processes to work more efficiently. For example, a OneNote training would not focus solely on making sections and pages. The training would include productivity tips for how to use OneNote to increase efficiency in meeting notetaking.
+
 As technical literacy increases, so does the interest from employees outside of IT. Content Owners are taking active roles working with their teams and the system to gather feedback, share with IT, and collaborate on solutions. Training attendees who are not content owners may begin to show a greater interest in the system and seek to be more involved. There still may be some challenges in leadership supporting time spent working with the system for non-IT roles.
+
 Now that the entire company is actively using the system for common business processes, there are regular updates shared with the entire company for changes and improvements on a regular cadence. There is a process in place to receive feedback from the organization which influences future enhancements and continuous improvement. The system support staff has increased enabling the business to shift support from reactionary to proactive and decreases wait times for help.
 
 ### Level 500
 
 Business involvement in the Microsoft 365 platform and solutions has grown well outside of the IT department. Senior leadership is actively involved in proactively evaluating platform improvements and provides feedback on the strategic plan ensuring it aligns with the company priorities. Senior leadership’s involvement and support cascades down through the organization which formally supports embedding platform roles and responsibilities into job descriptions of IT, content owners, citizen developers, and power users. Expanding organizational involvement well past the IT department to include senior leaders and a SharePoint Community of Practice invites new opportunities to improve business processes, drive innovation, and seek opportunities where advancing technology can be a competitive advantage.
 
-The most common support scripts and training content are developed with Chatbot and AI technology, allowing IT staff to focus on escalations and proactive initiatives and reducing the amount of time spent on break/fix. Support ticket analytics are reviewed on a scheduled cadence to identify and prioritize closure of training gaps, minimizing employee downtime, and increasing organizational productivity.
+The most common support scripts and training content are developed with Chatbot and AI technology, allowing IT staff to focus on escalations, proactive initiatives, and reducing the amount of time spent on break/fix. Support ticket analytics are reviewed on a scheduled cadence to identify and prioritize closure of training gaps, minimizing employee downtime, and increasing organizational productivity.
 
 **Optimizing level Staff and Training** characteristics include:
 
 - Dedicated system support includes strategic guidance, business analysis, training staff, and help desk support from IT. System support also includes members outside of IT, typically key stakeholders from other departments to inform strategy and road map.
-- Centers of Excellence or Communities of Practice exist around effective digital workplace implementations and transformation opportunities
+- Centers of Excellence or Communities of Practice exist around effective digital workplace implementations and transformation opportunities.
 - Empowered user community (self-service governance in place).
 - Training is integrated into the organization’s learning strategy.
 
@@ -129,8 +134,11 @@ Training is viewed as an integral part of the learning road map and no longer on
 ### Scenarios
 
 Human Resources content owner shifts recognition process to automated solution within system after seeing increased engagement with a Communication Site for their department.
+
 A cross-functional leadership team discusses business process automation for action item tracking as the organization struggles with bandwidth challenges across departments.
+
 Training is focused on productivity and capturing institutional knowledge in repeatable ways to increase transparency across the business.
+
 The IT team measures system capabilities against other enterprise applications to provide business with clear guidance on what-to-use-when and where the system fits into the enterprise portfolio.
 
 ### Cost & Benefit
@@ -143,7 +151,7 @@ Anecdotes are still very valuable as some processes may not be possible to direc
 
 Launching a system without full support or training risks a lost investment in the technology as employees use the system incorrectly or don’t take advantage of features that could help them.  When planning, ensure there is time and adequate resources to engage the business early on in discussions around their needs and challenge areas.  Focus your solutions on existing issues.
 
-Providing solutions to an existing problems will generate higher interest across the organization and justification for employees’ time spent learning how to use them. Having a clear business process for feedback and transparency in the decision-making process will build trust with the organization, supporting the time and effort they are spending to understand the new systems. Developing these deep, trusted relationships with the business changes the focus of the conversations from specific technical requests to open dialogue around challenges or opportunities for innovation.
+Providing solutions to existing problems will generate higher interest across the organization and justification for employees’ time spent learning how to use them. Having a clear business process for feedback and transparency in the decision-making process will build trust with the organization, supporting the time and effort they are spending to understand the new systems. Developing these deep, trusted relationships with the business changes the focus of the conversations from specific technical requests to open dialogue around challenges or opportunities for innovation.
 
 ## Resources to learn more