Today I will be sharing a few of my tips and tricks on creating a quality self-service guide for end users. Throughout my journey at MATC I have had to write several self-service guides almost every semester. I have learned a lot as I have slowly have gotten better and more confident at creating these step by step guides. I have found the most important aspects of writing these self-service guides and will discuss them in detail in this article. My first and most important tip is to thoroughly research the topic matter of whatever your making the self-service guide about. Before you can begin the writing process you must have a complete understanding of your subject. I always want to know not only the steps of how to make something work but also why and how it works. Keep in mind you are writing this from a position of knowledge and should be able to speak at length about any aspect of the process. Having a better understanding of how and why things work the way they do will make you be able to write more confidently and better articulate the instructions in your guide. My next tip is before writing the guide you should actually and successfully do whatever you are writing about. This is important for several reasons one being that it will help you work out any small kinks or bugs in your process that you may have missed if you are just writing from theory rather than practice. I think this also helps you to write the guide in a step by step fashion....
This post is to help someone who is interested in becoming certified through HDI for a SCA certification. What is a HDI SCA certificate? It is a understanding of how to learn the critical steps required to effectively manage and prioritize incidents, reduce escalations, and master the essential customer service skills required to manage difficult customers. I will have steps for you to follow so that you can get an idea on where to find a testing center to what the cost of these things are. I started off by researching some websites for an outline of the certificate so that you can get a better feel of what will be on the exam. The online website thinkhdi.com offers a lot of information for free. This website is helpful because it gives you an outline of what you will expect to see on the exam. http://www.thinkhdi.com/education/courses/hdi-support-center-analyst.aspx The website globalknowledge.com is helpful as well this website shows a schedule that you can use to follow for the exam but there is a price if you would like to take the route. https://www.globalknowledge.com/us-en/course/86311/hdi-support-center-analyst/ Last website i thought had plenty of information about HDI SCA certification is nhlearningsoultions.com. This website is useful for me because you can find training, resource center, special offers, solutions, locations and etc. https://nhlearningsolutions.com/FindTraining/HDI/tabid/3255/Default.aspx Next i searched the web again looking for practice tests that one may use to mix in with their studying to try and get a better feel of the questions on the exam. There might be a cost for a practice exam or some are free to use as well. The website...
While in the process of finding out if wanted to go to school in any field of IT I looked into Coursera. Coursera is a online certification website that offer classes in various parts of technology. They have classes that range from hours to week long that is taught by known professionals in the field. They also have other students that will attend the class online with you to allow a more interactive learning experience. Some courses also offer certificates that are acknowledged in the technology industry and beneficial to enhancing your career. Most courses are free and open to the public from beginners in the industry to expert professionals. Once you begin your first class, you have the option to sign up for the signature track that allows to take courses and receive a grade to track your process as you take learn more skills . Another free online training class for IT professionals is the Introduction to Linux website. This class is about a week long and includes the course and course materials for free. Once you finish the entire course you will receive a certificate of completion similar to the one offered at Coursera. The class is taught to engage IT professionals and administrators and gives resources and tools that will benefit them throughout their career. MIT has a program called edX that gives users free access to actual courses taught at MIT and Harvard University. It engages the user with self paced learning and online discussion groups. Upon completion of the program they also give out certificates to the student but it will not be...
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