How to build quality self-service guide for end user

Building a quality self service guide may seem rather simple for the average IT professional; however, it is important to speak in terms that are understandable by the average user reading your guide. If you don't give clear demonstrations and explanations while speaking in understandable terms, the end user will most likely be utterly lost. Building a Self-Service Guide It can be overwhelming when deciding what to put into a self-service guide at times. That is why I use a template; a template should have a logical and easy to understand progression. A good template should include but is not limited to: a table of contents, written step-by-step instructions, organized easy-to-read and clear text, straightforward explanations, and should be broken down into sections. Sections should include sub-sections when more explaining, demonstrating, or defining is required. Using examples and comparisons can also be quite helpful. If you find something to be overwhelming or too complex to explain to the average end user with just a description, you should include examples or comparisons to make it simple and easy to understand. Make your self-service guide appear clear, concise, and easy on the eyes. Make sure to bold certain terms or important words; it is best is some phrases catch the eyes easier. Techniques such as using bold words or phrases can make information ‘stick' to the user's brain a little bit more than it otherwise would (ex. “Select the New Virtual Machine option”). Highlighting and color coding can also be useful to make certain things stand out or to be grouped in a logical manner. It is also important, that if...

How to install Windows 10 using VMware

First, we must choose the ‘Create a New Virtual Machine’ option, either from the home screen or the ‘File’ drop down menu.   Choose the ‘Typical’ installation option unless you find it necessary to change the specific settings listed in the description of the ‘Custom’ option. Some of these options include: Compatibility settings, SCSI controller type, virtual disk type, and pre-allocate disk space. There are other settings included in the custom installation as well, but we can change those later. Here, we make sure we have our installation media present, either an ISO file or an installation disk. Browse for and select the appropriate installation media; choose the ‘Installer Disk:’ option if using a disk for installation. Notice that VMware alerts us that it will be using Easy Install. This means that VMware will help automate the installation process by asking some questions before the installation begins. Input your Username, Password, Edition, and Product key for ‘Easy Install’ to use during installation. The product key may be submitted after installation; however, it is important to know what edition of windows 10 that you need (not all keys will work with any edition). You may also choose to log on automatically at this point if you desire. Next, choose a name for the virtual machine; I will be naming mine ITSUP198-WIN10, so I know exactly what the purpose of it is. Choose a location for the virtual machine if the default location is not where you intend to store it. Choose the size of the virtual machine to fit your needs. In this case, the default of 60 GB is...
How to Build a Quality Self Service Guide for End Users

How to Build a Quality Self Service Guide for End Users

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....

Prepare and get certified for HDI SCA in Milwaukee Area

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...