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Performance Support Methodology

  1. Determine Needs
    • Establish internal relationships
    • Establish external relationships
    • If applicable, obtain system access
    • Locate and review existing documentation and training
    • List high-level learning points
    • Identify audiences
    • Identify if training is required for system access or to comply with regulations
    • Review learning points and audience needs with project team

  2. Plan Project
    • Review project documentation
    • Identify constraints, assumptions and risks
    • Develop contingencies
    • Identify resources (i.e. project sponsors, subject matter experts, reviewers)
    • Develop project plan (includes communication, implementation and/or post-production support plan)
    • Determine review and approval schedule
    • Confirm schedule with project sponsors and reviewers

  3. Determine Content
    • List tasks by audience
    • Analyze each task and list sub-tasks
    • Prioritize task and determine task sequencing
    • Determine delivery method(s) (i.e. online course, instructor led course, video, support materials)
    • Develop curriculum map

  4. Determine Course Structure and Delivery Method
    • Determine the most effective sequence of course outcomes
    • Develop course outline, including course description
    • Identify delivery methods for all content

  5. Develop Materials
    1. Documentation/Materials:
      • Determine all materials to be created
      • Modify project plan to reflect development timeframes
      • Involve appropriate personnel
      • If applicable, review system functionality and business processes for new updates
      • Gather additional subject matter input (consider broader implications)
      • Develop outlines and/or storyboards
      • Write material draft(s)
      • Review material drafts(s) with reviewers
      • Make revisions

    2. Communication:
      • Create communication plan
      • Determine communication methods
      • Involve appropriate communications personnel
      • Coordinate publishing and distribution

  6. Validate and Implement
    1. Courses:
      • Coordinate logistics for training pilot and Train the Trainer
      • Announce course and curriculum
      • Deliver pilot
      • Conduct trainer teachbacks and provide feedback
      • Revise training content and materials based on pilot feedback
      • Coordinate final production of training course and materials
      • Inform instructors of final schedule, materials and rooms

    2. Documentation/Materials:
      • Revise materials based on feedback gathered during user testing
      • Coordinate final production of materials

  7. Deliver Training & Materials
    1. Courses:
      • Publish and test online and self study courses
      • Prepare trainers to train instructor led courses
      • Conduct assessments and evaluations

    2. Documentation/Materials:
      • Publish and test materials
      • Conduct assessments and evaluations

  8. Evaluate and Maintain
    • Collect data from various channels (i.e. participant assessments, support center)
    • Review course evaluations
    • Evaluate feedback and identify any changes needed


For additional information on the ITS Performance Support methodology or to request the training development workbook, please submit an ITS Service Center incident.

ITS Service Center

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