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ICT Documentation & Training Program

 

📘 ICT Documentation & Training Program — Complete Framework

Purpose: Preserve knowledge, speed up onboarding, and improve ICT efficiency across the company.
Scope: Covers all Information & Communication Technology systems — hardware, software, cloud, and communication tools.

🌟 1. Program Benefits

✅ Reduce ICT onboarding from 3 years → 3–6 months
✅ Knowledge remains in the company even if staff leave
✅ Strengthen security, compliance, and communication practices
✅ Reduce support tickets through self-service guides
✅ Improve productivity and standardize workflows

🗂 2. Structure of the Program

Main Components:

  1. ICT Asset & System Documentation
  2. Role-Based Training Curriculum
  3. Training Delivery System
  4. Continuous Update & Review Process

🖥 3. ICT Documentation Standards

3.1 Documentation Categories

  • Hardware Inventory 🖥️
    Servers, laptops, desktops, network devices, telephony, mobile devices
  • Software Inventory 💾
    ERP, CRM, office suite, project management tools, VoIP systems
  • Cloud Services ☁️
    Microsoft 365, Google Workspace, AWS, Azure, VoIP/PBX hosting
  • Communications Channels 📡
    Email, chat, video conferencing, SMS gateways, intercom systems
  • Network & Communication Maps 🌐
    LAN/WAN diagrams, call flow maps, communication escalation trees

3.2 Required Documentation Elements

For every system/tool:

  1. Name & Version
  2. Purpose/Usage Summary
  3. Owner/Administrator Contact
  4. Configuration Settings (screenshots + steps)
  5. Access Permissions (who uses it)
  6. Integration Points (what it connects to)
  7. Common Problems & Fixes
  8. Backup & Recovery Procedures
  9. Vendor/Support Contacts
  10. Change Log (updates, patches, configuration changes)

🎯 4. Role-Based Training Curriculum

All training modules link to corresponding documentation.

4.1 ICT Department Staff

  • Module 1: ICT Systems Overview
  • Module 2: Network & Server Administration
  • Module 3: VoIP/PBX Configuration & Troubleshooting
  • Module 4: Security Policies & Incident Response
  • Module 5: Backup & Disaster Recovery
  • Module 6: Vendor & Contract Management
  • Module 7: User Support & Ticketing System

4.2 General Staff

  • Module 1: How to Use Company Email, Chat & Video Conferencing
  • Module 2: Document Management & File Sharing
  • Module 3: Cybersecurity Awareness & Phishing Prevention
  • Module 4: How to Request ICT Support (Ticket Process)
  • Module 5: Communication Etiquette (Internal & External)

4.3 Managers

  • Module 1: Understanding ICT KPIs & Metrics
  • Module 2: Approving ICT Tool Requests & Upgrades
  • Module 3: ICT Budgeting & Resource Planning
  • Module 4: ICT Risk & Compliance Oversight
  • Module 5: Crisis Communication Procedures

🎓 5. Training Delivery & Tools

  • LMS Platform: Moodle, TalentLMS, or Microsoft Learn
  • Knowledge Base: Confluence, DokuWiki, or SharePoint
  • Formats:
    • 🎥 Video tutorials (screen recordings)
    • 📜 Written guides with screenshots
    • 🖥️ Live webinars for Q&A
    • 🧩 Interactive quizzes & certification tests

🔄 6. Continuous Update & Review Process

Owner: ICT Documentation Manager (or assigned senior staff)

  • Monthly: Review support tickets → update FAQ & troubleshooting docs
  • Quarterly: Update training modules for system changes
  • Annually: Full audit of ICT documentation & curriculum
  • After Major Changes: Immediate update of all related documentation & training

📅 7. Implementation Timeline (Example)

Week Task
1–2 Appoint ICT Documentation Owner & define standards
3–6 Conduct full ICT inventory & map processes
7–10 Create first draft documentation for all systems
11–14 Develop role-based training modules
15–16 Upload to LMS & knowledge base
17–18 Pilot training with 1 department
19+ Roll out company-wide & set up review schedule

📄 8. Templates & Tools

Documentation Templates (Word/Google Docs format):

  • ICT Asset Record Sheet
  • System Configuration Guide
  • User Quick Reference Guide
  • Troubleshooting Checklist
  • Backup & Recovery Plan Template

Training Templates (PPT format):

  • Role-based training slides
  • Onboarding quick-start guide
  • Cybersecurity awareness pack

📢 9. Communication & Engagement Plan

  • Kick-off email from management explaining the program’s purpose
  • Monthly ICT Newsletter with tips & system updates
  • “ICT Help Hour” — weekly open session for staff to ask questions
  • Recognition program — small rewards for staff who pass ICT certification tests

💡 Final Note:
Once this is live, your ICT department won’t need years to “figure things out.” Every process, tool, and communication system will be documented, trained, and updatable, ensuring operational stability even during staff turnover.