Training for Applications

When our financial services client uncovered a heavy reliance on an outside vendor for their patching and governance team, Confidence went to work bringing that external knowledge back in-house.

Over time, using an outside vendor left the organization without the historical and institutional knowledge or runbooks needed to ensure security and continuity. The inflection point came when the vendor was to be replaced by an internal engineering team, and the Confidence team got to work capturing and documenting these mission-critical processes.

WITHOUT CONFIDENCE

• External P&G expertise marooned critical knowledge outside our client’s organization
• Processes covered in capture calls were inconsistent, leading to mistakes
• With no runbooks, vendor relied solely on tribal knowledge
• Vendor had no onboarding documents for future team members
• Our client’s newly onboarded engineer was understandably unclear on processes

WITH CONFIDENCE

Captured, documented, and safely stored knowledge in a Confidence library

All steps and tasks now clearly outlined in playbooks for both onboarding and daily tasks

Reduced time wasted in rework

Avoid costly mistakes

Provided main system engineers with more time for their own work

Enabled measurable evidence of productivity

Team expert gained greater system knowledge

Standardized consistent onboarding processes

Reduced training time

Patching & Governance Capture Process:

• Walked through servers' patching status in step-by-step processes
• Worked daily noon to 8 pm to learn each feature in depth
• Asked key questions around system access, feature needs, and what would happen if…
• Identified 18 daily, weekly, and monthly processes for producing patching reports
• Projected and completed patching servers by comparing different files
• Patched around servers' status for different technologies
• Overcame mistakes made during capture calls
• Captured all process knowledge from outside the company