Training users and support

How the people supporting portal operations also need to be trained and part of the overall portal success should not be underestimated. Training is essential not only for business users but also for the project people supporting future releases from a development and support role perspective. Business users need to be content with how the application functions and performs, and during their training these two items will be scrutinized. They will need to understand how portal pages and portlets work for them. Development staff (which is sometimes migrated to another team once a portal goes live to support future releases), need to pick up the work for future workstreams for the same initiative.

Many levels of training are essential for the knowledge transfer to be successful. Support staff needs to be trained in the many features available to them to troubleshoot and expedite the processes around problem determination, isolation, and resolution. Among many, we...