What are we going to do?

Incident IQ onboarding sessions are live, instructor-led training sessions with district agents and administrators and are focused on day-to-day use of the system. These are typically performed remotely (webinar) using your district’s production instance to ensure district-specific workflows are reviewed and can be recorded for future use by your district.

Incident IQ implementations are based on an Agile methodology. Due to the platform's extensive customization options to support varying workflows, and the frequency with which new or modified workflows are discovered during implementation, we’ve found that a waterfall project management approach does not provide the needed flexibility to support the necessary changes during the project.

The Incident IQ Launchpad Manual will be provided at the commencement of the project and outlines an agenda for each standard phase of the implementation project.

Phase 1. Kickoff: Confirmation of scope, timelines, POCs, goals, alignment on plan.

Phase 2. Data Migration: Configuration of user and asset based integrations and manual imports of data.

Phase 3. Configuration: Site level customization preferences and workflow configuration

Phase 4. Site Review: Confirmation of workflow configuration and data final review of data fidelity.

Phase 5. User Training

We use Zoom to host configuration and training meetings to ensure there are opportunities for collaboration and so the sessions may be recorded for future reference. We use the Calendly scheduling application to book those meetings and additional ad-hoc meetings.

The onboarding team will manage the district’s onboarding progress, log internal notes and touchpoints in Gainsight, our Customer Success Relationship Management platform.

The district will also have access to iiQ Academy for narrated video training materials and the Incident IQ Community to collaborate with other districts about workflow options and best practices in place in districts across the country.

For ITSM implementations, we prefer a train-the-trainer approach to ensure that district site admins are equipped to manage their instance and make necessary modifications at any time. The onboarding team will share best practices and provide training while assisting with the site configuration using current district workflows. We have found that district’s benefit greatly from having a handful of “power users” that can quickly make adjustments without requiring vendor support.

For Facilities, Events, HRSD Implementations, we have found that a more hands-on white-glove level of interaction is necessary to keep momentum throughout the project. The POCs for these modules are often less technically inclined and more resistant to change.

Strategic account implementations may leverage a custom SOW and may be assigned a project manager and dedicated support resources to assist the Implementation specialist.