Timing, scope of IT training crucial to its success: Commvault

WITH the increasing reliance on software for most companies, IT training is a growing cost for many corporations. But training needs to be timed wisely, and you can't throw your employees in a training room and hope for the best, said an IT company's head of training.

Robert Brower, Commvault's vice-president of worldwide customer support and training, said IT training is necessary because the cost of downtime due to confused users far outweighs the time and money spent in the training room.

When a user triggers a support request to the software vendor, that chain of support across several customer agents and the downtime incurred is estimated at US$475 per call, he said, quoting a MetricNet 2012 survey.