Training the support staff for a production deployment

You should provide the following information or training to the IT support staff who are responsible for a set of users to be migrated to Active Directory:

  • Review of the deployment project plan. Have the support staff read the deployment plan and review any changes to policies or procedures that deployment will entail.
  • Schedule for deployment. Make sure members of the support staff are aware of when the deployment is scheduled to take place and that they will be available at that time and for a reasonable period thereafter.
  • Location of documentation. Make sure all internal, operating system, and Centrify‑specific documentation is available so that support staff can use those documents to help them resolve any end-user issues that arise during the production deployment.
  • Pilot deployment experience and feedback. Explain the result of the pilot deployment, including any issues encountered during the pilot and the resolution for each issue.
  • Common Windows and Active Directory administrative tasks. For support staff members who are familiar only with supporting UNIX-based computers, provide training about Windows and Active Directory concepts and administration, as appropriate. If administrators will be using Windows-based programs or scripts to manage UNIX users and computers, they may need training specific to those tools. For example, administrators may need training to use Active Directory Users and Computers, Visual Basic scripts, or Access Manager console to manage Active Directory data.
  • Common UNIX administrative tasks. For support staff members who are familiar only with supporting Windows-based computers, provide training about UNIX concepts and administration, as appropriate. If administrators will be using UNIX-based programs or scripts to manage UNIX users and computers, they may need training specific to those tools. For example, administrators may need training to create and use ADedit or LDAP scripts to manage Active Directory data.
  • Common access control and privilege management tasks. Make sure members of the support staff are familiar with the tasks described in the Administrator’s Guide for Linux and UNIX, and provide hands-on training in performing the most common of those tasks.
  • Internal policies and procedures specific to your network and business environment. Create an operations handbook with details about common scenarios the support staff may be required to address, such as adding new UNIX computers or users to Active Directory.
  • Reporting and tracking issues related to Centrify software. Make sure support staff members know how to report issues or problems with authentication, authorization, or directory services. If your organization uses a bug or problem-ticket system for tracking issues, set up a new subject area for Centrify-related issues.