By: Ellie Fox, Team Lead, Optimization Services International
This article provides an overview of D2L's Optimization Services to help you navigate and understand which one is most suited to your needs.
Overview of Optimization Services
Customers can choose to purchase our Optimization Services to enhance their Brightspace experience. The Optimization Services include:
- Technical Account Management (TAM)
- Learning Administration Management (LAM)
- Learning Analytics
- Technical Learning Management (TLM)
Technical Account Management (TAM)
Imagine you are in a new city you’ve never been to before. There are a hundred new things to see and streets to discover. You have arrived and you are excited to start exploring. However, you have no idea where to start or what route to take. Either you can wander around by yourself, or you can choose to hire a tour guide. This person will be by your side the whole time, teaching you about parts of the city you didn’t know and instilling their knowledge by answering all your questions and supporting you along the way.
If the city is Brightspace, the tour guide is your TAM.
The TAM is your dedicated resource that will act as the bridge between you and the rest of D2L. This means you can be reassured knowing you have an advocate for your questions and issues.
When might you need a TAM?
- To inform you of high impact changes to Brightspace and provide context.
- To escalate Support cases you have opened so they are addressed promptly.
- Support you in the exploration of new features and product updates.
- Provide ongoing support and technical acumen in line with your goals.
Since your TAM works closely with you, they build a strong rapport with you and with your team, meaning they can anticipate your concerns. This allows them to provide best practices that are tailored to your goals to help you achieve your strategic vision and priorities, and to go further with Brightspace.
“The TAM Program is one of D2L’s greatest assets and one I often cite as a differentiator. I would consider continued investment in your TAMs and in this program to be an essential business strategy.”
- TAFE Queensland, Manager of Educational Technologies
Learning Administration Management (LAM)
Your LAM provides hands-on Brightspace support. They help administer and run your Brightspace environment on a day-to-day basis. This involves platform configuration, troubleshooting issues, and assisting implementation of learning tools. This can be a valuable resource for customers that do not have the time or expertise to ensure their Brightspace environment is being managed and that they are optimizing their use of Brightspace.
Some of the things your LAM can assist with include:
- Create and edit roles and permissions
- Enrol or unenroll users
- Upload and edit user attributes
- Update your org structure, create org units, and modify course start/end dates
- Perform bulk course administration
- Homepage and navbar management
- Test learning tools and recommended workflows with you
- Provide best practices and guidance on learning tool optimization
The LAM is a dedicated resource that will build a lasting relationship with you as the client. They work alongside the Customer Success Manager (CSM) and Client Sales Executive (CSE) to analyse your strategic goals to ensure you are leveraging the right Brightspace tools to reach your goals and the learning needs of your users.
“With Brightspace and the LAM program, we can now complete course content administration in less than half a day, freeing up time for other work. Using the Brightspace platform, we’ve also been able to align the standards and rubrics for all of our online courses—making it much easier to manage these courses and report quantitative and qualitative data to our accreditors.”
- McKendree University, Educational Technology Manager
Learning Analytics
The Learning Analyst is dedicated to all things data. For customers that are on our Performance+ package, a D2L Learning Analyst is your dedicated resource who identifies your reporting needs and provides guidance and support on how to build insightful visualizations and reports.
Sometimes as a customer you may not have the time, know-how, or resources to build out your own reports and dashboards. With a Learning Analytics service, you have a dedicated person to help build reports based on your data reporting needs so you can demonstrate the impact of your Brightspace environment to stakeholders.
The Learning Analyst can:
- Provide data-related guidance and coaching
- Identify your goals and develop an actionable data strategy with you
- Enable you on how to construct complex data flows and understand how Brightspace Data Sets relate to each other
- Provide data modelling and visualizations
- Identify products within Performance+ based on business requirements
Corporate and Education Learning Analytics packages are available at various engagement options.
"We had a goal to support students and their engagement at a program level, with a vision to provide academic advisers with real-time data. The experience with Learning Services coupled with Learning Analytics allowed us to take what we created, remove manual processes and formalize it. We were able to create the reports in a scalable way across the university and provide support to a broader [cohort] of students than before"
- University of Dublin School of Veterinary Medicine, Project Manager UCD LEAP.
Technical Learning Management (TLM)
This is a new service that is currently available in EMEA and APAC regions. The TLM service is a hybrid of the TAM/LAM services. This service addresses the needs of some of our smaller clients who require technical and administrative support at a more attractive price point and with flexible engagement options.
The benefit of a TLM is that they have the Brightspace expertise of a LAM to assist with basic LMS admin tasks, technical proficiency to provide advice on upcoming new releases and high impact changes, and can escalate Support tickets when necessary.
The TLM packages are smaller and can start from as little as two hours per week.
Want to know more?
In the Optimization Services team, we work hard to help educate our customers, providing them empowerment and confidence.
If you would like to discuss these services in more detail, please reach out to your Client Sales Executive (CSE) or Customer Success Manager (CSM).