MOF SMFWorkforce Management.docx

MOF SMFWorkforce Management.docx

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MOFSMFWorkforceManagement

WorkforceManagement

ServiceManagementFunction

Published:

October2002

Reformatted:

January2005

Forthelatestinformation,pleasesee

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Contents

ExecutiveSummary1

Introduction3

WorkforceManagementOverview5

GoalsandObjectives6

Scope6

KeyDefinitions7

ProcessesandActivities9

ProcessFlowSummary9

CraftinganOperationsOrganization10

DeterminingStaffingRequirements10

OperationsOrganizationMakeupConsiderations10

PredictingStaffingLevels12

HiringandRetentionConsiderations12

Attracting,Developing,andKeepingStrongITOperationsStaff13

Microsoft’sApproachtoEmployeeAttractionandRetention14

ProperEmployeeOrientation14

JobDescriptions15

WorkforceSkillsAssessment15

WorkforceRetentionManagement16

ManagingWorkforceAbsence16

WorkforcePerformanceConsiderations17

IndividualandGroupObjectiveSetting17

PerformanceMonitoringandMetrics18

PerformanceMeasurement18

PerformanceEvaluation19

RewardandRecognitionConsiderations19

ConsiderationsforExternalResources20

MaintainingaReadyandReliableWorkforce20

EmployeeReadinessConsiderations20

OperationsProfessionalTrainingConsiderations21

BalancingTrainingwithSupportRequirements21

EnvironmentalConsiderations21

EmployeeSafety22

RolesandResponsibilities23

HumanResourcesManager23

RelationshiptoOtherSMFs25

ServiceLevelManagement25

ITServiceContinuityManagement26

AvailabilityManagement26

CapacityManagement26

ProblemManagement26

1

ExecutiveSummary

Workforcemanagementensurestheattraction,development,andretentionofanappropriatelytrainedandpreparedIToperationsworkforcethatiscraftedtoperformtheday-to-dayoperationstasksandfunctionsofanorganization’scomputingenvironment.Workforcemanagementalsoaddressesenvironmentalissuesinordertoprovideasafe,efficient,andpredictableworkplaceenvironment.

Keybenefitsofworkforcemanagementare:

∙Correctstaffinglevelstomeettheneedsofthecomputerproductionenvironmentandthebusinessneeds.

∙Staffwiththeappropriateleveloftechnicalskills.

∙Retentionofstaff.

∙Areductioninabsenceduetostressandsickness.

∙Skillsetssuitableforcopingwithachangingenvironment,products,andservices.

∙Clearandwell-understoodcareerpathsandgrowthopportunities.

∙Abilitytoabsorbcontractstaffseamlessly.

∙Anergonomicworkingenvironment.

2

Introduction

ThisguideprovidesdetailedinformationabouttheWorkforceManagementservicemanagementfunction（SMF）fororganizationsthathavedeployed,orareconsideringdeploying,Microsoft®technologiesinadatacenterorothertypeofenterprisecomputingenvironment.Thisisoneofthemorethan20SMFsdefinedanddescribedinMicrosoftOperationsFramework（MOF）.Theguideassumesthatthereaderisfamiliarwiththeintent,background,andfundamentalconceptsofMOFaswellastheMicrosofttechnologiesdiscussed.

AnoverviewofMOFanditscompanion,MicrosoftSolutionsFramework（MSF）,isavailableintheMOFServiceManagementFunctionOverviewguide.ThisoverviewalsoprovidesabstractsofeachoftheservicemanagementfunctionsdefinedwithinMOF.Detailedinformationabouttheconceptsandprinciplesofeachoftheframeworksisavailableintechnicalpapersat

3

WorkforceManagementOverview

Workforcemanagementisconcernedwithrecruitingandretainingstafftomeettheneedsoftheoperationsorganization.Thisisdependentuponthesize,ITarchitecture,andthespecializedneedsandsophisticationoftheorganization.Itisalsodependentontheorganizationalmodelimplementedwithintheorganization.

StaffingLevelsandSkillSets

OncetheITarchitectureandspecialistneedsareunderstood,thenworkforcemanagementmustunderstandthebusinessneeds,basedontheSLAandthecomputingrequirementsoftheorganization,beforeitcanestablishthecorrectlevelofstaffingrequirements.Understandingthecorrectstaffingandskilllevelsneededisanongoingprocesssothatstafforskillshortagesdonotoccurunexpectedly.

Hiringtherightstaffwhopossesstheappropriateskillssetsandwhowillworkwellaspartofateamisthemainresponsibilityofthehumanresourcesmanager.

Havingtherightstaffwiththeappropriateskillsetscanbeachievedbyensuringthatstaffmembersarerewardedfortheircontributions.Inaddition,providingexcellenttrainingschemes（trainingprofilesshouldexistforeachjobdescription）,certificationprograms,andenhancedcareerprospectsandcareerpathsincreaseshiringsuccess.（Suchpoliciesandprogramsshouldbeestablishedbeforeproblemsariseandstafflossesoccur.）

Oneofthemostcritical（andmostoftenneglected）aspectsofmanagingaworkforceistheprocessofconductinganongoingskillsinventoryofthestaff.Takingaregularinventoryofcurrentskillsetsacrosstheoperationsworkforcehelpsidentifyareasofweakness.

EmployeeRetention

Astableworkforceiscrucialtomaintainingservicelevels.Employeeretentionisthecornerstoneofworkforcestability.Italsoleadstoincreasedproductivityovertimeandimprovedcustomerservice.Aneffectiveworkforceplanisthereforeneededtoretainemployees（reduceturnover）byusingproactiveretentiontechniquesthatgivetheemployeeincentivestoremainintheworkforce.Hiringtherightpeopleisofnovalueiftheorganizationcannotretainthemovertime.

EmployeeAbsence

Thehumanresourcesmanagershoulduseconsistentattendancemanagementpoliciestodealeffectivelywithunplannedabsence.Thepoliciesshouldclearlydefineexpectationsofattendanceandpropernotificationprocedures,aswellasthedisciplinarymeasure（s）thatwillbetakenagainststaffwhoareabsentbeyondtolerablelimits.Inorderforthispolicytobecredibleandsuccessful,itneedstobecommunicatedtoallstaffandapplieduniformlythroughouttheorganization.

Absencecanbeplannedorunplannedandmaynotnecessarilyreflectpoorhealthbythepersonwhoisabsent.Whetherplannedorunplanned,employeeabsencehasadetrimentaleffectontheservicesprovidedbytheentireworkforcetotheorganization.Nevertheless,employeeabsenceisarealityinanyworkforceandneedstobeacceptedandplannedfor.

PerformanceManagement

Thehumanresourcesmanagermustdevelopahigh-qualityperformancemanagementsystemforthesupportstaffbygivingthemspecificgoalstoattain—goalsthataremeasurable,appropriate,andfullysupporttheSLAs.Heorshemustensurethatallemployeesunderstandthegoalsandthattheemployeesobtainfeedbackinordertodeveloptheirgoals.

Environment

Theworkplaceenvironmentcanplayanimportantroleintheretentionofserviceandsupportstaff.Sincepersonnelavailabilityiskeytothesuccessofanefficientandservice-orientedworkforce,employeesareoftenrequiredtostayattheirworkstationsforextendedperiods.Afunctionalworkspacethatprovidesforelementslikeacousticbalance,ergonomicworkstations,andanefficientandcleanoverallatmosphereincreasesemployeesatisfactionandtheirfeelingsof“wantingtobethere.”

ExternalResources

Contractedresourcesmayformpartofashort-orlong-termstaffaugmentation;familiarizingthemwithcompanypoliciesandproceduresprovidesaseamlessandtrouble-freestaffaugmentationexperience.

Itistheresponsibilityofthehumanresourcesmanagertoensurethateverysupportprofessional,whetherinternalorexternal,hasaclearunderstandingofthesupportorganization’sgoals,processesandprocedures,tools,successandmeasurementmetrics,andmeasurementprocess.

GoalsandObjectives

Theprimarypurposeofworkforcemanagementistoensurethatthecorrectlevelofstaffisrecruitedandretainedtomanagethe