Service Design. Do you have the right people? Lana Yakimoff & Simon Roller 04 June 2105

Transcription

1 Service Design Do you have the right people? Lana Yakimoff & Simon Roller 04 June 2105

2 The Integrated Service Model Business & IT Strategy Consumer Project Business Services Demand Business The Service Supply Application Services IT Services Information Services Infrastructure Services Outsourced IT Design Transition Operate

3 Building Business and IT Services (NSW Example) Service Consumer Project or Business Process Business Service Catalogue Business /Application Shared Services Application / Infrastructure Shared Services Core Infrastructure Shared Services (contain the physical resources) Information Services HR Management IT Service Catalogue Application Server Document Management Desktop Services Database Web / Internet IT Resources Shared Server Utility Shared Storage Shared Network Services

4 An Integrated Consumption Model Business Unit 1 Business Unit 2 Business Unit 3 Archive $ / Document Retrieval $ / Document Disposal $ / Document TRIM Application License Costs Advisory $ / Request Records Officers FTE costs Management Costs Utilities Costs Network Overhead Building Costs Business Services Business Overheads IT Services Document Service Hosting Service Web Service Desktop Service $ / Document $ / Application $ / Page hit $ / Desktop

5 The People Too Hard basket Resources Capabilities $ Service Build FTE allocation Service Management SW Document Management SW HW Maintenance Storage HW Server HW Time (3 years) Service Refresh Roles adapt ed from frame works

6 Aligning Skills within the Service Catalogue IM Systems Administration IM Service Delivery BAU Comment IM.3.1 Document Management and collaboration 1 The Document Management and Collaboration service The service includes the following activities: IM advice and guidance specific to document management and collaboration Skill Systems Administrator Systems Officer Systems Support Officer Digitisation Officer Digitisation Support Officer Service Delivery Mgr Project Change Manager IM Consultant TECH R I I R Service Support Officer Project Officer IM.3.1 Document Management and collaboration 2 The Document Management and Collaboration service The service CNSL R I R includes the following activities: Requirements gathering for configuration of document management tools (e.g. SharePoint) IM.3.2 Document Management Guidelines 1 The Records and Document Guidelines service covers the development of information management procedures and standards in the following areas: Develop standards, policies and procedures for document registration C IM.3.2 Document Management Guidelines 2 The Records and Document Guidelines service covers the development of information management procedures and standards in the following areas: Perform business analysis for document registration and reporting CNSL R IM.4.1 Digital Resource Management 1 The Digital Resource Management service facilitates access to online databases, tools, subscriptions and other online material. The service includes the following activities: Manage and review availability, usage and access to online databases, business tools (e.g. Natspec) and library management systems ASUP IM.4.1 Digital Resource Management 2 The Digital Resource Management service facilitates access to online databases, tools, subscriptions and other online material. The service includes the following activities: Coordinate upgrades and changes to systems including system and database licences PRMG

7 Integrating Skills within the Position and CLF Capability Group Capability Name Level Focus Information & Knowledge Mgr 1.1 Display Resilience and Courage Foundational Intermediate 1.2 Act with Integrity Foundational Focus Adept Focus 1.3 Manage Self Foundational Adept 1.4 Value Diversity Foundational Intermediate 2.1 Communicate Effectively Foundational Advanced Focus 2.2 Commit to Customer Service Foundational Focus Adept 2.3 Work Collaboratively Foundational Advanced Focus RLMT5 2.4 Influence and Negotiate Foundational Adept 3.1 Deliver Results Foundational Intermediate 3.2 Plan and Prioritise Foundational Adept CIPM5 3.3 Think and Solve Problems Foundational Focus Adept 3.4 Demonstrate Accountability Foundational Intermediate 4.1 Finance Foundational Intermediate 4.2 Technology Foundational Adept Focus CNSL5 4.3 Procurement and Contract Management Foundational Intermediate 4.4 Project Management Foundational Adept Focus PRMG4 5.1 Inspire Direction and Purpose Adept Adept 5.2 Optimise Business Outcomes Adept Adept 5.3 Manage and Develop People Adept Adept 5.4 Manage Reform and Change Adept Advanced Focus 1. Selectcapability level 2. Identify focus skill 3. enterrelevant SFIA skill 4. Select Grade 5. Review and update Grade Grade General Scale Level 5 Focus IRMG 6 Foundational 16 Level 5 Focus METL 5 Intermediate 0 Level 5 Focus INAS 4 Adept 0 Level 5 CF Focus 2.3 RLMT 3 Advanced 0 Level 4 CF Focus 4.4 PRMG 2 Highly Advanced 0 Level 5 CF Focus 4.2 CNSL 7 Focus 3 Level 5 CIPM 6. Copy role details Grade Clerk Grade 11 / 12 Target Foundational 0 0 Intermediate Adept Advanced Highly Advanced 0 0 Focus 9 6 9

8 FTE costing based on composite skills Role Skill Points Salary Skills Archivist 19 $77,900 RLMT4 TECH4 PRMG4 IRMG5 Information Tools Coordinator Digital Resource Consultant 21 $86,000 IRMG4 REQM4 BPTS4 METL5 RLMT4 19 $77,900 CORE3 ETDL4 ASMG4 TECH4 RLMT4

9 Back to basics 4P services lifecycle Skills identification Risk Management Project/Program Success People Service Quality Process Service Portfolio: Pricing charge back models (FTE costs) Resource allocation/availability Right skills/time Partners Product Delivery Model

10 Service Design Phases & skillsets How BUT who? Deconstruct delivery program of works Design Planning/Package Project Planning (PMO) Requirements capture/validation/sign off/acceptance Phase requires design skills (DAO) Business/IT Process Design, Tools Procurement (VMO) Design Acceptance SLM Activities (SMO)

11 Service Design Phases & skillsets Transition Planning (DAO, SMO, PMO) Build planning Testing planning SEAC Training Change, Release planning skills Operational planning (RACI, Roles & responsibilities)

12 Service Transition Phases & skillsets Build Phase How to build and transition readiness of service Build team Testing team Training Operational Support Transition Phase SEAC, transition, change and release mgmt. skills Cutover to Ops. Early Life support

13 Map ITIL lifecycle to Organisation skillsets Strategy Design Transitio n Operate CSI Vision Architect Build ELS Monitor Portfolio Resources Capabilities POMG LEDA RESC STPL Planning Requirements Design ARCH REQM DESN CIPM Test Training Operational Readiness TEST BPTS SEAC ETDL/TMCR Customer Service Defect register BAU CSMG ASUP USUP PBMG Improve Training Coaching Mentoring ETDL BPRE QUAS CORE Risk Mitigation Service Acceptance Service Quality

14 Service Design and People Resource Strategy & Management Review, Analysis, Career planning, reward Competencies levels & Skills Training Mentoring/Coaching Experience Advice/Guidance CSI/PIR skills per phase Cost Show me the money FTE costs of the service (design, support) Cost Modelling: Strategic, Design, Transition, operational, CSI

15 Thank you and More information