Managing Skills. through Complexity and Change. C o n s u l t i n g Pa r t n e r, Q A. C h a i r o f t h e S F I A C o u n c i l

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1 Managing Skills through Complexity and Change Andy Thomson C o n s u l t i n g Pa r t n e r, Q A C h a i r o f t h e S F I A C o u n c i l

2 Skills management challenges For managers Attracting/finding the right-fit skills Supporting career development For individuals Transfer & Promotion within a team / between teams Building experience Stepping up to management Can team managers articulate what skills they need? Can individuals see opportunities for development? Can they see the skills required for a particular position?

3 Skills-focused resource management Define skills Skills needed to underpin and grow business capability Skills Profiles for function / team / role Succession planning Gives clarity to promotion decisions Clear indication of 'bench strength' Skills framework Develop skills Plan L&D spend based on business priorities Business-driven personal development targets Deploy skills The right skills in the right teams Cross-team / crossregion opportunities Common Language Shared reference model Consistent semantics Recruitment Clear requirements Transparent career paths Commitment to staff development increases the value proposition

4 What is SFIA? "Skills Framework for the Information Age A 'dictionary' of skill descriptions for IT, IS and business change ~100 skills (SFIA v6 v7) in 6 categories: Vendor-neutral, technology-neutral Aligned to defined levels of responsibility, on a 7-level scale Free to download for internal, non-commercial purposes Strategy & Architecture Change & transformation Development & Implementation Delivery and operation Skills and quality Relationships and engagement Registration at SFIA Foundation Governance, licensing, ownership of and SFIA Council - User organisations & partners worldwide (e.g. QA)

5 SFIA levels SFIA defines 7 levels based on Autonomy + Complexity + Business skills + Influence + Knowledge Typical alignment in organisations* (*based on consulting experience)

6 SFIA Selected SFIA skills that support the role's purpose. [Company name] IT Services User Support Technician Purpose summary Provide standard and advanced support services to users on desktop incidents and service requests. Provide technical advice to internal and external customers, as required. Resolve issues within agreed timeframes or escalate as appropriate. SFIA Skills (Skills listed in SFIA framework sequence, which does not reflect relative priority or importance ) Skill name SFIA Code SFIA Level SFIA skill-level description selected for this role Context Technical specialism TECH 4 Maintains knowledge of specific specialisms, provides detailed advice regarding their application and executes specialised tasks. The specialism can be any area of information or communication technology, technique, method, product or application area. Systems installation / decommissioning HSIN 3 Installs or removes hardware and/or software, using supplied installation instructions and tools including, where appropriate, handover to the client. Conducts tests, corrects malfunctions, and documents results in accordance with agreed procedures. Reports details of all hardware/software items that have been installed and removed so that configuration management records can be updated. Provides assistance to users in a professional manner following agreed procedures for further help or escalation. Reviews change requests. Maintains accurate records of user requests, contact details and outcomes. Contributes to the development of installation procedures and standards. Problem management PBMG 3 Investigates problems in systems, processes and services. Assists with the implementation of agreed remedies and preventative measures. Incident management USUP 3 Following agreed procedures, identifies, registers and categorises incidents. Gathers information to enable incident resolution and promptly allocates incidents as appropriate. Maintains records and advises relevant persons of actions taken. Customer service support CSMG 3 Acts as the routine contact point, receiving and handling requests for support. Responds to a broad range of service requests for support by providing information to fulfill requests or enable resolution. Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate. Assists with the development standards, and applies these to track, monitor, report, resolve or escalate issues. Contributes to creation of support documentation. Applicable to Desktop and Service Desk roles

7 Library of Skills Profiles One for each distinct role, across department Improved definition of roles is a commonly quoted benefit May be keep separate or used to refresh & update job descriptions Top-down approach - Business-driven Head of function Head of function Clear career choices & paths Team Lead Senior role Team Lead Team role Specialist role Team Lead Manager Team Lead Junior role Team role Team role

8 SFIA Skills Matrix 'Satellite view' of SFIA skills for a team or job-family [Company name] IT Services Service Delivery IT User Support 'Average level SFIA 6 Framework Junior User Support Technician User Support Technician Senior User Support Technician User Support Manager Technical specialism TECH 4 5 Systems installation/decommissioning HSIN Problem management PBMG Incident management USUP Performance management PEMT 5 Customer service support CSMG Average SFIA Level: Shows a clear skills increment from role to role Validates profiles and perceived role levels Management aid to resource planning

9 Pressures on CIOs, Service Managers and HR Business Partners and teams 50 Kg 50 Kg 50 Kg 50 Kg Resourcing challenges Increased complexity Rapid change New approaches & "Hot issues" 50 Kg Outsourced services

10 Dealing with Complexity & Change -1 Referencing positions in a fixed team structure Skillset is defined for each position. Completeness check is: 1x Skills Profile : 1x Job description Changing skills needs may mean redrafting Job descriptions Although SFIA helps to bring clarity to skills and shows development opportunities (etc.), defining job positions in a team context restricts flexibility.

11 Dealing with Complexity & Change -2 SFIA skills are building-blocks, combined to define roles Analyse What are deliverables from business / IT functions (now & future)? What skills are needed to produce those deliverables? Synthesise Skills Profiles map skills to specific job-positions in team structure (Job Description for each position) Restructure or create new roles by re-mapping skills Hybrid roles (DevOps) or project-specific roles Repeat as required Animation licensed under Creative Commons Attribution-Share Alike 3.0 Unported

12 Managing skills development 1. Focus on the organisation Identify skills required 2. Focus on people 1. Plan individual development 2. Further information: Get SFIA support from accredited consultants: (UK) (CZ)