www.regoconsulting.com Phone: 1-888-813-0444 Optimizing Your Clarity Support Team
Dec 24, 2015
www.regoconsulting.com Phone: 1-888-813-0444
Optimizing Your Clarity Support Team
www.regoconsulting.com Phone: 1-888-813-0444
2
● Components of Support● Company Support Profile - Survey● Sample Org Charts● Common Support “Holes”
○ Missing Roles○ Turnover in Staffing○ Request Process
● Survey Results ● Keys to Successful Support● Q&A
Agenda
www.regoconsulting.com Phone: 1-888-813-0444
3
● Management – Overall Application and Process Leadership● Technical Development – Level 2
○ Portlets, Reports, Processes, Configuration, Universes
● Technical Infrastructure○ Infrastructure HW/SW Upgrades and Maintenance○ Database Monitoring and Health – including performance monitoring○ Application Monitoring and Health – including performance monitoring and log review○ Performance Monitoring
● Functional – Level 1○ User Questions○ Data Administration – OBS, Lookups, New Projects/Resources○ Security Setup and Maintenance○ Job and Processes Monitoring
● Functional – Level 2○ Business Analysis – requirements○ Testing – Enhancements and projects○ Defect Investigation
● Project / Release Management – Upgrades, Releases● SMEs & Evangelists & Trainers
○ Mentoring○ Training
Components of Support - Functions
www.regoconsulting.com Phone: 1-888-813-0444
4
● Core Application Team○ Requirements Definition○ Configuration / Portlet Development○ Project Management○ Solution Architecture
● Operating Committee○ Set Initial Priority and Sequencing of Enhancements○ Provide Context and Justification for Local Requests○ Communication with Local Groups○ Approval of Release Contents, then Later, Notes
● Application Owner○ Works with Leadership to Define Roadmap○ Resolves Conflicts and Owns Priority○ Ensures solutions are in best interest of the Organization○ Communicates Change
Components of Support - Bodies
www.regoconsulting.com Phone: 1-888-813-0444
5
Components of Support - Activities
www.regoconsulting.com Phone: 1-888-813-0444
6
Components of Support - Activities
www.regoconsulting.com Phone: 1-888-813-0444
7
Components of Support - Activities
www.regoconsulting.com Phone: 1-888-813-0444
8
● How Many Here are Happy with Current Support and Staffing?● We are Always Asked – What is the Right Level of Support
○ We Did a Survey of 15 companies years ago○ Time for an Updated Version
● Survey○ Fill Out Paper○ You Can Keep Anonymous○ Collaborate with Others in Your Company – Submit One○ We Will Collect and Then Give You all the Data
Company Support Profile
www.regoconsulting.com Phone: 1-888-813-0444
9
9
Previous Model From Surveys – Example
Notes: • Excludes major project work like upgrades or major functionality deployments like resource management• Excludes some amount of consulting for architecture and project BA/Developer resources• Figures will vary based on organization maturity and structure for monitoring and controlling with the organization
50-100 100 - 400 400 - 1000 1000 - 2000 2000-5000
Basic System Support .25-.5 Tech.25-.5 Funct.25-.5 SME
.25-.75 Tech.25-.75 Funct.25-.75 SME
.5-1 Tech.5-1 Funct.5-1 SME
1-2 Tech.75-1.5 Funct.75-1.5 SME
2-3 Tech1-3 Funct1-3 SME
ADD Time and Project/Resource Tracking
0 Tech0 Funct0 SME
0 Tech0 Funct0 SME
0 Tech0 Funct0 SME
0 Tech0 Funct0 SME
0 Tech0 Funct0 SME
ADD Project Mgmt: Scheduling (OWB/MSP), Issues/Risks/Status
0 Tech0 Funct
.10-.25 SME
0 Tech0 Funct
.25-.75 SME
0 Tech.25-.5 Funct
.5-1 SME
0 Tech.5-1 Funct1-2 SME
0 Tech.75-1.5 Funct
2-3 SME
ADD Resource Mgmt 0 Tech0 Funct
.10-.25 SME
0 Tech0 Funct
.25-.75 SME
0 Tech.25-.5 Funct
.5-1 SME
0 Tech.5-1 Funct1-2 SME
0 Tech.75-1.5 Funct
2-4 SME
ADD Financial Mgmt: Cost Plans, Rates, Transactions
.10-.25 Tech0 Funct0 SME
.10-.25 Tech0 Funct0 SME
.25-.75 Tech0 Funct0 SME
.5-1 Tech0 Funct0 SME
.5-1 Tech0 Funct0 SME
ADD Demand and Portfolio Mgmt 0 Tech0 Funct0 SME
0 Tech0 Funct0 SME
0 Tech0 Funct0 SME
0 Tech0 Funct
.25-.5 SME
0 Tech0 Funct
.5-1 SME
www.regoconsulting.com Phone: 1-888-813-0444
10
Survey Questions
● See Handout
www.regoconsulting.com Phone: 1-888-813-0444
11
11
Sample Org Chart – 20K+ Users
www.regoconsulting.com Phone: 1-888-813-0444
12
Sample Org Chart – 1,500 Users
www.regoconsulting.com Phone: 1-888-813-0444
13
● Insufficient Hosting and DB Support (On Premise)○ No performance monitoring○ No resources to help with efficient upgrades – takes too long
● Lack of Ongoing Mentoring/Training○ No Support for New RM/PMs○ No mentoring to help them better use Clarity and get new requirements
● Clarity Architecture○ Roadmap○ Portlets and Reports with Poor Performance○ Complex Solutions vs. Changing Process○ Poor Setup of RM / FM Architecture of Fields / Roles / Skills / OBS
● Others?
Support “Holes” – Missing Roles
www.regoconsulting.com Phone: 1-888-813-0444
14
● How Many Have Had Support Staff Leave?● How Did you Replace?
○ Hire a Clarity expert? ○ Train someone internal? ○ What Type of Resource found successful?○ Outsourced to a firm?
● How Do You Protect Against Turnover or the Impact of Turnover?
● Over Time, Do You See Support Increasing or Decreasing?● What are Some Ways We Can Reduce Support?
○ Automate monitoring, log reading, etc?
Support “Holes” - Turnover
www.regoconsulting.com Phone: 1-888-813-0444
15
● Not enough enhancements are completed – they take too long and users lose patience and confidence
Support “Holes” – Request Process
www.regoconsulting.com Phone: 1-888-813-0444
16
Architecture
16
Support “Holes” – Request Process
Level 1
Level 2
Level 3 (Jobs, escalation)
Level 4
IncidentsEnhancements /
Change ReqProjects / Initiatives
Level 2(BA, Portlets,
Prototype)
Planned Work Unplanned WorkUser Requests /
Defects
Prioritization Process
Level 3(Queries, Scripts,
Migration, Reports)
Level 4(Migration)
www.regoconsulting.com Phone: 1-888-813-0444
17
● Other Support Holes?
● Summarized Findings of Survey
Open Discussion
www.regoconsulting.com Phone: 1-888-813-0444
18
● Short Cycle Time○ Let the users drive functionality quickly. If the users believe their enhancements,
defects, etc. take too long or do not meet their needs, they will look elsewhere to get their data or implement their process.
● SMEs are a Critical Role○ Having users constantly mentored and trained is very important. The organization
constantly changes and people need a refresher.
● Have a Vision and Stay Current○ Identify targeted functionality or reporting each year. Always have a goal or vision for
where you want the adoption of Clarity to be next year. Part of this is also staying current with Clarity – do not let the environment get too far behind in releases
● Staff a Solid Team○ People are always the most important element. A few good people can keep you
moving forward even on a shoestring (Big Bank Example of Support Shift). Outsource if you need to.
Keys to Successful Support
www.regoconsulting.com Phone: 1-888-813-0444
19
Questions
Contact US888.813.0444
Email [email protected]
Web Sitewww.regoconsulting.com
Thank you.