Improving IT Skills the Right Way

© Copyright 4/14/2015 BMC Software, Inc1

Improving IT Skills the Right Way:The Expanding Role Of IT Personnel and

The Competencies and Skills Required to Succeed

People ProcessTechnology


Philip Weinzimer – President, Strategere Consulting

Dan Greenway – BMC Education Manager - Adoption and Enablement

Improving IT Skills the Right Way


Agenda

1. The Expanding Role Of IT Personnel: The

Competencies and Skills Required to Succeed

2. The SAFE way to Improve IT Competencies and Skills

3. Questions


Improving IT Skills the Right Way:The Expanding Role Of IT Personnel and

The Competencies and Skills Required to Succeed


Today’s Realities

ImplicationTheme

• Consumerization

of IT

•IT Personnel Work

with Business Teams

to Execute Projects

• Develop business skills /

collaborate in business teams to

create new markets and

competitive opportunities.

•Dramatic Increase

in Project

Requests

•Role of IT

Leaders

•Develop improved project throughput

capabilities to accommodate

increased demand.

• IT Leaders are critical components

to this new information strategy.

•Consumers demand new/information

rich products and services, which

impact business personnel across the

entire value network.


•Forewords

• Interviewed 156 CIOs, IT/businessexecutives / academic thought leaders

•Provides Four-Phase IT Transformation Methodology

•Identifies the Key Competencies & Skills of a Strategic IT Organization

•Features Methodologies, templates, best practices, and Assessments

Rob Carter – CIO, FedExFilippo Passerini-CIO, P&G


Val

ue

Time

Strategic IT OrganizationTransformation Phases

4. Leverage Technologies Strategically to Innovate Value

2. Understand the Business, Focus on User Experience, and Improve Business Skills of IT Personnel

3. Implement Initiatives to Improve Margin (Sales / Cost)

1. Deliver Commodity and Business Services Exceptionally Well


STRATEGIC IT COMPETENCIES

AND SKILLS


BUSINESS KNOWLEDGE

(Business Awareness Skills)


MARKET KNOWLEDGE

(Strategic Product/Market Skills)


TECHNOLOGY PROWESS

(Strategic Technology Skills)


CROSS-COMPETENCY

(Skills)


TECHNOLOGY PROWESS(Strategic Technology Skills)

BUSINESS KNOWLEDGE(Business Awareness Skills)

• Environment • Opportunities• Process Centric

• Technology Strategy / Adaptability• Organization Agility• Strategic Project Capability

Strategic IT Organization Competencies and

Skills Framework

MARKET KNOWLEDGE(Strategic Product/Market Skills)

• Product Knowledge• Industry Insight• Competitive Landscape

• Vision

OrganizationCulture

•Leadership

•Communication

CROSS DIMENSIONCOMPETENCIES

© Copyright 4/14/2015 BMC Software, Inc14 14

Strategic IT Organization Competencies and Skills


Knowledge

How to Use a Hammer

How to Build A House

Applying

KnowledgeVs.


Hot To Measure Competencies & Skills

Optimized

Ski

llK

no

wle

dg

e

Low ValueCost Center

Valued Business Partner

Applying Skills for

Business OutcomesInefficient

7.5

15

0

7.5 15

Need to Improve

Application of

Knowledge and

Skills

Continuous

Improvement

Drives Additional

Outcomes

Improve

Business

Knowledge and

Skills

15-35% 5-15%

Greatest Opportunity

to Create Business

Outcomes

25-50% 15-35%


•Business Knowledge •Market Knowledge

•Technology Prowess •Cross Competency Skills

What is the Maturity Score of Your IT Organization Strategic Competencies and Skills?

15 15 15 15

15 1515 15


Manufacturing Company

6 Month Assessment 24 Month vs. 6 Month Assessment

Improving Your IT Organization Strategic Competencies and Skills?


Improve Value to Georgia Citizens

As the stewards of taxpayer dollars, we need to manage

project risk through a well-defined and proven governance

process…Calvin Rhodes, CIO-State of Georgia

•Proactive versus Reactive Solution

•Identifies the Key Predictors for Project Success

•Promotes Teaming through Active Communication via

Assessment Process

Multi Million Dollars Savings to Reinvest in Innovative Projects


Summary

1. Deliver Commodity and Business Services Exceptionally Well

2. Understand the Business, Focus on User Experience, and Improve Business Skills of IT Personnel


Improving IT Skills the Right Way:The SAFE way to Improve IT Competencies and

Skills


People, Process and Technology (or Tools)

People:Who owns the process? Who is involved? What are their roles?

Process: What do we need to do? And what are the steps we need to follow in order to get a specific output.

Technology:What are the tools or technology we can leverage to deliver the solution using the processes and people?

People

ProcessTechnology


What are the elements of a successfull program

Achieving Enterprise Software Success (TSIA)

“Time and time again, the effectiveness and overall success of an enterprise-class piece of software does not lie within the technology itself but in the processes and procedures

around them. Many a software deployment delivers 100% on the business requirements only to fail in the final phase of user adoption.”


BMC Solution Adoption Framework for Education: SAFE

Awareness and Alignment:

Raise visibility, Communicate expectations and drive solution acceptance.

Measurement and Validation:

Process/Solution Maturity, continuous improvement

Project team Enablement:

Reduce project risk, Increase productivity and deliver the right skills, to the right people, at the right time

End-User Enablement: Ensuring the Users readiness, Role/Function specific plans, Increase return on investment (ROI)


How Do We Achieve This? BMC Software’s Integrated Industrialized approach


Solution Lifecycle and Adoption Decay

Effective user adoption improves the typical solution lifecycle

SYSTEM

ISSUES

USER

PERFORMANCE

AdoptionDecay

Solution Implementation

Software Purchase

CustomerSupportIssues

Training Solution Adoption


HIGH LEVEL ENGAGEMENT OVERVIEW

Plan and Prepare

· Engagement Readiness Completion

· Kick Off· Steering Committee

Established

1.0

· Logistics (Remote Access)

· Environments· Facilities (Meeting

Rooms)· Infrastructure

Readiness

Analyze and Design

· Status Reports· Status Meetings · Governance

Meetings

2.0

· Workshops· Documentation of

customer specifics

Build


Meetings

3.0

· Configuration· Value Case

Implementation

Validate


Meetings

4.0

· Functional Testing· Test Plan· Test Scripts· System Test Results

Deploy


Meetings· Lessons Learned· Project Closeout· Next Phase

Recommendation

5.0

· Installation of Solution

· Configuration of Solution

· Knowledge Transfer· End User Training

Ph

ases

Go

vernan

ceTech

no

logy

Operate

· Next Phase Planning

6.0

· Validation Checklist Signoff

· Operational Handover Docs

· Operation Acceptance

SUPPORT

· XXXX· XXXX

· WBTs for Workshop attendees

· Initial Role mapping

· Gather baseline Technical skills where appropriate.

· XXXX· XXXX· Complete Education

Needs Assessments· Develop Training Plan· Initiate Technical

Admin/Project SME training

· Awareness and Communication messaging

· XXXX· XXXX· Complete Admin/

Project SME training· Initiate training for

User Acceptance Testing team

· Continued Awareness and communication

· XXXX· XXXX· Manager Awareness

Training in preparation for Rollout

· Set up training schedule for User training


· XXXX· XXXX· User Training delivery

· Knowledge Share Workshops


· XXXX· XXXX· Transition to BAU

operations leaving a training path to enable the onboarding of new users.

·

Pro

cessEd

ucatio

n

EducationPlanning

Plan and Prepare

1.0

EducationWBT

WorkshopsAnalyze and Design

2.0

Build

3.0

EducationWBT/ILT

Implementation

Validate

4.0

EducationWBT/ILT

User Acceptance Testing

Integrated Into the Delivery Plan

EducationWBT

Town Hall/WorkingBest Practices

Operate

6.0

Deploy

5.0EducationWBT/ILT

ProjectCloseout

COMMUNICATION/AWARENESS


Stakeholder Analysis

• Executive Management Team

• Operational Steering Committee

• Decision Meetings Attendees

• Process Owners (existing or new)

• Process Managers (existing or new)

• Management Change Champions/Change Agents

• Process & Tools Change Agents/SME’s

• L2 Managers

• L3 Managers

Process developers Process architects AR System Specialists AR System Developers CMDB Specialist CMDB Integrators ADDM Specialist Application SRM Specialists Application ITSM Specialists Enterprise Architects Technical ”Tool” Architects Reporting Administrators

/Developers

Identification of who will be affected by the implementation. A sample is shown below.

Key Users

Super Key Users

Users

1st Line Support

Change Owner

Asset Manager

End Users

(Internal or Customers)

Reporting Users

Non-tool users

Management roles Specialist roles User Roles


SAMPLE Role Based plan Program Members

CIO Video WBT 15 Mins ITIL V3 Awareness WBT 3 hours Apollo 13 - An ITSM Case Experience™ ILT 1 day Product Awareness Overview: Busineness and Technical Reasons ILT ½ day

Operational Steering Commitee ITIL V3 Awareness WBT 3 hours Apollo 13 - An ITSM Case Experience™ ILT 1 day

Including ITIL V3 Whiteboarding Product Awareness Overview: Busineness and Technical Reasons ILT ½ day

Enterprise Architects/SDM/Solution Owners CIO Video WBT 15 Mins ITIL V3: Awareness WBT 3 hours Apollo 13 - An ITSM Case Experience™ ILT 1 day Solution Overview + introduction to SMPM ILT 2 days Technical Product WBT Introductory/Overview training WBT Various Technical Product training ILT Various

Service Desk Users (1000+) CIO Video WBT 15 Mins ITIL V3: Awareness WBT 3 hours Business Case and Solution Overview ILT 1 Hour Technical Product/Process online training WBT Various Town Hall/Knowledge Share Workshops ILT Various

Development of Role based Learning Paths


Creating an Adoption Schedule – Just In Time


What do you need to Achieve to Successfully Adopt a solution?

Produce and maintain documentation for new environment

Capture and leverage current project deliverables and use same to provide training material

24/7 – off-line simulations, job-aids

We have a multi-lingual organization, classes are only in English

Limited time to train

Refresh our documentation and training content

Produce role specific training vs. generic training


A complete solution to rapidly

Create, Organize, Distribute, Access & Maintain

organizational knowledge to promote a community of collaboration.

Record the menu paths, steps, field

entries and screenshots automatically.

Rapid content development with

simulation capability.

Edit both a document and

simulation in the Single Source

XML file. Publish the job aides for

end user performance support.

BMC Education Solution Accelerator (ESA) – More Than Training Content Development


ESA Tool Outputs

Parent Document

Simulations

Guided Help

Job Aids

Cue Cards

Quick References

ConfigurationInformation

Training Material

Exercises

Test Scripts

Post Go Live Support(Available 24x7)

ESA Portal - Website


ESA – Documentation Approach

End User Materials• Cue Cards• Work Instructions• Classroom Exercises• Simulations• eLearning Courses• Student Guides

ESA Website• Policies• FAQs• Process flows• Concepts• Forms• Tips & Tricks

Project Team Materials • Business Process • Configuration• User Acceptance• Test Scripts

Business Systems

AutomatedCapture

Business Intelligence

Corporate Knowledge


Thank You