Optimizing Your CA PPM Support Team
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Optimizing Your CA PPM Support Team
Presented By: Ken Armstrong & Wes McCoubrie
Agenda
•
Components of Support
•
Company Support Profile – Survey
•
Sample Org Charts
•
Open Mic – Common Support Gaps
•
Reducing Support Demand
•
Keys to Successful Support
•
APPENDIX: Common Support Gaps We See
Introduction
•
Information presented is based on experiences
•
BUT, there is no cookie cutter approach; every company is
different
•
Volume, demand, number of users, company culture and
structure, and PPM maturity all play a part in what works for
you
•
Understanding all aspects of CA PPM support, and
implementing the proper support model is crucial to ensure
that your CA PPM data is GOOD data
Components of Support – Functions
•
Management
– Overall Application and Process Leadership, Strategy, and Evangelism
•
Technical Architecture & Development
–
Portlets, Reports, Processes, Configuration, Universes
–
Typically very strong CA PPM knowledge
•
Technical Infrastructure
–
Infrastructure HW/SW Upgrades and Maintenance
–
Database and Application Monitoring and Health, including performance monitoring & log review
–
May not have as much CA PPM knowledge as technical architects
•
Functional – Level 2
–
Functional Architecture, Design & Expertise
–
Business Analysis – Requirements
–
Testing – Deployments, Enhancements and projects
–
Defect Investigation
–
Typically very strong CA PPM knowledge
•
Functional – Level 1
–
User Questions
–
Data Administration – OBS, Lookups, New Projects/Resources
–
Security Setup and Maintenance
–
Job and Processes Monitoring
•
Project / Release Management – Upgrades, Releases
•
SMEs & Trainers – Mentoring, Training Program
•
Core Application Team
–
CA PPM Functional & Technical expertise
–
Configuration / Development
–
Project Management
–
Solution Architecture
–
Nuts and Bolts
•
Application Owner
–
Works with Leadership to Define and Update Roadmap
–
Resolves Conflicts and Owns Priority
–
Ensures solutions are in best interest of the Organization
–
Communicates and champions change
•
Operating / Steering Committee
–
Steer Priority and Sequencing of Enhancements and New Functionality
–
Provide Context and Justification for Local Requests
–
Communication with Local Groups
–
Approval of Release Content
Components of Support – Governing Bodies
Staffing Survey
•
How Many Here are Happy with Current Support and Staffing?
•
We Want to Ask To Help in Future Surveys – How Many
Support Resources Do You Have?
–
Under 200 Users
–
200-500 Users
–
500-2000 Users
–
2000-10,000 Users
–
Over 10,000 Users
Model From Previous Surveys
•
Excludes major project work like upgrades or major functionality deployments
•
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
2014 RegoU Survey Results
•
Average Number of Users: 2,451
•
Direct Support Staff : 5.47
•
Indirect Staff : 6.54
•
Desired Additional Staff : 4.74
•
Desired Total: 12.95
•
What this says – Don’t underestimate your support needs!!
•
To some, it may ALSO say, “Ken, you are crazy! They would
never give me that headcount!”
CA PPM
Department
Example Support Model – Centralized
Advantages
•
More efficient collaboration
•
Cross training, multiple
skills
•
“One vision”
Disadvantages
•
Too many hats
•
Competing priorities
•
Issue/Problem response
time may suffer
CA PPM
Example Support Model – Distributed
Advantages
•
Focused expertise
•
Focused priorities
•
Faster issue/problem
response time
Disadvantages
•
Limited collaboration
•
Incorrect communication to
user may occur
•
Cross training my be
challenging
Project
Management
Office
Enterprise
Technical
Development
Enterprise IT
Production
Support
IT or Portfolio
Management
Strategy
Open Mic
•
What Support Challenges Do You Have?
•
Suggestions from the Group…
Reducing Support Demand
•
Provide Self-Service Alternatives
–
Project requests
–
Resource requests
•
Enhance and Re-Focus Training
–
Promote CAPA
–
“Lunch & Lean” sessions on the week’s most common request
•
Automate Recurring Activities
–
Resource provisioning
–
Log maintenance
–
Time period maintenance
Keys to Successful Support
•
Short Cycle Time
–
Let the users drive functionality quickly
•
If 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 CA PPM to be next year
•
Part of this is also staying current with CA PPM; 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
Questions
Phone
888.813.0444
info@regouniversity.com
Website
www.regouniversity.com
We hope that you found this session
informative and worthwhile. Our
primary goal was to increase your
understanding of the topic and CA
PPM in general.
There were many concepts covered
during the session, if you would like to
contact any presenter with questions,
please reach out to us.
Thank you for attending
regoUniversity 2015!
APPENDIX
15
Typical Support Gaps – Roles
•
Hosting & Database Administration (On Premise)
–
Performance monitoring
–
Support for upgrades and patches
•
Training & Mentoring
–
Onboarding support for new RMs/PMs
–
Formal mentoring to share and collect real-world best practices
–
CA PPM Architecture
–
Roadmap creation and guidance
–
Portlet and report optimization
–
Best practice configuration guidance, FM and RM in particular
–
Managing process changes vs. tool changes
•
Change Management
Support Gaps – Turnover
•
How many have had support staff leave?
•
How were they replaced?
–
Hire a CA PPM expert
–
Hire and train
–
Outsourced to a firm
•
How do you retain staff?
–
Role rotations
–
Empowerment
–
Advancement path
•
How do you mitigate the impact of turnover?
–
Cross-training
–
Formal back-up assignments
–
Strong documentation
Support Gaps – Request Process
Unplanned Work
Planned Work
Prioritization
Triage
Level 2
(BA, Portlets, Studio)
Level 1
Level 3
(Queries, Scripts, Reports)
Enhancement
/ Project
Escalation
Escalation
Support Gaps – Internal Management
•
In what tool is demand collected, prioritized, assigned, and managed
through delivery?
–
CA PPM
–
Help Desk
–
Email / Excel
•
Who owns triage and prioritization?
–
Specified Level 1 Resource
–
Team Manager
–
PMO
•
How do you balance the book of work to ensure enhancement do not take
too long to implement, causing users to lose patience and confidence?
•
How is progress communicated back to the requestors?
–
Reports, Portlets
–
Support Gaps – Internal Management
•
Example: Custom object in CA PPM can be used to effectively
manage Level 2, Level 3 requests
•
Enabled with auto-generated emails and background process that
support task creation / time tracking
21
Support Gaps – Internal Management, cont.
22
Support Gaps – Internal Management, cont.
23
Support Gaps – Internal Management, cont.
Support Gaps – Reporting
•
Effectively categorize requests with the right level of detail
(e.g., schedule management vs. project)
•
Perform trend analysis by submission time and request
category to effectively allocate team members and pinpoint
areas requiring re-training or self-service opportunities
•
Track response times and manage SLAs
•
Over time, do you see support increasing or decreasing?
Questions
Phone
888.813.0444
info@regouniversity.com
Website
www.regouniversity.com
We hope that you found this session
informative and worthwhile. Our
primary goal was to increase your
understanding of the topic and CA
PPM in general.
There were many concepts covered
during the session, if you would like to
contact any presenter with questions,
please reach out to us.
Thank you for attending
regoUniversity 2015!
Enhance the performance of your CA PPM support team with expert guidance from Ken Armstrong and Wes McCoubrie at Rego University. Join this educational community to gain clarity on maximizing your team's efficiency and effectiveness. Discover strategies to optimize your CA PPM process and improve overall project management outcomes. Benefit from valuable insights and practical advice shared in this informative session.
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Presentation Transcript
www.regouniversity.com Clarity Educational Community Optimizing Your CA PPM Support Team Presented By: Ken Armstrong & Wes McCoubrie
Agenda Components of Support Company Support Profile Survey Sample Org Charts Open Mic Common Support Gaps Reducing Support Demand Keys to Successful Support APPENDIX: Common Support Gaps We See 2 Educational Community
Introduction Information presented is based on experiences BUT, there is no cookie cutter approach; every company is different Volume, demand, number of users, company culture and structure, and PPM maturity all play a part in what works for you Understanding all aspects of CA PPM support, and implementing the proper support model is crucial to ensure that your CA PPM data is GOOD data 3 Educational Community
Components of Support Functions Management Overall Application and Process Leadership, Strategy, and Evangelism Technical Architecture & Development Portlets, Reports, Processes, Configuration, Universes Typically very strong CA PPM knowledge Technical Infrastructure Infrastructure HW/SW Upgrades and Maintenance Database and Application Monitoring and Health, including performance monitoring & log review May not have as much CA PPM knowledge as technical architects Functional Level 2 Functional Architecture, Design & Expertise Business Analysis Requirements Testing Deployments, Enhancements and projects Defect Investigation Typically very strong CA PPM knowledge Functional Level 1 User Questions Data Administration OBS, Lookups, New Projects/Resources Security Setup and Maintenance Job and Processes Monitoring Project / Release Management Upgrades, Releases SMEs & Trainers Mentoring, Training Program 4 Educational Community
Components of Support Governing Bodies Core Application Team CA PPM Functional & Technical expertise Configuration / Development Project Management Solution Architecture Nuts and Bolts Application Owner Works with Leadership to Define and Update Roadmap Resolves Conflicts and Owns Priority Ensures solutions are in best interest of the Organization Communicates and champions change Operating / Steering Committee Steer Priority and Sequencing of Enhancements and New Functionality Provide Context and Justification for Local Requests Communication with Local Groups Approval of Release Content 5 Educational Community
Staffing Survey How Many Here are Happy with Current Support and Staffing? We Want to Ask To Help in Future Surveys How Many Support Resources Do You Have? Under 200 Users 200-500 Users 500-2000 Users 2000-10,000 Users Over 10,000 Users 6 Educational Community
Model From Previous Surveys Users: 50-100 100-400 400-1000 1000-2000 2000-5000 .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 Tech 1 - 3 Funct 1 - 3 SME Basic System Support 0 Tech 0 Funct 0 SME 0 Tech 0 Funct 0 SME 0 Tech 0 Funct 0 SME 0 Tech 0 Funct 0 SME 0 Tech 0 Funct 0 SME ADD Time and Project / Resource Tracking 0 Tech 0 Funct .10 - .25 SME 0 Tech 0 Funct .25 - .75 SME 0 Tech .25 - .5 Funct .5 - 1 SME 0 Tech .5 - 1 Funct 1 - 2 SME 0 Tech ADD Project Mgmt: Scheduling (OWB/MSP), Issues/Risks/Status .75 - 1.5 Funct 2 - 3 SME 0 Tech 0 Funct .10 - .25 SME 0 Tech 0 Funct .25 - .75 SME 0 Tech .25 - .5 Funct .5 - 1 SME 0 Tech .5 - 1 Funct 1 - 2 SME 0 Tech .75 - 1.5 Funct 2 - 4 SME ADD Resource Mgmt .10 - .25 Tech 0 Funct 0 SME .10 - .25 Tech 0 Funct 0 SME .25 - .75 Tech 0 Funct 0 SME .5 - 1 Tech 0 Funct 0 SME .5 - 1 Tech 0 Funct 0 SME Add Financial Mgmt: Cost Plans, Rates, Transactions 0 Tech 0 Funct 0 SME 0 Tech 0 Funct 0 SME 0 Tech 0 Funct 0 SME 0 Tech 0 Funct .25 - .5 SME 0 Tech 0 Funct .5 - 1 SME ADD Demand and Portfolio Mgmt High End Totals: 2.25 FTE 4 FTE 6.75 FTE 12.5 FTE 21 FTE Excludes major project work like upgrades or major functionality deployments 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 7 Educational Community
2014 RegoU Survey Results Average Number of Users: 2,451 Direct Support Staff : 5.47 Indirect Staff : 6.54 Desired Additional Staff : 4.74 Desired Total: 12.95 What this says Don t underestimate your support needs!! To some, it may ALSO say, Ken, you are crazy! They would never give me that headcount! 8 Educational Community
Example Support Model Centralized Advantages More efficient collaboration Cross training, multiple skills One vision Functional CA PPM Department Mgmt & Strategy Technical Disadvantages Too many hats Competing priorities Issue/Problem response time may suffer Training 9 Educational Community
Example Support Model Distributed Advantages Focused expertise Focused priorities Faster issue/problem response time IT or Portfolio Management Strategy Project Management Office Enterprise IT Production Support Disadvantages Limited collaboration Incorrect communication to user may occur Cross training my be challenging CA PPM Enterprise Technical Development 10 Educational Community
Open Mic What Support Challenges Do You Have? Suggestions from the Group 11 Educational Community
Reducing Support Demand Provide Self-Service Alternatives Project requests Resource requests Enhance and Re-Focus Training Promote CAPA Lunch & Lean sessions on the week s most common request Automate Recurring Activities Resource provisioning Log maintenance Time period maintenance 12 Educational Community
Keys to Successful Support Short Cycle Time Let the users drive functionality quickly If 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 CA PPM to be next year Part of this is also staying current with CA PPM; 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 13 Educational Community
Questions We hope that you found this session informative and worthwhile. Our primary goal was to increase your understanding of the topic and CA PPM in general. Phone 888.813.0444 Email info@regouniversity.com There were many concepts covered during the session, if you would like to contact any presenter with questions, please reach out to us. Website www.regouniversity.com Thank you for attending regoUniversity 2015! 14 Educational Community
APPENDIX 15 Educational Community 15
Typical Support Gaps Roles Hosting & Database Administration (On Premise) Performance monitoring Support for upgrades and patches Training & Mentoring Onboarding support for new RMs/PMs Formal mentoring to share and collect real-world best practices CA PPM Architecture Roadmap creation and guidance Portlet and report optimization Best practice configuration guidance, FM and RM in particular Managing process changes vs. tool changes Change Management 16 Educational Community
Support Gaps Turnover How many have had support staff leave? How were they replaced? Hire a CA PPM expert Hire and train Outsourced to a firm How do you retain staff? Role rotations Empowerment Advancement path How do you mitigate the impact of turnover? Cross-training Formal back-up assignments Strong documentation 17 Educational Community
Support Gaps Request Process Unplanned Work Incidents Level 1 Triage User Request / Defects Escalation Enhancement / Project Level 2 (BA, Portlets, Studio) Planned Work Escalation Enhancements Level 3 Prioritization (Queries, Scripts, Reports) Projects 18 Educational Community
Support Gaps Internal Management In what tool is demand collected, prioritized, assigned, and managed through delivery? CA PPM Help Desk Email / Excel Who owns triage and prioritization? Specified Level 1 Resource Team Manager PMO How do you balance the book of work to ensure enhancement do not take too long to implement, causing users to lose patience and confidence? How is progress communicated back to the requestors? Reports, Portlets Email 19 Educational Community
Support Gaps Internal Management Example: Custom object in CA PPM can be used to effectively manage Level 2, Level 3 requests Enabled with auto-generated emails and background process that support task creation / time tracking 20 Educational Community
21 Support Gaps Internal Management, cont. 21 Educational Community
22 Support Gaps Internal Management, cont. 22 Educational Community
23 Support Gaps Internal Management, cont. 23 Educational Community
Support Gaps Reporting Effectively categorize requests with the right level of detail (e.g., schedule management vs. project) Perform trend analysis by submission time and request category to effectively allocate team members and pinpoint areas requiring re-training or self-service opportunities Track response times and manage SLAs Over time, do you see support increasing or decreasing? 24 Educational Community
Questions We hope that you found this session informative and worthwhile. Our primary goal was to increase your understanding of the topic and CA PPM in general. Phone 888.813.0444 Email info@regouniversity.com There were many concepts covered during the session, if you would like to contact any presenter with questions, please reach out to us. Website www.regouniversity.com Thank you for attending regoUniversity 2015! 25 Educational Community
