【正文】 ......................................................................... 25 iv Workforce Management Service Level Management .................................................................................25 IT Service Continuity Management .....................................................................26 Availability Management.....................................................................................26 Capacity Management ........................................................................................26 Problem Management .........................................................................................26 1 Executive Summary Workforce management ensures the attraction, development, and retention of an appropriately trained and prepared IT operations workforce that is crafted to perform the daytoday operations tasks and functions of an anization’s puting environment. Workforce management also addresses environmental issues in order to provide a safe, efficient, and predictable workplace environment. Key benefits of workforce management are: ? Correct staffing levels to meet the needs of the puter production environment and the business needs. ? Staff with the appropriate level of technical skills. ? Retention of staff. ? A reduction in absence due to stress and sickness. ? Skill sets suitable for coping with a changing environment, products, and services. ? Clear and wellunderstood career paths and growth opportunities. ? Ability to absorb contract staff seamlessly. ? An ergonomic working environment. 2 Introduction This guide provides detailed information about the Workforce Management service management function (SMF) for anizations that have deployed, or are considering deploying, Microsoft174。 technologies in a data center or other type of enterprise puting environment. This is one of the more than 20 SMFs defined and described in Microsoft Operations Framework (MOF). The guide assumes that the reader is familiar with the intent, background, and fundamental concepts of MOF as well as the Microsoft technologies discussed. An overview of MOF and its panion, Microsoft Solutions Framework (MSF), is available in the MOF Service Management Function Overview guide. This overview also provides abstracts of each of the service management functions defined within MOF. Detailed information about the concepts and principles of each of the frameworks is available in technical papers at 3 Workforce Management Overview Workforce management is concerned with recruiting and retaining staff to meet the needs of the operations anization. This is dependent upon the size, IT architecture, and the specialized needs and sophistication of the anization. It is also dependent on the anizational model implemented within the anization. Staffing Levels and Skill Sets Once the IT architecture and specialist needs are understood, then workforce management must understand the business needs, based on the SLA and the puting requirements of the anization, before it can establish the correct level of staffing requirements. Understanding the correct staffing and skill levels needed is an ongoing process so that staff or skill shortages do not occur unexpectedly. Hiring the right staff who possess the appropriate skills sets and who will work well as part of a team is the main responsibility of the human resources manager. Having the right staff with the appropriate skill sets can be achieved by ensuring that staff members are rewarded for their contributions. In addition, providing excellent training schemes (training profiles should exist for each job description), certification programs, and enhanced career prospects and career paths increases hiring success. (Such policies and programs should be established before problems arise and staff losses occur.) One of the most critical (and most often neglected) aspects of managing a workforce is the process of conducting an ongoing skills inventory of the staff. Taking a regular inventory of current skill sets across the operations workforce helps identify areas of weakness. Employee Retention A stable workforce is crucial to maintaining service levels. Employee retention is the cornerstone of workforce stability. It also leads to increased productivity over time and improved customer service. An effective workforce plan is therefore needed to retain employees (reduce turnover) by using proactive retention techniques that give the employee incentives to remain in the workforce. Hiring the right people is of no value if the anization cannot retain them over time. Employee Absence The human resources manager should use consistent attendance management policies to deal effectively with unplanned absence. The policies should clearly define expectations of attendance and proper notification procedures, as well as the disciplinary measure(s) that will be taken against staff who are absent beyond tolerable limits. In order for this policy to be credible and successful, it needs to be municated to all staff and applied uniformly throughout the anization. Absence can be planned or unplanned and may not necessarily reflect poor health by the person who is absent. Whether planned or unplanned, employee absence has a detrimental effect on the services provided by the entire workforce to the anization. Nevertheless, employee absence is a reality in any workforce and needs to be accepted and planned for. 6 Workforce Management Performance Management The human resources manager must develop a highquality performance management system for the support staff by giving them specific goals to attain—goals that are measurable, appropriate, and fully support the SLAs. He or she must ensure that all employees understand the goals and that the employees obtain feedback in or