【正文】 ognition Considerations ........................................................19 Considerations for External Resources ................................................................20 Maintaining a Ready and Reliable Workforce .......................................................20 Employee Readiness Considerations .............................................................20 Operations Professional Training Considerations............................................21 Balancing Training with Support Requirements .............................................21 Environmental Considerations.............................................................................21 Employee Safety ................................................................................................22 Roles and Responsibilities................................................................................... 23 Human Resources Manager ................................................................................23 Relationship to Other SMFs ................................................................................. 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。 once they learn the job, it is unlikely they will require additional assistance with it. ? Administrative model adopted by the anization. The model of systems administration adopted by an anization plays a role in determining the number of support staff required. If one has a wholly centralized operation, the number of staff will be fewer, but if the anization is widely (or even somewhat) distributed, the number of staff increases. Refer to the MOF System Administration Service Management Function guide to help determine the architectural scope for specific situations. In addition to the anization’s size and IT architecture, the need to support specialized applications must also be considered when determining workforce needs. The human resources manager should take note of the custom and specialized applications that are being supported and delineate the specialized support requirements associated with each. The number and location of users who are involved in running these applications (as discussed above in the context of size and architecture) also affects support needs. Finally, the sophistication of the environment plays a role in determining workforce requirements. The kind of technology platform being supported, with platforms ranging from simple to plex, is a major factor in the sophistication of the environment and affects support needs. Organizations that perform reasonably simple office automation or data entry tasks require a less sophisticated support anization, often consisting of staff members with more generalized skills. Conversely, anizations with more sophisticated and/or distributed puting environments—with disparate product offerings or custom or highly specialized applications—require an operations workforce that is scaled and trained appropriately to meet the demands of the anization. 12 Workforce Management Predicting Staffing Levels Having considered the anizational size and sophistication, IT architecture, and specialized application support needs to determine workforce requirements, the human resources manager also needs to understand the importance to the business of providing adequate and appropriate support for all defined service coverage areas in order to plan staffing levels. This includes understanding what it will cost the business if any element of defined support fails to meet the desired goals or requirements. While human resources are a significant business expense, allowing any aspect of the business to fall down because the right support is not available when required ultimately costs the business more in terms of lost sales, lost product or service revenue, lost productivity, lost customer confidence, or even lost customers. A lack of appropriate support can also have a negative impact upon the internal employees of the pany, affecting their morale and productivity. Therefore, staffing levels should be wholly adequate to meet the support needs of the business at all times. While it is difficult to predict exactly how many