【正文】 eeping Strong IT Operations Staff ..............13 Microsoft’s Approach to Employee Attraction and Retention.....................14 Proper Employee Orientation ........................................................................14 Job Descriptions ...........................................................................................15 Workforce Skills Assessment ........................................................................15 Workforce Retention Management ................................................................16 Managing Workforce Absence .......................................................................16 Workforce Performance Considerations ...............................................................17 Individual and Group Objective Setting .........................................................17 Performance Monitoring and Metrics .............................................................18 Performance Measurement ...........................................................................18 Performance Evaluation ................................................................................19 Reward and Recognition 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。 familiarizing them with pany policies and procedures provides a seamless and troublefree staff augmentation experience. It is the responsibility of the human resources manager to ensure that every support professional, whether internal or external, has a clear understanding of the support anization’s goals, processes and procedures, tools, success and measurement metrics, and measurement process. Goals and Objectives The primary purpose of workforce management is to ensure that the correct level of staff is recruited and retained to manage the operational production environment. In addition, processes and procedures should be in place to make sure that the staffing requirements remain at the correct level. Once staff members are employed, it is the responsibility of workforce management to continuously manage the staff, skills sets, and objectives so that the correct level of staff is retained. Scope Workforce management is concerned with ensuring that the correct level of staff is employed and maintained within the operational production environment in order to ensure that the stated business requirements are consistently met. To recruit and retain staff, the following needs should be considered: ? The correct technical and nontechnical skills sets are understood, developed, and retained to meet the SLA requirements within a set budget. ? Attracting, developing, and retaining IT operations staff within an industry that has a high level of petition. ? Attract, Develop, and Keep (ADK). ? Best practices retention frameworks to help keep and develop staff. ? Induction processes to familiarize new employees with pany processes, teams, and support anization. ? Job descriptions clarifying roles and responsibilities. ? Regular assessment of current skill sets to ensure that the operational requirements are still bei