Staffing Requirements for a System Center Service Manager (SCSM) Project

Author by Nathan Lasnoski

A frequent question I am asked is, "how many people do I need to operate System Center?" The question is well-intentioned, but more complex than simply saying, "about one or two people".  In order to properly answer this question you need to start with your roles then align people with them.  Look at your team and ask yourself, "what roles can they answer well, not just adequately?"   You'll find that these roles could equate to only a few people in a smaller organization, or many people in larger organizations.  I always make sure each role has an identified leader, not just two people doing the same job.  Think of each role as requiring ownership, not just filling it with a name.  As always, if the community has roles I'm leaving off, by all means ping me.  

ITSM Sponsors. 

The sponsors of the project sign off on the overall direction and approach, but are not involved in day to day project tasks or daily usage of the environment, but will desire to see clear deliverables and benefit.  The usage of the produced ITSM environment will be largely scoped to visibility related activities, such as dashboards and reports on SLA targets, costs, and customer surveys.  
  • Assigned:  Internal Team Member
  • Project Responsibilities:  Confirm overall direction and practices
  • Day-in-Life Responsibilities:  Validation of direction and future phases
 

ITSM Global Architecture.

Responsible for implementation strategy, direction, team assignment, configuration approach, and serves as a “tie breaker” regarding project design decisions.   The team is responsible for the ultimate outcome of the project and have authority to assign, direct focus, and implement design decisions across the entire company and its business units.  
  • Assigned:  Internal Team Member and External Team Member
  • Project Responsibilities:  Responsible for informing all SMF owners and coordinating decisions across teams.  “Tie Breaker”
  • Day-in-Life Responsibilities:  Provides architecture guidance to cross-SMF decisions, as well as understands strategy as a whole
 

Program Management. 

Responsible for the project management office, resource allocation management project.  
  • Assigned:   Internal Team Member and External Team Member
  • Project Responsibilities:  Responsible for overall management of the initiative, although not at a specific task level
 

Project Management / SCRUM.

Responsible for management of work process management within the project, running of daily “stand-up” meetings, and review of timeline tracking.  
  • Assigned:   Internal Team Member and External Team Member
  • Project Responsibilities:  Responsible for individual task management from day to day.  Runs daily “stand-up” meetings
 

Organizational Change Management.

Responsible for supporting the deployment through internal marketing, communication, and creation of materials for communicating upcoming platform changes.  
  • Assigned:   Internal Team Member and External Team Member
  • Project Responsibilities:  Responsible for communication of upcoming changes and internal marketing of capabilities
 

ITSM Platform Engineering.

Responsible for capturing end user requirements within the context of the ITSM global process framework and building out those requirements within the tool.  The capture process will leverage the standard framework which defines the context of process intake.  The team will build workflows, notifications, escalations, SLOs, dashboards, and other major deliverables.  The build will be tested by the customer and then the solution will hand off operational support to the Service Management Coordination team.  
  • Assigned:   Internal Team Member and External Team Member
  • Project Responsibilities:  Working on building infrastructure , workflows, class structures, connectors, and notification routing
  • Day-in-Life Responsibilities:  Working on making modifications to code workflows, class structures, as required by ITSM
 

Service Catalog UX and Deployment Team.

Responsible for designing the overall user experience of the Service Catalog, the delivery of knowledge, and the development effort involved in creating the user self-service portal.  The environment will live in the on premise SharePoint environment and the team will craft the major search interface, drive users toward common requests, and offer a request catalog.  
  • Assigned:   Internal Team Member and External Team Member
  • Project Responsibilities:  Working on building out the portal experience and integration with SCSM.  Validate UX experience.
  • Day-in-Life Responsibilities:  Receive feedback on portal experience, plan upgrades to portal, work on adjustments to portal
 

Reporting and Business Intelligence.

Responsible for the building and maintenance of all reports, dashboards, self-service report access, filtering, and exports to different formats.  The reporting expert will build reports and views in SQL reporting services, PerformancePoint, PowerView, SharePoint PowerBI, and snapshots.  
  • Assigned:   Internal Team Member and External Team Member
  • Project Responsibilities:  Building reports, dashboards, scorecards, filters, and web views
  • Day-in-Life Responsibilities:  Receive feedback on BI deliverables and adjust reports, dashboards, etc.
 

WAP, SMA, SCORCH, SCCM, and SCOM Platform Teams.

Responsible for management and deployment of SCCM and SCOM platforms throughout the enterprise in conjunction with the client engineering and business hosting teams.  
  • Assigned:   Internal Team Member and External Team Member
  • Project Responsibilities:  Building WAP, SMA, SCORCH, SCCM and SCOM platform infrastructure.  Support performance, distribution, and capabilities
  • Day-in-Life Responsibilities:  Maintain and upgrade code functionality
 

ITSM Process Architecture. 

Responsible for design of the global ITSM process, the definition of process constraints, and the design of the process intake method.  The role will make decisions about the implementation of Incident, Problem, Change, and Service Request functions at a global level.  The role is expected to take on “ITIL Expert” responsibilities to inform the process owners for each Service Management Function (such as Incident Management), as well as the Service Desk.  The role is also responsible for directing process change activities in regards to the global ITSM framework, inside which the business units will function.  
  • Assigned:   Internal Team Member and External Team Member
  • Project Responsibilities:  Responsible for making decisions on ITSM processes and informing SMF owners of framework
  • Day-in-Life Responsibilities:  Continuous improvement efforts for ITSM processes across all SMFs
 

Service Management Coordination.

Responsible for coordination of Incident, Problem, Service Request, and Change Management Capabilities across the global Service Management framework.  The role supports the operational activities for the ITSM processes, such as Incident routing, Change Management CAB meetings, and Service Request execution.  This role owns the KPIs for the Service Desk and is responsible for their continued improvement.  This team is also responsible for training activities in and around ITSM processes and will be very important in driving successful adoption.  
  • Assigned:   Internal Team Member and External Team Member
  • Project Responsibilities:  Responsible for ensuring distribution of ITIL processes, delivering KPIs, and coordinating conversions
  • Day-in-Life Responsibilities:  Management of KPIs, coordination of inter-SMF efforts, continuous improvement of ITSM
 

Incident Management Leader.

Responsible for the leadership of Incident Management practices in alignment with ITIL.  The role will manage and maintain the incident management ticket structures from end to end, ensuring incidents flow properly through the system to the appropriate teams.  The team members can modify structures for incidents as necessary to accomplish routing goals within the context of the ITSM as a service platform.  
  • Assigned:  Internal Team Member
  • Project Responsibilities.  Responsible for managing configuration of categories, escalations, routing matrixes (no development)
  • Day-in-Life Responsibilities.  Modification of routes within escalation framework, categories, alerts (no development)
 

Problem Management Leader.

Responsible for the leadership of Problem Management practices in alignment with ITIL.  The role will manage and maintain the problem management process from end to end, ensuring problems flow properly through the system to the appropriate teams.  The team members can modify structures for problems as necessary to accomplish routing goals within the context of the ITSM as a service platform.  
  • Assigned:  Internal Team Member
  • Project Responsibilities.  Responsible for managing configuration of categories, escalations, routing matrixes (no development)
  • Day-in-Life Responsibilities.  Modification of routes within escalation framework, categories, alerts (no development)
 

Change Management Leader.

Responsible for the leadership of Change Management practices in alignment with ITIL.  The role will manage and maintain the change management structures from end to end, ensuring changes flow properly through the system to the appropriate teams.  The team members can modify structures for Changes as necessary to accomplish routing goals within the context of the ITSM as a service platform.  
  • Assigned:  Internal Team Member and External Team Member
  • Project Responsibilities.  Responsible for managing configuration of categories, escalations, routing matrixes (no development)
  • Day-in-Life Responsibilities.  Modification of routes within escalation framework, categories, alerts (no development)
 

Service Portfolio Management.

Responsible for the description and management of the Service Portfolio and its relationship to asset management, work process management (incident, problem, change, service request), and to the service catalog.  The role will assist in the normalization of the framework, the definition of appropriate services, and the intake of new services.  
  • Assigned:  Internal Team Member and External Team Member
  • Project Responsibilities:  Responsible for helping define the service portfolio and capability framework
  • Day-in-Life Responsibilities: Responsible for managing the intake of new services, defining criteria, and validation
 

CMDB and Asset Management. 

Responsible for configuration management and asset management deliverables for both server and client.  The role owns the articulation of the assets which make up hosted services, their costs, and the reports which are generated for the business.  The role also owns the accuracy of asset data and the corresponding processes which support it.  
  • Assigned:   Internal Team Member and External Team Member
  • Project Responsibilities:  Responsible for assisting with relationship mapping from service portfolio to asset management
  • Day-in-Life Responsibilities:  Responsible for asset management deliverables and compliance, as well as CMDB
  I hope this helps everyone out.  Of course, the hard part is working out the knowledge in each area, but it helps to start by identifying the "who", so you can teach them the "what".   Nathan Lasnoski
Author

Nathan Lasnoski

Chief Technology Officer