Module 8:

Organizational Analysis

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Lesson objectives
Understand the different role types needed
in the organization
Define Personas for Service Manager

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Team Service Management
Function Overview
Goals of the TEAM SMF
Accountable: ensures that required IT work gets
done
Responsible: identifies who will do required IT
work through:
Creating role types and roles
Establishing principles and best practices
Identifying who is best for each role
Flexible: built around agile physical and virtual
teams
Scalable: able to meet the needs of different-sized
organizations
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Role Types and Responsibilities
Each accountability has a set of role types associated with
it, and each role type has a set of responsibilities and goals
associated with it
Accountabilities can be described in the following way:
Accountability = Who (owner)
Advocacy for quality = Why
Responsibility = What (details)
Tasks/activities = How

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Role Types and Responsibilities
The following will be described
Support
Operations
Service
Compliance
Solutions
Management

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Role Types and Responsibilities
Support Accountability
Role Type Responsibilities Goals
Customer Service  Handles calls  Help the customer
Representative
 Is first contact with user

 Registers calls, categorizes,

determines supportability, and
passes on calls
Incident Resolver  Diagnoses  Fix incidents

 Investigates

 Resolves
Incident Coordinator  Responsible for incident from  Solve incident as quickly as
beginning to end (quality possible
control)

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Role Types and Responsibilities
Support Accountability
Role Type Responsibilities Goals
Problem Analyst  Investigates and diagnoses  Find underlying root causes of

  the incidents

Problem Manager  Identifies problems from the  Prevent future incidents

incident list

 
Customer Service  Accountable role for the  goals of  Effectively and efficiently
Manager
support decrease incidents and incident
solution time
 Covers incidents and problems

   Increases effectiveness of
resolutions and reduces costs

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Role Types and Responsibilities
Operations Accountability

Role Type Responsibilities Goals

Operator  Executes pre-planned tasks that
are instruction based
Administrator  Executes tasks that are not well
defined, requiring a deeper level
of knowledge
 To be predictable and follow
instructions
• Ensure predictable results

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Role Types and Responsibilities
Operations Accountability
Role Type Responsibilities Goals
Monitoring Manager  Responsible for Service • Ensure needed monitoring
Monitoring and Control (SMC) information is generated
SMF tasks

 Ensures that the right systems are

monitored

 Facilitates effective monitoring

mechanism

 Expert on how to monitor, not

what to monitor
Operations Manager  Accountable for Operations SMF  Ensure predictable, repeatable,
and Service Monitoring and and automated day-to-day
Control system management
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Role Types and Responsibilities
Operations Accountability
Role Type Responsibilities Goals
Operator  Executes pre-planned tasks that  To be predictable and follow
are instruction based instructions

 
Administrator  Executes tasks that are not well  Ensure predictable results
defined, requiring a deeper level
of knowledge

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Role Types and Responsibilities
Compliance Accountability
Role Type Responsibilities Goals
Risk and Compliance  Owns risk management,  Organization does not violate
Manager
compliance roadmap, laws or regulations
enforcement, and measurement
 Risks are identified and
  managed

 Policies are enforced

Assurance and  Audits design and operating   Well-understood control
Reporting
effectiveness of processes environment

 Investigates non-compliance  Independent validation of

compliance program
 Owns reporting and
recommendations  Fraud or undesired activity

  discovered

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Role Types and Responsibilities
Compliance Accountability
Role Type Responsibilities Goals
Internal Control  Manages internal control  Effective control environment
Manager
environment, document control documented with audit trails
objectives, and control design
 Appropriate retention of
 Retains evidence of control control operating evidence
activity

 
Legal  Analyzes regulations and  Policy reflects desired response
determines policy impact to regulation

 Evaluates legal position related to  Legal risks managed

compliance

 Represents legal opinion in

decision making
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Role Types and Responsibilities
Compliance Accountability
Role Type Responsibilities Goals
IT Policy Manager  Manages policy creation, change,  Effective use of policy to guide
and maintenance actions

 Owns policy communication  Awareness through clearly

written and communicated
 Owns improvements to policy
policies
effectiveness

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Role Types and Responsibilities
Solutions Accountability
Role Type Responsibilities Goals
Program Manager  Drives design, schedule, and  Ensure that individual projects
resources at the project level run smoothly, and build the

  right solution at the right time.

Tester  Tests to accurately determine the  Ensure all known issues are
quality of solution development resolved before release

 Identifies errors, bugs and faults

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Role Types and Responsibilities
Solutions Accountability
Role Type Responsibilities Goals
Release Management  Evaluates the solution design  Ensure a stable solution is
deployed to the production
 Documents operations
environment
requirements to ensure that they
are met by the design

 Creates a pilot, deployment plan,

and schedule

 Manages site deployment

Test Manager  Owns all the testing across all  Test matches production
project teams
 No surprises
 Develops testing strategy and
plans

 Ensures that best practice test 15

Role Types and Responsibilities
Management Accountability
Role Type Responsibilities
IT Risk and  Manages overall risk
Compliance Manager
management and compliance
programs
 Communicates GRC processes
and requirements to organization
Assurance and  Validates design and operating
Reporting
effectiveness of IT organization,
processes, and control
environment
 Recommends changes for
improvement
Goals
 Well-communicated GRC
processes and expectations
 Individuals understand their
GRC responsibilities and take
action accordingly
 IT organization constantly
under review and continually
being improved
 Board and shareholders
confident in management
decision and resulting
processes 16
Role Types and Responsibilities
Management Accountability
Role Type Responsibilities Goals
Change Manager  Manages the activities of the  Change that is planned and
change management process for understood, with risks that are
the IT organization managed

 
Configuration  Tracks what is changing and its  Configuration changes are
Administrator
impact recorded

 Tracks configuration items (CIs)  Maintains known state

 Updates CMS  Performs configuration audits

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 IT Management
Niels

Projects Security/US
Klaus Greg

IT Service IT Operations E-Applications Business App. App. Development

Kim Kim Kenneth Jesper Kjeld

Legend
Accountability Color

Support

Operations

Service

Compliance

Architecture

Solutions

Management
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 IT Management
Niels

Projects Security/US
Klaus Greg

Service Management
TBD

IT Service IT Operations E-Applications Business App. App. Development

Kim Kim Kenneth Jesper Kjeld

Legend
Accountability Color

Support

Operations

Service

Compliance

Architecture

Solutions

Management

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No Accountability
Microsoft Role Model
Financial
Portfolio Service Level Manager Change
Managers Manager Manager
Resource
Account Planner
Managers
Supplier Architecture Manager
Managers Service Capacity Manager
Skills Manager
Architects
Security Officer Security Infrastructure

Compliance Builders
Auditors Testers
Test Manager
Partner Release Configuration Manager
Release Manager
Release Coordinators

Service Desk
Operations Support
Operators Manager
Problem
Administrators Manager
Operations Incident
Area Managers
Manager Call Handler Incident Manager
Scheduling Monitoring Coordinator
Manager Manager Incident Problem
Resolver Analyst

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The Team SMF throughout MOF
Plan Phase:
Determine who is
involved in creating IT
strategy
Deliver Phase:
Determine who is part
of the project team and
how do they work
together
Operate Phase:
Determine what roles
and responsibilities are
needed to keep
Operations and
Customer Service
running smoothly
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Out of the Box User Roles
End Users* (Global scope)
Read-Only Operators (Global scope)
Incident Resolvers (Global scope)
Change Initiators (Global scope)
Change Owners (Global scope)
Activity Implementers (Global scope)
Advanced Operator (Global scope)
Authors (Global scope)
Workflows*
Administrators*
Administrators* [Data Warehouse]

*There is only a single user role based these profiles

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Organizational Analysis

Personas and Roles Exercises

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Contoso, Ltd.

Jeff Ford works at the IT Manager of Contoso,

Ltd. Jeff wants to make sure that he uses his
work force in the best way and that they do not
conflict with each other. Jeff has spend some
time with MOF and wants to build a new
organization based on the Team model in MOF.

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Contoso, Ltd.
Jeff Ford has decided not to change the
organization to much, but wants to make sure it
aligns with the roles in the MOF TEAM model
Reviews the roles described in the next 2 slides
MAP the roles to the people working at Contoso IT
today
Verify if they are used in the right way and if the right
responsibilities are given.
Which roles could be added (are messing) and who
would be the right people to own them?
Which roles do you see as conflicting?

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Contoso, Ltd.
The following Team roles should be assigned
to the IT staff at Contoso:
Customer Service Representative
Consoto Staff Name:
Incident Resolver
Consoto Staff Name:
Incident Coordinator
Consoto Staff Name:
Problem Analyst
Consoto Staff Name:
Problem Manager
Consoto Staff Name:
Customer Service Manager
Consoto Staff Name:
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Contoso, Ltd.
The following Team roles should be assigned
to the IT staff at Contoso:
Operator
Consoto Staff Name:
Administrator
Consoto Staff Name:
IT Policy Manager
Consoto Staff Name:
Change Manager
Consoto Staff Name:
Configuration Administrator
Consoto Staff Name:
Release Management
Consoto Staff Name:
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Contoso Scenario Personas
Name Face Title Responsibilities

Rob Windows  Deploys and maintains 200+ Windows

Young Server servers and applications
Admin
   Helpdesk Support staff escalate all
server issues to Rob
  For unhandled issues Rob escalates to
the Enterprise Systems Administrator

Judy Middle  Works in R&D departments and

Lew  Manager creates presentations for senior
(EndUser)
management and customers.
   Works with vendors to discuss contract
terms & expectations
 Collects product requirements
information from customers via phone.

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Contoso Scenario Personas
Name Face Title Responsibilities

Jeff IT Manager  Technical decision maker

Ford    Manages the IT staff responsible for
  infra-structure, desktop & server
deployment, &server administration &
operations.
 Concerned with driving down IT costs
 Evaluates technology solutions impact on
core business and IT resources

Anders IT  Responds to calls concerning network,

Riis Implementer desktop, and application problems 
 Addresses logon problems, password
resets, and most issues with desktop
applications
 Typically, handles 50+ calls each day

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Contoso Scenario Personas
Name Face Title Responsibilities

Neil Help Desk  Responds to calls concerning network,

Black Support desktop, and application problems
 Addresses logon problems, password
resets, and most issues with desktop
applications
 Typically, handles 50+ calls each day

Patrick Service  Manages and authors the creation of

Hines Desk Lead documentation, knowledge articles, SOPs
and escalation templates
 Audits analysts’ tickets, calls, and chat
sessions
 Backup phone or chat support
 Team SME

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Contoso Scenario Personas
Name Face Title Responsibilities

Karen Service • Manages tier 1 and/or 2 call/chat techs &

Toh Desk leads.
Manager • Throttles volume btw support
centers/clusters/agents
• Reviews all quality metrics
• Creates alert communications to end
users
• Works tightly with business units, product
teams and IT operations to ensure
customer service levels.

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Summary and Class Discussion
Identify Role Types needed for Service
Manager

Class Discussion

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Organizational Analysis Review
Questions
Goals of the TEAM SMF

Name 3 Role Types from the Team Model

What’s the difference between being

accountable and being responsible?

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Real life example!
TECH SUPPORT: "O.K. Bob, let's press the control
and escape keys at the
same time. That brings up a task list in the middle
of the screen. Now type
the letter "P" to bring up the Program Manager."
CUSTOMER: "I don't have a 'P'".
TECH SUPPORT: "On your keyboard, Bob."
CUSTOMER: "What do you mean?"
TECH SUPPORT: " 'P' on your keyboard, Bob."
CUSTOMER: "I'm not going to do that!

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The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not
be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation.
MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.
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