Methodology
• Categorize all operating tasks within one of four operating quadrants
– Supporting: Break and fix oriented tasks; user issues; application outage, etc
– Operating: Task needed to keep the wheels turning -- backups, routine jobs, admin work
– Changing: Application updates, small code drops; hardware renewal
– Optimizing: Large projects, version upgrade, performance management
• Determine in which quadrant the critical tasks are located
– What type of work will we focus on in the event of a crisis
– What type of work can we stop doing without affecting our services
• Determine amount of time spent on activities from within each quadrant
– Calculate how many FTEs are assigned to each quadrant
– Determine how many FTEs can be reassigned to other functions.
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Geographic Skill Matrix Overview
Knowledge External
Team FTE SAN Messaging Collaboration
Management Website
Europe 60 2 6 0 0 0
Americas 128 8 9 2 13 6
Total FTE ‘s 188 10 15 2 13 6
Minimum FTE’s 2 3 1 5 1
required to
support skill
25% reduction 141 7 11 1 9 4
50% reduction 94 5 7 1 6 3
75% reduction 47 2 3 0 3 1
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Individual Skill Matrix Overview
Knowledge Web
FTE Location Team SAN Messaging Collaboration
Management site
Joe Glen Mills Hosting Ctr. 3 4 4
Platform
Jane London 1 2 2 3
Architecture
Charlie Chicago Platform Dev. 1 2 4 3
Theresa Prague Help Desk 5 1
Blank = No experience
1 = limited experience
2 = some experience - basic knowledge
3 = good experience - can do configuration setup, some basic troubleshooting
4 = strong experience - strong troubleshooting, configuration, setup skills
5 = very strong experience - configure, troubleshoot - go to person
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