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Blazing the Trail from Solo Admin to Centre of Excellence
Jodi WagnerSalesforce MVP & Manager at Accenture
jodi.wagner@accenture.comBlog: www.forceofanarchy.comTwitter: @jmwagner
Jodi Wagner Salesforce MVP & Manager at Accenture
jodi.wagner@accenture.comBlog: www.forceofanarchy.comTwitter: @jmwagner
Blazing the Trail from Solo Admin to Centre of Excellence
Agenda1. Introduction – Key Takeaways
2. What is a Solo Admin?
3. Quantifying Your Work
4. Qualifying Your Work
5. Creating a Plan
6. Execution: Resourcing for the Future
7. Governance / CoE Structure
Key Takeaways
Quantify Your Work
Qualify Your Work
Create a Plan Execute
How are you going to get there?
What is a Solo Admin? Is it contagious?
Managing Production
Support
New User Admin
Training
Salesforce SME
Manage New
Initiatives
Business Analysis
Help Desk
So What Do You Do All Day?
Support Intake
Capture In
Salesforce
Measure!!
Quantifying Your Work
No, Really.. What Do You Do All Day? Qualifying Your Time
Production Support
New User Admin
Training
Business Analysis
Help Desk
Value Add Overhead
Salesforce SME
Manage New
Initiatives
Creating a Plan
• What does your Salesforce landscape look like?
• Who will be impacted by any upcoming enhancements, including Winter, Spring and Summer releases?
• Why are these enhancements being implemented, changes rolled out or new users being added?
• How will changes be implemented?
• Is there a roadmap in place for additional efforts with a timeline?
• Is there a change management, training and communication plan in place for end users?
• What is the value that users and the organisation will get from these enhancements?
• How will the organisation scale to meet demand?
The Who, Why, What and How
Resourcing for the Future
• Onsite team to support business processes and reporting
• Extended team in IT to provide development support
• Premier Support for after hours support
• Consultants for project / initiative resourcing
• Managed Service contracts during transitions
Getting Assistance
Centre of Excellence Defining a Governance Structure
GovernanceGovernance is the processes that ensure the effective and efficient use of technology in enabling an organization to achieve its goals.
Business ManagementEmpower the business: know what to deliver, why it is important and the value to the business
Change ManagementProcess to manage enhancements, timely delivery to market, prioritization and utilization of resources
Release ManagementEnsure highest quality with structured processes and methodology
Support ManagementSubject Matter Expertize, responsiveness and education
Governance
Business Managem
ent
Support Managem
ent
Release Managem
ent
Change Managem
ent
Summary
• Quantify the Amount of Time Spent on Various Groups of Tasks
• Qualify the Types of Tasks being Completed to Identify Value Added Items
• Create a Plan that includes a Roadmap and Resourcing for the Future
• Execute –Build a Business Case
Tying it all Together
thank y u
The IT v Business Debate Who owns what?
What area should “own” Salesforce and its support?
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