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Managing Skillsthrough
Complexity and Change
Andy ThomsonC o n s u l t i n g Pa r t n e r, Q A
C h a i r o f t h e S F I A C o u n c i l
For managers
Attracting/finding the right-fit skills
Supporting career development
For individuals
Transfer & Promotion
within a team / between teams
Building experience
Stepping up to management
Can team managers articulate what skills they need?
Can individuals see opportunities for development?
Can they see the skills required for a particular position?
Skills management challenges …
Skills-focused resource management
Skills
framework
Recruitment
Clear requirements
Transparent career paths
Commitment to staff
development increases the
value proposition
Deploy skills
The right skills in the
right teams
Cross-team / cross-
region opportunities
Succession planning
Gives clarity to promotion
decisions
Clear indication of 'bench
strength'
Define skills
Skills needed to underpin and
grow business capability
Skills Profiles for function /
team / role
Develop skills
Plan L&D spend based on
business priorities
Business-driven personal
development targets
Common Language
Shared reference model
Consistent semantics
"Skills Framework for the Information Age“
A 'dictionary' of skill descriptions for IT, IS and business change
~100 skills (SFIA v6 v7) in 6 categories:
Vendor-neutral, technology-neutral
Aligned to defined levels ofresponsibility, on a 7-level scale
Free to download for internal, non-commercial purposes
Registration at www.sfia-online.org
SFIA Foundation – Governance, licensing, ownership of ™ ® and ©
SFIA Council - User organisations & partners worldwide (e.g. QA)
What is SFIA?
Strategy & Architecture
Change & transformation
Development & Implementation
Delivery and operation
Skills and quality
Relationships and engagement
SFIA defines 7 levels based on
Typical alignment in organisations* (*based on consulting experience)
SFIA levels
Autonomy + Complexity + Business skills
+ Influence + Knowledge
Selected SFIA skills that support the role's purpose.
SFIA skills profile
SFIA Skills (Skills listed in SFIA framework sequence, which does not reflect relative priority or importance )
Skill nameSFIA
Code
SFIA
LevelContext
Technical specialism TECH 4
Systems installation /
decommissioningHSIN 3
Problem management PBMG 3
Incident management USUP 3
Customer service support CSMG 3Applicable to Desktop
and Service Desk roles
[Company name]
IT ServicesUser Support Technician
Purpose summary
• Provide standard and advanced support services to users on desktop incidents and service requests.
• Provide technical advice to internal and external customers, as required.
• Resolve issues within agreed timeframes or escalate as appropriate.
SFIA skill-level description selected for this role
Maintains knowledge of specific specialisms, provides detailed advice regarding their application and executes
specialised tasks. The specialism can be any area of information or communication technology, technique, method,
product or application area.
Installs or removes hardware and/or software, using supplied installation instructions and tools including, where
appropriate, handover to the client. Conducts tests, corrects malfunctions, and documents results in accordance with
agreed procedures. Reports details of all hardware/software items that have been installed and removed so that
configuration management records can be updated. Provides assistance to users in a professional manner following
agreed procedures for further help or escalation. Reviews change requests. Maintains accurate records of user requests,
contact details and outcomes. Contributes to the development of installation procedures and standards.
Investigates problems in systems, processes and services. Assists with the implementation of agreed remedies and
preventative measures.
Following agreed procedures, identifies, registers and categorises incidents. Gathers information to enable incident
resolution and promptly allocates incidents as appropriate. Maintains records and advises relevant persons of actions
taken.
Acts as the routine contact point, receiving and handling requests for support. Responds to a broad range of service
requests for support by providing information to fulfill requests or enable resolution. Provides first line investigation
and diagnosis and promptly allocates unresolved issues as appropriate. Assists with the development standards, and
applies these to track, monitor, report, resolve or escalate issues. Contributes to creation of support documentation.
One for each distinct role, across department
Improved definition of roles is a commonly quoted benefit
May be keep separate or used to refresh & update job descriptions
Top-down approach
- Business-driven
Clear career choices
& paths
Library of Skills Profiles
Head of function
Team Leadskills profile
Senior role skills profile
Junior role skills profile
Team Leadskills profile
Team role skills profile
Head of function
Specialist role
skills profile
Managerskills profile
Team Leadskills profile
Team role skills profile
Team Leadskills profile
Team role skills profile
'Satellite view' of SFIA skills for a team or job-family
'Average level‘
Shows a clear skills increment from role to role
Validates profiles and perceived role levels
Management aid to resource planning
SFIA Skills Matrix
SFIA 6 Framework
Junior User
Support
Technician
User
Support
Technician
Senior
User
Support
Technician
User
Support
Manager
Technical specialism TECH 4 5Systems installation/decommissioning HSIN 2 3 4 5Problem management PBMG 3 3 3Incident management USUP 3 3 3 4
Performance management PEMT 5Customer service support CSMG 2 3 4 5
Average SFIA Level: 2.3 3.2 3.8 4.4
[Company name]
IT Services
Service Delivery
IT User Support
Pressures on CIOs, Service Managers and HR Business Partners – and teams
Resourcing
challenges
Increased
complexity
Rapid
change
New
approaches &
"Hot issues"
50 Kg 50 Kg 50 Kg 50 Kg
Outsourced
services
50 Kg
Referencing positions in a
fixed team structure
Skillset is defined for each position.
Completeness check is:
1x Skills Profile : 1x Job description
Changing skills needs may mean redrafting Job descriptions
Although SFIA helps to bring clarity to skills and
shows development opportunities (etc.), …
defining job positions in a team context restricts flexibility.
Dealing with Complexity & Change -1
Dealing with Complexity & Change -2
Animation licensed under Creative Commons Attribution-Share Alike 3.0 Unported
SFIA skills are building-blocks, combined to define roles
Analyse
What are deliverables from business / IT functions (now & future)?
What skills are needed to produce those deliverables?
Synthesise
Skills Profiles map skills to specific job-positions in team structure
(Job Description for each position)
Restructure or create new roles by re-mapping skills
Hybrid roles (DevOps) or project-specific roles
Repeat as required
1. Focus on the organisation
Identify skills required
2. Focus on people
Plan individual
development
Further information:
www.sfia-online.org
www.qa.com/sfia
Managing skills development
1.
2.
Get SFIA support from accredited consultants:
• (UK) [email protected]
• (CZ) [email protected]
