Use Cases - Workforce and Talent Management
The purpose of Workforce and Talent Management is to ensure the organization has the right people, with the appropriate skills and knowledge, in the correct roles to support its business objectives.
This use case covers a broad set of activities focused on successfully engaging with the organization’s employees and people resources that include planning, recruitment, onboarding, learning and development, performance measurement, and succession planning.
According to ITIL v4, the scope of Workforce and Talent Management covers:
Holistic organizational planning that includes the organizational structure, culture, competencies, and other factors
Managing and improving the organization’s identity and image
Managing the organization’s workforce
Managing the organization’s talents
Managing and improving employee journeys and experiences
Ensuring ongoing oversight of people’s roles, behaviors, and experiences in the organization
ASM fulfills this use case by incorporating a number of capabilities (Bold text are hyperlinks).
Partitioning. Partitioning allows HR to segregate these activities from the IT Service and Support Organization whilst easily allowing sharing of data and work items where necessary (onboarding, offboarding etc.)
Federated CMDB, Service Catalog, and CMDB Item Types. You can use the CMDB to hold all roles, Candidates, Employee Records, Training Catalogues and different Employee Journeys.
Workflow Management. You can use the workflow management module to manage the end to end Employee Journey.
Dynamic Screens. Dynamic Screens allow you to fit the model to your organization exactly.
Planning your Implementation
To implement workforce and talent management in Alemba Service Manager, you can follow these general steps:
Define your requirements: Determine the specific workforce and talent management needs of your organization. This may include areas such as resource allocation, skills management, capacity planning, performance management, training, and development.
Configure the system: In Alemba Service Manager, configure the application to align with your organization's requirements. This may involve creating custom fields, forms, and workflows to capture and manage relevant information.
Define resource roles: Identify the different roles and job profiles within your organization. Assign appropriate permissions and access levels to each role based on their responsibilities.
Manage skills and qualifications: Create a skills inventory and define the qualifications and certifications required for each role. Capture this information within the Alemba Service Manager system CMDB for each 'Role'.
Resource allocation and scheduling: Utilize the resource management capabilities of Alemba Service Manager to assign resources to specific tasks, projects, or incidents. Ensure that resource availability and skill matching are taken into account during the scheduling process.
Training and development: Utilize the CMDB and Workflow capabilities within Alemba Service Manager to manage training programs, track employee progress, and ensure the development of necessary skills.
Reporting and analytics: Leverage the reporting and analytics features of Alemba Service Manager to gain insights into your workforce and talent management processes. Monitor key metrics such as resource utilization, skills gaps, and training effectiveness.
Continuous improvement: Regularly review and refine your workforce and talent management processes based on feedback, analytics, and changing business needs. Continuously update the system configuration and adapt your practices to optimize performance.
It's important to note that ASM provides a flexible platform for IT Service Management (ITSM) and Enterprise Service Management (ESM), and while it may have some capabilities related to workforce and talent management, it might not provide all the features required for a comprehensive solution. In such cases, you may need to integrate with other specialized workforce management or human resources systems to meet your specific needs using Logic Apps, Webhooks, or the Alemba API.