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 section is designed to show you how to take the capabilities of ASM and leverage them to solve your own business and process issues. Each section gives a condensed, self-guided workshop on implementing the given capability. Many times, the content will refer you to specific ASM Product Documentation pages, rather than repeat what has already been documented.

Making the Case for Workforce and Talent Management

Integrating Workforce and Talent Management with an ITSM System like Alemba Service Manager (ASM) offers numerous advantages that align with the strategic and operational needs of modern organizations. Below are key reasons this integration is ideal:

1. Centralization of Data and Processes - Holistic View: ASM provides a central repository for all organizational data, including roles, employee records, skills, and qualifications. This centralization facilitates a holistic view of the organization's workforce and talent capabilities, ensuring that decision-making is informed and strategic.

2. Enhanced Collaboration and Communication - Cross-Departmental Integration: By using an ITSM system for workforce and talent management, departments across the organization can easily share data and collaborate on initiatives. This seamless integration supports effective onboarding, offboarding, and the management of employee journeys.

3. Streamlined Workflows - Automated Processes: The workflow management capabilities within ASM allow for the automation of numerous workforce management processes, from recruitment to succession planning. This automation reduces manual effort, minimizes errors, and ensures consistent application of policies.

4. Customization and Flexibility - Adaptability to Organizational Needs: With features like dynamic screens and custom fields, ASM can be tailored to fit the unique structure, culture, and requirements of your organization. This flexibility supports effective management of diverse talent pools and complex organizational hierarchies.

5. Resource Optimization - Skills and Qualification Management: The system's capacity to manage and track employee skills, qualifications, and certifications supports effective resource allocation and scheduling. This ensures that the right personnel are assigned to the right tasks, optimizing operational efficiency.

6. Continuous Improvement and Adaptability - Data-Driven Decision Making: ASM's reporting and analytics capabilities provide valuable insights into workforce and talent management performance. This data enables continuous evaluation and improvement of processes based on actual outcomes and evolving business needs.

7. Integration Capabilities - Extensibility with Other Systems: Although ASM offers extensive functionalities, its integration capabilities with other specialized systems (using Logic Apps, Webhooks, or the Alemba API) mean that any gaps in workforce and talent management can be bridged, offering a comprehensive solution without compromising on the specificity or functionality of additional HR tools.

Leveraging an ITSM System for Workforce and Talent Management

Leveraging an ITSM System like ASM for Workforce and Talent Management not only streamlines operational processes but also empowers strategic decision-making and fosters a dynamic, adaptable organizational culture. This integrated approach positions organizations for success in an increasingly complex and competitive landscape.

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.

1. 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.)

2. Federated CMDB, Service Catalog, and CMDB Item Types. You can use the CMDB to hold all roles, Candidates (Candidates are CI until the point of hire), Employee Records, Training Catalogues and different Employee Journeys.

3. Workflow Management. You can use the workflow management module to manage the end to end Employee Journey.

4. 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:

1. 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.

2. 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.

3. 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.

4. 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'.

5. 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.

6. 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.

7. 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.

8. 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.