moving from solo admin to center of excellence
TRANSCRIPT
Moving from Solo Admin to Center of Excellence November 30, 2016
Today’s Speakers
Gillian Bruce Admin Evangelist Salesforce @gilliankbruce
Jodi Wagner Technical Delivery Manager Accenture @jmwagner
Forward-Looking Statements
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This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of product or service availability, subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services.
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Today’s Agenda
• Introduction
• Quantifying & Qualifying Your Work
• Planning & Executing Your COE
• Resources
• Q&A
Introduction
What is a Center of Excellence?
A center of excellence (CoE) is a group of people who promote collaboration and best practices to ensure great business results.
Center of Excellence
Business Management
Release Management
Change Management
Support Management
What is a Solo Admin?
Production Support Manager
Business Analyst
New User Admin
Trainer Salesforce SME
Manager of New
Initiatives
Help Desk
Aka… Multi-tasker
Wearer of many hats Juggler
Jodi’s Situation as a Solo Admin
• 450 Users è Grew to 1200 Users
• 2 Apps
• 8 Business Lines è +5 Business Units
• Activity Management è + Sales Planning
• Opportunity Management è + Territory Management
How Are You Going to Get There?
Quantify Your Work
Qualify Your Work
Create a Plan Execute
Quantifying & Qualifying Your Work
So What Do You Do All Day? Quantifying Your Work
Support Intake
Capture in Salesforce
Measure
No, Really.. What Do You Do All Day? Ways to Quantify Your Time
Qualifying Your Time No, Really... What Do You Do All Day?
Value Add Overhead
New User Admin
Help Desk
Production Support Manager
Manage New
Initiatives
Salesforce SME
Business Analyst Trainer
Planning & Executing Your CoE
Creating a Plan to Scale for the Future Define what, who, why and how
What
What does your Salesforce landscape
look like?
Is there a roadmap in place for additional
efforts with a timeline?
Who
Who will be impacted by any upcoming enhancements,
Salesforce releases?
Is there a change management, training and communication plan in place for end
users?
Why
Why are these enhancements being
implemented, changes rolled out or new users
being added?
What is the value that users and the
organization will get from these
enhancements?
How
How will changes be implemented?
How will the organization scale to
meet demand?
Resourcing for the Future
Additional Resources:
• Onsite team
• Extended team in IT
• Premier Support
• Consultants
• Managed Service contracts
Guidelines for Additional Assistance
Number of Users Administration Resources
1-30 users < 1 full-time administrator
31-74 users 1+ full-time administrator
75-149 users 1 senior administrator, 1 junior administrator
150-499 users 1 business analyst, 2-4 administrators
500-750 users 1-2 business analysts, 2-4 administrators
> 750 users Depends on variety of factors
Center of Excellence Defining a Governance Structure
Center of Excellence
Business Management
Release Management
Change Management
Support Management
• 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 on building a business case
Tying it All Together
Resources
Resources
Dreamforce Session: Building a Center of Excellence (CoE) to Manage Complex Business Environments
ButtonClick Admin Podcast: • Glenn Weinstein on being a better CIO
• Managing User Permissions with Justice Sikakane
Trailhead: Change Management Badge, Managing Change with a Governance Framework Unit
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Thank Y u