Blazing the Trail: From Solo Admin to Centre of Excellence
Journey with Jodi Wagner from being a Solo Admin to becoming a Salesforce MVP and Manager at Accenture. Explore key takeaways, defining a Solo Admin, quantifying and qualifying work, creating a plan, and governance. Get insights on resourcing, executing, and structuring a Center of Excellence.
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Presentation Transcript
Blazing the Trail from Solo Admin to Centre of Excellence Jodi Wagner Salesforce MVP & Manager at Accenture jodi.wagner@accenture.com Blog: www.forceofanarchy.com Twitter: @jmwagner
Blazing the Trail from Solo Admin to Centre of Excellence Jodi Wagner Salesforce MVP & Manager at Accenture jodi.wagner@accenture.com Blog: www.forceofanarchy.com Twitter: @jmwagner
Agenda 1. 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 How are you going to get there? Quantify Your Work Qualify Your Work Create a Plan Execute
What is a Solo Admin? Is it contagious? Training Managing Production Support Salesforce SME New User Admin Manage New Initiatives Help Desk Business Analysis
So What Do You Do All Day? Quantifying Your Work Support Intake Capture In Salesforce Measure!!
No, Really.. What Do You Do All Day? Qualifying Your Time Business Analysis Help Desk Training Salesforce SME Manage New Initiatives New User Admin Production Support Value Add Overhead
Creating a Plan The Who, Why, What and How What does your Salesforce landscape look like? Is there a roadmap in place for additional efforts with a timeline? Who will be impacted by any upcoming enhancements, including Winter, Spring and Summer releases? Is there a change management, training and communication plan in place for end users? Why are these enhancements being implemented, changes rolled out or new users being added? What is the value that users and the organisation will get from these enhancements? How will changes be implemented? How will the organisation scale to meet demand?
Resourcing for the Future Getting Assistance 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
Centre of Excellence Defining a Governance Structure Governance Governance is the processes that ensure the effective and efficient use of technology in enabling an organization to achieve its goals. Business Management Business Management Empower the business: know what to deliver, why it is important and the value to the business Change Management Process to manage enhancements, timely delivery to market, prioritization and utilization of resources Change Management Support Management Governance Release Management Ensure highest quality with structured processes and methodology Release Management Support Management Subject Matter Expertize, responsiveness and education
Summary Tying it all Together 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
