MSIS Workforce Capacity Resources Now at Your Disposal!

-- Gray Carper

MSIS Performance & Improvement Management is pleased to announce the availability of a collection of dashboards that help you see the demand on, and capacity of, MSIS staff, teams, and the organization as a whole.

Why Examine Capacity?

Looking at your capacity gives you a sense of how much work you, your team, and the organization can do. When you know how much work can be done, you can make informed decisions about what to do when you don’t have enough capacity or when you have too much. This supports areas like staffing, effort planning, emergency response, project governance, performance improvement, and service level commitments.

What Dashboards Do We Have?

There are currently four available, with others planned for the future.

1. ZenDesk Ticket Work Capacity. Navigate to Insights, open the Advanced Metrics drop-down, choose Solutions Delivery KPIs, and select the Capacity Worksheet tab.
2. Remedy Ticket Work Capacity. Our work in Remedy is mostly confined to one group (MSI-MSIS), and that covers quite a few MSIS teams, but you can filter down to a set of team members to see data for your team.
3. JIRA Project Work Capacity. JIRA is project-focused (as opposed to being focused on functional teams), so it has a similar limitation to Remedy, but assignee filtering can give you a functional team view.
4. Schedulon Reserved Work Capacity. This dashboard focuses solely on the A/V Support Team, which has a significant portion of their work recorded in Schedulon.

How Do I Use Them?

Check out the MSIS Workforce Capacity Dashboards page in Confluence for dashboard descriptions and usage suggestions.

What’s In Store for the Future?

• Enriching the data (e.g. showing how demand and capacity are split across different kinds of work within a team)
• Integrating the data (e.g. allow you to see work tracked in different systems - like JIRA and ZenDesk - side-by-side)
• Adding more data sources (e.g. ITS Footprints, for teams that track work there)
• Capacity Management (a methodical way of using this data to enhance workforce decision-making)

Questions?

Interested to learn more about our capacity dashboards or have suggestions for improvement? Just send a note to msis-pim-questions@umich.edu.