Staff a Service Team

As a manager, you can assign a team of resources or roles to work on a service. You can implement many of the same features that are available for projects. For example, when working with service teams, you can engage in the following activities:
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As a manager, you can assign a team of resources or roles to work on a service. You can implement many of the same features that are available for projects. For example, when working with service teams, you can engage in the following activities:
  • Plan capacity by role.
  • Add or update resources and roles by OBS.
  • Change staff roles and requirements.
  • Shift and scale allocations for roles or resources.
IT analysts, engineers, consultants, and other staff can record the time that they work on services, incidents, and requests on their timesheets.
Services are not associated with tasks and staffing them does not result in long-term commitments for any resources.
Add Resources or Roles to a Service Team
To staff a service, add specific named labor resources, nonlabor resources, or roles as placeholders.
  • Resources are automatically allocated at 100 percent of their available working days.
  • You can adjust allocations, over-allocate resources, or automatically allocate only the remaining availability of the resource.
  • You can add multiple instances of a role to a service but not multiple instances of the same named resource. For example, assign a developer role twice to represent two different requirements for a resource with developer skills.
Follow these steps:
  1. Open a service and click Team.
  2. Review the team staff page for the service
     
    before you add more staff. The page contains the following columns and icons:
    • Properties icon
      Opens the resource profile. You can view profile information and change allocations, including planned and hard allocations.
    • Resource Finder icon
      Opens the Find Resources page for the selected resource. You can replace the resource or role with a different one.
    • Resource Allocation
      Opens the Resource/Role Allocations page. You can update the resource allocation.
    • Role
      Displays the role of the resource for this assignment. The role can be different from the primary role selected in the resource profile.
    • Time
      Displays a yellow checkmark if the resource or role is allowed to enter timesheet values for this investment.
    • Booking Status
      Displays one of the following resource or role booking status values:
      • Hard
        : The resource is committed to the investment
      • Soft
        : The resource is tentatively scheduled for the investment.
      • Mixed
        : Both soft and hard allocation exist for the resource.
    • Start
      Displays the team member allocation start date. If the date is not defined, the default is the start date of the investment.
    • Finish
      Displays the team member allocation finish date. If the date is not defined, the default is the finish date of the investment.
    • % Allocation
      Displays the percentage the team member is allocated to the investment.
    • Allocation
      Displays the number of hours the resource is tentatively booked to the investment. Unless you change the booking dates, staff members are automatically booked for the entire duration. You cannot directly edit the allocation. You can change the allocation using the following methods:
      • The setting allocation options
      • The new allocation curves that are defined on the resource staff member properties page
      • The Shift Allocation option
    • Allocated Actuals
      Displays the total number of hours of the resource to date on the investment.
    • Incident Actuals
      Displays the time posted to incidents associated with this investment.
    • Total Actuals
      Displays the aggregated total actual time posted against the investment. The value is the sum of the allocated actuals and the incident actuals.
  3. To add resources and roles, click
    Add
    .
    The select resource page appears.
  4. Select the resources and roles to add to your service staff.
    Use a role as a placeholder when you do not know the name of the resource. Or, use role if the resource is not available for staffing on your service.
  5. Use the Search Filter to find resources or roles by name or other criteria.
  6. Click Add to add the resources or roles you select.
  7. (Optional) To add team members to your service at the OBS level, click Add/Update by OBS.
  8. (Optional) You can book overallocated resources to a service. When the available hours are less than the number of requested hours, the remaining availability confirmation page appears to indicate that the resource is overbooked. 
    • If you book the resource at 100 percent (default) of their availability, the 100% Resource Allocation column lists the number of hours used.
    • The Remaining Availability column indicates the actual number of work hours the resource has available to work on the service.
    Select one of the following options:
    • Overallocate
      Over-allocates the resource.
    • Remaining Only
      Books the resource for the amount that is listed in the Remaining Availability column.
  9. (Optional) To remove a resource, select its check box and click Remove.
    You cannot remove a resource if they posted actuals or if they submitted actuals pending for the service.
  10. Save your changes.
Define Staff Requirements for a Service
After adding the resource or role to your service, use the resource or role staff member page to modify the staffing requirement.
Follow these steps:
  1. Open the service and click Team.
  2. Click the Properties icon for the resource or role.
  3. Edit the staff member properties:
    • Requirement Name
      Displays the name of the staffing requirement.
    • Start and Finish Date
      Defines the team member allocation start date and finish date for the investment. 
      Default: The investment start date and the investment finish date.
    • Default % Allocation
      Defines the percentage of time to allocate the resource to the investment (you can enter 0 percent). The change updates the Allocation and Allocation % columns on the investment team staff page.
    • Booking Status
      Indicates the commitment level for the staff member allocation. Staff member bookings are soft, hard, or mixed. The booking status is set automatically when team members are booked or their allocation changes.
    • Request Status
      Determines the staffing requirement type. 
      Default: New
    • Resource
      Displays the resource associated with the requirement.
    • Investment Start and Finish Date
      Displays the start and finish date of the investment.
    • Investment Role
      Defines the role for which resources are requested for the investment. 
      Example: Developer, Business Analyst, Architect
    • Staff OBS Unit
      Defines the Staff OBS Unit.
      Default: The investment Staff OBS Unit value, if defined.
    • Open for Time Entry
      Specifies if the resource can use timesheets to track time that is spent on task assignments. When cleared, the resource cannot log time on any project.
      Default: Selected
  4. Complete the following fields in the Resource Search section:
    • Resource Employment Type
      Indicates if the resource is a contractor or a full-time employee.
    • Resume Keywords
      Defines the keywords from the resume of the resource.
    • Planned Allocation
      Defines the total percentage of time the resource is planned to be allocated to the investment, as requested by the investment manager. The allocation also specifies the start and end dates.
    • Hard Allocation
      Defines the total percentage of hard-booked allocation of the resource to the investment (as entered by the resource manager). The allocation also specifies the start and end dates of the allocation. No hard allocation value exists until the resource manager hard-books the allocations.
  5. Save the changes.
Examine Role Capacity for a Service
Use the aggregated view of all role demand to plan the staffing requirements for a service. You can examine the capacity of each resource by role.
Follow these steps:
  1. Open a service and click Team.
  2. Click the Team menu and select Role Capacity.
  3. View role allocation for the service and compare it with the allocations for other investments or services. The investment hierarchy aggregates the data of a role and each subinvestment allocates a specific percentage to the service.
  4. View available role capacity for the service and subinvestments.
  5. You can also view resources without a team role in the [No Role] row.
  6. (Optional) View this information from inside or outside a scenario. For example, a role can appear to be over-allocated. Click the Staff icon to open the team staff page and examine the resources that are using the role.
Define Resource Allocations for a Service
A staff allocation represents the assignment of a specific resource to a service. Staff members are automatically booked for the entire duration of the service. You can change the booking dates and other staff allocation information.
Follow these steps:
  1. Open the service, and click Team.
  2. Edit the following fields:
    • Resource
      Displays the resource name. Click the resource name link to open the resource properties.
    • Role
      Defines the resource role for the investment.
    • Time
      Indicates if the resource can enter time for their completed work on the investment.
    • Booking Status
      Indicates the resource booking status for the investment.
    • Start and Finish
      Defines the start and finish dates the resource is booked to the investment. When you change the dates, the value in the Allocation column is updated.
    • % Allocation
      Defines the default amount this resource is allocated to this investment. You can enter zero (0) as the allocation percentage. Changes also update the value in the Allocation column.
    • Allocation
      Displays the number of hours the resource is tentatively booked. An allocation amount is generated for each resource by multiplying the total number of working days between the service start and finish dates (including the start and finish dates) by the number of hours the resource is available to work each day. ETC is based on the number of hours a resource is assigned to the service.
    • Allocated Actuals
      Displays the total number of hours that the resource has been assigned to this investment.
    • Incident Actuals
      Displays the time posted to incidents associated with this investment.
    • Total Actuals
      Defines the total actuals posted for this resource.
  3. Save the changes.
Adjust Resource Allocations for a Service
You can adjust resource allocations including extending a resource assignment or unbooking a hard-booked resource.
For example, the planned or default allocation for a resource is 100 percent. The resource is booked to work on your service from April 1 to July 1. The resource is also scheduled to work on another service 50 percent of the time from April 1 to April 30. The resource plans to be away on vacation from May 15 to May 22. In this case, you can create two allocation curves. One curve indicates a deviation to 50 percent from April 1 to April 30. Another curve indicates a deviation to 0 percent from May 15 to May 22.
Follow these steps:
  1. Open the service, and click Team.
  2. Click the Properties icon next to the resource and examine the following items:
    • Planned Allocation
      This curve represents the total 
      planned
       (default) allocation amount that the service manager originally requested.
    • Hard Allocation 
      This curve represents the allocation amount that the resource manager commits.
    The booking status for a resource automatically adjusts to changes in the planned and hard allocation curves. The project management Allow Mixed (default) Booking setting determines your ability to view the Hard Allocation section.
  3. In the
    Default % Allocation
    field, enter the percentage of time for the resource that is allocated to the service. For example, enter 0, 50, or 100 percent.
    The change is reflected in the
     Allocation
    and
    Allocation %
    columns on the team staff page.
  4. Examine the planned and hard allocations for your services and identify deviations from the
     Default % Allocation
    field.
  5. Create one row for each deviation from the default allocation. Continuing our example at the beginning of this topic, create two rows:
    1. One row represents the period when the resource works at 50 percent.
    2. A second row represents the period when the resource works at 0 percent (out of office).
  6. To create a planned or hard allocation period:
    1. Enter a Start date for the period.
    2. Enter a Finish
       
      date for the period.
    3. Enter the percentage of time you expect them to work (as tentative or committed) in the
       
      % Allocation field. For example, enter 0, 50, or 100 percent.
  7. Save the changes.
Shift, Commit, or Accept Resource Allocations
You can make the following types of changes to resource allocations:
  • Shift Allocation
    : You can shift or scale all or a portion of the resource allocations in a service. Shift allocations to extend them beyond the allowable time-scaled view, which is six months. For example, an allocation starts May 1 at its default rate of 100 percent until May 31. The allocation extends through June at the reduced allocation of 50 percent. If you change the start to June 1, the allocation shifts from June 1 through July 1 (31 calendar days) at 100 percent. Then it extends through August 2 at 50 percent. You can also shift allocations for time spans that contain no segments.
  • Commit Planned Allocation
    : You can set the hard allocation to equal the planned allocation. To hard-book the segments, edit the planned allocation segment for a resource. A resource with a hard booking status implies that the resource is fully committed. Committing planned allocation does not reset the default allocation percentage.
  • Accept Hard Allocation
    : You can remove soft-booked segments in the Planned Allocation section. All segments are reset to equal the hard-booked committed segments.
Follow these steps:
  1. Open the service, and click 
    Team
    .
  2. Select the check box next to the resource to shift allocations.
  3. To shift or scale allocations:
    1. Open the 
      Actions 
      menu, and click 
      Shift Allocation
      .
    2. In the Time Span to Shift
       
      section, change the start and finish dates that the resource is allocated to work on the service. As you move data, segmented allocation dates are kept intact, even when the percent allocated for each segment changes.
    3. In the Time Shift Parameters
       
      section:
      • In the 
        Shift to Date
         field, enter the date when you want the shifted allocation to begin.
      • In the 
        Shift Cut-off Date
         field, enter the ending date for shifting allocations. Allocations cannot shift beyond the last date.
      • In the 
        Scale Allocation % By
         field, enter the percentage change in the allocation that is required for the shift.
  4. To commit the planned allocation so that it becomes the hard allocation:
    1. Open the
      Actions
      menu, and click
      Commit Planned Allocation
      .
      The confirmation page appears.
    2. Click Yes.
  5. Conversely, to accept the hard allocation and reset the planned allocation to match the hard allocation:
    1. Open the
      Actions
      menu, and click
      Accept Hard Allocation
      .
      The confirmation page appears.
    2. Click
      Yes
      .
      All allocations are fully committed. All segments are reset to equal the hard-booked committed segments. The
      Booking Status
      value changes to 
      Hard
      . The
      % Allocation
      and
      Allocation
      column values are updated.
  6. Save the changes.
    The changes appear in the
    Allocation
    column on the staff page of the service team.
Set Allocations for Multiple Team Members
You can set the allocations of multiple team members at the same time.
Follow these steps:
  1. Open a service and click
    Team
    .
  2. Select the check box next to the resource to update allocation.
  3. Click the
    Actions
    menu, and click
    Set Allocation
    .
  4. In the General section, set the following allocations for the selected team members:
    • Start Date and Finish Date
      Defines the dates when the allocation starts and ends. 
      Select the 
      Reset to Match Investment Start Date
       check box to reset the resource staffing requirements to match the service start and finish dates.
    • Default Allocation %
      Defines the resource allocation for the service.
  5. Select the 
    Clear existing allocation segments
     check box in the Existing Allocation Segments section of the page. Such selection removes all allocation segments for the selected team members.
  6. To create an allocation segment for the selected team members, complete the following fields in the New Allocation Segments section:
    • Start and End
      Defines the dates when the allocation starts and ends.
    • % Allocation
      Defines the percentage that the resource is allocated to the service.
  7. Save the changes.
Edit Planned and Committed Allocations for a Service
As a service manager, you want to answer the following questions:
  • How much resource availability do I have for a service?
  • Which resources are overbooked or under booked, and by how much?
You can examine the planned and committed allocation for a service by resource and by time period in a graph.
Follow these steps:
  1. Open a service.
  2. Click the Team menu and select Detail.
    Allocations appear by resource, allocation, and time period.
  3. Scroll over a time period.
    A note with a brief summary appears.
  4. Examine the time period columns and allocation colors. The columns are set to 
    weekly
     by default, and always start with the current week.
    • Yellow indicates resources that are allocated at or under availability for that time period.
    • Red indicates resources that are over-allocated. The amount of time that is booked exceeds availability for that time period.
    • Green indicates resource allocations to other investments, ideas, or services.
  5. To edit the time-related values, click in the graph. For example, you can edit the time cells for each resource.
  6. Save your changes.
Replace Resources on a Service Team
You can replace the staff members who are assigned to a service team. Use the availability score to find a replacement with similar skills. You can replace a resource with a different resource and can replace a role with a resource.
The replacement process can result in over-allocated resources. If possible, advise the original staff member to complete and post their time entries before the replacement occurs.
Follow these steps:
  1. Open a service, and click Team.
  2. Next to the name of the resource to replace, click the Resource Finder icon.
  3. Examine the following fields:
    • Availability
      Identifies the assignment period and the number of hours for the resource allocation. The replacement operation transfers the dates and the hours to a new replacement.
    • Availability Match 
      Displays a score that factors in the duration of the assignment (work period) and the availability of each matching resource. The higher the score, the closer the match.
      When no skill specifications are added to your search criteria, the
       
      Total Match column duplicates the Availability Match score. The Skill Match column can be blank. If you enter search criteria for skills and availability, the Total Match column displays an average of the two scores.
  4. Examine the following message at the top of the page:
    Match scores can be inaccurate if availability dates do not fall into the following range: ddmmyy - ddmmyy
    : If a discrepancy exists between the dates in the message and the Availability field, the
     
    Availability Match
     
    score can be inaccurate. For example, the dates in the Availability field could be 10/1/2017 to 2/7/2018. The date range in the message could be 10/7/2019 to 10/7/2020. A comparison cannot be found for any resource. This situation lowers the overall availability match scores.
  5. Select the check box next to the new resource and click
    Replace
    .
  6. To confirm, click
    Yes
    .
  7. The role of the original staff member transfers to the new member, unless you are replacing a role with a different role. The new resource receives the following properties from the resource that was replaced:
    1. Availability Start (if the date has not passed and if the new resource is not booked on that date)
    2. Availability Finish
    3. Remaining Allocation
    4. Remaining ETC
    5. Percent (%) Allocation
    The actuals, pending actuals, and baseline of the original staff member are not transferred to the new staff member.
Change Staff Member Roles on a Service
You can change the role of a staff member on a service. The change is not permanent for the resource. The change in role applies only at the local service level.
Follow these steps:
  1. Open a service, and click
    Team
    .
  2. Click the Properties icon next to a resource.
  3. In the General section, select a value in the Investment Role field.
  4. Click
     Add
    .
  5. Save the changes.