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Task Categorization Methodology for Operational Efficiency

Categorize operating tasks into quadrants - Supporting, Operating, Changing, and Optimizing - to prioritize crisis response, service impact, FTE allocations, and skill matrix evaluation. Assess task time, FTE distribution, and reallocation opportunities.

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Task Categorization Methodology for Operational Efficiency

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  1. Methodology • Categorize all operating tasks within one of four operating quadrants • Supporting: Break and fix oriented tasks; user issues; application outage, etc • Operating: Task needed to keep the wheels turning -- backups, routine jobs, admin work • Changing: Application updates, small code drops; hardware renewal • Optimizing: Large projects, version upgrade, performance management • Determine in which quadrant the critical tasks are located • What type of work will we focus on in the event of a crisis • What type of work can we stop doing without affecting our services • Determine amount of time spent on activities from within each quadrant • Calculate how many FTEs are assigned to each quadrant • Determine how many FTEs can be reassigned to other functions.

  2. Geographic Skill Matrix Overview

  3. Individual Skill Matrix Overview Blank = No experience 1 = limited experience 2 = some experience - basic knowledge 3 = good experience - can do configuration setup, some basic troubleshooting 4 = strong experience - strong troubleshooting, configuration, setup skills 5 = very strong experience - configure, troubleshoot - go to person

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