By Mark Bonachea, Director of Application Management Services
The time has come to celebrate the hard work you and your team have put in over the last year. Your journey with Workday began with the software selection. Demo after grueling demo of the latest in Cloud Human Capital Software finally helped you decide on the best fit for you and your organization. Then came choosing a deployment partner. Do you go with Workday Professional Services? Or a large Workday Partner? Maybe a boutique firm? Rounds of proposals, oral presentations, and endless meetings finally help you decide the top choice for this implementation. After months of designing, building, and testing, your organization is finally live on Workday. Now you’re faced with a new set of questions:
- Is my team well equipped and structured to handle the needs of the organization?
- How will my team get the skill sets necessary to support the bi-yearly Workday releases and adapt to organizational changes?
- How will our organization decide what the roadmap and future functionality rollout will look like?
- How will I handle attrition on my team in this competitive market?
- Do I need a Workday Support Partner? How can they help me realize my return on investment (ROI)?
Navigator Management Partners has helped clients answer these questions for years.
When deciding on your Workday support model it is best to start early. Do not wait until you are live, instead start anywhere from 2-3 months prior to go-live. Keep in mind that any time could be the right time to adjust your model.
- Begin by figuring out the support model type that works best for your organization, whether centralized, decentralized or a shared service model.
- Next, focus on how each service level will be addressed. Spend time thinking through the business process and how each task or issue will be captured and reported to monitor progress as it moves from level to level.
- Level 0 – Self Service
- Level 1 – Assisted Support via Call Center/Hotline
- Level 2 – Subject Matter Experts
- Level 3 – Workday functional or technical experts
A case management tool that can help with the monitoring is highly recommended, many out-of-the-box cloud solutions will help your team during status meetings.
- The final step is establishing the proper governance and checkpoints to ensure progress for cases and projects alike.
Your team’s skill sets are of the utmost importance, and making sure the team can translate organizational needs into Workday technical or functional solutions is paramount. Understanding which teams internally (HRIS, Financial IT, and IT departments) are responsible for which types of tasks will help your team stay focused on specific skill sets. These skill sets can be further expanded upon through Workday’s on-demand training, Workday Rising conferences, and regional user groups. Being up-to-date with training will help your team better prepare for Workday releases, which are introduced into the implementation preview tenants about five weeks before the update. The team should focus on assessing impact, adopting new features, and regression testing the changes to the tenant.
Deciding on your organization’s Workday future enhancement deployment roadmap can be easier than you think by considering some basic elements:
- Organizational Goals and Vision
- Upcoming Business Events and Projects
- Workday Release Schedule
- Data Integrity Projects
- Legacy System Deprecation
- Reporting and Analytic objectives
The Workday future enhancement deployment roadmap will then begin to take shape by combining and prioritizing each of the items in these areas. Using a simple project planning tool can help lay out each project into timeslots that will help your team plan the next year of your Workday journey.
Navigator often receives concerns about attrition and ROI. We tailor ongoing support experience, allowing our clients to focus their team's strategic initiatives on what matters most: business transformation, growth, internal customer satisfaction, and getting the maximum value out of their Workday investment. We also understand that every organization has unique Workday support needs related to their configuration and tenant setup. If someone decides to move from their role within your team, we are ready to fill that gap with our knowledgeable Workday certified resources, ensuring there is minimal impact to the day-to-day support activities or long-term project roadmap. Our flexible, agile, and customer-centric approach ensures you have the correct capacity to consume updates, and by utilizing the right skill sets at the right time we can help guide clients through frequent organizational challenges.
We are happy to help you navigate this journey. Contact us
We look forward to sharing more articles on post production support for other solutions, including Oracle, SAP, Tableau, etc.