SP10: Manage human resources: Difference between revisions

From YaSM Service Management Wiki
No edit summary
No edit summary
 
(2 intermediate revisions by the same user not shown)
Line 1: Line 1:
<itpmch><title>SP10: Manage human resources | YaSM Service Management Wiki</title>
<itpmch><title>SP10: Manage human resources | YaSM Wiki</title>
<meta name="keywords" content="human resources service provider, yasm human resources management, service management HR process" />
<meta name="keywords" content="human resources service provider, yasm human resources management, service management HR process" />
<meta name="description" content="The human resources management process (HRM process) in YaSM identifies and provides the skills and levels of staff required for the service provider to achieve its objectives." />
<meta name="description" content="The human resources management process (HRM process) in YaSM identifies and provides the skills and levels of staff required for the service provider to achieve its objectives." />
Line 22: Line 22:
==Process description==
==Process description==


<html><span id="md-itempage-description" itemprop="description">The human resources management process in YaSM (<a href="https://yasm.com/wiki/en/img/yasm-process/Manage-human-resources-yasm-sp10.jpg" title="YaSM human resources management - HRM (SP10)">fig. 1</a>) identifies and provides the skills and levels of staff required for the service provider to achieve its objectives.</span></p>
<html><span id="md-itempage-description" itemprop="description">The <b><span style="color:#465674;">human resources management process</span></b> in YaSM (<a href="https://yasm.com/wiki/en/img/yasm-process/Manage-human-resources-yasm-sp10.jpg" title="YaSM human resources management - HRM (SP10)">fig. 1</a>) identifies and provides the skills and levels of staff required for the service provider to achieve its objectives.</span></p>
<p>&nbsp;</p>


<div style="float:left;">
<div itemid="https://yasm.com/wiki/en/img/yasm-process/Manage-human-resources-yasm-sp10.jpg" itemscope itemtype="https://schema.org/ImageObject">
<div itemid="https://yasm.com/wiki/en/img/yasm-process/Manage-human-resources-yasm-sp10.jpg" itemscope itemtype="https://schema.org/ImageObject">
<a href="https://yasm.com/wiki/en/img/yasm-process/Manage-human-resources-yasm-sp10.jpg" title="Manage human resources. - YaSM HRM process SP10" itemprop="contentUrl">
<meta itemprop="width" content="1200" />
<meta itemprop="width" content="1200" />
<meta itemprop="height" content="675" />
<meta itemprop="height" content="675" />
Line 36: Line 35:
<meta itemprop="dateCreated" content="2014-05-02" />
<meta itemprop="dateCreated" content="2014-05-02" />
<meta itemprop="datePublished" content="2014-05-08" />
<meta itemprop="datePublished" content="2014-05-08" />
<meta itemprop="dateModified" content="2019-10-27" />
<meta itemprop="dateModified" content="2024-05-20" />
<span itemprop="thumbnail" itemscope itemtype="https://schema.org/ImageObject">
<span itemprop="thumbnail" itemscope itemtype="https://schema.org/ImageObject">
   <meta itemprop="url" content="https://yasm.com/wiki/en/img/yasm-process/16x9/Manage-human-resources-yasm-sp10.jpg" />
   <meta itemprop="url" content="https://yasm.com/wiki/en/img/yasm-process/16x9/Manage-human-resources-yasm-sp10.jpg" />
Line 43: Line 42:
   <meta itemprop="dateCreated" content="2020-06-13" />
   <meta itemprop="dateCreated" content="2020-06-13" />
   <meta itemprop="datePublished" content="2020-06-15" />
   <meta itemprop="datePublished" content="2020-06-15" />
  <meta itemprop="dateModified" content="2024-05-20" />
</span>
</span>
<img style="margin:20px 0px 10px 0px; float:left;" src="https://yasm.com/wiki/en/img/yasm-process/Manage-human-resources-yasm-sp10.jpg" width="800" height="450" title="Manage human resources. - YaSM HRM process SP10" alt="Fig. 1: Manage human resources. - YaSM human resources management process (HRM, HR development) SP10. - Related with: Practice of ITIL 4 workforce and talent management." /></a><br style="clear:both;"/>
<span itemprop="thumbnail" itemscope itemtype="https://schema.org/ImageObject">
<div class="thumbcaption" style="margin:15px 0px 20px 0px"><span itemprop="caption"><span style="font-variant:small-caps;"><b>Fig. 1: '<a href="https://yasm.com/wiki/en/img/yasm-process/Manage-human-resources-yasm-sp10.jpg" title="YaSM human resources management (HRM) SP10">Manage human resources</a>'</b>:</span><br />YaSM human resources management (HRM) process SP10.</span></div></div></div><br style="clear:both;"/>
  <meta itemprop="url" content="https://yasm.com/wiki/en/img/yasm-process/800px/Manage-human-resources-yasm-sp10.jpg" />
  <meta itemprop="width" content="800" />
  <meta itemprop="height" content="450" />
  <meta itemprop="dateCreated" content="2024-05-23" />
  <meta itemprop="datePublished" content="2024-05-30" />
</span>
<span itemprop="thumbnail" itemscope itemtype="https://schema.org/ImageObject">
  <meta itemprop="url" content="https://yasm.com/wiki/en/img/yasm-process/480px/Manage-human-resources-yasm-sp10.jpg" />
  <meta itemprop="width" content="480" />
  <meta itemprop="height" content="270" />
  <meta itemprop="dateCreated" content="2024-05-23" />
  <meta itemprop="datePublished" content="2024-05-30" />
</span>
<figure class="mw-halign-left" typeof="mw:File/Thumb"><a itemprop="contentUrl" href="https://yasm.com/wiki/en/img/yasm-process/Manage-human-resources-yasm-sp10.jpg" title="Manage human resources. - YaSM HRM process SP10"><img srcset="https://yasm.com/wiki/en/img/yasm-process/480px/Manage-human-resources-yasm-sp10.jpg 480w, https://yasm.com/wiki/en/img/yasm-process/800px/Manage-human-resources-yasm-sp10.jpg 800w, https://yasm.com/wiki/en/img/yasm-process/Manage-human-resources-yasm-sp10.jpg 1200w" sizes="100vw" src="https://yasm.com/wiki/en/img/yasm-process/Manage-human-resources-yasm-sp10.jpg" fetchpriority="high" decoding="async" width="800" height="450" class="mw-file-element" alt="Fig. 1: Manage human resources. - YaSM human resources management process (HRM, HR development) SP10. - Related with: Practice of ITIL 4 workforce and talent management." /></a><figcaption><span style="font-variant:small-caps;"><b>Fig. 1: 'Manage human resources'</b><br /><a href="https://yasm.com/wiki/en/img/yasm-process/Manage-human-resources-yasm-sp10.jpg" title="YaSM human resources management (HRM) SP10">YaSM human resources management (HRM) process SP10</a>.</span></figcaption></figure></div>
<br style="clear:both;"/>


<p>Once the set of required skills is established, the human resources manager will initiate suitable measures to acquire those skills, for example by organizing training and education programs or by recruiting new staff.</p>
<p>Once the set of required skills is established, the human resources manager will initiate suitable measures to acquire those skills, for example by organizing training and education programs or by recruiting new staff.</p>


<p>The skills available in the service provider organization are managed through the skills register, which describes the skills and lists the individuals who possess those skills.</p>
<p>The skills available in the service provider organization are managed through the skills register, which describes the skills and lists the individuals who possess those skills.</p>
<p>&nbsp;</p>


<p><i><u>Compatibility</u>: YaSM contains a basic process for managing human resources, which highlights the most important HR management activities and describes the interfaces with the other YaSM processes. This process is <a href="/wiki/en/index.php/YaSM_and_ISO_20000#ISO_20000_requirements_and_related_service_management_processes" title="YaSM and ISO 20000">aligned with ISO 20000</a>, the international standard for service management (see ISO/IEC 20000-1:2018, sections <a href="/wiki/en/index.php/YaSM_and_ISO_20000#Leadership" title="ISO 20000 section 5: Leadership">5</a>, <a href="/wiki/en/index.php/YaSM_and_ISO_20000#Planning" title="ISO 20000 section 6: Planning">6</a> and <a href="/wiki/en/index.php/YaSM_and_ISO_20000#Support_of_the_SMS" title="ISO 20000 section 7: Support of the service management system">7</a>), and it <a href="/wiki/en/index.php/YaSM_and_ITIL#ITIL-4-Workforce-and-talent-management" title="ITIL 4 practices and YaSM processes: ITIL 4 workforce and talent management">corresponds to the practice of 'ITIL 4 workforce and talent management'</a>.</i></html>
<p><i><u>Compatibility</u>: YaSM contains a basic process for managing human resources, which highlights the most important HR management activities and describes the interfaces with the other YaSM processes. This process is <a href="/wiki/en/index.php/YaSM_and_ISO_20000#ISO_20000_requirements_and_related_service_management_processes" title="YaSM and ISO 20000">aligned with ISO 20000</a>, the international standard for service management (see ISO/IEC 20000-1:2018, sections <a href="/wiki/en/index.php/YaSM_and_ISO_20000#Leadership" title="ISO 20000 section 5: Leadership">5</a>, <a href="/wiki/en/index.php/YaSM_and_ISO_20000#Planning" title="ISO 20000 section 6: Planning">6</a> and <a href="/wiki/en/index.php/YaSM_and_ISO_20000#Support_of_the_SMS" title="ISO 20000 section 7: Support of the service management system">7</a>), and it <a href="/wiki/en/index.php/YaSM_and_ITIL#ITIL-4-Workforce-and-talent-management" title="ITIL 4 practices and YaSM processes: ITIL 4 workforce and talent management">corresponds to the practice of 'ITIL 4 workforce and talent management'</a>.</i></html>
Line 101: Line 116:
<hr />
<hr />
<p><i><u>Notes</u>:</i>
<p><i><u>Notes</u>:</i>
</p><p><span id="ydo"><strong>[*]</strong> <i>"YaSM data objects"</i> are those documents or records for which the YaSM model provides detailed recommendations: Every YaSM object has an associated checklist (see <a href="https://yasm.com/wiki/en/index.php/Service_Management_Checklists" title="Example: YaSM checklists and document templates">example</a>) describing its typical contents, and an associated lifecycle diagram depicting how the status of the object changes as it is created, updated, read and archived by various YaSM processes (see <a href="https://yasm.com/wiki/en/img/yasm-project/Yasm-object-lifecycle-diagram.jpg" title="Example: YaSM object lifecycle diagram (.JPG)">example</a>).</span>
</p><p><span id="ydo"><strong>[*]</strong> <i>"YaSM data objects"</i> are those documents or records for which the YaSM model provides detailed recommendations: Every YaSM object has an associated checklist (see <a href="https://yasm.com/wiki/en/index.php/Service_Management_Checklists" title="Example: YaSM service management checklists and document templates">example</a>) describing its typical contents, and an associated lifecycle diagram depicting how the status of the object changes as it is created, updated, read and archived by various YaSM processes (see <a href="https://yasm.com/wiki/en/img/yasm-project/Yasm-object-lifecycle-diagram.jpg" title="Example: YaSM object lifecycle diagram (.JPG)">example</a>).</span>
</p><p><i>"Other objects"</i> are mostly informal data or information where YaSM has less strong views about their contents. There are no associated lifecycle diagrams or checklists.</html>
</p><p><i>"Other objects"</i> are mostly informal data or information where YaSM has less strong views about their contents. There are no associated lifecycle diagrams or checklists.</html>


Line 112: Line 127:
==Roles and responsibilities==
==Roles and responsibilities==


'''<span id="responsible">Process owner: Human resources manager</span>'''
<span id="responsible">Process owner: The ''human resources manager'' ensures that the service provider employs the right balance of staff in terms of skills and experience. The human resources (HR) manager is also responsible for identifying gaps in the organization's current set of skills and for organizing any required skill development initiatives, in line with the service provider's objectives.</span>
*This role ensures that the service provider employs the right balance of staff in terms of skills and experience. The human resources (HR) manager is also responsible for identifying gaps in the organization's current set of skills and for organizing any required skill development initiatives, in line with the service provider's objectives.
 
<p>&nbsp;</p>
<p>&nbsp;</p>


{| class="wikitable" style="background: white; text-align:center; vertical-align:top; font-size: 90%; line-height: 1.3em;"
{| class="wikitable" style="background: white; font-size: 95%"
|+<span style="font-size: 120%; line-height: 1.5em;">Responsibility matrix: "SP10: Manage human resources"</span>
|+style="background:#465674; color:#ffffff; font-size: 110%"|Responsibility matrix: 'SP10: Manage human resources'
|- style="vertical-align:top"
|- style="vertical-align:top"
! colspan="2"| YaSM role / sub-process
! colspan="2"| YaSM role / sub-process
Line 141: Line 154:


<html><div itemid="https://yasm.com/wiki/en/img/yasm-process/goal-definition/yasm-human-resource-management-process.jpg" itemscope itemtype="https://schema.org/ImageObject">
<html><div itemid="https://yasm.com/wiki/en/img/yasm-process/goal-definition/yasm-human-resource-management-process.jpg" itemscope itemtype="https://schema.org/ImageObject">
<a href="https://yasm.com/wiki/en/img/yasm-process/goal-definition/yasm-human-resource-management-process.jpg" title="Human resource management: process objective" itemprop="contentUrl">
<img style="display: block; float: left; margin-left: 10px; margin-right: 20px" src="https://yasm.com/wiki/en/img/yasm-process/goal-definition/yasm-human-resource-management-process.jpg" width="320" height="167" title="Human resource management: process goal" alt="The human resource management process in YaSM aims to provide the skills and levels of staff required by the service provider to achieve its objectives." />
<meta itemprop="caption" content="Process objective: YaSM human resource management - Manage human resources (SP10)." />
<meta itemprop="caption" content="Process objective: YaSM human resource management - Manage human resources (SP10)." />
<meta itemprop="width" content="1200" />
<meta itemprop="width" content="1200" />
<meta itemprop="height" content="627" />
<meta itemprop="height" content="627" />
<meta itemprop="dateCreated" content="2021-09-21" />
<meta itemprop="dateCreated" content="2021-09-21" />
<meta itemprop="datePublished" content="2021-09-22" /></a></div>
<meta itemprop="datePublished" content="2021-09-22" />
<div style="margin-left: 5%; color:#636363">
<span itemprop="thumbnail" itemscope itemtype="https://schema.org/ImageObject">
<p style="margin-top: 0; word-wrap:normal;">Is&nbsp;based&nbsp;on: The human resource management process from the <a href="https://yasm.com/en/products/yasm-process-map" title="YaSM Process Map">YaSM Process Map</a>.</p>
  <meta itemprop="url" content="https://yasm.com/wiki/en/img/yasm-process/goal-definition/400px/yasm-human-resource-management-process.jpg" />
 
  <meta itemprop="width" content="400" />
<p>By:&#160;&#160;Stefan Kempter&#160;<a href="https://www.linkedin.com/in/stefankempter"><img style="margin:0px 0px 0px 0px;" src="/wiki/en/img/yasm-wiki/bookmarking/linkedin.jpg" width="16" height="16" title="By: Stefan Kempter | Profile on LinkedIn" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a>&#160;&#160;and&#160;&#160;Andrea Kempter&#160;<a href="https://www.linkedin.com/in/andreakempter"><img style="margin:0px 0px 0px 0px;" src="/wiki/en/img/yasm-wiki/bookmarking/linkedin.jpg" width="16" height="16" title="By: Andrea Kempter | Profile on LinkedIn" alt="Contributor: Andrea Kempter, IT Process Maps GbR" /></a>, IT Process Maps.<br style="clear:both;"/></div><p>
  <meta itemprop="height" content="209" />
  <meta itemprop="height" content="209" />
  <meta itemprop="dateCreated" content="2023-12-12" />
  <meta itemprop="datePublished" content="2023-12-29" />
</span></a></div>
<meta itemprop="keywords" content="Human resource management process objectives" />
<meta itemprop="keywords" content="HRM process objectives" />
<figure class="mw-halign-left" typeof="mw:File/Thumb"><a itemprop="contentUrl" href="https://yasm.com/wiki/en/img/yasm-process/goal-definition/yasm-human-resource-management-process.jpg" title="Human resource management: process objective"><img srcset="https://yasm.com/wiki/en/img/yasm-process/goal-definition/400px/yasm-human-resource-management-process.jpg 400w, https://yasm.com/wiki/en/img/yasm-process/goal-definition/yasm-human-resource-management-process.jpg 1200w" sizes="100vw" src="https://yasm.com/wiki/en/img/yasm-process/goal-definition/yasm-human-resource-management-process.jpg" decoding="async" width="400" height="209" class="mw-file-element" alt="The human resource management process in YaSM aims to provide the skills and levels of staff required by the service provider to achieve its objectives." /></a><figcaption><span style="font-variant:small-caps;">Human resource management process: Objectives</span></figcaption></figure></div>


<p>Is based on: The human resource management process from the <a href="https://yasm.com/en/products/yasm-process-map" title="YaSM Process Map">YaSM Process Map</a>.</p>
<p>By:&#160;&#160;Stefan Kempter&#160;<a href="https://www.linkedin.com/in/stefankempter"><img style="margin:0px 0px 0px 0px;" src="/wiki/en/img/yasm-wiki/bookmarking/linkedin.jpg" width="16" height="16" title="By: Stefan Kempter | Profile on LinkedIn" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a>&#160;&#160;and&#160;&#160;Andrea Kempter&#160;<a href="https://www.linkedin.com/in/andreakempter"><img style="margin:0px 0px 0px 0px;" src="/wiki/en/img/yasm-wiki/bookmarking/linkedin.jpg" width="16" height="16" title="By: Andrea Kempter | Profile on LinkedIn" alt="Contributor: Andrea Kempter, IT Process Maps GbR" /></a>, IT Process Maps.<br style="clear:both;"/><p>
<p>&nbsp;</p>
<p>&nbsp;</p>


Line 196: Line 216:
  <meta itemprop="name" content="SP10: Manage human resources" />
  <meta itemprop="name" content="SP10: Manage human resources" />
  <meta itemprop="alternateName" content="YaSM human resources management process" />
  <meta itemprop="alternateName" content="YaSM human resources management process" />
<meta itemprop="alternateName" content="Human resources management process" />
  <link itemprop="url" href="https://yasm.com/wiki/en/index.php/SP10:_Manage_human_resources" />
  <link itemprop="url" href="https://yasm.com/wiki/en/index.php/SP10:_Manage_human_resources" />
  <link itemprop="hasPart" href="https://yasm.com/wiki/en/index.php/SP10:_Manage_human_resources#SP10.1">
  <link itemprop="hasPart" href="https://yasm.com/wiki/en/index.php/SP10:_Manage_human_resources#SP10.1">

Latest revision as of 14:58, 13 October 2024

auf Deutsch


 

Process name: Manage human resources - Part of: Supporting processes

Previous process: Ensure compliance

Next process: Manage suppliers

 

Process description

The human resources management process in YaSM (fig. 1) identifies and provides the skills and levels of staff required for the service provider to achieve its objectives.

 

Fig. 1: Manage human resources. - YaSM human resources management process (HRM, HR development) SP10. - Related with: Practice of ITIL 4 workforce and talent management.
Fig. 1: 'Manage human resources'
YaSM human resources management (HRM) process SP10.


Once the set of required skills is established, the human resources manager will initiate suitable measures to acquire those skills, for example by organizing training and education programs or by recruiting new staff.

The skills available in the service provider organization are managed through the skills register, which describes the skills and lists the individuals who possess those skills.

 

Compatibility: YaSM contains a basic process for managing human resources, which highlights the most important HR management activities and describes the interfaces with the other YaSM processes. This process is aligned with ISO 20000, the international standard for service management (see ISO/IEC 20000-1:2018, sections 5, 6 and 7), and it corresponds to the practice of 'ITIL 4 workforce and talent management'.

Sub-processes

The human resource management process in YaSM has the following sub-processes:

SP10.1: Identify the required skills
Process objective: To identify the skills which need to be developed, based on an assessment of the current set of skills and future needs.
SP10.2: Develop the required skills
Process objective: To define, organize and monitor training and education measures.
SP10.3: Recruit new staff
Process objective: To select and hire new staff in line with the service provider's skill requirements.

Process outputs

This section lists the documents and records produced by HRM. YaSM data objects [*] are marked with an asterisk, while other objects are displayed in gray.

Budget request
A budget request is typically issued to obtain funding for setting up, improving or operating a service or process. An approved budget request means that the required financial resources have been allocated by the financial manager. [*]
Skills development plan
The skills development plan is used to manage the acquisition of the skills required to deliver the service provider’s range of services. The addition of new items to the skills development plan is often triggered by the introduction of new services and/ or technologies. [*]
Skills inventory
The skills inventory identifies the skills required to deliver the service provider's current and future range of services, as well as the individuals who possess those skills. The skills inventory is an important tool for identifying areas where skills need to be developed or improved. [*]

 


Notes:

[*] "YaSM data objects" are those documents or records for which the YaSM model provides detailed recommendations: Every YaSM object has an associated checklist (see example) describing its typical contents, and an associated lifecycle diagram depicting how the status of the object changes as it is created, updated, read and archived by various YaSM processes (see example).

"Other objects" are mostly informal data or information where YaSM has less strong views about their contents. There are no associated lifecycle diagrams or checklists.

Process metrics

Process metrics are used, for example, to assess if the service management processes are running according to expectations.

For suggestions of suitable metrics, please refer to the list of metrics for the YaSM HR management process.

Roles and responsibilities

Process owner: The human resources manager ensures that the service provider employs the right balance of staff in terms of skills and experience. The human resources (HR) manager is also responsible for identifying gaps in the organization's current set of skills and for organizing any required skill development initiatives, in line with the service provider's objectives.

 

Responsibility matrix: 'SP10: Manage human resources'
YaSM role / sub-process Human resources manager
SP10.1 Identify the required skills AR
SP10.2 Develop the required skills AR
SP10.3 Recruit new staff AR

 

Notes

The human resource management process in YaSM aims to provide the skills and levels of staff required by the service provider to achieve its objectives.
Human resource management process: Objectives

Is based on: The human resource management process from the YaSM Process Map.

By:  Stefan Kempter Author: Stefan Kempter, IT Process Maps GbR  and  Andrea Kempter Contributor: Andrea Kempter, IT Process Maps GbR, IT Process Maps.

 

Process description  › Sub-processes  › Process outputs  › Metrics  › Roles