Measuring SP Governance MaturityMelinda Morales10 October 2015Cape Town, SA

Sponsors

@sps_events #SPSPlus, #SPSJHB, #SPSCPT, #SPSDBN

Platinum

Gold Silver

http

@TrulyMelinda/in/melindamorales

TrulyMelinda.com

About MePosition: Business Analyst, GTconsultResponsibility: Make collaboration productiveExperience: SP since 2007, 10 years at SonyLove: Business/IT Mediation, GovernanceInterests: Music, crazy shoes, all things art

Today’s Activities

Maturity Model Overview Assessment Goal Setting Prioritization Roadmap

Governance and SharePoint

As with most user-driven technologies, SharePoint is often unleashed without proper planning or governance structures and most administrators find themselves needing to retroactively apply standards across their environment.

Healthy governance is essential to any successful SharePoint deployment. In cases where we have seen a successful implementation of a governance strategy there have been great increases in user adoption, management support, end user productivity, and business value.

Governance is not a one-time exercise. It is best treated as a living process, to be revisited and refined as the business evolves.

Governance MaturityWhy measure? Establish a baseline Understanding how close (or far) your

organization is to the outlined best practice Identify gaps and set goals Establish a clear path for growth

How? Evaluate the maturity level of key areas

ensuring a holistic view. Rate key areas of each pillar in the framework

against a 4 point scale.

Foundation• Platform• Structure• Support• Mgmt Buy-in

Administration• Teamwork• Role Definition• Roadmap• Controls & Monitoring

Communication• Methods• Ownership• Committee/Board• Soft Skills

Adoption• Excitement• Knowledge• Engagement• Recognition

Pillars of Governance Maturity

Rating Scale

Chaotic Reactive Proactive Optimized

Level 0 Level 3• Unmanaged• Undefined• Confusing• Under Used• Roadblocks

• Fire fighting• Issue resolution focus• User frustration• Reluctance to adopt

• User confidence• Minimal confusion• Explorative• Future Focused• Plan and Execute

Methodology

• Collaborative Admin• User Empowerment• High Engagement• Governed• Compliant• Fully Supported

Level 1 Level 2

FoundationEstablish the very basic structure and support for your platform.

• Technology decisions: on-premise, Office 365, hybrid?• Upgrade or update scheduling• Execution of enhancements or customizations aligned with SDLC• IT security regulations applying to infrastucture

Platform• Information architecture and content management strategy• Alignment of site structure to user content engagement patterns• Administrative support and rolesStructure• Clear outline of resource availability and service expectations• SharePoint specific SLA’s• Sharing support accountability with business partners vs. solely ITTech Support• Align business and IT management• Gain executive support• Drive governance team accountability• Incentivize user interaction

Buy-In

AdministrationSet the stage for how you will uphold policies and maintain the integrity of your platform

• Establishment of co-operative partnership for governance team• Form a bridge between IT and business• Ensure team members are passionate

Teamwork

• Clear outline of expectations for team members• Established responsibilities according to role• Commitment from all parties

Role Definition

• Your vision for the future of the platform• Planning and design for your governance implementation• The should’s and should not’s

Roadmap

• Find the balance between control of functionality and activity monitoring• Decisions for which controls will require custom work• Monitoring processes and methods

Controls & Monitoring

CommunicationThe path to a strong and beneficial relationship with your users

• Communication plan• Established channels• Communication methods

Methods

• Established points of contact• Clear delineation of ownership per method or channelOwnership

• Active decision body• Presents a united front to users and management• Regular meeting cadence with structured agenda

Committee/ Board

• Focus on key soft skills: ability to work as a team, patience, flexibility, conflict resolution

• Leverage exceptional business team members who excel in soft skillsSoft Skills

AdoptionMaintain the visibility and importance of your platform

• Schedule of events to garner excitement• Marketing activities for your platform• Long term approach vs. launch onlyExcitement• Training delivery through varied mediums• Resource and tool availability• Visibility promotes knowledge growthKnowledge• Give your users reason to interact with the platform• Prompt for declaring SharePoint as the collaboration tool of choice• Garner management support to direct employees• Reach out often

Engagement• Reward the people who are doing exceptional things• Incentivize use of the platform• Motivate explorationRecognition

The AssessmentSharePoint governance maturity

FoundationChaotic

0Reactive

1Proactive

2Optimized

3Platform2.5

Un-patched or unsupported version of SharePoint.

Managed but out of date version. May be on SP1 but behind on CU’s.

Up to date on all patches and CU’s with regular schedule for additional updates. Aware of cloud change model.

Cloud-ready or on O365. Up to date on the latest and greatest versions or upcoming changes to O365.

Structure2

Free-for-all site provisioning. Growth is unchecked. No method for decommissioning.

Sites are provisioned through a defined method without tracking or approval. Site structure is defined by end-users. Decommission is on-demand only.

Site provisioning is tracked. Site collection structure is defined and implemented to fit business needs. Decommission needs are assessed occasionally.

Site provisioning is automatic or is tightly managed. Decommissions are performed regularly. Site collections are structured and controlled.

Tech Support2.5

Little or no IT technical support in place.

Support is break/fix only. Response times are not ideal. Part time or shared support resources.

Dedicated support resources for SharePoint. Support is inclusive of break/fix and enhancements.

Dedicated support resources for SharePoint. Support is shared by business and IT. Support includes front-end user driven solutions.

Buy-in1

Management views SharePoint solely as a file sharing solution.

Management is aware of the platform for team based solutions involved more around escalations or pain points.

Management is aware of the platform, aware of uses outside of file share and in support of business exploration. Visibility is solely on IT side.

Management is an advocate for the platform. Utilization of the platform for solutioning is considered. Awareness is driven by both IT and business.

AdministrationChaotic

0Reactive

1Proactive

2Optimized

3

Teamwork1

SharePoint specific policy is undefined. Platform is managed by a single group without input from business stakeholders. Administration is reliant upon a single individual.

SharePoint specific policy is defined but focused solely on technical compliance. Business stakeholders are engaged when issues arise or are escalated. Business users are interfering in the administration of the platform.

SharePoint policy is defined and aligned with other corporate policies. Business stakeholders are informed of day-to-day administration. Business users are contributing to the administration of the platform.

SharePoint Policy and governance are co-owned by IT and business stakeholders. Both IT and business work together to administer and support the platform as a business solution.

Role Definition1.5

Roles are not defined for users or administrators.

Administrators step in for issue resolution based on availability. Users tend to see a long response time for assistance and experience confusion on what resources are available.

Administrator roles are defined. User expectations are set based upon the roles defined for the administrative teams.

Roles for administrators and users are clearly defined and communicated. Roles are evaluated on a regular basis to ensure relevancy.

Roadmap2.5

No current strategy for growth of capability in the platform. New capabilities are not enabled or requested.

Capability in the platform is explored and added for the business groups that speak the loudest.

New capabilities are being explored and implemented based on anticipated need of business users.

Strategy is clearly defined and a clear progressive view of capability expansion is underway or planned. Administrators are aware of any new capability and have a plan to implement with the business impact in mind.

Controls & Monitoring1.5

The platform is not considered for overall policy compliance. Utilization of the platform is largely unchecked.

Controls are put in to place when risks are brought to the forefront. Often these require an escalation to management before any controls are in place.

Monitoring has been implemented for areas of known risk. Controls align with corporate policies. Users are aware of the controls and monitoring in place.

Monitoring practices have been automated where possible. Controls are implemented only where absolutely necessary. Users are empowered to explore but aware of parameters. A process exists to track and correct any violations of policy.

CommunicationChaotic

0Reactive

1Proactive

2Optimized

3

Methods2.5

Changes or updates to the platform are not communicated. If there are communications, they usually occur in a 1:1 format via email or phone.

Communications regarding system down time are provided only when a severe impact occurs. Users typically reach out to IT to find out why things are not working before the issue is communicated to a wider audience. Typically email is the primary vehicle.

System down times are planned and communicated in advance. Email and perhaps one or two other methods of communication are utilized. Users are able to submit feedback.

Multiple communication channels have been established. Each channel has a purpose for audience, reach and communication type. Two way channels have been established allowing a dialog between users and/or administrators (Yammer, discussion boards, etc).

Ownership2.5

No clear ownership of communication activities. Any outreach occurs based on ticketing systems or word of mouth.

Conversations are typically conducted and managed through IT channels only and relate mostly to break/fix.

Ownership of communications have been established based upon comm type. A central point of contact/outreach typically exists.

All user interactions are owned by a governance team. Corporate communications, IT and business stakeholders are usually involved.

Committee/ Board0

No established governance committee or board.

A process within IT has been established to escalate governance issues. Typically in response to an audit or known risks.

An official governance board has been instated to serve as a vehicle for regular check-ins on risk management and capability planning.

A governance board is established and includes key stakeholders. The board serves as a management escalation platform, sets strategy and policy. A smaller governance team may also be in place to ensure completion of tasks and communications.

Soft Skills3

Resources dealing with governance tend to focus on technical expertise.

Individuals with technical expertise are having to push themselves to interact with users. Users may not be having the best experience coming out of discussions.

Team members assigned to handle communications will begin to have increased interpersonal skills. Individuals who rise to the top will typically be both technical and strategic.

All key communications team members will have both technical and interpersonal skills. Team members will also be promoting the technology and increasing user excitement with every interaction.

AdoptionChaotic

0Reactive

1Proactive

2Optimized

3

Excitement1.5

Users are averse to utilizing the platform. Confidence in the platform is established only when an issue is solved in a timely fashion. No independent strategies for garnering excitement exist.

Planned methods for generating user excitement and confidence in the platform are in place. Power Users are relied upon to spread the word about the benefit of the toolset.

KPI’s are in place to measure user excitement and confidence. Events and/or outreach methodologies are in place. Specific individuals are responsible for garnering excitement for the platform.

Knowledge1.5

Users are unaware of the various uses of the tool and no methods exist for imparting knowledge.

Users are trained on specific usage scenarios as needed. Overall user base knowledge of the toolset is extremely limited, or self-driven.

Training and knowledge sharing options are readily available to users. However, focus may only be on general usage of the tool.

Training exists for all levels of user. Methods are in place to assess user knowledge and growth. KPI’s exist around training and are focused on growing front-end solution utilization.

Engagement2

Users avoid interacting with the platform and may be seeking other methods of collaboration.

Users tend to only engage with the platform when directed by management. No direct methods to promote engagement exist.

Methods to promote user engagement exist but may be under utilized. Engagement has seen organic growth.

Regular methods for engagement have been established. A focus on fun and business benefit is utilized to increase user engagement. A voice of customer exists and is heard.

Recognition0

No method for user recognition is in place. Kudos are given to users who engage quickly and help solve issues. This activity typically occurs within the individual’s area of business and is limited. Recognition primarily resides outside of the platform (example: email).

User recognition is a known area of interest and mechanisms are built within the platform to provide greater visibility of successes. Power Users are recognized and engaged to lead solution builds.

A structured recognition and rewards strategy is in place. Users understand and are receptive to the benefit of being engaged in the platform. Recognition for engagement within the platform is widespread and sponsored by management.

ResultsSharePoint governance maturity

Assessment Results3 - Optimized• Collaborative Admin• User Empowerment• High Engagement• Governed• Fully Supported

2 - Proactive• User confidence• Minimal confusion• Explorative• Future Focused

1 - Reactive• Fire fighting• Issue resolution focus• User frustration• Reluctance to adopt

0 - Chaotic• Unmanaged• Undefined• Confusing• Under Used• Roadblocks

Overall 2.0 Proactive Overall 1.6 Reactive

Overall 2.0 Proactive Overall 1.3 Reactive

AdministrationFoundationThe very basic structure and support for your platform. Your environment is in a good place and you are most likely ready to approach a holistic governance strategy. Focus on any remaining pain points when appropriate.

Sets the stage for how you will uphold policies and maintain the integrity of your platform and its data. A reactive ranking in Administration is common for an organization that is just starting down the path to governance.

Policy is defined but encompasses only technical compliance. Users are interfering with administration of the platform as a whole.

Reactionary issue resolution due to unclear roles. Users experience confusion on available resources.

Capability expansion explored for those who ask

Management escalation prompts controls to mitigate risk

Methods

Ownership

Committee/ Board

Soft Skills

2.5

1

Roadmap

Controls & Monitoring

Platform

Structure

Tech Support

Buy-in

Teamwork

Role Definition

1.5

2.5

1.5Communication Adoption

2

2.5

Up to date on-prem environment with awareness of cloud

Defined site structure with tracking in place to control sprawl

Dedicated support resources for SharePoint

Management is in support of business exploration in the platform with awareness of expanded capability

User confidence relies on resolution of tickets

Users trained only on specific use scenarios

Users only engage when direct by management

Recognition occurs in small groups or teams

Putting your defined strategy into practice. Ranking in the proactive realm of communication indicates you are in a user focused culture. If you are not quite hitting the optimized mark, perhaps shift focus to building soft skills in your team members and solidifying your governing body.

Ensuring your platform is utilized and accepted. Reactive is common ground for many organization who are operating solely in an IT silo. Start paying attention to how your users are interacting with the tool to identify areas of improvement and move into the proactive zone.

Excitement

Knowledge

Engagement

Recognition

User feedback is considered. Structured methods of communicating ahead of downtimes are in place.

A central point of contact exists

Official governance board in place

Focus on growing interpersonal skills in your comms team 0

2.5

2.5

0

3

1.5

1.5

2

1

Goal Setting

Users are averse to utilizing the platform.

Users are unaware of the various uses of the tool and no methods exist for imparting knowledge.

Users avoid interacting with the platform and may be seeking other methods of

collaboration.

No method for user recognition is in place.

Planned methods for generating user excitement and confidence in the platform are in place. Power Users are relied upon to spread the word

about the benefit of the toolset.

Training and knowledge sharing options are readily available to users.

However, focus may only be on general usage of the tool.

Methods to promote user engagement exist but may be under utilized.

Engagement has seen organic growth.

User recognition is a known area of interest and mechanisms are built

within the platform to provide greater visibility of successes. Power Users are recognized and engaged to

lead solution builds.

Confidence in the platform is established only when an issue is

solved in a timely fashion. No independent strategies for garnering

excitement exist.

Users are trained on specific usage scenarios as needed. Overall user base knowledge of the toolset is extremely limited, or self-driven.

Users tend to only engage with the platform when directed by management.

No direct methods to promote engagement exist.

Kudos are given to users who engage quickly and help solve issues. This activity typically occurs within the individual’s area of business and is

limited. Recognition primarily resides outside of the platform (example:

email).

Regular methods for engagement have been established. A focus on fun and business benefit is utilized to increase

user engagement. A voice of customer exists and is heard.

A structured recognition and rewards strategy is in place. Users understand

and are receptive to the benefit of being engaged in the platform.

Recognition for engagement within the platform is widespread and

sponsored by management.

KPI’s are in place to measure user excitement and confidence. Events and/or outreach methodologies are

in place. Specific individuals are responsible for garnering excitement

for the platform.

Training exists for all levels of user. Methods are in place to assess user knowledge and growth. KPI’s exist around training and are focused on

growing front-end solution utilization.

Adoption - Excitement Adoption - Knowledge Adoption - Engagement Adoption - Recognition

Reactive

Proactive

Current State To Be

Prioritization and PlanningDeliverable Name Effort Priority

Track 1: Content Management Publication Site Map 2 3 Taxonomy 5 3 Metadata & Content Types 5 3 Targeted Content 4 3 Navigation 3 3 Search Continuous Crawls 5 3 Newsfeeds 2 3 user tagging 1 3Track 2: User Education Staffing & Training Training Plan 5 3 Resource on site (high tech) 5 3 Open Office Hours 3 3 Communicate plan to upgrade 1 3 People & Communities Active Collaboration governance plan 3 3 Community Governance Structure 3 3 Community Management Process 3 3 Collaboration Site Request Form 2 3 Help Request Form 2 3Track 3: Capability Growth Composites & Applications Wider use of apps OOB 3 3 Business Process Audit capabilities 3 3

2015 2016

Today

Oct Nov Dec 2016 Feb

Oct 17 - Oct 24Team Initiation

Oct 25 - Oct 29Roles and Responsibilities

Nov 2 - Nov 10SharePoint Policy

Nov 10 - Nov 13Mgmt Buy-in

Nov 18 - Dec 2Site Structure

Nov 26 - Dec 10Control mapping

Dec 4 - Dec 7Monitoring process

Dec 12 - Dec 15Governance Documentation

Dec 28 - Dec 31Communication plan

Jan 5 - Jan 6Gov Committee

Jan 13 - Feb 1Gov site launch

Jan 29 - Feb 2Compliance Dashboard

Feb 6 - Feb 21Recognition Program

Roadmap

Thank You!!

Get your FREE whitepaper and Assessment Surveyhttps://www.gtconsult.com/other/trials/governance/