Transcript SME Training GD

Global Business Services
ITS L1+L2 – Package
Preparation
Examples of Good & Bad Skill Evidences
Dinu George
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© Copyright IBM Corporation 2005
Global Business Services
Evidence Standards – Good & Bad evidence
Understanding the criteria,
properly addressing each element of the criteria
providing simple, clear evidence
“Good” evidence:
“Bad” evidence:
 Addresses the key components of criteria
 Does not answer the question
 Clearly indicates ‘what’ you did
 Provides irrelevant information
 Is clearly and concisely written
 Is poorly structured
 Is expressed in terms that are relevant to
the specialty, e.g., Application Development &
Maintenance, Testing, Data Management etc.
Omits to provide project reference information
 Levels of supervision described
 Complexity factors clearly articulated
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 Makes it very difficult for the reviewer to be
confident that the candidate has demonstrated
the criteria
 Usually unable to judge the complexity of the
task performed.
© Copyright IBM Corporation 2005
Global Business Services
Core Capabilities Example : Technical Leadership
“CC6 : Team Leadership : Has the capability of Leading a Team – Document
two/three situations where either alone or with support or mentoring
lead a team of specialists to perform a specialist task”
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
Leading a Team

Two/Three Situations from the project

Either alone or with support or with mentoring

Lead a team of Specialists

Perform specialist task
© Copyright IBM Corporation 2005
Global Business Services
Poor Evidence - Example
CC6 : Team
Leadership :
Has the capability of
Leading a Team –
Document two/three
situations where
either alone or with
support or
mentoring lead a
team of specialists
to perform a
specialist task
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1. XXX print: I have led the AP print
development project. I used to have
TGIF with team every Friday. That
helped us to know each other and
support each to deliver the project on
time.
2. I was nominated as SPOC for
migrating QMS to OPAL for XXX
project. XXX project had multiple
application teams, I had formed a group
among those team members and
completed the project by leading and
driving the team.
3. XXX Web project had team members
from multiple geographical locations like
U.S and Europe. I led the team and
completed the project successfully.
This is just a general statement.
Its not clear what the team was
supposed to perform. What is the
size of the team?
What specialists were part of the
team? Was he alone leading the
project or with the support of a
mentor? Irrelevant information?
– Not clear what is “multiple
application team”
– how long the person was in the
lead role?
Very Generic. Its not clear what
the team was supposed to do
and what was the specialist task
performed.
What was the success criteria for
his leadership?
© Copyright IBM Corporation 2005
Global Business Services
Good Evidence - example
CC6 : Team
Leadership :
Has the capability of
Leading a Team –
Document two/three
situations where
either alone or with
support or mentoring
lead a team of
specialists to perform
a specialist task
1.
2.
3.
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I took over the responsibilities of Team lead of Maintenance and Support
group of x application and was handling a team of 5 people and resolved many
critical problems (as mentioned in Section 5, Point 2) in this role working with the
team. In parallel to being the Team Lead, I was working as Release Manager
handling a 14 member team and managed the project from Initiation to
Deployment. I was responsible for creating the resource plan,
communicating the work to the team, tracking the status, helping them in
any issues they face and provided them with feedback at the end of release.
In January 2007, I led a team of 4 developers to work on the xx
Enhancements project. Under my technical leadership this project was
successfully implemented which enabled the customers to open accounts
with a foreign address. I initialized the collection, analysis, and recording of
all requirements, led the team in developing a design a technical solution in
system Z environment and got it signed off from the client. I coordinated
with the team to complete code development, drove the unit testing and
release of the code in phases to the onsite quality team..
I am the technical and community leader for over seventy new media
developers working in the Innovation Centers. I provide technical
leadership and mentoring to this group. I am a central point for all
questions both technical and non-technical. I present monthly to the group,
and have ongoing initiatives to drive patents and innovation. I form part of
the leadership team for Blueroom, working directly for the Creative Director.
The role requires daily interaction with the other communities of Production
and Design. I also take the lead in promoting technical ability through other
centers worldwide.
© Copyright IBM Corporation 2005
Global Business Services
Core Capabilities Example : Problem Analysis and Resolution
“CC13 : Problem Analysis and Resolution: Demonstrate the ability to perform logical
analysis and problem solving – Provide two/three instances where you managed
a significant internal or external client problem from analysis through to
resolution. In each case, please describe briefly the nature of the problem, way
you approached it, the risk and severity to the client, the resources needed to
solve it, involvement of subject matter experts, and how the resolution was
implemented”
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
A significant internal or external client problem

Analysis through to resolution

The nature of the problem

Approach, the risk and severity to the client, the resources needed to solve it

Involvement of subject matter experts

How the resolution was implemented
© Copyright IBM Corporation 2005
Global Business Services
Poor Evidence - Example
CC13 : Problem Analysis
and Resolution:
Demonstrate the ability to
perform logical analysis
and problem solving –
Provide two/three
instances where you
managed a significant
internal or external client
problem from analysis
through to resolution. In
each case, please
describe briefly the
nature of the problem,
way you approached it,
the risk and severity to
the client, the resources
needed to solve it,
involvement of subject
matter experts, and how
the resolution was
implemented.
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1. I had resolved many Severity 1 and Severity 2 production
issues in xxx project which are reported in “Manage Now” by
analyzing and trouble shooting the issues. And I continue to
do so.
2. I had analyzed xxx web Password change problem provided
2 possible solutions and presented to the customer. I
implemented the architecture which is user friendly and
scalable.
3. I was involved in Root Cause Analysis (RCA) of the
performance issue in xxx and xxx web project and finally
implemented a solution that reduced the response time
considerably.
© Copyright IBM Corporation 2005
Global Business Services
Good evidence - Example
CC13 : Problem Analysis
and Resolution:
Demonstrate the ability to
perform logical analysis
and problem solving –
Provide two/three
instances where you
managed a significant
internal or external client
problem from analysis
through to resolution. In
each case, please
describe briefly the
nature of the problem,
way you approached it,
the risk and severity to
the client, the resources
needed to solve it,
involvement of subject
matter experts, and how
the resolution was
implemented.
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1.
2.
On the xx engagement, I had a high severity 1 problem when users,
worldwide, tried to submit a question for CEO, they were receiving a "file
not found" error message. As it was a direct impact to the CEO and I was
responsible for the application, I engaged the Application team consisting of
developers, subject matter experts, chief editors, Infrastructure
Administrators and myself in problem determination sessions. I identified
many form links were broken in the web environment. I advised that a
temporary fix be applied to redirect the questions to a temporary ID and
mailbox. In the mean time, I identified the cause of the broken links and
missing critical files within the environment during the server migration to
the AHE environment. I fixed the access files for the Feedback application
along with developing missing cron jobs and set them in the Web
environment. The client was extremely happy and I have received an award for
the quick turnaround time for fixing this problem.
For the xx project, there was an issue on one of three logical partitions
(LPARs) that the team could not scale up to 1 hour run time. The
requirement from the ISV was to run the script for an hour. I tried to get the
third LPAR up, which was emulating an "Extract, transform and load" (ETL)
function on the database to match the timing of the other 2 LPARs. I tried
different approaches to solve the problem and that included re-tuning the
database on the 3rd LPAR to match the other two. I also tried reducing the
block size and the number of users but it was not able to run for an hour.
After a lot of research and leveraging of Software Group (SWG) and POWER
subject matter experts, I was able to find the resolution. This broke a
bottleneck in the project and got us back on track towards execution which
would have otherwise been delayed by a couple of weeks.
© Copyright IBM Corporation 2005