Seeking a Workday Application Managed Service (AMS) partner may have been part of your plan since the moment you settled on Workday, or it may have arisen from internal challenges with managing and optimizing your subscription. However it came about, selecting an AMS partner isn’t – or at least, shouldn’t – be just a matter of Google and budget.
Your Workday Subscription is Critical to the Function of Your Business
Selecting an AMS partner is another step in making the most of your investment. Within the Workday ecosystem, there is an AMS partnership spectrum – some will be focused on providing you a “best value” bucket of hours with little else but most will position themselves as consultants. How can you be sure that an AMS vendor will truly be consultative?
First let’s talk basic expectations for AMS partners. Short of being the cheapest, barest-bones vendor out there, most will use the same terms when describing themselves and their offerings. So what are they, and what do they mean?
A quality AMS partner wants to understand why you’re on Workday. What were your business goals and how did this technology help solve for challenges? That will lead to, where do you need to be tomorrow? In a year? In ten years? Ensuring that they understand where you want to be will enable them to help you map out the technology updates you will need along the way.
Support Ticket Resolution
The length of time between the opening and closing of a support ticket. This can be a little misleading as it does not typically take into account the scope of the tickets nor whether problems were repeat or one offs.
Pooled Vs Named Resources
Pooled resources are a group of Workday certified consultants who will be assigned your ticket in a randomized order depending on their availability and may or may not know you/your company/your tenants. A named resource is a predetermined identified point of contact who will be trained in and familiar with your specific Workday subscription and your account.
The individual responsible for the overall relationship.
It may seem a minor distinction but having a named resource vs a pooled resource can have lasting implications in your relationship and resolutions. Why are named resources so important? Does it really matter whether the person taking your ticket knows you?
Short answer: yes.
Why? Several reasons. A pooled resource may not be an expert in the particular Workday tenant where you need help. Without that expertise, it can take them longer to diagnose the problem and therefore longer resolution times for you, the client, which can create problematic business delays with lasting downstream effects. A named resource is familiar with your Workday tenants; they have the larger picture and understand your configurations. Importantly, with this broad knowledge, they also know what your roadmap is, what and when you plan to roll out new features and functionality, what your business goals are, and they won’t just slap on a Band-Aid; a named resource will ensure that the solution applied today is set up so that it does not have to be re-worked down the road with the changes you implement. The best a pooled resource can do is solution the problem, not the roadmap; in that environment they cannot be a true consultant to you.
Whether pooled or named, AMS resources typically come in buckets of hours. Whether there is one person or many at your company submitting support tickets to your AMS partner, maintaining oversight over your hours can be confusing. You can expect your AMS partner to track hours utilized; at ERPA we also make sure this visibility is immediately and easily accessible to clients so we offer all AMS customers a tracking dashboard to see their hours utilization. When a customer submits a support ticket, there is a Rough Order of Magnitude (ROM) approval process, requiring client approval if a ticket is estimated to surpass a threshold of hours of support.
Named resources are also regularly in touch with engagement managers to discuss risks, action items, and decisions to help with roadmap planning. The engagement manager will also regularly update the named resource on client conversations regarding optimizations and updates so that both the client and the AMS team are operating from the same plan.
Of course, there are still circumstances such as vacations and holidays and sick time, so when evaluating AMS partners offering named resources, be sure to ask how they are prepared for those occurrences. Partners that offer named resources in practice vs in marketing will always communicate named resource time off in advance, have a predetermined back up, and have prepped their teams internally for knowledge continuity to ensure no disruption in the level of service to you, the customer.
ERPA is Here to Help
Interested in learning more about named resource AMS? Contact us today.