In the latest episode of the Workday Gold podcast, host Keith Bitikofer and co-host Christian Delcid dive deep into Chapter 7 of Keith’s book, “Workday Gold Software Support Edition,” focusing on building capacity within existing Workday support teams. This critical discussion offers practical strategies for organizations struggling with the common challenge of doing more with less. 

Key Insights from the Episode

Understanding Your Team’s Capacity

One of the most impactful strategies discussed is the importance of tracking time allocation between project work and support tasks. Keith shares a revealing anecdote about a security admin who had 30 of their 40 weekly hours consumed by routine tasks, leaving only 10 hours for project work. This data-driven approach helped set realistic expectations with stakeholders about project timelines and deliverables.

Two Fundamental Options for Managing Workload

The episode emphasizes that teams facing capacity issues have two primary options:

1. Increase capacity through additional resources
2. Reduce the inflow of work

Practical Strategies for Workload Management

Several actionable approaches were discussed:

• Time Tracking: Start with broad categories (break-fix, projects, meetings) and refine as needed
• Task Delegation: Ensure high-skilled resources aren’t spending time on basic tasks
• Knowledge Management: Utilize tools like Workday Help and knowledge articles
• AI Integration: Explore emerging AI tools for handling routine queries
• Setting Learning Boundaries: Establish time limits for problem-solving before seeking help

The Future of Workday Support

The discussion touched on the evolving landscape of Workday support, particularly the role of AI in handling routine queries and knowledge management. Keith shared insights about testing ChatGPT’s capabilities with Workday questions, noting impressive accuracy improvements.

Key Takeaway

The most valuable insight from this episode is the importance of data-driven decision-making in managing team capacity. Whether you’re leading a team of one or many, understanding where time is spent is crucial for setting realistic expectations and making strategic decisions about resource allocation.

Looking Forward

As Workday continues to evolve and incorporate AI capabilities, support teams must adapt their strategies for managing workload and building capacity. The key is finding the right balance between leveraging technology, delegating effectively, and maintaining high-quality support.