The Hands-On Project Office Guaranteeing ROI and On-Time Delivery

This volume offers processes, techniques, and tools that IT managers can use to improve the delivery of IT products and services. This compendium details simple frameworks, practical tools, and proven best practices for successful IT project management. By explaining how to streamline the functions that capture and report information about IT delivery, this volume clarifies roles, responsibilities, customer expectations, and performance measures, resulting in improved service and efficiency. Emphasizing the establishment of processes that result in repeatable success, the book provides quickly implementable solutions for IT personnel faced with the daily management of large, complex systems.

Economic pressures have forced IT executives to demonstrate the immediate and calculable ROI of new technology deployments. Unfortunately, existing IT service delivery often drifts without serious thought as to how process improvements could lead to higher performance and customer satisfaction. The Hands-On Project Office: Guaranteeing ROI and On-Time Delivery offers the proven processes, techniques, and tools that IT managers can use to immediately improve the delivery of IT products and services. This compendium of best practices and practical recommendations details simple, deployable frameworks, practical tools, and time-tested best practices for successful IT service and project delivery management. Recognizing how your tech staff can do more with less, this practitioner's handbook describes how you can better coordinate work efforts, hold project teams accountable, and communicate and demonstrate the importance of IT services to your company as a whole. By explaining how to streamline the functions that capture and report information about IT delivery, this volume clarifies roles, responsibilities, customer expectations, and performance measures, resulting in improved service and efficiency.Emphasizing the establishment of processes that result in repeatable success, the book provides quickly implementable solutions for IT personnel faced with the daily management of large, complex systems.

THE THREE PILLARS OF IT DELIVERY - PROBLEM RESOLUTION, SERVICE REQUESTS, AND PROJECTSIntroduction The Business Context The Internal Economy for Investing in IT Services and ProjectsThe Three Pillars of IT Delivery Managing Service DeliveryManaging Project Commitments IT Metrics and Reporting Tools THE PROJECT MANAGEMENT OFFICE BUSINESS MODELIntroduction: Revisiting the IT Organization IT Service and Project Delivery RolesThe Role of the Project Management Office: Measuring its ROI The PMO Value Proposition: An Initial ROI Estimate ALIGNMENT AND PLANNING - DOING THE RIGHT THINGS Introduction Getting the Business to Set IT PrioritiesGetting to "Yes" in Setting IT Priorities: An Approach to Businessand IT AlignmentDocumenting and Accounting for IT Priorities: The Action Planning Process MODELING AND MANAGING SERVICE DELIVERY Introduction Modeling Service Delivery ManagementThe Service Delivery Agreement Basic SLA Terms and Definitions Roles and Responsibilities of Process ParticipantsRepresenting IT Assets and Costs Problem Resolution and Service Delivery WorkflowsReporting on ResultsClosing Comments PROJECT DELIVERY AND THE PROJECT MANAGEMENT LIFE CYCLEIntroduction What Is an IT Project? What Is Project Management? Why Bother? The IT Project Management Life Cycle - A Brief OverviewThe Commitment ProcessProject Delivery - Measurement and ReportingThe Role of the Project Management Office in ProjectManagement ServicesCOLLECTING AND CAPTURING BUSINESS REQUIREMENTSFOR IT PROJECTSIntroduction Preparing for Business Requirements GatheringBusiness Process Mapping Process Decomposition The Roles and Responsibilities Matrix Process RulesPerformance Metrics Process Templates and ToolsBuilding a Final Picture of the IT Solution for the CustomerClosing Comments MANAGING LESSONS LEARNED - THE REUSE AND REPURPOSING OF IT ORGANIZATIONAL KNOWLEDGE: A CASE STUDYIntroduction The Whats, Whys, and Wherefores of KMGetting Started: Introducing the Case Study Business and Technical Requirements: Analysis and DesignThe Development Process: Constructing Contentand Service ComponentsCertification, Launch, and ReleaseOngoing Operations Lessons LearnedARCHITECTING SUCCESS - THE ROLE OF SENSIBLE IT TARCHITECTURE MANAGEMENT IN SUCCESSFUL SERVICE DELIVERY:A CASE STUDYIntroduction Framing the IT Architecture Planning and Management ProcessIntroducing the Case StudyThe Underlying Assumptions of an Enterprise's IT Strategyand ArchitectureThe Process of Building and Maintaining an IT ArchitecturePutting the Architecture Process to Work - IT Planningand ProcurementConclusions and Lessons LearnedCONCLUSIONS - THE ROI OF THE PMO Introduction The ROI DiscussionExecutive Support Services Supporting Service DeliverySupporting Project Delivery Leveraging Technical KnowledgeStaff Support and IT Organization CultureOne Last Look at the PMOAppendicesKEY TEMPLATES FROM THE PMO TOOL BOXAppendix A: IT Project Justification TemplateAppendix B: IT Annual Plan TemplateAppendix C: PMO Value Calculation-Model and Template Appendix D: Service Level Agreement Template Appendix E: Project Management Life-Cycle FrameworkAppendix F: Project Leadership Questionnairefor Change Management ProjectsAppendix G: IT Project Risk Management Matrix Appendix H: Commitment Document TemplateAppendix I: Master Project Schedule Template Appendix J: Glossary Appendix K: Selected ReadingsIndex

Kesner\, Richard M.

The Hands-On Project Office: Guaranteering ROI and On-Time Delivery offers the proven processes, techniques and tools that IT managers can use to immediately the delivery of IT products and services. This compendium of best practices and practical recommendations details simple, deployable frameworks, practical tools and time-tested best practices for successful IT service and project delivery management.