Book description
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. 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, the author 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.
Table of contents
- Cover Page
- Title Page
- Copyright Page
- Dedication
- Web Site Table of Contents
- Preface
- Introduction
- 1 The Three Pillars of IT Delivery — Problem Resolution, Service Requests, and Projects
- 2 The Project Management Office Business Model
- 3 Alignment and Planning — Doing the Right Things
- 4 Modeling and Managing Service Delivery
- 5 Project Delivery and the Project Management Life Cycle
- 6 Collecting and Capturing Business Requirements for IT Projects
- 7 Managing Lessons Learned — the Reuse and Repurposing of IT Organizational Knowledge: A Case Study
-
8 Architecting Success — the Role of Sensible IT Architecture Management in Successful Service Delivery: A Case Study
- Introduction
- Framing the IT Architecture Planning and Management Process
- Introducing the Case Study
- The Underlying Assumptions of an Enterprise’s IT Strategy and Architecture
- The Process of Building and Maintaining an IT Architecture
- Putting the Architecture Process to Work — IT Planning and Procurement
- Conclusions and Lessons Learned
- 9 Conclusions — the ROI of the PMO
- Appendix A: IT Project Justification Template
- Appendix B: IT Annual Plan Template
- Appendix C: PMO Value Calculation — Model and Template
- Appendix D: Service Level Agreement Template
- Appendix E: Project Management Life-Cycle Framework
- Appendix F: Project Leadership Questionnaire for Change Management Projects
- Appendix G: IT Project Risk Management Matrix
- Appendix H: Commitment Document Template
- Appendix I: Master Project Schedule Template
- Appendix J: Glossary
- Appendix K: Selected Readings
Product information
- Title: The Hands-On Project Office
- Author(s):
- Release date: December 2003
- Publisher(s): Auerbach Publications
- ISBN: 9781135492533
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