The Hands-On Project Office

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

  1. Cover Page
  2. Title Page
  3. Copyright Page
  4. Dedication
  5. Web Site Table of Contents
  6. Preface
  7. Introduction
  8. 1 The Three Pillars of IT Delivery — Problem Resolution, Service Requests, and Projects
    1. Introduction
    2. The Business Context
    3. The Internal Economy for Investing in IT Services and Projects
    4. The Three Pillars of IT Delivery
    5. Managing Service Delivery
    6. Managing Project Commitments
    7. IT Metrics and Reporting Tools
  9. 2 The Project Management Office Business Model
    1. Introduction: Revisiting the IT Organization
    2. IT Service and Project Delivery Roles
    3. The Role of the Project Management Office: Measuring its ROI
    4. The PMO Value Proposition: An Initial ROI Estimate
  10. 3 Alignment and Planning — Doing the Right Things
    1. Introduction
    2. Getting the Business to Set IT Priorities
    3. Getting to “Yes” in Setting IT Priorities: An Approach to Business and IT Alignment
    4. Documenting and Accounting for IT Priorities: The Action Planning Process
  11. 4 Modeling and Managing Service Delivery
    1. Introduction
    2. Modeling Service Delivery Management
    3. The Service Delivery Agreement
    4. Basic SLA Terms and Definitions
    5. Roles and Responsibilities of Process Participants
    6. Representing IT Assets and Costs
    7. Problem Resolution and Service Delivery Workflows
    8. Reporting on Results
    9. Closing Comments
  12. 5 Project Delivery and the Project Management Life Cycle
    1. Introduction
    2. What Is an IT Project? What Is Project Management? Why Bother?
    3. The IT Project Management Life Cycle — A Brief Overview
    4. The Commitment Process
    5. Project Delivery — Measurement and Reporting
    6. The Role of the Project Management Office in Project Management Services
  13. 6 Collecting and Capturing Business Requirements for IT Projects
    1. Introduction
    2. Preparing for Business Requirements Gathering
    3. Business Process Mapping
    4. Process Decomposition
    5. The Roles and Responsibilities Matrix
    6. Process Rules
    7. Performance Metrics
    8. Process Templates and Tools
    9. Building a Final Picture of the IT Solution for the Customer
    10. Closing Comments
  14. 7 Managing Lessons Learned — the Reuse and Repurposing of IT Organizational Knowledge: A Case Study
    1. Introduction
    2. The Whats, Whys, and Wherefores of KM
    3. Getting Started: Introducing the Case Study
    4. Business and Technical Requirements: Analysis and Design
    5. The Development Process: Constructing Content and Service Components
    6. Certification, Launch, and Release
    7. Ongoing Operations
    8. Lessons Learned
  15. 8 Architecting Success — the Role of Sensible IT Architecture Management in Successful Service Delivery: A Case Study
    1. Introduction
    2. Framing the IT Architecture Planning and Management Process
    3. Introducing the Case Study
    4. The Underlying Assumptions of an Enterprise’s IT Strategy and Architecture
    5. The Process of Building and Maintaining an IT Architecture
    6. Putting the Architecture Process to Work — IT Planning and Procurement
    7. Conclusions and Lessons Learned
  16. 9 Conclusions — the ROI of the PMO
    1. Introduction
    2. The ROI Discussion
    3. Executive Support Services
    4. Supporting Service Delivery
    5. Supporting Project Delivery
    6. Leveraging Technical Knowledge
    7. Staff Support and IT Organization Culture
    8. One Last Look at the PMO
  17. Appendix A: IT Project Justification Template
  18. Appendix B: IT Annual Plan Template
  19. Appendix C: PMO Value Calculation — Model and Template
  20. Appendix D: Service Level Agreement Template
    1. Draft Service Level Agreement (Name of Business Unit)
  21. Appendix E: Project Management Life-Cycle Framework
  22. Appendix F: Project Leadership Questionnaire for Change Management Projects
    1. The Leadership Component
    2. Organizational Linkages
    3. Expectations
    4. Project Participation
    5. Rewards
  23. Appendix G: IT Project Risk Management Matrix
  24. Appendix H: Commitment Document Template
    1. [Project Name] Commitment Template
  25. Appendix I: Master Project Schedule Template
  26. Appendix J: Glossary
  27. Appendix K: Selected Readings
    1. Information Technology Organizations — Design and Operations
    2. Knowledge Organizations, Models, Designs, Examples
    3. Knowledge Management Processes
    4. Knowledge Management Platforms
    5. Project Management
    6. Project Management Office
    7. Service Delivery Management
    8. The Software Development Life Cycle (SDLC)

Product information

  • Title: The Hands-On Project Office
  • Author(s): Richard M. Kesner
  • Release date: December 2003
  • Publisher(s): Auerbach Publications
  • ISBN: 9781135492533