The Hands-On Project Office(c) Guaranteeing ROI and On-Time Delivery

E-Commerce Security: Advice from Experts (IT Solutions series)

ISBN: N/A
EAN: 2147483647

Year: 2006
Pages: 132

BUY ON AMAZON

Table of Contents
BackCover
The Hands-On Project Office-Guaranteeing ROI and On-Time Delivery
Web Site Table of Contents
Preface
Introduction
Chapter 1: The Three Pillars of IT Delivery - Problem Resolution, Service Requests, and Projects
The Business Context
The Internal Economy for Investing in IT Services and Projects
The Three Pillars of IT Delivery
Managing Service Delivery
Managing Project Commitments
IT Metrics and Reporting Tools
Chapter 2: The Project Management Office Business Model
IT Service and Project Delivery Roles
The Role of the Project Management Office: Measuring its ROI
The PMO Value Proposition: An Initial ROI Estimate
Chapter 3: Alignment and Planning - Doing the Right Things
Getting the Business to Set IT Priorities
Getting to Yes in Setting IT Priorities: An Approach to Business and IT Alignment
Documenting and Accounting for IT Priorities: The Action Planning Process
Chapter 4: Modeling and Managing Service Delivery
Modeling Service Delivery Management
The Service Delivery Agreement
Basic SLA Terms and Definitions
Roles and Responsibilities of Process Participants
Representing it Assets and Costs
Problem Resolution and Service Delivery Workflows
Reporting on Results
Closing Comments
Chapter 5: Project Delivery and the Project Management Life Cycle
What is an IT Project? What is Project Management? Why Bother?
The IT Project Management Life Cycle - A Brief Overview
The Commitment Process
Project Delivery - Measurement and Reporting
The Role of the Project Management Office in Project Management Services
Chapter 6: Collecting and Capturing Business Requirements for IT Projects
Preparing for Business Requirements Gathering
Business Process Mapping
Process Decomposition
The Roles and Responsibilities Matrix
Process Rules
Performance Metrics
Process Templates and Tools
Building a Final Picture of the IT Solution for the Customer
Closing Comments
Chapter 7: Managing Lessons Learned - The Reuse and Repurposing of IT Organizational Knowledge: A Case Study
The Whats, Whys, and Wherefores of KM
Getting Started: Introducing the Case Study
Business and Technical Requirements: Analysis and Design
The Development Process: Constructing Content and Service Components
Certification, Launch, and Release
Ongoing Operations
Lessons Learned
Chapter 8: Architecting Success - The Role of Sensible IT Architecture Management in Successful Service Delivery: A Case Study
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
Chapter 9: Conclusions - The ROI of the PMO
The ROI Discussion
Executive Support Services
Supporting Service Delivery
Supporting Project Delivery
Leveraging Technical Knowledge
Staff Support and IT Organization Culture
One Last Look at the PMO
Appendices: Key Templates From the PMO Tool Box
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
Introduction
Overview of the Division of Information Technology Services
Service Level Overview
Business Unit Responsibilities
Maintenance (What IT Does on Behalf of the Customer)
Maintenance Service Level Definitions
Production Systems Problem Resolution
Support Service Levels
Problem Escalation
Metrics
Appendix
Appendix E: Project Management Life-Cycle Framework
Appendix F: Project Leadership Questionnaire for Change Management Projects
Organizational Linkages
Expectations
Project Participation
Rewards
Appendix G: IT Project Risk Management Matrix
Appendix H: Commitment Document Template
Request
Speculation
Offer
Commitment
Appendix I: Master Project Schedule Template
Appendix J: Glossary
G-P
Q-W
Appendix K: Selected Readings
Knowledge Organizations, Models, Designs, Examples
Knowledge Management Processes
Knowledge Management Platforms
Project Management
Project Management Office
Service Delivery Management
The Software Development Life Cycle (SDLC)
Index
Index_B
Index_C
Index_E
Index_G
Index_H
Index_I
Index_K
Index_M
Index_N
Index_O
Index_P
Index_Q
Index_R
Index_S
Index_T
Index_U
Index_V
Index_W
List of Figures
List of Tables
List of Exhibits