The Hands-On Project Office: Guaranteeing ROI and On-Time Delivery, 1st Edition (Hardback) book cover

The Hands-On Project Office

Guaranteeing ROI and On-Time Delivery, 1st Edition

By Richard M. Kesner

Auerbach Publications

368 pages | 41 B/W Illus.

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Hardback: 9780849319914
pub: 2003-12-18
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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.

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.

Reviews

"[This book] contains a lot of valuable information including links to an electronic library of the tools, templates, and examples cited in the text. … Additionally, it also serves as a handy compendium of best practices and practical recommendations. … It focuses on simple changes in organizational process that can lead to higher customer satisfaction. … [R]eaders are taken on a journey of exploration and an examination of one's own business context."

- Software Quality Professional

Table of Contents

THE THREE PILLARS OF IT DELIVERY - PROBLEM RESOLUTION, SERVICE REQUESTS, AND PROJECTS

Introduction

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

THE PROJECT MANAGEMENT OFFICE BUSINESS MODEL

Introduction: Revisiting the IT Organization

IT Service and Project Delivery Roles

The 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 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

MODELING AND MANAGING SERVICE DELIVERY

Introduction

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

PROJECT DELIVERY AND THE PROJECT MANAGEMENT LIFE CYCLE

Introduction

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

COLLECTING AND CAPTURING BUSINESS REQUIREMENTS

FOR IT PROJECTS

Introduction

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

MANAGING LESSONS LEARNED - THE REUSE AND REPURPOSING OF IT ORGANIZATIONAL KNOWLEDGE: A CASE STUDY

Introduction

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

ARCHITECTING SUCCESS - THE ROLE OF SENSIBLE IT T

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

CONCLUSIONS - THE ROI OF THE PMO

Introduction

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

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

Index

Subject Categories

BISAC Subject Codes/Headings:
BUS101000
BUSINESS & ECONOMICS / Project Management
COM032000
COMPUTERS / Information Technology