Hands-On Project Office: Guaranteeing ROI and On-Time Delivery, The
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. T...
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| Ngôn ngữ: | English |
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CRC Press
2009
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| Truy cập trực tuyến: | http://scholar.dlu.edu.vn/thuvienso/handle/DLU123456789/1402 |
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Thư viện Trường Đại học Đà Lạt |
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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. |
| format |
Book |
| author |
Kesner, Richard |
| spellingShingle |
Kesner, Richard Hands-On Project Office: Guaranteeing ROI and On-Time Delivery, The |
| author_facet |
Kesner, Richard |
| author_sort |
Kesner, Richard |
| title |
Hands-On Project Office: Guaranteeing ROI and On-Time Delivery, The |
| title_short |
Hands-On Project Office: Guaranteeing ROI and On-Time Delivery, The |
| title_full |
Hands-On Project Office: Guaranteeing ROI and On-Time Delivery, The |
| title_fullStr |
Hands-On Project Office: Guaranteeing ROI and On-Time Delivery, The |
| title_full_unstemmed |
Hands-On Project Office: Guaranteeing ROI and On-Time Delivery, The |
| title_sort |
hands-on project office: guaranteeing roi and on-time delivery, the |
| publisher |
CRC Press |
| publishDate |
2009 |
| url |
http://scholar.dlu.edu.vn/thuvienso/handle/DLU123456789/1402 |
| _version_ |
1757678549643296768 |
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oai:scholar.dlu.edu.vn:DLU123456789-14022009-12-01T09:26:05Z Hands-On Project Office: Guaranteeing ROI and On-Time Delivery, The Kesner, Richard 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 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 2009-12-01T09:26:05Z 2009-12-01T09:26:05Z 2003 Book http://scholar.dlu.edu.vn/thuvienso/handle/DLU123456789/1402 en application/rar CRC Press |